Requirements - Survey Platform 2025 - Final v2.docx

Requirements Checklist Requiring Activity: MPMB – Business Analysis Division Requiring Activity Point of Contact (POC):

· Brian Myrick, brian.myrick@deca.mil, x 48371

· Amber Almond, amber.almond@deca.mil, x 86239

· Nicholas Butorac, nicholas.burtorac@deca.mil, x 48402 Requirement Description: Survey Platform for customer and employee facing surveys.

Is this a new requirement: No. Contracts have been through Verint/ForeSee since 2019, currently a direct purchase from GSA on contract GS-10F-0044W and Order Number HQC00525F0017 under Kristine Castelow and Christina Ellison with annual cost of $173,117.00.

· Requirement fulfills DoDI 1330.17, Enclosure 6, 4b & 4e, (p.37-38), as well as HR requirements to fulfill DoD requirements for employee surveys.

Requirement Details:

· Required Start Date: 01/17/26 – allows contractor to establish all requirements, integrate historical data, and map all dashboards/KPIs and ensure no down time for surveying. A 30 day overlap of contracts should ensure no down time.

· Cannot have down time due to DoDI and congressional level reporting requirements.

· Proposed Performance/Delivery Periods:

· Location: Agency.

· Estimate: <$250k annually ($173,117.00 is current cost of contract through Verint/ForeSee since 2019, currently a direct purchase from GSA on contract GS-10F-0044W and Order Number HQC00525F0017).

· What type of requirement is this? Service (SaaS).

If supply please address the following:

· Characteristics: NA.

· Delivery: NA.

If service please address the following:

· Scope: To implement and maintain a scalable, cloud-based survey platform capable of capturing, analyzing, and reporting on customer and employee experiences across DeCA’s operations. The system will deliver actionable insights that improve service quality, customer satisfaction (CSAT), loyalty (NPS), and employee engagement (ESAT).

· What are the specific performance requirements?

Experience Requirements

· The vendor must have significant experience working with grocery retailers, enabling them to provide expert guidance on survey design, question formulation, and data analysis tailored to the grocery retail sector.

· Vendor must also have current history working with the US Federal Government, ensuring they have necessary understanding of all requirements necessary to function with a government agency.

System Performance & Reliability

· The platform must maintain a minimum uptime of 99.9%, support high volumes of concurrent users, and manage large data sets without performance issues.

· All system or survey-related issues must be immediately reported to DeCA and resolved within 24 hours.

· The platform must be cloud-hosted with capabilities for auto-scaling and regular backups.

· It must be compatible with major web browsers (Chrome, Firefox, Safari, Edge, etc.) and accessible and optimized for both desktop and mobile devices.

· System should fulfill all cybersecurity requirements and be FedRamp compliant.

Survey Platform Features

· Survey Creation & Customization

· Provide intuitive tools to design custom surveys that are engaging and easy to use for both designers of all expertise and survey participants.

· Support for both Customer Experience (CX) and Employee Experience (EX) survey types.

· Include a library of pre-built templates (e.g., NPS, CSAT).

· Support various question types: multiple choice, Likert scale, open-ended, rating scale, dropdown, checkbox, date picker, matrix, etc.

· Enable advanced logic, including skip logic/branching, display logic, question piping, answer masking, randomization, etc.

· Allow branding customization including logos, colors, and themes.

· Ensure responsive design for optimal mobile experience.

· Surveys must be distributable via email, SMS, embedded links, websites, and social media.

· Cost packages for surveys and survey quantities that include unlimited surveys and responses as well as structured packages for quantity driven pricing.

· Data Management & Access

· Data collection and display in real-time.

· Exported data must include all relevant fields, as identified by the Agency, to include, but not limited to: landing page data, survey scores, comments, responses, timestamps for survey start and completion (including date and time), completion metrics (surveys started, completed, completion percentages, and durations (time to complete each survey).

· Include a data “scrubbing” tool to automatically filter out inappropriate language before any data is accessible or distributed to DeCA.

· Tool will “scrub” or mask offensive words while not impacting the rest of the individual survey’s feedback.

· Provide robust API access for integration with DeCA systems or other third-party platforms.

· Support seamless import and integration of DeCA’s historical survey data to enable unified analytics and reporting.

