1. The Customer Service Model
The goal of this presentation is to give a full overview of SEWP’s customer service – from “learning to use SEWP” to providing feedback after delivery.
The Customer Service Model 1

2. The SEWP Customer Experience
Customer Service Staff for Helpline and Order Processing
Nine Dedicated Contractor Staff with long-term experience
Direct access to Four Civil Servants and 35 other contractor support staff
All interactions are measured for quality and timeliness with One Business Day response as a goal
2 Contract Holder Relationship Managers (CHRMs)
Daily interaction with Contract Holders
Mediation, support and oversight of Customer – Contract Holder interaction
Striving to Deliver Amazing!
Talks about who is available to assist.

3. Procurement Lifecycle
Pre-Order Support
Review Requirements when scope is uncertain
Assistance on SEWP Processes including step-by-step walk through
Online Quote Request Tool
Order Processing
Review, process and forward orders to Contract Holder
Orders must be sent to SEWP Program Management Office (PMO) by Government Agency
Reconcile and track orders through completion
Post-order Support
Process and post order status data
Assist in order resolution 3

4. Quote and Pricing Assistance
Scope and Statement of Work (SOW) Review
If any concerns about an SOW and/or scope of requirements, submit information to for review and advise
If number of quotes received is less than expected, SEWP can assist in researching the cause and solution: contact
If quoted price is higher than expected or otherwise questionable, contact and we will research and provide recommendations
This is fully discussed in Scope and Quote breakouts so do not spend a lot of time on this

5. Training and Outreach
On-site Training on Contracts, SEWP Program, and Tools
Free – that is right, the cost is $0
In-depth: 1.5 to 2 hours
2 CLPs (Continuous Learning Points)
Worldwide
Any size audience
Contact / or see any SEWP staff member
Training Video
Same cost as the on-site training
Quick overview of main concepts
15 minutes
DVD copies available
Provides an overview of our training offering

6. Frequently Asked Questions Online Knowledge Base
Frequently Asked Questions (FAQ)
80% of current helpline questions are answered in FAQ’s
We are always happy to answer questions personally
Frequently asked questions are available on SEWP website with search function
Glossary – SEWP definitions
Help ticket submissions and tracking
Customer Support Center Demonstration
Useful for non-office hours and for do-it-yourselfers
User receives confirmation of receipt with ticket number for reference
FYI: Ticketing System is an example of Software as a Service purchased under the SEWP contracts
Under this slide we will provide a full overview of FAQ tool and Customer Parature portal capabilities. Also showing how to submit a ticket. Words to be looked up include but are not limited to: 2014, Fair Opportunity, Groups, Garbage, Brand name

7. Submission Confirmation
Customer Service
Submission Confirmation

8. Order Process

9. Order Process Overview
Log Order
(Q-App)
Order
Arrives
-Via / Fax / PRISM
- Acknowledge Receipt
- Attach Internal QC Checklist
Pre-screen/
Classify -
Ready? *
Route
Process
-Assign ‘Received Status
Populate Internal QC Checklist
We Examine Order for Required Info:
- Contract Holder
- Agency
Re-check:
- Req’d Information
- Critical Info. Check
Order submitted
Order Preparation
Order Processing
Further
Info.
Required
This Slide explains the various checkpoints an order goes through. < I would spend less time on this slide – the next set of slides will go into depth – do a quick run through the process>
-Issuing Agency
-ITARS # (for VA)
-Training (DOD)
-Fair Opportunity Form (+$5 mil)
Order sent to Contract Holder (CH)
CH verifies receipt

10. Order Submission Information
On fax cover sheet or text area include the following:
Include a Point of Contact (POC)
POC will be notified of all updates related to this order
If Contracting Officer (CO/KO) provides address, he/she will also be kept automatically informed of all updates
Zip code of the CO/KO’s office
Order Number (if credit card, provide order number to track with)
Expected delivery date
RFQ Number
VA: Include ITARS or reason ITARs is not needed

11. Order Process
Order is ed or faxed from customer to SEWP Program Office
For ed orders, confirmation immediately provided to customer including a Ticket Number
All orders initially reviewed and tracked
Initial Tracking Number assigned (referred to as the Q Number)
If initial review uncovers a problem, order is put into Problem status:
Contract Holder is automatically notified
Customer will receive a phone call and/or explaining the issue
Problem notification occurs within one business day but typically within 3-4 hours

12. Typical Order Problems
Wrong Contract Number
Contract number does not match the Contract Holder’s name
A GSA contract number is provided instead of a SEWP contract number
Vendor is not a SEWP Contract Holder
Support Service Contractor issued order but is not authorized
For Veterans Affairs: there is no ITARS tracking number
For Department of Defense, the signing official is not trained
Order is not readable or is missing pages
Order modification sent in but we cannot locate the original order

