U.S. Office Of Personnel Management, 1900 E Street, NW., Room SB-247, Washington, DC 20415

D -- RIO CALL CENTER STUDY SOL RFQ-97-0001GDC DUE 012997 POC Contracting Oficer, Gerald D. Curry, 202-606-4433 Conduct a study of the existing Rockwell Spectrum Automated Call Distributor installed in the Retirement Information Office, Retirement and Insurance Service, Office of Personnel Management, 1900 E Street, NW, Washington, D.C., 20415 to (A) determine if time and resources should be invested to improve customer service (1) by enhancing the system to permit overflow call to be directed to reserve Customer Service Representatives and (2) by incorporating Computer Telephone Integration technology to pop records to agent work stations as calls are connected, (B) assess the impact of implementation in these 2 areas on affected organizations, and (C) develop a recommended six (6) month implementation plan. OPM anticipates award using simplified acquisition procedures. The final study will be due within 60 calender days after award of the order. Award will be made on a best value basis. Offerors' written quotations will be evaluated on the basis of the understanding of the requirement, ability tomeet the requested delivery date, relevant prior experience, past performance, and price. The Contractor conducting this study will be precluded from receiving any future orders for hardware or software resultant from this study. All responsible sources may submit a quotation which shall be considered by OPM. Requests for RFQ-97-001GDC may be in writing or by FAX at 202-606-0910. They must be addressed to the Contracting Officer listed above, cite the RFQ number, and be received within 15 calender days from the date of this synopsis. Quotations will be due approximately three weeks after the closing date of this synopsis. Award will follow within 2 weeks. See Note 1. (0353)

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