SOURCES SOUGHT
D -- CBE 6967 USPS Contact Center Network Solution
- Notice Date
- 4/24/2002
- Notice Type
- Sources Sought
- Contracting Office
- United States Postal Service, Supplies and Services Purchasing, Services Purchasing (Headquarters), 475 L'Enfant Plaza SW Room 4541, Washington, DC, 20260-6237
- ZIP Code
- 20260-6237
- Solicitation Number
- CBE-6967-USPS
- Response Due
- 5/8/2002
- Archive Date
- 5/23/2002
- Point of Contact
- Michael Whisler, Contracting Officer, Phone (202) 268-5619, Fax (202) 268-2595,
- E-Mail Address
-
mwhisle1@email.usps.gov
- Description
- USPS SEEKING SOURCES - The United States Postal Service's (USPS) Corporate Contact Management (CCM) program seeks to implement a comprehensive turn-key contact center network solution that reduces costs, increases efficiencies and improves customer care through enterprise consolidation and integration of the disparate services, technologies, and communications providers throughout its various customer contact centers. Increased operating efficiency focuses on the combination of processes and technology that maximizes the value of the contact center solution. Improvement in enterprise customer care focuses on the channel-integrated quality of current contact handling services and the channel-integrated development of future revenue enhancing ones for USPS products. This solution will minimize overall contact center program cost by enabling the USPS to gain economies of scale, maximize use of current internet technologies, and streamline enterprise customer care through deployment of a consistent customer contact platform. It should also provide for revenue generating opportunities through potential strategic partnerships with contact center industry leaders and improvement in customer satisfaction as industry knowledge and best practices are leveraged across the entire contact center channel. Through comprehensive replacement and intelligent reconfiguration, this solution will best transform the USPS existing call management infrastructure into a 21st century contact management infrastructure that is synchronized and integrated with USPS Customer Relationship Management (CRM) processes and systems across toll-free, email, Web or other customer communication channels. CCM seeks to pre-qualify suppliers who can propose and execute a plan that seamlessly consolidates and streamlines the current USPS call center network (71.5 million annual contacts) into a fully integrated and managed "contact" center network. A comprehensive competitive solicitation will allow for overall network reconfiguration and resizing that minimize labor market costs and offers strategic partnerships with one or more contact center service suppliers. In addition, this solicitation provides for the complete outsourcing of all contact center technology infrastructure systems as well as its integration, implementation, and management to the same contact center supplier(s). This includes, but is not limited to enterprise contact center software, network IVR services, and private VoIP network deployments. FREEMARKETS, Inc. - The firm FreeMarkets will be facilitating this effort. FreeMarkets is the leading global provider of e-sourcing software and service solutions, and operates the world?s largest sourcing market. Through its unique combination of industry-leading, web-based software, in-depth supply market information, market operations and expert sourcing services, FreeMarkets has helped customers around the world source more than $25 billion in goods and services in more than 190 different supply verticals. FreeMarkets can be found on the Web at www.freemarkets.com. FreeMarkets and BidWare are registered trademarks of FreeMarkets, Inc., and FullSource and QuickSource are pending trademarks of FreeMarkets, Inc. REQUIRED SUPPLIER CRITERIA AND OTHER INFORMATION - The USPS intends to pre-qualify respondents capable of providing an innovative and commercially available Contact Center Network Solution(s). Respondents included in any subsequent pre-qualified group may be invited to participate in follow-up pre-qualification processes, a discovery process or to provide proposals in response to the USPS Request for Proposal. However, the USPS reserves the right to terminate this process if it is deemed that the availability or maturity of the commercial solutions does not fit the current need or vision of the USPS. Responding to this notice does not guarantee pre-qualification or participation in future USPS activities. In order to be considered for the pre-qualification process, all interested parties must submit information that addresses the items identified listed in the Request for Information section of this document. KEY DATES May 13, 2002 by 5:00 PM Deadline for pre-qualification submissions REQUEST FOR INFORMATION INSTRUCTIONS For a copy of the complete request for information package, pleae contact: FreeMarkets Market Maker: Aaron Matta, Phone: 412-297-8455, Fax: 412-297-8700, Email: cbe6967@freemarkets.com
- Place of Performance
- Address: TBD
- Country: USA
- Country: USA
- Record
- SN00065708-W 20020426/020424213535 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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