ATTACHMENT A - 15F06725Q0000257 - Statement of Objectives - Human Resources - Customer Service Traning.pdf
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- Attached to
- FBI-HRD Customer Service Training Federal contract opportunity
- Solicitation number
- 15F06725Q0000257
About this file
This Statement of Objectives (SOO) details a customer service training contract for the FBI's Human Resources Division. The FBI requires a contractor to deliver comprehensive customer service training for HR professionals, with a firm fixed-price contract for four training sessions accommodating 120 total attendees between July and September 2025. The training will be conducted via Microsoft Teams, with each one-day session lasting 4-6 hours and covering key customer service principles, interactive exercises, case studies, communication skills, problem-solving, and building rapport.
Key deliverables include a draft Performance Work Statement, a pre-training kick-off meeting, course preparation materials, training materials, course surveys, and post-training feedback. The contract period runs from 05/01/2025 to 08/30/2025, with a short-term lifecycle. The government point of contact is Courtney B Stokes (202-436-7928, cbstokes@fbi.gov). Specific training session content will include lectures, interactive scenarios, case studies, examinations, and will focus on customer service skills specific to HR professionals' contexts.
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Text version
Last Updated May 06, 2025, 05:18 PM UTC
UNCLASSIFIED
UNCLASSIFIED
FEDERAL BUREAU OF INVESTIGATION
Customer Service Training
Requisition Number: SHOP-PR-25-001635
Division(s): Human Resources Division
Statement of Objectives
Background
The Federal Bureau of Investigation’s background statement is detailed below.
Background Statement
The FBI’s mission is to protect and defend the United States against terrorist and foreign intelligence threats, to uphold and enforce the criminal laws of the United States, and to provide leadership and criminal justice services to federal, state, municipal, and international agencies and partners; and to perform these responsibilities in a manner that is responsive to the needs of the public and is faithful to the Constitution of the United States.
Employ and Recruit talent
Deliver comprehensive Customer Service training for HR professionals within the FBI
Scope
The Federal Bureau of Investigation’s scope is detailed below.
Contract Type
Firm Fixed Price
Scope Statement
The Federal Bureau of Investigation's HUMAN RESOURCES DIVISION requires the following product(s)/service(s):
Other/General Training
In support of TAPS Customer Service
Objectives
The Federal Bureau of Investigation’s objectives are listed below.
Objective 1
Customer Service Skills Training
UNCLASSIFIED
Talent Acquisition and Placement Section, Human Resources Division, FBI requires contractor support to deliver comprehensive customer service training to HR professionals within the FBI.
Objective 2
Course Preparation Review
Within 2 weeks after pre-training meeting (Kick-Off) the vendor shall formulate comprehensive course objectives, including an agenda and detailed training schedule to be delivered by Microsoft Word Document.
Objective 3
Training Material
Within 1 week after Course Preparation is complete, the vendor shall provide all necessary reading materials, including textbooks, and workbooks, by electronic mail to the Government POC.
Objective 4
Training Day / Hours
For each session, the vendor shall provide training within a one-day, no more than 4-6 hours between 8:30am-3:30pm.
Objective 5
Training Inclusion
-The contractor shall conduct 4 Sessions to accommodate a total of 120 attendees. Each session shall accommodate 30 attendees.
- The contractor shall use Microsoft Teams for Training.
-Sessions will be delivered between July 2025 to September 2025. Specific dates will be coordinated between the Government and Contractor.
-Customer Service Training (sessions) shall include:
-Lectures on Key customer service principles -Interactive exercises to practice scenarios HR professionals might encounter -Case Studies that highlight effective customer service strategies -Examinations to assess comprehension and retention of the customer service principles taught -Effective Communication Skills -Problem Solving within HR contexts -Building rapport with hiring managers and candidates
Objective 6
Provide Course Survey
At the conclusion of the Course session, via MS Teams Chats, the vendor shall provide a course survey to attendees. The survey shall include closed ended questions that require “Yes or No” answers.
Objective 7
Provide Training Certification
Within 1 week after course completion the vendor shall issue certificates of completion to attendees who successfully complete the training, via email.
UNCLASSIFIED
Deliverable Submission
Deliverable Name
Description
Deliverable Format
Deliverable Submission
Deliverable Name
Objective 8
Post-Training Meeting (after action assessment) with all parties
Within 2 weeks after completion of all training sessions, the vendor shall provide and receive feedback for completed training.
Additional Context
Deliverables
The Federal Bureau of Investigation’s deliverables are listed below.
Deliverable 1 (Draft Performance Work Statement)
Draft Performance Work Statement
Upon quotation/proposal due date; as indicated in the associated Request for Quotation (RFQ) or Request for Proposal (RFP)
Microsoft Word (unless specified otherwise in the associated Request for Quotation (RFQ) or Request for Proposal (RFP))
A Statement of Objectives (SOO) typically necessitates a contractor’s formal submission of a complimentary Performance Work Statement (PWS) for Government approval. As such, the contractor shall draft a Performance Work Statement in accordance with the objectives detailed herein. The submitted Performance Work Statement shall reference this document’s objectives, specify the tasks to be performed in order to meet those objectives, detail the measurable performance standards (acceptable quality levels) against which those specified tasks should be evaluated, and include all deliverables listed in this Statement of Objectives.
Deliverable 2
Pre-training meeting (Kick-Off) within 1 week of award
UNCLASSIFIED
Phone Number
Name
Anticipated Contract Lifecycle Type
Place of Performance
Period of Performance
Description
Deliverable Format
MS Teams
Provide and discuss training goals and materials to meet required deliverables
Additional Context
Place and Period of Performance
The Federal Bureau of Investigation’s place and period of performance is detailed below.
05/01/2025 to 08/30/2025
MS Teams
Short term (Less than One Year)
Government Representatives
The Federal Bureau of Investigation’s government representatives are listed below.
Government Point of Contact
Courtney B Stokes
202-436-7928 cbstokes@fbi.gov
Contracting Officer’s Representative
UNCLASSIFIED
Phone Number
Name
Phone Number
Name
Phone Number
Name
Courtney B Stokes
202-436-7928 cbstokes@fbi.gov
Contract Specialist
Contracting Officer
File details come from the government source that posted it. Updated .