2026.08.31 CSS RFI Final.pdf

REQUEST FOR INFORMATION (RFI)

FOR UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM)

CUSTOMER SATISFACTION SURVEY (CSS)

TRANSCOM26R016

1. Purpose. This announcement constitutes a Request for Information (RFI) for informational and planning purposes only. THIS IS NOT A REQUEST FOR PROPOSAL nor is it to be construed as a commitment by the Government. The information requested will be used within United States Transportation Command (USTRANSCOM) as market research to facilitate decision making (i.e., determining acquisition strategy, small business concerns, etc.) and will not be disclosed outside the Government. Proprietary information submitted shall be appropriately marked. Please note that Defense Personal Property Management Office (DPMO) will NOT be responsible for any costs incurred by interested parties in responding to this RFI.

DPMO highly encourages responses from capable businesses of all sizes; large and small business concerns, to include all the socioeconomic categories. However, it should be noted the proposed North American Industry Classification System (NAICS) code for this acquisition is 5182101, Data Processing, Hosting, and Related Services. Small Business set-aside opportunities are being considered.

2. Description/Scope. The Personal Property Activity (PPA) is a single command providing global household goods, vehicle shipment, storage-in-transit, and non-temporary storage services to Department of War (DoW) personnel and their families. The PPA is seeking sources who can provide software and associated professional services to survey customers whose shipments were processed under the Defense Personal Property Program (DP3) from entitlement counseling through personal property (household goods (HHG) or privately owned vehicles (POV)) shipment pack and pickup, storage, delivery, and filing claims (if applicable). The Government requires the software to interface (API) with the Government’s Data Warehouse and/or other government IT systems and updated daily, at a minimum. Upon award, the contracted vendor will connect to the existing government data warehouse (WDP, formerly Advana) for survey triggers and response. When the government is ready, the survey solution will need to connect to a future operational system that will trigger surveys, receive survey responses, and address changes to survey data before sending results to WDP/Advana. The Government anticipates five to ten (5-10) administrative users and strives to achieve a 40% return rate.

See Attachments 1, 2, & 3 for more information on the surveys the software must support.

3. Information Requested. Parties interested in assisting DPMO with this market research are requested to submit the following information in the format outlined below. The response should be detailed (but no more than five (5) pages) and address the information requested below (title pages, cover letter, etc., will not count against the page limit).

Respondents are highly encouraged to submit a tailored response rather than a generic capability statement to ensure the needed information is provided.

I. Company Information.

A. Company Name B. CAGE Code C. Point of contact name, phone number, and e-mail address

1 Please refer to section IV(B) of this RFI.

II. Business size:

A. The proposed NAICS for this effort is 518210. The Small Business Administration small business size standard for this NAICS code is $35.0M. Based on this NAICS, identify your business size as Small or Large. If a small business, identify if any of the following are applicable: HUBZone, Service-Disabled Veteran Owned, Veteran Owned, Small Disadvantaged Business, Woman Owned, or Economically Disadvantaged Woman Owned.

III. Capabilities: Generally, describe your company’s capabilities in fulfilling this CSS effort.

Specifically address the following:

A. Describe the software / licenses you sell that provide customer satisfaction survey development, survey triggering, survey data collection, and an interface capability to populate an external database.

B. Describe your company’s stance on consideration of option periods on licenses and any associated support, not to exceed five (5) years in duration (e.g. 1-year Base Period w/ four (4) 1-year Option Periods).

C. Describe, in detail, your capability to customize your information system to address changes to survey triggers, survey questions, or the timing of survey transmission to customers (based on offsets from available data). For example, if a customer skips an earlier phase survey, can that missed surveys be added before later surveys?

D. Describe your software’s ability (if any) to customize triggers to send surveys globally at varying times (specific to where the customer is located).

E. Describe your software’s ability (if any) to send emails, mobile notifications/links, etc.

F. What DoD Impact Level certification does your software hold, if any?

G. Do you have an existing interface with the DoD's data warehouse, War Data Platform (formerly called Advana), and/or other DP3 software systems?

H. Describe, if any, professional services you provide to support survey development, interface development, trigger development, and a manual (excel sheet) trigger capability.

