SOURCES SOUGHT
R -- Licensed ACSI Scoring Methodology
- Notice Date
- 1/11/2010
- Notice Type
- Sources Sought
- NAICS
- 541910
— Marketing Research and Public Opinion Polling
- Contracting Office
- General Services Administration, Federal Supply Service (FSS), Office of Marketing (FM), 1901 S. Bell Street, CM4, Room 603, Arlington, Virginia, 22202
- ZIP Code
- 22202
- Solicitation Number
- RFI1-12
- Point of Contact
- Zoe-Ann R Freitag, Phone: (703)605-5742
- E-Mail Address
-
zoe-ann.freitag@gsa.gov
(zoe-ann.freitag@gsa.gov)
- Small Business Set-Aside
- N/A
- Description
- General Information Document Type: Request for Information Posted Date: January 11, 2010 Original Response Date: January 19, 2010 Contracting Office Address General Services Administration Federal Acquisition Service Office of Customer Accounts and Research 2200 Crystal Drive, Suite 200 Arlington, Virginia 22202, UNITED STATES Description THIS RFI IS ISSUED SOLELY FOR INFORMATION AND PLANNING PURPOSES AND DOES NOT CONSTITUTE A SOLICITATION. IN ACCORDANCE WITH FEDERAL ACQUISITION REGULATION (FAR) 15.201(E), RESPONSES TO THIS NOTICE ARE NOT OFFERS AND CANNOT BE ACCEPTED BY THE GOVERNMENT TO FORM A BINDING CONTRACT. RESPONDENTS ARE SOLELY RESPONSIBLE FOR ALL EXPENSES ASSOCIATED WITH RESPONDING TO THIS RFI. AT THIS TIME, PROPRIETARY INFORMATION IS NOT BEING REQUESTED, AND RESPONDENTS SHALL REFRAIN FROM PROVIDING PROPRIETARY INFORMATION IN RESPONSE TO THIS RFI. PLEASE BE ADVISED THAT ALL SUBMISSIONS BECOME GOVERNMENT PROPERTY AND WILL NOT BE RETURNED. NOT RESPONDING TO THIS RFI DOES NOT PRECLUDE PARTICIPATION IN A FUTURE RFP, IF ONE IS ISSUED. THE GOVERNMENT IS NOT AT THIS TIME SEEKING PROPOSALS AND WILL NOT ACCEPT UNSOLICITED PROPOSALS. RESPONDENTS WILL NOT BE NOTIFIED OF THE RESULT OF THE REVIEW. The purpose of this Request for Information (RFI) is to identify potential companies/contractors that design and administer customer satisfaction surveys and create reports using a licensed American Customer Satisfaction Index (ACSI) methodology. The Office of Customer Accounts & Research (CAR), a component of FAS, is charged with the responsibility to capture and manage FAS customer satisfaction intelligence. FAS’ Office of Customer Accounts and Research (CAR) desires to conduct satisfaction surveys of Federal agency customers for each FAS’ Business Line and satisfaction surveys of Business Lines for each FAS integrator office and have the top line results of those surveys available to FAS management. The overarching goal of FAS’s Survey Program is to help achieve FAS’ strategic and tactical goals by providing business units and support offices with information about their customers and vendors that will enable them to take steps to improve customer satisfaction and retention; improve vendor satisfaction; and increase the number of customers that come to GSA to fill their requirements for services and products. The current customer satisfaction survey process has its genesis from the recommendations contained in the National Performance Review (NPR). This review suggested Federal agencies take a customer-centric approach by regularly asking their customers, in essence, how they view the government services they receive, what problems they encounter, and how they’d like services improved. The recommendations became a mandate with the issuance of Executive Order 12862 of September 1993, which formally established the requirement that Federal agencies regularly survey their customers. GSA and FAS have made it a priority to provide business units with information about their customers that will enable them to take steps to improve customer satisfaction and retention; improve vendor satisfaction; and enable them to increase the number of customers that come to GSA to fill their requirements for services and products through internal and external market research, analysis, and surveys. Currently, most research is being conducted independently within each portfolio and business line with little collaboration. This has led to escalating overlap in contracting and research costs as well as gathering of information and data. In addition to the rising costs and overlapping data, the Survey BPA currently hosted by CAR has expired with a continuing need to administer internal and external customer satisfaction surveys for incentivized strategic scorecard goals. Most surveys conducted by FAS since 2001 have used the American Customer Satisfaction Index (ACSI) methodology to obtain satisfaction scores. Due to wide acceptance of this type of measurement system as means of comparing performance across organizations, agencies and industries, ACSI, or a similar methodology will likely continue to be used in the future. Information about ACSI can be found at the following website: http://www.theacsi.org/ DESIRED INFORMATION: Documentation may be submitted at any time after issuance of the RFI up to the expiration date of the RFI. All submissions shall be submitted by email. No additional data will be provided in support of this RFI. All information in responses should be unclassified. Email submissions/inquiries should be directed to Zoe-Ann Freitag, Contracting Officer, zoe-ann.freitag@gsa.gov and Jannine Wilkinson, Contracting Officers Technical Representative (COTR), jannine.wilkinson@gsa.gov. Contractor information must be received by January 19, 2010.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/GSA/FSS/FM/RFI1-12/listing.html)
- Record
- SN02039333-W 20100113/100111234556-92ad2efbf116f49953adc5e46ea384c9 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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