**STATEMENT OF OBJECTIVES\
\
U.S. CUSTOMS SERVICE NATIONAL UNIFORM PROGRAM**

**[INTRODUCTION\
\
]{.underline}**This Statement of Objectives describes the basic
objectives of the U.S. Customs Service National Uniform Program and is
provided in lieu of a Government written Statement of Work (SOW). This
approach provides potential offerors the flexibility to develop cost
effective solutions and the opportunity to propose innovative
alternatives meeting the stated objectives. It also presents the
Government with an opportunity to assess the offeror's understanding of
all aspects of the effort to be performed by eliminating the "how to"
instructions to accomplish the required effort normally contained on the
SOW the Government provides to prospective offerors.**[\
\
]{.underline}** **[BACKGROUND\
\
]{.underline}**Approximately 10,000 employees are authorized to
participate in the U.S. Customs Service National Uniform Program.
Uniformed employees are located throughout the United States and foreign
locations and are members of the U.S. Customs Service Office of Field
Operations, Office of Internal Affairs, Office of Investigations and
Office of Training.\
\
**[PROGRAM OBJECTIVES\
\
]{.underline}**The purpose of this Statement of Objectives is to obtain
a contractor/business partner to support the U.S. Customs Service
National Uniform Program. Under this effort, the successful contractor
shall be responsible for full program management of the Uniform Program
(e.g. marketing, distribution, delivery) including manufacturing and
providing all uniform items (e.g. ceremonial, dress, rough duty, air and
marine uniforms, accessories, foot wear, outer wear etc.), establishing
and managing individual uniformed Customs employee accounts, tracking
funding for these accounts, tracking orders, returns and cancellations
placed against these accounts, and maintaining detailed account
balances.

We are seeking to hire a business partner who is a SERVICE PROVIDER
rather than simply a MANUFACTURER. This business partner should be an
expert program manager and integrator who focuses on customer
satisfaction.\
\
The business partner shall be responsible for:\
\
1. providing all uniform items including, but not limited to,
ceremonial,\
dress, rough duty, air and marine uniforms, outer wear, footwear, and\
accessories.\
\
2. manufacturing and/or acquiring all items required under the National

Uniform Program.\
\
3. providing inventory control and management, warehousing and tracking

of all inventories either manufactured or acquired to ensure secure

storage and timely deliveries of all uniform items in accordance with

current commercial standards. The business partner should have\
(a) an established distribution process and (b) a quality control
inspection\
program in place including manufacturing, procuring, warehousing\
and distribution.\
\
4. providing shipping, handling, and delivery of all goods directly to
all\
employee locations.\
\
5. establishing and coordinating the entire ordering process beginning
with

the placement of each order through the distribution cycle.\
\
6. providing a secure automated web based ordering process/e-commerce

solution; specifically an automated on-line ordering process\
available 24 hours a day/7 days a week. Separately, the business\
partner should maintain a customer service/help desk at least 8 core\
hours 5 days a week.\
\
7. providing, on an as-needed basis, professional services for
redesigning

uniform items.\
\
8. providing an ordering process to effectively manage the introduction

or termination of certain product lines as well as changes to current
and

existing uniform products. From time to time the National Uniform\
Program may have a requirement for new/revised uniform products\
which shall require a fast turn-around time. Consequently, the business\
partner must be able to expeditiously respond to requests to accomplish\
any changes and must be able to specify a response time relevant to\
accomplishing any Government requested change to a uniform product\
line.\
\
9. providing standard operating procedures to handle the implementation
of

new products, defective products, and the discontinuation of

Government products.\
\
10. establishing standard operating procedures for the management of
new\
or first time orders, returns, back orders, and special orders.\
\
\
\
11. providing established standard operating procedures for processing

invoices, processing refunds, credits and exchanges, managing both\
deliveries and lost deliveries, billing processes, complying with
quality\
assurance reviews and establishing procedures for maintaining

employee privacy and customer service.

12\. effectively balancing/managing inventories with customer demand.\
\
13. effectively assuring quality control in the manufacturing process.\
\
14. effectively assuring customer satisfaction in the product lines.\
\
15. effectively managing warranties and product returns; in particular
the\
types of warranties that the uniform industry normally gives to its\
most favored commercial customers for uniforms.\
\
16. implementing a made to measure program for employees that are hard
to\
fit, or cannot find a size off the shelf.

