Immigration & Naturalization Service, Procurement Division, 425 I St., NW, Room 2208, Washington, DC 20536

R -- CUSTOMER AND EMPLOYEE SATISFACTION SURVEY -- FY 1998 SOL INS-8-00049 DUE 063098 POC POC: T. Ellison, Contract Specialist. All responses to synopsis must be in writing. Fax No. 202-616-7876. Telephone No. 202-305-9229 This a combined Synopsis/Request for Proposal (RFQ) for commercial items prepared in accordance with the format specified in FAR Subpart 12.6, as supplemented with additional information included in this notice. (a) SCOPE AND GENERAL REQUIREMENTS: This statement describes the contractor implementation required to support the immigration and Naturalization Service (INS), Office of Inspections (HQINS). The INS reserves the right to exercise control and approval authority of the contractor's senior consultants assigned to this project. (b) TASKS The INS requires the contractor to do the following: -- To implement the existing seaport survey at two seaports; -- To implement the existing airport survey at five airports; -- To implement the joint INS/U.S. Customs Service (USCS) and land border interview survey at five land border ports-of entry. -- To implement the existing employee survey of all Inspectors. These tasks will utilize data developed from previous HQINS customer service efforts, including employee focus groups and customer surveys at sea, air, and land ports-of-entry. The customer survey of external customers who apply for admission to the United States at sea ports-of-entry will assist HQINS in determining what the effect of various changes brought about by a review and analysis of the 1996 survey has had on the baseline figures that were established by those surveys. The surveys will also give INS senior managers the opportunity to determine what additional changes or modifications to existing procedures must be implemented. The contractor will revise the previous survey as needed, implement the survey at two seaports, perform data reduction and analysis, and present the findings in a written document and in an oral presentation. The contractor will also be required to revise and conduct the existing airport customer interview survey at five air ports-of-entry. HQINS desires to continue its customer survey efforts in order to improve operations and customer service on a continual basis. The contractor will be required to revise the survey based on the results of the previous airport surveys, travel to five ports-of-entry to conduct the survey, analyze and reduce the the data, and present findings in a written document as well as in an oral briefing. The contractor will be required to revise and conduct the existing land border customer interview survey at five ports-of-entry, HQINS desires to continue its joint customer survey effort with USCS in order to improve operations and customer service at land border ports on a continual basis. The contractor will be required to revise the survey based on the results of the previous airport surveys, travel to five land border ports-of-entry to conduct the survey, analyze and reduce the data, and present findings in a written document as well as in an oral briefing. The employee survey task of this work statement will require the contractor to revise and conduct the existing employee survey. HQINS desires to continue its employee satisfaction survey in order to determine what changes in perceptions, training, background, demographics, career aspirations, job satisfaction, compensations, working environment, safety concerns, and support have taken place as a result of the steps taken by HQINS to improve service to our employees and other customers. CONTRACTOR PERFORMED TRAVEL: The contractor will be required to travel to designated INS field sites (air, land, and sea POEs). SCHEDULE OF DELIVERABLES ACTIVITY DATE REQUIRED SEAPORT CUSTOMER SURVEY Preliminary meeting with HQINS Within two weeks following Award Revise existing survey, as Within three weeks of appropriate and present final preliminary meeting survey Implement survey at two sea Within three weeks of POEs receiving HQINS approval on survey Analyze and reduce data, complete Within one month of and present report receipt of completed survey Present final report Within two weeks of approval of report AIRPORT CUSTOMER INTERVIEWS SURVEYS Preliminary meeting with HQINS Within two weeks following award Revise existing survey, as Within three weeks of appropriate, and present final preliminary meeting survey Implement survey at five air POEs Within three weeks of receiving HQINS aproval on survey Analyze and reduce data, complete Within one month of and present report receipt of completed survey Present final report Within two weeks of HQINS approval of report Land Border Customer Interview Survey Preliminary meeting with HQINS Within two weeks following award Revise existing survey, as Within three weeks of appropriate, and present final preliminary meeting survey Implement survey at five Within three weeks of additional land border POEs receiving HQINS approval on survey Analyze and reduce data, complete Within one month of and present report receipt of completed survey Present final report Within two weeks of HQINS approval of report PHYSICAL SURVEYS MUST BE COMPLETED BY 25 SEP 98. Prices preferred as FOB Destination. Responses to this RFQ must be received by 30 June 98, 10 a.m. Eastern Standard Time. Delivery and Paying station addresses will be provided upon award. Award is to be based upon price and other factors in accordance with FAR Clause 52.212-2 and as specified in descending order of importance: 1. Price. 2. Ability to meet specifications of this request. 3. Ability to complete physical surveys by 25 Sep 98. All inquiries and concerns must be addressed in writing. Facsimile requests and proposals will be accepted. No collect calls will be accepted.***** Posted 06/24/98 (0175)

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