0200 - PAP Customer Satisfaction Survey

The U.S. Department of Labor, Employee Benefit Security Administration (EBSA) is seeking information and solutions for Participant Assistance Program (PAP) Customer Satisfaction Survey Services through a Request for Information (RFI) classified under NAICS Code 541910 (Marketing Research and Public Opinion Polling). The procurement aims to identify qualified contractors capable of conducting large-scale customer satisfaction surveys of EBSA's Participant Assistance Program inquiries to evaluate program effectiveness and identify improvement opportunities. Key requirements include the ability to conduct surveys across statistically valid samples achieving 95% confidence levels with margins of error of approximately 10% at the Benefits Advisor level, 5% at the office level, and 1% at the agency level, as well as multilingual survey administration in 11 languages. The contractor must deliver quarterly and annual trend analysis reports, conduct non-response bias analysis, provide annual training to 13 field offices, and deliver executive presentations. Questions regarding the RFI must be submitted by March 19, 2026, with RFI responses due by April 23, 2026 at 2:00 PM EST (extended from the original March 30, 2026 deadline via Amendment 01).

This procurement carries no small business set-aside designation, though all qualified small businesses, including 8(a) firms, are encouraged to participate. No incumbent contractor information is provided in the pre-solicitation notice. The contract will be structured as Firm Fixed Price with an anticipated start date of September 30, 2026, covering a base period of one year (September 30, 2026 through September 29, 2027) with four optional renewal periods extending through September 29, 2031, making the potential total contract period five years. The contractor will manage approximately 200,000 annual customer inquiries across 13 regional offices with at least 100 completed surveys annually per Benefits Advisor for valid reporting, and will be required to host survey data on FedRAMP-authorized and ATO-compliant servers. While specific budget or award values are not disclosed in the pre-solicitation notice, respondents are requested to provide estimated pricing information (Rough Order of Magnitude) for planning purposes only. All prospective offerors must be registered in the Federal System for Award Management (SAM) database to participate.