MODIFICATION
R -- Consulting
- Notice Date
- 8/20/2004
- Notice Type
- Modification
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Commerce, National Oceanic and Atmospheric Administration (NOAA), Acquisition and Grants Office, SSMC4 - Room 7601/OFA61 1305 East West Highway, 7th Floor, Silver Spring, MD, 20910
- ZIP Code
- 20910
- Solicitation Number
- DG1350-04-RQ-0203
- Response Due
- 8/31/2004
- Archive Date
- 9/15/2004
- Point of Contact
- Juanita Beck, Procurement Technician, Phone 301-713-3838 x189, Fax 301-713-0809, - Joel Perlroth, Contract Specialist/Contracting Officer, Phone (301) 713-0838 x205, Fax (301) 713-0809,
- E-Mail Address
-
Juanita.Beck@noaa.gov, joel.l.perlroth@noaa.gov
- Small Business Set-Aside
- Total Small Business
- Description
- THE DAATE AND TIME FOR THE SUBMISSION OF PROPOSALS IS BEING EXTENDED TO AUGUST 31, 2004 COB INCLUDED ARE TO THE TECHNICAL QUESTIONS. DG1350-04-RQ-0203 1. Has this been competed before and if so who is the incumbent. Response: No, this is a new solicitation. A broad customer satisfaction survey was conducted more than a year ago to serve as a generic management decision tool by generating a fundamental understanding of ITA?s services agency-wide that U.S. exporters use and find valuable. The anonymous results served solely as a starting point to identify topical areas on which to focus subsequent program-specific improvement efforts. This narrower solicitation is intended to help target resources directly to the most appropriate clientele segment from within the universe of private sector American export businesses that are most likely to benefit from the DOC Compliance Program. 2. The first paragraph under Statement of Work has a sentence fragment I believe, could you clarify what may be missing. Response: The Department of Commerce has a requirement to provide the Agreements Compliance Unit in seeking proposals for issuing a questionnaire, hosting focus groups, and/or conducting interviews to gather strategic feedback from core and target customers. 3. Is the bureau-wide Customer Satisfaction Survey covering all ITA program units available for bidders to review? Response: The ITA Customer Satisfaction Survey is not necessary to address this new solicitation. However, as background, we will provide to the contractor a synopsis of the results that have led us to want to pursue more helpful programmatic customer feedback, once a selection is made. 4. How many customers were surveyed in the prior survey and how many were TCC customers? Response: Over 5,000 ITA agency-wide customers were surveyed. The responses were anonymous so there is no way to know how many TCC customers responded. 5. Do you know how many customers would be covered by the proposed survey? Response: This has not been pre-determined. Our decision will be based upon input from selected contractors regarding recommendations for statistical sampling methodology, options provided in proposals submitted, experts advice about identification of candidates, and internal deliberations. It is anticipated that scope of survey population will not exceed 1,000. 6. How many customers would be expected to participate in the focus groups? Response: This has not been pre-determined. Our decision will be derived from competitive proposals submitted by potential contractors and internal discussions. It is anticipated that magnitude of focus group population will not exceed 100. While the universe of American exporters who might participate in focus groups is about 100, we envision 2-3 focus groups of manageable size. 7. Must the work be performed in Washington, D.C.? Response: Off-site work will be considered, solutions in work plans can include conference call sessions, etc. Government anticipates that at least 3-4 on-site planning and consultation meetings in ITA offices will be necessary. If your proposed work plan includes activities not performed in Washington, travel costs should be reflected in accordance with your solution proposal. 8. Reading this RFP, it states that the D o C Agreements Compliance unit wants to ?gather feedback from core and target customers? this RFP continues saying that ?a substantial customer base is unaware of the specific services?. Initially it would appear that the Dept of Commerce would supply a list of their core customers and their targeted customers but as the RFP continues and cites a customer base that is unaware of these offered services it is not clear how this customers will be identified. Will the Dept of Commerce supply the list of customers they wish to receive feedback from or are we, the consultants, expected to find participants who are involved in shipping and logistics for these focus groups? Response: DOC will identify active customers and some prospective customers after award. The consultants are expected to find other participants. DOC will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. 9. Approximately how many active customers does TCC have? Response: The TCC has had about 500 customers from over a period of several years. 10. Do previous studies exist that would allow the contractor to distinguish between prospective and untapped customers? Response: No previous studies have been conducted on the TCC?s specific customer base. However, TCC outreach efforts have provided some useful information, insights, and contacts for prospective customers that can be shared with contractor once selection has been made. Likewise, public and private sector listings of untapped exporters exist from registries, directories, and representative organizations. 