Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF MARCH 02, 2013 FBO #4116
DOCUMENT

R -- PE 13-16 Customer Satisfaction Execution - Attachment

Notice Date

2/28/2013
 

Notice Type

Attachment
 

NAICS

541611 — Administrative Management and General Management Consulting Services
 

Contracting Office

Department of Veterans Affairs;Program Contracting Activity Central;6150 Oak Tree Blvd, Suite 300;Independence OH 44131
 

ZIP Code

44131
 

Solicitation Number

VA70113I0088
 

Response Due

3/14/2013
 

Archive Date

5/13/2013
 

Point of Contact

Bernadette Bodzenta
 

E-Mail Address

ette.Bodzenta@VA.gov<br
 

Small Business Set-Aside

N/A
 

Description

RFI/SOURCES SOUGHT NOTICE VA701-13-I-0088 Veterans Health Administration (VHA) Office of Informatics and Analytics Customer Satisfaction 1.INTRODUCTION This Sources Sought notice if for information and planning purposes only and shall not be construed as a solicitation or as an obligation on the part of the Department of Veterans Affairs (VA). The applicable North American Industry Classification System (NAICS) code is 541611. The VA is currently conducting market research to locate qualified, experienced, and interested potential small business sources. Responses will not be considered as proposals, nor will any award be incurred by interested parties in responding to this sources sought announcement. The Veterans Health Administration (VHA) is seeking interested small business sources (contractors) for a new-future solicitation and procurement for the Office of Information and Analytics (OIA). At this time, no solicitation exists. Therefore please do not request a copy of the solicitation. 2.BACKGROUND The Government Performance and Results Act (1993) and the Clinger-Cohen Act (1996) require Federal executive agencies to measure the results of their major programs and to establish processes to measure the contribution of their information technology (IT) investments to mission results. With healthcare information technology (IT) expenditures rising to over $22.6 billion in 2007, healthcare organizations need to understand which investments provide actual business benefits. Healthcare executives often see IT as "black hole" investments due to their inability to report tangible results. To maximize the benefits achieved from these investments, the Veterans Health Administration's (VHA) Product Effectiveness (PE) Office established a group to improve the effectiveness of its IT products through ongoing assessments and analyses. The mission of the Product Effectiveness (PE) group is to perform various assessments and analyses on specially selected programs or products to ensure they are effective and meet the needs of end-users. PE is organized into four (4) separate but related domains: Functional Reviews, Customer Satisfaction, Lessons Learned, and Benefits Realization. The Customer Satisfaction Program collects, analyzes and reports qualitative information on significant programs, processes, technology, and medical products from VA stakeholders to measure their effectiveness and help improve them. This acquisition would support the administration of Customer Satisfaction engagements for the VHA Product Effectiveness Program. This Scope of Work describes services required to support the Customer Satisfaction program in alignment with the goals and objectives of the PE organization. 3.APPLICABLE DOCUMENTS*Product Effectiveness Concept Of Operations - February 8, 2011*Product Effectiveness Customer Satisfaction Program Process & Procedures - September 17, 2010 4.SCOPE OF WORK The Product Effectiveness (PE): Customer Satisfaction (CS) Execution contract provides resources to effectively initiate, plan, and execute customer satisfaction surveys. It provides for services to facilitate, plan, and execute the CS Survey Project, known as a "CS Engagement." It also provides for the creation of specific deliverables for the purposes of administering, documenting, reporting, and analyzing the results of surveys and for continuous process improvement The Contractor shall perform the following: Engagement Descriptions Engagements are planned for execution in this task order for the following Veterans Health Administration (VHA) initiatives: "Integrated Electronic Health Record (iEHR) "Mobile Health (mHealth) "Real Time Location Systems (RTLS) "Clinical Information Systems (CIS) Please note these engagement projects are subject to change depending on the needs of the PE program. The contractor shall provide services and administer CS surveys in accordance with the CS Process & Procedures document (Attachment A). The Process & Procedures document is a detailed, step by step process by which CS surveys and associated deliverables shall be completed. This document contains the project phases, the deliverables, and deliverable templates. Engagements Requested CS engagements are generally classified into three sizes: Large, Medium, and Small. Per the CS Process & Procedures document, each engagement is divided into four unique phases. Each engagement will have at least one phase, but may require up to four phases. For example, one large engagement may consist of only phase 1, while another may require all four phases. The CS Program Manager will assign each phase during the course of each engagement. The services described shall apply to the following engagements. These engagements may be staggered throughout the period of performance. The columns in the following table are used to describe the estimated scope of the engagements: Schedule of CS Engagements along with Phases Requested: Engagement 9.1 Large EngagementQuantity Due Diligence1 Survey Planning1 Survey Execution1 Lessons Learned1 Engagements 9.2 and 9.3 Large EngagementsQuantity