MODIFICATION
R -- Customer Relations Management Overview
- Notice Date
- 4/23/2003
- Notice Type
- Modification
- Contracting Office
- Defense Contract Management Agency, Defense Contract Management Agency, DCMA Procurement Center (DCMAC-W), ATTN DCMAC-W 6350 Walker Lane Suite 300, Alexandria, VA, 22310-3241
- ZIP Code
- 22310-3241
- Solicitation Number
- DCMA01-03-Q-0003
- Response Due
- 5/2/2003
- Archive Date
- 5/17/2003
- Point of Contact
- Christine Jiongco, Contract Specialist, Phone 703 428-1546, Fax null, - Mary Overstreet, Contracting Officer, Phone (703) 428-1472, Fax (703) 428-3579,
- E-Mail Address
-
cjiongco@hq.dcma.mil, moverstreet@hq.dcma.mil
- Description
- Description: Questions Received and Answers provided concerning this procurement. 1. Is there an incumbent? There is no incumbent. 2. The NAICS size standard is $6.0M, does it mean that the bidder is under $6.0M size standard only? Is this a full and open competition? Would any consideration be given to making this a Small Business Set-Aside? Perhaps a couple of small companies teaming together? This procurement is unrestricted and the NAICS was included for informational purposes. 3. What is the Government estimate? What budget has been in place in the past for these services? There has been no specific budget for these services. The original estimate was well under $100,000. As a result of revising the requirement to add an additional performance period of 30 days the estimate is still under $100,000. A new Optional CLIN 0004 for an implementation process plan and assistance, is being added by Amendment, however, funds are not now available for this effort and exercise of Option CLIN 0004 is subject to funds becoming available. If Option CLIN 0004 is exercised, performance would be after the initial 90 day performance period for CLINS 0001 through 0003. Option CLIN 0004 is not included in the Government Estimate. Travel will become CLIN 0005 with a not to exceed price ceiling of $10,000. Two trips to DCMA HQ are anticipated and all travel during performance will be approved in advance and reimbursed in accordance with the Joint Travel Regulation. 4. Given that the CLIN 0002 deliverable?s depth and breadth is dependent upon CLIN 0001 results, is there an alternative timeframe for submitting the CLIN 0002 deliverable? If so, what is the timeframe? Why is the period of performance limited to 60 days, we estimate it would take at least six months to complete with a high level of quality and thoroughness. DCMA will revise the performance period to make CLIN 0001 deliverable and mid performance review due 45 calendar days after contract award and CLIN 0002 and 0003 to be due 90 calendar days after contract award. Option CLIN 0004 performance period will be determined by the successful offeror?s proposal and whether funds become available for its exercise. 5. Is a more detailed solicitation available? Is there an official RFP? Is there a full Statement of Work available for Solicitation Number: DCMA01-03-Q-0003, Customer Relations Management Overview? Or is the solicitation posted on FedBizzOpps the complete Statement of Work? The combined synopsis solicitation is the official RFP. The combined synopsis and solicitation as well as any amendments posted on www.eps.gov constitute the complete solicitation. The combined synopsis solicitation is the only document available. 6. When will a list of interested vendors be available? There is no plan to publish such a list. 7. May we submit a proposal for a portion of the SOW? Is DCMA willing to split the RFQ and award individual CLINS? Offers are requested for the full requirement as it is anticipated that only one purchase order or delivery order will be issued for the entire requirement. 8. Does DCMA anticipate using a contractor to expand on the results of this initial work and support the implementation of CRM? Option CLIN 0004 has been added for implementation support should funds become available. No other procurements are anticipated. 9. Does DCMA anticipate developing a software solution for CRM? Unknown at this time as industry proposals may or may not recommend use of a software tool. Cost of any software tool referred to in offerors proposals should be priced in the offer with supporting cost documentation. 10. Travel: Customer Base Paragraph IV represents DCMA customers worldwide, but no mention is made regarding travel to customer sites. Should travel plans be included as part of a response, and if not, what arrangements will DCMA make to provide information on the customer base? The solicitation, Paragraph IX, indicates that the services will be performed at the contractor?s facility with visits to DCMA HQ. However, directions for preparing the price proposal asks for all anticipated travel, destinations, purpose of travel and associated costs. Could you clarify the extent to which you anticipate travel requirements outside the D.C. Metropolitan area? If you can, specify the key field offices locally and overseas to price travel more or less correctly. How many sites does the contractor need to visit? Travel is CLIN 0005 with a not to exceed price ceiling of $10,000. Two trips to DCMA HQ are anticipated and all travel during performance will be approved in advance and reimbursed in accordance with the Joint Travel Regulation. No overseas travel is anticipated. Proposals