ACSI Survey - J_A 2026_Final.pdf

Federal Supply Schedule Sole Source Justification

This document is a Federal Supply Schedule (FSS) sole source justification executed by the Department of Veterans Affairs (VA), Office of Procurement, Acquisition and Logistics (OPAL), Enterprise Procurement Office (EPO), on behalf of the Veterans Health Administration (VHA), Office of Veterans Community Care (VCC). The VA proposes to issue a five-year Firm-Fixed-Price (FFP) FSS sole-source order to CFI Group USA, LLC to conduct three American Customer Satisfaction Index (ACSI) strategic customer satisfaction measurement surveys during each performance period, with an optional fourth survey. The surveys will gather feedback from Veterans and family members receiving services through the Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA), Spina Bifida Health Care Benefits Program (SBHCBP), and Veterans Community Care Program (VCCP). CFI Group USA, LLC will employ the licensed ACSI methodology and associated technology solutions to perform data collection, analysis, benchmarking, and reporting. The estimated total contract value, inclusive of all option periods, is redacted in the document.

The sole-source justification is predicated on CFI Group USA, LLC holding the exclusive right to provide the licensed ACSI methodology required for these telephonic surveys. Market research confirmed that CFI Group is the only source identified as licensed to provide the customized ACSI methodology and offers the required services under its GSA Multiple Award Schedule contract. The contracting officer determined that CFI Group's quoted pricing, based on its established FSS contract pricing, represents best value to the Government. The VA requested additional price discounts prior to order placement, but CFI Group did not offer further reductions and advised that its quoted pricing reflects negotiated FSS pricing. The justification indicates that VA will conduct updated market research before any subsequent acquisition to determine whether alternative methodologies or sources can satisfy the Government's requirements for standardized customer satisfaction measurement and benchmarking.