U.S. Postal Service, Headquarters Purchasing, Room 4541, 475 L'Enfant Plaza, SW., Washington, DC 20260-6230

R -- CALL MANAGEMENT CENTERS DUE 091098 POC Pat Jordan, Purchasing Specialist, 202/268-5620 E-MAIL: Pat Jordan, Purchasing Specialist, pjordan4@email.usps.gov. CALL CENTER OPERATIONS The United States Postal Service is seeking potential suppliers for call center services and related support including facilities. SUMMARY The United States Postal Service (USPS) is in the process of establishing a network of six major National Service Centers (NSC) to serve the needs of Postal customers nationwide via a single national toll free telephone number. To date, the USPS has established one supplier managed NSC in Denver, CO, and is in the process of activating a second supplier constructed and managed NSC in Kansas City, KS. This announcement is for the prequalification of supplier's best capable of the construction and management of any one or combination of the four subsequent NSCs. It is anticipated that each of these four NSCs will operate 12 hours per day, 5 days per week, and as a key component of the Corporate Call Management (CCM) initiative, will handle inbound call volume from our nationwide customers as part of the overall network. The USPS will provide all information technology equipment and software, and support and maintenance of same. Additionally, the USPS will provide the curriculum for initial and ongoing agent training. The contractor will provide the facility, facility management, call center personnel and training thereof, and all other effort necessary to the operation of the call centers. SUBMISSION REQUIREMENTS The USPS will prequalify suppliers to provide the call center services. In order to participate in the prequalification process, the interested party must submit the following: I. A brief statement indicating the vendor meets each of the below four minimum criteria required for further consideration to prequalify. The prequalification submission of any supplier who does not meet any one of these criteria will not be considered. This statement must be limited to one 8.5" by 11" single spaced typewritten page, using 10 point Arial font and 1" margins. 1. Demonstrated prior or current experience, as appropriate, with all of the following: Management of complex inbound customer service programs including information requests, complaint management and product and service transactions, for a minimum of the 3 most recent years. Management of inbound call volumes in excess of 20 million calls annually. Management of multiple inbound call centers with a minimum of 300 stations each. 2. Financial capability to successfully implement and perform under multi year, multi site call center contracts in excess of 20 million dollars each, annually. II. A statement of capabilities describing the vendor's call center management capabilities, quality philosophy and client partnership integration, and the standard operational processes utilized by the supplier to support such. This statement must be limited to ten 8.5" by 11" single spaced typewritten pages, using 10 point Arial font and 1" margins. III. Letters of reference from five of the supplier's current inbound clients. The inbound clients providing the letters of reference must include: The supplier's current two largest inbound clients in contract dollar terms. The inbound client with whom the supplier has the longest current continuous contractual relationship. Two inbound clients selected by the supplier as most representative of the type of services the supplier provides. Interested parties that meet or exceed the minimum requirements in Section I, above, must submit the materials required in Sections I, II and III, above, as required, together with the following: Your organization's most recent annual financial statement, audited by an independent CPA. If you are not a publicly held company, please provide all information necessary for the Postal Service to determine the financial position and financial capabilities of your organization, preferably audited by an outside CPA. Bank references stating how long your organization has banked with the reference, its average savings and checking balances (in round numbers), outstanding loans, type and limit of credit available with terms of availability, and the bank's rating of your organization as a banking customer. Sales brochures, videos and other marketing materials are not solicited and will not be reviewed. During the prequalification review by Postal representatives, submissions lacking clarity and relevance to the requirements above will be deemed non-responsive. Parties proposing partnerships, joint ventures, teaming arrangements, etc., must so indicate that this is the case in their response to this notice. An original and five (5) copies of the full submission are required. All responses must be received at the address below or by FAX @ (202) 268-5655 by 2:00PM, EDT, September 10, 1998: USPS Headquarters Purchasing Attention: Patricia Jordan Room 1140 475 L'Enfant Plaza, SW Washington, DC 20260-6239 Ms. Jordan may be reached by telephone at (202) 268-5620. SUBSEQUENT ACTIONS BY THE POSTAL SERVICE Responding suppliers will be promptly notified once the list of prequalified suppliers for the CCM/NSC call management services staffingand related support requirement has been established. In the event your organization is not among the prequalified suppliers, you will be entitled, upon your written request, to either a written or face-to-face explanation as to the reason(s) for exclusion. The Postal Service reserves the right to provide the list of prequalified suppliers for the CCM/NSC Project to anyone seeking it, including small, minority and woman-owned businesses seeking subcontracting opportunities, and to publish the list for information to the general public. Once the list of prequalified suppliers for the CCM/NSC Project has been established, the Postal Service may choose to restrict competition for the CCM/NSC contract(s) solely to the prequalified suppliers. Posted 08/27/98 (W-SN242685). (0239)

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