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CC-1487 - USA (California) - 911/311 Call Answering Consulting Service - Deadline September 4,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1487

Government Authority located California; USA based organization looking for expert vendor for 911/311 Call Answering Consulting Service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide 911/311 Call Answering Consulting Service to fulfill the goal of optimizing call routing to improve call handling as measured by (1) reduced non-emergency contacts absorbed by 9-1-1 call-takers and (2) positive caller experience, analyze, plan, and coordinate the transition
of non-emergency calls currently impacting 9-1-1 staffs to be handled by the City Customer
Contact Center as the City’s centralized 3-1-1 contact center. Standardized call handling
metrics are required, in order to gauge customer experience improvements.
- Plan and coordinate with Police, Fire, and City Customer Contact Center the routing of non-emergency calls.
- Recommend and design call metrics and performance standards to reach optimal service and efficiency
- Analyze, review, and redesign auto-attendants
- Digitize services in
a. Determine the frequent call types that can be rerouted
or diverted to online resources.
b. Design forms and data flow for call types
recommended for digitization (e.g., Accident Reports).
c. Digital form launch.
- the City that handle emergency and non-emergency contacts that constitute 9-1-1 and 3-1-1 response for the organization. These groups handle approximately 611,000 non-emergency calls per year of which 220,000 handled by the City Customer Contact Center, 360,000 handled by Police staff on nonemergency
phone lines, and 31,000 handled by Fire staff on non-emergency phone lines
- Consultant to work with City Staff to optimize non-emergency call routing to reduce the number of calls absorbed by 9-1-1 while improving caller experience. Consultant will analyze, plan, and coordinate the transfer of non-emergency calls from the 9-1-1 dispatch center to the City’s Customer Contact Center.
 (2) All Questions must be submitted no later than August 28, 2019.
(3) A contract period will be for one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 4 September, 2019

Question Answer Deadline : Wednesday, 28 August, 2019

Category : Call Center and Answering

Country : USA

State : California

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