VA awards $25.8M contract for web-based survey feedback solution to improve veteran experiences

Contract Overview

Contract Amount: $25,783,993 ($25.8M)

Contractor: Halfaker and Associates, LLC

Awarding Agency: Department of Veterans Affairs

Start Date: 2016-09-09

End Date: 2019-03-31

Contract Duration: 933 days

Daily Burn Rate: $27.6K/day

Competition Type: FULL AND OPEN COMPETITION

Number of Offers Received: 6

Pricing Type: LABOR HOURS

Sector: IT

Official Description: IGF::OT::IGF HE DEPARTMENT OF VETERANS AFFAIRS (VA) ISSUED THE SUBJECT REQUEST FOR TASK EXECUTION PLAN (RTEP) FOR THE PROCUREMENT OF CONTRACTOR SUPPORT FOR THE IMPLEMENTATION OF A WEB-BASED NEAR REAL-TIME SURVEY FEEDBACK SOLUTION. THE GOAL OF THE TOOL IS GATHER INFORMATION THAT WILL IMPROVE CUSTOMER EXPERIENCES THROUGH FASTER SERVICE RECOVERY. THE TOOL WILL BE UTILIZED BY VARIOUS GROUPS ACROSS VA INCLUDING THE VETERANS HEALTH ADMINISTRATION VETERANS BENEFITS ADMINISTRATION, THE NATIONAL CEMETERY ADMINISTRATION, AND INTERNAL SUPPORT GROUPS SUCH AS HUMAN RESOURCES AND ADMINISTRATION AND OFFICE OF INFORMATION&TECHNOLOGY. THE CONTRACTOR SHALL PROVIDE ALL SUPPORT REQUIRED FOR SUCCESSFUL IMPLEMENTATION OF THE WEB BASED SURVEY TOOL.

Place of Performance

Location: ARLINGTON, ARLINGTON County, VIRGINIA, 22206

State: Virginia Government Spending

Plain-Language Summary

Department of Veterans Affairs obligated $25.8 million to HALFAKER AND ASSOCIATES, LLC for work described as: IGF::OT::IGF HE DEPARTMENT OF VETERANS AFFAIRS (VA) ISSUED THE SUBJECT REQUEST FOR TASK EXECUTION PLAN (RTEP) FOR THE PROCUREMENT OF CONTRACTOR SUPPORT FOR THE IMPLEMENTATION OF A WEB-BASED NEAR REAL-TIME SURVEY FEEDBACK SOLUTION. THE GOAL OF THE TOOL IS GATHER INFORMATION THAT… Key points: 1. Contract aims to enhance customer experience by enabling faster service recovery. 2. Solution will be utilized across multiple VA administrations, including Health, Benefits, and National Cemeteries. 3. Implementation requires comprehensive contractor support for a web-based survey tool. 4. The contract is structured for labor hours, indicating a focus on personnel time and expertise. 5. This procurement falls under Computer Systems Design Services, a common category for IT solutions. 6. The duration of the contract is approximately 31 months, allowing for phased implementation and refinement.

Value Assessment

Rating: good

The contract value of $25.8 million for a web-based survey feedback solution appears reasonable given the scope of implementation across multiple VA administrations. Benchmarking against similar IT service contracts for system development and implementation suggests this price point is within expected ranges. The labor hours pricing model allows for flexibility but requires careful monitoring to ensure efficient resource utilization and prevent cost overruns. The specific functionalities and expected outcomes will be key to a definitive value assessment.

Cost Per Unit: N/A

Competition Analysis

Competition Level: full-and-open

The contract was awarded under full and open competition, indicating that multiple vendors had the opportunity to bid. This competitive process is designed to foster price discovery and encourage vendors to offer their best pricing and technical solutions. The presence of multiple bidders generally leads to a more robust selection of qualified contractors and potentially better value for the government.

Taxpayer Impact: Full and open competition is beneficial for taxpayers as it drives down costs through market forces and ensures the government receives competitive pricing for its investments.

Public Impact

Veterans will benefit from improved customer experiences and faster resolution of service issues. The Veterans Health Administration, Veterans Benefits Administration, and National Cemetery Administration will receive enhanced feedback mechanisms. Internal VA support groups, including HR and IT, will also leverage the tool for operational improvements. The implementation of this solution is expected to streamline service recovery processes across the department. Workforce implications include the need for trained personnel to manage and utilize the survey feedback system.

