Volume 3 • Number 6 • August 2011
2011-2012 SEWP Contract Guide

NASA SEWP IV Contract Guide
2011-2012 Solutions for Enterprise-Wide Procurement GWAC Contract Guide

For Use By All Federal Civilian & Defense Agencies To Purchase IT

Welcome to the 2011-12 SEWP IV Contract Guide.

Inside you’ll find practical, step-by-step information on how to use SEWP IV today.

Connect using live links to the SEWP website, download resources and watch videos from SEWP program manager Joanne Woytek, who shares a wealth of information on how to make SEWP work for you.

“We provide the entire breadth and depth in the IT product world in terms of what people can purchase," Joanne Woytek, SEWP PM told On The FrontLines during a recent video interview.

That customer service includes a Chat Tool, a new Quote Verification Tool and much more customer service -- if that's possible.

At SEWP “Customer Service First” Means One Business Day!

Everything SEWP team members do revolves around customer service — in person, over the phone, through email exchanges, on the web or online using the Chat Tool.

“The goal is to respond, interact and deal with everything in one business day,” explained Woytek.

“If the customer emails us or calls us, we will respond within one business day and the customer will be dealing with a live person within a day. Orders are processed within a day; products are added or rejected usually within a day.”

Woytek says the top reason IT buyers use SEWP is customer service.

“We spend a lot of time providing best customer service and are always trying to improve. We have done a great job of customer service and doing everything in one business day,

not just adding products or doing orders, but responding to our customers.

Service, Not Low Fee Draws Buyers To SEWP

“They always know they can get to us and we will be there for them. The low fee is not the main reason people use us; the fee is incidental; it is because of the service.”

Tracking and reporting have always been part of SEWP customer service. “In fact, it’s funny, but some customers complain about getting too many emails about their orders, not

email spam, but about their order,” Woytek notes.

When was the last time you heard complaints about too much customer service?

With 25,000 orders a year, serving the needs of more than 10,000 customers, Woytek says one business day is standard operating procedure — nothing special. What is special is how

the SEWP attitude towards serving the government IT market translates into everyday actions that touch government IT buyers worldwide.

Inside the SEWP IV Contract Guide, you’ll learn why you should use SEWP IV for your next IT buy.

Exceeding “The SEWP Standard”

At SEWP the question always is: “What does the customer still need from us?”

 

“The SEWP Standard” is the “gold standard” of how a government GWAC program operates.

“We have a great program with great customer service and a great tool set, but to sit back and say ‘now we are done’ would never be a good thing,” says SEWP PM Joanne Woytek.

“As the program manager, I ask ‘what does the customer still need from us?’

So we are building a whole new quote tool from beginning to end and it incorporates all the ideas from our customers; we are improving our customer service team organization for our Help Desk. We are always trying to improve ourselves, always striving to get better.”

For a program that prides itself on innovation and customer service, exceeding the “SEWP Standard” is an ongoing challenge.

Quality SEWP From Start To Finish

For SEWP, it is all about customer service, customer service, customer service!

 

SEWP customer lifecycle support starts before the customer makes the decision to use SEWP and ends only after the customer is fully satisfied. The customer service atmosphere is one where successful interactions routinely occur within in one business day.

Outreach...Training Included
The SEWP program team goes all over the world talking with customers about their needs and teaching them about the benefits of using SEWP.

 

Outreach, meeting with customers, learning about their needs and teaching them about SEWP are part of the daily routine for the SEWP program team. Visit the SEWP offices on any given day and you’ll find at least one team member not at their desk, but out either at a conference, trade

show, customer site or partner site.

Innovation Begins With Education

Innovation Starts With Education

“I see the SEWP GWAC as being more than just a contract vehicle,” observes SEWP PM Joanne Woytek.

“We are supposed to be providing the best we can for government — which might not always

be using our contracts or contract vehicles. There are other things we can provide to our customer bases.

When I interact with agencies and associations and attend conferences, I realize there is a lot of information for acquisition professional, but it is all over the place; there is no one place to find out about GWACs and other contracts; what associations and training are available. It’s available, but people have to go and find themselves.”

