SOURCES SOUGHT
R -- NIST MANUFACTURING EXTENSION PARTNERSHIP (MEP) SURVEY
- Notice Date
- 3/31/2011
- Notice Type
- Sources Sought
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Commerce, National Institute of Standards and Technology (NIST), Acquisition Management Division, 100 Bureau Drive, Building 301, Room B129, Mail Stop 1640, Gaithersburg, Maryland, 20899-1640
- ZIP Code
- 20899-1640
- Solicitation Number
- NB480000-11-00821
- Archive Date
- 6/30/2011
- Point of Contact
- Randy E. Schroyer, Phone: (301) 975-6314, Patrick K Staines, Phone: (301)975-6335
- E-Mail Address
-
randy.schroyer@nist.gov, patrick.staines@nist.gov
(randy.schroyer@nist.gov, patrick.staines@nist.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- SOURCES SOUGHT NOTICE THIS IS NOT A FORMAL REQUEST FOR QUOTATION (RFQ) AND DOES NOT COMMIT THE NATIONAL INSTITUTE OF STANDARDS AND TECHNOLOGY (NIST) TO AWARD A CONTRACT NOW OR IN THE FUTURE This is a SOURCES SOUGHT NOTICE to determine the availability of small businesses (e.g., 8(a), service-disabled veteran owned small business, HUBZone small business, small disadvantaged business, veteran-owned small business, and women-owned small business) under NAICS code, 541611, that have the capability, experience, and expert knowledge in the area of performing survey services for government agencies. NIST Mfg. Ext. Partnership (MEP) Survey I. BACKGROUND AND PURPOSE: The Hollings Manufacturing Extension Partnership Program (MEP), a program of the US Department of Commerce's National Institute of Standards and Technology (NIST), is a nationwide network that provides services to assist smaller manufacturers in becoming globally competitive. The network consists of 60 manufacturing extension centers serving all 50 states and Puerto Rico. Each MEP center is an independent, non-profit organization offering products and services that meet the specific needs of the region's local manufacturers. Evaluation is a key element of all MEP programs and activities to continuously improve on current services and report successful activities or areas of needed improvement. The MEP centers cumulatively assist between 8,000 and 12,000 manufacturers in a typical year. Customers of each MEP center are surveyed between six months and one year after receiving services. The survey is conducted primarily via a web-based instrument, but clients have the option to call in to the survey vendor to complete the survey over the phone. The survey asks customers to comment on the impact the Center's assistance has had on the firm. Survey questions are developed by NIST MEP and approved by the Office of Management and Budget (OMB). Results of this survey are used to evaluate the performance of individual centers. Results are also cumulated across all centers to provide indicators of program success at the national level. The results of this survey are mission-critical, as they are mandatory per the regulations governing the operation of the MEP Program. Results are reported to Congress annually to continue justification and funding of the MEP system. Results are also used to evaluate MEP Centers and are an input into the decision on continued funding for each center. II. SCOPE OF WORK To provide various survey services for NIST MEP on a quarterly basis in order to capture the necessary data to evaluate the centers and the MEP program, including administration of the NIST MEP Client Impact Survey. III. STATEMENT OF WORK: Task 1: Pre-Survey Data Preparation The major sub-tasks involved are: 1-1. Consolidation and storage of data records for survey 1-2. Review of Survey Input File 1-3. Preparation of survey cover letters and activity lists 1-4. Mailing of pre-survey package to respondent 1-5. Final preparation of project records for survey interviewers Sub-Task 1-1: Consolidation and storage of data records for survey NIST MEP collects detailed project records from its Centers regarding their interactions with clients. This data includes contact information for the client firms and details regarding the type of services received. It is organized in a flat file database with each record representing an individual project with a particular client. The records also include more detailed information about the client and the projects. The survey organization will need to store both current and historic records in order to prepare the customized project lists and cover letters for each client. All the project records shall contain a center code field and client unique identifier field that can be concatenated to generate a unique identifier for each client. This unique identifier shall be used to identify all project records for each client. All client data is considered confidential. The survey organization will need to ensure that this data is properly secured and encrypted to prevent unwanted disclosure of any MEP client data. Sub-Task 1-2: Review of Survey Input File The contractor will have to review all data records submitted by centers individually prior to preparation of project lists and cover letters to ensure that minimum professional standards are maintained. These standards include correct spelling, appropriate use of capitalization and punctuation, and no embarrassing or inappropriate content in project titles (i.e. Ms. Instead of Mr.). The contractor should assign staff with appropriate customer service skills and technical knowledge to perform data confirmation process. The contractor will work with NIST on a continuous basis to improve the data confirmation process. Sub-Task 1-3: Preparation of Survey Cover Letters The contractor will need a process for each MEP Center to submit letterhead, envelopes, and a signature of an appropriate center official which can be scanned and printed on to the survey letters with the appropriate center official title. The process shall allow for ad hoc updates from Centers as well. A formal plan for an annual update from every center, regardless of whether the center has made changes, will also be required. The contractor will allow center director titles and signatures to be customized. Careful quality control to ensure that the appropriate stationery and signature is matched with each client is required. Cover