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SSA Contact Center as a Service

ID: 28321323RS0000007 • Type: Sources Sought • Match:  95%
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Description

Posted: Oct. 4, 2023, 10:06 a.m. EDT

This is a Request for Information (RFI) ONLY, on behalf of the Social Security Administration (SSA). This RFI anticipates, but does not guarantee, a future solicitation announcement. A contract will not be awarded as a result of this RFI. No reimbursement will be made for any costs associated with providing information in response to this RFI or any follow-up requests for information. Although interested parties are encouraged to respond to this RFI, a decision not to respond does not preclude a party from responding to any forthcoming solicitation announcement.

The purpose of this RFI is to obtain industry feedback through substantive comments regarding the SSA's anticipated functional requirements provided herein. The SSA may issue additional RFI materials as determined necessary.

Any questions regarding the RFI content must be submitted no later than 12:00 PM EDT, August 15, 2023.

All RFI responses are due no later than 12:00 PM EDT, October 10, 2023. RFI responses received after the due date may not be reviewed or considered.

Submit RFI questions and final responses electronically via email at Traci.Leach-Walker@ssa.gov. The email subject line must include RFI number 28321323RS0000007.

See the attachments for additional information.

UPDATE (08/24/2023)

The agency is drafting responses to questions received concerning the RFI. Once agency responses are finalized, the RFI will be updated. The RFI response date is revised to October 09, 2023, noon.

UPDATE (09/11/2023)

The purpose of this update is to provide responses to RFI questions, update all associated RFI attachments, and to revise the RFI title to "SSA Contact Center as a Service." The agency's responses to Industry questions are included in Attachment 3 "Answers to RFI Questions_FINAL." The RFI response date remains October 09, 2023, noon.

UPDATE (10/04/2023)

The purpose of this update is to revise the RFI response date and to correct the RFI submission method in the "SSA CCaaS RFI v5" document. The RFI response date is changed to October 10, 2023, noon. All responses must be electronically submitted via email at Traci.Leach-Walker@ssa.gov. The email subject line must include RFI number 28321323RS0000007.

Posted: Sept. 11, 2023, 9:33 a.m. EDT
Posted: Aug. 24, 2023, 10:46 a.m. EDT
Posted: Aug. 16, 2023, 3:04 p.m. EDT
Posted: Aug. 14, 2023, 9:33 a.m. EDT
Posted: July 27, 2023, 4:22 p.m. EDT
Posted: July 27, 2023, 12:20 p.m. EDT
Background
The Social Security Administration (SSA) is exploring options for a Contact Center as a Service (CCaaS) solution to support its nationwide toll-free National 800 Number Network (N8NN), which currently provides automated and agent-based customer service in English and Spanish via 24 Teleservice Centers and telework. The N8NN uses on-premise Avaya VoIP, Nuance natural language IVR, Verint workforce optimization, and integrates with SSA's secure SSANet infrastructure.

Work Details
Provide a cloud-based CCaaS solution including commercial off-the-shelf software and systems integration services with features for screen recording, call reporting, workforce management and optimization, quality assurance, natural language IVR, and integration with SSA databases and self-service applications. Support an initial capacity of 6,300 agents and 700 supervisors, scalable to 30,000 agents and 3,000 supervisors. Offer both all-in-one and best-of-breed deployment models and manage procurement, deployment, carrier connectivity, and ongoing support.
Demonstrate integration services capabilities, including installation, vendor relationships, prime/subcontractor arrangements, and SSANet connectivity. Describe AI applications for callers and agents (e.g., IVR biometrics, agent assist, agent scoring), AI certifications, performance improvements from AI, and emerging technology recommendations to minimize cost and improve service. Propose technical evaluation criteria, pricing models (named and concurrent licenses, per-minute usage), estimated monthly recurring costs and professional services costs, and pricing strategies.
Present past performance on similar CCaaS implementations. Identify transition and integration risks for a rapid 2-3-month deployment, with mitigation strategies and recommendations for preventing pitfalls and delays.

Period of Performance
Rapid deployment within 2 to 3 months from contract award, with a fully functional CCaaS platform operational by the end of 2023.

Place of Performance
Nationwide United States, supporting SSA's 24 Teleservice Centers and integration with the SSANet secure network via cloud infrastructure.

Bidder Requirements
Offerors must have a FedRAMP-authorized CCaaS solution or achieve FedRAMP authorization by December 31, 2023.

Overview

Agency
SSA Office of Acquisition and Grants (OAG) [SSA]
Response Deadline
Oct. 10, 2023, 12:00 p.m. EDT (original: Aug. 30, 2023, 12:00 p.m. EDT) Past Due
Posted
July 27, 2023, 12:20 p.m. EDT (updated: Oct. 4, 2023, 10:06 a.m. EDT)
Set Aside
None
NAICS
541519 - Other Computer Related Services
PSC
None
Place of Performance
United States
Source
Open
Current SBA Size Standard
$34 Million
Pricing
Likely Fixed Price
Est. Level of Competition
Low
Odds of Award
15%
On 7/27/23 SSA Office of Acquisition and Grants issued Sources Sought 28321323RS0000007 for SSA Contact Center as a Service due 10/10/23. The opportunity was issued full & open with NAICS 541519.
Primary Contact
Name
Traci Leach-Walker   Profile
Email
traci.leach-walker@ssa.gov
Phone
None

Documents

Posted documents for Sources Sought 28321323RS0000007

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Additional Details

Source Agency Hierarchy
SOCIAL SECURITY ADMINISTRATION > SOCIAL SECURITY ADMINISTRATION > SSA OFC OF ACQUISITION GRANTS
FPDS Organization Code
2800-283213
Source Organization Code
100173612
Last Updated
Oct. 25, 2023
Last Updated By
traci.leach-walker@ssa.gov
Archive Date
Oct. 25, 2023