SOLICITATION NOTICE
R -- Customer Relations Management Overview
- Notice Date
- 3/27/2003
- Notice Type
- Solicitation Notice
- Contracting Office
- Defense Contract Management Agency, Defense Contract Management Agency, DCMA Procurement Center (DCMAC-W), ATTN DCMAC-W 6350 Walker Lane Suite 300, Alexandria, VA, 22310-3241
- ZIP Code
- 22310-3241
- Solicitation Number
- DCMA01-03-Q-0003
- Response Due
- 4/18/2003
- Point of Contact
- Christine Jiongco, Contract Specialist, Phone 703 428-1546, - Mary Overstreet, Contracting Officer, Phone (703) 428-1472, Fax (703) 428-3579,
- E-Mail Address
-
cjiongco@hq.dcma.mil, moverstreet@hq.dcma.mil
- Description
- Description I. This is a combined synopsis/solicitation for commercial services prepared in accordance with the requirements of FAR Subpart 12.6 and 13.106, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. II. This solicitation, DCMA01-03-Q-0003, is being issued as a Request for Quotation (RFQ). A fixed price bilateral Purchase Order or Delivery Order is anticipated to be awarded III. The solicitation document and incorporated provision/clauses are those in effect through FAC # 2001-11. IV. This solicitation is UNRESTRICTED. All responsible sources may submit a proposal, which will be considered. Applicable NAICS – 541611. V. A list of Contract Line Item Numbers (CLINS) and their items are: CLIN 0001: Review and Assess Adequacy of Existing DCMA Customer Outreach and Customer Satisfaction Measurement Activities and Processes. CLIN 0002: Contrast Existing DCMA Customer Relationship Management Practices and Procedures with Progressive Public and Private Sector Service Based Organizations. CLIN 0003: Develop an Integrated Customer Relations Process. CLIN 0004 Travel to be reimbursed in accordance with the Joint Travel Regulation. CLINS 0001 and 0002 deliverables as well as a mid-performance briefing are required to be delivered 30 calendar days after contract start and CLIN 0003 deliverable is required 60 calendar days after contract start. VI. Description follows of Performance Based Statement of Work Requirements. Mission/Business: The Defense Contract Management Agency (DCMA) is an independent Combat Support Agency that provides a variety of contract management services to Army, Navy and Air Force buying activities and defense agencies, as well as civilian agencies. These services include pre-contract award support, such as Acquisition Planning and Support Services, and a wide range of post-award contract management functions identified in the Federal Acquisition Regulation (FAR) 42.302 and Defense FAR Supplement. Workload/Business Base: The DCMA contract management average workload consists of 490,000 contracts with a total unliquidated dollar obligation of approximately $119 billion. Contracts range in size and complexity from major acquisition systems (ACAT I & II programs) to critical system component and spare parts contracts. DCMA manages the full range of fixed price and cost type contracts, as well as Other Transactions and Grants. Workforce: DCMA’s workforce performs contract management functions across the United States and overseas. The organizational structure is comprised of the Headquarters, three Districts (East, West and International), approximately 60 Contract Management Offices (CMOs), and several hundred subordinate residencies. The CMOs and subordinate offices are located in, or close by, defense contractors performing work for the Department of Defense and multiple civilian agencies. Background: At present, DCMA is transforming its management and operating policies, processes and procedures to better align Agency performance with the needs and priorities of customer organizations in support of the warfighter. DCMA’s success in a performance-based operating mode will be driven not by multiple, internally developed performance metrics, but by the success of the Agency and its primary operating elements, the CMOs, in both understanding individual customer needs and priorities, and delivering services and products that are keyed to those needs and priorities. The CMOs, as direct service providers, will require a means of managing or gauging their performance against customer stated priorities. The HQ and District organizations will also require a less discrete, more global means of gauging the quality and effectiveness of customer support activities at the CMO level. Existing DCMA/customer relationship building, outreach (marketing) and customer satisfaction assessment vehicles and activities can be grouped into five different categories: 1) Senior level customer visits by HQ and District personnel (OSD Senior Executives, Service Acquisition Executives (SAEs), Program Executive Officers (PEOs), Buying Activity Senior Leaders 2) Monthly telephone surveys of key customer personnel such as Program Managers (PMs), Procuring Contracting Officers (PCOs), and Inventory Managers conducted by District personnel 3) A Web-Based customer satisfaction and feedback tool 4) Customer Liaison Representatives (CLRs) co-located with major DCMA customers 5) Visits to senior customer representatives by CMO Commanders and senior staff members. Each of these five categories of customer relationship building and customer outreach activities provides customer information and insights, but the shift to performance-based management operating principles will require a more sophisticated, integrated, informative and real-time feedback methodology to help all levels of the organization both understand customer expectations, and gauge the adequacy of DCMA performance in response to expressed customer expectations. A new and enhanced customer relationship management system is needed that will provide a clear understanding of near term, as well as emerging, customer priorities and expectations. Required Performance Outcomes: (1) Review and assess the adequacy of DCMA’s existing customer outreach and customer satisfaction measurement activities and processes. This includes: 1) The processes and procedures designed to assist DCMA in understanding and responding to customer needs, both near and longer term 2) The process, tools and metrics used to assess customer satisfaction 3) Processes that encompass marketing the variety of DCMA products and services to ensure sufficient customer knowledge of DCMA capabilities (2) Contrast DCMA’s customer relationship management practices and procedures