letters must be consistently free of errors. Each quarter NIST MEP staff must review a sample of all materials before they are sent out to clients. The letter text itself is standard across all Centers and shall be used on all letters. The contractor shall generate a customized project list for each client based on the data sent by NIST. The contractor will also prepare a questionnaire that is included in the pre-survey package sent to each client selected for survey. These items are to be included in both the mail and email versions of the package. Email versions of the Survey Cover Letters must also be available for center use, either as the primary initial contact with the client, or for center staff to generate to send to clients as reminders. The email versions of the cover letter must be in a text format (no attachments allowed) and shall include a live link with an embedded username and password to the individual client's unique survey. The email system will include basic email tracking mechanisms, including a notification or status showing if an email has been bounced back or delivery of the email has failed. The email must also include the generated customized project list similar to what is included in the mailed version of the letter. Pre-survey materials will be mailed/emailed approximately a week before the survey opens. A schedule of when emails and letters are to be distributed will be provided to the vendor, and any deviation from the schedule is not allowed. Sub-Task 1-4: Mailing and Emailing of Pre-Survey Package to Respondent Once the cover letters, project lists and question list have been produced, they must be reviewed and approved by NIST MEP staff. The email template must also be reviewed and approved by NIST MEP staff before sending. The contractor should give careful consideration to the design of a process that will guarantee the proper letters will be matched to the proper project lists, envelopes and stationery. Pre-survey packages will be mailed no less than 5 and no more than 10 business days prior to the beginning of data collection. Sub-Task 1-5: Final Preparation of Project Records for Survey Interviewers The contractor will make all of the relevant data available in some for to the interviewers so that it can be reviewed immediately prior to conducting the survey. The contractor will program all data elements into the Computer Aided Telephone Interviewing (CATI) system and the web-based survey instrument. Task 2: Data Collection The contractor shall ensure that standardized, time-tested quality assurance protocols will be in place. The data collection process breaks down into six subtasks: program CATI and web-based systems, prepare alternative survey administration methods, train interviewers, prepare web surveys, conduct the interviews, and track the data collection process to communicate with MEP centers. The base survey will contain no more than 20 questions. A random sample of clients may be asked more detailed questions in addition to the base survey. Sub-Task 2-1: Program Survey Instrument The latest available technology for the survey instrument must be used. The survey instrument should be designed following the current generally accepted standards for user-friendliness (examples: no scrolling, multiple related questions on one screen, and the ability for the end user to easily review and print a summary of what they reported). The survey instrument must be able to have multiple questions on one screen, and access/availability of certain answers must be based on selected answers. For example, if a client selects "no," then the dollar amount input field on the same screen must be "grayed out" or inaccessible for data entry. The system must be one seamless integrated system using only one type of software, with no merging or manual manipulation of files. The web-based survey must be operational and easily accessed by clients 24 hours a day, 7 days a week. Server down time is not acceptable, and appropriate backups should be in place to ensure the survey is accessible at all times. The survey contractor will be required to keep an off-site backup server in order to keep the web survey up and running in the event of emergency, power outage, natural disaster, etc., at the survey vendor's home office. This off-site backup must keep the web-based survey up and running in the event the main server goes down, and must be activated within 5 minutes of the main server going down. The off-site backup server must be a distance far enough away from the vendor's home office so that in the event of an emergency, it is highly unlikely that the off-site backup server would be affected. The off-site backup should be part of a Continuing of Operations Plan (COOP). The survey instrument should be designed in such a manner as to allow for quick and easy updating of survey questions, and should have the ability to ask different sets of questions based on certain criteria (such as type of project work completed). The survey instrument must display the appropriate center logo for each individual survey, based on which center completed the projects with the client. Sub-Task 2-2: Prepare Alternate Survey Administration Methods When clients to be surveyed can not or will not complete the survey via web, the contractor shall provide alternative methods of data collection, including telephone interview, emailed version of the survey, or fax. The contractor will be responsible for any data entry tasks associated with these alternative methods. Sub-Task 2-3: Training Interviewers The contractor shall assign professional, experienced interviewers to use on this requirement. Prior to data collection, the contractor must provide training to the interviewers. Special emphasis should be place on the unique relationship between NIST MEP, the individual centers, and the center's clients. The NIST project manager should have the opportunity to monitor and/or attend these training sessions. Sub-Task 2-4: Survey Instrument In addition to the initial programming performed under sub-task 2-1, the contractor shall prepare the survey instrument to ensure the Center names are correct and that the appropriate logos are uploaded to the