· Historical information must be integrated and work seamless with new platform information.

· i.e. if running raw data extracts or KPI’s they must operate seamlessly across all custom data queries.)

· Data exports should be available in .csv, .xlsx, PDF, and PowerPoint formats.

· Analytics & Insights

· AI-powered analytics to deliver actionable insights and suggestions for improving customer experience.

· Capabilities must include:

· Sentiment and word analysis for open-ended responses

· Correlation and impact analysis

· Predictive analytics

· Word clouding and categorizing

· Ability to learn, adapt, and categorize survey responses into relevant categories and subjects to the business that helps guide insights and actions

· Intuitive dashboarding tools that are fully customizable and support real-time and historical reporting.

· All data must be exportable directly from the KPI’s/Scorecards and Dashboards in the file formats .csv, .xlsx, PDF, and PowerPoint formats

· Dashboards must include:

· Role-based access control (RBAC)

· Export options for all KPIs, scorecards, and charts

· Advanced visualizations: heat maps, word clouds, trend analysis, dual-axis charts

· Customizable date filters

· DeCA defined store hierarchy-based performance views

· Key metrics: CSAT, NPS, ESAT, etc.

· Landing & Thank You Pages

· Fully customizable landing pages to include transaction data, store location, privacy notices, and introductions.

· Receipt barcode scanning functionality to auto-populate relevant fields, with manual input options as backup.

· Barcode data and manual inputs will be parsed by the system, as outlined by the Agency, and feed directly to the raw data. They will also be available within all other analytical features of the system.

· Geo-location to identify the nearest store for the respondent.

· Customizable thank-you and contact pages that securely pass PII to DeCA systems without retention in the survey platform.

· PII will NOT be collected or maintained within any contractor systems.

· Benchmarking & Distribution

· Ability to benchmark key metrics (i.e. CSAT, NPS, completion rates, completion times) against grocery retail industry standards over user-defined timeframes.

· Scheduled report delivery by email to different levels of DeCA’s organization, including location-specific data and open-ended comments.

· Contractor will build and maintain schedule and distribution.

· Capability to automatically deliver reports via SFTP on a recurring schedule, with customizable data ranges.

· Integration with common CRM systems (i.e. Salesforce, HubSpot, Mailchimp, Zendesk, Google Analytics, and Power BI).

· Support for incentive programs, including signup forms for rewards to boost participation.

· Contractor will develop, host, and collect signup forms.

· Training Requirements

· Provide comprehensive training for all user levels (beginner to advanced), covering both platform use and analytical techniques:

· Delivery via instructor-led sessions, hands-on labs, and e-learning.

· Topics must include, but not limited to:

· Dashboard/KPI creation, data mapping, extraction, scheduling, integration setup, and admin controls.

· Advanced trainings on survey science: question design, survey length optimization, sentiment analysis, impact analysis, etc.

· Advanced trainings on survey analysis, from understanding the data to leveraging it for action.

· Industry standards and best practices.

· Support

· Offer 24/7 support through chat, email, and phone.

· Contractor will execute survey creation and maintenance in tandem with the DeCA team to build internal capabilities.

· Contractor personnel will provide customer support throughout the contract, to include, but not limited to: survey building, question formulation, expert insights into optimization of the surveys and reporting, and survey analytics.

· All current agency surveys will be re-built by the vendor, including all rules-based features, and seamless linking of historical data at the onset of the contract.

· Agency will review to ensure full functionality, reporting, and data accuracy.

· What is acceptable performance? Contractor provides all agreed upon requirements upon the start of the contract with full function to all features to ensure no down-time to the surveys, while maintaining this throughout the duration of the contract. Contractor does not fall below the 99.9% up-time requirements and fulfills all cyber security requirements of the Agency at all times.

· Quality Assurance surveillance:

· System Uptime

· ≥ 99.9% availability.

· Issue Resolution Time

· All critical issues resolved within 24 hours.

· Surveys

· Surveys display correctly across all browsers/devices at all times.

· Surveys will function and collect properly.

· Thank You pages display properly.

· Contact Pages proper collect and feed to DeCA systems.

· Data Accuracy & Completeness

· All required data fields are captured and exportable in the proper format at all times.

