SOURCES SOUGHT
U -- VASNHCS Customer Service Training
- Notice Date
- 12/13/2007
- Notice Type
- Sources Sought
- NAICS
- 611710
— Educational Support Services
- Contracting Office
- VA Central California Health Care System;2615 E. Clinton Ave;Fresno CA 93703
- ZIP Code
- 93703
- Solicitation Number
- VA-261-08-RI-0058
- Response Due
- 12/21/2007
- Archive Date
- 1/10/2008
- Point of Contact
- Barbara Sentieri Contract Specialist barbara.sentieri@va.gov 559-241-6601
- E-Mail Address
-
Email your questions to Contract Specialist
(BARBARA.SENTIERI@VA.GOV)
- Small Business Set-Aside
- N/A
- Description
- Sources Sought Announcement: The VA Sierra Nevada Health Care System, Reno NV, is seeking potential sources to provide and conduct customer service and culture change training. The Scope of Work follows. The applicable NAICS Code is 611710 with a size standard of $6.5 million. Responses to this notice will determine the business strategy for this procurement. Respondents must identify their social economic category (Service Disabled Veteran-Owned Small Business; Veteran-Owned Small Business; 8(a); Hub Zone; Woman-Owned; Small Disadvantaged Business; Small Business; or Large Business. Responses shall include: 1. Legal Name and DUNS number; 2. Socio-economic category; 3. Company point of contact; 4. No more than three (3) references that demonstrate firm's specific experience in/with the type of requirement listed. Include contract number, contracting point of contact (name, company and phone number), and contract value. This market research does not constitute an invitation for bid or request for proposal and is not to be construed as a commitment by the Government. The Government will not reimburse firms for any cost incurred for their participation as an interested party. All responses to this notice must be received in writing (email is acceptable) no later than Dec 20th, 2007. Telephone inquires will not be considered. Customer Service and Culture Change Training Initiative - Scope of Work The VA Sierra Nevada Health Care System (VASNHCS) has a main campus located in Reno, Nevada and three Community Based Outpatient Clinics (CBOCs) located in Auburn, CA, Fallon, Nevada and Minden, Nevada. The system employs approximately 750 employees. VASNHCS is seeking a qualified vendor who is a recognized leader in the field of education/training in the area of customer service and culture change in the health care industry. The selected vendor must have a proven record of results based on the effectiveness of customer service and organizational culture change training, which would be worthy of recognition at the local, regional or national level e.g. Baldrige Award recipient. The training is projected to span 20 months and will provide transformational education and training to all levels of the organization. For training purposes the organization has been divided into 4 levels: " Level I - Executive Leadership (Director, Associate Director and Chief of Staff and selected support staff) approximately 3-8 people " Level II - Service Level Leadership (Service Chiefs and Supervisors) approximately 48 " Level III - Staff approximately 696 " Level IV - Specialty training for identified groups requiring emphasis training - this number will vary depending on the group but the size of these classes will not exceed 35 participants. For example, one training group would receive "train the trainer" instruction while another group might require more intense civility training. Training Objective - Create a new organizational culture that fosters civility and focuses on excellence in customer service, performance, accountability and quality. The training vision is "World Class Care and Service for America's Heroes." Training Sites - Primarily at the VASNHCS, Ioannis A. Lougaris Medical Center, 1000 Locust Street, Reno, Nevada 89502; but also at the Auburn, California - Sierra Foothills CBOC; at the Minden, Nevada - Carson Valley CBOC; and at the Fallon, Nevada - Lahontan Valley CBOC. Level I and II training will be located at the main campus in Reno. Level III and IV training will be performed at the main campus and at all CBOCs, so as to provide convenient training to all personnel. Training at the main campus medical center will be scheduled in a manner that all three shifts can attend. Training conducted at the CBOCs will be conducted during normal business hours. Training Duration - 20 month program span to be started in early 2008. Training sessions are limited to 90 minutes each. " Level I will receive 4 trainings sessions geared to successful stewardship of this program. " Level II will receive 5-6 training sessions geared to: o leadership (performance and accountability), o customer service, o culture change, o change management, o selecting new employees with the right customer service attitude, o leading the change of the status quo, and o leading/monitoring/measuring employee and group projects successes. " Level III will receive 5-6 trainings geared to: o understanding leadership expectations for excellent customer service, o understanding what is required in order to effect culture change o embracing VA core values i.e., the meaning of civility, compassion, respect, commitment and excellence, and o development of small group (not more than 5 participants) "Walk the Walk" project designed directed at improving customer service. " Level IV (Leadership will identify groups needing focused specialized training in how to overcome the challenges that will be presented by this education/training proposal) i.e., resistance to culture change. These groups will receive 2-4 additional trainings and will be limited to 25 participants. * All trainees will receive a toolbox of best practices and method examples for dealing with customer service and culture change issues. Training Kick Off - A marketing strategy and communication plan needs to be incorporated into this training program in order to promote the training and to gain wide acceptance and cooperation. Kick off activities will be planned between the vendor and the organization, which may include a competition for a training motto, awards that meet VA criteria and peer recognition. Training Program - The training program will be based on and emphasize the VA's High Performance Development Model (HPDM can be located at http://vaww.sites.lrn.va.gov/vacatalog/ ), the mission, vision and core values that distinguish the VA. As background to the current status of the organization in terms of customer service and employee needs, the selected vendor will be provided and will review results of both the Survey of Healthcare Experiences (SHEP) survey and the VA "All Employee Survey" conducted by the National Center for Occupational Development. These two surveys provide important information and data that identify weakness and strength of the organization. This information will assist the vendor in developing a successful targeted training approach. The program will integrate constructs of: excellent customer service (both internal and external); the importance of civility to productivity and accountability within a high performing organization; cultural diversity; effective interpersonal communication techniques; change management and the promotion of change management concepts; a changing organization and how to recognize opportunities and meet challenges; and constructs of thinking out of the box - how to stimulate creativity. The educational training program will utilize employee owned ideas that will stimulate organizational transformation and elevate the organization into one that provides world class service, accountability and excellence in quality patient care. Each level of training will be given a "toolbox" of health care industry best practices, examples and the "how to" instructions for sustaining long term excellent customer service and culture change. For example the toolbox would provide methods for dealing with difficult people, while providing excellent customer service. Additionally, a "train the trainer" component is to be incorporated into this educational program. Selected individuals will attend a two session specialized program designed to develop internal trainers that will help the organization going forward to achieve its goal of excellent customer service and sustain its cultural transformation. As a result of this training, the VASNHCS will become a model for other VAs and community partners. Measurement of success will be measured by the "Walk the Walk" employee projects aimed at providing excellence in customer service and quality patient care. The project portion of this training will be conducted by individuals or small groups (not more than 5). Successful individual and group projects (not service level) will be presented across VASNHCS at service level meetings and published to employees. Highly successful projects will be taken to the Veteran Integrated Service Network (VISN) level (regional level).
- Place of Performance
- Address: Various in and around Reno, NV
- Zip Code: 89502
- Country: US
- Zip Code: 89502
- Record
- SN01469377-W 20071215/071213223611 (fbodaily.com)
- Source
-
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