1. GENERAL SERVICES ADMINISTRATION USAContact Program Multi-channel Contact Center Services Pre-solicitation Conference Robert H. Corey Contracting Officer Date: March 5, 2007

2. 2 USAContact Pre-solicitation Conference GSV07PD0003 INTRODUCTION TO THE PROGRAM  HISTORY OF THE REQUIREMENT  OPERATIONAL ELEMENT OF THE GSA USA SERVICES  SPONSORED BY GSA’s OFFICE OF CITIZEN SERVICES AND COMMUNICATIONS  MONITORED BY THE OBM  FULL AND OPEN COMPETITION  IDIQ CONTRACTS

3. 3 USAContact Pre-solicitation Conference GSV07PD0003  CONTRACT MINIMUM / PROGRAM MAXIMUM  MULTIPLE AWARDS  NATIONWIDE SERVICE  AVAILABLE FOR USE BY ALL FEDERAL AGENCIES  GSA STRATEGIC SOURCING  CHANNELS OF COMMUNICATION

4. 4 USAContact Pre-solicitation Conference GSV07PD0003 SCHEDULE OF COSTS AND PRICES  PRICE ELEMENTS  Project Start up  Facilities and Equipment  Training  Knowledge and Content Management  Project Implementation

5. 5 USAContact Pre-solicitation Conference GSV07PD0003  Project Management Support  Telecommunications, Automated, Support Services  Attended Services  SCALABILITY (MIX AND MATCH)  PRICING FOR BASE AND NINE ONE-YEAR OPTIONS  ENTENDED PRICING SCHEDULE

6. 6 USAContact Pre-solicitation Conference GSV07PD0003  FULLY LOADED CEILING PRICE RATES  DEPARTMENT OF LABOR WAGE DETERMINATION

7. 7 USAContact Pre-solicitation Conference GSV07PD0003 SCOPE OF WORK: The Contractor shall provide a wide range of automated and manual customer support services to respond to inquiries about Federal government programs, policies, information sources and agencies from the general public, Congressional offices, business and professional communities, academia, government offices, and electronic and print media. The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services, as required, to meet the requirements of the Government. In addition to providing customer support services, the Contractor shall perform all technical and management functions, as described in this SOW, to plan, design, implement, operate, and manage the contact center solutions. The Contractor shall also provide any special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government.

8. 8 USAContact Pre-solicitation Conference GSV07PD0003 LOCATION OF SERVICES: The geographic scope of this solicitation encompasses primarily contact centers that will be located in the United States. The Contractor shall respond to inquiries and fulfillment requests originated from within the United States and from foreign countries. OBJECTIVES:  Position the Government’s public information services on par with or exceeding private industry standards by providing customers with easily accessible, accurate, timely, and professional responses to their inquiries via their preferred method of communication.

9. 9 USAContact Pre-solicitation Conference GSV07PD0003  Provide capability to respond quickly to provide fully managed multi-channel inquiry response and management solutions to meet the needs of Federal agencies and programs in emergency and crisis situations.  Provide increased capability to measure and control the delivery of information services to meet the evolving needs of citizens.  Provide solutions that comply with federal information systems security requirements.  Gain and sustain access to commercial off-the-shelf, state-of-the-art technology that is secure and scalable to meet current and future requirements.  Control information dissemination costs.  Promote job opportunities for individuals who are blind or severely disable.

10. 10 USAContact Pre-solicitation Conference GSV07PD0003 PROPOSALS, EVALUATIONS, DISCUSSIONS, AWARD  REQUEST FOR PROPOSAL TIMELINE  ISSUANCE OF REQUEST (RFQ) FOR PROPOSAL  QUESTIONS  AMENDMENT WITH ANSWERS TO ALL QUESTIONS  PROPOSAL DUE DATE  CONTACTS BETWEEN GOVERNMENT AND OFFERORS

11. 11 USAContact Pre-solicitation Conference GSV07PD0003  TECHNICAL PROPOSAL  HARD AND ELECTRONIC COPIES  125 PAGE LIMIT  EXECUTIVE SUMMARY  EXPERIENCE AND PAST PERFORMANCE  TECHNICAL APPROACH  MANAGEMENT PLAN  SECURITY PLAN  SPECIAL HIRING PLAN

12. 12 USAContact Pre-solicitation Conference GSV07PD0003  PRICE PROPOSAL  HARD AND ELECTRONIC COPIES  UNIT PRICES  PRICE REALISM  WAGE DETERMINATIONS  BALANCE  BASIS FOR AWARD  BEST VALUE  TECHNICAL SIGNIFICANTLY MORE IMPORTANT THAN PRICE  UP TO TEN (10) AWARDS

13. 13 USAContact Pre-solicitation Conference GSV07PD0003  EVALUATION PROCESS  ORDER OF IMPORTANCE – TECHNICAL IS SIGNIFICANTLY MORE IMPORTANT THAT PRICE  BOTH FACTORS AND SUBFACTORS ARE WEIGHTED  DISCUSSIONS WRITTEN AND ORAL  FINAL PROPOSAL REVISION  ANTICIPATED AWARD DATE

14. 14 USAContact Pre-solicitation Conference GSV07PD0003 TASK ORDER MANAGEMENT  TASK ORDER CONTRACTING OFFICER  FAIR CONSIDERATION PROCESS  ISSUANCE OF REQUESTS FOR QUOTATION  PRICING METHODS  FIXED MONTHLY PRICE  VOLUME BAND PRICING  PER SEAT PRICE  TIME AND MATERIALS

15. 15 USAContact Pre-solicitation Conference GSV07PD0003  CEILING RATES MAY BE DISCOUNTED, BUT NOT EXCEEDED  SPECIFIC WAGE DETERMINATION MUST BE USED  TECHNICAL AND PRICE QUOTATION NEXUS  IMPORTANCE OF SMALL BUSINESS AND NIB  METHOD OF EVALUATION  AWARDS MAY INCLUDE CONTRACT ACCESS FEE