Customer Satisfaction Study of the Participant Assistance Program

This sources sought announcement is for information and planning purposes only; this announcement is not a formal solicitation and not intended as a commitment by the Government. A contract may not be awarded as a result of this sources sought announcement. The Office of Procurement Services, on behalf of the Employee Benefits Security Administration, is seeking qualified and capable large and small businesses to provide Customer Satisfaction Study of the Participant Assistance Program, with an emphasis on identifying capable HUBZone Small Business, Service-Disabled Veteran-Owned Small Business, and Small Business concerns. The Government intends to solicit and procure the required services under set-aside or full and open procedures supported by this source sought announcement. If at least two responsible SDVOSB, or HUBZone providers are determined by the Government to be capable of performing this requirement based on an evaluation of the capability packages submitted by Friday, 19 April, 2013 2:00 PM EST, the requirement will be solicited as a 100% for SDVOSB or HUBZone. If two or more SDVOSB or HUBZones are not found capable, and two or more small businesses have been identified that are capable of providing these services the requirement will be solicited as a 100% set-aside for small business concerns. If capability packages are not received from at least two responsible small business concerns in accordance with FAR Part 19 by the response date, or if the Government determines that no small business concerns in accordance with FAR Part 19 are capable of performing this requirement based upon an evaluation of the capability packages submitted; this requirement will be solicited under full and open competitive procedures. All interested concerns, both small and large businesses capable of providing services under NAICS code 541910 with a size standard of or over $14M are encouraged to submit their capability packages. The capability packages for this sources sought market survey are not proposals, but rather statements regarding the company's existing experience in relation to the areas specified in the Statement of Work. Capability packages must not exceed 15 pages and must be submitted electronically. All contractor questions must be submitted no later than Monday, April 8, 2013 at 10:00 AM EST. Contractors are responsible for all costs for submitting their capability packages. POC is Na Lin, at Lin.Na@dol.gov. Small business concerns are to outline their experiences in the following: 1. Conducting continuous, large scale customer satisfaction surveys via telephone including number of surveys conducted for each project. 2. Developing and implementing a methodology for sampling a customer population based on variety of criteria that will achieve approval of the Office of Management and Budget for the Paperwork Reduction Act process. 3. Combining the data gathered via the survey with detailed data about the customers' interaction with the agency in order to provide actionable intelligence that can lead to improving the scores. 4. Providing training to the employees in the field offices and national office on how to interpret the study results as well as developing action plans for improving the scores over time. 5. Whether or not contractor will be able to compare results to other, similar business organizations. Areas or tasks where a contractor does not have prior experience should be annotated as such. A written Request for Quote (RFQ) will be posted on or about 28 May 2013. The RFQ must be retrieved and downloaded from FedBizOpps at www.fbo.gov. No hard copies of the RFQ will be issued. All amendments will be posted and must be retrieved from this website. Responses to the RFQ must be submitted by email to the POC identified below. No solicitation mailing list will be compiled.