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

B -- MODIFICATION TO THE SYNOPSIS ISSUED BY THE UNITED STATES POSTAL SERVICE (USPS) ON OCTOBER 15, 1998 POC Cheryl W. Buchanan, Purchasing Consultant E-MAIL: Cheryl W. Buchanan, cbuchana@email.usps.gov. THIS IS A MODIFICATION TO THE SYNOPSIS ISSUED BY THE UNITED STATES POSTAL SERVICE (USPS) ON OCTOBER 15, 1998. The October 15, 1998 synopsis is hereby canceled. All interested and qualified suppliers MUST respond to this synopsis. The USPS intends to prequalify suppliers needed to evaluate and analyze the performance of outsourced vendor call center agents. 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. This requirement is for an objective third party assessment of vendor performance every Postal Service Accounting Period as part of the staffing vendor's incentive/disincentive plan, facilitate the Postal Service's response to customers, and increase customer satisfaction through continuous improvement of performance in the delivery of the service. 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 recognized as a call center industry subject matter expert; must be an experienced assessor in the call center industry capable of helping call centers reach Baldrige level performance; must have demonstrated significant experience in the evaluation of call centers and learning programs; must possess experience in research design and methodologies, quantitative analysis, and the design and development of performance model and measurement systems; must be able to assess performance against the postal standard for performance excellence, the Malcolm Baldrige Criteria for Performance Excellence; must be able to perform in a leadership capacity to provide project planning, assess the current program environment, define results, identify improvement priorities, and plan for change, and; must assign a point of contact to oversee the project, including management of personnel providing monitoring expertise. Prequalified suppliers MUST provide documentation in support of EACH criteria listed above including a list of 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 DECEMBER 11, 1998. Send submittals to: US Postal Service, Services Purchasing, Attn.: Cheryl Buchanan, Room 1140, 475 L'Enfant Plaza, SW, Washington, DC 20260-6237. Posted 12/03/98 (W-SN276871). (0337)

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