VA awards contract for Customer Service Improvement Program

Re: Solicitation Number: 36C10B19R0016

The proposed action is for a firm-fixed-price contract for management and consulting services to assist with the programmatic and administrative efforts of the VA, Office of Information & Technology (OI&T), Talent Management Office (TMO). Specifically, this justification is for the requirement that any source utilize the American Customer Satisfaction Index (ACSI) Structural Equation Modeling software for completion of the Annual Customer Satisfaction Survey and the Net Promoter Score measurement surveys. Based on the below analysis only CFI Group, LLC. has access to ACSI and therefore are the only source that can meet the brand name requirement.

VA, OI&T has a requirement for management and consulting services for the measurement of Customer Satisfaction Metrics. The required services include functions such as measurement of customer satisfaction, customer site visits and engagement, customer service improvement activities, analysis of quantitative and qualitative data, communication, data analytics, research, and reporting. The brand name portion of this requirement is the use of the ACSI Structural Equation Modeling software. ACSI Structural Equation Modeling software is required for completion of the Annual Customer Satisfaction Survey and the Net Promoter Score measurement surveys. The data from these surveys are utilized for the overall measurement of Customer Satisfaction Metrics. The ACSI measures customer satisfaction with over 100 services, programs, and websites of federal government agencies…

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