ࡱ> ` bjbj H|+++8+4+߀ ,,4,,,,4T7,hg<,,<<,,D?D?D?<,,D?<D?D?"y b,, p+j=B{<0߀~{ > xb b|D89D?9t:D8D8D8>D8D8D8߀<<<<dd^""+d^"+  INSTRUCTIONS to offerors Submission of Quotations Each quotation submitted in response to this request for quotation shall consist of two separate packages, placed in separate sealed envelopes/containers identified and appropriately marked as Technical Quotation and Price Quotation and then place both in one sealed submission container. The offeror shall submit an original and XX copies of the Technical and Price Quotations. The quotations shall be accompanied by a transmittal letter, signed by an individual who is authorized to bind the company on contractual issues. The letter shall reference the Request for Quotation and identify the documents being submitted. It shall also acknowledge agreement to a XX day bid acceptance period. The offeror shall enter the following information on the submission envelopes/ containers: (i) the deadline (hour and date) for receipt of quotations; (ii) the solicitation by number and title; and (iii) the offerors name and address. The submission shall be addressed as follows: General Services Administration Office of the Chief Acquisition Officer (OCAO) 1800 F Street, NW (Room G-127) Washington, D.C. 20405 Attention: Robert H. Corey The date and time for receipt of quotations is 3:00 p.m., EST on XX/XX/2006. All questions concerning this request for quotation should be received by close of business on XX/XX/2006. Please ensure that question(s) were not asked and answered during the award solicitation phase of the basic indefinite-delivery, indefinite-quantity (IDIQ) contracts. Offerors are advised that hand-carried quotations must be received at the address shown before the time and date set for receipt of quotations. Hand-carried quotations are subject to the FAR provision 52.215-01 entitled, Instruction to Offerors Competitive Acquisition (Alternate I, Oct 1997) dated May 2001, which is part of the basic IDIQ contract. (Alternative: depending on the urgency of the situation, GSA can ask for quotations to be submitted by email, using .pdf documents) Technical Quotation Submission Requirements An original and XX copies of the technical quotations are required. No prices shall be included in the Technical Quotation. A 75-page limitation has been set for the Technical Quotation. Excluded from this limit is the transmittal letter, title page, quotation index or table of content, list of figures and abbreviations, organizational charts, and resumes of key personnel. (This limitation is based on the number of pages when printed single-spaced on 8 x 11 paper with a 1 margin in 12-point font size. Font size used in figures and tables can be 8-point or higher as long as the content is legible.) Example Technical Quotation Offerors must submit a comprehensive Technical Quotation to provide a basis for sound evaluation by the Government. Quotations that merely offer to provide the requirements as specified in the solicitation, or parrot back the requirements of the solicitation, may be determined technically unacceptable. The Technical Quotation shall be organized as follows: Quotation Index Executive Summary Experience Past Performance Facilities and Technology Infrastructure Technical Approach Management Plan Quotation Index Offerors are required to submit, as part of their technical quotation, an Index referencing the page and paragraph numbers that contain their response/methodology/narrative, on an item-by-item basis, to all requirements of this solicitation. Executive Summary The purpose of the executive summary is to present a brief introduction and overview of the quotation, including a summary of the offerors capabilities and qualifications. The executive summary shall be written so that a layperson can easily grasp the essence of the technical approach and plans being proposed. Experience In additional to general background information, the offeror must provide specific information about experience in operating and managing similar operations, services, facilities, or contracts, and associated contractual or budgetary arrangements. The Government may contact individuals and firms for which the offeror has performed services to evaluate the offerors experience and past performance record. Documentation of Experience The offeror shall provide the following information in its response: A narrative describing its core business lines, number of years of experience designing, implementing, operating and managing multi-channel contact centers, the number and locations of centers currently in operation and how they will be used to support the (required services) task, the type of services and business sectors the centers support, the diversity of languages supported, the total number of full time and part time employees working in those centers, the size and depth of its technical and management staff dedicated to supporting contact center services, and any teaming partners and/or subcontractors proposed as part of the offerors solution. Describe any specialized expertise and/or capabilities, including those offered by teaming partners and/or subcontractors, that may enhance the offerors ability to meet or exceed project requirements. Describe any current and past association and successes with teaming partners/subcontractors in supporting similar projects. A concise description of the offerors experiences and successes in each of the following key disciplines: recruiting, training, and retaining contact center personnel, including those with foreign language skills; implementing, operating, and managing contact centers that support multiple access channels; implementing innovative self-help services, such as web-based FAQ service, to help reduce cost, improve customer service, or both. Provide example(s) of such implementation; supporting projects with stringent information systems security requirements; evaluating and implementing new contact center technology to improve operating and management efficiency and to keep pace with technology trends and evolving customer needs; and implementing, operating, and managing hardware and software solutions proposed for the (required services) task. A concise description of the operational and management processes and programs (e.g. Quality Assurance/Quality Improvement, Training, Disaster Recovery/Contingency Planning) implemented by the offeror that demonstrate a high commitment to service excellence and consistent and repeatable results. Identify any controls and overarching processes that are designed to identify performance problems and/or improvement areas across multiple organizations and/or functions within the company. Identify any processes that are certified by industry organizations and explain why such certifications may enhance the offerors ability to meet or exceed project requirements. Past Performance The offeror shall provide the information identified below in its response to past performance. The offeror is cautioned to include all relevant past performance information, including corrective actions taken, in their quotations as the Government may award without discussions using only the information provided by the offeror in the initial quotation submission and customer provided/Government obtained past performance information. The offeror may be given the opportunity to address adverse past performance information; however, this exchange of information is for clarification only and not for purposes of discussion. A project profile identifying no more than two (2) contact center projects performed within the past five years that are similar in scope to the work performed at the XXXXX. For each of the projects, the offeror shall provide the following information: Project title or name; Name of client/contracting entity; Role (prime or subcontractor); Period of performance (including the original scheduled completion date established at contract/task order award and the actual completion date, with explanation of any variance). If the reference contract is not an existing contract, provide a brief explanation on why the contract is no longer current; Geographic location(s) where contract work was performed; Names, phone numbers and email addresses, if available, of the CO and COTR and/or Commercial Buyer and Project Manager; Annual work volumes by work type and languages supported (e.g. inbound calls, email, facsimiles, fulfillment, etc.); A concise description of the scope and complexity of the project and its relevancy to the (required services) task, the type(s) of inquiries handled, skills and language requirements, complexity of knowledge and case management requirements, variations in work volumes and how they are managed including unforeseen spikes and in crisis and high priority situations; and frequency and complexity of management reports. For each of the above projects, the offeror shall provide a narrative describing overall project performance, including: Project objectives and performance goals, including financial benefits, and whether they were achieved; Major deliverables produced, any awards or recognition that were received for superior performance and/or significant cost savings; Two unanticipated challenges and the corresponding remedial actions; and Any innovative technologies and/or re-engineered business processes proposed and adopted by the customer that resulted in service improvement and/or cost reduction; Facilities and Technology Infrastructure The offeror shall provide in its response a detailed description of the proposed facilities and technology infrastructure for the (required services) task, including the following: Proposed contact center site(s) for supporting the (required services) tasks and an explanation on why the site(s) were selected. Include a copy of the floor plan for the proposed site(s) that clearly shows proposed work areas and associated support space (e.g., reference library, training room(s)), current capacity and expansion capability, and a description of physical security arrangements at the proposed site(s). A block diagram of the proposed technology architecture with appropriate explanation and identification of site location(s), major system components, network and routing devices, power systems, etc., including those used for primary and backup operations. Identify system capacity and scalability where applicable. Proposed technology solutions for supporting the required contact center functions, including but not limited to the following: call processing, queuing, accounting and management; automated voice response; automated fax-back/fax-on-demand; computer telephony integration; TDD/TTY; email routing and management; FAQ service; knowledge management; contact management; workforce management; customer survey automation; compliment and complaint management; service monitoring and quality control; training; fulfillment; voice and electronic mail; and power supply. Describe any unique capabilities that might enhance the offerors ability to offer superior customer service and/or reduce overall costs. Describe how the offeror will ensure that the proposed technology solutions will be fully accessible by individuals with disabilities as required by Section 508 of the Rehabilitation Act Amendments of 1998. Description on the offerors plans and approaches for evaluating and implementing new technology to keep pace with technological advances and/or evolving customer needs. Technical Approach The offeror shall describe how it intends to meet the requirements specified in Section C of this task order SOW. The offerors response shall include the following: A concise description on the offerors proposed solution and approach for providing each of the services specified in the task order SOW. Descriptions should demonstrate an in-depth understanding of the nature of the services, how the offeror will fulfill the requirements, what technology will be used to support the services, and any special capabilities that are unique to the proposed solution that will enhance the offerors ability to meet or exceed project objective. Describe any industry best practices that will be employed by the offeror to accomplish task objectives and performance goals. The offeror shall describe plans and approaches on how the proposed services will be implemented. The quotation shall not merely offer to conduct an investigation or perform work in accordance with the stated requirements, but shall outline the actual technology, approach, and/or methodology proposed. A concise description of the