R--NLM Reference and Customer Service

This 8(a) Small Business Sources Sought Notice is for information and planning purposes only and shall not be construed as a solicitation or as an obligation on the part of the National Library of Medicine (NLM). The purpose of this Sources Sought Notice is to identify qualified 8(a) Small Business concerns who are interested in and capable of performing the work described herein. The NLM does not intend to award a contract on the basis of responses received nor otherwise pay for the preparation of any information submitted. Your responses to the information requested will assist the Government in determining the appropriate acquisition method. An organization that is not considered an 8(a) small business under the applicable NAICS code should not submit a response to this notice. This requirement is assigned North American Industry Classification System (NAICS) code 519210 with a size standard in dollars is $21,000,000. As a result of this Sources Sought Notice, the NLM may issue a Request for Quotation (RFQ). THERE IS NO SOLICITATION AVAILABLE AT THIS TIME. However, should such a requirement materialize, no basis for claims against NLM shall arise as a result of a response to this Sources Sought Notice or the NLM's use of such information as either part of our evaluation process or in developing specifications for any subsequent requirement. BACKGROUND Customer service inquiries are received and responded to in the Access Program, Engagement Branch, at the National Library of Medicine. Since 1999, contract staff have assisted in triaging and responding to incoming correspondence, telephone calls and providing in-person library services. NLM Reference and Customer Services handles thousands of information requests from customers worldwide requiring in-person and web support for NLM programs and services including but not limited to: MEDLINE, PubMed, NCBI databases, ClinicalTrials.gov, MedlinePlus, the NLM Catalog, ALMA, Citing Medicine, IndexCat, MeSH Browser, and the NLM Classification. Customers include health professionals, researchers, students, patients, and consumers who use NLM services for their health information needs. Inquiries and requests for library materials arrive through e-mail, telephone, postal mail, fax, and in-person visits. Inquiries include requests for information about diseases or drugs, how to obtain copies or scans of journal articles and other library materials, how to find clinical trials, citation verification, correction of possible database data errors, assistance with DOCLINE and interlibrary loan, statistics and other research and reference questions. SCOPE - Contractor shall provide services responding to customer inquiries received by the NLM. - Contractor will respond to service requests that come in via phone, e-mail, fax, postal mail, chat, onsite or other communication channels according to NLM triage policies and procedures. - Contractor will respond to requests and refer the remainder to experts or other product specialists at NLM by assigning requests using the customer relationship management system. - Telephone interactions will be logged into the customer relationship management system as the calls are received. - Contractor will reply to telephone and all forms of written inquiries about access to and use of the NLM databases and general medical reference resources including consumer health resources. The response may be a simple fact, a referral to another NLM program area specialist or to regional libraries, a consumer health Web site, or a search strategy using NLM web-based databases. It may include the use of appropriate NLM FAQs, stock replies, and other Web pages. - Contractor will use a variety of resources, including, but not limited to, NLM's products/services and databases, publications, collections, online catalog, NLM & NIH Web pages, and customer services internal resources to respond to service requests. - Contractor shall handle all requests by responding within 3 business days of the initial request or refer requests to subject area experts according to NLM triage policies and procedures. - Contractor shall provide monthly and quarterly reports and shall develop and maintain an effective quality control program. - Contractor will also assist with related customer service activities including contributing to stock replies/FAQs, writing and editing knowledge base articles, providing reports of handled cases and testing established, new, or improved NLM products and services. PERIOD OF PERFORMANCE The base period of performance shall be for twelve (12) months from 09/03/2024 through 09/02/2025 with four optional 12-month option periods as follows. Option year one: 09/03/2025-09/02/2026 Option year two: 09/03/2026-09/02/2027 Option year three: 09/03/2027-09/02/2028 Option year four: 09/03/2028-09/02/2029 How to Submit a Response: 1. Capability Statement: Interested parties responding to this Small Business Sources Sought Notice must provide a capability statement that includes the following: - Vendor name, address, e-mail address, website address, and telephone number. - What Task Areas best support the requirements in the Performance Work Statement? - Capability statement addressing the particulars of this effort, with appropriate documentation supporting claims of corporate experience, organizational and staff capability, and expertise. - If subcontracting or teaming is anticipated to deliver technical capability, organizations should address the administrative and management structure of such arrangements. - Past Performance for a Federal agency of a similar requirement in terms of complexity and size. - Not to exceed 10 single sided pages including all attachments, resumes, charts, etc. (single spaced, 12 point font minimum) that clearly details the ability to perform the requirements of the notice described above. - All proprietary information should be marked as such. - Responses should include a minimum of two pages demonstrating experience over the past two years meeting the requirements of this notice. - Statements should also include an indication of current certified small business status; this indication should be clearly marked on the first page of your capability statement (preferable placed under the eligible small business concern's name and address). 2. Questionnaire: Questionnaire responses are not mandatory; Offerors have the option of responding to any of the questions they choose. All responses are confidential and will be used solely for the purpose of determining the Offeror's understanding of the requirement and potential capability, as well as developing a future procurement strategy. 1. What specifically interests your firm in this requirement? 2. Do you foresee any areas of concern or challenges for your firm? 3. Are there any changes or clarifications you would suggest in the drafting of the Performance Work Statement? 4. Would you consider a Teaming Arrangement to meet the needs of this requirement? 5. Have you ever been awarded a similar requirement? If so, what was the vehicle used? (e.g., BPA - Multiple or single award, Task Order against GSA Schedules, GWAC, etc.) 6. Has your company ever worked on similar requirements, whether in the public or private sector? If so, what was the contract type (e.g., firm'fixed'price, time & materials, labor hours, hybrid)? 7. What type of annual budget would you assume for this requirement? Rough estimates are sufficient. 8. How likely are you to respond to a potential future solicitation related to this need? Responses will be reviewed only by NIH personnel and will be held in a confidential manner. 3. Delivery Point: All information furnished must be in writing and must contain sufficient detail to allow the NLM to determine if it can meet the unique specifications described herein. Written responses shall be submitted on the NITAAC sources sought module. All questions must be submitted via the NITAAC sources sought module. A determination by the Government not to compete this requirement based upon responses to this notice is solely within the discretion of the Government. Information received will be considered solely for the purpose of determining whether to conduct a competitive procurement. In order to receive an award, contractors must have valid registration and Representations and Certifications Application at www.sam.gov. Disclaimer and Important Notes: This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, an RFQ may be published. However, responses to this notice will not be considered adequate responses to a solicitation(s). Point of Contact: Inquiries concerning this Notice may be direct to: Janna Weber Janna.weber@nih.gov Confidentiality: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation.