Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF MARCH 13, 2016 FBO #5224
DOCUMENT

70 -- Veterans Oriented Interactive Customer Evaluation (VOICE) - Attachment

Notice Date

3/11/2016
 

Notice Type

Attachment
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11816N1053
 

Archive Date

6/18/2016
 

Point of Contact

Lana J Farber
 

E-Mail Address

0-9702<br
 

Small Business Set-Aside

N/A
 

Description

Introduction: The purpose of this request for information (RFI) is to search for qualified vendors capable of meeting the requirements to provide a commercial product that captures online reporting, real-time alerting, occurrence management, analytics and performance metric "dashboarding" of Veteran Customer Experience with their encounters at the Department of Veterans Affairs. This request is a RFI only and shall not be considered an Invitation for Bids, Request for Quotations, or a Request for Proposal. Do not submit a proposal or quote. This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. The forecasted award is anticipated for 4th quarter fiscal year 2016. Background: The Department of Veterans Affairs (VA) is radically transforming its relationship with Veterans. The goal of the effort is to build trusted, lifelong relationships with Veterans by making experiences predictable, consistent, and easy. At present, VA does not systematically measure and understand the experiences of Veterans in these areas or based on an understanding of Veterans needs and wants. One way that VA is addressing this issue is through the fielding of a web-based tool for gathering close-to-real time, actionable feedback. The VA requires service that includes the capabilities to design, administer, and fill out surveys and comment cards. The mission of VA Office of Information & Technology (OI&T), Product Development (PD) is to provide benefits and services to Veterans of the United States. In meeting these goals, OI&T strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the Veterans' health care in an effective, timely and compassionate manner. VA depends on Information Management/Information Technology (IM/IT) systems to meet mission goals. At the direction of the Deputy Secretary of Veterans Affairs (DEPSECVA), the MyVA Veterans Experience work stream is requesting the implementation of a web-based near real-time feedback capability. The goal of the tool is gather information that will improve customer experiences through faster service recovery. The tool will be used groups across VA including the Veterans Health Administration (VHA) Veterans Benefits Administration (VBA), the National Cemetery Administration (NCA), and internal support groups such as Human Resources and Administration (HR&A) and OI&T. The effort described in this document is to assist VA with getting the right stories about Veteran encounters at the VA at the right time. This new tool is designated: Veterans Oriented Interactive Customer Evaluation (VOICE). General Requirements: "Collect real-time actionable close-ended and open text data as appropriate at accountable levels to cover all VA services from VA channels (Call Center, In-Person Engagements, Digital Properties and Social) through paper and electronic survey modalities convenient to Veterans "Access to "close loop with customer" workflows "Ability for local survey customization as needed "Ability for direct benchmarking against private sector and ensure data to support performance excellence programs "Access to best practices to address performance opportunities "Convenient access to easy-to-understand actionable and dynamic reporting that clearly prioritizes performance opportunities and trends improvements over time "Access to consulting services to cover survey development and coaching on operationalizing complex performance improvements Definitions: VA has identified three types of users of the VOICE system: "Survey takers and comment card responders. They are known as end users. These could be Veterans, beneficiaries or employees who are providing feedback to VA. "VA employees (or contractors working on behalf of VA). They are known as administrative users. These are the people creating surveys or questions, reviewing the responses, and following up as appropriate (e.g., recognizing great performance, recommendations, and addressing suboptimal performance). "VA leadership. They are known as leadership users. These are the leaders in VA who will be reviewing the information gathered either through reports or access to the raw data (this will be determined by prototyping and testing sessions). The key functions of the system can be described in two parts: "A browser-based tool that allows a person to submit a comment card or survey response to VA. "A browser-based analytics tool that allows VA staff to administer the comment cards and surveys, including the ability to create cards/surveys, review submissions, and manage users. It is anticipated that all costs associated with VOICE Certification and Testing would be borne by the contractor to include, but not limited to: shipping to/from the vendor, equipment setup/breakdown, operating personnel, travel, necessary changes, modifications, or repairs. Response must be received no later than Close of Business on March 21st, 2016 to the Point of Contact listed below: If interested, please address the following questions in your capability statement: Name of Company: DUNS Number: Address: Point of Contact: Phone Number: Fax Numbers: Email Address: Any applicable schedules (General Services Administration (GSA), Mission Oriented Business Integrated Services (MOBIS), Veterans Technology Services (VETS) Government wide Acquisition Contract (GWAC), etc.) Could your company independently provide the entire range of services called for in the RFI? ____ YES ____ NO If you answered NO to question (2), what services could your company provide? Specific Capability Questions: 1.Would your company plan to be the prime contractor or subcontractor for this effort? 2.Please provide details regarding potential joint ventures, teaming arrangements, strategic alliances or other business arrangements to satisfy requirements. Small businesses are encouraged to identify teams whereby each team member is considered small business based upon the proposed North American Industrial Classification System (NAICS) code of 541513. 3.Please identify your company's Small Business size status based upon the applicable NAICS code of 541513. For more information refer to http://www.sba.gov/. 4.Is your firm currently registered in VA's Vendor Information Pages (VIP) database? Yes ____No ____ 5.Is your company currently providing similar services to another government agency or other non-government customer? If so, please identify the agency or non-government customer. If you are unwilling to share your customers' identity, please address whether your company offers the same or similar services commercially (outside the federal government). 