offerors plans and approaches for effective information and knowledge management, including the following: Proposed methodologies and approaches for collecting, formatting, maintaining, and sharing knowledge and data for all access channels; Proposed methodologies and approaches for capturing, administering, and analyzing inquiry data for all access channels; Proposed methodologies and approaches for auditing the knowledge database to ensure that the data is accurate and up to date. Include a schedule of the knowledge database auditing activities. Proposed methodologies and approaches for leveraging the use of previous good answers in the inquiry response process for all access channels. A concise description of the offerors plans and approaches for deploying automated services, including the following: Proposed methodologies and approaches for supporting automated voice response services for both contractor-provided and government-provided solutions, including call flow design, script development and maintenance, voice message recording, and data analysis and reports for both contractor-provided and government provided services. Describe how customer satisfaction survey function will be integrated with the automated voice response services to obtain caller feedback on attended and unattended services. Proposed methodologies and approaches for leveraging technology to provide better service and improve productivity in the email response process, including the use of automated response and analytical tools and response-aids. Proposed methodologies and approaches for supporting web-based FAQ service, including development and maintenance of FAQs and sharing the FAQs with government organizations and/or other contractors using common standards and/or processes. Describe any unique capabilities of the proposed FAQ solution that may enable the (required services) to leverage the use of previous good answers developed by other agencies without replicating their efforts. A Phase-In Plan that describes specific tasks associated with phasing in the operation of the new contact center and the assumption of directory listing functions from the incumbent contractor. The plan shall include details on plans and approaches for implementing the tasks and a detailed timeline identifying due dates for key deliverables and milestones that must be met during the phase-in process. The offeror shall provide a detailed description on how it will accomplish the phase-in without degradation of service to customers. A Security Plan that describes existing and planned controls that will be put in place to ensure the confidentiality, integrity, and availability of information and systems supporting the (required services) task. The Plan shall provide an overview of the security requirements for the information and IT systems (as defined in GSAs IT Systems Security Requirements reference documents (Attachment I) and NIST Special Publication 800-18 (available from the NIST Computer Security Resources Center website at csrc.nist.gov), and describes the existing or planned controls (management, operational, and technical) for meeting those requirements. The Plan shall describe the relevant systems, identify risks, and delineate responsibilities and expected behavior of individuals who access the systems. The Plan shall also describe the offerors plans and approaches for meeting the certification and accreditation requirements stated in Section C.3.5.9 of the basic contract, including preparation of all required documents in support of the certification and accreditation process. A Disaster Recovery/Contingency Plan that identifies risks as well as the steps necessary to prevent them from happening in the first place. The plan shall include an alternate set of steps to minimize the impact should prevention fail and provisions for alternate worksite and technology center in the event of a major disaster. The plan must define backup and restoration processes and the precise steps to take to recover as quickly as possible, including recovery procedures for physical facility, voice, data, and desktop systems and applications, communications networks, electrical service, customer access points, partners and procedures, and staff. The Plan shall define the roles and responsibility of contractor and Government personnel during contingent and disaster events, including provisions for training to prepare them to respond to such events. The plan shall include implementation procedures to test and execute the plan on a regular basis to ensure preparedness for such events. A description of the Offerors capability to quickly ramp up contact center operations in crisis or high priority situations. The offeror shall quantify its capacity to provide such emergency contact center services in terms of capacity, operating hours, staffing, language support, and advanced notification required prior to start-up. A description of the Offerors proposed solution and approach for providing status and management reports. A description of the Offerors proposed solution for directory listing service. Management Plan The offeror shall submit a Management Plan for accomplishing the (required services) task, as specified in the task order SOW. The plan shall include, at a minimum, sections and structure described as follows: A Project Management Plan that describes the proposed project management structure and the support resources that the offeror will provide to perform the (required services) task, including core project management support and, if necessary, incremental project management support required to support all (required services) activities. The Plan shall describe how the various activities supported by the (required services) will be managed to ensure performance goals are met. The Plan shall include an organization chart that identifies the entire chain of command in the organization, the chain of command for managing this contract, and the organizational components that support this contract. In relation to the organizational structure, the offeror shall describe the management, technical, administrative and contractual delegations of authority within the organization. The offeror shall further describe the lines of authority and roles and responsibilities of all