web system. The contractor shall also test the system to ensure the exclusion program is working properly so that clients completing the survey via the web instrument are also not contacted by a live interviewer. This requires a real-time status update in the center and administrative portals. The contractor should be able to conduct multiple versions of the survey concurrently. These versions can vary based on the types of projects completed by clients, and will consist of a core set of questions across all surveys followed by substance-specific questions for that particular client. The contractor shall also provide a test or sample web-based survey to NIST MEP and MEP center reporting and evaluation staff for continuous use and review. Sub-Task 2-5: Conduct Survey Each quarter, the contractor will conduct the survey over a four week period. The contractor should follow established protocols that have been successfully implemented in prior survey quarters. The contractor will provide NIST MEP the opportunity to monitor survey calls in real-time. The contractor should have the capacity to administer the surveys in Spanish. The contractor will record all telephone interviews and provide copies of these interviews to NIST MEP within 1 business day of the request. The survey will not be required to make outbound calls to clients, but must have an adequate number of interviewers ready in the event a client calls in to complete the survey. Clients shall not be kept on hold for longer than 30 seconds. A schedule of the survey periods will be provided to the vendor, and no deviations from this schedule are allowed. Sub-Task 2-6: Maintain Survey Database The contractor will track the completion status of each client and provide a general description of why a client has not completed the survey. Description is only required for CATI interviews where applicable. Client survey completion status reports will be provided by the contractor on a real-time basis via the Center Portals in Sub-Task 2-7. The completion status should be updated immediately once the survey is completed. Sub-Task 2-7: Center Portals The contractor will provide a web-based data portal for all MEP centers. Within this portal, MEP centers will have access to client data and real-time survey completion status. This portal will also have a function to allow center staff to generate the Survey Cover Letter emails to clients, which contain a live link to the survey. This portal will be available 24 hours a day, seven days a week, during the survey period. The portal should be easily customizable to allow different access rights (such as administrator, view-only, etc) to different staff members, and each center must only be able to view their center-specific data. Certain MEP Center staff will need to have the ability to edit client contact information. The portal will only allow each MEP center access to its own clients. A portal with administrative access to all clients and information is required for NIST MEP staff. Task 3: Post-Survey Reporting NIST MEP expects that survey data will be made available no later than 7 days after each survey data collection period is completed. Raw data output files should be supplied to NIST MEP in flat file format. The contractor will be responsible for providing the data file in a NIST MEP-specified format. The data file must be error-free due to tight NIST MEP deadlines, and the upload to the NIST MEP system must be successful on the first attempt. The output file must come directly from the database, and must be ready to export without any manual intervention or file merging. Task 4: Overall Management Sub-Task 4-0: Reporting to NIST Project Manager The contractor will provide monthly written progress updates to the NIST project manager. These will be provided as documentation of project status regardless of the amount of contact between the NIST project manager and the contractor. Sub-Task 4-1: Communicating With MEP Centers The contractor must develop strong relationships with the centers through designing training tools and methods of communication to help MEP Centers understand and use the survey process properly or by any other acceptable method. Periodic email updates to the Centers, online presentation materials that provide an overview of different aspects of the process, and presentations at various MEP meetings shall be provided in the communication. NIST MEP and the contractor will work together to design and deliver ongoing communication and training messages. The contractor shall also be expected to engage in proactive identification of additional communication efforts that will aid the survey's success. Sub-Task 4-2: Continuous Improvement of Methodology The contractor shall arrange for regular debriefing of interviewers with the goal of improving the protocol. Immediate changes can be made to the instrument and the protocol as a result of these debriefings with the written permission of the NIST project manager. Other ideas for improvement can also be implemented as identified, with the written permission of the NIST project manager. Sub-Task 4-3: Quality Control and Customer Service The contractor currently have in place rigorous quality control procedures and demonstrate how those procedures will be applied to the NIST MEP survey contract. Quality control is of utmost performance in order to uphold the professional image of NIST MEP, the U.S. Department of Commerce, and the MEP Centers. Emails sent to clients must be error-free (including but not limited to proper grammar and spelling, proper names and titles, neatly folded envelopes, and properly aligned printing). The survey instrument must be grammatically correct with proper spelling and portray a professional image. MEP center staff must have their questions and concerns addressed within one business day. Clients taking the survey must have their calls answered within 30 seconds and not be placed on hold for more than 30 seconds. IV. DELIVERABLES AND DUE DATES: 1. Continuation of web-based data reconfirmation (both current and historic records) during administration of the survey in order to prepare the customized project lists and cover letters for each client. Performed throughout the period of performance. 