Notice ID: 36C10A24Q0026
OIT FSC is charged with combatting fraud, waste, and abuse (FWA) across all OIT communication and operational channels. FSC is looking for a wholistic, technical solution that will provide data for predictive analytics and subsequently allow for a more proactive approach to preventing FWA. This will use Interactive Voice Response (IVR) and/or Voice Biometrics that can be plugged into the telephony ecosystem. This solution will complement our near-state workforce optimization system specifically to protect Veterans and their personally identifiable information (PII) from fraudulent activities.
FSC is seeking FedRAMP (Moderate) Caller Fraud Prevention SaaS solution Nuance Gatekeeper or equal to integrate with the Enterprise Call Center services. The solution shall be available weekdays during hours of operation of the Enterprise Call Center excluding Federal holidays with an uptime of at least 99%.
The solutions shall prevent caller fraud by enhancement of the current manual authentication processes with automated or two-factor authentication (2FA) systems and processes.
The solution shall capture the following data elements which is to be used for reporting and analytics:
- Device properties like device type, geo-location, and carrier
- Acoustical properties
- Date and time stamps
- History
- Full audio
The Contractor shall provide Nuance Gatekeeper Brand Name or Equal Call Center Fraud Prevention documentation that includes: a detailed list of the solution’s technical specifications, 508 compliance, network connections, encryption (if any), level of access for users on the system.
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