Customer Service/Service Excellence training program for VA Greater Los Angeles Healthcare System

This is a SOURCES SOUGHT ANNOUNCEMENT ONLY. It is neither a solicitation announcement nor a request for proposals or quotes and does not obligate the Government to award a contract. Requests for a solicitation will not receive a response. Responses to this sources sought must be in writing. The purpose of this sources sought announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service Disabled Veteran Owned Small Businesses, Veteran Owned Small Businesses, 8(a), HubZone and other Small Businesses interested and capable of providing the services described below. Documentation of technical expertise must be presented in sufficient detail for the Government to determine that your company possesses the necessary functional area expertise and experience to compete for this acquisition. Responses to this notice shall include the following: (a) company name (b) address (c) point of contact (d) phone, fax, and email (e) DUNS number (f) Cage Code (g) Tax ID Number (h) Type of small business, e.g. Services Disabled Veteran Owned small Business, Veteran-owned small business, 8(a), HUBZone, Women Owned Small Business, Small disadvantaged business, or Small Business HUBZone business and (i) must provide a capability statement that addresses the organizations qualifications and ability to perform as a contractor for the work described below.



The Department of Veterans Affairs VA Greater Los Angeles Healthcare System has requirement for Customer Service/Service Excellence training program that supports the continuation and sustainment of a comprehensive culture change program advancing patient-centered care. This training will be customized to meet the customer service standards developed specific to this medical center. The program will included training components for new employee orientation, annual refresher training for large groups of staff and an on-line training module. All training components will include the use of the multi-media approach including but not limited to video interviews, storytelling, audience engagement and role playing.



This comprehensive training program will include the development of the education program for:



1. Six (6) hour interactive Patient Centered Care Retreat for New Employee Orientation

Including information on the patient centered care journey at the facility, the national model of Patient Centered Care and the facility-specific requirements for customer service behaviors.

2. Train-the-Trainer Sessions to train facilitators at the facility to effectively teach the 6 hour interactive Patient Centered Care retreat.

3. Multi-media video module to be used for annual refresher customer service/service excellence training for all staff. Module to include videos and storytelling from staff at facility related to enhancing the Veteran experience using the established behavior standards.

4. Customized, on-line web based module for annual customer service/service excellence training.

The Contractor shall work with the VA Greater Los Angeles Healthcare System staff to facilitate designing and delivering customized blended learning and development of education modules for the continued advancement of culture change to patient centered care including the use of the customized interactive training based on the behavior standards required by the VA Greater Los Angeles Healthcare System.







Important information: The Government is not obligated to nor will it pay for or reimburse any costs associated with responding to this sources sought synopsis request. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. The VA is mandated by Public Law 109-461 to consider a total set-aside for Service Disabled Veteran Owned Small Business set aside. However, if response by Service Disabled Veteran Owned Small Business firms proves inadequate, an alternate set-aside or full and open competition may be determined. No sub-contracting opportunity is anticipated. The North American Classification System (NAICS) code for this acquisition is 611430 ($7.0M).



Notice to potential offerors: All offerors who provide goods or services to the United States Federal Government must be registered in the System for Award Management (SAM) at www.sam.gov and complete Online Representations and Certifications Application (ORCA). Additionally, all Service Disabled Veteran Owned Businesses or Veteran Owned Businesses who respond to a solicitation on this project must be registered with the Department of Veterans Affairs Center for Veterans Enterprise VetBiz Registry located at http://vip.vetbiz.gov. All interested Offerors should submit information by e-mail too brian.vanorman@va.gov or by fax No. 562-346-1742. All information submissions to be marked Attn: Brian Van Orman and should be received no later than 3:00 pm Pacifica Coast Time on June 10, 2013. After review of the responses to this announcement, the Government intends to proceed with the acquisition and a subsequent solicitation will be published.