R -- Customer Satisfaction Survey

U.S. Department of Labor, Employment and Training Administration (ETA)is modifying the Sources Sought Notice 49-071A-473, posted on February 12, 2007. ETA releases this modification for the purpose of determining if any firms are capable of licensing the name and methodology of a customer satisfaction survey. Interested firms who read this modified notice and believe they have the requisite capabilities must respond by July 16, 2007. The U.S. Department of Labor, Employment and Training Administration (DOL/ETA), is seeking the assistance of an organization capable of licensing a customer satisfaction survey name and methodology to DOL/ETA for use during Program Year 2007 (July 1, 2007 to June 30, 2008) in meeting Workforce Investment Act (WIA) customer satisfaction requirements. The WIA (Section 136(B)(2)(B)) requires states to measure customer satisfaction of employers and participants with WIA services received from statewide and local workforce investment systems. The legislation also provides that there be state-adjusted levels of performance that are expressed in an objective, quantifiable, and measurable form, show the progress of the state toward continuously improving in performance, and are comparable across states. Accordingly, DOL/ETA requires that states use a standard measurement tool so it can compare the customer satisfaction scores reported by states. All surveys and calculations of results are conducted by states, not by DOL/ETA and not by the contractor supplying the license. The methodology to be licensed will include survey questions and a response scale (with quality standards for their use), for both participants and employers that receive WIA services. Additionally, weights that can be used to transform the mean response values into scores will be required for each state. The weights minimize random survey variation or measurement error arising from differences in the characteristics of the state's customer groups. The contractor must be able to offer licenses for purchase by individual states if they choose to measure satisfaction at the local level in lieu of a statewide survey. The contractor must have ready or must develop the survey methodology in time for states to use during PY 2007 (the period ending June 30, 2008). Any development costs should be included in the cost estimate. Additional activities to be funded under this contract are: (1) the preparation of materials necessary for DOL/ETA to submit an Information Collection Request to the Office of Management and Budget as required by the Paperwork Reduction Act, and (2) training for states through web conferencing, multi-media presentations, published training materials, and other mechanisms to be proposed by the contractor; (3) ongoing Help Desk assistance to states in the form of answering questions regarding the survey methodology and its use. THIS IS NOT A REQUEST FOR PROPOSALS (RFP) AND IS NOT A COMMITMENT BY THE GOVERNMENT TO ISSUE A SOLICITATION OR ULTIMALEY TO AWARD A CONATRACT ON THE BASIS OF THIS SOURCES SOUGHT NOTICE. Responses to this sources sought notice will not serve as proposals, bids or offers, which could be accepted by the government to form a binding contract. Submission of any information in responses to this sources sought notice is completely voluntary, and shall not constitute a fee to the government. The main purpose of this sources sought notice is to conduct market research and determine the organizations capable for future competition. The Department of Labor, Employment & Training Administration invites all interested parties to submit a written response to this sources sought notice. Qualified sources interested are invited to submit a Statement of Capability (SOC), not to exceed ten (10) pages in length, by July 16, 2007. The firms must provide supporting evidence in the SOC that they have the capability to perform the requested services and must submit cost and price information in response to the requested services. Interested firms should use their best business judgment in determining the level of effort for the requested services. Interested firms must also provide a Gantt chart that illustrates the work schedule by months. The chart should show the starting date and ending date of each activity. No solicitation document exists. Responses to this notice must be in writing. No telephone inquiries will be accepted. Responses must include the SOC and reference the notice number 49-071A-473, and DOL contact, Ms. DaVeana Johnson, Contract Specialist, 200 Constitution Avenue, N.W., Room N-4655, Washington, D.C. 20210. No award will be based on any offer or proposal received in response to this notice.