Social Security Administration, Office of Acquisition and Grants, 1710 Gwynn Oak Avenue, Baltimore, Md. 21207-0696

R -- 99: CONDUCT OF SSA'S 800 NUMBER CALLER RECONTACT SURVEY. SOL SSA-RFP-97-2960 DUE 022597 POC Alan R (Dick) Tokosch Tel: (410)965-9492 FAX:410-966-9310 THIS IS A TOTAL SMALL BUSINESS SET ASIDE. The Social Security Administration (SSA) requires the services of a contractor to conduct two 800 Number Caller Recontact Surveys (CRS): one in August, 1997; and the other in February, 1998. BACKGROUND: In October 1988, SSA inaugurated the national 800 number telephone network as a new approach to improving service to the public. To ensure that its 800 number teleservice provided a high degree of accuracy and customer satisfaction; a quality review process was instituted. PURPOSE: The primary goals of the CRS are: (1) To measure the public's perception of the 800 number service; and (2) To collect information which can lead to improved service. METHODOLOGY: SSA's OPIR selects a sample of approximately 5,200 callers per year which are randomly selected from the AT&T listing of telephone numbers of persons who called the 800 number. GENERAL REQUIREMENTS: (a) The contractor shall have in place the facilities, equipment and staff to perform the CRS with the capability to conduct interviews in both English and Spanish. (b) Provide SSA with data collected during the survey in a format needed to generate a database for tabulation and analysis;(c) Provide SSA with a written Summary Report for each survey. The contractor will use some form of Computer Assisted Telephone Interviewing (CATI) software, in order to meet (b) above. SSA has been using Blaise software in recent CRS's. The use of Blaise software, or an equivalent/compatible software product is required. Qualified companies should submit a written request for the referenced RFP within 15 calendar days of this notice to address shown above. FAX'd requests will be honored. Copies of the solicitation will be issued only to those requestors who submit written requests. All responsible sources may submit a bid, proposal or quotation which shall be considered by the agency. The Government does not intend to pay for any information provided. (0036)

Loren Data Corp. http://www.ld.com (SYN# 0069 19970207\R-0013.SOL)