CACS_FBO_Industry_Day_Attachment_2_Final_10-15-2018.pdf

D.O.J. Office of Justice Programs FY19 CACS Industry Day Attachment 2

Communications and Customer Service Market Research Requested Information

Background/Scope

The following areas describe the broad range of functions and tasks that the Government envisions the contractor supporting under the CACS effort:

1) Communications services: original writing; editing; graphic design and layout;

videography/photography; communications coordination; web, digital, and social media content development; and web content update and posting support using existing systems developed and supported by a separate information technology vendor.

2) Marketing services: day-to-day marketing planning and strategy development; marketing dissemination and support; social media dissemination support; campaign development and implementation for new initiatives; and live and virtual conference support.

3) Customer Service: multi-channel customer response center management; virtual library management; online research and taxonomy support services; live and virtual conference exhibition and web content update and posting support using existing systems developed and supported by a separate information technology vendor.

4) Program management and shared services coordination.

5) Performance measurement and analytics including customer feedback

Assumptions for consideration include:

• OJP communications, marketing, and customer service support services should be based on a strategic approach based on a defined lifecycle (i.e., need, audience, strategy, create, deliver, measure).

• Increase relevance of OJP information and knowledge created, developed, and disseminated by ensuring it’s relevant, on-time, and useful to customers.

• Increase collaboration within and across OJP programs and offices for improved information development and dissemination.

• Drive content to customers how they want it and in the format that best meets their needs and preferences, continually leveraging feedback to improve services and knowledge transfer (e.g., using a multi-channel/multi-format delivery model, packaging/aggregating information across programs/offices/bureaus as appropriate).

• Increase availability of comprehensive information by delivering information through new channels that allow customers to receive OJP information anywhere at any time and to re-use information to make strategic changes in service delivery.

• Enable OJP to adopt proven industry best-practice communications methods and techniques in order to continually provide OJP customers and stakeholders with useful and timely information while maintaining accountability and cost effectiveness.

• Develop and implement a strategic approach that is flexible and responsive to changing priorities and workloads without sacrificing quality, timeliness, or cost.

• Support OJP’s need to disseminate timely and comprehensive information in ways that address customer’s specific needs.

• Define and measure key performance indicators to gauge and compare performance in terms of meeting communications, marketing, and customer strategic and operational goals.

Requested Information

1. Describe (in measurable terms) results for an enterprise-wide solution your company has provided in support of the general requirements listed above. Your response must clearly demonstrate the Return on Investment (ROI) to the process owner and the client.

2. Describe your approach to operating in an environment with tight timelines and sometimes unrealistic expectations with respect to delivery schedules and overall ROI (operational and/or financial).

3. Describe your approach to the simultaneous management of multiple high priority projects given the organizational / environmental concerns in question #2 above.

4. How would you build (or how have you built) a process of continuous improvement in a diverse organization such as the OJP? What are the keys to success?

5. What is your approach to dealing with organizational barriers and fear of change?

The response should include the following information clearly identified:

• Vendor’s name, address, points of contact information, website, DUNS, and cage code.

• Vendor’s current business designation and size status.

• Vendor’s applicable GWAC (i.e. Federal Supply Schedule(s))

• Vendor may offer other applicable North American Industry Classification System (NAICS) code assignments for these services, if applicable

• Tailored capability statements do not need to address all general areas of this requirement.

Vendors are encouraged to address those requirements which most align with their capabilities by submitting appropriate documentation supporting claims of organizational and staff capability.

The vendor should clearly indicate which general areas of this requirement are being addressed in its submission.

o If subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements.

o The capability statement may include suggestions for the type of contract structure that would best suit the broad range of functions and tasks described herein.

Submission Format, Time and Date

Responses are due no later than 11:00AM EST, Wednesday, November 14, 2018 and should be e-mailed to CACSS.RFI@usdoj.gov. The Vendor may choose the format of response as long as it can be e-mailed (e.g. weblink, slide deck, PDF). Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions.

mailto:CACSS.RFI@usdoj.gov

Disclaimer

The information requested is for information and planning purposes only and shall NOT be construed as a solicitation or as an obligation on the part of the Government. This announcement does not constitute an Invitation for Bids (IFB), Request for Quote (RFQ), or a RFP, and it should not be construed as a commitment of any kind by the Government to issue a formal solicitation or ultimately award a contract.

This notice does not obligate the Government to award a contract or otherwise pay for the information provided in the response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any concern responding to this notice should ensure that its’ response is complete and sufficiently detailed to allow the Government to determine the concern’s qualifications to perform the work.

Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis and solicitation MAY be published.

However, responses to this notice will not be considered adequate responses to a solicitation.

The Government will NOT accept requests for meetings or briefings, and may not answer any questions posed. No phone solicitations or email with regards to the status of a potential RFP will be accepted prior to its release. Information and materials submitted in response to this notice WILL NOT be returned.

The Government does not intend to award a contract on the basis of responses received nor otherwise pay for the preparation of any information submitted.

As a result of this notice, the Government MAY issue a RFP. There is no solicitation available at this time. However, should such a requirement materialize, no basis for claims against the Government shall arise as a result of a response to this request or the Government’s use of such information as either part of our evaluation process or in developing specifications for any subsequent requirement.

CONFIDENTIALITY: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s).