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Enterprise Contact Center (ECC) Infrastructure Support Services

Solicitation Number: DOC52PAPT1100017
Agency: Department of Commerce
Office: Patent and Trademark Office (PTO)
Location: Office of Procurement
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DOC52PAPT1100017
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Solicitation
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Added: Dec 20, 2010 7:57 pm
The United States Patent and Trademark Office (USPTO) seeks to award a contract for Enterprise Contact Center (ECC) infrastructure support services. The Enterprise Contact Center (ECC) system currently utilizes state-of-the-art contact center technology to modernize customer service for United States Patent and Trademark Office (USPTO). The ECC system provides USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services. The ECC system includes the following functionality: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Teletype/Telecommunications Devices for Deaf (TTY/TDD) services, unified messaging (fax, voice and e-mail) and integration with the USPTO Customer Contact Management System (UCCMS) (Siebel CRM tool) and USPTO's Enterprise Asset Management System (EAMS) (Remedy help Desk tool). The ECC currently operates in the USPTO's Alexandria Headquarters (with users connected to the USPTO's Nortel PBX) and Randolph Sq., Shirlington, Va. Currently the system serves 25 business centers utilizing approximately 500 agents and supervisors. The objective of requested services is to maintain the ECC system. The USPTO requires programming and analysis support services to maintain and support the version of the Automated Information System (AIS) now in production, and any new versions that are deployed during the life of this contract. The period of performance for this requirement is anticipated to be for a base period of one year and four additional one-year option periods. This requirement is anticipated to be an 8(a) set-aside under North American Industrial Classification System (NAICS) Code 541519. Further instructions will follow in the Request for Proposal. The estimated release date of the Request for Proposal (RFP) will be the end of December 2010 or January 2011. The RFP will be posted on USPTO's business opportunity Internet site at http://www.uspto.gov/about/vendor_info/current_acquisitions/index.jsp. Interested parties are responsible for checking the website regularly for release of the RFP and for other procurement-related documents. Since all procurement-related documents will be released via the Internet, a mailing list and list of interested vendors will not be available. Interested firms officially certified by the Small Business Administration as 8(a) must respond to the RFP in order to be considered for award of any resultant contract. Questions regarding this procurement should be addressed to Chris Hannah at Chris.Hannah@USPTO.GOV.
Added: Jun 29, 2011 7:10 pm
The subject Request for Proposal (RFP) is hereby released on this FEDBIZOPPS.GOV website. The RFP will not be posted on USPTO's business opportunity Internet site at http://www.uspto.gov/about/vendor_info/current_acquisitions/index.jsp. Interested parties are responsible for checking this FEDBIZOPPS.GOV website regularly for release of other procurement-related documents such as questions and answers or possible RFP amendments. Since all procurement-related documents will be released via the Internet, a mailing list and list of interested vendors will not be available. Interested firms officially certified by the Small Business Administration as 8(a) must respond to the RFP in order to be considered for award of any resultant contract. Questions regarding this procurement should be addressed as instructed in the RFP.
Added: Jul 08, 2011 2:59 pm
The purpose of this modification is to (1) Issue Amendment 0001 to the subject RFP, (2) Replace the originally posted RFP Attachment 1 (1 page) with new RFP Attachment 1 (5 pages) and (3) correct a statement in the last synopsis modification. 

(1) Amendment 0001 to the RFP is hereby posted
(2) The orignally posted RFP Attachment 1 was missing the last four years which are now being added.  
(3) All procurement documents will be posted both on FedBizzOpps and on the USPTO homepage.  Offerors are required to check both websites for all procurement related documents. 
Added: Jul 18, 2011 6:15 pm
The purpose of this modification is to (1) Issue Amendment 0002 to the subject RFP, (2) Post the Questions and Answers submitted in response to this RFP, (3) Post a copy of RFP Attachment "1" in Excel Format and (4) Post a copy of RFP Attachment "2" in Word Format. 
Added: Jul 21, 2011 6:24 pm
The purpose of this modification is to (1) Issue Amendment 0003 to the subject RFP and (2) Post one additional question and answer submitted in response to this RFP.
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RFP Attachment 1

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1
Posted Date:
June 29, 2011
Description: RFP Attachment 1

RFP Attachment 2

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 2
Posted Date:
June 29, 2011
Description: RFP Attachment 2

RFP Attachment 3

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 3
Posted Date:
June 29, 2011
Description: RFP Attachment 3

Solicitation 1

Type:
Solicitation
Posted Date:
June 29, 2011
Description: RFP

Solicitation 1

Type:
Solicitation
Posted Date:
June 29, 2011
Description: RFP Cover Page

Amendment 1

Type:
Mod/Amendment
Posted Date:
July 8, 2011
Amendment 0001.pdf (147.00 Kb)
Description: Amendment 0001 to the RFP

RFP Attachment 1 Base Year

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1 Base Year
Posted Date:
July 8, 2011
Description: RFP Attachment 1 Base Year

RFP Attachment 1 Option Year 1

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1 Option Year 1
Posted Date:
July 8, 2011
Description: RFP Attachment 1 Option Year 1

RFP Attachment 1 Option Year 2

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1 Option Year 2
Posted Date:
July 8, 2011
Description: RFP Attachment 1 Option Year 2

RFP Attachment 1 Option Year 3

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1 Option Year 3
Posted Date:
July 8, 2011
Description: RFP Attachment 1 Option Year 3

RFP Attachment 1 Option Year 4

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
RFP Attachment 1 Option Year 4
Posted Date:
July 8, 2011
Description: RFP Attachment 1 Option Year 4

Amendment 2

Type:
Mod/Amendment
Posted Date:
July 18, 2011
Amendment 0002.pdf (208.32 Kb)
Description: Amendment 0002
Description: RFP Questions and Answers

Solicitation 3

Type:
Solicitation
Posted Date:
July 18, 2011
Description: RFP Attachment "1" in Excel Format

Solicitation 3

Type:
Solicitation
Posted Date:
July 18, 2011
Description: RFP Attachment "2" in Word Format

Amendment 3

Type:
Mod/Amendment
Posted Date:
July 21, 2011
Description: Amendment 0003 to the RFP

Question and Answer submitted in response to the RFP

Type:
Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Label:
Question and Answer submitted in response to the RFP
Posted Date:
July 21, 2011
Description: Question and Answer pertaining to RFP.
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P. O. Box 1450 - Mail Stop 6
600 Dulany Street, MDE, 7th Floor
Alexandria, Virginia 22313-1450
:
600 Dulany Street
Alexandria, Virginia 22313
United States
:
Chris S Hannah,
Contracting Officer
Phone: 571-272-6555
Fax: 571-273-6555