MOD | B | Customer Service Campaign employee - patient relations

FBO DAILY ISSUE OF JANUARY 09, 2010 FBO #2968
MODIFICATION

B -- Customer Service Campaign employee - patient relations

Notice Date: 1/7/2010
Notice Type: Modification/Amendment
NAICS: 541613 — Marketing Consulting Services
Contracting Office: Department of Health and Human Services, Indian Health Service, Oklahoma City Area Office, 701 Market Drive, Oklahoma City, Oklahoma, 73114, United States
ZIP Code: 73114
Solicitation Number: 246-10-P-0013
Archive Date: 2/6/2010
Point of Contact: Larry K. Park, Phone: 4059513975
E-Mail Address: Larry.Park@ihs.gov
(Larry.Park@ihs.gov)
Small Business Set-Aside: Total Small Business
Description: This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in the FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation number is 246-10-P-0013 and issued as a request for proposals (RFP). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-38. This requirement is a 100% Small Business Set Aside with a North American Industry Classification (NAICS) code of 541613 with a size standard of $7M. The Indian Health Service intends to award a firm fixed price contract with a base period plus four option years. This requirement is a performance based work statement for a non-personal services contract for the development and provision of an internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities with the following line items. Contract line item 0001: Quantity/Units - 1 Year ______________ Item Description: Base Year development and provision of an internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities. Contract line Item 0002: Quantity/Units - 1 Year ______________ Item Description: Option Year 1 Provide additional updates to and measurement of Strategic Goals internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities Contract line Item 0003: Quantity/Units - 1 Year ______________ Item Description: Option Year 2 Provide additional updates to and measurement of Strategic Goals internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities Contract line Item 0004: Quantity/Units - 1 Year ______________ Item Description: Option Year 3 Provide additional updates to and measurement of Strategic Goals attained internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities Contract line Item 0005: Quantity/Units - 1 Year ______________ Item Description: Option Year 4 Provide additional updates to and measurement of Strategic Goals internal customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities This procurement is being conducted under Simplified Acquisition procedures pursuant to the authority of FAR Subpart 13.5, Test Program for Certain Commercial Items (10 U.S.C. 2304(g) and 2305 and 41 U.S.C. 253(g) and 253a and 253b), FAR Part 12, Acquisition of Commercial Items (Title VIII of the Federal Acquisition Streamlining Act of 1994 (Public Law 103-355)), FAR 37.104, Personal Services Contracts (Public Law 103-332, Department of the Interior and Related Agencies Appropriation Act, Title II, September 30, 1994, 108 Stat. 2530 as implemented by 25 U.S.C. 1638c) and FAR Subpart 37.6, Performance-Based Contracting. This acquisition is to be evaluated as a best value continuum with tradeoff process. Both written submissions and oral presentations will be required of the successful offeror. The oral presentation shall be in accordance with FAR 15.102. The oral presentation shall provide a customer service campaign plan that will fulfill the duties, responsibilities and strategic goals detailed in the performance based work statement. The oral presentation shall be evaluated on technical capability, past performance and price. The personnel to provide the oral presentation must have the authority to bind the offeror to perform any resultant contract and to make any clarifications of the proposal should it be requested by the Government. The use of written material shall be limited to no more than 10 pages (8.5 x 11 in) and used to summarize the oral presentation. The oral presentation shall be conducted at the Indian Health Service Oklahoma City Area office 701 Market Drive Oklahoma City, OK on or about 2/2/2010. Each oral presentation shall not exceed 1 hour in duration. The Government scope of exchanges with the offeror is expected to be limited to clarifications of the proposal only FAR 15.306. Award may be made without discussions. PERFORMANCE BASED WORK STATEMENT (PBWS) FOR CUSTOMER SERVICE CAMPAIGN 1.0 PURPOSE: This performance based work statement describes the requirements to provide an internal area-wide customer service campaign for employee-patient relations and employee-employee relations for Oklahoma City Area Indian Health Service facilities. 