Treasury's IRS Awards $900K Contract for Customer Satisfaction Surveys to PCG Enterprises
Contract Overview
Contract Amount: $900,308 ($900.3K)
Contractor: PCG Enterprises, Inc.
Awarding Agency: Department of the Treasury
Start Date: 2021-08-06
End Date: 2026-06-30
Contract Duration: 1,789 days
Daily Burn Rate: $503/day
Competition Type: FULL AND OPEN COMPETITION
Number of Offers Received: 2
Pricing Type: FIRM FIXED PRICE
Sector: Other
Official Description: THE PURPOSE OF THIS TASK IS TO SECURE CONTRACTOR SUPPORT TO ADMINISTER THREE DISTINCT SURVEYS, DOMESTIC CUSTOMER SATISFACTION SURVEY, CAMPAIGN AND THE CAP SURVEY.
Place of Performance
Location: REDWOOD CITY, SAN MATEO County, CALIFORNIA, 94063
Plain-Language Summary
Department of the Treasury obligated $900,307.55 to PCG ENTERPRISES, INC. for work described as: THE PURPOSE OF THIS TASK IS TO SECURE CONTRACTOR SUPPORT TO ADMINISTER THREE DISTINCT SURVEYS, DOMESTIC CUSTOMER SATISFACTION SURVEY, CAMPAIGN AND THE CAP SURVEY. Key points: 1. Contract focuses on administering three key surveys to gauge customer satisfaction. 2. PCG Enterprises, Inc. secured the award under full and open competition. 3. The contract spans nearly five years, indicating a long-term need for survey data. 4. Spending is concentrated in administrative management and consulting services.
Value Assessment
Rating: fair
The contract value of $900,307.55 over 1789 days (approx. 5 years) suggests a moderate annual spend for survey administration. Benchmarking against similar contracts for large-scale survey operations would be needed for a precise assessment.
Cost Per Unit: N/A
Competition Analysis
Competition Level: full-and-open
The contract was awarded using full and open competition, indicating a competitive bidding process. This method generally promotes price discovery and can lead to more favorable pricing for the government.
Taxpayer Impact: The use of full and open competition is positive for taxpayers, as it aims to secure the best value through market forces.
Public Impact
Improved understanding of taxpayer satisfaction with IRS services. Data gathered can inform strategic decisions for service enhancement. Potential for more efficient and effective IRS operations based on feedback.
Waste & Efficiency Indicators
Waste Risk Score: 50 / 10
Warning Flags
- Lack of specific performance metrics in provided data.
- Potential for survey fatigue among respondents.
- Reliance on a single contractor for critical feedback mechanisms.
Positive Signals
- Awarded through full and open competition.
- Long contract duration allows for consistent data collection.
- Firm fixed price contract provides cost certainty.
Sector Analysis
This contract falls within the administrative management and general management consulting services sector, specifically focused on survey administration. Benchmarks for this niche within consulting are highly variable, but the award amount appears reasonable for a multi-year, multi-survey project.
Small Business Impact
The data indicates that small business participation was not a stated factor in this award, and the prime contractor, PCG Enterprises, Inc., is not identified as a small business. Further analysis would be needed to determine if subcontracting opportunities exist for small businesses.
Oversight & Accountability
The contract is managed by the Internal Revenue Service, a component of the Department of the Treasury. Standard government oversight processes for contract performance and financial management would apply.
Related Government Programs
- Administrative Management and General Management Consulting Services
- Department of the Treasury Contracting
- Internal Revenue Service Programs
Risk Flags
- Contract duration is long (nearly 5 years).
- No specific performance metrics provided.
- Potential for survey bias.
- Small business participation not explicitly mentioned.
Tags
administrative-management-and-general-ma, department-of-the-treasury, ca, bpa-call, 100k-plus
Frequently Asked Questions
What is this federal contract paying for?
Department of the Treasury awarded $900,307.55 to PCG ENTERPRISES, INC.. THE PURPOSE OF THIS TASK IS TO SECURE CONTRACTOR SUPPORT TO ADMINISTER THREE DISTINCT SURVEYS, DOMESTIC CUSTOMER SATISFACTION SURVEY, CAMPAIGN AND THE CAP SURVEY.
Who is the contractor on this award?
The obligated recipient is PCG ENTERPRISES, INC..
Which agency awarded this contract?
Awarding agency: Department of the Treasury (Internal Revenue Service).
What is the total obligated amount?
The obligated amount is $900,307.55.
What is the period of performance?
Start: 2021-08-06. End: 2026-06-30.
What specific metrics will be used to evaluate the success of the survey administration and the quality of the data collected?
The provided data does not specify the performance metrics for this contract. Typically, successful survey administration contracts would include metrics related to response rates, data accuracy, timely delivery of reports, and adherence to survey protocols. The IRS contracting officer would be responsible for defining and monitoring these metrics throughout the contract period to ensure the contractor meets performance expectations.
What is the potential risk of bias in the survey design or administration that could skew the customer satisfaction results?
The risk of bias exists in any survey. Potential biases could arise from question wording, sampling methodology, or the contractor's approach to administration. To mitigate this, the IRS should ensure clear guidelines for survey design and administration are established, potentially involving independent review of survey instruments. Monitoring the contractor's process and validating results against other data sources can also help identify and address potential biases.
How will the data from these surveys be effectively integrated into actionable improvements for IRS customer service?
Effective integration requires a clear plan for data analysis and dissemination. The IRS should establish a process for reviewing the survey findings, identifying key areas for improvement, and developing concrete action plans. This might involve cross-functional teams within the IRS to address specific feedback. Regular reporting and feedback loops between the survey administrators and operational units are crucial for translating data into tangible service enhancements.
Industry Classification
NAICS: Professional, Scientific, and Technical Services › Management, Scientific, and Technical Consulting Services › Administrative Management and General Management Consulting Services
Product/Service Code: SUPPORT SVCS (PROF, ADMIN, MGMT) › PROFESSIONAL SERVICES
Competition & Pricing
Extent Competed: FULL AND OPEN COMPETITION
Solicitation Procedures: SUBJECT TO MULTIPLE AWARD FAIR OPPORTUNITY
Offers Received: 2
Pricing Type: FIRM FIXED PRICE (J)
Evaluated Preference: NONE
Contractor Details
Parent Company: PCG Enterprises Inc.
Address: 76 MAPLE AVE, ATHERTON, CA, 94027
Business Categories: Asian Pacific American Owned Business, Category Business, Corporate Entity Not Tax Exempt, Economically Disadvantaged Women Owned Small Business, Minority Owned Business, Self-Certified Small Disadvantaged Business, Small Business, Special Designations, U.S.-Owned Business, Woman Owned Business, Women Owned Small Business
Financial Breakdown
Contract Ceiling: $900,308
Exercised Options: $900,308
Current Obligation: $900,308
Actual Outlays: $516,147
Contract Characteristics
Commercial Item: COMMERCIAL PRODUCTS/SERVICES
Parent Contract
Parent Award PIID: 2032H821A00003
IDV Type: BPA
Timeline
Start Date: 2021-08-06
Current End Date: 2026-06-30
Potential End Date: 2026-06-30 14:37:50
Last Modified: 2026-04-03
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