Z -- CALL CENTER FOR BUILDING REPAIR AND MAINTENANCE

NOTICE TO SUPPLIERS REQUEST FOR INFORMATION The United States Postal Service is seeking companies or firms that can furnish, implement, and operate a national call center for work related to the maintenance and repair of facilities up to $25,000 per work order. The main objective of the program is to have a single source provider who operates a call center, issues work orders, implements repairs through a network of third party providers, and manages the entire process via a web based system. Contractor shall further provide training and support to the client. This program would be implemented nationwide. SCOPE OF WORK AND SERVICES 1. CONTRACTOR will provide experienced staff that will be responsible for the operation of the Call Center. This staff will report directly to client and will be available to assist the client with any Call Center related issues. The Call Center must be an established firm with a proven history, existing clients, and be able to indicate average daily call volume, percentage breakdown of call and contact types, company averages for wait time, service level, blockage, and web support capabilities. 2. CONTRACTOR will be responsible for providing the technology, systems, and tools for operating on a 24 hour basis. The software program to manage the system must be capable of being customized for USPS application. It must be able to handle a work order system where a work order can be developed and issued by the call center response team, with the ability to add comments from the field, and tracked through completion of the work. The system must be able to generate reports on the status of work orders and have the ability to customize reports as required by the client. 3. CONTRACTOR must have a physical location for the call center with redundancy for preservation of data. The call center must have the ability to expand the labor force with a training program in place. The hiring criteria and process for the call center must include motivation and retention programs to reduce turnover. 4. CONTRACTOR will be responsible for providing a quality assurance program. The program must have dedicated employees assigned and capable of monitoring the system nationwide and obtaining client feedback. 5. CONTRACTOR will be responsible for providing and managing a nationwide group of third party service providers. The service providers are subcontractors to the Contractor. Criteria must be in place for the qualification of service providers including Certificates of Insurance. Procedures must show how information and tracking of these providers is maintained. The contractor must have established procedures on the work approval process, the bid/approval process, the bid and tracking process for special work, and how the service providers are leveraged on a national and regional basis. 6. CONTRACTOR will be responsible for the start up process including the migration of data from the client Facilities Management System, the training of client employees, and development of customized reports. 7. CONTRACTOR must have an established accounting system capable of handling electronic payments from the client. A procedure on how the accounting system will function and interface with the client's system must be established. Any companies or firms, who feel they can furnish the requirements above and would like to furnish a proposal, when issued by the Postal Service, should prepare a Letter of Interest address to the individual below. The Letter of Interest should be no greater than ten (10) pages and should summarize your company's or firm's experience with a national call center operation including the management of a nationwide group of service providers. For any additional information or questions, please contact the individual below. Paul L. Kelly Supply Management Facilities Portfolio P. O. Box 2250 Seal Beach, California 90740-1250 Phone 562.430.4754 Email: paul.kelly@usps.gov