DOCUMENT
70 -- Patient Care Customer Service Assessment Program for Health Care Facilities within VISN 19. - Attachment
- Notice Date
- 3/7/2014
- Notice Type
- Attachment
- NAICS
- 541910
— Marketing Research and Public Opinion Polling
- Contracting Office
- Department of Veterans Affairs;Network Contracting Office;NCO 19;4100 E. Mississippi Avenue, Suite 900;Glendale CO 80246
- ZIP Code
- 80246
- Solicitation Number
- VA25914I0002
- Archive Date
- 4/16/2014
- Point of Contact
- Pamela Barnes
- Small Business Set-Aside
- Total Small Business
- Award Number
- GS-35F-0146X
- Award Date
- 3/17/2014
- Description
- This is a notice of intent by the Department of Veterans Affairs Network Contract Office 19 (NCO 19), 4100 East Mississippi Avenue, Suite 900, Glendale, Colorado 80246, to enter into a sole-source procurement of Automated Real-Time Customer Point of Services Assessment and Feedback Program from Vertical Systems, Inc. The facilities within the Veterans Integrated Service Network 19 (VISN 19) require this program for the improvement of service excellence, providing real-time feedback from patients to allow for immediate improvement in Customer Satisfaction. This is an integral component of the Patient Centered Care Cultural Transformation. Continuation of this program along with the requested expansion is essential to the continuing enhancement of the Veteran's experience of care provide in VISN 19. The required customer service assessment program and data collection devices will: facilitate timely information from Veteran comments regarding Customer Satisfaction allowing the facilities in VISN 19 to develop target specific programs to enhance the Veteran Experience with healthcare; be customizable based on the service area; capture demographic data; utilize devices that are hand-held, light weight and easy to use (requiring less than 30 minutes orientation for new users); require minimal IT support; be able to transmit non-patient specific data to vendor without utilizing the VA's IT network; allow VISN 19 facilities to automatically collect, track and trend data by question at the provider, service and facility level; provide daily reports that identify opportunities for improving Customer Satisfaction; provide ongoing training, administrative support in the management of the scheduling process, maintenance and customer support for the devices. Vertical Systems, Inc. has worked with the facilities in VISN 19 to develop individualized and customized customer service assessments in all areas as well as a comprehensive data collection, data reporting process and ongoing team coaching for performance improvement. The program is only compatible with the Government-owned handheld tablets purchased from Vertical Systems. The VA purchased tablets from Vertical Systems, Inc. The tablets purchased from Vertical Systems are compatible only with the software that is provided from Vertical Systems, Inc. The VA owns the tablets from Vertical Systems; however, Vertical Systems owns the software that is provided for the tablets and possess the intellectual property rights to the software. The results of the surveys taken by the veterans utilizing the tablets will be assessed and analyzed by Vertical Systems, Inc. Vertical Systems will also provide provision and maintenance and operation of all the required hand-held devices. Vertical Systems.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/VA/VARMCCC/VARMCCC/VA25914I0002/listing.html)
- Document(s)
- Attachment
- File Name: VA259-14-I-0002 VA259-14-I-0002.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1244226&FileName=VA259-14-I-0002-001.docx)
- Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1244226&FileName=VA259-14-I-0002-001.docx
- Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
- File Name: VA259-14-I-0002 VA259-14-I-0002.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1244226&FileName=VA259-14-I-0002-001.docx)
- Record
- SN03304794-W 20140309/140307234244-7749224f3ede146c1a6874fb7a76c559 (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 |