Navy Public Works Center, 2730 McKean St, Ste 1, San Diego, CA 92136-5294

R -- CONSULTATION SERVICES FOR REDESIGN OF CUSTOMER SATISFACTORY SURVEY SOL N63387-97-Q-M253 DUE 060497 POC Scottish Murphy, Purchasing Agent, (619)556-1582, Charles McNeill, Contracting Officer, (619)556-1585, FAX: (619)556-7806 1 LOT Consultation Service for Redesign of Customer Satisfaction Survey (CSS). Statement of Work for Criteria Contract: 1. OBJECTIVE: Develop a standardized customer survey questionnaire that can be used by all Naval Facilities Engineering Command (NAVFACENGCOM) Public Works Center. 2. BACKGROUND: a. NAVFACENGCOM oversees nine PWCs located at major Naval bases located within the continental United States, Pearl Harbor HI, Guam Marianas, and Yokosuka Japan. b. PWCs are responsible for providing essential services which enable Navy Commands to operate. Functions performed include, but are not limited to maintenance, utilities, transportation, engineering and environmental. Services in these areas are provided by approximately 12,000 military and civilian personnel. c. Accurate reporting of customer satisfaction levels to NAVFACENGCOM has been a problem because of inconsistent survey procedures used throughout the PWCs. d. To minimize inconsistencies, a standardized questionnaire will be developed which can be used by all PWCs in their customer survey efforts. e. PWC San Diego will serve as the pilot activity in developing the standardized survey document. f. Prospective bidders are expected to contact the Navy PWC San Diego for information on the exact character and nature of work to be accomplished. Survey documents which are currently used to measure customer satisfaction will be made available for review if required. 3. REQUIREMENTS: a. PWCs generally address the needs and concerns of two major customer groups. The two major groups are afloat and shore customers. Afloat customers are Navy ships and shore customers are Navy shore activities. b. The questionnaire will be designed to measure customer satisfaction for the two major groups, results of which will be rolled up to NAVFACENGCOM for compilation with other PWCs. NAVFACENGCOM has identified four survey attributes which are: accuracy, cost, responsiveness and suitability. c. The questionnaire will be evaluated after the first survey cycle to determine effectiveness in measuring, analyzing and reporting customer satisfaction. 4. EVALUATION CRITERIA: a. Quotes will be evaluated and rated based on the following criteria: (1) Experience, reputation and past performance of bidding firm. The number of years in the business and the number of questionnaires designed to date. (2) Qualifications of proposed "key personnel" to be invilved in the work. (3) Proposal completeness. (4) Price (price should include all expenses, such as travel and lodging; not just design cost). b. Award will be made to the bidder offering overall best value to the government; price and technical factors considered. Importance of technical factors is considered about the same as price. c. Bidders must provide references of businesses who have received the consultant's services in the past. Business name, point of contact name, business phone number, and dates services were provided should be included. d. The sucessful bidder must be prepared to start work no later than June 18, 1997. e.All proposals must be received by the PWC San Diego Material Department, Code 800 no later than 5 PM Pacific Standard Time (PST), June 4, 1997. This date is not flexible and no extensions will be granted. 5. DELIVERABLES: a. Designed questionnaire to be delivered no later than July 30, 1997: (1) The questionnaire will be developed for electronic transmission and receipt of responses, preferably using Microsoft Office Suite, Word for Windows Ver 6.0, or Excel; and ease of transfer from one medium to another for compiling database information, calculating results and producing reports. (2) The questionnaire will measure customer satisfaction of thetwo major customer groups (afloat and shore). (3) The questionnaire will be designed to measure satisfaction levels for key functional services provided by PWCs. (4) The questionnaire will address NAVFACENGCOM survey attributes identified as: accuracy, cost, responsiveness and suitability. b. Assistance before, during and after the first survey cycle. c. Following review by NAVFACENGCOM and the other PWCs of completed design document, complete modifications (if required) by August 22, 1997. d. Following first survey cycle completed October 24, 1997, complete modifications (if required). Written solicitations will not be forwarded. FAX or mail quotes will be accepted. See Numbered Note(s): 1. (0135)

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