Due Diligence2 Engagement 9.4 Medium EngagementQuantity Due Diligence1 Survey Planning1 Survey Execution1 Lessons Learned1 Engagements 9.5, 9.6 and 9.7 Small EngagementsQuantity Due Diligence3 Survey Planning3 Survey Execution3 Lessons Learned3 Engagements 9.8 and 9.9 Small EngagementsQuantity Due Diligence2 1.0 PERFORMANCE DETAILS 1.1.1PERFORMANCE PERIOD Twelve (12) months from date of award 1.1.2PLACE OF PERFORMANCE Tasks under this PWS shall be performed at Contractor facilities 1.1.3TRAVEL The Government anticipates travel under this effort to perform the tasks associated with the effort, as well as to attend program-related meetings or conferences through the period of performance. The total estimated number of trips in support of the program related meetings for this effort is four (4). Anticipated locations include the following: Estimated LocationsEstimated # of trips Estimated # of contractor personnel per tripEstimated # days per trip Portland, OR133 Kansas City, MO133 Denver, CO133 Bay Pines, FL133 Travel shall be in accordance with the Federal Travel Regulations (FTR) and requires advanced concurrence by the Contracting Officer's Representative (COR). Contractor travel within the local commuting area will not be reimbursed. 2.0 SPECIFIC TASKS AND DELIVERABLES Task orders awarded under this acquisition shall follow the Process & Procedures for performing customer satisfaction surveys, in accordance with the CS Process & Procedures and Concept of Operations (CONOPS). The purpose of the CONOPS is to describe the concept of operations from the point of view of the program for implementing the CS program. The CONOPS serves as a communication tool for the CS Program and is provided to the contractor to assist with understanding the context of the services in relation to the program. The following table provides alignment of Task Order phases with the phases found in the Process & Procedures, and is necessary to explain the contractor's role in providing tasks to support the program: Task Order PhaseProcess & Procedures Phase 1.Due Diligence1.0 Survey Initiation 2.Survey Planning2.0 Survey Planning 3.Survey Execution3.0 Survey Execution 4.Lessons Learned4.0 CS Program Management Where indicated, some deliverables are "living" documents, which shall be created in the first phase where the deliverable is required and then updated and delivered in subsequent phases. For example, if an Action Items Log is first created in Phase 1 (Deliverable 1.6), then this same log shall be updated and redelivered in all subsequent phases. For such living documents, the intent is to maintain a single such deliverable over the life of the project rather than having individual documents for each phase. Where indicated, other deliverables, such as Agendas, Meeting Minutes, and Communications materials are "Roll Up" deliverables of work products produced throughout the phase. Phase 1, Due Diligence: In Phase 1, the contractor shall perform the prerequisite activities required to begin survey initiation. This requires contractor interaction with potential CS customers to research and identify stakeholders, collect and review documentation, collect and record survey requirements, identify potential issues, identify risks and mitigation strategies, and collect all relevant information required to initiate one or more survey engagements. The contractor shall facilitate, schedule, and document all meetings with program staff and potential customers. This phase will produce deliverables that document this information in sufficient detail to allow a project charter to be signed and the survey engagement initiated. The contractor shall also collect lessons learned for use in Task Order Phase 4. Phase 2, Survey Planning: In Phase 2, the contractor shall perform the tasks and produce the deliverables described in the Process & Procedures Section 2.0 to successfully complete the Survey Planning phase. The contractor shall also collect lessons learned for use in Task Order Phase 4. Phase 3, Survey Execution: In Phase 3, the contractor shall perform the tasks and produce the deliverables described in the Process & Procedures Section 3.0 to successfully complete the Survey Execution phase. The contractor shall also collect lessons learned for use in Task Order Phase 4. Phase 4, Lessons Learned: In Phase 2, the contractor shall perform activities and produce a deliverable that describes the comprehensive lessons learned from the other three phases. The lessons learned shall be described in detail and answer the following questions in regard to the Process & Procedures document and the procedures actually used to successfully complete the task order: Regarding each step of the process: 1.What worked well? 2.What did not work as expected and why? 3.What was done to solve unexpected issues? 4.What can be done to avoid these unexpected issues or leverage what worked well? 5.Based on these lessons learned, what revisions are recommended to the three documents described in the Process & Procedures Section 4.0? The Lessons Learned deliverable is an important component of PE's continuous process improvement program, and will be considered for this purpose. 