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FBO DAILY - FEDBIZOPPS ISSUE OF AUGUST 04, 2015 FBO #5002
DOCUMENT

R -- Real time customer service surveys - Attachment

Notice Date

8/2/2015
 

Notice Type

Attachment
 

NAICS

541720 — Research and Development in the Social Sciences and Humanities
 

Contracting Office

Department of Veterans Affairs;Program Contract Organization East(PCOE);1100 1st Street, 7th Floor, Suite 732;Washington DC 20002
 

ZIP Code

20002
 

Solicitation Number

VA26815N0134
 

Response Due

8/7/2015
 

Archive Date

10/6/2015
 

Point of Contact

Nefertiti McDonald
 

E-Mail Address

Nefertiti.Mcdonald@va.gov
(Nefertiti.Mcdonald@va.gov)
 

Small Business Set-Aside

N/A
 

Description

PERFORMANCE WORK STATEMENT A.PURPOSE. The Supported Services for Veteran Families (SSVF) program is required to collect and analyze customer satisfaction. The vendor selected will support SSVF in collecting and analyzing this customer satisfaction data. B.BACKGROUND. This program is authorized by 38 U.S.C. 2044 and implemented by final rule, promulgating 38 CFR part 62 (RIN 2900-AN53) regulations implementing 38 U.S.C. 2044 by establishing an SSVF Program.75 FR 68979. Through this program, VA has offered grants to eligible entities, identified in the regulations, that provide supportive services to very low income veterans and families who are at risk for becoming homeless or who, in some cases, have recently become homeless. The SSVF program was authorized by Public Law 110-387 which defines a very low-income veteran family as a veteran who is a single person or a family in which the head of household, or the spouse of the head of household is a Veteran with an income below 50 percent of the area median income. VA's goals and objectives for SSVF include the provision of supportive services designed to enhance the housing stability and independent living skills of very low-income veteran families occupying permanent housing nationwide. At a minimum, grantees will be expected to provide the following supportive services to program participants: outreach services, case management services, housing counseling services, help with financial planning and credit counseling, assistance in obtaining VA benefits, assistance in obtaining child care services, assistance in obtaining legal assistance, assistance in obtaining transportation, and assistance in obtaining and coordinating other public benefits. As part of the SSVF's program authorization, it is required to produce a report analyzing program effectiveness. This report must include a section on consumer satisfaction. C.TASKS AND ASSOCIATED DELIVERABLES. The contractor will be work with the program office and grantees to develop consumer satisfaction data. This consumer data must be collected electronically to meet the following objectives: "Significantly reduce SSVF administrative time requirements and costs. "Increases the survey response rate to improve date validity and value of client feedback. "Reduce the lag time between survey responses and when that information is compiled and made available to SSVF Grantees. "Ensure that Veterans/families without a permanent home or any email address have the ability to easily provide feedback on SSVF Grantee services. "Provide monthly reporting that is oriented towards both measurement and improvement - rather than the current practice of providing measurement-oriented-only annual reporting. To this end, contractor will provide information directly to Grantees for the Veterans they serve and roll-up reporting for the SSVF. "Place a minimal time and financial burden on the Grantees to achieve the above objectives. Specific tasks are as follows: Task 1: Development of Electronic Satisfaction Survey The contractor will work with SSVF and its Grantees to provide/oversee the following services: "Refine and document, in detail, the process for capturing client feedback. oAnnual evaluation of the survey questions/ response options and updating of these. oUpdating and deployment of the surveys and reports with OMB-approved questions. oEnsures that participants can complete surveys anonymously. "Design and develop, with input from SSVF, and support from the contractor, the following SSVF-branded tools to collect SSVF Grantee client feedback: oOne standardized survey that allows for delineation those veterans/families that were homeless or at risk of homelessness and the Grantee that provided service. oA website for Grantees for the purpose of capturing client email addresses and other relevant information to the contractor's ability to collect satisfaction data. oA client survey invitation card, with instructions for providing web-based feedback, including a unique identifier for each client (SSVF is responsible for any printing/distribution of these to Grantees - unless the scope of this services proposal is modified). "Design and automate all reports for the Grantees and the SSVF Task 2: Ongoing Operations and Support Contractor will provide the following services for the contract period "Contractor software use license and date hosting for the services described. "Automated reporting delivered via email based on the schedule, form, and format defined by SSVF, for SSVF and the Grantees. "Provide SSVF participants with a survey invitation that reinforces the importance of providing feedback on Grantee services and simple instructions for doing so, including accessing a website for this purpose along with a unique identifier that does not include Veteran's name (identifier must include key demographic information and ensures no more than one completed survey from that client). "A complete dataset of patient feedback for analysis and ad hoc reporting for SSVF and a subset of that information for each Grantee produced each month. "Contractor service intervention eAlerts that would immediately notify the Grantee of any issue that would require immediate follow-up with the client. "All technical operations for the Contractor scope described above including delivery of reports on the schedule as designed (Grantees are responsible for assuring web access) DELIVERABLES DeliverablesQuantityDue Dates Task 1 Deliverables: Development of Electronic Satisfaction Survey 1a. Develop recorded webinar on use and completion of consumer survey 1b. Create electronic survey instrument 1c. Create website to collect completed surveys 1 1 1 Update annually Task 2 Deliverables: Ongoing Support and Operations 2a. Monthly survey results reporting data at a national and grantee level. 