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FBO DAILY - FEDBIZOPPS ISSUE OF JUNE 09, 2017 FBO #5677
DOCUMENT

U -- Customer Service Training - Detroit 553-C70151 - Justification and Approval (J&A)

Notice Date

6/7/2017
 

Notice Type

Justification and Approval (J&A)
 

NAICS

611430 — Professional and Management Development Training
 

Contracting Office

Department of Veterans Affairs;Network Contracting Office (NCO) 10;6150 Oak Tree Blvd., Suite 300;Independence OH 44131
 

ZIP Code

44131
 

Solicitation Number

VA25017Q0401
 

Archive Date

8/10/2017
 

Point of Contact

Bridget May
 

E-Mail Address

Office - POC
(bridget.may@va.gov)
 

Small Business Set-Aside

N/A
 

Award Number

VA250-17-C-0109
 

Award Date

5/12/2017
 

Description

Chapter VI: Other Than Full and Open Competition (OFOC) SOP Attachment 3: Request for Sole Source Justification Format >$150K OFOC SOP Revision 05 Page 3 of 3 Original Date: 03/22/11 Revision 05 Date: 05/02/2016 DEPARTMENT OF VETERANS AFFAIRS Justification and Approval (J&A) For Other Than Full and Open Competition (>$150K) Acquisition Plan Action ID:___VA250-17-AP-3936________________________________________ Contracting Activity: Department of Veterans Affairs, VISN 10, John D. Dingell VA Medical Center. Nature and/or Description of the Action Being Processed: The John D. Dingell VA Medical Center requires a firm-fixed price base plus two (2) option years service contract with The Studor Group, LLC (Studor) to provide training for customer service for the Medical Center staff and leaders. The estimated base plus two (2) option year total is $588,661.95. Description of Supplies/Services Required to Meet the Agency s Needs: Contractor will provide AIDET © training for staff to assist medical center in improving customer service. Contractor will conduct pre-planning session with leadership team; assess each service s current ability with regards to AIDET © skills prior to their training; train staff on AIDET © skills utilizing a variety of training methods; provide coaching sessions with managers and other leaders post staff training; and certify train the trainer on AIDET © so that the medical center can have ongoing AIDET © training post contract period. Statutory Authority Permitting Other than Full and Open Competition: ( X ) (1) Only One Responsible Source and No Other Supplies or Services Will Satisfy Agency Requirements per FAR 6.302-1; ( ) (2) Unusual and Compelling Urgency per FAR 6.302-2; ( ) (3) Industrial Mobilization, Engineering, Developmental or Research Capability or Expert Services per FAR 6.302-3; ( ) (4) International Agreement per FAR 6.302-4 ( ) (5) Authorized or Required by Statute FAR 6.302-5; ( ) (6) National Security per FAR 6.302-6; ( ) (7) Public Interest per FAR 6.302-7; Demonstration that the Contractor s Unique Qualifications or Nature of the Acquisition Requires the Use of the Authority Cited Above (applicability of authority): Only one Responsible Source (Far6.302.1) Studor is the only vendor that has ability to teach AIDET © for customer service skills. As the specific training is protected by copyright, no other organization is allowed by law to teach the specific method. Studer Group obtained its United States Patent and Trademark Office registration on AIDET as a service mark for communication improvement coaching services on December 27, 2011 (U.S. Trademark Registration No. 85295266) and as a trademark for DVDs and printed collateral used as tools to teach the AIDET communication tactic on January 10, 2012 (U.S. Trademark No. 85328441). The Contract Specialist verified Studor Group, LLC s trademarks for AIDET training and coaching services on the US Patent and Trademark Office s website. In addition, AIDET © training has already been initiated at the medical center through contract 553-C26013. This requirement is to build on the previous requirement by spreading the training to the entire staff. As part of the requirement, we expect that Studor will assess current skill level with those already trained based on previous engagement and then tailor training to meet the needs of the staff at their current level of performance. In doing so, this avoids duplication of training as well as duplication of cost for those who have been previously trained. Description of Efforts Made to ensure that offers are solicited from as many potential sources as deemed practicable: Market research, including a query of the Vendor Information Pages (VIP) to search for small and disadvantage businesses capable of delivering the government s