3.Schedule of Deliverables: a.Deliverables are outlined in the below schedule. Listed deliverables are applicable only to those CLINs actually purchased. b.Separate deliverables are required for each engagement. For example, for each survey engagement, there shall be separate deliverables 1.1 through 1.6. c.Please refer to the CS Process & Procedures for deliverable descriptions, templates, and examples where indicated within the table. For example, a sample for Deliverable 2.2 is provided within the P&P document. Templates and examples are not provided for all deliverables. d.Where indicated, some deliverables are "living" documents, which shall be created in the first phase where the deliverable is required and then updated and delivered in subsequent phases. For example, if an Action Items Log is first created in Phase 1 (Deliverable 1.6), then this same log shall be updated and redelivered in all subsequent phases. For such living documents, the intent is to maintain a single such deliverable over the life of the project rather than having individual documents for each phase. Where indicated, other deliverables, such as Agendas, Meeting Minutes, and Communications materials are "Roll Up" deliverables of work products produced throughout the phase. DELIVERABLE SCHEDULE (APPLIES TO ALL ENGAGEMENTS) DeliverableDescription or ReferenceDue Date Phase 1 1.1: Due Diligence Project PlanA project plan document that details the tasks and milestones for the Due Diligence phase, updated weekly.Two (2) weeks after start of phase and weekly updates thereafter. 1.2: Project BriefingA presentation-style document that provides an executive summary of the project, including stakeholder information, goals, accomplishments, schedule, and other information relevant to the project engagement. This deliverable will be updated at key milestones throughout the engagement per the specific task order.Two (2) weeks after start of phase and one week after completion of information gathering. One additional update due one (1) week prior to the end of the phase. 1.3: Project Management PlanThis document describes the CS engagement project in relation to the specific customer supported by the engagement. It includes all information needed to successfully initiate, execute, and complete the CS engagement. This document provides the documented history of the Due Diligence phase, including the results of all tasks. It shall include details on stakeholders, lists and locations of all collected documentation, engagement requirements, potential issues, risks and mitigation strategies, and all other relevant information, including one or more recommended Project Charters that reflect feasible approaches to the CS engagement.Outline due four (4) weeks after start of phase. Final due one (1) week prior to the end of the phase. 1.4 Meeting AgendasAgendas of all meetings related to the phase. Two (2) business days prior to the subject meeting. 1.5: Meeting MinutesMinutes of all meetings related to the phase.One (1) business day following the subject meeting. 1.6: Action Items LogA listing of all action items related to the phase, to include all relevant information, such as the item description, owner, due date, completion date, and notes related to the items. This deliverable is a living document updated weekly and provided during project management meetings. Described in the CS Process & Procedures document, Section 2.0.One (1) week after start of phase and weekly updates thereafter. Phase 2 2.1: Project CharterDescribed in the CS Process & Procedures document, Section 2.0.Five (5) business days after start of phase 2.2: Project Plan and ScheduleDescribed in the CS Process & Procedures document, Section 2.0.Ten (10) business days after start of phase, weekly updates thereafter. 2.3: Engagement Kickoff PresentationDescribed in the CS Process & Procedures document, Section 2.0.Five (5) business days after start of phase 2.4: Communication PlanDescribed in the CS Process & Procedures document, Section 2.0.Ten (10) business days after start of phase 2.5: Steering Committee PresentationsDescribed in the CS Process & Procedures document, Section 2.0.Two (2) business days prior to the subject meeting. 2.6: Product Workflow Description DocumentDescribed in the CS Process & Procedures document, Section 2.0.Four (4) weeks after start of phase 2.7: User Information Document (Survey Population Catalogue)Described in the CS Process & Procedures document, Section 2.0.Four (4) weeks after start of phase 2.8: Communications products (Email messages, articles, etc.)Described in the CS Process & Procedures document, Section 2.0.Four (4) weeks after start of phase 2.9: Survey QuestionsDescribed in the CS Process & Procedures document, Section 2.0.Four (4) weeks after start of phase Phase 3 3.1: Communication products (Email, messages, articles, etc.)Described in the CS Process & Procedures document, Section 3.0.Due in conjunction with the Communication Plan, updated two (2) business days before needed for publication or transmittal per the communication plan. 3.2: CS Survey Final ReportDescribed in the CS Process & Procedures document, Section 3.0.Outline and sample charts/graphs due four (4) weeks after start of phase. Final due one (1) week prior to the end of the phase. Phase 4 4.1: Project BriefingA presentation-style document that provides an executive summary of the project, including stakeholder information, goals, accomplishments, schedule, and other information relevant to the project engagement. This deliverable will be updated at key milestones throughout the engagement per the specific task order.Two (2) week after start of phase. One additional update due one (1) week prior to the end of the phase. 4.2 Engagement Lessons Learned Report A document that describes the comprehensive lessons learned from the CS engagement project, addressing each task and subtask of the project, and describing the lessons learned and specific improvements and recommended revisions to the documents described in the Process & Procedures, Section 4.0.SharePoint Lessons Learned Log updated weekly. Report due one (1) week prior to end of engagement. 4.3 Meeting Minutes Minutes of all meetings related to the phase.One (1) business day following the subject meeting. 