previously described with progressive public and private sector, service-based organizations. Identify gaps between the DCMA activities and processes, and those employed by progressive public and private sector organizations. (3) Based upon the two foregoing reviews, and a review of existing literature on customer relationship management policies and practices, develop an integrated customer relations process that will provide DCMA: 1) A more useful and integrated customer knowledge base, and the necessary processes and procedures for accumulating, storing and utilizing customer information at each of the three DCMA organizational levels 2) A process for managing and gauging the level of DCMA performance against expressed customer expectations and desired outcomes within a performance-based organization. (The process and customer satisfaction gauge must be useful and appropriate at each of the three DCMA organizational levels, CMO level with buying activity Program Managers, PCOs, Inventory Managers, et al, and District and HQ organizational elements with successively higher level customer organizations and senior personnel (OSD Senior Executives, Service Acquisition Executives, PEOs, and Buying Activity Senior Leaders, et al.) 3) A fully integrated DCMA marketing program spanning the customer base VII. Period of Performance: Sixty calendar days after contract award. VIII. Deliverables: CLIN 0001 and 0002 Deliverables and Mid-performance Briefing will be due 30 calendar days after contract start and CLIN 0003 Deliverable is due 60 calendar days after contract start. IX. Date(s) and Place(s) of Services: Services will be performed at the contractor’s facility with visits to DCMA HQ. X. FAR Clause 52.212.1 (Oct 2000), "Instructions to Offerors-Commercial Items" applies to this acquisition. XI. FAR Clause 52.212.2 (June 1999) "Evaluation-Commercial Items" applies to this acquisition. Proposals will be evaluated based on a Best Value Determination considering price and other factors. All other factors when combined are more important than price. For Price Proposals, (1) Include all proposed labor categories and hours to perform the work; (2) Include all anticipated travel, destinations, purpose of travel and associated costs. Proposals in response to the evaluation factors below shall be submitted in MS PowerPoint format as well as two paper copies and will be limited to 25 pages except that proposed prices and Key Personnel resumes may be provided as separate documents. Offerors determined to be in the competitive range will be afforded the opportunity to have their proposed key personnel give an oral presentation of their proposal, using the MS PowerPoint proposal submission, within 10 working days of proposal submission. This presentation may be conducted in person, by telephone conference call or video teleconferencing and offerors should indicate their preference with their proposal. The following nonprice factors shall be used to evaluate proposals. For technical proposal provide, (1) Description of approach for preparing and conducting an organizational assessment of DCMA customer satisfaction and customer relationship management; (2) Plan of Action and Milestone Plan for conducting the assessment and developing an integrated customer relations process, conducting the interim briefing and development of the final report; (3) Proposed process for conducting an analysis of current method for customer satisfaction data gathering, analysis and reporting and an overall analysis of how methods can be improved. For Proposed Personnel, provide key personnel resumes to show: (1) Knowledge and experience of customer satisfaction and customer relationship management methods and use of measures at multiple locations to include Private Organizations, Federal Agencies, and DOD Agencies. (2) Experience performing organizational assessments. (3) Knowledge and experience with organizational modeling and benchmarking. For Corporate Past Performance, (1) Provide references to show similar customer satisfaction and customer relationship management assessment and analysis. (2) Prior organizational studies, presentations, benchmarking, etc. Offerors must provide three (3) references to include dates of performance, agency's name, address of facility, and name and telephone number of point of contact. X1I. Offerors must include a completed copy of FAR provision 52.212.3 (July 2002, "Offeror Representations and Certifications-Commercial Items", and DFARS 252.212-7000 (Nov 1995) "Offeror Representations and Certifications-Commercial Items", with this offer. X1II. FAR Clause 52.212-4 (Feb 2002), "Contract Terms and Conditions-Commercial Items" applies to this acquisition. XIV. FAR Clause 52.212-5 (May 2001), "Contract Terms and Conditions Required to Implement Statutes or Executive Orders-Commercial Items" and DFARS Clause 252.212-7001 (Dec 2002), "Contract Terms and Conditions Required to Implement Statutes or Executive Orders Applicable to Defense Acquisitions of Commercial Items" apply to this acquisition. FAR Clause 52.212-5 (May 2001), paragraphs (a), (b) (24), (d) and (e) apply. FAR Clause 52.204-6 (June 1999), "Data Universal Numbering System (DUNS) Number" is hereby incorporated by reference. XV. The total duration of this contract shall not exceed 60 calendar days. XV1. DPAS rating is N/A. XV1I. Proposals are due 18 April 2003 at 4:00 p.m. Local Time at DCMA, Suite 330, 6350 Walker Lane, Alexandria, VA 22310. FAX (703) 428-3579. XV1II. For information regarding this acquisition contact Christine Jiongco at (703) 428-1546. Offerors MUST familiarize themselves with the regulations concerning Commercial Item acquisition contained in FAR Part 12 and must ensure that all Representations and Certifications are executed and returned as called for in this Combined Synopsis/Solicitation. NOTE: THIS NOTICE WAS NOT POSTED TO FEDBIZOPPS.GOV ON THE DATE INDICATED IN THE NOTICE ITSELF (27-MAR-2003). IT ACTUALLY FIRST APPEARED ON THE FEDBIZOPPS SYSTEM ON 07-JUL-2003. PLEASE CONTACT fbo.support@gsa.gov REGARDING THIS ISSUE.
- Web Link
-
Link to FedBizOpps document.
(http://www.eps.gov/spg/DCMA/DSPPMRO/DCMAC-W/DCMA01-03-Q-0003/listing.html)
- Place of Performance
- Address: Contractor Facility
- Record
- SN00365667-F 20030709/030707221335 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
| FSG Index | This Issue's Index | Today's FBO Daily Index Page |