R -- Customer Service/Customer-Supplier Partnership Training

The Contractor shall deliver and facilitate training events addressing Customer Service and Customer-Supplier Partnerships, including all course materials and all administrative support, educational programs, and specialized instructional materials for Defense Finance and Accounting Service (DFAS) managers and employees. “Customer”, as addressed here, refers to customers who are both internal and external to DFAS. The contractor shall facilitate/present training to DFAS employees on customer service skills and customized workshops for client interface teams, designed to provide collective understanding among the team members regarding the client relationship approach/strategy. There are two different training sessions; one will be four hours, the other either hours. The contractor will also provide facilitation services and just-in-time training for client interface teams (internal functional managers serving a common client and providing different products/services). Client interface teams efforts will generally be targeted on a specific client / customer entity. This learning event will result in a heightened and collective understanding of the “customer’s business” and awareness of DFAS moments of truth regarding a specific client. The services delivered by the contractor shall support the following competencies: - Work to develop skills that effectively assess the need of the customers and provide information or assistance to resolve their problems or satisfy their expectations - Build alliances, engage in cross functional activities; collaborate across boundaries and find common ground with a widening range of stakeholders; and utilize contacts to build and strengthen internal support bases. These training activities will also be provided as either a four hour session or an eight hour session. The vendor will present an eight hour course, entitled Pilot Course (Customer Service), to an audience that is representative of that for whom the course is intended with the addition of observer(s) from the DFAS Core Curriculum Program. The observer(s) will normally be the COR and other government personnel with technical competence in the subject matter of the course. The pilot course will be conducted within thirty (30) calendar days of the date of award, on a date mutually agreed to by the Government and contractor at a place determined by the Government. Should a date not be mutually agreed upon, the course will be on the date specified in the schedule. The vendor will be selected through a "Best Value" evaluation process. Cost is a significant, but not controlling factor in determining the awardee. The solicitation will be released on or about 11 December 2003, with proposals due thirty (30) days after initial release of the solicitation. This procurement action, will to be best of the Government's ability, be conducted in a "paperless" environment. Therefore, the contracting office will not entertain any questions or requests for the solicitation that are not received electronically (by e-mail). Questions or requests for the solicitation received telephonically, by mail, or by facsimile will not be honored.