1.1 Background: The Indian Health Service (IHS) is an agency within the US Dept of Health and Human Services, and is responsible for providing federal health services to American Indians and Alaska Natives. The provision of health services to members of federally recognized tribes grew out of the special relationship between the federal government and Indian tribes. The IHS is the principal health care provider and health advocate for the Indian people. The IHS goal is to assure that accessible health care services are available to the American Indian and Alaska Natives. The IHS currently provides health services to approximately 1.5 million American Indians and Alaska Natives, who belong to 557 federally, recognized tribes in 34 states. The Oklahoma City Area IHS administers health care to approximately 39 tribes with a direct site user population of approximately 170,000, through 12 health centers and hospital facilities, and outpatient/outreach programs. There is a need to design a comprehensive customer service campaign that will promote and identify opportunities for improved employee-patient relations and employee-employee relations. 1.2 Scope: The Contractor shall provide a comprehensive customer service campaign that promotes and identifies opportunities for improved customer service. The Oklahoma City Area IHS locations include: Claremore Indian Hospital, Clinton Indian Health Center, El Reno Indian Health Center, Watonga Indian Health Center, Haskell Indian Health Center, White Cloud Indian Health Center, Lawton Indian Hospital, Anadarko Indian Health Center, Carnegie Indian Health Center, Pawnee Indian Health Center, Pawhuska Indian Center, Wewoka Indian Health Center, and the Oklahoma City Area Office. Duties and Responsibilities: The Oklahoma City Area Indian Health Service is seeking a contractor to provide employee training that will raise the customer service behaviors of its employees to the highest standards. Critical to meeting this mission is that employees not only provide exemplary customer care but also contribute to a work environment that supports and encourages productive and positive teamwork. The Oklahoma City Area Indian Health Service employs approximately 1400 employees who provide services to American Indians from various tribes located within Oklahoma and Kansas. IHS employees come from diverse backgrounds and levels of education and provide all administrative and support services necessary to support an agency of this magnitude. Training services must be comprehensive and focused on indentifying and changing employee behaviors where necessary. Effectual behavioral change requires comprehensive training that not only raises awareness of customer services standards and practices but also engages employees in training activities that will establish sustaining performance. The Oklahoma City Area Indian Health Service is unique in that its clients consist mainly of American Indians living in the state of Oklahoma and a portion of Kansas. In addition, the employee base has many American Indians. The contractor should display any past performance of working with Indian Health Service and working with American Indians at the grass roots level or community level. The contractor should demonstrate its understanding of the cultural and community connections of service and how it is critical to successfully deliver effective training. All training modules and presentations must be culturally reflective to properly address American Indian cultural diversity and American Indian historic trauma, and display an understanding of the living conditions, quality of life, disparities and unique challenges faced by the Oklahoma City Area Indian Health Service' client base. The contractor will need to demonstrate a cost effective strategy that best utilizes a mix of available technologies and personal service to dynamically and interactively accomplish the training and strategic goals of the Oklahoma City Area Indian Health Service OCAIHS. A plan for marketing the training to Oklahoma City Area Indian Health Service must also be included. The duration of the contract will be one year and must provide opportunities for newly hired employees to go through the training. Four additional option years may be exercised at the option of the government. Strategic Goals: 1. Excellent Customer Service every day. 2. Design a comprehensive Customer Service campaign. 3. Promote and identify opportunities for improved customer service. 4. Identify all recourses needed. 5. Disseminate Customer service information using a variety of mediums. 6. Ensure that all communicated information is accessible to the intended audience. 7. Ensure that all communicated information is culturally appropriate and reflects Native American Tribes within the OCAIHS. 8. Develop a variety of innovative Customer Service strategies ( "toolbox") to address customer issues that will meet the needs of management/administration. 9. Increase employee understanding of Customer Service as an investment in the quality their carrer and work life experiences. 10. Incorporate customer service standards as a mandatory outcome in all performance standards to include customer service standards for all contracted employees. 