· Dashboards reflect complete, timely, and accurate data

· Sentiment analysis and insights are available and accurate

· Report Distribution

· Scheduled reports delivered on time, to the correct parties, and contain the correct data

· Schedule builds are completed in a timely fashion

· Training

· Training for all user levels provided on time

· Training is comprehensive and relevant

· Live-virtual and hands-on training is offered

· Training is designed for all levels of users, beginner to advanced

· System Integrations

· APIs and CRM/email/support tool integrations work as expected

· Support Availability

· 24/7 support access via chat/email/phone

· Contractor completes build and maintenance of all requested surveys in a timely manner

· Contractor personnel provide customer support throughout the contract, providing pointed advice on improving surveys directed towards growing customer engagement and insights garnered.

Requirement Digitally sign the requirement at the end of the document.

Requiring Activity: MPMB – Business Analysis Division Requiring Activity Point of Contact (POC):

· Brian Myrick, brian.myrick@deca.mil, x 48371

· Amber Almond, amber.almond@deca.mil, x 86239

· Nicholas Butorac, nicholas.burtorac@deca.mil, x 48402 Requirement Description: Survey Platform for customer and employee facing surveys.

Market Intelligence/Industry Analysis:

· Availability: Readily available and multiple different providers used by Grocery Retailers and Federal Government Agencies, offering the ability to be purchased commercially. Customization to the platform should not be required, as requirements will outline the needs and would be part of the final package.

· Demand: Survey platforms are widely available and part of an exponentially growing market that is used by many Grocery Retailers to leverage customer and employee feedback to optimize operations, working and shopping environments, product offerings, and overall business strategies.

· Maturity: Existing and exponentially growing market. Estimated market size in 2024 was $4.01B (grandviewresearch.com), and estimated to reach $8.95B by 2030.

· Market Share Provider: Very diverse market with Grocery Retail providers utilizing multiple different platforms for customer and/or employee experience surveys.

· Examples:

· Qualtrics – Kroger, Trader Joes, AAFES

· Medallia – CVS, Walmart (Mexico), Sam’s Club

· Survey Sparrow – Wegmans

· Epsilon (Shopper’s Voice) – Safeway, Giant Foods,

· Bellomy – Publix, Food Lion, Sprouts,

· Verint – Navy Exchange, Marine Corps Exchange

· Market Share Buyer: Diverse market comprising of many vendors servicing many facets of industry (retail, automotive, tech, federal government, local government, etc.) with the federal government accounting for a low portion of the overall market.

· Pricing Structure: Annual fixed price based on SKU’s and quantities of line items purchased with potential increases due to survey quota overages (if unlimited surveys are not an option).

· Shipping: No shipping as this is a SaaS program (Software as a Service), website/cloud-based platform.

· Supply Chain: No supply chain, this is a SaaS program (Software as a Service), website/cloud-based platform.

· Market Segments: Market is generally segmented based on the needs of the organization. Generally separated into customer experience (CX) and employee experience (EX) surveys that further delineated the market into Retail, Government, Technology, etc. for market comparisons and standards.

· Market Influences: Factors such as technological/security requirements can influence the market as federal government has higher cybersecurity requirements based on what a SaaS program will be used for and these requirements consistently change.

· Market Prices: Price is primarily driven by sku selections/features, survey response quantity packages (unless unlimited is available), cyber security levels required, and customer service/assistance levels.

· Industry Standard: Providers must comply with various standards for cyber security and other software integration requirements (i.e. if we want the data to flow to Sales Force, etc.).

· Sources:

