ASCI Survey J and A Final_.pdf

DEPARTMENT OF VETERANS AFFAIRS

Office of Procurement, Acquisition and Logistics (OPAL)

Strategic Acquisition Center (SAC) 10300 Spotsylvania Ave, STE 400

Fredericksburg, VA 22408

LIMITED-SOURCES JUSTIFICATION

(1) Identification of the agency and the contracting activity, and specific identification of the document as a "Limited-Sources Justification."

This justification for limited sources is executed by the Strategic Acquisition Center (SAC), on behalf of the Department of Veterans Affairs (VA), Office of Integrated Veteran Care.

(2) Nature and/or description of the action being approved.

The proposed action is a twelve (12) month firm-fixed price (FFP) Federal Supply Services (FSS) order to conduct three American Customer Satisfaction Index (ACSI) strategic customer satisfaction measurement surveys. These surveys will involve phone data collection projects aimed at gathering feedback from Veterans and their family members who receive services from three major programs: 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) programs. The contractor, CFI Group USA, LLC, located at 3916 Ranchero Dr., Ann Arbor, MI 48108, will employ a FedRAMP authorized technology solution to complete this work and provide results. This acquisition is conducted under the authority of the Multiple Award Schedule Program and will be awarded under the General Services Administration (GSA) Federal Supply Schedule (FSS). The FSSorder is issued as a sole source action to CFI Group USA, LLC, ensuring consistency and quality in data collection and analysis. ACSI surveys capture point-in-time, representative samples of Veterans and beneficiaries, enabling robust comparison to both private sector and federal peers, and measuring trust alongside satisfaction. The collected data will help set benchmarks, identify process improvement priorities, and guide senior leadership in resource allocation decisions to enhance overall satisfaction and trust in VA services.

The total estimated value of this action is

(3) A description of the supplies or services required to meet the agency’s needs (including the estimated value).

The proposed procurement involves gathering data for the three VA programs listed above to measure specific elements of the recipient/customer experience. This data will support customized satisfaction models for each program, aiming to identify process improvement priorities based on performance metrics and their impact on overall recipient/customer satisfaction. The analysis also seeks to understand how satisfaction with the programs influences trust in VA. While VA’s VSignals platform collects continuous, transactional feedback from Veterans and beneficiaries immediately after an interaction, it does not provide the periodic, statistically modeled, cross-agency benchmarking that the ACSI methodology delivers. ACSI measures point-in-time, program-level performance, capturing statistically representative data that allows for longitudinal trend analysis and national benchmarking against other federal agencies and the private sector. Together, they provide a comprehensive picture; VSignals identifies immediate operational fixes, while ACSI identifies broader systemic changes that drive long-term satisfaction and trust.

The gathered data will set benchmarks and guide senior leadership in resource allocation decisions. The total estimated value of this action is

(4) The authority and supporting rationale (see 8.405-6(a)(1)(i) and (b)(1)) and, if applicable, a demonstration of the proposed contractor’s unique qualifications to provide the required supply or service.

Federal Acquisition Regulation (FAR) Part 8.405-6(a)(1)(i)(B) justifies the continued use of CFI Group for conducting the ACSI survey methodology due to their unique qualifications and extensive experience. CFI Group is the only company licensed to use the ACSI methodology for phone surveys. The ACSI methodology is the only standardized cross-agency measure of customer satisfaction used in the Federal Government. This unique capability distinguishes CFI Group from other firms, as they possess the exclusive right to employ this specific methodology, which ensures high-quality data collection and accurate benchmarking. Their unique qualifications and specialized expertise make them the sole provider capable of delivering the required services under the ACSI methodology. VHA has collaborated with CFI Group since 2005, beginning with customer satisfaction measurement for CHAMPVA and subsequently expanding to include SBHCBP in 2013 and VCCP in 2024. CFI Group’s long-standing involvement and expertise with these programs have ensured consistency in obtaining high-quality data and setting accurate benchmarks. This specialized capability, along with their deep understanding of the specific needs and contexts of these VA programs is not prevalent in the marketplace, making CFI Group uniquely qualified to perform these services.

The consistency of our continued partnership with CFI Group has allowed benchmarks to be set and quality data obtained has guided decision-making by senior leadership.

VHA updated the survey questions last year for CHAMPVA and SBHCBP and developed the questions for VCCP. CFI group has been working on the survey for Veterans and family members since 2005. In addition, the survey questions utilized are authorized via the Office of Management and Budget for utilization until November 30, 2026. No other company will be able to become licensed to utilize the ACSI methodology, overcome the steep learning curve to familiarity with the programs, and complete the surveys by the end of this time period.