SOLICITATION NOTICE
R -- Consulting
- Notice Date
- 7/27/2004
- Notice Type
- Solicitation Notice
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Commerce, National Oceanic and Atmospheric Administration (NOAA), Acquisition and Grants Office, SSMC4 - Room 7601/OFA61 1305 East West Highway, 7th Floor, Silver Spring, MD, 20910
- ZIP Code
- 20910
- Solicitation Number
- DG1350-04-RQ-0203
- Response Due
- 8/10/2004
- Archive Date
- 8/25/2004
- Point of Contact
- Juanita Beck, Procurement Technician, Phone 301-713-3838 x189, Fax 301-713-0809, - Joel Perlroth, Contract Specialist/Contracting Officer, Phone (301) 713-0838 x205, Fax (301) 713-0809,
- E-Mail Address
-
Juanita.Beck@noaa.gov, joel.l.perlroth@noaa.gov
- Small Business Set-Aside
- Total Small Business
- Description
- Statement of Work for ? Assessment of DOC Compliance Program The Department of Commerce has a requirement to provide the Agreements Compliance unit is seeking proposals for issuing a questionnaire, hosting focus groups, and/or conducting interviews to gather strategic feedback from core and target customers. These surveys will provide reactions to MAC?s publicly available tools, informational outreach efforts, customer service regarding compliance casework, and new initiatives for exporters. Background In 2003, the Department of Commerce?s (DOC?s) International Trade Administration (ITA) conducted a bureau-wide Customer Satisfaction Survey covering all ITA program units. ITA?s Market Access and Compliance (MAC) program survey report identified gaps between a high level of customer awareness yet low customer use of fair trade and market access services. Findings also indicate that a substantial customer base is unaware of the specific services that the DOC Compliance Program offers. In response to the survey findings, MAC is proposing to conduct a survey and/or focus groups to assess, in more specific terms and greater detail, what is MAC?s Trade Compliance Center?s (TCC?s) customers expectations. This will enable the TCC to answer: ?What Do Customers Want from the DOC?s Compliance Program? Information about the TCC can be found on its website at www.export.gov/tcc. Work Description The Department of Commerce?s (DOC) International Trade Administration (ITA) has made great strides in monitoring ITA?s customer satisfaction and advancing a strategic approach to delivering value to its customers. The purpose of this Work is to obtain customer and potential customer views regarding the DOC Compliance Program to determine:  If the TCC offers the right set of services to assist U.S. exporters to overcome foreign trade barriers  If MAC is aware of exporter needs  If the right MAC programs are in place to meet identified needs  If MAC services are properly promoted to maximize efficiency and effectiveness In order to continue to monitor customer satisfaction and improve the customer experience, this work requires the following deliverables: Design and administer a MAC survey based on the TCC-relevant recommendations identified during the ITA-wide Customer Satisfaction Survey Development of an interview guide and conduct focus groups and/or interviews to obtain additional information regarding the survey findings and address the desired outcomes Analysis and recommendations based on survey and focus group questions that address the following key issues The primary scope and outcomes from this work include the following:  Analysis of what ?customers? expect of Commerce compliance services and how expectations match ability of the TCC to deliver those services  Recommendations on how to improve customer awareness and use of products and services (what tools & how are they used)  Identification of opportunities to increase Market Access and Compliance case intake  Identification of which monitoring and outreach tools work best and which could be improved or added (best distribution/communication channels)  Identification of data for areas of client demand where product or services are needed but do not exist  Analysis of customer perceptions about resolving foreign trade barriers  Analysis of what prevents potential customers from using Commerce Compliance Program services  Assessment of how well the Liaison subprogram is delivering value Alternatives Market Access and Compliance is considering the two options below and requests a proposal outlining the approach, activities, and timing for executing a survey and/or focus group that will target the following customer segments: a. Active customers: Existing TCC customers who will be able to comment on the effectiveness of MAC?s current programs, identify repeat business opportunities, and suggest potential improvements b. Prospective customers: Exporters who are aware of the TCC, but currently do not seek assistance and will be able to provide insight regarding what would motivate them to use the TCC?s programs c. Untapped customers: Exporters who are unaware of the TCC?s products and services and will be able to provide insight regarding how the TCC can best increase its customer base through awareness and promotional efforts Option 1. Conduct a Customer Survey and Focus Groups to Assess the Effectiveness of the Compliance Program ? The contractor shall provide an outline of the specific tasks involved in administering a survey and series of focus groups/interviews, including questionnaire development, design, approval, and execution. The purpose of the survey will be to obtain cross-TCC specific information on the customer?s needs, experience with the TCC, and overall satisfaction. The focus groups will then use the survey findings to gain a deeper understanding of issues identified. Option 2. Conduct Focus Groups Only to Assess the Effectiveness of the Compliance Program ? The contractor shall clearly outline the specific tasks involved in administering a series of interactive customer focus groups, including the internal MAC preparation meetings, focus group questions, related facilitation materials. The purpose of the focus groups will be to gain a better understanding of the issues identified in the ITA-wide Customer Satisfaction Survey. The focus groups will also target the above-listed customer segments. Each option shall conclude with a summary and more detailed report of the data and analysis (specify presentation medium), which will outline the primary recommendations for improving the TCC?s compliance program. Deliverables 1) Survey (only for option 1) 2) Focus Group Questions/Protocol 3) Focus Group Facilitation Materials 4) Arrange and Conduct Focus Groups 5) Report on Focus Group with Findings and Analysis 6) Recommendations for Subsequent Management Action Price and Key Personnel The contractor shall provide a methodology and rationale, schedule and cost estimate for each option listed in the Statement of Work (Items 1-6 above), including all costs associated with the Statement of Work. In addition, the contractor shall identify project team staff for the requirement. ITA reserves the right to select all or some of the deliverables. Evaluation Factors Upon receipt of proposals, the Government will evaluate the technical and price proposals for the following: (1) Management and Technical approach to the task; (2) Contractor Past Performance; (3) Contractor Personnel and resources. (4) Register in Central Contractor Registration, www.ccr.gov. Proposals should include indications of previous relevant work and biographical information on contractor personnel. Additional Information Discussions with contractors may be conducted to allow the Government to fully explore the proposal. The proposal should not exceed 10 pages and should be submitted electronically to juanita.beck@noaa.gov NLT August 5, 2004 at 12:00 p.m., eastern standard time. If you have any questions please contact Juanita Beck on (301) 713-0838 x 198 IT Risk Factor This work is considered moderate risk because contractor will require access to systems containing information protected by the Privacy Act. 52.204-1 Period of Performance August 15, 2004 ? December 31, 2004 FEDBIZOPS NOTE 1: Applies to this requirement.
- Place of Performance
- Address: Washington, DC
- Zip Code: 20230
- Country: US
- Zip Code: 20230
- Record
- SN00631007-W 20040729/040727211732 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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