Atch 7 CSS Task Order 0001 PWS Amend 2.pdf

Performance Work Statement

Customer Satisfaction Survey Service

GHC and DPS Surveys

Task Order 0001

27 August 2020

1. DESCRIPTION OF SERVICES:

The purpose of this task order Performance Work Statement (PWS) is to send Customer Satisfaction Surveys, related to up to four (4) stages for customer shipment(s) processed, moved or stored under DPS or GHC. (For example, the quality of counseling conducted by Government offices, whether the move is conducted by a contractor via a contract vehicle like GHC or conducted via a tender of service agreement via DPS, may be surveyed). The results from the CSSs will be used to assist the Government in evaluating the customer’s overall satisfaction and the contractor’s performance across some or all of the phases of each shipment (Attachment 1 includes projected DP3 survey totals).

1.1 Customer Satisfaction Surveys (CSS): CSSs will be sent to customers whose shipments were processed under DPS or GHC from entitlement counseling through shipment pack and pickup, storage, to delivery and the filing of a claim (if applicable). Surveys shall be solicited using mobile capable means (i.e. text, email, mobile friendly URL, mobile app, etc.). The CSS question(s) will be sent at up to four stages throughout the moving process, and each given phase may have one or more questions sent. Attachment 2 of the IDIQ Contract is provided as an example of survey questions to be used for HHG shipments processed under DPS or GHC.

Surveys will be triggered by Government authorized IT systems (Ref. PWS Para 1.3) and the results reported will feed into the Government Data Warehouse, Integrated Data Environment & Global Transportation Network Convergence (IGC).

Each CSS will be developed in four stages with each stage identified as Pre-Move Services, Physical Move Services, Post Move Services and/or Claims Services. Within 24 hours of receiving a trigger, the contractor shall initiate the applicable CSS to all customers identified in the trigger. Contactor shall only send surveys between 0800 to 1800 (based on customer’s time zone location), Monday through Friday. Surveys are not to be sent on weekends or holidays. As DP3 evolves, there may be a need to revise the customer satisfaction survey questions within the scope of this contract. The Contractor will work with the Government to develop new and/or revise existing survey questions for this task order.

1.1.1 Pre-Move Services. Contractor shall send a survey to the customer to assess origin services for timeliness and accuracy of counseling. Survey shall indicate if the customer was counseled by a contractor or government representative. The survey shall include a block for additional free-text comments with no less than 3,000 characters.

1.1.2 Physical Move Services. Contractor shall send a survey on origin services, including the timeliness and quality of packing, accuracy of inventory, courtesy of the packing and loading crew; contract services providers were clean, neat, easily identifiable as company employees and exhibited professional behavior. The survey shall include a block for additional free-text comments with no less than 3,000 characters.

1.1.3 Post Move Services. Contractor shall send a survey on destination services including timeliness of delivery, care and courtesy of the crew during unloading and unpacking, items were handled to protect against loss or damage, reassembled if disassembled at origin and debris was removed as required. The survey should also assess overall satisfaction with the moving company’s timeliness, courtesy, professionalism, and responsiveness in all phases of the move from first contact through delivery. The survey shall include a block for additional free-text comments with no less than 3,000 characters.

1.1.4 Claims Services. Contractor shall send a survey to customers on the claims process including responsiveness, timeliness of process and claims settlement satisfaction including a block for additional comments. This survey will only be sent to customers who file a claim.

The survey should include a block for additional free-text comments with no less than 3,000 characters.

1.2 Information Technology System: The contractor shall provide and maintain an IT system able to manage the volume of CSS surveys for all DP3 shipments. Contractor shall employ a system that protects any and all Personally Identifiable Information (PII) of customers, and possess the capability to generate monthly and ad hoc reports to be sent to Government data warehouse.

1.3 Systems Integration: The contractor shall interface its system with Government managed system(s) for the purpose of receiving survey triggers and providing CSS response data.

