RFI- Publications, Research & Studies - Identifying Performance Measures and Service Levels for Government Service Delivery

Request for Information (RFI)

Identifying Performance Measures and Service Levels for Government Service Delivery



Contracting Office Address

General Services Administration, Office of Citizen Services and Communication, Office of Business Management (XB), 1800 F Street, NW, Room 7010, Washington, DC 20405



Description

GSAs Office of Citizen Services (OCS) currently provides service to citizens through the Internet at USA.gov, GobiernoUSA.gov and a family of consumer websites, through the phone at the National Contact Center (1 (800) FED INFO), and through the distribution of print publications from the center in Pueblo, Colorado. In addition, OCS communicates with the public through email, an online blog at http://www.govgab.gov, and online personal assistance (webchat). To ensure that we are meeting the needs of the public and our fellow agencies, we continuously review existing research on many topics including population trends, use of online services, the digital divide, customer satisfaction, and whats top on Americans minds through their access and searches on USA.gov. In addition, OCS sponsors communities of interest and conducts its own research all of which can be found at http://www.usaservices.gov. In 2005, OCS published the result of an interagency study of service levels in government. However, much has changed in government and society since 2005 and we feel that additional research is needed. This is especially true in the current Web 2.0 environment where citizens, particularly in Generation X and Y, have different communication and collaboration styles and needs. Since citizens expect their government experience to be on par with those they have with the private sector, it is crucial to determine how best the government can serve citizens in a world with rapidly changing technologies.



In addition, OCS assists other agencies with improving their delivery of information and services. OCS also interacts with other governments at the state and local levels. OCS plans to collaborate with other agencies and governments in the development of a new set of recommended performance measures and service levels. Our goal is to ensure that government service delivery is, minimally, on par with the quality of private sector service.



Objectives

In order to improve the service that federal, state and local governments provide to citizens online and through other service delivery channels such as phone, email, print, and emerging technologies such as social media, OCS will sponsor an intergovernmental committee to investigate, review and come to consensus on the best performance measures and service levels that agencies should adopt at points of contact with citizens and other government customers. The baseline for our project is our previous report Citizen Service Levels Interagency Committee (CSLIC) Report. Found at: http://www.usaservices.gov/pdfs/performreport.pdf.



Vendors Role

It is anticipated that OCS will procure current; (published no later than January 2007) EXISTING research reports on performance measures and service levels for both private sector and public sector customer interactions. Please review the CSLIC report mentioned above to understand the type of measures we looked at in the past. We wish to include those from the CSLIC report and to add to them depending on what we learn from available research.



Instructions

The Government is seeking responses from qualified vendors whose EXISTING, and current, research publications/reports address some of the following questions. In the subject areas below we use the phrase best practices and best measures to mean that WE ARE LOOKING FOR BOTH the type of measure (metric), such as Time on hold AND the quantified measure such as 45 seconds.



Please have your response in the form of a list of reports/publications, each with its title, date published, associated subject area number(s) from below and a brief description of the report.



SUBJECT AREAS:



1. Best practices and best measures for measuring in the PRIVATE SECTOR the quality of interactions with customers in web social media, such as for sites like Facebook.com



2. Best practices and best measures for measuring in the PUBLIC SECTOR the quality of interactions with customers in web social media, such as for sites like Facebook.com



3. Best practices and best measures in the PRIVATE SECTOR for measuring the quality of interactions with customers in: a) the telephone channel and b) website transactions c) email d) fax e) blogs f) IVR g) in-person h) instant messaging/webchat i) mobile devices such as for text messages



4. Best practices and best measures in the PUBLIC SECTOR for measuring the quality of interactions with customers in: a) the telephone channel and b) website transactions c) email d) fax e) blogs f) IVR g) in-person h) instant messaging/webchat i) mobile devices such as for text messages



5. Best practices and best measures in the PRIVATE SECTOR for measuring the quality of interactions with customers in traditional channels of walk-in facilities and Postal Mail



6. Best practices and best measures in the PUBLIC SECTOR for measuring the quality of interactions with customers in traditional channels of walk-in facilities and Postal Mail



7. Best practices and best measures in the PRIVATE SECTOR for measuring the quality of interactions for single issues that consist of multiple interactions through multiple channels



8. Best practices and best measures in the PUBLIC SECTOR for measuring the quality of interactions for single issues that consist of multiple interactions through multiple channels



9. Best practices for measuring customer satisfaction in the PRIVATE SECTOR



10. Best practices for measuring customer satisfaction in the PUBLIC SECTOR



11. Trends by demographic for how the public interacts with the PRIVATE SECTOR



12. Trends by demographic for how the public interacts with the PUBLIC SECTOR



13. Other relevant research





Additionally, and optionally, please answer the follow three questions:



How would you propose that we ensure that the recommendations resulting from intergovernmental collaboration be meaningful?



Do you have an existing database of current performance measures and service levels?



What advice do you have for us as we embark on this project?



Structure of Responses

Response shall include: the company name, company address, point-of-contact, telephone number, e-mail address, and size of your organization (i.e. large business, small business).



Vendors should respond to this RFI by e-mail only to charlene.blanco@gsa.gov. Responses should not exceed 5 pages.



Interested vendors should submit the aforementioned documentation as a PDF file and e-mail it to Charlene Blanco at charlene.blanco@gsa.gov. The due date for the receipt of responses is Tuesday, March 10, 2009.



The Point of Contact (POC) for this RFI is as follows:

Charlene Blanco, Contracting Officer

GSA Office of Citizen Services & Communications

Office of Business Management (XB)

1800 F Street, NW, Room 7010

Washington, DC 20405

Phone: 202 219-1092

E-mail: charlene.blanco@gsa.gov



This notice solely constitutes a Request for Information and is not a request for quotations or proposals. Information submitted in response to this notice shall not serve as the basis for any contract or order award. The information submitted in response to this notice will be used solely for the purpose of performing market research and acquisition planning.