need, did not generate other vendors who are authorized to teach AIDET ©. In addition, inquiries were made to other VA facilities which required similar services and found three other contracts in place (VA69D-16-P-0077, VA244-16-P-5107, and VA247 -16-D- 3016). All three solicitations found only Studor was capable of meeting the government s need. The requesting Service will, however, continue to monitor the marketplace in the event other sources begin offering a comparable product. Determination by the Contracting Officer that the Anticipated Cost to the Government will be Fair and Reasonable: Pricing quoted by Studor is commensurate with awards made to other government facilities within the same agency for similar service. Description of the Market Research Conducted and the Results, or a Statement of the Reasons Market Research Was Not Conducted: Web query was conducted to determine which companies/vendors could provide AIDET © training to approximately 2000 staff members. Only one vendor was found. Of the vendor discovered, inquiry was made to determine the vendor worked with or contracted with any VOSB, SDVOSB, SB, WOSB to provide their service and vendor contact stated they did not. Vendor Information Pages (VIP) was queried to determine if there were any vendors that listed they could provide service and search resulted in zero vendors being found. Sources Sought VA250-17-N-0303 was issued on 2-16-2017. Thirteen companies responded, including two (2) SDVOSB, two (2) VOSB, four (4) WOSB, and two (2) small businesses. All but one, Studor Group, were found technically insufficient due to their inability to obtain authorization for consulting or other means to teach the AIDET ® communication tactic. Service contacted other VA facilities to see which vendor they were using to receive AIDET © customer service training and three VA s have similar contracts and all three utilized sole source vendor. Examination of these contracts found that despite efforts to compete, single source was only vendor to provide required service. The three other VA facilities to provide some level of AIDET © training are: Wilkes-Barre: Contract # VA244-16-P-5107 Contracting Officer stated AIDET and Evidenced Based Leadership are the intellectual properties of Studer. Therefore, if the requirement is written for AIDET, Studer is the only feasible source. Lovell: Order # VA69D -16-P- 0077, Solicitation # VA69D-16-N-0104 Contracting Officer conducted a Sources Sought and an RFI in September 2016, which is relevant since as it is less than 18 months old. Two (2) large businesses responded, as well as one (1) small business, one (1) WOSB, and one (1) SDVOSB. However, only one of the large businesses, Studer, provides the desired training model, AIDET ©, which is to be expected since it is propriety. Central AL: Order # VA247-16-D- 3016, Solicitation # VA247-16-R-0885 Any Other Facts Supporting the Use of Other than Full and Open Competition: Detroit VA Healthcare System Services Standards, Policy 00-20, dated October 31, 2014, which sets forth procedures and operational requirements for continued patient-centered healthcare and service excellence, specifically requires the use of AIDET © for patient interaction. Additionally, the customer service portion of the performance standards are standardized for all frontline staff across the Medical Center and specifically require a focus on following AIDET for unit level customer service training. Listing of Sources that Expressed, in Writing, an Interest in the Acquisition: Studer Group, LLC, 350 West Cedar Street, Suite 300, Pensacola, FL 32503 A Statement of the Actions, if any, the Agency May Take to Remove or Overcome any Barriers to Competition before Making subsequent acquisitions for the supplies or services required: The requesting service will survey the market when this requirement reoccurs in order to determine if alternative sources are available.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/BreVAMC/VAMCCO80220/VA25017Q0401/listing.html)
 

Document(s)

Justification and Approval (J&A)
 

File Name: VA250-17-C-0109 VA250-17-C-0109_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3559950&FileName=VA250-17-C-0109-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3559950&FileName=VA250-17-C-0109-000.docx

 

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

Record

SN04535963-W 20170609/170607235037-5344b49ec94f2076130e7e660ea982a9 (fbodaily.com)
 

Source

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

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