DOC OIG RFQ: Web-Based OIG Hotline Complaint Intake Services

Notice ID:  RFQ1331L524Q13040012

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.

The objective of this Performance Work Statement (PWS) is to acquire contractor services to provide OIG Hotline complaint intake services by receiving and documenting any allegations of fraud, waste, abuse, and mismanagement by the following methods:

Contractor hosting, managing, and operating a public website that allows the public to submit DOC OIG hotline requests via webform. See example site: www.govcomhotline.com/DOC1;

• Contractor shall accept submissions by email;
• Contractor shall accept submissions by phone call.

The contractor shall expeditiously forward the reports on to OIG Hotline staff for disposition. The contractor shall enter complaint information directly into OIG’s case management system. The amount of online web submission, emails, and telephone calls received on a yearly basis is approximately 1,000 contacts (excluding spam).[1]

Requirements

1. 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.)
2. Telephone Calls. The contractor shall provide 24-hour, 7 day per week, phone, and voicemail access to a Hotline.
   1. 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.
   2. Messages left on voice mail during non-government business hours shall be called back by the next government business day.
   3. Messages left on voice mail because the operators were busy taking other DOC OIG Hotline calls shall be returned within four (4) hours.
   4. Calls should be answered within 5 rings.
   5. Phone calls answered by a live operator and emails/web submissions shall be entered into the OIG ‘s case management system using GFE the same business day.
   6. Callback requests shall be responded to the following business day.
   7. For certain non-DOC-related complaints (e.g., sweepstake scams), the contractor shall provide the caller with forwarding information to the federal entity (e.g., Federal Trade Commission) that can best address their complaint.
   8. The Contractor shall ask complainants who report by phone to specify whether they would like OIG to keep their contact/identifying information confidential.
   9. Calls Shall Not Be Recorded or Traced.
3. 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 …

The Period of Performance will be for One (1) year, plus Four (4) option years.

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