Waste & Efficiency Indicators

Waste Risk Score: 50 / 10

Warning Flags

Potential for scope creep if requirements are not clearly defined and managed.
Ensuring data privacy and security for sensitive veteran feedback is critical.
Integration challenges with existing VA IT systems could impact implementation timelines.
Measuring the true impact on service recovery requires robust performance metrics.
Reliance on labor hours can lead to cost increases if not closely monitored.

Positive Signals

Clear objective to improve veteran experience demonstrates a focus on user outcomes.
Full and open competition suggests a commitment to achieving best value.
Broad application across multiple VA administrations indicates a strategic, enterprise-wide approach.
The use of a web-based solution allows for scalability and accessibility.
The contract duration allows for thorough implementation and potential adjustments.

Sector Analysis

This contract falls within the Computer Systems Design Services sector, a significant segment of the IT industry focused on developing and implementing software and IT solutions. The market for such services is highly competitive, with numerous firms offering expertise in system design, integration, and implementation. The VA's spending in this area is consistent with government-wide efforts to modernize IT infrastructure and improve service delivery through digital solutions. Comparable spending benchmarks for similar system implementations often range from tens to hundreds of millions of dollars, depending on complexity and scale.

Small Business Impact

While the data indicates this contract was awarded under full and open competition and does not specify a small business set-aside, it is crucial to assess subcontracting opportunities. Large prime contractors are often required to meet small business subcontracting goals. The success of small businesses in this ecosystem will depend on their ability to partner with the prime contractor and demonstrate specialized capabilities relevant to the survey feedback solution's implementation and maintenance.

Oversight & Accountability

Oversight for this contract will likely be managed by the Department of Veterans Affairs' contracting officers and program managers. Accountability measures will be tied to the successful delivery of the web-based survey feedback solution according to the specified requirements and performance metrics. Transparency is generally maintained through contract award databases and reporting requirements, though specific details of ongoing oversight may not be publicly disclosed. The VA's Office of Inspector General may also conduct audits or investigations if performance issues or concerns arise.

Related Government Programs

VA IT Modernization Initiatives
Customer Relationship Management (CRM) Systems
Government IT Services Procurement
Web Application Development Contracts
Service Improvement Programs

Risk Flags

Potential for integration issues with legacy VA systems.
Risk of data breaches or privacy violations if security measures are inadequate.
Challenges in achieving high user adoption and consistent feedback submission.
Difficulty in quantifying the direct impact on service recovery without clear metrics.

Frequently Asked Questions

What is this federal contract paying for?

Department of Veterans Affairs awarded $25.8 million to HALFAKER AND ASSOCIATES, LLC. IGF::OT::IGF HE DEPARTMENT OF VETERANS AFFAIRS (VA) ISSUED THE SUBJECT REQUEST FOR TASK EXECUTION PLAN (RTEP) FOR THE PROCUREMENT OF CONTRACTOR SUPPORT FOR THE IMPLEMENTATION OF A WEB-BASED NEAR REAL-TIME SURVEY FEEDBACK SOLUTION. THE GOAL OF THE TOOL IS GATHER INFORMATION THAT WILL IMPROVE CUSTOMER EXPERIENCES THROUGH FASTER SERVICE RECOVERY. THE TOOL WILL BE UTILIZED BY VARIOUS GROUPS ACROSS VA INCLUDING THE VETERANS HEALTH ADMINISTRATION VETERANS BENEFITS ADMINISTRATION, THE NATIONAL CEMETE

Who is the contractor on this award?

The obligated recipient is HALFAKER AND ASSOCIATES, LLC.

Which agency awarded this contract?

Awarding agency: Department of Veterans Affairs (Department of Veterans Affairs).

What is the total obligated amount?

The obligated amount is $25.8 million.

What is the period of performance?

Start: 2016-09-09. End: 2019-03-31.

What is the track record of Halfaker and Associates, LLC in delivering similar IT solutions for federal agencies, particularly within the Department of Veterans Affairs?

Halfaker and Associates, LLC has a notable track record with the Department of Veterans Affairs, having secured numerous contracts for IT services, including system modernization, software development, and data analytics. Their experience often involves supporting large-scale federal IT initiatives. For instance, they have been involved in projects related to health IT, claims processing, and data management within the VA. This specific contract for a web-based survey feedback solution aligns with their demonstrated capabilities in developing and implementing user-centric IT tools designed to improve service delivery and operational efficiency for federal agencies. Their past performance within the VA suggests a familiarity with the agency's complex environment and requirements.

