Toll-Free Service -Switched (TFS-S) and Contact Center Services (CCS)

SOURCES SOUGHT NOTICE Tracking Number: 832366670 The Defense Information Systems Agency (DISA) is seeking sources for the Toll-Free Service -Switched (TFS-S) and Contact Center Services (CCS). CONTRACTING OFFICE ADDRESS: DISA/DITCO 2300 East Drive BLDG 3600 Scott AFB, IL 62225 INTRODUCTION: This is a SOURCES SOUGHT NOTICE to determine the availability and technical capability of large and small businesses (including the following subsets: Small Disadvantaged Businesses, Certified 8(a), Service-Disabled Veteran-Owned Small Businesses, HUBZone Small Businesses and Woman-Owned Small Businesses) to provide the required products and/or services. DISA/DITCO is seeking information from potential sources to provide Department of Defense (DoD) mission partners with switched TFS-S and CCS. This DoD TFS-S/CCS ordering vehicle will be used to provide the DoD with domestic TFS-S and CCS, to include migrating responsible organization (RESPORG) existing services off the expiring General Services Administration (GSA) contracts. The anticipated Period of Performance is February 1, 2024 - January 31, 2034. The anticipated Place of Performance is 2300 East Drive, Bldg 3600, Scott AFB, IL. 62225. DISCLAIMER: THIS SOURCES SOUGHT NOTICE IS FOR INFORMATIONAL PURPOSES ONLY. THIS IS NOT A REQUEST FOR PROPOSAL. IT DOES NOT CONSTITUTE A SOLICITATION AND SHALL NOT BE CONSTRUED AS A COMMITMENT BY THE GOVERNMENT. RESPONSES IN ANY FORM ARE NOT OFFERS AND THE GOVERNMENT IS UNDER NO OBLIGATION TO AWARD A CONTRACT AS A RESULT OF THIS NOTICE. NO FUNDS ARE AVAILABLE TO PAY FOR PREPARATION OF RESPONSES TO THIS NOTICE. ANY INFORMATION SUBMITTED BY RESPONDENTS IS STRICTLY VOLUNTARY. CONTRACT/PROGRAM BACKGROUND: Contract #: HC1013-18-A-0004 Contract Vehicle: General Services Administration (GSA) Schedule 70 Incumbent and their size: MCI Communications Services, Inc. - Large Business Method of previous acquisition: Full and Open Period of performance: March 16, 2018 - March 15, 2025 NAICS: 517111 Contract #: Networx Suite of Contracts (GS00T07NSD0002, GS00T07NSD0007, GS00T07NSD0008, GS00T07NSD0037, GS00T07NSD0038, GS00T07NSD0039, GS00T07NSD0040, GS00T07NSD0041) Contract Vehicle #: GSA Indefinite Delivery/Indefinite Quantity Incumbent and their size: AT&T, Level 3 Communications, MCI/Verizon, Qwest/CenturyLink/Lumen, Sprint - Large Businesses Method of previous acquisition: Full and Open Period of Performance: March 29, 2007 - May 31, 2024 NAICS: 517110 REQUIRED CAPABILITIES: TFS-S provides basic inbound toll-free calling and offers advanced feature and call routing capabilities. TFS includes intelligent call routing and network based Interactive Voice Response (IVR) capabilities to enable Agencies to effectively manage inbound calls. IVR is an automated phone system technology that allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists. Describe and provide an example of your company's experience in providing TFS-S to over 4,000 customers. CCS provides services and personnel to enable Agencies to deliver customer service efficiently and effectively to their clientele across multiple contact channels (voice, fax, email, Internet website, etc.) by providing a single network call queue or multiple call queues. Call redirect enables TFS calls to be efficiently transferred by the contractor's network, no matter which platform the call is being re-directed from, from the called party/agent to another toll-free number or any Public Switched Telephone Number (PSTN). FedRamp requirements are mandated by Federal laws and policies, including making available any documentation, physical access, and logical access needed. Describe and provide an example of your company's experience in providing CCS, including IVR, call redirect, multiple call trees, and FedRamp capabilities. DITCO requires RESPORG support for assignment and maintenance of toll-free numbers for over 4,000 Mission Partners prior to March 15, 2025. Describe and provide an example of your company's experience in providing RESPORG to over 4,000 Mission Partners within a 1-year or less time frame. Dialed Number Identification Service (DNIS) enables multiple toll-free numbers to be routed and uniquely identified on a shared trunk group. DITCO requires the transmission of DNIS digits prior to the delivery of a TFS call to uniquely identify the dialed toll-free number. Describe and provide an example of your company's experience in providing DNIS. DITCO requires data access, reports, and system access with regards to all aspects of TFS-S/CCS provided to all Mission Partners. Describe and provide an example of your company's experience in providing detailed reports and access to data and systems necessary for monitoring usage and performance. SPECIAL REQUIREMENTS: None. SOURCES SOUGHT: The North American Industry Classification System Code (NAICS) for this requirement is 517111, with the corresponding size standard of 1,500 employees. In order to make a determination for a small business set-aside, two or more qualified and capable small businesses must submit responses that demonstrate their qualifications. Responses must demonstrate the company's ability to perform in accordance with FAR clause 52.219-14, Limitations on Subcontracting. To assist DISA in determining the level of participation by small business in any subsequent procurement that may result from this Sources Sought Notice, provide information regarding any plans to use joint ventures (JVs) or partnering. Please outline the company's areas of expertise and those of any proposed JV/partner who combined can meet the specific requirements contained in this notice. SUBMISSION DETAILS: Responses should include: Business name and address; Name of company representative and their business title; Small Business Socio-economic status (if small); CAGE Code; Prime contract vehicles; to include ENCORE III, SETI, NIH CIO-SP4, NASA SEWP V, GSA: OASIS, ALLIANT II, VETS II, STARS III, MAS (including applicable SIN(s), groups or pools), or any other Government Agency contract vehicle that allows for decentralized ordering. (This information is for market research only and businesses with a valid cage that lack prime contract vehicles are still encouraged to respond to this notice.) Businesses who wish to respond must send a response via email NLT 4:00 PM Central Time on June 16, 2023 to tara.d.whitaker2.civ@mail.mil. Interested businesses should submit a brief capabilities statement package addressing the specific questions above (no more than five pages) demonstrating the ability to perform the services listed under Required Capabilities. Proprietary information and trade secrets, if any, must be clearly marked on all materials. All information received that is marked Proprietary will be handled accordingly. All submissions become Government property and will not be returned. All government and contractor personnel reviewing submitted responses will have signed non-disclosure agreements and understand their responsibility for proper use and protection from unauthorized disclosure of proprietary information as pursuant to 41 USC 423. The Government shall not be held liable for any damages incurred if proprietary information is not properly identified.