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### General Services Administration

> Federal Acquisition Service

Subject: ANSWER Contract Year 7-8 Past Performance Survey Debrief
GS09K99BHD00**00**

We have completed the seventh/eighth Annual ANSWER Past Performance
Survey, measuring client satisfaction, in accordance with Federal
Acquisition Regulation (FAR) Part 42.1501 - Contractor Performance
Information and in accordance with the Enterprise Government Wide
Acquisition Contract (GWAC) Center, dedication to continuous performance
improvement. The Past Performance Survey was conducted during the period
of July 3, 2006 through October 20, 2006. All active and closed out task
orders for the reporting period 1 July, 2005 -- 30 June, 2006 of the
corresponding year were surveyed.

An electronic questionnaire was provided to all Contracting Officers
Technical Representatives (COTR) who utilized an ANSWER contract task
order during the reporting period contract year covered by the survey.
COTRs are defined as client agency's end-users, which include Direct
Order/Direct Billed Clients. Survey results indicate that ANSWER clients
are extremely satisfied with the information technology support services
they receive from our ANSWER Industry Partners.

**(Industry Partner)** has demonstrated an unwavering commitment to
ensuring client satisfaction. The very high survey rating received from
clients indicates that **(Industry Partner)** services are
citizen-centered and results-oriented. You exceed the challenge of
providing our clients with the excellent IT support and services they
need to achieve their missions.

The following pages provide **(Industry Partner)** comprehensive survey
results received from the clients during this rating period. You will be
given an opportunity to provide comments regarding any feedback that
your firm may have regarding the survey results.

Thank you for your dedication, commitment to high performance, and
continuous achievements to ensure that the ANSWER contract remains
vibrant and successful.

Sincerely,

> PATRICIA SULLIVAN
>
> ANSWER Contracting Officer

# 

# 

**TABLE OF CONTENTS**

[**Executive Summary 1**](#executive-summary)

[Key Results 2](#key-results)

[Contract Background 2](#contract-background)

[Program History 2](#program-history)

[Industry Partners 2](#industry-partners)

[ANSWER Clients 3](#answer-clients)

[Purpose of Survey 4](#purpose-of-survey)

[Survey Methodology 4](#survey-methodology)

[Performance Category Ranking 5](#performance-category-ranking)

[Responses by Rating Factor 6](#responses-by-rating-factor)

[ANSWER INDUSTRY PARTNER PAST PERFORMANCE SURVEY 2006
7](#answer-industry-partner-past-performance-survey-2006)

[Descriptive Statistics Comparison Data
8](#descriptive-statistics-comparison-data)

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# 

# 

# **Executive Summary**

The Enterprise Governmentwide Acquisition Contract (GWAC) Center offers
efficient, responsive, and professional support for all Information
Technology (IT) acquisition needs through the ANSWER (Applications 'n
Support for Widely-diverse End-User Requirements) program. ANSWER
provides clients with worldwide access to comprehensive IT solutions
from renowned and cutting-edge Industry Partners.

GSA's ANSWER Program, awarded in December 1998 to ten Industry Partners,
provides the full spectrum of IT services through innovative "best
value" solutions. The Indefinite Quantity contracts were awarded for a
base period of two years with options to extend performance in one-year
increments up to a maximum of eight additional years. The contracts are
in their eighth contract year, with the latest options for all ten
contracts having been exercised in December 2005. The evaluation period
addressed under this survey is for the dates July 1, 2005 through June
30, 2006.

The ANSWER Program has been extremely effective at providing
high-quality, cost-effective IT services to Federal Government agencies
throughout the world, largely due to the contractual relationships with
high-caliber Industry Partners, coupled with diligent performance
monitoring by the Enterprise GWAC Center, Pacific Rim Region.

A large portion of the Enterprise GWAC Center's monitoring effort is
achieved through its ANSWER Annual Past Performance Survey, the subject
of this report. The GWAC Center has developed a procedure to query all
client agencies that have open task orders during the evaluation period.

A total of 635 questionnaires were distributed by email to survey a
total of 635 task orders. Follow-up emails and phone calls were used to
encourage completion of the surveys. The survey period had a duration of
110 days, starting on July 3, 2006 and ending on October 20, 2006. Data
validation was performed by the Government to verify the accuracy of the
data collected.

All Industry Partners were provided a summary report of their survey
scores, personally debriefed on the survey results for their companies
and given an opportunity to submit comments to the PCO regarding their
scores. A modified summary report, excluding specific Industry Partner
data will be posted to the GSA website at www.gsa.gov/answer.

# **Key Results**

-   Overall Average Score for all Industry Partners: **4.54**

# **Contract Background**

## [Program History]{.underline}

The Government Wide Acquisition Contracts (GWAC) were designed to take
advantage of economies of scale, reduce duplicative contract vehicles
and provide clients a streamlined method to fulfill their IT
requirements. The ANSWER contracts are Multiple Award,
Indefinite-Quantity contracts accessible on a worldwide basis. GSA,
Federal Technology Service (FTS), awarded ANSWER contracts to 10
Industry Partners on December 30, 1998. The contracts were administered
by the ANSWER Solutions Development Center (SDC) located in San Diego
and Oakland California. GSA realigned the ANSWER Program from FTS to the
Federal Supply Service (FSS) in January 2003 and renamed the office, the
Enterprise GWAC Center, Pacific Rim Region. The GWAC Center is now
aligned under Federal Acquisition Service.