I. Describe your company’s pricing structure for this software and, when applicable, associated support services? See Attachment 1 for projected quantities of surveys.

J. Provide the following contract information for requirements your company may have executed, deemed similar to this effort:

• A brief description of the project

• Contract number

• Period of Performance

• Was your company a prime or subcontractor?

• Dollar value of the project

• Scope of the portion of the effort your company supported

K. Add any other items that will aid us in our market research: contract types used for similar efforts, performance metrics used, industry standards, commerciality, information to support the use of any proposed non-commercial clauses in a commercial contract, etc.

IV. Other:

A. Provide a list of any contract vehicles (existing GWACs, IDIQs, etc.), under which you hold contracts, that our office should consider when determining an appropriate acquisition strategy.

B. Should your company feel a more appropriate NAICS code be considered, provide the suggested NAICS code with a brief explanation supporting your recommendation.

C. Provide any other information or suggestions that may provide efficiencies in accomplishing this acquisition.

4. Submission Information. Responses to this RFI must be submitted via e-mail to Taylor Luebbers at taylor.e.luebbers.civ@mail.mil no later than 4:30 PM Central Time on Wednesday, 16 September 2026.

Points of Contact (POC):

TAYLOR E. LUEBBERS CHRISTOPHER T. FROST

Contract Specialist Contracting Officer taylor.e.luebbers.civ@mail.mil christopher.t.frost4.civ@mail.mil

Attachments:

Atch 1 - Survey Questions Atch 2 - Projected Totals Atch 3 - Survey Dissemination mailto:sydney.m.henderson.civ@mail.mil mailto:sydney.m.henderson.civ@mail.mil

Attachment 1

HOUSEHOLD GOODS SURVEYS

Counseling Survey

Text Message Language

The DoW values your opinion. Please provide feedback on your counseling experience.

${1://SurveyURL}

Reply STOP to opt out

Email Language

Hello ${e://Field/rank} ${m://LastName}, We need your feedback about the counseling from your move. Your insights will directly shape a better experience for service members in the future.

You'll see a few similar quick surveys at other points in your move (unless this was a PPM, then you're all done!).

Thank you for taking a few minutes to make a big difference.

Take the Survey ${l://SurveyURL}&src=${e://Field/src}

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any requests to forward it to a government representative. Your survey link will expire in 120 days.

Sincerely, The Department of War

${l://OptOutLink?d=Opt-out} The Department of War appreciates your feedback regarding your counseling experience.

1. Which option best describes your counseling method?

2. Please rate the responsiveness and professionalism of the counseling office.

3. How satisfied were you with the information received through counseling?

4. Please tell us more about your counseling experience.

We thank you for your time spent taking this survey.

Your response has been recorded.

Origin Survey

The DoW values your opinion. Please provide feedback on your origin experience.

${1://SurveyURL}

We need your feedback about the origin process from your move. Your insights will directly shape a better experience for service members in the future.

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

The Department of War appreciates you taking a few minutes to complete this survey regarding your pickup experience for your shipment moving under.

Click on the arrow below to proceed.

1. Please rate the quality of the packing and preparation of your items.

2. Please rate the professionalism and courtesy of the moving crew at origin.

3. Please rate the timeliness of your moving services at pickup.

4. Please rate your government quality assurance support at pick up.

5. Tell us more about your pick up experience.

6. Are you willing to be contacted about your experience?

Destination Survey

The DoW values your opinion. Please provide feedback on your destination experience.

${1://SurveyURL}

We need your feedback about the destination process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any delivery experience for your shipment moving under.

1. Please rate the professionalism and courtesy of the moving crew at delivery.

2. Please rate the timeliness of your moving services at delivery.

3. Please rate your overall satisfaction for all phases of your move.

4. Please rate your government quality assurance support at delivery.

5. Please rate how well counseling prepared you for your move.

6. Tell us more about your delivery experience.

7. Are you willing to be contacted about your experience?

Claims Survey

The DoW values your opinion. Please provide feedback on your HHG claims experience.

${1://SurveyURL}

We need your feedback about the claim process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any claims experience for your shipment moving under.

