Statement of Work (SOW) Preliminary to request RFI for FY25 Customer Service Training.pdf
PDF 222 KB Posted
- Attached to
- Customer Service Training
- Solicitation number
- 15F067RB
About this file
This is a Statement of Work from the FBI's Finance and Facilities Division for Customer Service Training to be provided to the FBI's Human Resources Division (HRD), Talent Acquisition and Placement Section (TAPS). The training requirement is for four virtual training iterations, each serving up to 30 attendees (120 total HR professionals), to be conducted during fiscal year 2025 (February 1 - September 30, 2025).
The contractor must deliver training on customer service excellence basics, systems for anticipating customer needs, and role-playing exercises for customer service strategies. Key deliverables include course objectives with agenda, instructor credentials, reading materials, interactive practices with group discussions, and completion certificates. Training will be conducted virtually via TEAMS Federal collaborative application to FBI and DOJ offices in Washington D.C., during core hours of 8:00 AM - 4:30 PM. The training is unclassified and no background verification is required since it's virtual delivery. The contracting officer is identified as Stevon Walker from the FBI's Facilities and Finance Division, Professional Services Acquisition Unit, though the Contracting Officer Representative (COR) is still TBD.
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| File | Type | Posted |
|---|---|---|
| Request for Information - HRD Customer Service.pdf |
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Text version
FEDERAL BUREAU OF INVESTIGATION
FINANCE AND FACILITIES DIVISION | PROCUREMENT SECTION
STATEMENT OF WORK
Statement of Work – Training for Internal Consulting Skills (HRD)
Version 2.6 Page 1
Training for Customer Service
For the TAPS
Human Resources Division
Statement of Work
January 16, 2024
Training for Customer Service
Statement of Work – Training for Internal Consulting Skills (HRD)
Version 2.6 Page 2
1. BACKGROUND
The Federal Bureau of Investigation (FBI), Human Resources Division (HRD), Talent
Acquisition and Placement Section (TAPS) serves to develop and implement robust and innovative recruitment, staffing and assessment programs to hire the FBI’s highly qualified, diverse workforce ensuring the FBI is prepared to address emerging threats. Working in concert with nationwide partners, TAPS utilizes various talent acquisition strategies that engage hiring managers and streamline hiring while adhering to federal human resources rules and regulations.
TAPS requires contractor support to provide training for customer service to human resource professionals, supporting the TAPS objectives and initiatives.
1.1 SCOPE
The contractor shall provide skills for customer service in the realm of Talent Acquisition and Placement program to the FBI, HRD. This is a non-personal services contract. The
Government shall not exercise any supervision or control over contractor employees performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.
1.2 DESCRIPTION OF SERVICES
The contractor shall identify and utilize various human resource options available that pertain to Federal civil service policies and requirements to provide lecture, exercises, examinations, and case studies that have direct application to federal human resource situations and issues.
2.0 PERIOD OF PERFORMANCE
Training must occur within the fiscal year 2025 (February 1, 2025 – September 30, 2025).
Attachment C – Statement of Work (SOW) Guide to Procurement SOP
Version 2.6 Page 3
3.0 REQUIREMENTS
The contractor shall conduct four virtual training iterations to no more than 30 attendees per iteration, for a total of 120 trained human resources professionals. The four training iterations shall include the following topics:
• Learning basics for Customer Service Excellence.
• Learning systems for anticipating customer needs, to provide customer contentment.
• Provide role-playing exercises to practice Customer Service Strategies.
4.0 KEY PERSONNEL
The key personnel for whom this training is directed to are human resources professionals.
5.0 PLACE OF PERFORMANCE
The Contractor shall provide training via virtual unclassified collaborative application for
Federal communications and messaging. The virtual communication shall be transmitted from
Contractors’ facility to the FBI and Department of Justice (DOJ) offices in Washington, D.C.
6.0 DELIVERABLES
6.1 The Contractor shall formulate course objectives with agenda and training schedule, to include the length of training and duration of each training iteration.
6.2 The Contractor shall provide the names and credentials of instructors presenting including any guest speakers.
6.3 The Contractor shall supply reading materials including text and workbooks to attendees.
6.4 The Contractor shall deliver four iterations of Customer Service and Techniques, consisting of 3 skillset topics listed in section 3.0.
6.5 The Contractor shall provide interactive practices with group discussion that emphasize practical methods to provide Excellent Customer Service.
6.6 The Contractor shall provide a certificate of completion to attendees at the conclusion of training.
Attachment C – Statement of Work (SOW) Guide to Procurement SOP
Version 2.6 Page 4
7.0 N/A
8.0 GOVERNMENT FURNISHED EQUIPMENT OR INFORMATION
This does not apply since all training will be virtual. However, the Contractor must have access to TEAMS Federal collaborative application to convey training to a FBI facility.
9.0 PERSONNEL AVAILIBILITY
The Contractor’s normal workday will typically be within the hours of 8:30 a.m. and 4:00 p.m.
Core work hours are 8:00 a.m. through 4:30 p.m. Flexibility within the normal workday shall be coordinated with the Contracting Officer Representative (COR).
10.0 SECURITY REQUIREMENTS
All training is UNCLASSIFIED. Since the Contractor is not visiting or entering federal facility, background verification is not necessary.
11.0 TRAVEL AND OTHER DIRECT COSTS
TBD
12.0 GOVERNMENT REPRESENTATIVES
The functions inherent to this contract shall be performed by the designated Contracting Officer
(CO) or Contracting Specialist (CS). The duly assigned Contracting Officer Representative
(COR) shall ensure all actions pertaining to this contract are requested via the CO.
12.1 Contracting Officer Representative/Program Manager
TBD
12.2 Contracting Officer
Stevon Walker
Facilities and Finance Division
Professional Services acquisition Unit
Swalker4@fbi.gov (unclassified) mailto:Swalker4@fbi.gov
File details come from the government source that posted it. Updated .