6.Please provide positive or negative feedback regarding these Capability Questions such as recommended changes, noted exceptions, ambiguities, etc. 7.Please provide any other pertinent information as deemed necessary to demonstrate your and any proposed team member's capabilities and prior experience as it relates to the requirements set forth in this RFI. 8.Describe the capabilities/qualifications/skills your company possesses to perform the work. 9.Describe the ability to illustrate how your product complies with the spirit and intent of the Federal CIO/U.S. Digital Service Playbook - https://playbook.cio.gov 10.Describe the product's ability to collect unstructured (e.g., social media) and structured data (surveys) from currently existing data in VA to eliminate duplicative questioning and enhance the survey experience. 11.Demonstrate ability of product to allow creation of customizable database entry interfaces to log customer feedback and the ability to track issues to resolution (e.g., complaints, suggestions, praises, etc) 12.Describe the ability of product to easily provide access to a unified view of the customer that combines all data inputs. 13.Describe and illustrate the ability to customize dashboard and reports. 14.Describe and illustrate the ability to analyze unstructured text data for insights. 15.Describe your experience with VA security and privacy policies and requirements? 16.Describe and explain how your COTS solution can be securely integrated with VA web pages and emphasize the security aspect of ensuring that data streams would be secured. 17.Provide a description of typical implementation efforts, timeframes, dependencies, and outcomes. 18.Describe and explain your experience with integrating with other customer web pages, if in a medical environment how that was accomplished. 19.Describe and explain how your COTS product presents aggregated data to help the customer experience with performance measures and monitoring. 20.Describe and explain how your COTS product web interface is browser agnostic and will function properly in multiple browser environments such as Android, IOS, Internet Explorer, Mozilla, Firefox, etc. Feedback Capture Technique 21.Please describe the different feedback collection modes that your software platform supports. 22.Please indicate at least three customers for whom you have multiple survey programs (not including survey branches) in a single software platform. Please specify volumes of survey programs, and indicate touch-points, journeys and segments those surveys cover. 23.How would your product manage and support intelligent sampling and quota management? Does your system automatically prioritize results if a trigger is eligible for multiple surveys? Closed Loop Feedback Capability 24.Describe how your product supports closed loop processes, service recovery and case management. 25.Please specify how your enterprise software solution could work across complex hierarchies at scale for 100,000s of respondents with the proper alerts and relevant feedback information going to the right person in near real-time? 26.When changes need to be made to the underlying hierarchies, how quickly can your solution process those changes? 27.Would your solution support customizable rules for automatic escalation? Would it support case-by-case escalation? Organization 28.How would your solution address overlapping data ownership among users, i.e. users sitting in different parts of an organization that need access to the same data? 29.When an organization changes (for example, when a contact center representative moves from one team to another), explain what happens with scores/survey records at both the individual and team level? 30.Please provide examples of how your product would manage user access so users get access immediately and see a scope of the data that is appropriate for their job (role and responsibility)? 31.What is your ability to integrate external data sources, e.g. relationship surveys, operational data, financial data...-- at an individual, segment, region or other level? Specifically, describe your Customer Relationship Management (CRM) integration capabilities. Reporting and Real Time Action 32.Please describe the construct of your platform. Do all user roles operate from a single application or are there different solutions for different user types? 33.Please describe the analytics processing capabilities of your solution. Would all data sets updated in real time or only select data sets? Would users encounter any lag when running reports with large amounts of data within a browser? 34.What features would your solution offer for root-cause analysis to understand what the underlying issues are and how to prioritize them to create systemic change? Please illustrate. 35.Please explain how Leadership Users could be assured that the insights from the survey tool may be used to take action to improve Veteran experience. 36.Please describe your mobile capabilities. Do you have a mobile reporting application that field leaders can utilize to respond directly to Veteran feedback? 37.Is your COT solution Section 508 compatible - both on the survey taken presentation layer, and on the analytics (dashboard) presentation layer? 38.Would your platform enable the ability for users to add questions to existing surveys on their own and in real-time? Please explain. 39.Would the Text Analytics capabilities extend, in a contextual format, to all users of the application? Program Support 40.Please provide metrics on your historical success with implementations and customer retention. 41.Please describe your account support program. Do you provide 24/7/365 support? What are your hours for live support? 42.Please describe potential pricing strategies for your solution. Are there incremental costs per user (license)? Per survey response? Other? 43.Would your company potentially be willing to demonstrate a live pilot of your solution with real VA survey data so that the real look, touch and feel of your solution could be realistically experienced at no cost to the government? Submittal Information In your capability Statements please include a Rough Order of Magnitude (ROM). Please include company name, company address, and DUNS Number (if applicable). Responses are requested no later than CLOSE OF BUSINESS 5:00PM EST on Monday, March 21st, 2016, via email to Lana Farber, at lana.farber@va.gov. Questions may be submitted to this address as well
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/084bb7e4a709a2bc70f596a7d69479db)
 

Document(s)

Attachment
 

File Name: VA118-16-N-1053 VA118-16-N-1053.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2611102&FileName=VA118-16-N-1053-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2611102&FileName=VA118-16-N-1053-000.docx

 

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

Record

SN04048356-W 20160313/160311235423-084bb7e4a709a2bc70f596a7d69479db (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
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