· Qualtrics

· Address: 333 West River Park Dr, Provo, UT, 84604

· Telephone: NA - https://www.qualtrics.com/contact/

· Website: https://www.qualtrics.com/

· POC: NA

· Medallia

· Address: 6220 Stonebridge Mall Rd, Floor 2, Pleasanton, CA, 94588

· Telephone: 877-392-2794

· Website: https://www.medallia.com/

· POC: NA

· Verint

· Address: 225 Broadhollow Road, Suite 130, Melville, NY 11747

· Telephone: 1 (800) 483-7468

· Website: https://www.verint.com/

· POC: NA

· SurveyMonkey

· Address: 910 Park Pl, Suite 300, San Mateo, CA 94403

· Telephone: NA – https://www.surveymonkey.com/mp/contact-sales/

· Website: https:// www.surveymonkey.com

· POC: NA

· Alchemer

· Address: 168 Centennial Pkwy, #250, Louisville, CO, 80027

· Telephone: 1-800-609-6480

· Website: https:// www.alchemer.com

· POC: NA

· Survey Sparrow

· Address: 2261 Market Street, STE 22625, San Francisco, CA, 94114

· Telephone: 1-800-481-0410 or support@surveysparrow.com

· Website: https://www.surveysparrow.com/

· POC: NA

· Epsilon (Shopper’s Voice)

· Address: PO Box 1478, Broomfield, CO, 80038

· Telephone: 866-267-3861

· Website: https:// www.epsilon.com

· POC: NA

· QuestionPro

· Address: 12710 Research Blvd, #360, Austin, TX, 78759

· Telephone: 1-800-531-0228

· Website: https:// www.questionpro.com

· POC: NA

· Zoho Corporation Pvt. Ltd.

· Address: 979 Springdale Rd, Suite 123, Austin, TX, 78702

· Telephone: 1-877-834-4428, sales@zohocorp.com

· Website: https:// www.zoho.com

· POC: NA

· LimeSurvey

· Address: Papenreye 63, 22453, Hamburg, Germany

· Telephone: +49-40-226-60066

· Website: https://www.limesurvey.org

· POC: NA

· Nicereply

· Address: Nice Reply s.r.o., Staré Grunty 3546/7A, Bratislava 841 04, Slovakia

· Telephone/email: mailto:contact@nicereply.com

· Website: https://www.nicereply.com

· POC: NA

· InMoment

· Address: 1240B E Stringham Ave, #1008, Salt Lake City, UT, 84106

· Telephone: 1-800-530-4251

· Website: https://www.inmoment.com

· POC: NA

· Sprinklr

· Address: 441 9th Avenue, 12th Floor, New York, NY, 10001

· Telephone: NS

· Website: https://www.sprinklr.com

· POC: NA

· Forsta

· Address:

· Telephone:

· Website:

· POC: NA

· Additional Information: When evaluating potential sources, it's essential to assess each provider's experience with both customer experience (CX) and employee experience (EX) surveys as well as experience working the with Federal Government and any cyber security requirements. Surveys must be customizable, provide a Customer Satisfaction Score (CSAT), have the effort to benchmark performance against industry, and have extensive experience working with Grocery Retail companies.

Digitally sign the requirement at the end of the document.

Requiring Activity: MPMB – Business Analysis Division Requiring Activity Point of Contact (POC):

· Brian Myrick, brian.myrick@deca.mil, x 48371

· Amber Almond, amber.almond@deca.mil, x 86239

· Nicholas Butorac, nicholas.burtorac@deca.mil, x 48402 IGCE Preparer: If prepared by other than the Requiring Activity POC.

Requirement Description: Survey Platform for customer and employee facing surveys.

Estimate: <$250k annually ($173,117.00 is current cost of contract through Verint/ForeSee since 2019, currently a direct purchase from GSA on contract GS-10F-0044W and Order Number HQC00525F0017).

Estimate Preparation:

Provide a narrative that explains the following:

· Current PoP for current contract, Verint,

· Assumptions incorporated into the estimate;

· Source(s) of information used in developing the estimate;

· Information and tools used to develop the estimate; and

· Accuracy of previous estimates as compared to prices paid, if applicable.

The above narrative explaining how the estimate was derived is summarized in the table below:

X

X

X

X

Digitally sign the requirement at the end of the document.

Market Research

Requirement to include as applicable the following:

· Product Specifications or

· Statement of Objectives or

· Statement of Work or

· Performance Work Statement, Services Only

· Memo regarding Inherently Governmental Work coordinated through Manpower, Services Only

· Memo regarding Non-Personal Services, Services Only

· Quality Assurance Surveillance Plan, Services Only

Purchase Request – Source/Funding Document

Government Estimate

Initial Market Research performed by the Requiring Activity

Evaluation Criteria

COR Nomination, Training & Appointment Plan, Services Only; KO may require for supply acquisition, as applicable

Other: