ESM_Attachment 2 Historical Data Final.pptx

PPTX presentation 2 MB Posted Jul 5, 2022

Attached to: Enterprise Sales and Marketing Solution Federal contract opportunity
Solicitation number: 2031JG22R00025
Issued by: Department of the Treasury Departmental Offices

About this file

Written by GovTribe AI · Dec 30, 2023

This document provides historical data and customer metrics for an Enterprise Sales and Marketing Solution solicitation. The United States Mint seeks an end-to-end solution to administer its numismatic retail program through an integrated order management system, eCommerce platform, point-of-sale system, customer relationship management, and business-to-business online ordering. The solution must include contact center functions and equipment, a fulfillment warehouse, receiving and shipping capabilities, sales analytics, fraud detection, and system and product security integrated with Mint systems. The document outlines customer volumes, order channels, top selling products, inventory levels, fulfillment metrics, and detailed customer satisfaction measurements from fiscal years 2019 through 2022 for the Mint's direct-to-consumer sales operations.

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Amendment 002 Solicitation 2031JG22R00025.xlsx	XLSX spreadsheet	Aug 23, 2022
ESM_Attachment C-1_VPAT Template.doc.docx	DOCX document	Aug 11, 2022
REVISED United States Mint Request for Prosposal Solicitation 2031JG22R00025 Enterprise Sales and Marketing Solution.pdf	PDF	Aug 11, 2022
ESM_Attachment 10_Contractor Performance Questionnaire_Final.docx	DOCX document	Aug 11, 2022
Amendment 001 Solicitation 2031JG22R00025.xlsx	XLSX spreadsheet	Aug 11, 2022
United States Mint Request for Prosposal Solicitation 2031JG22R00025 Enterprise Sales and Marketing Solution.pdf	PDF	Jul 5, 2022
United States Mint Request for Proposal ESM Solicitation 2031JG22R00025.doc	DOC document	Jul 5, 2022
ESM_Appendix D USM Internal and External Systems Interface Descriptions Final.xlsx	XLSX spreadsheet	Jul 5, 2022
ESM_Attachment 7 Operational Cost Scenario Template Final.xlsx	XLSX spreadsheet	Jul 5, 2022
ESM_Attachment 11 Contract Release-Form 7510 Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 12 Sample Labor Categories and Descriptions Final.docx	DOCX document	Jul 5, 2022
ESM_Appendix A 1 Functional and Business Requirements Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 8 Overall Factor and Sub Factor Weighting Final.pptx	PPTX presentation	Jul 5, 2022
ESM_Appendix A 2 Functional and Business Requirements Workbook Final.xlsx	XLSX spreadsheet	Jul 5, 2022
ESM_Appendix B Deliverables and Content Requirements Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 5 System Security Control Baselines Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 9 Management and Technical Section L and M Final.pptx	PPTX presentation	Jul 5, 2022
ESM_Appendix C Go-Live and Full Operational Capability Definitions Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 1 Statement of Objectives Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 3 Key Performance Indicators Final.docx	DOCX document	Jul 5, 2022
ESM_Attachment 4 Pay.Gov Technical Overview Final.pdf	PDF	Jul 5, 2022
ESM_Attachment 6 Pricing Template Final.xlsx	XLSX spreadsheet	Jul 5, 2022
ESM_Attachment 10 Contractor Performance Questionnaire Final.docx	DOCX document	Jul 5, 2022

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United States Mint HISTORICAL DATA ESM RFP – Attachment 2

TABLE OF CONTENTS

CUSTOMERS, ORDERS, UNITS & REVENUE

CALL, EMAIL & CHAT VOLUMES

FIVE BUSIEST CALL VOLUME DAYS – FY 2021

CALL CENTER OFFLINE TASK VOLUMES

FRAUD STATISTICS

Calendar Year 2021

INCOMING CALL REASON REPORT

FY ’19 – Total Calls 320,429

FY ’20 – Total Calls 246,605

FY ’21 – Total Calls 469,566

ORDER/SALES VOLUME & REVENUE BY CHANNEL

ORDERS

UNITS

REVENUE

Average Order Value

FY ‘19 = $342.55

FY ‘20 = $394.00

FY ‘21 = $724.00

AUTHORIZED BULK PURCHASE PROGRAM

Launched January 2021 NOTE: The ABPP program requires 3 years participation in the Numismatic Bulk program with 2 years of net revenue over $500K. Based on FY ‘21 transaction dates (not when revenue is recognized).

PICK, PACK & SHIP VOLUMES

RETURNS PROCESSING VOLUMES

DETRASH

Breakdown of Products into Component Parts FY ‘18 – FY ‘22 YTD (Through January 2022) NOTE: Due to impacts around Covid-19, detrash activity for FY ‘20 & FY ‘21 were much lower than previous years. Activity was reinstated in FY ‘22.

