RFQ _Attachment_1_-_SOW.doc

STATEMENT OF WORK

F15PS00081, Customer Service Training Program Design in support of the

National Wildlife Refuge System Ambassador Program

Requirement: The U.S. Fish and Wildlife Service (FWS) has a requirement for the design of a customer service training program in support of the National Wildlife Refuge System (NWRS) Ambassador Program. This customer service training program will provide the FWS workforce with practical, agency-specific tips and techniques to deliver outstanding, memorable customer service to NWRS visitors, constituents, and coworkers. Training content will encompass external and internal customer service principles, standards and agency expectations. It is directly focused on skills development and establishing customer service as a priority for the entire NWRS workforce (including volunteers, friends groups, contractors and partners). The program will be tailored for FWS staff to serve one another and constituents in the unique settings, situations, and conservation duties in which they engage. The training will be delivered to thousands of FWS employees, volunteers and partners throughout the United States and its territories. Through a combination of in-person and online elements, the training program will be flexible, suited for individual learning, small (2-10 persons), or medium (11- 50 persons) group participation.

I General Description The objectives of the NWRS Ambassador Program are to train the FWS workforce:

· To deliver excellent customer service – the best of any Federal public lands agency - to visitors, the American public, partners, and coworkers in a coordinated, consistent, and sustained effort

· To use interpretation principles to present the FWS and the conservation work we do to the public in relevant and positive ways

· To develop office and field station-level community action plans that improve customer service behaviors to target audiences (e.g., visitors, coworkers, etc.) in measurable ways

· To understand and apply tourism and hospitality industry principles and best practices with coworkers, colleagues, visitors, and the public

· To integrate customer service core values that become ingrained in FWS culture

Anticipated training outcomes are:

· To enhance FWS workforce morale, loyalty and job satisfaction

· To build broader public awareness, understanding, and support of the NWRS

· To improve customer service in situations and settings where there are deficiencies

· To maintain superior visitor satisfaction levels

· To develop evaluation metrics to assess post-training customer service knowledge and delivery

· That the Ambassador Program becomes a successful recruitment tool for FWS volunteers and Friends organizations The training program will aim for 100% participation of FWS NWRS staff, friends and volunteers. Training will consist of multiple delivery modes; employ a combination of online and in-person modules; and be suitable for groups or individual participants.

II Program Description The training program will be delivered in different levels, from basic principles and practices that all FWS employees should follow to more advanced and/or specialized elements geared toward particular workforce audiences.

Connections 101: Customer Service Basics and Best Practices in the U.S. Fish & Wildlife Service

This module will be available to every FWS employee, volunteer, and partner, and serve as the foundation to achieve the program objectives and outcomes as outlined above. It will function as the prerequisite course for all future, additional Ambassador Program training modules. Content and instruction will be sufficient to enable individual employees and the overall agency to make measurable improvements in customer service delivery. The basic training will focus on consistent, universal customer service skills instruction for the entire workforce using the following general guidelines:

· The Connections 101 course will consist of approximately 3 hours of online instructional materials and scenarios, and 1 to 3 hours of in-person training/assessment/planning.

· The online materials will consist of approximately 6 separate units of roughly 45 minutes each, which present a consistent, clear foundation to customer service delivery for the entire FWS workforce.

· The in-person training will be facilitated by local staff, using a contractor-supplied instructional notebook/guidebook (digital format with optional printable activities and worksheets) and materials. These materials will enable individual locations and participants to assess and discuss current situations, and develop site-specific action plans to improve customer service.

· Training will use common FWS scenarios and be participant-centered; offer practical skills application; use interactive components where possible; and strive to include entertaining and fun elements. The training program will be available for testing at up to 8 pilot locations within 5 months of contract start date. Upon pilot program completion and evaluation, appropriate revisions will be made and the final program will be available.

· The training will offer a blend of existing training materials from any existing contractor-owned sources and new materials developed by the contractor.

· The Connections 101 module will enable participants to complete it within 4-8 hours, with subsequent annual refresher training requiring approximately 1-4 hours per employee per year.

Connections 201: Delivering Great Customer Service for Front Line Staff, Volunteers, and Friends

· Connections 201 will focus on training for front line employees and volunteers who interact with the public daily or frequently. It will require a basic module that is appropriate for all FWS employees that regularly engage with visitors or constituents, and specialized modules for specific audiences, settings, or situations (e.g., wage grade series, biologists, law enforcement officers, customer service leaders and champions, etc.).

