“The General Services Administration (GSA) seeks a Provider/Offeror to:
Provide “Call Center and Facilities Operations Support for GSA Region 10 locations in Washington, Alaska, Idaho, and Oregon”.
Location 1: Physical worksite to be identified by the contractor. Personnel under this contract will not be required to physically report to a federal facility.
The project includes, but is not limited to, providing all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform GSA Call Center services.
This support also includes, but is not limited to, dispatch services: receive facility operations, maintenance, and custodial service requests by various electronic means (such as telephone, fax, internet and/or email) and create, monitor, update and close-out work requests, including any action(s) taken by various service personnel.
Receive electronic automated calls, emails, and text messages from Building Monitoring and Control (BMC) System computers.
Use Government provided electronic web-based tool for creating, updating and reporting on active and historical work requests.
Data input using GSA National Computerized Maintenance Management System.
- Create “People” records.
- Create work orders.
- Track work order communication (Log Tab).
- Closeout work orders.
- Create monthly call center performance reports.
- Contractor shall support the Customer Satisfaction Surveys by input of tenant information.
- Support Customer Satisfaction Surveys
Contractor to provide electronic web-based tool for maintaining call out procedures and building contact list. Migrate Historical Data to New Systems (if applicable).”