A007 - 3.13.2020 Customer Service Support (CSS) Procedures-On-Call Response Roster.pdf

DD FORM 1423-1, FEB 2001

CONTRACT DATA REQUIREMENTS LIST

(1 Data Item)

PREVIOUS EDITION MAY BE USED.

Form Approved OMB No. 0704-0188

The public reporting burden for this collection of information is estimated to average 110 hours per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing the burden, to the Department of Defense, Executive Services and Communications Directorate (0704-0188). Respondents should be aware that notwithstanding any other provision of law, no person shall be subject to any penalty for failing to comply with a collection of information if it does not display a currently valid OMB control number. Please do not return your form to the above organization. Send completed form to the Government Issuing Contracting Officer for the Contract/PR No. listed in Block E.

A. CONTRACT LINE ITEM NO. B. EXHIBIT C. CATEGORY:

TDP ________ TM _______ OTHER

D. SYSTEM/ITEM E. CONTRACT/PR NO. F. CONTRACTOR

1. DATA ITEM NO. 2. TITLE OF DATA ITEM 3. SUBTITLE

4. AUTHORITY (Data Acquisition Document No.) 5. CONTRACT REFERENCE 6. REQUIRING OFFICE

7. DD 250 REQ

8. APP CODE

9. DIST STATEMENT

REQUIRED

10. FREQUENCY

11. AS OF DATE

12. DATE OF FIRST SUBMISSION

13. DATE OF SUBSEQUENT

SUBMISSION

14. DISTRIBUTION

a. ADDRESSEE

b. COPIES

Draft Final

Reg Repro

15. TOTAL

16. REMARKS

17. PRICE GROUP

18. ESTIMATED

TOTAL PRICE

G. PREPARED BY H. DATE I. APPROVED BY J. DATE

Page of Pages

Submit customer service plan and support procedures not later than 30 calendar days prior to the start of full performance that address at the minimum the following:

1. Customer service hours, location(s) and directions to customer service office(s) and contractor specific instructions to customers and an on-call response roster IAW C-5.1.5.

2. System for communicating with customers and obtaining feedback.

3. System for tracking the receipt, progress, and resolution of customer complaints.

4. Methods for identifying customer needs and expectations and implementing them throughout the workforce.

5. Methods for measuring customer satisfaction.

6. Establishment of a customer satisfaction reporting system.

7. Samples of all documents that will be used for customer satisfaction actions.

8. Methods of direct and indirect, formal and informal communications with the Government regarding customer satisfaction.

Subsequent submissions shall be submitted when the Contractor updates or revises the customer service plan and support procedures or on-call response roster within 2 working days of the change.

Block 7 - Inspection and acceptance requirements:

The KO will review and accept the customer service plan and support procedures and updates after coordination with the J-3 Depot Operations review and comments.

Block 14 - Distribution - Contractor to submit original to Contract Specialist and copy to the COR.

Once accepted by the KO, the Contractor shall make the procedures available to all customers in writing.