OUTBOUND SHIPPING

FY ’21 Freight Breakdown

NOTE:

The heaviest average pallet weight is 3791 lbs. based on the transportation shipping request. Pallet weight will vary by product.

One SKU per pallet One SKU per case

POINT OF SALE

RETAIL STORE SALES

Headquarters – Washington, DC

FY ‘19 - $ 9,826,345.49

FY ‘20 - $ 966,713.00

FY ‘21 - $ 10,544.00

ARAMARK LOCATIONS/SALES

Philadelphia Mint

FY ‘19 - $ 9,771,752.14

FY ‘20 - $ 2,413,365.12

FY ‘21 - $ 0

Denver Mint

FY ‘19 - $ 8,605,261.07

FY ‘20 - $ 1,412,758.74

FY ‘21 - $ 0

CONVENTION SALES

FY ‘19 - $ 7,584,602.14

FY ‘20 - $ 1,770,210.48

FY ‘21 - $ 0

CONVENTIONS (6-10 SHOWS PER YEAR)

MOST POPULAR CITIES (Since 2013) Orlando, Florida Long Beach, California Rosemont, Illinois Baltimore, Maryland

BOOTH COMPONENTS*

(27) 12’ x 8’ Large Walls/Panels

(2) ID Towers

(1) Reception Desk

(1) Cash Wrap/Check-Out Register

(4) Customer Service Counters

(4) Acrylic Display Cases

(1) Pedestal *Note: Above components are stored in 12 large wooden crates at vendor’s warehouse location.

SHIP DISTRIBUTION BY STATE

“SHIP TO” COUNTRIES

Distribution by Country – FY ‘21 The United States Mint ships most products to the geographical locations listed above. This list is subject to change without notice.

TOP SELLING NUMISMATIC PRODUCTS

FY 2019

Apollo 11 50th Anniversary 2019 Proof Silver Dollar Uncirculated Coin Set 2019 Silver Proof Set 2019 American Eagle 2019 One Ounce Silver Proof Coin Proof Set 2019

FY 2020

American Eagle 2020 One Ounce Silver Uncirculated Coin Proof Set 2019 Silver Proof Set 2020 American Eagle 2020 One Ounce Silver Proof Coin Proof Set 2020

FY 2021

American Eagle 2021 One Ounce Silver Uncirculated Coin Peace 2021 Silver Dollar American Eagle 2021 One Ounce Silver Proof Coin Silver Proof Set 2021 Proof Set 2021

MAJOR COIN DROP ANALYSIS (Web Traffic Only) American Eagle Reverse Proof 2-Coin Set On Sale Date – 9/13/21 @ Noon

COMMERCE SITES

Users, Sessions, Page Views

NOTES

On average, content is updated on a daily basis Routine updates include posting new products, pricing updates, image updates, content updates and removal of products.

Substantial updates (layout changes, new functionality) are managed on a monthly build schedule and are substantial and fast moving.

SMS MESSAGES

FY ‘21

RML = “Remind Me Later” messages

EMAIL MESSAGES

REMIND ME LATER (RML) SIGN-UPS

Top 10 SKUs and Total Volume Data Pulled 2/2/22

ENROLLMENT ORDERS

As of 2/16/22

AMAZON MARKETPLACE SALES

Launched 8/4/2021

PAYMENT METHODS

PERSONALIZATION

Launched November 2020

GIFT PACKAGING

GIFT CERTIFICATES

INVENTORY & SKUs

NOTES

Product/Pricing Update Frequency Applicable SKUs are currently reviewed each week for pricing updates.

All platinum, palladium, and gold products are reviewed weekly for changes in the market that might require repricing.

Products containing silver are monitored and pricing changes may occur with large fluctuations in the metals market.

Precious Metal Storage Precious metal in storage is 14% of all product pallets.

Warehouse Storage Current warehouse square footage is 110,000 sq ft.

*This data represents a snapshot of available inventory for three specific dates.

CY 2022 PRODUCT SCHEDULE

ACCOUNTS RECEIVABLES (AR) & LIABILITIES

	FY 2019	FY 2020	FY 2021
AR PUBLIC	$3,026,216.51
$243,071.30	$1,042,720.05
AR CREDIT CARD	$729,259.46
$3,391,411.87	$3,225,446.55
Unearned Revenue	$(151,822.25)	$(24,405.25)	$(4,825,567.45)
Monies Due Customers	$(496,596.87)	$(496,629.38)
$(3,180,127.42

Below are the FY ending balances

Customer Satisfaction Measurements (CSM)