## [Industry Partners]{.underline}

The firms listed below comprise the cadre of current ANSWER Program
Industry Partners who are recognized worldwide for making a significant
difference in providing Information Technology solutions. The Partners
have a clear vision and sense of purpose when supporting Government
clients. They remain dynamic through change and adaptation and provide
clients with stability & continuity within a highly volatile and rapidly
changing technological environment.

Contractor Contract Number

GENERAL DYNAMICS IT (FORMERLY ANTEON CORPORATION) GS09K99BHD0001

BOOZ ALLEN HAMILTON, INC. GS09K99BHD0002

COMPUTER SCIENCES CORPORATION GS09K99BHD0003

CSC SYSTEMS & SOLUTIONS, LLC GS09K99BHD0004

CACI -- ISS (FORMERLY INFORMATION SYSTEMS SUPPORT) GS09K99BHD0006

ITS CORPORATION GS09K99BHD0007

L-3 GOVERNMENT SERVICES, INC. GS09K99BHD0005

NORTHROP GRUMMAN INFORMATION TECHNOLOGY GS09K99BHD0009

SCIENCE APPLICATIONS INTERNATIONAL CORP. GS09K99BHD0010

TASC, INC. GS09K99BHD0008

## [ANSWER Clients]{.underline}

Top 10 ANSWER Client Agencies in terms of total contract obligations:

Client Total Obligations

Department of the Army \$1.63B

Department of the Navy \$1.28B

Department of the Air Force \$908M

Department of Health and Human Services \$284M

Department of Defense \$276M

Department of Transportation \$116M

Environmental Protection Agency \$84.9M

Civil Corp of Engineers \$81.9M

General Services Administration \$73.0M

Department of State \$65.7M

**Total through FY 06 \$4,806,642,182.34**

Top 10 ANSWER Client Agencies in terms of FY 06 contract obligations:

Client Total Obligations

Department of the Army \$327M

Department of the Air Force \$181M

Department of the Navy \$114M

Department of Health and Human Services \$52.0M

Department of Defense \$29.7M

Department of State \$15.9M

Environmental Protection Agency \$12.0M

Defense Acquisition University \$7.79M

Federal Bureau of Investigation \$7.29M

Civil Corp of Engineers \$6.47M

**Total for FY 06 \$754,573,651.14**

# **Purpose of Survey**

The ANSWER Past Performance Survey serves a variety of functions by
satisfying the contract administration requirements of Federal
Acquisition Regulation (FAR) 42.15, Contractor Performance Information;
General Services Acquisition Manual (GSAM), Subpart 542.15; and Office
of Federal Procurement Policy (OFPP) Best Practices for Collecting and
Using Current and Past Performance Information (May 2000). It provides
information critical to justifying the exercise of contract options and
provides a comprehensive approach to measuring client satisfaction with
the Industry Partners performance.

Measuring client satisfaction involves creating the proper environment
for: Conducting open, honest, and continuous communication with clients
to understand their expectations; Involving clients and Industry
Partners in the entire evaluation process; and measuring client
satisfaction regularly to determine trends and the effectiveness of
improvements that have been implemented. Measuring and monitoring client
satisfaction is not an end in itself. It is a means to improve service
to the clients and the program performance in general. Client
satisfaction measurement provides invaluable information for responsive
and meaningful exchanges with clients. It also ensures the successful
accomplishment of GSA and Industry Partners organizational goals.

# **Survey Methodology**

The ANSWER Past Performance Survey was accomplished via an electronic
questionnaire (see page 7) and was conducted during July - October 2006.
In accordance with H.29, the Contractor was required to send a complete
listing of COTRs on all active and closed out task orders for the
reporting period 1 July, 2005 -- 30 June, 2006. The report was to be
submitted to the Contracting Officer in GSA approved electronic
spreadsheet format (currently Excel 7.0 or higher) and will include:
COTR name and contact information (organization, phone number, and email
address), task order number, project title, and performance period. The
report was to be submitted no later than 30 July of 2006. Input was
sought from all COTRs who utilized an ANSWER contract task order(s)
during the seventh/eighth contract year covered by the survey. COTRs are
defined as client agency's end-users, which include Direct Order/Direct
Billed Agency Contracting Officers.

Email requests with survey attached were sent to all COTRs. The survey
consisted of 9 performance factors, using a 5-point scale to rate each
task order. Using this scale, a rating of "5" indicates "Extremely
Satisfied," "4" indicates "Very Satisfied," "3" indicates "Satisfied,"
"2" indicates "Dissatisfied," and "1" indicates "Wholly Dissatisfied".
The survey also included an opportunity for the respondents to provide
written comments.