corporate entities including subcontractors and/or teaming partners (if any) and escalation procedures for problem/dispute resolution. If the proposed solution involves teaming partners and/or subcontractors, provide a description of how the offerors teaming partners and/or subcontractors (if any) will be managed to ensure performance objectives are met. A listing of all proposed key personnel responsible for the performance of the (required services) task. The information shall include: a description of the key personnel's roles and responsibilities; contact center and customer service experience; education background; knowledge of technology and applications; oral and written communication skills; knowledge of federal programs; knowledge of Federal laws, regulations and statutes; any performance awards and/or special recognition for outstanding service received while performing contact center or related tasks; and any specialized knowledge and expertise that may enhance project performance. Provide resumes of proposed key personnel. A Human Resources Management Plan that identifies staffing resources needed to support the (required services) task, including those hired to meet the minimum 5% special hiring goal set forth in Section H.7 of the basic contract. The Plan shall include a staffing chart that identifies the allocated resources (expertise and level of effort) needed to perform each of the required functions to support the project. The Plan shall address roles and responsibilities of project and contact center staff by title and define supervisor and quality monitor to Information Specialist ratios that will be used to support the (required services) task. Where applicable, the offeror shall identify the corresponding wage rate category, as defined by the Department of Labors wage determinations that will be used to compensate each level of contact center staff. The Plan shall also include relevant details on recruiting, training, employee retention, workforce scheduling and workload management, supervision and quality monitoring practices. The Plan shall describe the processes and methodologies for training both new and experienced employees, including a sample training schedule for the (required services) task with subject matter titles and descriptions and the number of employees to be trained at each session and the ration of trainers to trainees. A Performance/Service Level Management Plan that identifies plans and procedures to comply with the performance standards set forth in this task order SOW for each of the supported activities. The Plan shall provide a detailed description of the processes and methodologies for effective service level management, including workload forecasting, scheduling, service recovery (from system failures, disasters, etc.), problem identification and resolution, problem notification, and contingency planning and escalation. The offeror shall describe the processes and methodologies that it will follow in projecting and monitoring workload, performance objectives and authorized funding level for the project and alerting the Government of the situation. The offeror shall describe corrective actions and contingent plans that it will take to balance workload and performance objectives with funding allocation on an ongoing basis until the problem is corrected. A Quality Control/Quality Improvement Plan that describes the processes and methodologies that the offeror will follow to ensure quality objectives are met in all relevant areas. , including the offerors plan for developing, operating, and maintaining a quality control program to address the following areas: staffing; training; operations; contract deliverables; performance management; process engineering; service delivery; service improvements; and customer satisfaction. The Contractor shall describe the processes and methodologies that it intends to follow in conducting performance assessment evaluations. An Operations Management Plan that describes plans and procedures for managing staff, facilities, equipment and processes effectively, including process and procedures that the Contractor will follow in the event of a service outage, an unexpected surge in call volume, a Federal Government closure, or other emergency affecting the geographic area in which the contact center is located. Price Quotation Submission Requirements The Price Quotation shall be organized as follows: Pricing Tables and Supporting Documentation. Technical information submitted in the price quotation will not be evaluated as part of the technical evaluation. The offeror shall include, as part of its Price Quotation, a complete Price Table for the task order base period and each of the option periods. It is up to the offeror to determine which CLINs from the basic IDIQ contract, and in what quantities, is needed to support the solution that they have developed in their technical quotation. The price tables must include: CLIN number, CLIN description, proposed unit price, proposed quantity, and total price for each CLIN, and a grand total for all CLINs for each contract period. Oral Presentations Offerors will be required to provide an oral presentation to the quotation evaluation team at a Government site. Offerors will receive a minimum of (X) business day's notice prior to the requested time for presentation. The total duration of the oral presentation shall be limited to 2 hours including a 30-minute question and answer period. The purpose of the oral presentation is to provide each offeror an opportunity to present to the Governments evaluation team key elements of their quotation and to describe any unique capabilities that might differentiate their quotation from other competing offers. The oral presentation shall be structured to present information in the following order: Corporate and Project Overview Proposed Facility and Technology Infrastructure Technical Approach Management Plan Experience Past performance The Government requires that key personnel proposed by all offerors make the oral presentation. Information presented during the oral presentation, and any subsequent written discussion items, may be used by the Government to augment the written quotation. EVALUATION and award CRITERIA EVALUATION PROCESS Evaluation of an offerors technical quotation will be evaluated independently of the price quotation. Technical sub-factors will be rated individually using a numerical rating scale. The numerical rating of the sub-factors will be averaged to derive an overall rating for the relevant technical factor. The averaging process will be done by adding together the numerical rating of each sub-factor for a given factor and then dividing by the number of sub-factors with that factor. The numerical ratings in Table F-1 will be used by the Government to rate the sub-factor elements of an offerors technical quotation. Table X-1 Sub-Factor Rating Scale for Technical Quotations Rating General Description5The sub-factor clearly meets and consistently exceeds the Governments stated requirements in all areas. The information provided suggests a very low risk of less than satisfactory performance on the part of the offeror. 