11. Is it possible to obtain a copy of the section of the bureau-wide Customer Satisfaction Survey conducted in 2003 that pertains to MAC? Response: Information will be provided to contractor once a selection is made. As background, we will provide to the successful offer a synopsis of the results that have led us to want to pursue more helpful programmatic customer feedback. 12. Is there a budget target and/or estimated level of effort for this work? Response: Government is seeking a proposed solution falling within the lower end of a simplified acquisition price range. 13. Who conducted the 2003 ITA survey? Response: The CFI Group, an Accenture subcontractor. 14. What was the contract amount for the 2003 ITA survey? Response: This information is not readily available. The previous survey was part of a much broader effort. 15. Will the Government provide the list of study participants for the survey and focus groups? If so, what contact information will be available (i.e., name, phone, address, e-mail)? How current is the list? Response: DOC will identify active customers and some prospective customers after award. Up-to-date name, phone, address, e-mail can be provided. The consultants are expected to find other participants. DOC will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. 16. What methodology was used in the 2003 ITA survey (i.e., telephone, Web, mail)? Response: The survey was web-based. 17. What was the sample size in the 2003 ITA survey? Response: Over 5,000 ITA agency-wide customers were surveyed. 18. Will the Government provide a meeting room for the focus groups? In other words, can we meet in a DOC building, or should we budget for a focus group facility with two-way mirror? Response: Please budget for off-site (rental of non-government facility) focus group logistics and also provide an option for cost-savings using on-site government facility/DOC building if available. 19. What are the sizes of the groups to be surveyed, (i.e., Active Customers, perspective Customers and Untapped customers)? What are the specific totals for each group and for the entire population? Response: Size has not been determined for all customer groups. Our decision on survey size will be based upon input from selected contractors regarding recommendations for statistical sampling methodology, options provided in proposals submitted, experts advice about identification of candidates, and internal deliberations. It is anticipated that scope of survey population will not exceed 1,000. The TCC has had about 500 customers from over a period of several years. DOC will identify active customers and some prospective customers after award. TCC outreach efforts have provided some useful information, insights, and contacts for prospective customers that can be shared with contractor once selection has been made. The consultants are expected to find other participants, from sources such as public and private sector listings of exporters that exist from registries, directories, and representative organizations. DOC will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. 20. Will Commerce's TCC or MAC supply the contractor with a list of possible participants from each group (i.e., Active, Prospective and Untapped Customers who can be contacted for the survey and the focus group(s) sessions? Response: MAC/TCC will identify active customers and some prospective customers after award. Up-to-date name, phone, address, e-mail can be provided. The consultants are expected to find other participants from sources such as public and private sector listings of exporters that exist from registries, directories, and representative organizations. TCC outreach efforts have provided some useful information, insights, and contacts for prospective customers that can be shared with contractor once selection has been made. DOC will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. 21. Is there a designated geographical specification to be included regarding the survey and focus groups or will the contractor be responsible for selecting, determining the areas and selecting the participants? Response: No pre-designated geographical specifications or limitations for survey or focus groups of American exporters. Off-site work will be considered, solutions in work plans can include conference call sessions, etc. Government anticipates that at least 3-4 on-site planning and consultation meetings in ITA offices will be necessary. If your proposed work plan includes activities not performed in Washington, travel costs should be reflected in accordance with your solution proposal. Contractor is responsible for recommending selection, logistical, and participatory alternatives/options/schemes for survey or focus group development, implementation, and analysis. DOC will identify active customers and some prospective customers after award. TCC outreach efforts have provided some useful information, insights, and contacts for prospective customers that can be shared with contractor once selection has been made. The consultants are expected to find other participants, from sources such as public and private sector listings of exporters that exist from registries, directories, and representative organizations. DOC will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. 