2019.11.27 - CSS RFI.docx

United States Transportation Command Request for Information (RFI) Customer Satisfaction Survey (CSS) Contract

The United States Transportation Command (USTRANSCOM) is conducting a market research survey in order to effectively identify the capabilities of small businesses, existing entrants, and new entrants into Federal contracting, available in the market place for meeting the requirements of the Customer Satisfaction Survey (CSS) Contract.

The information being requested will be used within the Department of Defense (DOD) to facilitate decision making and will not be disclosed outside the agency. This is a Request for Information (RFI) only and does not constitute a request for a proposal nor commit the Government to make purchase of any supplies or services now or in the future. Please note USTRANSCOM will not be responsible for any costs incurred by any entity which provides and/or attempts to provide information in response to this RFI. The information sought and provided will be used for planning purposes only (FAR 52.215-3). In addition, all documentation or information marked proprietary will be handled in accordance with applicable Government regulations. Please be advised that all submissions become property of the Government and will not be returned.

I. BACKGROUND INFORMATION

A. Purpose

USTRANSCOM is seeking information to determine the availability and technical capability of the business community to send, receive and report customer satisfaction surveys of military and civilian personnel of the U.S. Department of Defense (DoD), moving and or storing their personal property worldwide.

B. Scope

The overall scope of this effort will be to have CSS’s sent to DoD customers whose shipment request(s) were coordinated with a single source Contractor from initial contact, through shipment pack and pickup, to delivery, and the filing of a claim (if applicable). To that end, surveys will be sent for ALL shipments during key stages of the movement process (Counseling, Pack/Pickup, Delivery, and if applicable, when a Claim for loss and/or damages is filed), for more details, see Attachment 4. The Government will provide relevant information for when each CSS needs to be sent and to whom (text/email address) the CSS needs to go to. Initially, the Government will phase in the number of CSSs that will be sent with a projected start date of February 2021 and full implementation by January 2022 (See Attachment 1 for initial phased in projected CSS numbers, and Attachment 2 for Projected Future CSS totals). The CSS’s will need to be sent (text/email) at certain stages throughout the moving process.

The data will be collected and provided to the Government for analysis monthly or upon request (See Attachment 3).

Initially, the government anticipates that there will be approximately 91K CSS’s sent from 1 Feb 2021 – 31 May 2021, culminating in Jan 2022 with approximately 825K CSS’s sent. The successful contractor would be responsible for performing in accordance with the resulting contract (See current attachment 5 DRAFT Statement of Objective (SOO) attached to this RFI.) This DRAFT SOO is subject to change at any time prior to potential solicitation. The DRAFT SOO is for informational purposes only at this time, and should not be relied upon in any way by prospective contractors.

NOTE: The awardee of any potential CSS contract may form the basis of an Organizational Conflict of Interest, and could restrict working under or holding any type of subcontracting agreement with any prime or sub-contractor involved in moving or storing DoD household goods. The Government believes any such relationship may result in impaired objectivity and/or in unequal access to information culminating in an operational conflict of interest.

II. INFORMATION REQUESTED

A. General Company Information Please specifically address the questions in the subparagraphs below and provide any other information you think might be helpful in the procurement of this service. Responses should be no more than 5 pages.

1. Company Name & Address:

2. POC Name/Telephone/Email:

3. Which North American Industry Classification System (NAICS) Code is most appropriate for this acquisition? (e.g. 518210: Data Processing, Hosting, and Related Services; 541870: Electronic Marketing Services, etc.)

What is your company’s size/status for most appropriate NAICS Code (found at: https://www.sba.gov/document/support--table-size-standards)? (Check all that apply)

________ Small Business; ________ Veteran-Owned Small Business; _______ Service-Disabled Veteran-Owned Small Business; ________ Small Disadvantaged Business; _______ Woman-Owned Small Business; _______ Large Business; _______HUBZone Business

4. Would you consider the work associated with this contract as “commercial” as defined at Federal Acquisition Regulation (FAR) 2.101(services of a type offered and sold competitively in substantial quantities in the commercial marketplace based on established catalog or market prices for specific tasks performed or specific outcomes to be achieved and under standard commercial terms and conditions)? Please provide your rationale.

5. How are commercial contracts for these services normally priced (e.g., firm fixed price, per CSS sent, received?) Is tiered-pricing based on total volume sent or received appropriate for this requirement? Please explain. If so, what tier structure would be appropriate? Please be specific. Would you be willing to provide a cost estimate based on our estimated volumes (See Attachments 1 and 2)? If so, please provide.

6. What is the minimum amount of time your company would require for transition between contract award and start of performance? Please be specific in what transition activities are required and how long they would take.

7. What is the appropriate method for transition of services at contract expiration? (i.e., a priced per CSS sent but feedback not received, immediate transition of CSS’s to be sent and received to follow-on contractor, etc.). Do you have an idea on how outstanding CSS sent but not received would be captured and provided in a final report to the government?

8. What is the normal contract period of performance for this type of effort (i.e., 1-year base period, 3 or 4 option years, 5-year contract, etc.). Are there issues associated with pricing a contract of this length? Please explain.

9. In accordance with DFARS clause 252.204-7012, is your company compliant with NIST 800-171 controls?

B. General Capabilities. Please note that experience refers to complexity as well as longevity.

1. Explain your understanding of providing Customer Satisfaction Survey support.

2. Briefly provide your experience in working under DoD or other federal government contracts.

3. What is your experience in developing, sending, and collecting CSS feedback? Please outline specifics such as volume, agency(ies), contract number(s), etc.

4. Explain your capabilities, in detail, with notifying customers to complete a CSS during the identified stages required in the SOO.

5. Provide information on your company's security measures to adequately protect Personally Identifiable Information.

6. Provide information on your company's plan to prevent fraudulent CSS returns.

7. Explain your capabilities for providing reports for associated CSS data sent and collected and any other reports required on an as needed basis.

8. Please outline any risks, barriers or issues in obtaining adequate resources to provide the requested service. How does your company plan to mitigate these risks?

9. If you are a small business, are you contemplating to form a team arrangement or joint venture in order to perform this requirement?

10. What is the commercial standard response rate to surveys such as these? Are there variables that determine a higher or lower than average response rate? Please explain.

11. In your experience, what is the best methology to obtaining maximum response rate? (e.g., text, email, website, combination?). How do you anticipate sending these CSS’s to customers? Would you be able to provide a mock-up of what that might look like?

12. When customers respond to a CSS, how do you anticipate that occurring via the delivery method (i.e., text, email, website). (See Attachments 3 and 4 for specific CSS questions and thoughts on delivery).

III. RESPONSE REVIEW

Any information submitted with your response that you do not consent to limited release must be clearly marked and segregated from other response material. Response to this RFI or lack thereof does not constitute any obligation on the Government to pursue a follow-on effort, in part or whole, with specific vendors or otherwise.

IV. SUBMISSION INFORMATION

Response to this RFI and any questions should be received by TSgt Michael Heth, michael.d.heth.mil@mail.mil and Mr. Nicholas Van Osdale, nicholas.a.vanosdale.civ@mail.mil not later than the date and time depicted on Federal Business Opportunities. Any questions regarding this RFI may be directed to the point of contact above.