‘Catalog By Request’ Not ‘Request By Catalog’

The Key question is: “Is this product in scope for SEWP”? Not: “Is this product on the SEWP

catalog”?

SEWP has a dynamic — not a traditional searchable catalog (e.g. print). The availability of

a product or service only limited by: the scope of the contracts and the ability of the Contract

Holder to obtain the products at an acceptable price.

When new items are added to SEWP, it is as a result of a customer request to the Contract

Holder. Contract Holder requests to add products are reviewed and either approved or

denied usually within 1 business day.

The product is then added to the on-line contract database of record or catalog. Buyers

use the online Quote Request tool to get pricing and terms. Quotes are verified against the

contract catalog.

SEWP — CHRM Pioneer

The CHRM (Contract Holder Relationship Manager) helps the Contract Holders help you.

Before SEWP, there were no Contract Holder Relationship Managers. Now because of their success,

every GWAC has them.

“We were pioneers and innovators for this,” SEWP PM Joanne Woytek told On The FrontLines. “Now it has been picked up by other groups.”

SEWP has two CHRMs who serve as liaisons between the SEWP PMO, Contract Holders, industry and customers.

The Personal Touch — OTFL Contract Holder Roundtable

What makes SEWP different from other government contracts?

That was Question 1 of a recent OTFL Roundtable with SEWP Contract Holders.

“Speed, product availability, and great customer service to name a few”, said Chuck Spence from FedStore Corporation. “SEWP is very fast! Products can be added in one day,” noted Stacy Byrd from Presidio.

Plus...

• SEWP Contract Holder Listings/Links

• Resource Center with direct links to SEWP policies, ordering procedures and quote request and quote verification tools.

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Volume 2 • Number 4 •
2010-2011 SEWP Contract Guide

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Read Using Turn-Page Technology...
Then Download & Share With Your Colleagues...

 

NASA SEWP IV Contract Guide
2010-2011 Solutions for Enterprise-Wide Procurement GWAC Contract Guide

For Use By All Federal Civilian & Defense Agencies To Purchase IT

 

Welcome to the 2010 SEWP IV Contract Guide.

Inside you’ll find practical, step-by-step information on how to use SEWP IV today.

 

Connect using live links to the SEWP website, download resources and watch videos from SEWP program manager Joanne Woytek, who shares a wealth of information on how to make SEWP work for you.

 

“We provide the entire breadth and depth in the IT product world in terms of what people can purchase. Everything we do is customer service oriented. It is our strength and it is what we are well known for; we are well known for our customer service,” Woytek told On The FrontLines during the 2010 SEWP Conference in Orlando.

That customer service includes a new Chat Tool, giving you one more way to make sure you get the IT you need.

 

The knowledge that 68 federal agencies used SEWP last year demonstrates clearly that with SEWP, you get contract, contract team and contract holders who are on your side.

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Learn Why SEWP is On Your Side...Here’s What Inside The SEWP IV Contract Guide...

 

Where Government Buys IT

Why SEWP? What’s in it for you? The reasons are clear. Find out here.

 

Ensuring Fair & Reasonable Pricing

Joanne Woytek, SEWP PM tells you how SEWP makes sure you pay the lowest possible price.

 

SEWP's Customer Driven Culture

SEWP Contract Holders talk about how SEWP has carefully crafted a customer driven culture built on satisfying you.

How To Order Using SEWP

Step-by- step instructions and links take you through the buying process.

SEWP=Customer Service

Customer Service is Job 1. Find out how you benefit here.

Ahead Of The Curve

SEWP Contract Holders share why SEWP is way ahead of the curve in addressing your needs. (Hint: clarity, automation, reporting)

Harness The Online Power Of SEWP 

The SEWP website is filled with all the tools and information a buyer needs to do market research, create an RFQ, make the award and track the order – and chat too if needed!

Learning The ABCs of SEWP

One-on-one, in groups, at your site, by video or at the annual SEWP Conference, SEWP actively trains government buyers nationwide and worldwide.

Contract Holder Listings

Live contact information to every SEWP contract holder.

Resource Center

Contract information; links and resources; present