SOLICITATION NOTICE
R -- TAC-19-54402 Customer Service Improvement Program
- Notice Date
- 4/2/2019
- Notice Type
- Combine Synopsis/Solicitation
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
- ZIP Code
- 07724
- Solicitation Number
- 36C10B19R0016
- Response Due
- 4/16/2019
- Archive Date
- 5/16/2019
- Point of Contact
- Susan.Banasiak@va.gov
- Small Business Set-Aside
- Service-Disabled Veteran-Owned Small Business
- Description
- This is a combined synopsis/solicitation for commercial services prepared in accordance with the format in Federal Acquisition Regulation Subpart 12.6, as supplemented with additional information included in this notice and a written solicitation will not be issued. This announcement constitutes the only solicitation; proposals are being requested. This solicitation, 36C10B19R0016, is being issued as a Request for Proposal (RFP) from the Department of Veterans Affairs (VA), Office of Procurement, Acquisition and Logistics, Technology Acquisition Center. The solicitation document and incorporated provisions and clauses are those in effect through the Federal Acquisition Circular 2019-01 effective January 22, 2019 and the latest version of the VA Acquisition Regulation supplement. This RFP is issued as a total service-disabled Veteran-owned small business set-aside, for the procurement of management and consulting services for the measurement of Customer Satisfaction Metrics. The required services include functions such as measurement of customer satisfaction, customer site visits and engagement, customer service improvement activities, analysis of quantitative and qualitative data, communication, data analytics, research, and reporting. The brand name portion of this requirement is the use of the American Customer Satisfaction Index (ACSI) Structural Equation Modeling software. ACSI Structural Equation Modeling software is required for completion of the Annual Customer Satisfaction Survey and the Net Promoter Score measurement surveys. The data from these surveys are utilized for the overall measurement of Customer Satisfaction Metrics. The ACSI measures customer satisfaction with over 100 services, programs and websites of federal government agencies. ACSI is used for government entities to track user satisfaction with the quality of their services over time and compare these results to other organizations in both the private and public spheres. Net Promoter Score measurement surveys are sent to randomly selected VA employees each month. The surveys are a measurement of customer experience and they also predict business growth. The North American Industry Classification System Code applicable to this action is 541611. Questions and responses regarding this combined synopsis/solicitation shall be directed to Susan Banasiak, Contract Specialist at Susan.Banasiak@va.gov and Peter Lewandowski, Contracting Officer, at Peter.Lewandowski@va.gov with the subject line as the solicitation number, 36C10B19R0016. Please see attached solicitation. NOTE: THIS NOTICE WAS NOT POSTED TO FEDBIZOPPS ON THE DATE INDICATED IN THE NOTICE ITSELF (02-APR-2019); HOWEVER, IT DID APPEAR IN THE FEDBIZOPPS FTP FEED ON THIS DATE. PLEASE CONTACT 877-472-3779 or fbo.support@gsa.gov REGARDING THIS ISSUE.
- Web Link
-
Link To Document
(https://www.fbo.gov/notices/4984fcde98a2bb3fdb5412cd07198842)
- Record
- SN05268597-F 20190404/190402230102 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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