Automated Omnichannel Real Time Survey Tool
Automated Omnichannel Real Time Survey Tool
Sources Sought Notice
This is a Sources Sought Notice to identify potential business sources with the authority, capacity, and technical capability necessary to successfully provide an Automated Omnichannel Real Time Survey Tool.
This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. No solicitation is being issued at this time and the Government makes no assertion that a solicitation will be issued. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation which may or may not follow or restrict the U.S. Government's eventual acquisition approach. Additionally, the U.S. Government is not obligated to, and will not provide reimbursement for any information that may be submitted in response to this notice. Respondents are solely responsible for all expenses associated with responding.
Background:
The U.S. Citizenship and Immigrations Services (USCIS)/Customer Service and Public Engagement Directorate (CSPED) values the feedback of customers and actively seeks their input in the development of policies, procedures, and customer experience. CSPED uses several platforms, such as telephonic, email, written correspondence, chat, and online tools to engage with customers and stakeholders. CSPED utilizes customer service feedback obtained in surveys from a variety of topics regarding customer satisfaction. These surveys are conducted to provide customer service feedback on the USCIS Customer Engagement Center (CEC), on the operations of the Customer Service Division of CSPED, USCIS customer tools, and overall customer experience with the USCIS immigration process. USCIS Customer Service Division seeks an automated Omnichannel (telephonic, written, email, chat, web, voice, Interactive Voice Response (IVR), Interactive Virtual Assistant (IVA), and social media) Survey Tool that provides real time survey data through our Salesforce solution Customer Relationship Management (CRM) tool.
Purpose and Objective:
The purpose of this sources sought notice is to identify vendors to provide turn-key software that provides automated Omnichannel survey responses and data. The software should provide real time surveys and the survey responses from Salesforce, IVA and Live Chat. Vendors who demonstrate the ability to provide the services may be invited to demonstrate current product technology.
Capability Statement / Information Sought:
Interested businesses and government or non-profit organizations are encouraged to respond to this notice. However, be advised that generic capability statements are not sufficient for effective evaluation of respondents' capacity and capability to perform the specific work as required. Responses must directly demonstrate the company's capability, experience and/or ability to satisfy the minimum requirements listed below.
Capability Statement Requirements:
Contractors must be able to provide 1) Turn-key software that provides automated Omnichannel survey responses and data 2) surveys and survey responses should be provided in real time by the software through Salesforce, and 3) Operation and Maintenance Support (software, licenses, professional services, maintenance for the first year, training, and other cost associated with the tool). The survey tool shall also provide at a minimum the following:
• Ease of Use (for both internal and external users)
• Omnichannel Capabilities: Surveys will be able to be conducted automatically telephonically, written, email, chat, web, voice, Interactive Voice Response (IVR), Interactive Virtual Assistant (IVA), and through social media interaction.
• Repeatability and Scalability
• Large Sample Size
• Data Preparation Capabilities
• Salesforce Integration
• Reporting, Analytics and Visualization
• Rapid Survey Customization and Implementation
• Support for Dynamic Logic with Branching and Ordering
• In/Out Bound Volume Management.
• Data Storage
• Compliant with Salesforce Integration, secure Cloud, Fed Ramp, and Fisma High compliant.
Please present your qualifications based on previous experience and/or newly developed technology. Please provide samples for qualifications described.
Interested parties shall address the following when responding:
1. Does your solution provide turn-key, automated, and Omnichannel Salesforce integrated surveys, responses, components, peripherals, and configuration?
2. Does your survey tool software capture real time data as soon as the survey goes live to the customer through all the aforementioned Omnichannels?
3. Can the survey instrument be developed and modified by the program office? If so, how often can the survey instrument be developed and modified by the program office?
4. How large of a sample size do the surveys support?
5. Is there a limitation on how many customers can receive these surveys?
6. Is there a limitation on how many surveys can be sent out at a time and/or per day?
7. Is there a limitation on how many surveys you can create for each Omnichannel component?
8. Are the surveys easily constructible internally by the program office?
9. Is there a limitation on how much and how often you can customize a survey?
10. Can you send surveys through the Interactive Voice Response (IVR) at the same time that you are sending other telephonic surveys?