may indicate any other travel the offeror feels would be germane to this effort. The Customer Base was described in Paragraph VI. 11. How do I send my proposal by email, fax, or mail, Fedex? Proposals should not be submitted by email. Use regular mail or Fedex or any other means in order to deliver an original signature by paper as required by clause FAR 52.212-1. In addition to the paper submission, provide the MS PowerPoint technical presentation by CD or diskette in your proposal submission. Proposals must be received by the specified time, currently May 2 at 4:00 p.m. local time. 12. Based on our prior experience in conducting similar initiatives, 60 days represents an extremely aggressive schedule for completion of the stipulated level of assessment and analysis tasks. Are there other constraints or requirements that impact the stated performance period? In that regard, can you confirm that the period of performance is 60 calendar days rather than 60 working days? The revised period of performance for CLINS 0001 through 0003 is 90 calendar days. Known constraints are funding levels available for this effort and internal milestones for completing the project. 13. Proposal preparation instructions indicate that proposed prices and Key Personnel resumes may be provided as separate documents. Also, the proposal preparation instructions call for the inclusion of Corporate Past Performance information. Can you confirm that the Key Personnel resumes are not included in the 25 slide limitation? Secondly, can you confirm that the Corporate Past Performance information should be included as a separate document and is not to be included in the 25 slide limitation? Are all associated representations and certifications considered to be separate and excluded from the 25 slide limitation? Key Personnel resumes, pricing information, Corporate Past Performance and contractor certifications and representations are requested to be provided separately from the 25 page slide presentation. The 25 page limit includes the cover page. Offerors may, however, include any information they wish in the 25 page slide presentation. Refer to the original synopsis solicitation for evaluation criteria for the 25 page slide presentation as well as the other parts of the offer. 14. The solicitation requires that one outcome include a "fully integrated DCMA marketing program spanning the customer base". The term "marketing program" could be interpreted in several ways. Can you provide an explanation of what a "marketing program" might be considered to include? Is there an existing plan and would this document be available? What is the definition and expectation for the integrated marketing plan? There is too little direction in the RFQ to feel we know what the focus is and as stated, it pretty much covers the waterfront. DCMA wants to be able to convey to its customers our capabilities and have the customers understand who we are and what we offer. The intended outcome is to improve customer relations and customer satisfaction. There is no existing marketing plan. 15. Does the scope of this work include the International District and from DCMA's perspective are there any unique considerations that should be applied to an international scope? DCMA seeks industry expertise on the full scope of DCMA effort including International. 16. Would performance create an Organizational Conflict of Interest for the successful offeror for future CRM work beyond this contract? We are mitigating any organizational conflict of interest by adding Optional CLIN 0004. DCMA expects offers from industry leaders who should be able to submit and price a proposed implementation process plan. DCMA does not anticipate any future procurement for this requirement beyond the current RFQ. 17. Do we need to get on a bidders list or can we just submit a proposal by the due date? If there are any amendments to the RFQ, can you please send them to me? There is no bidders list as all notices including amendments will be posted on www.eps.gov 18. Evaluation factors in Power Point format as well as two paper copies will be limited to 25 pages? Please clarify. Evaluation factors are the criteria that will be used to evaluate offers. Your technical proposal should be limited to 25 MS PowerPoint slide presentation. 19. Is the contract term only 60 days? If so, what follow up plans are in place to ensure success of the installation? Would there be an opportunity for follow on activity? The performance period is revised as discussed above. Optional CLIN 0004 has been added to provide an opportunity to propose an implementation plan and assistance. Funds are not currently available and CLIN 0004 will only be exercised should funding be made available. There are no plans for any follow on procurement. 20. Will the transformation of the DCMA's management and operating procedures, policies and processes be complete by the time that the Customer Relations Management Overview (CRMO) is initiated? Unknown but expected to be ongoing through out the period of performance. 21. How will the CRMO be managed afterwards? Agency CRM efforts will be ongoing. 