17. working with the U.S. Customs Service to provide employees with a
    secure web site inclusive of a web based catalogue, price list,
    order form, and customer comment/feedback card.

18. providing efficient and courteous customer service, including
    assistance

related to the fit of uniform garments, comfort, proper accessories,
back\
order issues, late deliveries, problems regarding account balances, and\
any issues related to the National Uniform Program that may arise.\
\
19. simplifying reporting processes to provide scheduled and on-demand\
reports to support the management of the National Uniform Program\
based on the business partner's standard commercial reporting\
procedures.\
\
20. providing a secure automated system/e-commerce solution to simplify
the

management and administration of individual uniform accounts, uniform\
allowances and authorizations, inclusive of a tracking system to
accurately

track employee accounts and funding information, track account histories

and on-line ordering and processing relative to individual employee

uniform accounts.\
\
21. developing and maintaining individual employee uniform accounts to\
include allowance levels, order transactions (i.e. what and when
ordered\
and how much was paid or debited against the established allowance),\
and size histories.\
\
\
22. effecting an orderly transition of work from the current incumbent

contractor to the business partner's responsibility without delays or\
disruptions to the daily operations of the National Uniform Program.\
This transition period shall last between 60 to 75 calendar days.\
\
23. effecting an orderly transition of work from the business partner's

responsibility to that of a follow-on business partner without delays
or\
disruptions to the daily operations of the National Uniform Program.\
\
24. serving as a consultant to the U.S. Customs Service regarding
standard

industry practices such as fabrics, uniform components, manufacturing

advances, and improvements in program management inclusive of

inventory, storage and distribution methods.\
\
25. providing a seamstress/tailor on-site at the Federal Law
Enforcement\
Training Center (FLETC) in Glynco, GA to measure each new uniformed

employee to ensure that each new uniformed employee is properly attired\
and fitted for training and graduation. The business partner shall
manage\
the measuring & ordering process on-site at FLETC for all uniformed\
students and graduates throughout the life of this contract.\
\
26. establishing and maintaining an on-site inventory and warehouse\
operation at FLETC.\
\
27. demonstrating a full showing of all uniform items, footwear and\
accessories within the transition period (Refer to Item 22).\
The initial inventory of all uniform items, footwear and\
accessories must be available for inspection by the U.S. Customs\
Service during the course of the transition period.\
\
28. providing wear tests for new and/or revised uniform items. This
will\
require the purchasing of the wear test items and the management of\
of the process. The Contractor shall collect and compile customer data\
from Customer Evaluation Forms and provide a written analysis of the\
findings. These new and/or revised uniform items may be incorporated\
into the National Uniform Program at a later date as a product line\
change.\
\
**[CONTRACT OBJECTIVES]{.underline}\
**

1\. To use an innovative and creative technical approach to manage the

National Uniform Program in accordance with the business partner's

standard commercial practices.

2\. To have our business partner propose business solutions using\
performance based contracting techniques with incentives and

disincentives designed to reward superior performance.\
\
Specifically, we want a business partner to establish performance\
incentives focusing on criteria such as early deliveries/timeliness,\
extending the term of the contract to reward exceptional performance,

and the use of surveys to measure customer satisfaction and quality.

(The results of the surveys would be used to award incentives or apply\
deductions). We want our business partner to create positive and\
negative incentives normally used as industry commercial practices,

which we may be able to apply to the overall, contract structure.\
\
3. To determine a pricing structure to accomplish the requirements set
forth\
in this Statement of Objectives.

4\. To determine a contract type pursuant to standard commercial
practices.\
\
5. To determine a contract period of performance in accordance with\
standard commercial practices. The minimum life of the contract\
should be one year with an option for four years. The maximum life of\
the contract should range from five to ten years.\
. **\
\
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\
**\
\
\
**Point of Contact: Mark Weinstein\
Organization: U.S. Customs Service Procurement Division\
Phone: (202) 927-0567\
Email:** <mark.j.weinstein@customs.treas.gov>