SOURCES SOUGHT
70 -- Customer Relationship Management System
- Notice Date
- 7/6/2018
- Notice Type
- Sources Sought
- NAICS
- 541613
— Marketing Consulting Services
- Contracting Office
- Department of Homeland Security, Customs and Border Protection, Procurement Directorate - DC, 1300 Pennsylvania Avenue, N.W., Room 1310 NP, Washington, District of Columbia, 20229, United States
- ZIP Code
- 20229
- Solicitation Number
- CRM2018
- Archive Date
- 8/4/2018
- Point of Contact
- Jenne' Tillman,
- E-Mail Address
-
jenne.tillman@cbp.dhs.gov
(jenne.tillman@cbp.dhs.gov)
- Small Business Set-Aside
- N/A
- Description
- The U.S. Customs and Border Protection (CBP) is seeking industry feedback to identify sources capable of providing the scale and scope of work as outlined within the Request for Information (RFI). The RFI is hereby issued solely for informational, acquisition planning and market research purposes only. The request does not in any way constitute an Invitation for Bids, Request for Proposal, Request for Quote or obligate the Government to make an award. Responses are not offers and cannot be accepted by the Government to form a binding contract. Additionally, the Government will not provide reimbursement for any information that is submitted on behalf of the request. BACKGROUND: U.S. Customs and Border Protection, Enterprise Services Office (ES) intends to procure a developed customer service management system, including establishment of process and procedures to improve customer/client satisfaction with ES products and services that are consistent with industry best practices and benchmarks against similar organizations. INFORMATION REQUEST: The response shall clearly address your capability to develop and establish a holistic ES Customer Service Program that encompasses: 1) A Customer Relationship Management (CRM) system to provide real time data to efficiently monitor, analyze, track and report resolution of customer questions and/or issues and links all information utilizing a robust and centralized application. The CRM system will provide the capability for: - A rapid improvement process that provides the capability to triage more complex customer service questions and or issues for resolution. - Effective alignment of ES office functions to deliver high quality products and services that align with customer standards and expectations (i.e. to reduce duplicative or counterproductive work and ensure the efficient use of resources). - Facilitate management of the customer experience through continual feedback and improvement processes. - Use of data to identify and prioritize gaps between customer service delivery and customer requirements/needs. Any proposed CRM system shall be a web-based customizable customer off the shelf (COTS) solution. Prior to development and implementation of the CRM framework, the vendor will: 2) Delineate and map all key customer touching processes (i.e., touch points) within ES offices/programs. - Identify and inventory current Customer Service initiatives within ES. - Develop a Customer journey mapping process so that individual ES offices capture an inventory of Customer touch point processes (e.g., flowchart). 3) Conduct research to understand current customer: requirements/needs, challenges, and overall user experience (i.e., "voice of the customer"). 4) Establish a customer-centric culture within ES, which emphasize leadership's role in ES customer service performance (i.e., leadership involvement, accountability and support). 5) Develop and launch an ES "Year of the Customer" campaign to promote ES resources, products and services, and ES customer improvement efforts. This aspect of the program implementation will include incorporating change management best practices to include a communication and education plan, and supporting materials. - Develop a Customer Service communication and education plan. - Develop "Year of the Customer" campaign topics and materials for communication and education. 6) Assist ES offices to determine which programs and services should be measured (i.e., determine which metrics address high priority functions and services). - Develop an ES Customer Service Performance Measure Dashboard that interfaces with and/or is integrated with the existing ES Performance Measure Dashboard. 7) Provide a phased plan of deliverables for the above item numbers 1-6 using a phased-in-process and timeline. INFORMATION INSTRUCTIONS: 1) A response shall be submitted via email to Jenné Tillman @ jenne.tillman@cbp.dhs.gov using "CRM RFI" as the subject line. 2) A response shall be submitted by Friday, July 20, 2018 at 9:00 AM EST. 3) The response shall not exceed five (5) pages. 4) In addition to the Information Request section, the response shall include the following: - Company Name (and Doing Business As, if applicable), Address, Telephone Number and Web Address - Point of Contact - DUNS Number - Tax Identification Number/Employer Identification Number - Socio-Economic Status 5) Any response received after the stated due date shall not be considered. 6) Questions shall be submitted via email to Jenné Tillman at jenne.tillman@cbp.dhs.gov using "CRM RFI Questions" as the subject line. 7) Questions shall be submitted by Tuesday, July 10, 2018 at 9:00AM EST. 8) Questions received after the stated due date shall not receive a reply.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DHS/USCS/PDDC20229/CRM2018/listing.html)
- Record
- SN04981869-W 20180708/180706230542-1d60825726ab2c61500cfd3e1d10676b (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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