The National Cancer Institute's (NCI's) Contact Center, also known as NCI's Cancer Information Service (CIS), was established in 1975 and is a Federally funded program that is an essential part of NCI's cancer education and information efforts. The first call the Contact Center took was in early 1976. This project is for the re-competition of contract HHSN261201700010C with Fred Hutchinson Cancer Research Center. Prior to the current contract, NCI's CIS Contact Center operated concurrently through 4 competitively awarded five-year contracts.
The purpose of this support is to provide scientifically based, unbiased information to patients, their families and friends, physicians and other health professionals, and the general public about all aspects of cancer including: cancer research and clinical trials, cancer prevention, risk factors, symptoms, early detection, diagnosis, treatment, living with cancer, and tobacco and cessation counseling and information.
The NCI Office of Communications and Public Liaison (OCPL) coordinates and manages the Institute's interaction with the public (including patients, friends and family), researchers, and the media. OCPL informs the public and the media about the Institute's research activities and scientific advances. OCPL also works closely with NCI scientists and partner organizations to design and develop effective methods to reach diverse audiences and to meet their needs for the latest, evidence-based cancer information.
The NCI's CIS is an important component of the agency's communications enterprise and supports the NCI mission in numerous ways. The NCI Contact Center:
Serves as the voice of the NCI to the public
Supports clinical trials recruitment and NCI's clinical trials initiatives
Impacts health behavior by providing accurate, credible and evidence-based cancer and smoking cessation information
The project will require a contractor to manage the following scope of work in support of the NCI Contact Center:
1. Cancer information along the cancer continuum;
2. Clinical trials information, education, recruitment, and case management;
3. Smoking cessation counseling and information;
4. Information about NCI and its Divisions, Offices, and Centers (DOCs), programs, priorities, and activities.
Specific tasks to be performed by the Contractor include the following:
1. Create a successful customer experience designed to meet the needs and expectations of customers by meeting quality assurance standards for services access, service quality and customer satisfaction. The Contractor shall also address such topics as client effort, end-to-end customer experience with NCI products and services, and post-interaction experience and resolution.
2. Provide client-centric cancer and clinical trials information and other types of cancer research study information.
3. Provide smoking cessation information and counseling.
4. Develop, implement and evaluate training for NCI Contact Center staff. The Government will provide existing NCI-approved initial training modules at the start of the contract. Development of new training modules and updating of existing modules shall be the responsibility of the Contractor.
5. Create and maintain trainings and other materials used to support the operations of the Contact Center (e.g., knowledge base entries, standard responses, business rules, quality tools, and other standard operating procedures).
6. Collaborate with NCI Divisions, Offices, and Centers (DOCs) to support NCI-directed pilot projects.
7. In consultation with the COR, the Contractor shall work collaboratively to review existing communications plans and develop a working document that outlines strategic outreach opportunities that advance the work of the NCI Contact Center, including engagement strategies and evaluation measures to assess progress.
8. Manage personnel, financial, communications, and material resources to ensure that all contract requirements are satisfied, and a high-quality, innovative service is provided to the public. The Contractor shall ensure that program objectives and quality assurance standards are clearly communicated and strictly enforced.
9. Collect data routinely on an ad-hoc basis using only NCI-approved data collection tools and systems and complete Electronic Contact Record Form (ECRF) for each contact at the time of the inquiry.
10. Provide adequate facilities for the operation of the Contact Center and the operation of contract activities. The Contractor will provide necessary office space, furniture and equipment (except where noted in the contract), workstations, resources, and supplies to carry out all activities of the contract. The NCI Contact Center will be arranged to provide a suitable working environment and to facilitate effective communication and supervision. The office layout will include area(s) for private conversations and coaching sessions, conference calls, and meetings. This also includes assuring the security of facilities used to conduct the work of the contract and the security of all Government-furnished equipment and systems.
11. Use systems compatible with Government Provided Information Technology (IT) and communication support. Current systems in use include Microsoft Windows 10 and all security updates, Internet Explorer 10 and all security updates, Microsoft Office 2010, complete with all security upgrades. Any future upgrades of computers and/or software shall be the Contractor's responsibility. The Contractor shall use applications, software, and databases specified by the Government.
12. Assure the security of facilities used to conduct the work of the contract and the security of all Government-furnished equipment and systems. The Contractor shall provide a physically secure facility for people, equipment, and documentation. All security requirements apply to the Contractor facility, alternative facility, or any subcontractor facilities
13. Conduct transition planning.
The Government anticipates that one (1) contract will be awarded with an anticipated period of performance, inclusive of options, of May 1, 2020 to April 30, 2025. The NAICS Code is 561422.
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