Notice ID: 36C10A24Q0026
Description
Call Center Cloud-Based Authentication and Fraud-Prevention Solution Page 4 of 68 Request for Information and Sources Sought Notice Call Center Cloud-Based Authentication and Fraud Prevention Software Solution This is a Request for Information and Sources Sought (RFI) Notice only. This RFI notice is for planning purposes only and shall not be considered an Invitation for Bid, Request for Task Execution Plan (TEP), Request for Quotation, or a Request for Proposal. Additionally, there is no obligation on the part of the Government to acquire any products described in this notice. Your response to this RFI notice will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI notice.
This RFI notice does not constitute a solicitation for quotes/proposals or the authority to enter negotiations to award a contract. No funds have been authorized, appropriated, or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted, or competition sensitive information contained in their response.
The Government does not intend to pay for the information submitted in response to this RFI notice. Any Service-Disabled Veteran-owned small businesses (SDVOSBs) or Veteran-owned small businesses (VOSBs) responding to this RFI notice must include their intent and ability to meet set-aside requirements for performance of this effort in accordance with the Department of Veterans Affairs (VA) Acquisition Regulation (VAAR) 852.219-73 or 852.219-74, VA Notice of Total SDVOSB/VOSB Set-Aside; specifically the requirement for at least 50% of the cost of manufacturing or 50% of the services be performed by yourself and/or other eligible/verified SDVOSB/VOSB concerns; and certification from the Small Business Administration (VetCert).
It is requested that all companies interested in participating in this effort please note their interest and provide indication of their respective capabilities to perform the effort, as described in the paragraphs below. Any information submitted by respondents to this RFI notice is strictly voluntary. All submissions become Government property and will not be returned. VA reserves the right to not respond to any, all, or select responses or materials submitted. All requirements identified herein are subject to change at any time. The purpose of this RFI notice is for planning purposes, to identify market information and qualified contractors who are able to meet VA s requirement. Any information provided in response to this RFI may be used by VA in developing its acquisition strategy and Performance Work Statement (PWS). The North American Industry Classification System (NAICS) code considered for this requirement is 541519 (Other Computer Related Services); the small business size standard for this NAICS is $34 million dollars.
Be advised that set-aside decisions may be made based on the information provided in response to this RFI. Responses should be as complete and informative as possible. It is the responsibility of potential offerors to monitor the Governmentwide Point of Entry for additional information pertaining to this requirement. BACKGROUND The Department of Veterans Affairs (VA), Financial Services Center (FSC) Financial Technology Service (FTS) provides high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care, as well as throughout all the points of the Veterans health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals. See attached PWS for additional details. REQUIREMENT The VA FSC is seeking a FedRAMP-authorized Caller Fraud Prevention Software as a Service (SaaS) solution. The Contractor shall provide project management support, implementation support, training, and operations support.Â
Please see Performance Work Statement (PWS) for full list of requirements. HOW TO RESPOND It is requested that the vendor respond to the following: Your response must address capabilities specific to the services required in the attached PWS and must include the following: Provide a summary of your technical capabilities to meet the requirements detailed in the draft PWS, including: Your company s capabilities and experience supporting federal agencies in providing a SaaS product for a call center and identify how your SaaS product can satisfy the requirements listed in the PWS. Federal experience shall detail recent, i.e., within the last two years, specific examples or references and must include a brief description of your direct support of the effort, the agency, point of contact, dollar value, and contract number. Detail your company s SaaS product cloud infrastructure and accessibility from various client devices through either a thin client interface, such as a web browser (e.g., web-based email) or a program interface.
The solution shall not require download of software to VA computers. The Government will not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage or individual application capabilities. The solution shall be vendor or third-party hosted and require no servers within VA. Confirm that your proposed SaaS solution is in accordance with the NIST 800-145 definition of SaaS and describe the hosting environment. On-demand self-service Broad network access Resource pooling Rapid elasticity Measured service Describe the SaaS software solution, its IVR and voice biometric features, data analytical and reporting capabilities, the vendor s security posture explaining your ability to protect your networks, information and systems and your wholistic approach to prevention of call center fraud. Detail any interfaces or custom development that your SaaS solution requires ahead of go-live. Can your company s proposed SaaS solution meet all PWS requirements without developing interface(s) or performing any kind of custom development? Does your company have existing Application Programming Interfaces (API) with other commercial cloud products?