4The sub-factor meets the Governments stated requirements in all areas, and in some areas the offeror exceeds the Governments stated requirements. The information provided suggests a low risk of less than satisfactory performance on the part of the offeror.3The sub-factor meets the Governments stated requirements in all areas. The information provided suggests a moderate risk of less than satisfactory performance on the part of the offeror.2The sub-factor meets the Governments stated requirements in all areas, but in some areas, it barely meets the Governments stated requirements. The information provided suggests a substantial risk of less than satisfactory performance on the part of the offeror.1The sub-factor fails to meet any of the Governments stated requirements. The information provided suggests a very substantial risk of less than satisfactory on part of the offeror (Example) Evaluation of Technical Quotations The Government will evaluate the offerors proposed solutions and approaches for meeting or exceeding contract requirements based on the following considerations, among others that may be deemed relevant by the Government. Insightful responses that describe unique, innovative, and proven methods, approaches, and capabilities that will enable the Government to achieve project objectives will receive higher evaluation scores. The following technical factors will be evaluated in descending order of importance. Sub-factors within each technical factor will be ranked using the ranking scale shown in Table F-1. Within each factor, each sub-factor is of equal value. Management Plan Technical Approach Facilities and Technology Infrastructure Experience Past Performance Offerors will be required to provide an oral presentation on the above subjects to the quotation evaluation team at a Government site. Information presented during the oral presentation, and any subsequent written discussion items, may be used to augment the written quotation and evaluated accordingly by the evaluation team. Management Plan (Factor 1) The Government will evaluate the offerors response on Management Plan based on the following subfactors: Soundness of the Project Management Plan Experience and Qualifications of Key Personnel Soundness of the Human Resources Management Plan Soundness of the Performance Management/Service Level Management Plan Soundness of the Quality/Assurance/Quality Improvement Plan Soundness of the Operations Management Plan Technical Approach (Factor 2): The Government will evaluate the offerors response on Technical Approach based on the following subfactors: Understanding of Services to be Provided Soundness of Strategy and Approach for Information and Knowledge Management Soundness of Strategy and Approach for Deploying Automated Services Soundness of the Phase-In Plan Soundness of the Security Plan Soundness of the Disaster Recovery/Contingency Plan Emergency Response Capability Soundness of Management Reports Solution Soundness of Directory Listing Solution Facility and Technology Infrastructure (Factor 3): The Government will evaluate the offerors response on Facility and Technology Infrastructure based on the following subfactors: Adequacy of Contact Center Facility Soundness of Technology Architecture Soundness of Technology Solutions Soundness of Technology Enhancement/Improvement Plan Experience (Factor 4): The Government will evaluate the offerors response on Experience based on the following subfactors: Relevancy of Corporate Experience and Core Competency Demonstration of Experience in Key Disciplines Description of Operational and Management Processes Past Performance (Factor 5): The Government will evaluate the offerors past performance based on the following subfactors: Relevancy and Complexity of Projects in Relation to the (required services) Requirements Assessment of Project Performance and Ability to Meet Objectives PRICE QUOTATION EVALUATION The offeror's price quotation will be evaluated with respect to price realism and total proposed price. Price realism will be evaluated to ensure that the proposed CLINs and prices reflect a clear understanding of the work and skills required for contract performance. Price quotations determined to be unrealistic in terms of technical commitment or unrealistically low in cost or price will be deemed reflective of an inherent lack of technical competence or indicative of failure to comprehend the complexity and risk of the contract requirements and may be grounds for the rejection of the quotation. The total proposed price shall consist of the proposed price for the base period and for all option periods. BASIS FOR AWARD Task order award will be made to the responsive, responsible offeror who provides the best-value solution to the Government. In determining best-value, the technical factor is significantly more important than the price factor. The Government will combine the results of the technical evaluation for each offeror with the results of its price evaluation to determine which offeror provides the Government with the best-value solution. Offerors will be given the opportunity to clarify minor irregularities or apparent clerical mistakes in its submission; however, the Government reserves the right to make its award decision based solely on initial, written quotations without conducting any formal discussions.     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