11. Establish and promote a measurable Customer Service training. 12 Assurances all current OCAIHS employees will complete the training. 13. Develop an OCAIHS wide customer survey instrument that will analyze the results, identify target audience (management/administration/employees), be able to based on survey results, incorporate customer service improvements into the next years work plan. and measure customer service satisfaction annually. Both oral and written presentations will be conducted at the Indian Health Service Oklahoma City Area Office, located in Oklahoma City, Oklahoma, approximately February 2, 2010. Proposals will demonstrate the successful offeror's ability to meet the duties and responsibilities described in the Performance Based Scope of Work. During the oral and written presentations, the contractor should demonstrate its ability to provide a positive working environment providing training for Indian Health Service employees and projects involving cultural diversity training regarding Native American culture. Since multi-media will be important, a history of technology based training and education should be demonstrated. PROVISIONS AND CLAUSES: The following provisions and clauses apply to this acquisition. The FAR provision 52.212-1 Instructions to Offerors Commercial Items. and 52.212-3 Offeror Representations and Certifications Commercial Items are incorporated by reference. Offerors must include a completed copy of provision 52.213-3 Offeror Representations and Certifications Commercial Items. 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders -Commercial Items (Feb 2008) applies to this acquisition. The following clauses apply 52.203-6, Restriction on Subcontractor Sales to the Government (Sept 2006); 52.219-6, Notice of Total small Business Set Aside (June 2003): 52.222-3, Convict Labor (June 2003); 52.219-21, Prohibition of Segregated Facilities (Feb 1999); 52.222-3, 52.222-50 Combating Trafficking in Persons (Aug 2007) ; 52.232-33, Payment by Electronic Funds transfer-Central Contractor Registration (Oct 2003). The provision at 52.212-2 applies to this acquisition and is provided in full text. FAR 52.212-2 EVALUATION-COMMERCIAL ITEMS (JAN 1999): (a) The Government will award a contract resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, price and other factors considered. The following factors shall be used to evaluate offers: price, technical capability and past performance. Technical and past performance, when combined, is equal when compared to price. Technical capability will be evaluated on how well the proposal meets the Government requirements set forth in this Request for Proposals. (b) Options. The Government will evaluate offers for award purposes by adding the total price for all options to the total price for the basic requirement. The Government may determine that an offer is unacceptable if the option prices are significantly unbalanced. Evaluation of options shall not obligate the Government to exercise the option(s). (c) A written notice of award or acceptance of an offer, mailed or otherwise furnished to the successful offeror within the time for acceptance specified in the offer, shall result in a binding contract without further action by either party. Before the offer's specified expiration time, the Government may accept an offer (or part of an offer), whether or not there are negotiations after its receipt, unless a written notice of withdrawal is received before award. The following HHSAR clauses are incorporated by Reference: HHSAR 352.270-13 Tobacco-Free Facilities (Jan 2006), HHSAR 352.270-17 Crime control act of 1990 Reporting Child Abuse (Jan 2006), HHSAR352.270-18 Crime control act of 1990- Requirement for Background Checks (JAN 2006), Business Associate Agreement Clause. Contractor must be registered in Central Contractor Registration (CCR) prior to award. Offeror's written proposals containing pricing for Contract line items 0001 through 0005, 52.212-3 Offeror Representations and Certifications Commercial Items, written materials summary of the oral presentation (10 page maximum) and the completed Interconnection Security Agreement must be delivered via Federal Express or UPS to the Indian Health Service, Division of Acquisition Management, 701 Market Drive, Oklahoma City, OK 73114 Attn: Larry Park by 4:00 PM CST 1/22/2010. All responsible sources may submit a proposal which shall be considered by the agency.
Web Link: FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/IHS/IHS-Oklahoma/246-10-P-0013/listing.html)
Place of Performance: Address: Indian Health Service, Oklahoma City Area Office, 701 Market Drive, Oklahoma CIty, Oklahoma, 73114, United States; Zip Code: 73114
Record: SN02037106-W 20100109/100107235245-9943afd1b5e149802ed2981269219019 (fbodaily.com)
Source: FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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B -- Customer Service Campaign employee - patient relations