How does the $25.8 million contract value compare to similar web-based survey or feedback system implementations in other federal agencies or large private sector organizations?

The $25.8 million contract value for a comprehensive web-based survey feedback solution, implemented across multiple VA administrations over approximately 31 months, appears to be within a reasonable range for large-scale government IT projects. Similar implementations in other federal agencies or large private sector organizations can vary significantly based on scope, complexity, user base, and required integrations. For instance, enterprise-level customer feedback platforms with advanced analytics, multi-language support, and integration with multiple backend systems can easily cost tens of millions of dollars. Given the VA's size and the requirement for broad deployment across health, benefits, and administrative functions, this figure suggests a substantial undertaking that necessitates significant development, integration, and support resources. Without specific details on the exact features and user numbers, a precise benchmark is difficult, but the allocated funds are consistent with the scale of such an initiative.

What are the primary risks associated with the implementation of this web-based survey feedback solution, and what mitigation strategies are in place?

Key risks include potential integration challenges with existing VA IT infrastructure, ensuring robust data security and privacy for sensitive veteran feedback, and achieving widespread user adoption across diverse departments. Scope creep is another significant risk, where project requirements may expand beyond the initial agreement, leading to cost overruns and delays. Mitigation strategies likely involve rigorous system testing, phased rollouts, comprehensive user training programs, and strong project management oversight. The VA's IT security protocols and data governance policies should provide a framework for protecting sensitive information. Clear definition and management of project scope, along with regular stakeholder communication, are crucial for addressing scope creep and ensuring alignment.

How will the effectiveness of this survey feedback solution be measured to ensure it leads to tangible improvements in customer experiences and service recovery?

The effectiveness of the survey feedback solution will be measured through a combination of quantitative and qualitative metrics. Key performance indicators (KPIs) will likely include response rates to surveys, the speed of service recovery actions taken based on feedback, and trends in customer satisfaction scores over time. The VA may also track metrics related to the reduction in complaints or escalations for issues that are identified and addressed through the feedback system. Qualitative assessments through user feedback on the tool itself and analysis of the types of issues reported will also be important. The goal is to demonstrate a direct correlation between the implementation of the tool and measurable improvements in how veterans perceive and experience VA services.

What is the historical spending pattern for similar IT services or customer feedback systems within the Department of Veterans Affairs?

The Department of Veterans Affairs has historically allocated significant funding towards IT modernization and service improvement initiatives. Spending on IT services, including system development, software implementation, and contractor support, often runs into hundreds of millions or even billions of dollars annually across various programs. While specific historical data for 'survey feedback solutions' might be granular, the VA has consistently invested in customer relationship management (CRM) tools, data analytics platforms, and web-based portals aimed at enhancing veteran engagement and service delivery. Previous contracts for similar functionalities, such as patient feedback systems or benefits inquiry portals, would provide context. The $25.8 million for this specific solution represents a targeted investment within the broader IT budget, reflecting the agency's ongoing commitment to leveraging technology for improved veteran outcomes.

Industry Classification

NAICS: Professional, Scientific, and Technical Services › Computer Systems Design and Related Services › Computer Systems Design Services

Product/Service Code: IT AND TELECOM - INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS › ADP AND TELECOMMUNICATIONS

Competition & Pricing

Extent Competed: FULL AND OPEN COMPETITION

Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY

Offers Received: 6

Pricing Type: LABOR HOURS (Z)

Evaluated Preference: NONE

Contractor Details

Address: 2900 S QUINCY ST STE 410, ARLINGTON, VA, 22206

Business Categories: 8(a) Program Participant, Category Business, Limited Liability Corporation, Minority Owned Business, Other Minority Owned Business, Self-Certified Small Disadvantaged Business, Service Disabled Veteran Owned Business, Small Business, Sole Proprietorship, Special Designations, U.S.-Owned Business, Veteran Owned Business, Woman Owned Business, Women Owned Small Business

Financial Breakdown

Contract Ceiling: $25,893,692

Exercised Options: $25,783,993

Current Obligation: $25,783,993

Subaward Activity

Number of Subawards: 3

Total Subaward Amount: $14,284,671

Contract Characteristics

Commercial Item: COMMERCIAL ITEM PROCEDURES NOT USED

Cost or Pricing Data: NO

Parent Contract

Parent Award PIID: VA11816D1002

IDV Type: IDC

Timeline