Contractor will provide an API for MilMove/DPS (or other government system(s)) to trigger surveys based on the data provided in the trigger. The API shall be flexible such that new surveys can be created and triggered based on the shipment data provided on the API. The contractor’s system shall include system failover and disaster recovery capabilities to mitigate degradations in system performance. Contractor shall provide CSS result data to a Government Data Warehouse, to include all trigger data, a unique survey ID created by the contractor’s CSS system, so the data can be associated in the data warehouse with the shipment and phase. Example data might include:

Triggers Field Format Rule Example UID Alpha numeric, up to 1024 chars

MilMove: Created by the system as a hash or similar process

DPS: Suggest creating by appending Service & Order Number

MilMove:

& Order Issue Date & Origin

GBLOC

Manual: Suggest similar to DPS, appending Service & Order Number & Order Issue Date & Origin

GBLOC

DPS: USMC-A8926-

20200402-CLPK

Manual: USMC- A8926-20200402-

CLPK

Survey ID Alphanumeric Unique, created by CSS TBD Phase Int >0

(counting #) Number that represents the phase {1, 2, 3, 4}

Line of Business

Alpha numeric Identify the question pool.

{HHG, }?

Customer (who is answering the question(s))

Alpha numeric Enumerated list of names and email.

Only one response is allowed per Survey ID, whoever completes it first is recorded.

John Doe, jdoe@whatever.com;

Jane Doe, janed@whatever.com

Entity Info (who provided the service)

Alpha numeric Procurement Instruments ID (PIID aka contract number)

Government Office ID (DODAAC/

GBLOC?)

Date Requested

Date Date/time stamp the trigger was sent

202004010215Z (1 Apr 2020 at

0215GMT)

Complete Boolean If the survey is not complete, this is false, once it is complete, it is true

TRUE = complete, FALSE = in progress

Triggering: Triggering shall primarily be via an interface (e.g. a web service), but manual triggering by an authorized user logging in to the CSS system shall be supported for times when the interface is not available (either due to outage or as a transition mechanism). In both cases, the same information shall be provided in order to properly trigger the survey. The intent is this metadata will be used to trigger the survey and also be carried with the survey and reported with the results. This is essential to proper analysis of the responses.

1.4 Data Transfer: The contractor shall transfer all CSS data and metadata to a Government Data Warehouse (currently IGC via the Global Exchange or GeX, subject to change over time).

New and updated CSS data and metadata shall be transferred no less than every 12 hours into the Government’s data warehouse.

1.5 System Availability: The contractor’s IT system shall be available 98% of the time. This mailto:jdoe@whatever.com mailto:janed@whatever.com will be computed by dividing hours of availability by the total hours in the month. Scheduled downtime shall be coordinated with the Government at least 48 hours prior to downtime start.

1.6 Reports. The Contractor shall provide an analysis of survey results by a monthly report.

Report shall be submitted in a mutually agreed upon format with the Government. Reporting of survey results will be through an interface to a Government specified data warehouse (IGC). In addition to the trigger and response data, the survey reporting shall include the survey transmission date/time to the customer, date/time the customer saw/received the survey, data/time the customer submitted the response. Only complete surveys should be sent to the data warehouse. Customers have up to one year to complete surveys. Separate reports are required for surveys solicited and completed for DPS and GHC moves. Reports should include the following:

1) Number of surveys sent, number of surveys returned, including a response rate for surveys returned (e.g. provides response rate based on all 4 stages (pre-move, physical move, post-move, claims (not just dividing received by sent per month).

2) Overall score received (on the likert scale) by stages (pre-move, physical move, post-move, claims).

3) Overall scoring results for individual questions grouped by each stage. Indicate any trends in survey response rate. (For example, Overall, increases/decreases in ratings/response rates).

4) Trend analysis of all free text comments. (similar/same comments should be grouped in the analysis).

1.7 Ramp-up. The contractor will initiate their approved ramp-up plan submitted with their proposal. Contractor will have 90 days to ramp up performance. During the 90-day period the contractor is expected to complete activities in the timeframes indicated in the accepted contractor ramp-up plan. Any future task orders requiring an interface with an additional IT System(s) for purposes of receiving triggers will contain a ramp-up period of 90-days to accomplish system interfaces and testing at the price established in the IDIQ.

1.7.1 Development of surveys by line of business and phase. The surveys shall be created in coordination with the Government based on the line of business and phase. Some example survey questions are included in Attachment 2 of the IDIQ contract. The survey question bank shall be validated using the manual triggering process and online / downloadable reports. One downloadable report shall contain all data elements planned for transition to the data warehouse and in a format useful for analysis or importing (e.g. CSV, Excel, etc.)

