Notice ID: OIG2400015
The Department of Commerce (DOC), Office of Inspector General (OIG) is awarding a contract to perform Hotline complaint intake services, including phone, email, and online complaint form submissions, for any allegations of fraud, waste, abuse, and mismanagement. The Contractor will host and operate, and may develop, a web-based OIG Hotline complaint intake form on Contractor owned and operated IT infrastructure. The Contractor shall forward OIG Hotline reports to the DOC OIG managed case management system (CMS) using Government Furnished Equipment (GFE) provided by DOC OIG.
Requirements Include:
Continuity of Services. The services and requirements under this contract are vital to the Government and must be continued without interruption from the existing contract to the new contract. The contractor shall provide their methodology and transition-in plan to accomplish this requirement. (See Section 17.0 below for further information.)
Telephone Calls. The contractor shall provide 24-hour, 7 day per week, phone, and voicemail access to a Hotline.
- Live Hotline trained operators shall answer phone calls during government business hours from 7:00 a.m. to 6:00 p.m. Eastern Standard Time (EST) Monday through Friday excluding Federal Holidays.
- Messages left on voice mail during non-government business hours shall be called back by the next government business day…
Online Form Submissions. The Contractor shall operate a publicly accessible, web-based Hotline complaint intake form on Contractor owned and operated IT infrastructure. The web-based complaint form must be customized and/or tailored to meet the specific needs of the OIG. Online form submissions are reviewed and processed on a regular basis during the workday. The online forms should be uploaded into OIG’s case management system (CMS) in PDF format…
System Boundary. The contractor IT resources processing OIG’s Hotline complaint intake must be segregated from other contractor IT resources not processing OIG’s Hotline compliant intake through a Virtual Local Area Network (VLAN) or similar setup …
Security Requirements for Information Technology Resources. The contractor will ensure adherence to the relevant provisions of 48 C.F.R. § 1352.239-72, incorporated here by reference and NIST 800-53 series for recommended security controls for Federal information systems and organizations …
Exporting Data. The contractor’s system must have the ability to create and export data files to be compatible with OIG’s case management system. Acceptable formats to export the data files will be, in order of preference, emails will be required to be converted to Adobe PDF; attachments received from complainants can be provided in Adobe PDF or a Microsoft Office program such as Word; Excel; and PowerPoint. Any complaint document transmissions from contractor to DOC OIG program manager will be via encrypted means…
The Period of Performance will be for One (1) year, plus Four (4) option years.
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