Cust Sat Survey Recompete Instr_to_Offerors.doc

DATE:

July 1, 2010

TO:

Potential Offerors

FROM:

Victor Cairo, Contracting Officer

RE:

Combined Synopsis/Solicitation ED-FSA-10-R-0050 Request for Proposal (RFP) for Customer Satisfaction Survey Services

The U.S. Department of Education, Office of Federal Student Aid (FSA) is seeking services for detailed customer service studies to assess satisfaction with its key aid delivery products and services as described in the attached Statements of Work (SOW) (Attachment A and Attachment B). A Firm-Fixed Price (FFP) IDIQ will be awarded in accordance with the provisions contained in FAR Part 12 Acquisition of Commercial Items.

INSTRUCTIONS TO OFFERORS

a. Prepare and submit, via email, a proposal prepared in accordance with the guidance contained in the instructions described in this section.

b. Proposals are due on July 16th, 2010 NLT 2 p.m. Each proposal shall consist of three (3) parts, described below, which align to the three (3) evaluation factors:

(1) Past Performance and Experience (Part 1) - Using Attachment C, provide two (2) references to demonstrate successful performance on contracts for work of similar size, scope, and complexity as tasks described in the Statements of Work (SOW), Attachments A and B. Each reference shall not exceed three (3) pages in length.

(2) Technical and Management Approach (Part 2) - The technical proposal shall include, at a minimum, the following:

a) Ability to benchmark customer satisfaction scores to a national index, that is widely used by marketing research professionals and economist and is available to all, including the general public.

b) Approach in developing and conducting customer surveys. Also describe approach for modeling results and recommending improvements as well as, reporting and analytical capabilities needed for this effort. The model discussion should include how identified areas of improvement could affect downstream customer satisfaction.

c) Demonstration of ability to meet technical requirements of the FOTW web questionnaire and reporting portal within a short time-frame. The FOTW web questionnaire shall be implemented no later than January 1, 2011. Offeror’s systems must be able to accommodate existing technical specifications provided by the FOTW application contractor regarding the transmission of key demographic data (Appendix B of SOW).

(3) Pricing (Part 3). Each offeror shall complete Section D Pricing Schedule of the RFP, for all line items, which shall be performed at the contractors’ facility. If the offeror anticipates incurring travel costs in the performing these services, provide an estimate of these cost and rational.

c. Each proposal shall be submitted, via email, to victor.cairo@ed.gov and soo.kang@ed.gov by the due date and time.

Each proposal shall be no more than 15 pages including graphics, tables, and the table of contents.

Each submission shall be prepared using Microsoft Office Professional suite software applications and font 12 point (tables and graphic can have 10 point font).

d. All questions regarding this RFP shall be submitted to Victor Cairo, the Contracting Officer at victor.cairo@ed.gov and Soo Kang, the Contract Specialist at soo.kang@ed.gov prior to 1:00 pm EST on July 07, 2010.

Attachments:

A. Statement of Work, Task Order 0001 FAFSA on the Web On-line Survey B. Statement of Work, Customer Satisfaction Survey Services

C. Client Reference Form