1.7.2 IT System. The contractor’s IT system shall receive survey triggers from the Government managed IT system(s), process data for surveys and send CSS data to Government data warehouse (IGC) not later than task order start date. System testing for this capability will be available at the start of ramp-up.

1.7.2 Ramp-up Reports. Contractor shall submit bi-monthly (twice per month) reports including status of all PWS tasks commencing 2 weeks after contract award through ramp-up period. All reports shall detail the contractor’s progress toward accomplishing necessary tasks to begin performance on start date of the base period.

1.8 Post-Award Meeting. The contractor shall attend a Government-hosted post-award meeting at a Government identified location as scheduled by the Government upon award.

1.9 Data Rights. The Government has exclusive rights to any and all survey results, data, and reports created by the contractor, as well as any data analytics generated from the survey data. The Government reserves the right to share this information with any third party and further contract for other data analytics. The Contractor shall not have any ownership interest or rights in the data it produces and must turnover all data at the Government's request. Furthermore, the Contractor shall not assert any claim of ownership against the Government on the reports it produces on the Government's behalf. Once any such report is in the Government's possession, the Government may reproduce the data, the report, and any data analytics in any manner that fulfills a government purpose.

2.0 SERVICE DELIVERY SUMMARY (SDS)

Contractor shall perform the identified deliverables below. The SDS represents the most important task order objectives. While the contractor is fully expected to comply with all requirements in the PWS, the Government’s assessment of contractor performance will mainly focus on the performance objectives listed in the SDS. The performance objectives identified in the table below will be included in the evaluation process for meeting the requirements outlined in the PWS and considered in the annual Contractor Performance Assessment Reporting System ratings.

Performance Objective PWS Task #

Frequency Performance Threshold

Customer Satisfaction Surveys

1.1.1, 1.1.2, 1.1.3, 1.1.4

Surveys are sent at 4 stages identified throughout the movement process.

98% of all surveys are sent within 24 hours of receiving trigger

Response Rate for CSSs sent

1.1.1, 1.1.2, 1.1.3, 1.1.4

Monthly Response Rate for all CSSs sent => 40% total surveys sent (includes all stages)

Response Rate for CSSs sent per stage

1.1.1, 1.1.2, 1.1.3, 1.1.4

Monthly Response Rate for CSSs sent per stage => 30%

Report that contains CSSs sent and analysis of respondents feedback

1.6 Monthly 99% of all reports

submitted by 15th of the month except when the 15th falls on a weekend/holiday report will be due next government business day

(GBD).

Data Transfer (e.g.

unique ID, type, score, date sent, date responded)

1.4 Sent to data warehouse

every 12 hours.

Data and Metadata are sent 98% on time.

Cyber-Incident Reporting

4.2 Provide timely cyber-

incident reporting.

No more than one late cyber-incident report or unreported cyber-incident in a twelve (12) month period.

3.0 GENERAL INFORMATION

3.1 TYPE OF ORDER. The Government anticipates award of a Firm Fixed Price (FFP) IDIQ contract.

3.2 PERIOD OF PERFORMANCE. The period of performance shall be for one (9 month) Base period and up to four (4) option periods of twelve (12) months each:

Base Period: 1 Jan 21 – 31 Mar 21 (Ramp-up) and 1 Apr 21 – 30 Sep 21 (Surveys) Option Period 1: 1 Oct 21 – 30 Sep 22 Option Period 2: 1 Oct 22 – 30 Sep 23 Option Perion 3: 1 Oct 23 – 30 Sep 24 Option Period 4: 1 Oct 24 – 30 Sep 25

3.3 PLACE OF PERFORMACE. The primary places of performance will be the contractor’s facility.

3.4 GOVERNMENT FURNISHED PROPERTY/INFORMATION

The Government will provide the necessary data that will act as a trigger to the contractor to send each CSS.

3.5 CONTRACTING OFFICER’S REPRESENTATIVE (COR)

This task order will be monitored by a government representative; that individual will be designated and appointed prior to award.

3.6 SECURITY REQUIREMENTS

The Contractor will be fed information from a third party system that identifies when each CSS is to be sent.

Attachments:

1. Projected DP3 survey totals