70--Amended: CIS Web Site Customer Satisfaction Measurement Project

AMENDMENT NOTICE: This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation number is 294P0560337 and is issued as a request for quotation (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular FAC 04-2005. The associated North American Industrial Classification System (NAICS) code for this procurement is 514199 with a small business size standard of $5.0M. However this requirement is a [ Small Business ] set-aside and all qualified offerors may submit a quote. The solicitation pricing on www.FedBid.com will start on the date this solicitation is posted and will end on Friday, June 24, 2005 at 12:00:00 Eastern Time or as otherwise displayed at www.FedBid.com. FOB Destination shall be Alexandria, VA 22313 The US Patent & Trademark Office requires the following items, MEET OR EXCEED, to the following: LI 001, STATEMENT OF WORK: CIS Web Site Customer Satisfaction Measurement Project. Background--The Executive for the Customer Information Services (CIS) organization of the Office of the Chief Information Officer (OCIO) within the United States Patent & Trademark Office (USPTO) is committed to achieving the highest level of customer satisfaction possible. OEIP is constantly striving to improve the products and services offered to members of the public, businesses and attorney firms, third party resellers, international partner organizations, and its Patent and Trademark Depository Library program members. As part of this commitment, CIS intends to measure its customers? perceptions and satisfaction level of the CIS web site and the products and services offered through this web site. The CIS organization is comprised of the Office of Electronic Information Products (OEIP), which provides a variety of patent and trademark electronic information products; the Office of Public Information Services (OPIS), which provides information directly to the public through the PTDL Program and the Public Search Facility and the USPTO Contact Center; and the Office of Public Records (OPR), which records Assignments and fulfills document delivery requests such as requests for certified copies. The CIS web site is considered part of the public USPTO web site and its pages are developed and maintained by a CIS web team headed by OEIP. Review Terms or attachment for Complete statement of Work, 1, LOT; For this solicitation, US Patent & Trademark Office intends to conduct an online competitive reverse auction to be facilitated by the third-party reverse auction provider, FedBid, Inc. FedBid has developed an online, anonymous, browser based application to conduct the reverse auction. An Offeror may submit a series of pricing quotes, which descend in price during the specified period of time for the aforementioned reverse auction. US Patent & Trademark Office is taking this action in a an effort to improve vendor access and awareness of requests while expediting its ability to gather multiple, completed, real-time offers. All responsible Offerors that respond to this solicitation MUST submit the pricing portion of their offer using the online exchange located at www.FedBid.com. There is no cost to register, review procurement data or make an offer on www.FedBid.com. Offerors that are not currently registered to use www.FedBid.com should proceed to www.FedBid.com to complete their free registration. Offerors that require special considerations or assistance may contact the FedBid Helpdesk at 877-9FEDBID (877-933-3243) or via email at clientservices@fedbid.com. Offerors may not artificially manipulate the price of a transaction on www.FedBid.com by any means. It is unacceptable to place bad faith offers, to use decoys in the www.FedBid.com process or to collude with the intent or effect of hampering the competitive www.FedBid.com process. Should offerors require additional clarification, contact Brenda Carswell at brenda.carswell@uspto.gov or FedBid.com at 877-9FEDBID (877-933-3243) or clientservices@fedbid.com. Use of FedBid.com - Buyers and Sellers agree to use FedBid.com as an independent Venue for buying and selling goods or services, respectively. It is understood that FedBid ranks all bids by price, regardless of the evaluation criteria used by the buyer. Buyers and Sellers understand that a Buyer always maintains all rights assigned under their contracting authority and/or applicable acquisition regulations, and may select the most advantageous bid for the governments purpose while considering offline factors such as delivery, past performance, socio-economic classifications, and source rotation. CCR Requirement - Company must be registered on Central Contractor Registration (CCR) before an award could be made to them. If company is not registered in CCR, they may do so by going to CCR web site at http://www.ccr.gov. The following FAR clauses in paragraph (b) of FAR clause 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Items, will apply: 52.222-21, 52.222-26, 52.222-35, 52.222-36, 52.222-37, 52.225-13, 52.232-34. The full text of a FAR clause may be accessed electronically at http://www.acqnet.gov/far. The selected Offeror must comply with the following commercial item terms and conditions. FAR 52.212-1, Instructions to Offerors - Commercial, applies to this acquisition. The selected Offeror must submit a completed copy of the provision at 52.212-3, Offeror Representations and Certifications - Commercial Items. FAR 52.212-4, Contract Terms and Conditions - Commercial Items, applies to this acquisition. In addition to providing pricing at www.FedBid.com for this solicitation, each Offeror must provide any required, NON-PRICING responses (e.g. technical proposal, representations and certifications, etc.) directly to brenda.carswell@uspto.gov (NOT THROUGH FEDBID.COM) so that they are received at that email address no later than the closing date and time for this solicitation. NOTE; Technical submitted to the buyer should not include pricing. If it does include pricing it will be disqualified from review. Terms: This is a firm fixed price requirement. The Total Price should be submitted to www.fedbid.com Scope of Work Part 1:The profile of the CIS web site user is quite varied, from attorneys and other patent practitioners, third party search firms, independent inventors, academia, and members of the general public. A multitude of customer outreach efforts exist. Potential venues include written surveys, web surveys, on-line chat rooms, bulletin boards or forums customer focus sessions, and other creative or alternative approaches that capitalize on emerging technology improvements. Scope of Work Part 2: OEIP requires expert assistance to independently recommend a customer outreach method suitable to the customer profile, develop a methodology with which to collect feedback, implement the outreach effort, collect and analyze data on customer perception and satisfaction with the CIS web site. The final product will be a summary report and specific recommendation on web site changes and improvements designed to enhance the CIS web site and the products and services offered. Objective: The objective of this project is to foster an alliance with between CIS and its customers and to provide a strategy for how the CIS web site and the products and services through it can be improved to meet user needs. The strategy will ultimately assist the USPTO in accomplishing its mission to disseminate patent and trademark information Deliverables Part 1: The Development of an IT Performance Measurement Program The contractor shall provide all services and other support as necessary to carry out the stated scope of work to include, but not limited to the following tasks: 1. Provide the USPTO with the methodology, steps, and processes that will be used to collect the data necessary for the analysis. 2. Perform data collection activities using a multitude of appropriate methods, including but not limited to on-line surveys, bulletin boards and usability studies, to gather data. 3. Design and conduct a usability study to baseline the CIS web site content. Deliverables Part 2: 4. Provide the USPTO with preliminary findings of the data collection activities. This preliminary report shall consist of information in sufficient detail that the USPTO can determine if the task is 'on-track' for the objectives of this task. 5. Perform and present a final analysis the data as it relates to the CIS web site and the products and services offered. 6. Prepare and present specific recommendations and strategies to improve the quality and efficacy of the CIS web site and the products and services offered Mandatory Deliverables Schedule:------Activity 1.) Develop methodology(ies) Week after award 1-3. 2.) Conduct usability study Week after award 3-4. 3.) Present initial findings to the USPTO Week after award 5. 4.) Perform data collection activities Week after award 5-8. 5.) Provide the USPTO with preliminary findings Week after award 9. 6.) Perform an analysis and develop recommendations Week after award 10-11. 7.) Prepare and present the results and recommendations Week after award 12 --