· Connections 201 content can consist of existing front line customer service training programs and products, supplemented with FWS-specific content and scenarios.

Training will include instruction on the following topics:

· The importance of physical appearance and maintenance of public roads, parking lots, trails, signs, fences, and facilities

· Effective welcoming/orienting visitors to our public locations

· Best use of signs, publications, websites, social media, and telephone interactions to communicate with visitors and the general public

· Successful ways to communicate and collaborate with community leaders

· Developing strategies and skills to increase public understanding and/or compliance with FWS management priorities, laws, policies and procedures

· Handling challenging situations and dissatisfied customers

· Training modules will be presented through distance learning/online modes to individuals/groups, and in-person to specialized audiences through FWS trainers or Ambassador Program facilitators.

· FWS staff from varied job series (e.g., law enforcement, Friends groups, volunteers, and wage grade) will be trained to present Connections 201 instruction to specialized audiences in existing training courses.

· Launch initial 201-level training by December 1, 2015.

III Contractor Responsibilities The contractor will supply all content and instructional materials for the 101-level customer service training program, which equips the FWS workforce with knowledge and skills to offer the highest level of customer service of any federal public lands management agency. Specifically, the contractor will supply a training program and associated modules to be:

· Relevant – relate to the tasks employees perform and the settings in which they work, the mission of the FWS, and the service expectations of the workforce and the public which they serve. The program will benefit individual participants, the audiences with which they engage, and the FWS.

· Flexible – accommodate a large and diverse workforce scattered across eight times zones, in rural to urban areas, with different schedules and availability.

· Engaging – use agency-specific training scenarios and infuse humor into the training.

· Economical – train potentially thousands of FWS employees, volunteers, contractors, interns, and partners at low cost to the agency.

· Sustainable – design a straightforward, easy to offer program providing tangible and measureable benefits to multiple audiences, creating a culture of customer service that becomes a permanent part and identifying characteristic of the Refuge System and FWS.

The contractor will use examples from his/her past experience in the area of corporate customer service and management to add to the material he/she will include in the training course. The training may include presentations, examples, exercises, and instructor guidance.

Deliverables:

1. The contractor will work with the responsible FWS Refuge System Ambassador Program project leader and other program leaders to develop training modules and instructional materials for the Connections 101 and 201 level training. Guidance will be provided by project leader and other team members regarding the contents of the training modules and how the contractor’s materials should integrate with future levels of the Ambassador Program. The lesson plans must be reviewed and approved by the responsible course leader and design team two months prior to the start of the course;

2. The contractor will work directly with the responsible course leader on issues such as travel, meeting locations, production facilities, course materials and supplies, and any other issues involving delivery of the training. Final instructor notebook materials, including presentation slides, references, and exercises will be provided to the project leader two months prior to the start of the pilot training programs;

3. The contractor will deliver the training modules and instructor materials pursuant to established objectives and outcomes in a manner that follows the application of adult learning principles and experiential learning techniques. Training will be delivered to increase the participants’ knowledge and skills in each of the areas targeted for instruction;

4. Effectiveness will be measured through participant course evaluations and field station/office action plan evaluations, using evaluation materials delivered by the contractor;

5. Within 7 days of completion of the training, the contractor will provide the FWS with an itemized invoice, with copies of receipts, and a brief report on how the training went, including any significant issues and/or concerns.

Ambassador Program Project Leader and Team Responsibilities:

1. Provide contractor with all necessary information and materials for training delivery, including audience segments, participant background information, Refuge System visitor satisfaction surveys, and logistical information such as training sites, best travel routes, and suggested lodging (Note: The maximum lodging and per diem at the local government rate, as outlined in the GSA schedule, is currently $123 per day;

2. Provide printing of approved instructor manual and materials (including any CDs, DVDs, presentation slides, reference materials, exercises and agendas);

3. Provide recording facility and FWS staff assistance to include classroom and audio-visual equipment for module production;

4. Provide lesson plan guidance, and participant manual; and

5. Provide the contractor with a narrative summary of the participant training program evaluations 2 weeks following the pilot training courses and 8 weeks following the first full year of program delivery and implementation.

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