2. Review and troubleshooting of all Center data prior to preparation of customized pre-survey packages. Due 1 week prior to scheduled mail-out of the pre-survey notification letter. 3. Final revision of project list format. Due one week prior to mail-out. 4. Final revision of question list/questionnaire. Due one week prior to mail-out. 5. Provide NIST MEP with the email and letter templates to be reviewed and approved before sending pre-survey packages, due by the 1st of the month the survey opens. 6. Preparation of mistake-free mailing and emailing of customized pre-survey packages 5 to 10 business days prior to data collection. 7. Programming and troubleshooting of the survey instrument prior to each round of surveys. Due three weeks prior to survey start. 8. Training of interviewers. Perform two weeks prior to conducting interviews. 9. Record all telephone interviews and provide copies of these interviews to NIST MEP within 1 business day of the request. 10. Administration of the survey in Spanish. 11. Administration of each survey round by the end of the appropriate quarter, allowing data collection to remain open for at least four weeks 12. Real-time completion status updates for all clients via a web site accessible by the centers 13. Transmission of raw survey results to NIST after each administration according to a NIST MEP designed method. Survey results file must be in a format designated by NIST MEP, and manual manipulation of the file by the survey vendor is not to occur. File must be error free every time. Due 7 business days after the close of the survey period. 14. Quarterly written progress reports. Due by the 10th of the month following survey close. 15. Training tools and ongoing communications to help MEP centers understand and use the survey process properly. Performed throughout the period of performance. 16. Attendance at MEP center meetings, when requested 17. Periodic interview debriefings with associated write-ups. Performed throughout the period of performance 18. Flexible, modern, and easily updatable survey instrument. 19. Web-based data portal for center use. V. PERIOD OF PERFORMANCE: The period of performance will include a 1-yr. base period and (4) 1-yr. option periods. VI. GOVERNMENT-FURNISHED PROPERTY, DATA AND/OR INFORMATION: Center project records for the clients to be surveyed will be provided to the contractor. VII. TRAVEL/LOCATION OF WORK: Contractor may need to travel to NIST/MEP in Gaithersburg, MD to meet face to face with NIST staff once or twice per year. Some of the information technology portions of the work that require cooperation with NIST staff may require additional in-person meetings. Travel shall be reimbursed in accordance with the Federal Travel regulation. The Contractor shall not exceed funding for travel as specified in this contract. The contractor also may be requested to attend the MEP National conference in the spring to present to a system-wide audience. The contractor must be located within the United States, and perform all activities related to the survey within the United States. All work shall be performed at the Contractor's facility. Small businesses that currently possess such capabilities and have prior experience providing services using this expertise are encouraged to respond to this notice by providing the following information: 1. Narrative providing evidence of expertise in the above areas. The narrative should include: (1) description of services that align with the areas noted above; (2) descriptions of similar projects worked on by your company as a prime contractor or as a significant subcontractor within the past five (5) years, including: (a) dollar amount of the contract; (b) detailed description of the technical AND schedule requirements of that project; (c) contract type used on that project; (d) indication of how long the project took/will take to complete from start to finish, and (e) name, address, point of contact, phone number and email address at customer organization for which the work was/is being done; (3) the type of survey used; (4) a link to a current survey on line; (5) screen shots or access to your survey management system (similar to what is requested for in the on line center portal noted in sub task 2-7) that shows your e-mail tracking system and the ability to edit data; (6) sample e-mail or letter used that is disseminated to your clients to notify them of a survey; and, (7) an outline or overview of your current quality control procedures in place for a current project 2. Current socioeconomic status of your company including the North American Industrial Classification System (NAICS) code. 3. Indication of whether your company currently has an active registration in the Central Contractor Registration at www.ccr.gov and Online Representations and Certifications Application (ORCA) at https://bpn.orca.gov No telephone requests will be honored. All information provided will become property of NIST and will not be returned. The synopsis is for information and planning purposes and is not to be construed as a commitment by the Government. This is not a solicitation announcement for proposals and no contract will be awarded from this announcement. No reimbursement will be made for any costs associated with providing information in response to this announcement and any follow-up information requests. Respondents will not be notified of the results of the evaluation. All information submitted in response to this announcement must arrive on or before the closing date. All capability statements and information requested above can be submitted via e-mail to randy.schroyer@nist.gov. Responses must be submitted not later than 5:00PM EST April 14, 2011. Responses shall be limited to 25 typed pages, including attachments.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOC/NIST/AcAsD/NB480000-11-00821/listing.html)
- Place of Performance
- Address: TBD, United States
- Record
- SN02414308-W 20110402/110331234810-de37ca4f30fccd5a715b7971b7a1b8cb (fbodaily.com)
- Source
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FedBizOpps Link to This Notice
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