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FBO DAILY - FEDBIZOPPS ISSUE OF SEPTEMBER 24, 2016 FBO #5419
DOCUMENT

R -- Customer Experience (CX) Management Services - Attachment

Notice Date

9/22/2016
 

Notice Type

Attachment
 

NAICS

541611 — Administrative Management and General Management Consulting Services
 

Contracting Office

U.S. Department of Veterans Affairs;Strategic Acquisition Center;10300 Spotsylvania Ave;Fredericksburg VA 22408
 

ZIP Code

22408
 

Solicitation Number

VA11916N0667
 

Response Due

10/3/2016
 

Archive Date

10/17/2016
 

Point of Contact

Hosea Berkley
 

Small Business Set-Aside

N/A
 

Description

REQUEST FOR INFORMATION (RFI) INTRODUCTION THIS IS NOT A SOLICITATION. This RFI is issued solely for information and planning purposes only and does not constitute a solicitation; therefore, do not submit a proposal. There is no obligation for the Government to acquire any products or services described in this RFI. No funds have been authorized, appropriated, or received for this effort. The information provided may be used by the Department of Veterans Affairs (VA), Financial Services Center (FSC) in developing its acquisition strategy and Performance Work Statement (PWS). Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. Only electronic responses to this RFI will be accepted. The Government will not pay for any time expended or information submitted in response to this RFI. BACKGROUND VA-FSC provides financial services to customers within the VA, as well as, other government agencies. VA-FSC seeks customer experience (CX) management services to include a comprehensive assessment of existing CX activities to include voice of the customer, structure and staffing, processes, and technology. The assessment should also include the design of a strategic roadmap to deliver CX that meets or exceeds customer expectations. The place of performance will be onsite at the VA-FSC located in Austin, TX. REQUIREMENT The vendor shall conduct a comprehensive assessment of existing CX activities benchmarked against a generally accepted maturity model. The vendor shall provide recommendations to improve VA-FSC's CX maturity level. The vendor shall provide a CX strategic roadmap to implement maturity level recommendations that result in best-in-class CX that aligns with the overall strategic vision of VA and the FSC. QUESTIONS AND CRITICAL CONSIDERATIONS FOR INTERESTED CONTRACTORS In accordance with Federal Acquisition Regulations 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any contract that may be awarded will not be based on information received or derived from this RFI, but rather on the outcome of a subsequent competitive process. It is requested that all vendors interested in participating in this effort note their interest by responding to the areas identified in the "Company Details", "Capabilities Statement", and "General Questions" sections below. Company Details The page limit for responses to this section is 2 pages. 1.Provide point(s) of contact information (name, email address, address, telephone, and fax numbers). 2.Identify if your company is any of the following business concern statuses (include all that apply) based upon the applicable North American Industrial Classification System (NAICS) code of 541611 - Administrative Management and General Management Consulting Services: a.Small Business (SB); b.Certified Small Business Administration (SBA) 8(a) firm; c.Small Disadvantaged Business (SDB); d.Service-Disabled, Veteran-Owned Small Business (SDVOSB); (1) Is your company registered and verified as a SDVOSB in the Vendor Information Page (VIP) database. e.Veteran-Owned Small Business (VOSB); (1) Is your company registered and verified as a VOSB in the VIP database. f.Economically Disadvantage Women-Owned Small Business (EDWOSB) g.Woman-Owned Small Business (WOSB); h.Historically Underutilized Business Zone (HubZone) Small Business; i.Large Business 3.If in responding to this RFI you believe another NAICS code should be applicable, please identify the NAICS code you consider appropriate for this effort, along with detailed supporting rationale. The Small Business Size Standard for this NAICS code is $15.0 million in annual receipts. For more information refer to http://www.sba.gov/. 4.Please provide details regarding proposed joint ventures, teaming arrangements, strategic alliances or other business arrangements. Small businesses are encouraged to identify teams whereby each team member is considered small business based upon the proposed NAICS code of 541611 to support set-aside considerations. Capabilities Statement The page limit for responses to this section is 10 pages. 1.Provide a brief summary of your technical approach. 2.List labor category(ies) your company would provide to perform services. 3.Provide fully-burden rates for a one-year base period for each labor category listed in item 2 above. 4.Is your company capable of providing a compressed work schedules (CWS) (Hours for the CWS shall encompass 9 hours per day for 6 days, 8 hours for 1 day, and one day off; total 80 hours every two weeks)? 5.Are there labor categories which would not allow for CWS? (Yes /No; if Yes, please indicate the labor category(ies)) 6.Is your company capable of allowing employees to telecommute in the performance of Government contracts? (Yes/No) If yes, provide telecommute approach to ensure all tasks and objectives are met, including how to access Government Information Technology systems and approach to protecting Personal Identifiable Information (PII) and Private Health Information (PHI). 7.Is there a reduced/increased cost for CWS and/or Telecommute? (Yes/No; if Yes, please indicate if the cost is reduced/increased for CWS and/or Telecommute and percentage ) 8.Is your company able to provide personnel within the Austin, Texas geographic area? (Yes/No) 9.Does your company have experience working with AbilityOne? (Yes/No) 10.List current/past Government-wide Acquisition Contracts (GWACs), General Services Administration (GSA) Federal Supply Schedule (FSS) contract vehicles, etc., your company provides/provided for data analytics support services or similar in nature, including contract numbers, contract title, description, end date, and award amount; 11.List current/past open market contract numbers of service your company provides/provided for data analytics support services or similar in nature, including contract title, description, end date, and award amount; General Questions The page limit for responses in this section is 3 pages. RESPONSE SUBMISSION Please submit responses via email to Hosea.Berkley@va.gov by 5:00 PM Eastern Time, Monday, October 3, 2016. VA reserves the right to not reply to any emails, responses, and/or materials submitted.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/1dcc79c07d5015756f5d566ba7a74cd2)
 

Document(s)

Attachment
 

File Name: VA119-16-N-0667 VA119-16-N-0667.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3020357&FileName=VA119-16-N-0667-001.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3020357&FileName=VA119-16-N-0667-001.docx

 

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

Record

SN04284009-W 20160924/160922235057-1dcc79c07d5015756f5d566ba7a74cd2 (fbodaily.com)
 

Source

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

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