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

B -- MODIFICATION TO THE SOURCES SOUGHT SYNOPSIS ISSUED BY THE UNITED STATES POSTAL SERVICE ON SEPTEMBER 23, 1998 DUE 101698 POC Cheryl W. Buchanan, Purchasing Consultant E-MAIL: Cheryl W. Buchanan, cbuchana@email.usps.gov. THIS IS A MODIFICATION TO THE SOURCES SOUGHT SYNOPSIS ISSUED BY THE UNITED STATES POSTAL SERVICE (USPS) ON SEPTEMBER 23, 1998. The USPS intends to prequalify suppliers needed to evaluate and analyze its existing program areas for the call center operational environment. Prequalified suppliers are firms or individuals whose record of performance in the marketplace (commercial or government or both) has demonstrated their ability to perform to consistently high standards of quality and reliability. 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 prequalification 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, andAdministration, Call Center Implementation (facilities), and Quality Assurance, Measurement, and Training, and; 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. Prequalified suppliers MUST be able to provide documentation in support of EACH criteria listed above including a list of all previous contracts of a similar nature, with periods of performance, outcomes and contact with names and phone number. An assessment will be made by the USPS based on supplier submitted information and information obtained by the USPS from other sources. Please be advised that due to time constraints there will not be an opportunity to submit further information should it be deemed necessary before selecting prequalified suppliers for this competition. When a solicitation is issued, ONLY PREQUALIFIED SUPPLIERS WILL RECEIVE A COPY. PREQUALIFICATION SUBMITTALS MUST BE RECEIVED IN WRITING BY OCTOBER 16, 1998. Send submittals to: US Postal Service, Services Purchasing, Attn: Cheryl Buchanan, Room 1140, 475 L'Enfant Plaza, SW, Washington, DC 20260-6237. Posted 10/08/98 (W-SN260585). (0281)

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