DOCUMENT
R -- Customer Relationship Management Program Support - Attachment
- Notice Date
- 10/24/2014
- Notice Type
- Attachment
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
- ZIP Code
- 07724
- Solicitation Number
- VA11815R0025
- Response Due
- 11/7/2014
- Archive Date
- 1/6/2015
- Point of Contact
- Brandon Caltabilota
- E-Mail Address
-
5-1114<br
- Small Business Set-Aside
- Service-Disabled Veteran-Owned Small Business
- Description
- The Department of Veterans Affairs (VA), Technology Acquisition Center (TAC), located at 23 Christopher Way, Eatontown, New Jersey 07724 intends to enter into a contract on the basis of other than full and open competition for the procurement of program management consulting services that will support the programmatic and administrative efforts of the Customer Relationship Management (CRM) office and its associated program areas. At a high level, the Contractor shall provide VA, Office of Information and Technology (OI&T), CRM with the expertise and knowledge to support the CRM program areas and evolving future requirements necessary to accomplish the OI&T Strategic Objective 3.1, entitled "Achieve High Levels of VA Internal Customer Satisfaction and Confidence," contained within fiscal year 2013 - 2015 Information Resources Management (IRM) Strategic Plan, published March 28, 2014. VA OI&T works to improve customer satisfaction which is a key strategic objective, as stated in the OI&T IRM Strategic Plan. OI&T Objective 3.1 has mandated VA OI&T CRM to develop and implement the processes and methodologies necessary to achieve this objective. The American Customer Satisfaction Index (ACSI) methodology is a proprietary methodology which is licensed and owned by American Customer Satisfaction Index, LLC and was the methodology used to measure customer satisfaction within VA for the last 10 years and within OI&T since 2011. As such, there is an enormous archive of historical trend data or longitudinal (multi-year) data created using this methodology. To comply with the OI&T IRM Strategic Plan, an overall VA OI&T ACSI score of 76 by fiscal year 2015 and a VA facility level minimum ACSI score of 72 by fiscal year 2017 is desired. To accomplish this objective, the VA OI&T CRM office focuses on six program areas that include: 1) Customer Communications; 2) Business Intelligence Data Sciences; 3) Customer Service Improvement; 4) Customer Forums; 5) Service Level Management; and 6) Customer Satisfaction Metrics. The Statutory Authority for this effort falls under Federal Acquisition Regulation (FAR) Part 6.302-1 entitled, "Only One Responsible Source and No Other Supplies or Services Will Satisfy Agency Requirements." This is a total set-aside for service-disabled Veteran-owned small business. The primary North American Industry Classification System is 541611 with a size standard of $15 million. This notification shall close on November 7, 2014. This is a notification of intent, not a request for proposals. Attached to this pre-solicitation announcement is a DRAFT SOLICITATION. This draft solicitation foreshadows the formal Solicitation announcement which will be posted in the near future and will request formal proposal submission. Offerors are encouraged to submit comments and questions as they relate to this DRAFT solicitation. Questions regarding this action shall be directed to Brandon Caltabilota, Contract Specialist at Brandon.Caltabilota@va.gov and Charles Ross, Contracting Officer, at Charles.Ross@va.gov with the subject line as the synopsis number, VA118-15-R-0025. Please refer to sections A.3 and A.3.1 of the draft solicitation for further instructions.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/b499cabbf9f9af019fac5da515679546)
- Document(s)
- Attachment
- File Name: VA118-15-R-0025 VA118-15-R-0025_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1697012&FileName=VA118-15-R-0025-000.docx)
- Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1697012&FileName=VA118-15-R-0025-000.docx
- File Name: VA118-15-R-0025 DRAFT VA118-15-R-0025.pdf (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1697013&FileName=VA118-15-R-0025-001.pdf)
- Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1697013&FileName=VA118-15-R-0025-001.pdf
- Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
- File Name: VA118-15-R-0025 VA118-15-R-0025_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1697012&FileName=VA118-15-R-0025-000.docx)
- Record
- SN03558051-W 20141026/141024234052-b499cabbf9f9af019fac5da515679546 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
| FSG Index | This Issue's Index | Today's FBO Daily Index Page |