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R--Army Wounded Soldier and Family Call Center

Solicitation Number: W9124J-12-R-0002
Agency: Department of the Army
Office: Army Contracting Command, MICC
Location: MICC Center - Fort Sam Houston (JBSA)
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Added: Oct 05, 2011 10:22 am
The Mission and Installation Contracting Command (MICC) Center - Fort Sam Houston (FSH) intends to issue a solicitation for the U.S. Army Wounded Soldier and Family Call Center for the U.S. Army Medical Command Medical Assistance Group (MMAG) located at Fort Sam Houston, TX. The Chief of Staff of the Army activated The Wounded Soldiers and Family Hotline (WSFH) in 2007. The purpose of the WSFH is two-fold: 1) To offer wounded, injured, and ill Soldiers and family members a way to share concerns on the quality of patient care and 2) To provide Senior Army leaders with visibility on medically-related issues so they can properly allocate resources to better serve Soldiers and families. The contractor shall perform call center operation services, including performance of day to day operations for the Army Wounded Soldier and Family Hotline program under MMAG. The contractor shall provide personnel to service a 24 hour hotline 7 days a week with incoming call volume estimated at approximately 200 calls per week. The contractor shall utilize the toll free call line to respond to Army families, Soldiers, Retirees, Veterans, and Disabled Soldiers (beneficiaries) who are seeking information, or medical administrative issues. Specific areas of expertise include, but are not limited to, superb communication skills, call center and customer service operations; knowledge of Soldier and Family member issues/concerns and the skills needed to optimize the efficiency and effectiveness of processing the caller's request for assistance. Previous military experience, specifically Army Medical Department knowledge, is desirable. The contractor is responsible for preparing workload/caseload reports, providing analysis and trending reports, preparing information papers and other reports as requested by the MMAG. In addition, the contractor shall market the WSFH existence and functions to inform the military community they serve. The Government may identify other Soldier program initiatives involving call center capabilities or services during the period of performance. This is a follow-on requirement. The current contract is W91WAW-08-C-0006. The designated NAICS Code is 561110, Office Administrative Services, with a size standard of $7.0 million. This acquisition anticipates a Service-Disabled Veteran-Owned Small Business (SDVOSB) set-aside. The contract type is FFP. The Government anticipates a contract length of a 12 month base period and three (3) one-year option periods. The solicitation and resultant contract will contain FAR 52.217-8, Extension of Services, which will be evaluated as part of the contract. However, the extension period is not reflected in the period of performance. The solicitation will be issued as a Request for Proposal (RFP) utilizing FAR Part 15, Lowest Price Technically Acceptable (LPTA). The Government anticipates release of the solicitation on or about 28 October 2011, with a projected closing date of 28 November 2011. These are projected dates and are subject to change. This solicitation and all amendments will be issued to Federal Business Opportunities Website (FedBizOpps) at Offerors are required to check the above websites daily to be notified of any changes to the solicitation. Once the solicitation is posted, it is incumbent upon the interested parties to review this site frequently for any updates/amendments to any and all documents. A pre-proposal conference and site visit will be held at Fort Sam Houston, TX. The date and time will be provided in the solicitation, or subsequent amendments. All contractors are encouraged to attend and should register in accordance with the requirements to be provided in the solicitation. Interested parties must be registered in the Central Contractor Registration (CCR) to receive a government contract award. You may register with the CCR at Online Representations and Certifications Application (ORCA) must also be completed for award. Please register Representations and Certifications at The points of contact are Ms. Jacqueline Montague, Contract Specialist, at email and Ms. Theresa Glasgow, Contracting Officer, at email
MICC Center - Fort Sam Houston (JBSA), Directorate of Contracting, 2107 17th Street, Bldg. 4197 , Fort Sam Houston, TX 78234-5015
MICC Center - Fort Sam Houston (JBSA) Directorate of Contracting, 2107 17th Street, Bldg. 4197 Fort Sam Houston TX
Jacqueline Montague, 210-221-4155

MICC Center - Fort Sam Houston (JBSA)