11. Can your survey tool provide surveys from the Interactive Virtual Assistant (IVA), "Emma"?
12. Can you tie a survey response to a case and/or application in Salesforce?
13. Can the analytics of the survey responses provide graphs and/or a thorough analysis of trends across all Omnichannel surveys and operations?
14. Can the software provide prepopulated alerts for survey data obtained that covers operational trends?
15. Can telephonic survey responses be easily accessible for Quality Assurance review in Salesforce?
16. Is there a Quality Assurance mechanism that supports the survey tool?
17. Does your solution provide Operation and Maintenance Support (software and hardware)?
Response format and Guidelines
Responses to this notice shall include a Statement of Qualifications/Capabilities Statement package and a cover letter. The cover letter shall, at a minimum, include the following information: 1) Response to Sources Sought Notice HSSCCG-17-I-00005) Vendor's Company Name, Address, Contact Person Information; 3) Vendor's DUNS Number; 4) Business Size and Size Standard / Classification relative to North American Industry Classification System (NAICS) code of 541519 and 5) All Contract vehicles you currently have and the contract numbers associated with those vehicles (ex: GSA Schedule 874 GS-00X-1234Z). Include whether or not you are a small business; HUBZone small business; service-disabled, veteran-owned small businesses; 8(a) small business; women-owned small business; or small disadvantaged business in order to assist the government in determining the appropriate acquisition method, including whether a set-aside is possible.
USCIS requests that the capability statement not be in excess of ten (10) pages and specifically address 1) items 1 - 17 found in the "Capability Statement Requirements" section of this notice, 2) written authorization from the OEM identifying the company as an authorized reseller/repair company, and/or 3) relevant past performance history documenting its ability to provide an Automated Omnichannel Real Time Survey Tool , and to perform O&M. The page count does not include sample work pages or letters of authorization. Sample work pages and recommendation letters shall not exceed fifteen (15) pages.
Please note that the collection of this data does not obligate the U.S. Government to the incorporation of the solicited comments in any future procurement action nor does it obligate the Government to the procurement of any services or products related to this notice.
Proprietary information should not be included in the responses.
Responses to this notice will not be returned.
Capability Briefings
The Government may request an in-person capability briefing and technology demonstration. The briefing will be for a period of one hour (45 minutes to present information which will be followed by a 15-minute session to address questions). The meetings, if conducted, will be virtual or if in person it will be held at 20 Massachusetts Ave, NW or 111 Massachusetts Ave, NW in Washington, DC.
POINT OF CONTACT
Information submitted in response to this notice must be submitted electronically (via email) to the following:
Name: Christopher Hatin, USCIS Contracting Office
Email: christopher.c.hatin@uscis.dhs.gov
All responses shall be in MS Word, or Adobe Portable Document Format (PDF), and submitted in writing at the above email address no later than 1:00 PM Eastern Standard Time (EST) on April 13, 2017. All responses must be received by the specified due date and time in order to be considered and shall include "Automated Omnichannel Real Time Survey Tool Response HSSCCG-17-I-00005" in the subject line.
Telephonic and mail/courier responses will not be accepted.
Additional Information:
There is no commitment by the Government to issue a solicitation, to make an award(s), or to be responsible for any monies expended by any interested parties in support of any effort in response to this sources sought notice. Any information submitted in response to this sources sought notice is a strictly voluntary. This sources sought notice is for information planning purposes and the Government will not pay or otherwise reimburse respondents for information submitted. It is the responsibility of potential offerors to monitor this site for the release of any follow-on information. All documentation shall become the property of the Government. Unless otherwise stated herein, no additional information is available and any request for additional information will be disregarded.
Christopher C. Hatin, Email christopher.c.hatin@uscis.dhs.gov
