Transamerica Occidental Life Insurance Company, Medicare Administration, P.O. Box 54905, Los Angeles, CA 90054-0905

R -- PROFESSIONAL, ADMINISTRATIVE, AND MANAGEMENT SUPPORT SERVICES POC Barbara Burnett Customer Service Mgr FAX 213/747-6506. Transamerica Occidental Life Insurance Company (TOLIC), which currently is under contract with Health Care Financing Administration for Medicare Part B claims processing, is requesting quotations for consultants to set up a Customer Satisfaction Measurement program at TOLIC. The basis of the program will stem from a mail survey to two customer bases, Medicare recipients and providers of health services. Scope of work may, but not be limited to: assisting in identifying attributes, developing the questionnaires, designing the sampling plan, creating databases to capture the data using commercially available software, collecting data, analyzing the surveys' results, creating and producing reports, and training of in-house personnel to create and implement CSM on their own. Consultants must be available to begin mid June, 1996 with mail surveys conducted by August 31, 1996 and project completion by mid December, 1996. Consultant must be able to perform work at TOLIC's site at 1149 S. Broadway, Los Angeles. Interested parties must respond in writing by April 22nd, to include the following information: evidence that they have successfully implemented similar CSM programs for Health Plans as well as for other industries, and a timeline schedule outlining key deliverables and due dates based on the time frames noted, itemized costs of above key deliverables, disclosure of their own CSM process with survey results and improvements made in areas resulting from their responses, samples of surveys and analysis reports, references listing CSM clients willing to discuss their experiences. Responses will be reviewed and evaluated 70% on cost and 30% on meeting the specified scope of work. Quotations must be submitted no later than April 22, 1996. This synopsis is for information and planning purposes and does not constitute a commitment by Transamerica Occidental Life Insurance Company or Transamerica Insurance Corporation to acquire the products and/or related services. There will be no formal reply to interested parties. (096)

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