Customer Service Training Program
Statement of Purpose The U.S. Fish and Wildlife Service (FWS), has posted this notice to perform market research in locating potential sources to provide capability statements for the services described in Attachment 1, Draft Statement of Work (DSOW).
Summary of Potential Requirement The National Wildlife Refuge System (NWRS), a program within FWS, has a potential requirement for the development of a customer service training program as part of the Refuge System Ambassador Program. The training program will be delivered to thousands of FWS employees, volunteers and partners at hundreds of national wildlife refuges and agency offices throughout the United States and its territories. Through a combination of in-person and online elements, the training program should be flexible, suited for individual learning, small (2-10 persons), or medium (11- 50 persons) group participation. This training program provides an in depth understanding of delivering outstanding, memorable customer service to refuge visitors, constituents, and coworkers, encompassing external and internal customer service principles, standards and agency expectations. It is directly focused on skills development and establishing customer service as a priority for the entire agency workforce (including volunteers, Friends groups, contractors and partners) and the Refuge System as an agency. The program will be tailored for USFWS staff to serve one another and constituents in the unique settings, situations, and conservation duties in which they engage.
Capability Statement Please provide a capability statement, not to exceed 15 pages, including the following information: Technical expertise as it relates to the tasks outline in the DSOW Any commercial Best Practices or suggestions that may better define the Governments requirement that are not captured by the current DSOW, including suggested contract types Any relevant past performance examples, preferably within the last 5 years Any relevant current Government acquisition vehicles for this service (GSA Schedule, GWAC, etc.) Please utilize 12 point Times New Roman font to the maximum extent practicable.
Disclaimer This Sources Sought Notice is issued solely for market research purposes and does not constitute a solicitation. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Respondents are responsible for all expenses associated with responding to this RFI. Responses to this RFI will not be returned. Respondents will not be notified of the result of the review.
POC: Adam W. Lowery, FWS Contract Specialist [email protected] ***RESPONSES ARE DUE July 31, 2014 at 2:00PM EST***
For a copy of the DSOW, please submit a request via email to the Contract Specialist listed.
Adam Lowery