22. We understand all of the following 5 deliverable are to be provided within 60 days of contract award. Is that correct? (1) An assessment of the adequacy of DCMA's customer outreach and customer satisfaction measurement practices (2) A comparison of DCMA's current customer relationship practices with best practices (3) The process(es) for collecting, storing and using customer information at 3 DCMA org levels (4) The process for measuring and managing DCMA's performance against known customer expectations (5) A fully integrated marketing program. If yes, is the expectation, then, that DCMA would receive an off-the shelf (canned) response for deliverable #5? The required performance outcomes are stated in Paragraph VI, however, the performance period has been extended to 90 calendar days discussed above. Offerors should propose their best solution. See discussion above for Optional CLIN 0004. 29. Most of the deliverables requested are primarily concerned with the capture of customer expectations and measurement of satisfaction. The integrated marketing program should properly be developed only upon completion of the first deliverables unless it is DCMA's desire to develop a marketing program independent of known customer priorities. Does DCMA want the marketing program to capitalize on customer insights gained through creation of the first deliverables? If the answer is "yes", then we assume a solution that is customized to the specific business, mission and organizational structure of DCMA is desired. Will DCMA allow for the timetable to be extended to enable that to occur? DCMA requests proposals to meet stated requirements at the offerors discretion. DCMA has extended the performance period to 45 calendar days for CLINS 0001 and mid performance review and extended the performance period for CLINS 0002 and 0003 to 90 calendar days from date of award and has added optional CLIN 0004. 30. Is the deliverable for processes for collecting, storing and using customer information at 3 DCMA org levels to include a CRM system design or is this merely an option we may, but are not required to, propose? DCMA is looking for an effective CRM process to be developed for the Agency. Offerors should propose accordingly. 31. Has DCMA created any documentation (e.g., As-Is process maps, narrative descriptions of processes, etc.) to define its existing customer outreach and satisfaction measurement-related processes? If so, will the supporting offeror have access to such documentation? DCMA has process materials which will be made available at contract award. 32. Has DCMA performed any benchmarking on the above-referenced processes? If so, will the supporting offeror have access to such documentation? DCMA has done no benchmarking. 33. The DCMA RFQ notes that key personnel resumes and proposed prices can be provided as separate documents. Can these documents be prepared in MS Word, or should they be prepared in PowerPoint? MS Word is acceptable in addition to two paper copies of the offer. 34. The RFQ refers to ?near and longer term.? How does DCMA define near term? Longer term? For example, is near term 1 year or less? Is longer term over 1 year? Near term is under 12 months and longer term is greater than 12 months. 35. For the required benchmarking, DCMA wants ??progressive public and private sector, service-based organizations.? Has DCMA identified how many organizations, by type (e.g., public sector), should be benchmarked? No, DCMA expects offerors to make recommendations in this regard. 36. Given the nature of the project, will the potential offeror have access to customers (e.g., Program Managers) to conduct interviews or data gathering workshops? It is anticipated that DCMA will make available after contract award, results of prior customer surveys. 37. The RFQ provides information on the proposal due date, number of copies for submission and the location for submission. Upon arriving at the location, should proposal packages be left at the front desk or a designated individual? There is a guard at the entry to the building who will call the Contract Specialist or Contracting Officer to pickup the package. Please allow sufficient time for mailing or delivery of your proposal. 38. 44. We are very interested in submitting a proposal in regards to this solicitation. In preparation for this proposal, would it be possible for directors from our company to visit one of the Contract Management Offices (CMOs) during the next week? Is there a CMO near Boston, London and/or Paris? If a visit is possible, what steps are required ahead of time? Pre-proposal site visits are not being made available to offerors. 39. This solicitation does not make any reference to "training". Shall we assume that this key piece should be included in the proposal for this solicitation, or will there be another solicitation specifically focusing on the training aspect? No other procurements in conjunction with this requirement are anticipated. Any required or proposed training should be included and priced in your proposal perhaps in Optional CLIN 0004 Implementation Process Plan and Assistance. NOTE: THIS NOTICE WAS NOT POSTED TO FEDBIZOPPS.GOV ON THE DATE INDICATED IN THE NOTICE ITSELF (23-APR-2003). IT ACTUALLY FIRST APPEARED ON THE FEDBIZOPPS SYSTEM ON 24-APR-2003. PLEASE CONTACT fbo.support@gsa.gov REGARDING THIS ISSUE.
- Place of Performance
- Address: Contractor Facility
- Record
- SN00311531-W 20030426/030424214021 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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