ACSI Survey - JA FAR Part 8 2026_Final.pdf

This is a Federal Supply Schedule (FSS) Sole Source Justification document 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 will use the licensed ACSI methodology and associated technology solutions to perform data collection, analysis, benchmarking, and reporting. The acquisition will be placed under CFI Group's GSA Multiple Award Schedule contract as an FSS sole-source action. The estimated total value of the action is redacted but inclusive of all option periods.

CFI Group USA, LLC is the only source capable of satisfying VA's requirement because it holds the exclusive right to provide the licensed ACSI methodology required for the surveys. Market research confirmed CFI Group is the sole source identified as licensed to provide the customized ACSI methodology, and no other GSA schedule holder possesses the legal right and capability to deliver the required ACSI methodology. VA has used CFI Group for ACSI measurement since 2005. The Contracting Officer determined the order represents best value to the Government based on established FSS contract pricing and the unique requirement for the licensed ACSI methodology. VA will conduct updated market research before any subsequent acquisition to determine whether alternative methodologies or sources can satisfy future requirements.