DOC SOO: USPTO UCCMS Support

RFQ ID RFQ1510730

“2. Purpose

The Office of Infrastructure Engineering and Operations (OIEO) provides the leadership, policies, programs, services and systems necessary to meet the infrastructure needs of the United States Patent and Trademark Office workforce. This encompasses management of the End User Services Product including the USPTO Customer and Contact Management System (UCCMS).

UCCMS is a Seibel based Customer Relationship Management system (CRM) providing a web-based portal allowing USPTO Customer Service Representatives (CSRs) across multiple call and contact centers to respond to external USPTO customer inquiries. UCCMS allows for a better management of the customer service process, customer information, and responding to customer questions using a knowledge-based system.

UCCMS manages and tracks all customer inquiries via Service Requests. Service Requests are the central data object for managing and resolving customer service and track all customer inquiries, interactions, and actions taken to resolve the requests.

Contacts are created and stored in the system for each external customer. External customer communications are primarily received via phone and email.

Phone inquiries are managed via the Computer Telephony Integration (CTI) with Genesys PureConnect.

UCCMS sends and receives email communications via specific contact center mailboxes that integrate with the USPTO Microsoft Outlook client and the backend USPTO Microsoft Exchange email services.

UCCMS uses Oracle/Siebel BI Publisher and Oracle Business Intelligence Enterprise Edition (OBIEE) for reporting. UCCMS performs address validation using an Oracle Enterprise Data Quality server.

The vendor will establish and implement an Agile-based governance structure. The vendor will exhibit agile and lean best practices to provide transparency across the operation, as well as, develop enhancements and deploy to the target solutions, update solutions as necessary to keep them on the latest version of all software components, and perform operations and maintenance for the target solutions.

The purpose of this Statement of Objectives (SOO) is to secure operations, maintenance, and the development of solutions that bring value to the USPTO stakeholders through lean, innovative, efficient, effective, and agile techniques. All work must conform to applicable federal government regulations and policies, as well as other agency supplemental regulations and policies as appropriate.

  1. Scope

Provide full lifecycle support for a successful Agile DevSecOps effort to continue the operations and maintenance of the USPTO Customer Contact Management System and full lifecycle support for the development, modernization, and enhancements of the product.  This will include but is not limited to:  business process documentation, requirements analysis, development of user stories, functional and technical elaboration, coding, testing, production/release support, defect/bug fixes, daily operation, predictive maintenance, data management/maintenance, and administrative support. Work will be prioritized by the Product Owner (PO) during Release/Sprint Planning based on business priorities.

Provide Agile teams that are cross-functional and have required skills with an appropriate mix of resources and skills to deliver business value in each sprint or iteration. A dedicated team with cross-functional skills allows for flexibility and problem solving, thus avoiding delays and blockers related to “outside of the team” assistance, expertise, or authorization. Utilizing full-stacked resources allows for adaptability and a more cost-effective team.

In addition to collaborative team dynamics, teams and team members are expected to work with other teams and possibly vendors, within and across product lines to successfully deliver integrated solutions that achieve USPTO’s goals, in line with USPTO standards and guardrails…”

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