Social Media/Web-based Customer Engagement Platform

I. Introduction/Purpose The Transportation Security Administration (TSA) is issuing this Sources Sought Notice to improve its understanding of market capabilities and identify qualified small business concerns that are capable of providing an existing web-based customer engagement platform for 10 concurrent users in support of the Office of Strategic Communications & Public Affairs (OSCPA). All interested and qualified small businesses are encouraged to respond to this notice in accordance with the instructions addressed herein. TSA anticipates that the resultant solicitation will be in support of a stand -alone contract consisting of a one (1) year base period and a four (4) one-year option periods. This Sources Sought is being conducted for market research only. Responding to this Sources Sought notice does not guarantee an award of a contract, nor does the Government guarantee that a solicitation will be issued as a result of this Sources Sought. II. Background and Objectives The need for Customer service is evolving to match the rapid growth and development of digital and social media. Government agencies must explore social media as a way to improve customer service. OSCPA currently utilizes social media to proactively communicate messages/information to the general public. However, many brands, including airlines, use social media in a different way: communicating directly with their customers, answering questions and resolving issues in real-time. OSCPA is standing up a social media customer service Twitter account, @AskTSA, to respond to customer inquiries in real time. TSA is searching for vendors that can provide an existing web based customer engagement platform that will enable the agency to: -Provide quality, real-time federal agency response to customer service requests/inquiries. -Use Twitter to identify and actively assist customers who need help before, during and after their travel experience. -Build partnerships in addressing customer inquiries with the airlines to improve the overall traveler experience. The existing web-based customer engagement platform shall have the following functionality: -Provide a customer engagement platform to manage inquiries via social media, specifically Twitter, among a team and allow for follow up on conversations. -Include robust content repository to store pre-approved content, canned responses and approved images. This repository must have an option to create folders and permissions. -Provide an interactive dashboard to engage in real time, one-to one conversations without ticket assignment. -Provide archives and/or tracking/tagging of interaction/conversation history, topics and collaborative notes. -Provide workflow management via automated routing, internal discussion and collision control for social media team. -Ability to assess, view and report metrics and trends. -Provide logins for up to 10 concurrent users. -The vendor shall provide training on the use of the customer engagement platform during normal business hours. III. Contractor's Capabilities Statement Through a narrative description, the contractor's response must address the requirements outlined below: 1. Describe your experience in providing a web-based platform for responding to customer service inquiries via Twitter. 2. Describe and provide examples of content management and workflow efficiencies your program provides. (e.g., Twitter conversations, follower profiles) 3. How will your platform help us to efficiently respond to and track customer service inquiries? 4. Are you able to add a database of preapproved responses via your platform? 5. How does your platform prevent collision control and an efficient way for 10 users to respond to inquiries? 6. Describe how your platform can aggregate and consolidate data to automate metrics reports. NOTE: Submissions provided in response to items 1 through 6 must be clearly labeled as such. IV. Instructions to Vendors a. Responses from Qualified Vendors Any vendor replying to this Sources Sought shall provide a capabilities statement, not to exceed three (3) pages in length, in addition to a one (1) page cover letter, for a total submission not to exceed four (4) pages. Vendors are encouraged to submit any marketing materials or brochures available on the identified services. Marketing materials and brochures are not subject to any page limitations and are in addition to the three (3) page capabilities statement. The cover letter must clearly identify the following information: 1. Company's Name 2. Company's Address 3. DUNS Number 4. Identify your business size - Such as other than small, small, small disadvantaged, 8(a)-certified small disadvantaged, HUBZone small, woman-owned small, very small, veteran-owned small, service-disabled veteran-owned small 5. Point of Contact(s) (Name, title, email, and phone number) 6. NAICS code under which services are provided 7. Potential Teaming Partners b. The information requested above must be submitted in Microsoft Word or Adobe format, shall not exceed four (4) pages as described above, and should be organized in accordance with the instructions in this document in order to permit a thorough and accurate review and evaluation by TSA. Responses to this Sources Sought Notice must be submitted to the TSA via electronic mail to Jennifer.Springer@tsa.dhs.gov no later than 2:00 PM DC Local Time, July 1, 2015. Responses not received by the closing date and time may not be considered by TSA. V. Point of Contact All comments, inquiries and responses should be directed to: Jennifer Springer Contracting Officer Jennifer.Springer@tsa.dhs.gov Tel: 571-227-1576 VI. Other This notice is for market research purposes only. There is not solicitation document presently available. The Government will not return or pay for any information provided in response to this announcement. Responding to this Sources Sought does not guarantee and award of a contract, nor does the Government guarantee that a solicitation will be issued as a result of this Sources Sought Notice.