06014b_r1_a1.docx

State of Washington Contracts, Procurement, & Risk Management Division Department of Enterprise Services P.O. Box 41411 Olympia, WA 98504-1408

SOLICITATION AMENDMENT

AMENDMENT NO. ONE

TO

SOLICITATION NO. 06014

CUSTOMER SURVEY SERVICES

This Amendment (“Amendment”) to Solicitation No. 06014 – Customer Survey Services is effective immediately and is not required to be submitted with proposals. All other terms, conditions, and specifications remain unchanged.

P U R P O S E THE PURPOSE of this amendment is to capture the following changes:

· Change a minimum qualifications listed in Appendix E, Service Requirements and Minimum Qualifications. The mimimum qualification now reads:

Must have the ability to administer at least one of the following survey methods: telephone, mail, internet, and in-person.

This change was made to ensure that contractors who specialize in a specific type of survey approach would be able to be approved for the pre-qualified pool. Determination of the survey type to be used will be decribed or decided in the 2nd tier solicitation.

An updated version of Appendix E, Service Requirements and Minimum Qualifications has been embedded below.

Any communications regarding this amendment must be addressed to the Prorcurement Coordinator listed below.

Roni Field 360.407.7949 veronica.field@des.wa.gov

CONTRACT SOLICITATION AMENDMENT PAGE 2

UPDATED 3-238-16

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AppE_r1_update.doc

Contracts, Procurement and Risk Management Division

1500 Jefferson St. SE

Olympia, WA 98501 http://www.des.wa.gov

Appendix E, Service Requirements and Minimum Qualifications

RFQQ # 06014 Customer Survey Services

Minimum Qualifications

· Must have professional interviewers on staff who have been trained, and have the capacity to randomly monitor interviewers as they administer a survey.

· Must have the ability to administer at least one of the following survey methods: telephone, mail, internet, and in-person.

· Must have the ability to administer qualitative research.

· Must have the ability to visually present data collected for easy review and visual display.

· Must have at least five (5) years of experience providing customer survey services relative to the “Possible Service Requirements” listed below.

· Must be actively licensed to conduct business in the State of Washington.

Survey Types

Telephone Surveys: A method of data collection where a standardized questionnaire is utilized. Telephone numbers are used to call either a specific group of people or a random selection. Interviewers must be instructed on the goals and objectives of the survey, qualifiers for participation.

Mail Surveys: This method entails using the various channels of delivery, i.e., USPS, FedEx, and UPS to deliver surveys to a group of named respondents. Contractor must use credible research and industry standards to format the survey in a way that maximizes response rates. Contractor must track responses and implement measures to reduce error rates.

Online Surveys: Method of survey administration which, typically, does not involve targeted group of respondents. Contractor must create, post, and manage a web-based survey

Qualitative Research: Includes facilitation of live or online focus groups, customer journey maps, executive interviews, customer interviews, or other methods of gathering insight into customer needs and preferences.

* NOTE: For any survey type, a test-run must be performed to ensure that all questions will make sense to the target group.

Possible Service Requirements

Prior to the Survey

· Work with the Purchaser to create a detailed project plan that defines key activities and their associated outcomes including a timeline and budget.

· Identify the overall reasons for conducting the survey.

· Review the overall project plan with the Purchaser’s project manager.

· Identify any specific demographic groups for which quality improvement strategies need to be developed.

· Work with Purchaser to determine which survey method will be conducted (e.g., telephone, mail, etc.)

· Provide to Purchaser examples of how the data collected will be represented to the Customer.

· Establish levels and types of analysis to be utilized during and after the survey.

· Establish report format to be presented at the conclusion of the survey.

Development of Survey Instrument

· Consultation with Purchaser to identify the purpose of the survey, areas of importance, goals, and use of the data results.

· Identify target group for survey distribution.

· Develop a detailed project plan that defines key activities and their associated outcomes, including a timeline and budget.

· Provide to Purchaser sample letters for communicating with customers prior to administering the survey.

· Develop a survey sample to be presented to the Purchaser for review.

· Conduct a Pretest to identify problems prior to conducting the survey. Purchaser will be afforded the opportunity to participate in the pretest.

During the Survey

· Conduct survey according to the method desired by the Purchaser.

· Communicate with project managers regarding progress.

· Initiate follow up with survey participants to ensure minimum participation levels are met.

After the Survey

· Tabulate the results and statistically analyze the data collected.

· Meet with project manager to review survey results and obtain feedback and direction on additional analysis required.

· Prepare a report and visual presentation(s) on final results.

· Identify any specific demographic groups for which quality improvement strategies need to be developed.

· Develop final conclusions and draft an executive summary.

· Present an executive briefing to the Purchaser.

· Conduct follow-up focus group discussions as deemed necessary by project manager.

· Delivery of final products/results of project.

· Advise and assist Purchaser in designing and administering feedback mechanisms.

· Conduct focus groups or other methods of soliciting customer feedback as it relates to internal operations.

· Guide or assist agency with effective use of the research results.

Additional Expectations

· Upon request by Purchaser, create/provide a disaster recovery plan that ensures survey data will not be lost or destroyed.

· Vendor to utilize any relevant past experience in the subject matter of the project in developing a survey (i.e., use previously developed questions from a similar survey).

· Ensure proper management of confidential information. Please refer to Purchaser’s data security requirements, Appendix G to this RFQQ Upon request by Purchaser, develop a detailed plan describing how the survey data will be protected.

Conflict of Interest

The successful vendor and any proposed subcontractor must be impartial and professional in conducting the survey to ensure that the report(s) and/or recommendation(s) are accurate, credible, and unbiased. Any prospective vendor who stands to gain or lose financially as a result of the outcome of the survey may be deemed to have an actual or potential conflict of interest and may be disqualified from bidding. If you believe that you do not have a conflict of interest but are concerned that it may appear that you do, you may attach additional sheets explaining why you believe that you should not be excluded as a vendor.

Ownership of Survey Instrument

Surveys, reports, etc. become property of the Purchaser upon completion of the survey project or termination of the business relationship, whichever occurs sooner.

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