13. Scope Review Check
Orders over $100,000 are reviewed by upper management to verify the order is in scope
Rarely an issue
Most common issue concerns services
Orders over $5 Million require Fair Opportunity backup
A Fair Opportunity Form
Or the SEWP RFQ (Request for Quote) number

14. Order Entry Information
User Delivery Date
Customer’s expected delivery date, if provided
Defaults to 30 days, if customer has not provided an expected date
Contract Holder must either meet the date or provide an explanation and negotiate a different date
Order status is set to ‘Entered’
Point of contact(s) (POC) selected
Order Sequence Number (OSN) is assigned
Unique number used for tracking
When referring back to order for any issues or mods, it is helpful to note the OSN

15. Order Processed E-mail
The following SEWP Order has been entered at the SEWP Program and forwarded to the Contract Holder CDW*G
Delivery Order Number : CBCL751
Order Status : ENTERED
Expected Delivery Date: MAY 13, 2011
Contract Number : NNG07DA35B / CDW*G
Award Date : 03/21/11
Mod Level : 0
Control Number (OSN) :
Total Amount :
Surcharge Amount : 12.6
Agency Number (or ITARS) :
CO Name :
CO Phone :
Either contact us at or call us at (301) if you have any questions.
Thank You,
SEWP Staff

16. Notification
Indicates order has been processed and forwarded to the Contract Holder
OSN provided (Control Number)
Calculated Fee listed
Informational only – no changes required if fee is different on order
Contract Holder must verify receipt
Customer does not need to reply – Thank You’s are not needed
Any questions / issues should be sent to

17. Order Evolution & Tracking
After discussing slide – go to website and show Order status. Then move through the next two slides.
SEWP Logs History of Order from Original Receipt through Shipment
Order Status Can be Obtained on Website (under ‘Order Info’)
For recent info on order contact Contract Holder and CC

18. Order Status - Shipped Contract Holder has shipped all products
Contact Contract Holder (cc if shipment not received
All products requiring shipment should be fulfilled
Shipped status does not imply service related items; e.g. installation, training, warranty; have been fulfilled

19. Shipped
The following information concerning Order#: "742P15030" and osn: "133383" was provided by Contract Holder Rep. "Analisa Chase" of "Intelligent Decisions".
Status was changed from ENTERED to SHIPPED
Shipped Date was entered 03/28/11
The following Remarks were added:
All product shipped.

20. Order Status – Partial and POPOnly
Parital Status => Contract Holder has shipped some of the products
POPOnly Status => Order does not contain any items to be shipped
POP refers to Period of Performance; e.g. only service related items; e.g. installation, training, warranty; are on this order

21. Order Status - Canceled
Customer has sent in a mod or to cancel order
Contract Holder has denied acceptance
Customer POC has been notified
Order has a problem which has remained dormant for over 30 days
Orders canceled in the SEWP system can be reset to Entered status through a notification from the customer

22. Order Status - Delayed
Contract Holder is delaying the processing of the order until an issue is resolved
Typically requires an order mod or an communication
Contract Holder is not responsible for delivery fulfillment until issue is resolved
Please pay attention to these s (sample on next slide)
There are only a defined set of reasons for a Delayed status as listed in next set of slides

23. Delayed Status
The following information concerning Order#: "657R14175" and osn: "133955" was provided by Contract Holder Rep. "Michael McCabe" of "Blue Tech, Inc.".
Status was changed from ENTERED to DELAYED
Delay Reason is Customer placed order based on expired quote.
The following Remarks were added:
Order has been placed in Delayed status indicating that BLUE_TECH is delaying acceptance and processing the order because it is based on an expired quote. Please contact the Contract Holder for an updated quote.
This order stems from a request put out on 8/25/2010.

24. Reasons for Delayed Status (1 of 3)
Awaiting an order modification
The Delayed status should indicate the nature of the required mod
Some typical mod requirements:
Customer request to wait for a mod to change some item on the order
Contract Holder information (address, name, etc) is incorrect
The item is end of life and a replacement is needed
Price cannot be increased
Awaiting availability of funds
Contract Holder is not obligated to fulfill and order if the order indicates that funds are not yet available
Often resolved through a simple mod or confirmation

25. Reasons for Delayed Status (2 of 3)
Award date needs to be updated because SEWP Quote tool not used
Items on the quote were not on the SEWP Contract at time of award
Use of the SEWP Quote tool prevents this from occurring
Contract Holder needs credit card information
Contact the Contract Holder
Do not or provide SEWP Program Office with credit card number
Customer included unacceptable Terms and Conditions (Ts and Cs)
Additional Ts and Cs must be mutually agreeable

26. Reasons for Delayed Status (3 of 3)
Customer placed order based on expired quote
Most quotes valid for 30 days
Order did not match the quote
Order resulted from Market Research
Market Research based quotes are unverified and therefore cannot be used to place an order