1. Rate your mover’s responsiveness in resolving your claim.

2. Rate your overall satisfaction with the claims settlement offered by the mover.

3. Tell us more about your claims experience.

4. Are you willing to be contacted about your experience?

MCO Survey

The DoW values your opinion. Please provide feedback on your MCO experience.

${1://SurveyURL}

We need your feedback about the MCO process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

Military Claims Office experience for your shipment moving under.

1. Did you interact with the MCO during your claims process?

2. Rate the Military Claims Office's responsiveness in resolving your claim.

3. Rate your overall satisfaction with the Military Claims Office process.

4. Rate the professionalism of the Military Claims Office.

5. Tell us more about your Military Claims Office experience.

6. Are you willing to be contacted about your experience?

PERSONALLY OWNED VEHICLE SURVEYS

Turn In Survey

Text Message Language

The DoW values your opinion. Please provide feedback on your turn-in experience.

${1://SurveyURL}

We need your feedback about the POV turn-in process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any turn-in experience for your Privately Owned Vehicle (POV).

1. Were you treated in a professional manner by the Vehicle Processing Center (VPC) staff at turn-in?

2. Rate your experience scheduling a turn-in appointment.

3. Were you able to complete the turn-in process within one hour of your scheduled appointment time?

4. Were you turned away from your initial visit? Select all that are applicable.

5. Rate your overall satisfaction with the turn-in process.

6. Tell us more about your turn-in experience.

Pick Up Survey

The DoW values your opinion. Please provide feedback on your pick-up experience.

${1://SurveyURL}

We need your feedback about the POV pick-up process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any pick-up experience for your Privately Owned Vehicle (POV).

1. Were you treated in a professional manner by the Vehicle Processing Center (VPC) staff at pick-up?

2. Rate your experience scheduling a pick-up appointment.

3. Were you able to complete pick-up process within one hour of your scheduled appointment time?

4. Rate your overall satisfaction with the condition of your POV at pick-up.

5. Rate your overall satisfaction with the pick-up process.

6. Tell us more about your pick-up experience.

POV Claims Survey

The DoW values your opinion. Please provide feedback on your POV claims experience.

${1://SurveyURL}

We need your feedback about the POV claims process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any claims experience for your Privately Owned Vehicle (POV).

1. Rate your overall satisfaction with the contractor's responsiveness to your claim.

2. Did you settle your claim on-site at pick-up?

3. Rate your overall satisfaction with the POV settlement process.

4. Tell us more about your POV claims experience.

5. Are you willing to be contacted about your experience?

Attachment 2

PROJECTED DP3 CSS TOTALS

The chart below depicts the estimated survey totals expected to be accomplished.

Attachment 3

Survey Dissemination

Household Goods (HHG): The scope of this effort will be to send (3-5) surveys to DoD household goods customers throughout the following stages of their move:

1. Survey 1 will be sent to customers immediately after they have completed Counseling.

2. Survey 2 will be sent to customers after their household goods have been picked up.

3. Survey 3 will be sent to customers 30 days after their shipment has been delivered at their destination.

4. Survey 4, if applicable, will be sent to customers 75 days after they file a claim, if applicable.

Survey not required if a claim is not filed.

5. Survey 5, if applicable, will be sent to customers 75 days after all or part of their claim is escalated/transferred to the Military Claims Office (MCO). No survey required if claim is settled with the transportation service provider or if no claim is filed.

HHG Survey Trigger Data: The Government will provide relevant information as to when and to whom each CSS needs to be sent. The projected start date of this contract is 1 October 2027.

Privately Owned Vehicles (POV): The scope of this effort will be to send (3-5) surveys to DoD customers who are shipping their POV throughout the following stages of their POV move:

1. Survey 1 will be sent to the customer after initial contact by the Vehicle Transportation Service Provider.

2. Survey 2 will be sent to the customer after vehicle turn in at origin Vehicle Processing Center

(VPC).

3. Survey 3 will be sent to the customer after vehicle has been picked up at destination VPC.

4. Survey 4, if applicable, will be sent to the customer 75 days after a claim is filed. Survey not required if a claim is not filed.