Describe your pricing model, including as applicable, any threshold for named user subscriptions and/or enterprise/site subscription. What is your licensing structure (individual or subscription, call volume or annual license, etc.)? Is your pricing model driven by total users, concurrent users, transaction-based, number of records, etc.? Are any additional services needed outside of the subscription model (e.g., configuration to meet functional requirements, data storage, data migration, additional features)? If so, please provide the items and proposed price for these additional services. Provide commercially available list pricing for the SaaS solution that can meet the Government s minimum requirements, including recommended quantities, unit pricing, and any additional anticipated costs to meet the Government s minimum requirements. What are your options for solution support and/or maintenance? What are your options for end-user training? For the SaaS portion of this effort, is your SaaS Solution: FedRAMP approved?
FedRAMP in process? Have an existing ATO? If none of the above, is your company willing to obtain FedRAMP approval? Is your solution: Section 508 compliant? Able to (potentially) handle 10M calls per year? Compatible with: Cisco 12.6 telephony infrastructure? Calabrio Workforce Optimization Suite? Pega Workforce Intelligence? Does your solution offer multi-factor authentication or an alternative solution for validating individuals? Briefly describe the proposed solution s functionality regarding data analytics, detection of robotic dialing, account takeover prediction and building caller profiles. Detail your company s support Service Level Agreements (SLAs) for all tiers of service. What was your uptime rate during the past 12 months? Describe your how your company communicates and executes software updates.
Has the draft PWS provided sufficient detail to describe the technical/functional requirements that encompass the software development and production operations support services to be performed under this effort  Yes  No (if No, answer the 8b question) If NO , please provide your technical comments/recommendations on elements of the draft PWS that may contribute to a more accurate proposal submission and efficient, cost-effective effort. Tell us what challenges you have experienced supporting a federal agency in providing a SaaS product for a call center implementation and how they were resolved.
Indicate the likelihood of your company responding to a solicitation should this RFI notice result in an acquisition. Identify existing contract vehicle(s) number(s) you currently hold for which this requirement would be within scope and currently available General Services Administration. (GSA), National Aeronautics and Space Administration (NASA) (Solutions for Enterprise-Wide Procurement) GWAC (Government-Wide Acquisition Contract (SEWP), etc.). If other than a Small Business, does your company have available SDVOSB or other Small Business resellers available? Note: Small Businesses should include intent and ability to meet set-aside requirements for performance of this effort, if applicable. Note: SDVOSBs should include intent and ability to meet the Small Business Administration s Veterans Small Business Certification (VetCert). Include the company profile, including the following identification information:
Company Name SAM Unique Entity Identifier (UEI) Number under which the company is registered in SAM. Include a statement regarding the company s socioeconomic status (including business type (s)/certifications(s) such as Small Business Administration (SBA), 8(a), Historically Underutilized Business Zones (HUBZone), Service-Disabled Veteran-Owned Small Business (SDVOSB), Woman Owned Small Business (WOSB, etc.) NAICS Code(s) Company Address Point of contact name of a person with the authority and knowledge to clarify responses with government representatives POC Telephone number POC Email address Respondents are requested to identify any additional information considered applicable to this RFI Notice. INSTRUCTIONS FOR SUBMITTING QUESTIONS AND RESPONSES There is a page limitation for this RFI of 30 pages. The Government will not review any other information or attachments included, that are in excess of the 30-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI.
Generic capability statements will not be accepted or reviewed. Questions are due no later than January 12, 2024 and Responses shall be submitted electronically by January 16, 2024 via email to Joshua Lemonds, Contract Specialist, at Joshua.Lemonds@va.gov and Richard Melton, Contract Specialist, at Richard.Melton2@va.gov. Information submitted any other method will not be considered. Please note Call Center Cloud-Based Authentication and Fraud Prevention Software Solution RFI in the subject line of your response. If you experience any problems or have any questions concerning this announcement, please contact Joshua Lemonds at Joshua.Lemonds@va.gov.
