This Statement of Objectives (SOO) scope covers the entire United States Mint (USM) numismatic program. The numismatic program includes the business processes of direct-to-consumer/business sales operations over all sales channels. The current business processes include contact center and fulfillment operations, an integrated order management system and warehouse fulfillment application, the eCommerce platform and host site. The scope also includes acceptance orders through a point-of-sales (POS) system that will capture and manage sales from USM retail outlets (POS is currently stand-alone). Additionally, the scope includes the need for business analytics and a customer relationship management solution, as well as business-to-business
solutions (online ordering for bulk).
The successful Contractor shall provide an end-to-end solution that includes all operational components fully integrated as necessary for the USM to administer the numismatic retail program. End-to-end scope is defined as a turnkey retail service solution that includes:
- Hardware
- Software
- Hosting
- Operations and maintenance
- Staffing for contact center and fulfillment warehouse operations
- All contact center functions and equipment
- Physical fulfillment warehouse and manage the fulfillment function
- Receiving and shipping
- Business and system performance analytics
- Sales fraud detection
- Physical product security
- System cyber security
- Integration with USM internal and external systems