22. If option #2 is selected as the proposed approach, will the agency supply contacts in the areas so the contractor can select participants as well as determine the size of the population to be included in the focus group or to be surveyed? Response: ITA will identify active customers and some prospective customers after award. The consultants are expected to find other participants. ITA will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. Size of focus group has not been pre-determined. Our decision will be derived from competitive proposals submitted by potential contractors and internal discussions. It is anticipated that magnitude of focus group population will not exceed 100. While the universe of American exporters who might participate in focus groups is about 100, we envision 2-3 focus groups of manageable size. 23. Also, if option #2 is selected as the proposed approach, will the agency supply contacts and pay for travel and the time spent conducting focus groups in each location(s)? Response: ITA will identify active customers and some prospective customers after award -- name, phone, address, e-mail for contacts can be provided. ITA will work with contractor to develop a profile or other means to identify additional prospective customers and discover untapped customers from among the private sector exporting business community of product manufacturers and service providers. If your proposed work plan includes activities not performed in Washington, travel costs should be reflected in accordance with your solution proposal. Please budget for off-site (rental of non-government facility) focus group logistics and also provide an option for cost-savings using on-site government facility/DOC building. Travel cost will be paid in accordance with Federal Travel Regulations.. 24. Will the focus groups sessions meet in a DOC Facilities or must we make arrangements for alternative sites. Response: Contractor is responsible for recommending logistical alternatives/options/schemes for focus group development, implementation, and analysis. Please budget for off-site (rental of non-government facility) focus group logistics and also provide an option for cost-savings using on-site government facility/DOC building. 25. Is this intended to become a Time & Materials or Firm Fixed Price. Response: No, a Firm Fixed Price contract is anticipated. 26. Does option 2 have the same focus on TCC-specific issues as option 1, or is it intended to include the entire spectrum of issues that were covered in the original ITA-wide Customer Satisfaction Survey. Response: Both options 1 and 2 focus on MAC/TCC specific issues. This narrower solicitation is intended to help target resources directly to the most appropriate clientele segment from within the universe of private sector American export businesses that are most likely to benefit from the DOC Compliance Program. Statement of Work for ? Assessment of DOC Compliance Program The Department of Commerce has a requirement to provide the Agreements Compliance unit is seeking proposals for issuing a questionnaire, hosting focus groups, and/or conducting interviews to gather strategic feedback from core and target customers. These surveys will provide reactions to MAC?s publicly available tools, informational outreach efforts, customer service regarding compliance casework, and new initiatives for exporters. Background In 2003, the Department of Commerce?s (DOC?s) International Trade Administration (ITA) conducted a bureau-wide Customer Satisfaction Survey covering all ITA program units. ITA?s Market Access and Compliance (MAC) program survey report identified gaps between a high level of customer awareness yet low customer use of fair trade and market access services. Findings also indicate that a substantial customer base is unaware of the specific services that the DOC Compliance Program offers. In response to the survey findings, MAC is proposing to conduct a survey and/or focus groups to assess, in more specific terms and greater detail, what is MAC?s Trade Compliance Center?s (TCC?s) customers expectations. This will enable the TCC to answer: ?What Do Customers Want from the DOC?s Compliance Program? Information about the TCC can be found on its website at www.export.gov/tcc. Work Description The Department of Commerce?s (DOC) International Trade Administration (ITA) has made great strides in monitoring ITA?s customer satisfaction and advancing a strategic approach to delivering value to its customers. The purpose of this Work is to obtain customer and potential customer views regarding the DOC Compliance Program to determine:  If the TCC offers the right set of services to assist U.S. exporters to overcome foreign trade barriers  If MAC is aware of exporter needs  If the right MAC programs are in place to meet identified needs  If MAC services are properly promoted to maximize efficiency and effectiveness In order to continue to monitor customer satisfaction and improve the customer experience, this work requires the following deliverables: Design and administer a MAC survey based