US POSTAL SERVICE 475 L'Enfant Plaza, SW Room 4541 Washington DC 20260-6237

R -- PREQUALIFICATION FOR CUSTOMER SATISFACTION MEASUREMENT (CSM) DUE 021497 POC Paul R. Courtemanche, Contracting Officer, (202) 268-5752. The US Postal Service (USPS) wishes to prequalify sources to develop, implement, and manage a national CSM system. The purpose of this system is to provide an independent measure of the satisfaction levels of the Postal Service's customers. There are three key components of this system: 1. Surveys to measure general perceptions, 2. Event-based surveys, and 3. Task order arrangements. The Postal Service customer base will be divided into segments for the purpose of measuring customer satisfaction. These segments (will be specified in the Statement of Work) and may be as follows; 1. Residential customers, 2. Business accounts, 3. Premier accounts, and 4. National accounts. Data will be collected for residential customers and business accounts using a mail-out/mail-back data collection method. For other segments, i.e., premier and national accounts, data will be collected through telephone surveys. The Postal Service is expanding its use of measurement systems that measure a specific customer event. The first such system has been established to measure customer satisfaction with two call center pilots and will be expanded under this solicitation to include, at a minimum, the first of a group of call centers that provide nationwide 800# service. These call centers are called National Service Centers. Data collection will occur through mail-out/mail-back surveys for calls where detailed customer information is available. Computerized call-back interviews will be conducted for customers who call the center but do not provide information about themselves. In order to meet unanticipated and/or undefined requirements at the beginning of the contract, this solicitation also establishes a task order arrangement for four additional types of services: 1. Other event-based surveys, 2. Local studies, 3. Special topic studies, and 4. Corporate Information System application development. Interested companies seeking to be prequalified must provide in their response: 1. Experience in similar or related projects including quality processes, with references and contacts, 2. Organizational history and capabilities statement which must be of nationwide scope, and 3. The accomplishment level, education, and experience of key personnel must be listed. Prequalification does not constitute a contract award. It is a business decision of the Contracting Officer to prequalify and is not subject to legal recourse available to disappointed offerors when they seek USPS contracts. It is the intent of the USPS to award this contract using the prequalified vendors. The USPS will review current and past performance on similar contracts, corporate history and capabilities statements, quality assurance procedures and capabilities and experience on similar large scale projects, key personnel qualifications and other pertinent information provided by the interested parties/organizations. Upon completion of this review, all companies responding to this announcement will be notified of the USPS'decision. The due date for submission of responses is February 14, 1997. This revises the previous CBD notice on this subject, dated 01/06/97. (0006)

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