This Is A Request For The Submission Of White Papers Wp Only Responses To This Notice Will Be Used By The Government To Make Appropriate Acquisition Decisions This Notice Is For Planning Purposes Only And Does Not Constitute An Invitation For Bid Request For Proposal Solicitation And Request For Quote Or An Indication That The Government Will Contract For The Items Contained In This Notice This Request Is Not To Be Construed As A Commitment On The Part Of The Government To Award A Contract Nor Does The Government Intend To Pay For Any Information Submitted As A Result Of This Request The Government Will Not Reimburse Respondents For Any Cost Associated With Submission Of The Information Being Requested Or Reimburse Expenses Incurred To Interested Parties For Responses To This Notice Or Any Follow Up Information Requests No Telephone Calls Will Be Accepted Requesting A Bid Package Or Solicitation There Is No Bid Package Or Solicitation All Interested Sources Must Respond To Any Future Solicitation Announcements Separately From Responses To This Request For The Submission Of White Papers Overview The General Services Administration Gsa Public Building Services Pbs National Capital Region Ncr Manages Federal Space And Provides Real Estate Solutions To Government Agencies Located In The Washington Metropolitan Area Which Includes The District Of Columbia And Adjacent Counties Of Maryland And Virginia Gsa Ncr S Owned Regional Portfolio Is Composed Of 14 Campuses With Multiple Related Buildings And 54 Separate Buildings That Are Above 10 000 Gross Square Feet Hereafter Referred To As Portfolio Desired Knowledge Base For The Considered Requirement Is Innovation Ability And Experience Integrating A Decentralized Call Center Gsa Is Considering An Acquisition For A Requirement That Would Request A Vendor To Evaluate Prioritize And Dispatch Service Tickets Also Known As Work Orders Based On Omnichannel Approach Via Various Electronic Means Including But Not Limited To Telephone Text Web Chat Machine Learning Based Chatbot Webportal Mobile Application Interactive Voice Response Ivr Short Message Service Sms E Mail Attention To Customer Needs Correct And Consistent Prioritization And Delivery And Other Work Items Will Be Considered Basic Services For Any Potential Contact Center Requirement Objective Gsa Ncr S Primary Objective Is To Unify The Service Ticket Receipt Services Into A Singular Contact Center Support Service Ccss To Address Work Orders And Specifically To Provide An Accurate Accounting Of The Receipt Dispatch Tracking And Closeout Of Service Tickets This Operation Would Function 24 Hours A Day 7 Days A Week 365 Days A Year With Live Operator Assistance Monday Through Friday From The Hours Of 6 00 Am Eastern Time To 6 00 Pm Est This Support And Functionality Includes But Is Not Limited To Receipt Of Service Ticket Information Creation Of Service Tickets In The National Computerized Maintenance Management System Ncmms Inputting Of On Behalf Of Information In Service Tickets Includes A Person S Name E Mail Address And Phone Number Creating A Person S Record As Required Dispatch Of Service Ticket Information To The Specified Building Management Offices Bmo S Or The Designated Operations And Maintenance O Amp M Contractor Representatives Monitoring Of Service Ticket Progress Tracking Of Service Ticket Communication Closeout Of Service Tickets Creation Of Monthly Contact Center Performance Reports Inputting Of Tenant Information Keeping Records Of Electronically Submitted Tickets Keeping Recordings Of Phones Calls Submitted Providing Multiple Canned And Ad Hoc Performance Reports White Paper Submission Guidelines Submitted White Papers Are Discouraged From Being Marketing In Nature White Papers Must Be In The Following Forma
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