Introduction

Arlington National Cemetery (ANC) is the nation’s most hallowed ground, where more than 400,000 service members, veterans, and their families are laid to rest. ANC receives about 5,000 calls a month from the public, ranging from basic information to scheduling funerals. To provide better service and support to its customers, ANC is seeking a contractor to operate and manage its Customer Care Support Center (CCSC). This article will provide some historical background, RFP description, participation criteria, and challenges for this opportunity.

Historical Background

In 2011, ANC partnered with the Army’s Information Technology Agency (ITA) to establish the Consolidated Customer Service Center (CCSC) at Fort Detrick, Maryland. The CCSC was responsible for answering calls from the public and resolving 60 to 65 percent of the queries without involving the cemetery staff. The CCSC also used a case management system to track calls and provide reports to ANC. The CCSC contract was awarded to GDI Consulting (GDIC), a leading provider of capture and proposal services for government contractors. GDIC has been providing high-quality and cost-effective services to ANC for over 10 years, helping ANC improve its customer satisfaction and operational efficiency.

RFP Description

The current CCSC contract is set to expire in September 2023, and ANC has issued a new solicitation (W519TC23RCCSC) for the CCSC services. The solicitation is open to small businesses under NAICS code 561421 (Telephone Answering Services), with a size standard of $16.5 million. The estimated value of the contract is $10 million, and the duration is one year base plus four one-year options. The solicitation was posted on beta.SAM.gov on April 15, 2023, and the proposal due date is May 15, 2023.

The scope of work for the CCSC contract includes:

  • Providing customer service representatives (CSRs) to answer calls from the public and provide information on ANC policies, procedures, events, and services.
  • Using a case management system to record, track, and report on calls and customer feedback.
  • Escalating complex or sensitive issues to ANC staff as needed.
  • Providing quality assurance and training for CSRs to ensure consistent and professional service delivery.
  • Providing surge support during peak periods or special events.
  • Coordinating with ANC staff and other stakeholders to ensure seamless communication and collaboration.

Who Should Participate

The CCSC contract is a great opportunity for small businesses that have experience and expertise in providing customer service and call center solutions for government agencies. The ideal contractor should have:

  • A proven track record of delivering high-quality and cost-effective customer service and call center services for government clients, preferably in the cemetery or funeral industry.
  • A deep understanding of ANC’s mission, vision, values, and culture, as well as its customers’ needs and expectations.
  • A team of qualified and trained CSRs who can handle a variety of calls with professionalism, empathy, and accuracy.
  • A robust case management system that can capture, track, and report on call data and customer feedback.
  • A flexible and scalable approach that can adapt to changing customer demands and operational requirements.

Challenges

The CCSC contract is not without challenges. Some of the potential challenges that the contractor may face are:

  • Maintaining a high level of customer satisfaction and loyalty in a sensitive and emotional environment.
  • Handling complex or controversial issues that may arise from customer inquiries or complaints.
  • Ensuring compliance with ANC’s policies, procedures, standards, and regulations.
  • Managing staff turnover and retention issues that may affect service quality and continuity.
  • Integrating with ANC’s existing systems and processes.

Conclusion

The CCSC contract is a valuable opportunity for small businesses that want to support ANC’s mission of honoring the nation’s heroes and their families. The contractor will play a key role in providing customer service and support to ANC’s customers, who are seeking information, guidance, or assistance in their time of need. The contractor will also help ANC improve its operational efficiency and effectiveness by reducing its workload and enhancing its communication and collaboration. To win this contract, the contractor will need to demonstrate its ability to provide high-quality and cost-effective customer service and call center solutions that meet or exceed ANC’s expectations.

With GDI Consulting, you can be confident that you will submit a winning proposal that will impress ANC and secure the CCSC contract. Contact us today to get started.