A copy of the past performance evaluation was provided to the Industry
Partners, during the firms individual debriefing. During the corporate
debriefings, discussions centered on specific task order scores and
comments received from the COTRs.

# 

# **Performance Category Ranking**

Table IP01-1 and associated chart compares the individual category
rankings for all Industry Partners to those corresponding to **(IP)**.
The numeric ranking value increases from one (1) to nine (9) as the
average performance score decreases.

Table IP01 - 1

  ----------------------------------- -------------- ---------------------
  Performance Category Ranking                       
  (Contract Year7-8)                                 

  Performance\                        All Industry   
  Category                            Partners       

                                      Ranking        Average\
                                                     Score

  Cooperation                         1              4.65

  Technical Capabilities              2              4.59

  Overall Effort                      3              4.574

  Recommendation for Future           4              4.572

  Business Relations                  5              4.562

  Overall Client Satisfaction         6              4.556

  Quality of Product or Service       7              4.54

  Timeliness of Service               8              4.44

  Total Project Cost                  9              4.42
  ----------------------------------- -------------- ---------------------

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# **Responses by Rating Factor**

Table IP01-2 and associated chart compares **(Industry Partner)** to all
Industry Partners combined by the responses each received from COTRs
expressed as rating factors based on a 5-point Likert scale with the
following scoring scheme: "Extremely Satisfied" = (5), "Very Satisfied"
= (4), "Satisfied" = (3), "Dissatisfied" = (2), "Wholly Dissatisfied" =
(1), and "Other" = not applicable or a non-integer response. **(Industry
Partner)** combined fraction of "Extremely Satisfied" and "Very
Satisfied" rating factor responses is a very respectable **(XX.XX%)**.

**Table IP01-2**

  ----------------------------- --------------------- -------------------
  Responses by Rating Factor                          
  (Contract Year 7-8)                                 

  Rating Factor                 All Industry Partners 

                                Number of\            Percent of\
                                Responses             Responses

  Extremely Satisfied           2418                  66.01%

  Very Satisfied                879                   24.00%

  Satisfied                     297                   8.11%

  Dissatisfied                  26                    0.71%

  Wholly Dissatisfied           3                     0.08%

  Other                         40                    1.09%

  Total                         3663                  100.00%
  ----------------------------- --------------------- -------------------

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# **ANSWER INDUSTRY PARTNER PAST PERFORMANCE SURVEY 2006**

> The purpose of this survey is to measure the Industry Partner's
> contract performance for the period 7/01/2005 through 6/30/2006. Thank
> you!
>
> Please rate each of the evaluation areas on a scale of 5 to 1 for the
> Industry Partner by placing an \"X\" in the appropriate column with
> whom you have the task order.
>
> **[Scale:]{.underline}**
>
> 5 = Extremely Satisfied 4 = Very Satisfied 3 = Satisfied 2 =
> Dissatisfied 1 = Wholly Dissatisfied
>
> **[Definitions:]{.underline}**
>
> **Quality:** Quality of services
>
> **Relations:** Responsiveness of the contractor
>
> **Timeliness:** Prompt delivery of task products
>
> **Cost:** Total project costs
>
> **Technical:** Technical capability of the contractor
>
> **Cooperation:** Your rating of the cooperative working relationship
> with the contractor
>
> **Recommend:** Your recommendation of doing business with the
> contractor again
>
> **Effort:** Overall perceived level of contractor effort
>
> **Overall Satisfaction:** Overall level of satisfaction with the
> contractor\'s performance
>
> **1.) Past Performance Survey for the ANSWER Contract:**

+-----------------------+--------+--------+--------+---------+--------+
| > **Evaluation        | >      | >      | >      | > **2** | >      |
| > Category**          |  **5** |  **4** |  **3** | >       |  **1** |
|                       | >      | >      | >      | > **    |        |
|                       | >      | >      | > *    | Dissati | **     |
|                       |  **Ext | **Very | *Satis | sfied** | Wholly |
|                       | remely | >      | fied** |         | Di     |
|                       | >      |  Satis |        |         | ssatis |
|                       |  Satis | fied** |        |         | fied** |
|                       | fied** |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Quality of        |        |        |        |         |        |
| > Product or          |        |        |        |         |        |
| > Service:**          |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Business          |        |        |        |         |        |
| > Relations:**        |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Timeliness of     |        |        |        |         |        |
| > Performance:**      |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Total Project     |        |        |        |         |        |
| > Cost:**             |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Technical         |        |        |        |         |        |
| > Capabilities:**     |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Cooperation:**    |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Recommendation    |        |        |        |         |        |
| > for Future:**       |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Overall Effort:** |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+
| > **Overall Client    |        |        |        |         |        |
| > Satisfaction:**     |        |        |        |         |        |
+-----------------------+--------+--------+--------+---------+--------+

**2). Your Comments [*[(please provide comment if rating reflects 1 or
2]{.underline}*)]{.mark}:**

# **Descriptive Statistics Comparison Data**

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