SOURCES SOUGHT
99 -- Information Technology Agency Enterprise Customer Relationship Management
- Notice Date
- 7/28/2010
- Notice Type
- Sources Sought
- NAICS
- 541513
— Computer Facilities Management Services
- Contracting Office
- Defense Information Systems Agency, Procurement Directorate, DITCO-Scott, 2300 East Dr., Building 3600, Scott AFB, Illinois, 62225-5406, United States
- ZIP Code
- 62225-5406
- Solicitation Number
- MAC0009
- Archive Date
- 8/17/2010
- Point of Contact
- Hanan Ibrahim, Phone: 703-588-8747, Gayle Williams, Phone: 703-588-8745
- E-Mail Address
-
Hanan.Ibrahim@us.army.mil, gayle.williams@us.army.mil
(Hanan.Ibrahim@us.army.mil, gayle.williams@us.army.mil)
- Small Business Set-Aside
- N/A
- Description
- Contracting Officer Address: Defense Information Systems Agency, DITCO-Scott PL8313, P.O. 2300 East Drive, Bldg 3600, Scott AFB, IL, 62225-5406 DESCRIPTION: PURPOSE : The purpose of this Request for Information (RFI) is to conduct market research which will be used to formulate an acquisition strategy to procure Customer Relationship Management services for the Army's Information Technology Agency (ITA). This RFI is issued solely for information and planning purposes and does not constitute a Request for Proposal or a promise to issue a Request for Proposal in the future. This RFI does not commit the Government to contract for any supply or service. Respondents are advised that the U.S. Government will not pay for any information or administrative costs incurred in responding to this RFI. TARGET AUDIENCE : Sources Sought: This Sources Sought Synopsis is interested in outreaching to small business and gauging small business capabilities. As such, small businesses are highly encouraged to respond. Small business responses will be used to assist the agency in performing market research to determine whether or not there are two or more qualified and capable Small Businesses to provide the the below services. This Sources Sought Synopsis is requesting responses to the following criteria ONLY from small businesses that can provide the required services under the North American Industry Classification System (NAICS) Code 541613, 541513 or 541910. This Sources Sought Synopsis is issued to assist the agency in performing market research to determine whether or not there are qualified and capable Small Businesses to provide the aforementioned service. Two or more qualified and capable small businesses must submit responses that demonstrate their qualifications to make a determination for a small business set-aside. Responses must demonstrate the company's ability to perform in accordance with the Limitations on Subcontracting clause (FAR 52.219-14). Late responses will not be considered. Responses should provide the business's DUNS number and CAGE code and include a statement of self certification under the NAICS code. Additionally, responses should include recent (within the past three years or work that is on-going) and relevant experience (work similar in type and scope) to include contract numbers, project titles, dollar amounts, and points of contact with telephone numbers where the responder performed the relevant work. Marketing brochures and/or generic company literature will not be considered. Not addressing all the requested information may result in the Government determining the responder is not capable of performing the scope of work required. BACKGROUND: ITA is currently undergoing an organizational transformation. This transformation is motivated by a need and desire to continually improve, adapting to changing technologies and best practices to become even more effective in delivering services to our customers. The transformed ITA will present a single consistent face to our customers with all the service centers working together as one Enterprise. Customer Relationship Management (CRM) is envisioned as a cornerstone issue for the success of the ITA transformation. ITA's Customer Relationship Management directorate will serve as the primary liaison between the ITA and its customers, and CRM is charged with developing a close relationship with customers. The following roles are assigned to CRM: •o CRM will brand, market and sell all of ITA's services •o CRM will service all ITA customer accounts - CRM is the primary channel of communications between ITA and its customer base •o CRM will identify all ITA clients and maintain active on-going relationships with those clients •o CRM will collect and maintain data regarding all ITA customers and its relationship with the customer •o CRM will negotiate Enterprise Service Level Agreements and contracts with all ITA customers •o CRM will identify the organizations or "market" for ITA services and assure that the market is aware of the available services through various media •o CRM will gather client business requirements as part of its role as a customer relationship manager •o CRM will understand all ITA services sufficiently to inform customers and potential customers as to their suitability for the customers' needs •o CRM will coordinate the development of appropriate metrics to assure ITAs customers that they are receiving the services they are receiving or paying for •o CRM will develop a communications plan annually for two way communications between ITA and its customers •o CRM will provide information to its customers about products, services, and methods of operation •o CRM will gather customer feedback regarding ITA performance at the service and customer service levels for the purpose of improving services and customer service OBJECTIVES/SCOPE: Interested vendors are requested to submit a maximum 6 page statement of their knowledge and capabilities to perform the following objectives for the anticipated ITA Customer Relationship Management support task order: ITA requires an integrated customer relationship model for how ITA acquires new customers and builds stronger relationships with the existing customer base. ITA's vision is to deliver an unparalleled customer experience, and ITA requires a complete model customer relationship model where the customer interaction points are defined, and processes, supporting applications, and data needs are defined such that the customer receives a seamless, state of the art ITA experience. ITA expects the vendor community to propose innovative approaches, and deliver an integrated customer relationship management model, where automated tools such as CRM, Business Requirements Management, and