36C10B19R0016-004.docx

Questions and Answers

Customer Service Improvement Program Request for Proposal 36C10B19R0016

FedBizOpps Amendment to a Previous Combined Solicitation

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* = Required Field FedBizOpps Amendment to a Previous Combined Solicitation Rev. March 2010 R TAC-19-54402 Customer Service Improvement Program The purpose of this amendment is to provided answers to to questions received.

Please see attached 07724 36C10B19R0016 04-16-2019 N 541611 Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724 Susan Banasiak, Contract Specialist Susan.Banasiak@va.gov Susan.Banasiak@va.gov Susan.Banasiak@va.gov Please be advised that any information contained herein is for informational purposes only, is offered in response to specific questions posed by prospective Offerors, and is subject to change throughout the question and answer process. Accordingly, in the event that there is any discrepancy between the information contained within this document, any previous and/or subsequent Question and Answer document(s), and/or the Solicitation, Offerors are hereby advised that the terms and conditions contained within the final Solicitation control. If indicated in the Questions and Answers provided below, updated information will be incorporated into the Request for Proposal (RFP) by an amendment to the RFP.

1. Who is the incumbent contractor for this work? If so, will this effort be awarded back to them?

The current incumbent was DekaTron, VA118-15-C-0020, which has lapsed. The original requirements under VA118-15-C-0020 have changed. This is a competitive re-compete of VA118-15-C-0020, and all proposals shall be evaluated.

2. Has any company current done this or similar work for VA, including the establishment of the existing CSI systems and processes? If so, can these previous vendors/contractors be identified? Will any of these vendors/contracts continue working on the same or similar systems and need to be worked closely with for a successful execution of the deliverables listed?

The following three companies have provided these services in the past: DekaTron, Federal Consulting Group, and MSquared.

No. The current contract has lapsed, and all proposals shall be evaluated.

3. Section 1.0 Background – The Government states that “VA has chosen ACSI as a model to gauge VA customer satisfaction”. We understand there is only one company which is licensed to provide ACSI solution. Is it the intent of the Government to limit competition to a licensed ACSI provider, or can a company capable of applying the ACSI Methodology respond to this solicitation?

It is not the Government’s intent to limit competition. The Government understands the CFI Group sub-licenses this methodology and there are several vendors which can provide the service. Any companies that can provide the ACSI methodology can respond to this solicitation and meet the SDVOSB set-aside requirement.

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