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FBO DAILY - FEDBIZOPPS ISSUE OF JUNE 25, 2016 FBO #5328
DOCUMENT

R -- Veteran Affairs Customer Segmentation Analysis and Drivers of Customer Experience - Attachment

Notice Date

6/23/2016
 

Notice Type

Attachment
 

NAICS

541618 — Other Management Consulting Services
 

Contracting Office

Strategic Acquisition Center - Frederick;Department of Veterans Affairs;321 Ballenger Center Drive, Suite 125;Frederick MD 21703
 

ZIP Code

21703
 

Solicitation Number

VA119A16N0200
 

Response Due

6/29/2016
 

Archive Date

7/29/2016
 

Point of Contact

Joshua Dean
 

E-Mail Address

.Dean@va.gov<br
 

Small Business Set-Aside

N/A
 

Description

THIS IS A REQUEST FOR INFORMATION (RFI) ONLY (as defined in FAR 15.201(e)), this is not a solicitation. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received, provide feedback to respondents with respect to any information submitted, or respond to any questions or comments that may be submitted in response to this RFI. This notice does not constitute a commitment by the United States Government and does not obligate the Government to award a contract or otherwise pay for the information provided in response. Responders are solely responsible for all expenses associated with responding to this RFI. The agency does not intend to award a contract but rather gather capabilities and market information pertinent for acquisition planning. The responses to this RFI will be captured as market research and may contribute to the development of an acquisition strategy. Information provided may be used to assess tradeoffs and alternatives available for the potential requirement and may lead to the development of a solicitation. All submissions become Government property and will not be returned. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. The information provided in the RFI is subject to change and is not binding on the Government. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. PURPOSE This Request for Information (RFI) is for a solicitation being considered by the Department of Veterans Affairs (VA) to obtain approaches to segment the Veteran population of approximately nine million as a foundational exercise to understanding Veteran needs at a more granular, quantitative level. The RFI is intended to assist VA in understanding the current status of industry sources with a proven capability to assist in a large-scale population segmentation. BACKGROUND The VA established the the MyVA effort to modernize VA's culture, processes, and capabilities. VA created the Veterans Experience Office (VEO) with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. This new office, in close coordination with VA's Administrations and staff offices, strives to make every contact Veterans and their families have with VA easy, effective, and emotionally engaging whether in-person, by phone, online or by postal mail. VEO has three primary roles: 1.Representing the voice and perspective of Veterans and their families in VA departmental governance. Clearly articulating the needs of VA customers and ensuring VA resources are allocated on the basis of the best return to meet those customer needs. Working to integrate and coordinate VA resources across physical and virtual interactions with Veterans to ensure delivery of excellent healthcare and benefit experiences. 2.Designing, implementing, and managing a portfolio of enterprise level, customer-centric projects that will simplify customers' interactions with VA and help Veterans understand and access care and services provided by VA and their local communities. 3.Supporting VA "mission owners"-those leaders responsible for delivering, day-in and day-out, VA care, services, products to Veterans-in meeting their goals for improving customer experience. OBJECTIVES This effort will enable VA to focus resources on specific segments (e.g., high users of specific services and users with the greatest dependencies on VA, such as Veterans with spinal cord injuries) and ensure VA adapts to the needs of the segments in the areas with the potential for impact. This effort is focused on all services provided by VA, including all services from NCA, VBA, and VHA. Combined with ongoing operational improvements, a focused Veteran segmentation analysis will assist VA with understanding the opportunity to better serve its Veteran base and ultimately guide an evolution of its services and delivery system by adjusting existing programs and developing different programs to address the varying needs of Veterans. The segmentation analysis will help us understand the different ways that Veterans use VA services. Selecting the right questions, to be defined in the Segmentation Plan, will provide VA the ability to better tailor services to specific segments. The answers to these questions, added to demographic data, give VA the ability to create better, specific capabilities in our care, service, and benefits to Veterans. Segmentation analysis will address the following VEO objectives: "Understanding Veterans' varying needs (e.g., clinical, engagement), how they are expected to change over time, and categorizing into segments "Enable VA to prioritize resources based on opportunity for impact and defining VA's opportunity to address the priority segments, drawing on innovative approaches from within VA and across the private sector INSTRUCTIONS FOR RESPONDING TO THIS RFI CONFIDENTIALITY: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). Response Format/Page Limitations: The overall total page limit for responses to this RFI is five (5) pages. Response submissions should be submitted in Microsoft Word format with Times New Roman font, 12 pt. or greater font size. Interested parties should limit marketing material in order to allow sufficient space for adequately, directly, and substantively responding with the information of most interest to the Government. In all correspondence relevant to this RFI please identify it as a response to the VA Customer Segmentation Analysis and Drivers of Customer Experience RFI and refer to the identifying number of VA119A-16-N-0200. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. Respondents are requested to limit responses to the information, and in the format provided below. A - GENERAL INFORMATION A1.Organization Name and the year in which the company was established/founded (please list any previous names used). A2.Information regarding the number of employees, turnover rate, certifications, and commercial recognitions and associations. A3.Industry (NAICS) Codes (North American Industry Classification System) and business size for each NAICS code. A4.Company ownership (public, private, joint venture). A5.Business classification/Socio-Economic Status (e.g. large, small, 8(a), women owned, HUB-zone, Small Disadvantaged Business, Service-Disabled Veteran Owned). A6.Does your company maintain any Schedule Contracts (GSA, VETS GWAC, T4 NG, etc.) where the required services are offered? If so, please provide contract information to include Source, Contract Number, Period of Performance, Government point of contact (as applicable), and any other pertinent information. A7.Provide an overview of the kinds of services or core capabilities the firm offers. B - CAPABILITY AND EXPERIENCE INFORMATION B1.Does your organization have a proven capability for customer segmentation? If so, please explain. B2.Has your organization provided customer segmentation with the proven capability described in B1 during the past five years for one or more federal clients or public/private sector organizations or large network of medical facilities that would be on the same scale as VA? If so: a.Briefly describe relevant experience (up to three similar engagements) that your organization has of similar size, scope, scale, and complexity to this requirement that are or were provided to the Federal Government or public/private organizations or a large network of medical facilities. b.Did your organization undertake the past projects alone, or as a team with other teaming partners? Clearly describe your role and that of your partners. c.How much time was planned for the effort and how long did it take? d.Were the intended results achieved? e.Approximately how many resources were used? B3.What organizations does your organization partner with for customer segmentation? B4.Typically, in the private sector, segmentation is done to achieve maximum profitability. At VA, segmentation will be used to meet the greatest needs of the Veteran population. Please explain how your organization will approach this shift in segmentation goals. **************************************************************************** Submission: Responses to this RFI shall be submitted to Joshua Dean via email Joshua.Dean@va.gov and no later than June 29, 2016 at 4:00PM ET. Questions: No Questions are being accepted at this time. Depending upon the responses received, VA may request additional information, may conduct future question and answer sessions, or may conduct meetings or an industry day.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/AFMLOVASS/VASSMD/VA119A16N0200/listing.html)
 

Document(s)

Attachment
 

File Name: VA119A-16-N-0200 VA119A-16-N-0200.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2824985&FileName=VA119A-16-N-0200-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2824985&FileName=VA119A-16-N-0200-000.docx

 

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

Record

SN04159894-W 20160625/160623234812-cdf3ddec3037ac9197a04c05ad1ece45 (fbodaily.com)
 

Source

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

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