U.S. Department of Education, Contracts and Purchasing Operations, CPO, 7th & D Streets SW, Room 3616, Washington, DC 20202-4443

R -- ACSI SURVEY SOL n/a POC Ellen Mason, Contract Specialist, (202) 708-8603 The U.S. Department of Education (ED), Student Financial Assistance intends to enter into a sole source contract with Claes Fornell International Group (CFI), 625 Avis Drive, Ann Arbor, MI 48108. Student Financial Assistance (SFA) was recently scored in the American Customer Satisfaction Index (ACSI), a technically advanced methodology for survey and analysis created by Claes Fornell at the University of Michigan. ACI provides a national standard that allows comparisons with other operating concerns including many who are considered the best in business. SFA has set its goal to raise its ACSI rating to the comparable private sector finance and insurance industry average by the year 2000. Under the proposed contract, the contractor shall perform up to 14 follow-up surveys to measure SFA's progress against the baseline ACSI scores that were obtained in the first round of ACSI surveys and to link SFA's performance to its ten core business processes. To provide valid results, the follow up surveys must be made using the same survey methodology as the baseline survey Interested parties who can demonstrate show they have the capabilities of performing the survey using the methodology stated above, should submit their capabilities statement by 2:00 P.M., Eastern Standard Time, June 26, 2000 to: U.S. Department of Education, CPO, 7th & D SSTs, SW, ROB-3, Room 3624, Washington, D.C 20202. ATTN: Ellen Mason. See Note 22 Posted 05/12/00 (W-SN454408). (0133)

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