Department of Transportation, National Highway Traffic Safety Administration, Office of Contracts and Procurement, NAD-30, 400 Seventh Street, SW, Room 5301, Washington, D.C. 20590

R -- AUTO SAFETY HOTLINE OPERATIONS SUPPORT AND MANAGEMENT -- SOURCES SOUGHT SOL DTNH22-98-01046 DUE 120197 POC Point of Contact -- Joseph Comella, Contract Specialist, (202) 366-9568, FAX (202)366-9555 The National Highway Traffic Safety Administration(NHTSA) is seeking interested and capable 8(a) eligible and small business firms for operational support and management of the NHTSA Auto Safety Hotline. The Auto Safety Hotline is a one stop access point accepting calls from the public reporting safety problems and/or seeking information about traffic safety and the NHTSA organizations. This effort will require the vendor to have the technical capability to transfer data into NHTSA's computer data bases. Three main areas of vendor support to this operation are telephone answering, transcription and mail out materials, and process management. The current telephone operation is conducted at Department of Transportation (DOT), 400 7th St. SW, Washington DC 20590. A vendor is to provide qualified personnel to handle a daily volume of 3,000 total inbound calls, of which 1,500 are direct to representatives which satisfy each call within 2 minutes and 30 seconds. The service includes 150 transcriptions, 400 mailed packages and 50 outbound calls (calL backs) per week day. The hotline is available 24 hours per day, 7 days per week and provides bilingual representative assistance from 8:00 AM to 10:00 PM Eastern Time Monday through Friday. Callers can leave a recorded message at time representatives are unavailable. An automatic call distribution system routes call to representatives to record compliant data, fill information requests, perform callbacks from recorded messages, refer calls to NHTSA program offices or to offices outside of NHTSA which are not auto safety related (CPSC, EPA, EPA). Also, fax back service is to be provided. NHTSA will provide orientation and program training. The second support area is to transcribe voice recordings of complaint data or requests for information. A vendor is to transcribe voice data and to produce the name, address and mailing labels for requested information. Government is to provide envelopes, brochures, and literature for mailing through DOT Mail Service. The third area of process management is to include planning, scheduling and human resource management of personnel. Also, the vendor is to have a quality control or benchmarking program to assure efficient and effective management of resources and to meet Auto Safety Hotline program objectives. Process management is to provide statistical reports on all aspects of the Hotline operation. Interested parties should provide the following information: 1. existing product and/or service information, 2. corporate capability statement, 3. list of references (government and/or commercial users) and telephone number. The information should be mailed to the above address. Sources responding must indicate whether they are 8a certified or small business business. For this notice, a firm will be considered small under SIC 8744 with a size standard of $5 million in annual receipts. Telephone inquiries will not be accepted. Questions may be made via facsimile transmission to (202) 366-9555. Requests must reference RFI number DTNH22-98-01046. (AC1110021-02) (0314)

Loren Data Corp. http://www.ld.com (SYN# 0048 19971113\R-0009.SOL)