27. Assistance With Order Issues
Contact Contract Holder Program Manager
List of contacts under “Contract Holders” menu at
Cc on all correspondence
SEWP Program Office provides advice, recommendations, problem resolution and tracking of issues

28. Contract Holder Relationship Manager
2 Full-time staff serve as CHRMs (Contract Holder Relationship Managers)
Liaison between SEWP Program Management Office (PMO), Contract Holders (CH), Industry, and Users
Daily if not hourly interactions between CHRMs and Contract Holders
Annual one-on-one meetings with each Contract Holder
Discuss past issues
Promote good communication
Quarterly Program Manager Meetings
Assist Government Customers with Issue Resolution
Provides mediation, research, recommendations, and/or a sympathetic ear
Objective is to provide a balanced perspective

29. CHRMing Activities Industry Events Track Program Performance
Semi-annual Industry Forums
Please encourage any company you work with who wants to know more about SEWP to attend one of these events (send to
Sales Training
Sales forces at all Contract Holders are required to be trained on SEWP Contracts
Manufacturer Training
Track Program Performance
Assist in review and approval of product catalog updates:
Technology Refreshments (TR)
Statement of Work and Scope Reviews
Oversight of Contract Holder Only Page (CHOP)
Web site used to provide Contract Holders with a suite of tools
Manage the Contract Holder Reports

30. Contract Holder Reports
SEWP provides Contract Holders with an array of periodical reports
Contract Holder is fully informed of all SEWP-related activities, actions, and issues in a timely fashion
Agency and Contract Holder Total Usage – Monthly
Delivery Order and Quote Request Summary – Weekly
Pending Quote Requests – Daily
Orders With Upcoming or Overdue Delivery Times – Daily
Order Receipt and Order Summary Issue Report - Daily

31. SEWP Notification Recipients
Report
Customer
SEWP PMO
Contract Holder
Approved Manufacturer
Order Changes
RFQ/RFI
Order Quarantine
Order Processed
Delivery Date Change
Order Acknowledgement by CH
Delayed Acceptance of Order
Order Shipped
Order Overdue for Delivery
Technology Refresh

32. Program Performance Categories (1 of 2)
Reporting Category
Timeliness
Accuracy
Surcharge Payments
Customer Satisfaction
Response to Customer Complaints
Quality of Products and Services
Information Distribution
Correct Information
Website
Marketing Materials
Quotes
Follow Customer Contact Guidelines

33. Program Performance Categories (2 of 2)
Delivery Category
Orders Delivered by Expected Delivery Date
CH Follows SEWP Procedure for Delivery Delays
CHOP Used to Update Order Status
Customer Properly Notified
Contract Adherence Category
Quote in Accordance with SEWP Rules
All Quoted Items on contract
All Quoted Items included in Verification File
Quote Submitted Through SEWP Quote Interface
Attend Required Meetings
Follow SEWP Delivery Order Policy
Reporting Accuracy

34. Program Performance Ratings
Ratings are based on 4 levels
Blue = Excellent
Green = Very Good
Yellow = Fair
Red = Poor
In general, multiple problems in a given area within a 3 month window causes a downgrade
After a downgrade, 3 months without any issues results in an upgrade

35. Program Performance Page

36. Program Performance What it Means
Program Performance does not constitute the official Past Performance ratings based on FAR Part Customer Satisfaction
Annual past performance ratings may be obtained upon request
Goal is to have everyone rated Excellent
Contract Holders were awarded a contract in part based on evaluation of program level capabilities
Best use of the Program Performance ratings is to encourage Contract Holders to resolve issues quickly and with minimum delay
SEWP Program Office would rather have a satisfied customer than a downgraded Contract Holder

37. Program Performance What a Low Rating Means
If a rating is Good or Poor:
Check the category:
Reporting and Information Distribution are unlikely to affect an individual order performance as these tend to be Program level issues;
Contract Adherence issues may be Customer related – typically related to Quoting or Program level issues
Delivery and Customer Satisfaction may indicate an issue with past order fulfillment
Contact the SEWP Program Office, especially for Poor Ratings in Delivery and/or Customer Satisfaction
Program Office can provide more details on the meaning of the rating
Future version of the Quote tool will flag Contract Holders with low program performance ratings

38. Program Performance What You Can Do to Help
Send information about any Contract Holder issues to
CC: on any correspondence with Contract Holder concerning an issue
If we do not know about the problem, we cannot assist
If we do not know about a problem, we cannot prevent it from happening again

39. Contact Us Helpline: 301-286-1478 Mon–Fri, 7:30 AM–6:00 PM ET
Fiscal Year End Hours are Extended. Watch SEWP Website for exact details.
Always open till midnight on September 30th
Fax orders to:
orders & modifications to:    
for Assistance :      
Always CC SEWP when corresponding with Contract Holder regarding any issues
Live Chat  

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