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

B -- SOURCES SOUGHT SYNOPSIS TO EVALUATE AND ANALYZE EXISTING PROGRAM AREAS DUE 093098 POC Cheryl W. Buchanan, Purchasing Consultant, 202-268-4218 E-MAIL: Cheryl W. Buchanan, cbuchana@email.usps.gov. The United States Postal Service (USPS) intends evaluate and analyze its existing program areas for the call center operational environment. To accomplish this, individual task orders will be issued for assessments and studies to be completed across the elements of organization, process, people, technology or infrastruction to ensure an appropriate and reasonable solutions is constructed for each tasking. To support this effort, the USPS intends to enter into a contract on a competitive basis. The criteria necessary for the successful contractor who will be engaged in this activity are as follows: must be a recognized call center industry subject matter expert; recognized by the authors and administrators of Baldrige as an experienced Baldrige level assessor; must have demonstrated significant experience in the evaluation of call centers and learning programs; must be able to perform in a leadership role to provide project planning, assess the current program environment, define results, identify improvement priorities, and plan for change; must be able to develop a program strategy for these five key assessment areas: Customer Satisfaction Assessment, Internal Operations Assessment, Call Behavior Assessment, Agent Desk-top Assessment, and Service Offerings Assessment; ability to assess performance against the postal standard for performance excellence, the Baldrige Criteria for Performance Excellence; the ability to conduct a full evaluation and analysis of the existing CCM program areas to include: Daily Operations, Field Support Management, Information Technology Support, Operations Planning and Development, Finance, Purchasing, and Administration, Call Center Implementation (facilities), and Quality Assurance, Measurement, and Training; will support CCM Measurement requirements that encompass QA Review and Assessment activities necessary to track the overall progress of the CCM program and each of its centers, and; must be able to provide documentation in support of the criteria listed above. There will be no assurance that the Postal Service will actually contract for all services above, however, if a solicitation is issued, all respondents to this synopsis will receive a copy. SUBMITTALS MUST BE RECEIVED IN WRITING BY SEPTEMBER 30, 1998. Send submittals to: US Postal Service, Services Purchasing, Room 1140, 475 L'Enfant Plaza, SW, Washington, DC 20260-6237. Inquiries about this synopsis should be directed to Cheryl Buchanan on 202-268-4218 or via e-mail at cbuchana@email.usps.gov. Posted 09/23/98 (W-SN253129). (0266)

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