2b. Notification of any data collection problems. 2c. Access to all customer satisfaction data in an exportable format that allows VA to share data with grantees and other stakeholders. 400 grantees As needed 400 grantees Report monthly D.TRAVEL. No travel costs are associated with this contract. E.INVOICES AND PAYMENTS. The Contractor shall invoice monthly based upon completion of the services described in the PWS. Invoices are to be submitted to the assigned contracting officer's technical representative, (COR) for approval. A.EVALUATION CRITERIA. Award will be made to the proposal that offers the best value to the government. For the purpose of evaluations, proposals shall be evaluated based on the following criteria. 1)VA will award up to 40 points for technical expertise, including key personnel (15 page limitation) 2)VA will award up to 40 points for past performance (5 page limitation) 3)VA will award up to 20 points for price SPECIAL CONTRACT REQUIREMENTS A.TERMS OF THE CONTRACT. Services will be provided in accordance with the Performance Work Statement (PWS) and all terms, conditions, and provisions of the resulting contract for the base period of September 30, 2015 through September 30, 2016 with four (4) one-year renewable option periods to be exercised at the option of the government. The contract is effective from date of award through September 30, 2020. The total duration of this contract, including the exercise of any options, shall not exceed five (5) years. The contract is subject to availability of VA funds. The contractor shall perform no services after the completion of the contract year base, and each option year until the contracting officer authorizes such services in writing. B.GOVERNMENT RESPONSIBILITES. The government shall ensure that the contractor has access to reference materials, program documentation and VA websites as appropriate. C.RECORD KEEPING. 1. The COR shall establish and maintain a record keeping system that will record the services performed by the contractor's employee(s). Any incidents of contractor non-compliance as evidenced by the monitoring procedure shall be forwarded immediately to the CO. 2. Documentation of services performed shall be reviewed prior to certifying payment. The COR shall pay for services actually performed and in strict accordance with schedule of supplies/services above. Contract monitoring and record-keeping procedures shall be sufficient to ensure proper payment and allow audit verification that services were provided. D.PAYMENTS. 1. Payment to the contractor shall be made monthly, in arrears, upon receipt of a properly prepared invoice. 2. Contractor employee(s) shall be actually performing the services specified in the contract in order to receive reimbursement. 3. The Department of Veterans Affairs Financial Service Center (FSC) is the designated agency office for invoice receipt in accordance with the Prompt Payment Act (5 CFR Part 1315). FSC or its designated representative may contact the vendor to provide specific instructions for electronic submission of invoices. The vendor shall be responsible for any associated expenses. FSC may utilize third-party contractors to facilitate invoice processing. Prior to contact by FSC or its designated representative for electronic invoicing submissions., Payment Address: 4. Billings rendered by the contractor to the PO for services furnished under the terms of this contract shall be billings in full. Neither the beneficiary his insurer, nor any third party shall be billed. NOTE: Invoices for payment may be rejected if sufficient support information, such as deliverables and tasks completed, is not included. Invoices shall include the following information to be considered valid for payment. Invoices without the required information will be returned: "Vendor name, invoice number and date "Complete purchase order number assigned by the VA facility "Name of provider, number of hours worked, unit price. "Total dollar amount of invoice E.CONFIDENTIALITY. 1. The contractor acknowledges that all records are subject to the Privacy Act and that VA is the sole entity authorized to release such information and implementing regulations. 2. VA acknowledges that in receiving, storing, processing or otherwise dealing with any patient information received from the contractor, VA is fully bound by federal confidentiality statutes and implementing regulations. 3. Records created by the contractor in the course of performing under this agreement are the property of VA and shall not be accessed, released, transferred or destroyed except in accordance with applicable federal law and regulations. Upon expiration of this contract or termination of the contract, the contractor will promptly provide VA with all completed satisfaction surveys. VA has unrestricted access to the records generated by the contractor pursuant to this contract. F.NOTICES. Contractor shall, in writing, keep the CO informed of any unusual circumstances in conjunction with the contract G.CONTRACTING OFFICER'S TECHNICAL REPRESENTATIVE (COR). VA shall provide the contractor with the name, title, and telephone number of the COR at the time of contract award. The COR will be the VA official responsible for verifying contract performance. H.CONTRACT ADMINISTRATION DATA. The CO is the only person authorized to approve changes or modify any of the requirements of this contract. The contractor shall communicate with the CO on all matters pertaining to contract administration. Only the CO is authorized to make commitments or issue changes that shall affect price, quantity or quality of performance of this contract. The COR will be responsible for the overall technical administration of this contract as outlined in the COR Delegation of Authority. IN THE EVENT THE CONTRACTOR AFFECTS ANY SUCH CHANGE AT THE DIRECTION OF ANY PERSON OTHER THAN THE CONTRACTING OFFICER WITHOUT AUTHORITY, NO ADJUSTMENT SHALL BE MADE IN THE CONTRACT PRICE TO COVER AN INCREASE IN COSTS INCURRED AS A RESULT THEREOF.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/0f2b00329a90a5e4145a6999ed034879)
 

Document(s)

Attachment
 

File Name: VA268-15-N-0134 VA268-15-N-0134.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2207751&FileName=VA268-15-N-0134-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2207751&FileName=VA268-15-N-0134-000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN03820255-W 20150804/150802233354-0f2b00329a90a5e4145a6999ed034879 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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