SOURCES SOUGHT
R -- Enterprise Services Customer Service Program
- Notice Date
- 7/12/2018
- Notice Type
- Sources Sought
- NAICS
- 541613
— Marketing Consulting Services
- Contracting Office
- Department of Homeland Security, Customs and Border Protection, Procurement Directorate - DC, 1300 Pennsylvania Avenue, N.W., Room 1310 NP, Washington, District of Columbia, 20229, United States
- ZIP Code
- 20229
- Solicitation Number
- CSP2018
- Archive Date
- 8/10/2018
- Point of Contact
- Jenne' Tillman,
- E-Mail Address
-
jenne.tillman@cbp.dhs.gov
(jenne.tillman@cbp.dhs.gov)
- Small Business Set-Aside
- N/A
- Description
- The U.S. Customs and Border Protection (CBP), Enterprise Services (ES) is seeking industry expertise to build a multi-functional mission support customer-centric enterprise, able to capture and measure real time customer feedback and continuously improve mission support services to best support CBP operations. ES provides services that sustain the day-to-day operations of frontline operators and non-frontline entities. Key capabilities include managing finances, acquisition of goods/services, information technology, property, assets and the hiring and training of personnel. These services provide the tools and resources to support operational needs and ensure overall mission effectiveness. The desire is to improve the customer experience, cultivate a customer service mindset, educate service providers and leadership on customer service excellence and increase, improve, or add transparency, while respecting existing customer service mechanisms. The response will clearly address a responder's knowledge of industry best practices and the capability to deliver an internal facing customer service framework for a large-scale, multi-functional mission support organization that encompasses a diverse set of functional areas (including Finance, Facilities, Acquisition, Information Technology, Training & Human Resources) supporting over 60,000 employees, with the majority being law enforcement personnel. The Request for Information (RFI) is hereby issued for informational, acquisition planning and market research purposes only. The request does not in any way constitute an Invitation for Bids, Request for Proposal, and Request for Quote or obligate the Government to make an award. Responses are not offers and cannot be accepted by the Government to form a binding contract. Additionally, the Government will not provide reimbursement for any information that is submitted on behalf of the request. BACKGROUND: Enterprise Services (ES) was created to improve and increase collaboration among offices that provide services to the CBP enterprise. Eight offices grouped under the ES umbrella support both the frontline operators and the mission support entities, providing a suite of products and services ranging from facilities management and training to congressional budget formulation and payroll. The eight offices are: Office of Accountability (OAct) is responsible for CBP Performance Improvement and for the development and socialization of CBP's current and future mission priorities and direction; facilitation of the planning, development, allocation, and reporting of financial and personnel resources so that they are aligned to CBP's mission priorities; assuring that CBP is positioned to efficiently and effectively obtain mission outcomes; the development and tracking of appropriate measures and metrics to enhance performance management activities; and maintains and implements a broad-based management inspection and audit oversight program that provides senior leadership with information concerning performance and effectiveness of operations and management. Office of Acquisition and Procurement (OA) is responsible for providing expertise and oversight in acquiring or procuring mission-essential systems, supplies or services; establishing and maintaining acquisition policy; and facilitating acquisition governance. OA manages more than 95 acquisition programs, totaling approximately $2.5B. OA completed 6,836 award actions with FY17 net obligations totaling $3.5B. Office of Facilities and Asset Management (OFAM) oversees CBP's facilities and tactical infrastructure portfolio, which includes more than 5,800 buildings, structures, and towers (with approximately 28 million square feet of building space), and over 4,600 acres of land in the United States. OFAM facilities include 386 Border Patrol stations, more than 1,100 ports of entry, and 62 Air and Marine operations facilities. OFAM provides management and oversight of over 835,000 disbursed personal property assets, valued at more than $7.7B. OFAM is also responsible for procuring approximately 48,000 uniforms and managing 24,000 vehicles. Office of Finance (OF) is the principal advisor for budgetary and fiscal matters including financial management, revenue collection and management, accounting policy and systems, internal control systems, budget formulation and execution, audit administration, and general business improvement programs. OF manages CBP's $15B annual budget, $2.6B annual fee funding, and more than 100 different duties, taxes, and fees. The Office of Finance also manages 33K fleet cards, 43K travel cards, processes 100K