Social Security Administration, Office of Acquisition and Grants, 1710 Gwynn Oak Avenue, Baltimore, Md. 21207-0696

99 -- METHODS TO INCREASE RECONTACT SURVEY RESPONSE RATES SOL SSA-RFP-97-2756 DUE 083096 POC Alan R (Dick) Tokosch (410) 965-9492 FAX: (410) 965-9560. This is a Total Small Business Setaside. SSA is seeking a Small Business provider to conduct research and analysis of SSA's current client recontact processes in order to develop methodology for improving response rates in compliance with OMB guidelines. BACKGROUND: SSA conducts a number of customer surveys--some by telephone, others by mail. Two examples of SSA's survey's are: (1)Caller Recontact Survey. Through this periodic survey, SSA measures the quality of its teleservice by conducting telephone interviews with persons who recently used the 800 number. (2) PEBES Public Confidence Survey. SSA conducts a mail survey of a sample of individuals who received a PEBES to measure their confidence in the Social Security system. SCOPE OF WORK: SSA requires a contractor to analyze the procedures currently employed by SSA for telephone and mail customer surveys. An assessment should be made of the surveys' methodology, including the survey questionnaire, in regards to their impact on the resulting response rate obtained. Recommendations should be developed on how these types of surveys can be modified to achieve improved response. OBJECTIVE: As a result of the contractor's work, SSA will be able to identify and implement methods SSA can use to increase its ongoing 800 Number Caller Recontact Survey response rate and its Mail Survey response rate to at least 75 percent. QUALIFICATIONS: The Contractor will have a thorough knowledge of telephone and mail survey methodologies, response psychology and statistical theory; employ an experienced research report writer; prepare a plan of approach for the research, obtain SSA approval and utilize the plan to conduct the activities necessary to produce the research paper; and deliver to SSA a final report including recommendations. The Contractor shall be thoroughly knowledgeable in telephone and mail survey methodologies, response psychology and statistical theory. PROCESSES: Contact Fortune 500 companies; contact State and local governments; contact other survey firms in the U.S.; contact other SSA offices; contact OMB; contact universities to determine cutting edge methods of conducting surveys; provide a summary of best survey techniques from current research/literature; address issues of mail response psychology, phone psychology, phone personality; and how to select and train SSA personnel in surveying techniques; and provide a training package that SSA can use; and provide summary of findings and specific recommendations. Qualified providers should submit a written request for the RFP to the address above no later than August 30. FAX'd requests will be accepted. Copies of the solicitation will only be provided in response to written or faxed requests received directly from the requestor. Telephone requests will not be honored. The Government does not intend to pay for any information provided. (0226)

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