4.4: Action Items A listing of all action items related to the phase, to include all relevant information, such as the item description, owner, due date, completion date, and notes related to the items. This deliverable is a living document updated weekly and provided during project management meetings. Described in the BR Process & Procedures document.One (1) week after start of phase and weekly updates thereafter. ? 5.SUBMITTAL INFORMATION Small Business Contractors having the skills and capabilities to perform the stated requirements should submit a response of no more than 12 pages in length, single spaced, 12 point font. The Government will not review any other data or attachments that are in excess of the 12 pages. Companies should provide clear and unambiguous evidence to substantiate their capability to fulfill these requirements. Responses Due: All responses will be electronic format, and emailed to the Contract Specialist. All responses must be received no later than Wednesday March 13, 2013, 11:00 AM Eastern Standard Time. Responses to this RFI must address the following requirements: A.A cover sheet which includes: a.RFI Title b.Vendor Company Name c.Address d.Name of Point of Contact e.E-Mail Address f.Phone Number g.Vendor DUNS Number h.Company Business Size (i.e. Small Business, Service-Disabled Veteran Owned Small Business, Women-Owned Small Business), the number of years in business, affiliate information; parent company, joint venture partners, potential teaming partners. a. Specify any teaming arrangements and how those arrangements will impact the structure of services their company can provide including technical expertise provided by each company. Please specify the percentage of work that each company will perform. i.List of all North American Industry Classification System (NAICS) codes as identified in the vendor's Online Representations and Certifications Applications (ORCA ) j.If applicable, vendor's GSA or other available Government-wide contract vehicle that is within the scope of this requirement, and relevant Special Item Numbers (SINS) applicable to this requirement. B.Experience 1.Please provide no more than five (5) contracts that your company has performed within the last three (3) years that are of comparable complexity and scope for each domain requirements for which your company is responding: a.Describe your Self-Performed* effort (as either a Price or Sub-Contractor) b.Please be specific and provide a complete reference to include at a minimum the project name ( and the government contract number, if applicable), contract award amount, start and completion dates, and the project owners' contact information. c.Additionally, please provide the contract Type: Firm Fixed-Price, Time and Materials, etc. *Self-Performed means work performed by your company. 2.A narrative case study that describes the details of each project and why it is relevant to this requirement, including difficulties and successes. 3.A table listing all companies involved in the relevant project(s), including the technical expertise and percentage of work that each company provided. C. Capabilities/Qualifications 1.A written document providing clear and unambiguous evidence to substantiate the capacity to fulfill this requirement. D. Technical Questions: 1. What role do customer satisfaction assessments service in organizational effectiveness and organizational change management? Please be specific and cite examples, if possible. 2.How do customer satisfaction measurements support a successful knowledge management culture? Please be specific and cite examples, if possible. 3.Please provide an example of how you have collected and analyzed customer satisfaction information in a clinical environment. Please be specific and discuss how the results were acted upon (i.e., how were the results applied or what actions were taken?). 4.Please describe your process for qualitative survey analysis. This notice does not restrict the Government to an ultimate acquisition approach. All firms responding to this sources sought notice are advised that their response is not a request that will be considered for contract award. All interested parties will be required to respond to the resultant solicitation (if one is published) separately from their response to this sources sought notice. The Point of Contact (POC) for this RFI is: Bernadette Bodzenta Contract Specialist VHA Program Contract Activity Central 6150 Oak Tree Boulevard, Suite 300 Independence, Ohio 44131 Please submit electronic responses (via email ONLY) to the POC - Bernadette.Bodzenta@va.gov - no later than Thursday March 14, 2013, 11:00 am EDT. ATTACHMENTS: Customer Satisfaction Process and ProceduresCustomer Satisfaction CONOPS
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/ISC/OISC/VA70113I0088/listing.html)
 

Document(s)

Attachment
 

File Name: VA701-13-I-0088 VA701-13-I-0088.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638379&FileName=VA701-13-I-0088-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638379&FileName=VA701-13-I-0088-000.docx

 

File Name: VA701-13-I-0088 CS Process + Procedures v12.pdf (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638380&FileName=VA701-13-I-0088-001.pdf)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638380&FileName=VA701-13-I-0088-001.pdf

 

File Name: VA701-13-I-0088 Customer Satisfaction CONOPS v29.pdf (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638381&FileName=VA701-13-I-0088-002.pdf)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=638381&FileName=VA701-13-I-0088-002.pdf

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN02999173-W 20130302/130228235326-8ade8731b01d467d7e91de359904ecdf (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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