invoices estimated at $2.3B, processes 1.5 million payroll entries. Office of Human Resources Management (HRM) is responsible for providing human resources support for CBP, promoting and enabling mission accomplishment through human capital planning and utilization, recruiting and hiring, providing employee services and benefits, processing personnel actions, and facilitating workforce effectiveness. HRM also assists employees by providing recruitment services, retention support, benefits support, and employee assistance programs. In FY17 HRM recruited and hired 1,477 frontline and 1,145 non-frontline personnel; conducted 1,768 safety inspections; fielded 30,000 email/telephone inquiries from employees related to benefits and retirements, and processed 1,344 retirement applications. Office of Information and Technology (OIT) delivers high-quality information technologies and services to CBP, other government agencies, the travelling public, and the international trade community in support of the agency's day-to-day activities to secure the border and facilitate trade and travel. OIT manages CBP's technology infrastructure and information and technology operations to enable CBP mission readiness and improve the ability of all employees, including officers and agents in the field, to be proactive and responsive to new threats. OIT operates over 6,000 virtual servers hosted on 1,500 physical servers; manages 17.2 petabytes of storage, 73,000 work stations, 70,000 voice lines, and 28 mission essential systems; and provides 24x7 technology and communications support to CBP and partner agencies. Office of Programming (OP) is responsible for the effective management of CBP's financial resources by providing a tight linkage and alignment of CBP's resources to mission priorities and outcomes. OP provides guidance and oversight for CBP's development of a strategic programming framework and is responsible for bringing deliberate order to the agency's efforts in the programming processes. OP develops, submits, and defends the $78B five-year resource allocation plan. Office of Training and Development (OTD) trains the entirety of CBP's 60,000 employee workforce. OTD supports an annual student throughput of 21,000 for basic and advanced training in support of border patrol agents, customs officers, agriculture specialists, import specialists, regulatory auditors, canines, leadership development and 260 advanced training courses. OTD oversees four national Academies/Training Centers (Advanced Training Center; U.S. Border Patrol Academy; CBP Field Operations Academy; Canine Training Center) and five Centers of Excellence/Divisions (Leadership Development, Distance Learning Center, Instructional Design Center, National Training Plan Division and Training Support Division). INFORMATION REQUEST: Enterprise Services (ES) seeks expertise in mission support customer service for large scale operations, to identify the core and essential components of an effective evidence-based customer service program in support of operational customers. Qualified and experienced respondents will submit a statement of qualifications and recommendations to build an internal customer-centric enterprise, considering the following desired outcomes: 1) Seeing customer service strategically by responding effectively to questions and problems and feeding data about issues to the right parties 2) Understanding what customers want and setting strategic goals to get achieve customer expectations 3) Developing and consolidating an efficient voice of the customer process with internal metrics, customer contact data and survey data 4) Creating a customer-technology interface that is easy to use for the customer and support provider 5) Providing employees the right tools including customer service training and education and teaching employees how to solve customer problems 6) The ability to measure, manage, monitor & analyze customer service across the enterprise with a real-time, automated process 7) Understand the experience of customers and be able to capture positive and negative data-based trends with respect to specific mission support customer services 8) A map of the customer service framework to understand roles in the customer service process INFORMATION INSTRUCTIONS: 1) A response shall be submitted via email to Jenné Tillman at jenne.tillman@cbp.dhs.gov using "CSP2018 RFI" as the subject line. 2) A response shall be submitted by Thursday, July 26, 2018 at 9:00 AM EST. 3) The response shall not exceed five (5) pages. 4) In addition to the Information Request section, the response shall include the following: - Company Name (and Doing Business As, if applicable), Address, Telephone Number and Web Address - Point of Contact - DUNS Number - Tax Identification Number/Employer Identification Number - Socio-Economic Status 5) Any response received after the stated due date shall not be considered. 6) Questions shall be submitted via email to Jenné Tillman at jenne.tillman@cbp.dhs.gov using "CSP2018 RFI Questions" as the subject line. 7) Questions shall be submitted by Tuesday, July 17, 2018 at 9:00AM EST. 8) Questions received after the stated due date shall not receive a reply.
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