SLA monitoring are integrated as part of the approach. The contractor is expected to define the approach, identify the requirements for supporting toolsets and their integrations, work with ITA's Engineering and Applications groups to deploy the toolsets, and then implement and support the model. SCOPE ITA is an Information Technology (IT) service provider, and provides a range of shared services [1] to the National Defense community. ITA's customer base consists primarily of DoD services and agencies inside of the National Capital Region [2] (NCR). The scope of this contract effort is to provide the following support to ITA: •· Customer Relationship Management •· Build and maintain customer relationships •· Capture and manage customer requirements •· Develop and manage all support agreements (SLAs, MOUs, MOAs, DD1144s) •· Manage and analyze customer service-level data •· Manage and mitigate customer relationship risks and issues •· Strategic Communications •· Guide and manage ITA leadership messaging •· Promote a unified identity for ITA through the production communication materials and events •· Market ITA products and services •· Inform and engage stakeholders •· Produce the ITA Products and Services Catalog •· Manage media relations •· Performance Management •· Manage Monthly Metrics Reporting •· Manage the ITA metrics for Pentagon Governance Boards •· Identify, develop, and report EO and SO transformation and operations outcomes in measureable terms •· Governance •· Facilitate the fulfillment of Pentagon Governance informational requests and insure ITA responds with a coordinated, consistent voice •· Track and report the activities of the Pentagon Governance boards, and manage the ITA knowledge repository of board activities Abilities to be Demonstrated The contractor shall demonstrate capability to meet the following requirements: •1. Experience with CRM in an Information Technology services organization with a customer base of over 25,000 end users across all services •2. Experience with CRM in a Government environment •3. Experience in the development and execution of customer retention strategy, with demonstrated improvement in customer loyalty/retention •4. Experience in the development and execution of a marketing and branding strategy, with demonstrated improvement in brand awareness for the client •5. Experience with Service Catalog Development and Sales/Order/Service Request Management Processes, with demonstrate improvement in sales lead to order ratio •6. Demonstrated ability to deploy and use CRM software •7. Demonstrate the ability to manage task order financial statements and burn rate tracking, apply configuration management to deliverables and create informative monthly status reports. •8. Ability to manage a multi-contractor team to execute multiple tasks, and apply industry best management practices to ensure effective mission accomplishment within Government-specified schedule and cost objectives. •9. The contractor must show that they can fill vacant positions, within 2 weeks, meeting the security requirements of DD Form 254 and Performance Work Statement (PWS). These staff must have demonstrated customer relationship management skills in the DoD Information Technology Environment. •10. The contractor must demonstrate that the firm has the financial capability to withstand a negative cash flow of ($496,000) per month RESPONSES: All responses are limited to 6 pages (excluding the cover page), using a Microsoft Word format (i.e., 1 inch margins, Times New Roman 12 font). The responses should specifically describe the contractor's ability to meet the requirements outlined within this RFI. Responses to this RFI are to be submitted via email to hanan.ibrahim@us.army.mil, gayle.williams@us.army.mil, joel.cassell@us.army.mil no later than 2 August 2010, 3:00 pm, Eastern Time. Disclaimer: THE GOVERNMENT DOES NOT INTEND TO AWARD A CONTRACT ON THE BASIS OF THIS RFI/SOURCES SOUGHT OR REIMBURSE ANY COSTS ASSOCIATED WITH THE PREPARATION OF RESPONSES TO THIS RFI. This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Proprietary information and trade secrets, if any, must be clearly marked on all materials. All information received that is marked Proprietary will be handled accordingly. Responses to the RFI will not be returned nor will the Government confirm receipt of the RFI response. Whatever information is provided in response to this RFI will be used to assess tradeoffs and alternatives available for determining how to proceed in the acquisition process. In accordance with FAR 15.201(e), responses to this RFI are not offers and cannot be accepted by the Government to form a binding contract. All government and contractor personnel reviewing RFI responses will have signed non-disclosure agreements and understand their responsibility for proper use and protection from unauthorized disclosure of proprietary information as described in 41 USC 423. The Government shall not be liable for or suffer any consequential damages for any proprietary information not properly identified. Proprietary information will be safeguarded in accordance with the applicable Government regulations. [1] The types of services provided by ITA are typically similar to services provided by regulated telephone utilities; facility based carriers, other common carriers, and resellers of inter-city telecommunications services It includes operation and Maintenance, technical upgrade, engineering, integration, architecture, and information assurance of the infrastructure needed to provide the services. (SOURCE: Pentagon Information Services (PAIS) Charter, 27 FEB 2001) [2] The National Capital Region was created pursuant to the National Capital Planning Act of 1952 (Title 40, U.S.C., Sec. 71). The Act defined the NCR as the District of Columbia; Montgomery and Prince George's Counties of Maryland; Arlington, Fairfax, Loudon, and Prince William Counties of Virginia; and all cities now or here after existing in Maryland or Virginia within the geographic area bounded by the outer boundaries of the combined area of said counties.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DISA/D4AD/DITCO/MAC0009/listing.html)
- Place of Performance
- Address: Pentagon; with alternate sites(s), internal to the National Capital Region (NCR)., United States
- Record
- SN02221088-W 20100730/100728235758-10c3aaa6c63f1fe1c24d03985e4d78d4 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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