R408--Vistra Customer Service (VA-24-00027192) | Customer Service Survey Cards | Sole Source to Vistra Communcations, LLC

Intent to Sole Source Synopsis Notice for Delivery and Distribution of Survey Cards from Vistra Communications, LLC Description of Need: The Department of Veterans Affairs (VA) requires a vendor to collect and forward the survey cards, currently in circulation, which were submitted by Veterans and service members to obtain feedback regarding their satisfaction with the Medical Disability Examination (MDE) examiners services. The postage paid paper survey cards are provided to each Veteran/service member attending an MDE appointment. The Veteran/service member may complete the survey card and return to the postage paid address on the card. Currently, the return address printed on the survey cards is the previous Customer Service Survey card contractor, Vistra Communications, LLC. As a new Customer Service Survey card contract was award in September 2023, the Medical Disability Examination Office (MDEO) requires the incumbent Customer Service vendor (Vistra) to collect the response cards received to their PO Box and to forward them via US mail or similar shipping service, to an alternate address provided by the MDEO, on no less than a weekly basis. The vendor shall protect the privacy of any personal information provided by the Veteran/service member in the survey response. The Contractor shall provide the following: Requirement Meets Expectations Measurement Collect and mail survey responses received Completed at least weekly Reported in weekly status report Weekly status report Received weekly COR will ensure the deliverable is complete and consistent This requirement is for a single, Firm-Fixed Price contract award to Vistra Communications, LLC, on a sole-source basis for one (1) 6 day base period and one (1) 60-day option period. Pursuant to FAR 13.501(a)(1)(ii) a justification for other than full and option competition was prepared using the format at 6.303-2, modified to reflect that the procedures in FAR subpart 13.5 were used in accordance with 41 U.S.C. 1901. The justification was executed citing the statutory authority 41 U.S.C. 3304(a)(1), as implemented in FAR 6.302-1 -- Only One Responsible Source and No Other Supplies or Services Will Satisfy Agency Requirements. VBA MDEO currently maintains a partnership with Vistra Communications, LLC (Vistra) to provide services collecting paper survey cards received and forwarding them to specified addresses provided by MDEO. The period of performance will end March 27, 2024. VA awarded a new Customer Service Survey card contract in September with a new vendor. Since the survey cards currently in circulation contain Vistra s return address and business reply permit, Vistra may receive those survey cards after the end of the period of performance. As the current owner of the PO Box for the return address and the business reply permit, Vistra is the only vendor capable of performing this requirement. While there are other vendors capable of performing Customer Service Survey card collection, until the remainder of the current survey cards are collected and distributed to MDEO s chosen recipients, another vendor cannot perform this work. It is imperative that the current vendor continue to receive and forward the survey cards in order for MDEO to collect necessary information needed to ensure veterans can give feedback regarding their satisfaction with the disability examination providers services. In accordance with FAR 5.207(c)(16)(ii), All responsible sources may submit a capability statement which shall be considered by the agency. For more information on how to obtain the solicitation, please email the Contract Specialist, Taylor Belella, and [email protected] or Contracting Officer, Jennifer Benisek, at [email protected].