on the TCC-relevant recommendations identified during the ITA-wide Customer Satisfaction Survey Development of an interview guide and conduct focus groups and/or interviews to obtain additional information regarding the survey findings and address the desired outcomes Analysis and recommendations based on survey and focus group questions that address the following key issues The primary scope and outcomes from this work include the following:  Analysis of what ?customers? expect of Commerce compliance services and how expectations match ability of the TCC to deliver those services  Recommendations on how to improve customer awareness and use of products and services (what tools & how are they used)  Identification of opportunities to increase Market Access and Compliance case intake  Identification of which monitoring and outreach tools work best and which could be improved or added (best distribution/communication channels)  Identification of data for areas of client demand where product or services are needed but do not exist  Analysis of customer perceptions about resolving foreign trade barriers  Analysis of what prevents potential customers from using Commerce Compliance Program services  Assessment of how well the Liaison subprogram is delivering value Alternatives Market Access and Compliance is considering the two options below and requests a proposal outlining the approach, activities, and timing for executing a survey and/or focus group that will target the following customer segments: a. Active customers: Existing TCC customers who will be able to comment on the effectiveness of MAC?s current programs, identify repeat business opportunities, and suggest potential improvements b. Prospective customers: Exporters who are aware of the TCC, but currently do not seek assistance and will be able to provide insight regarding what would motivate them to use the TCC?s programs c. Untapped customers: Exporters who are unaware of the TCC?s products and services and will be able to provide insight regarding how the TCC can best increase its customer base through awareness and promotional efforts Option 1. Conduct a Customer Survey and Focus Groups to Assess the Effectiveness of the Compliance Program ? The contractor shall provide an outline of the specific tasks involved in administering a survey and series of focus groups/interviews, including questionnaire development, design, approval, and execution. The purpose of the survey will be to obtain cross-TCC specific information on the customer?s needs, experience with the TCC, and overall satisfaction. The focus groups will then use the survey findings to gain a deeper understanding of issues identified. Option 2. Conduct Focus Groups Only to Assess the Effectiveness of the Compliance Program ? The contractor shall clearly outline the specific tasks involved in administering a series of interactive customer focus groups, including the internal MAC preparation meetings, focus group questions, related facilitation materials. The purpose of the focus groups will be to gain a better understanding of the issues identified in the ITA-wide Customer Satisfaction Survey. The focus groups will also target the above-listed customer segments. Each option shall conclude with a summary and more detailed report of the data and analysis (specify presentation medium), which will outline the primary recommendations for improving the TCC?s compliance program. Deliverables 1) Survey (only for option 1) 2) Focus Group Questions/Protocol 3) Focus Group Facilitation Materials 4) Arrange and Conduct Focus Groups 5) Report on Focus Group with Findings and Analysis 6) Recommendations for Subsequent Management Action Price and Key Personnel The contractor shall provide a methodology and rationale, schedule and cost estimate for each option listed in the Statement of Work (Items 1-6 above), including all costs associated with the Statement of Work. In addition, the contractor shall identify project team staff for the requirement. ITA reserves the right to select all or some of the deliverables. Evaluation Factors Upon receipt of proposals, the Government will evaluate the technical and price proposals for the following: (1) Management and Technical approach to the task; (2) Contractor Past Performance; (3) Contractor Personnel and resources. (4) Register in Central Contractor Registration, www.ccr.gov. Proposals should include indications of previous relevant work and biographical information on contractor personnel. Additional Information Discussions with contractors may be conducted to allow the Government to fully explore the proposal. The proposal should not exceed 10 pages and should be submitted electronically to juanita.beck@noaa.gov NLT August 5, 2004 at 12:00 p.m., eastern standard time. If you have any questions please contact Juanita Beck on (301) 713-0838 x 198 IT Risk Factor This work is considered moderate risk because contractor will require access to systems containing information protected by the Privacy Act. 52.204-1 Period of Performance August 15, 2004 ? December 31, 2004 FEDBIZOPS NOTE 1: Applies to this requirement.
- Place of Performance
- Address: Washington, DC
- Zip Code: 20230
- Country: US
- Zip Code: 20230
- Record
- SN00648167-W 20040822/040820211753 (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 |