CC-1522 - USA (California) - Compliance and Ethics Hotline Services - Deadline October 23,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1522

Government Authority Located in California; USA based organization looking for expert vendor for compliance and ethics hotline services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide compliance and ethics hotline services for receiving, documenting, and managing calls made to the hotline.
- Intake and document securely all incoming calls made to the compliance and ethics hotline with all pertinent information, including the name, phone number, and location of the caller,
- Current process (or proposed process) for keeping the Callers name anonymous,
- The software shall be SaaS and will be hosted at the supplier’s facility with a secure method of backup and disaster recovery,
- Provide a Project Manager to work with the supplier to setup the supplier’s system and arrange for the communication link between and the supplier,
- The SUPPLIER shall provide a daily report of all calls coming into the hotline,
- The Entity must operate a call center during normal business hours for (OneCare Connect and OneCare):
- The Enrolee must be able to speak with a live ESR, Monday through Friday, at least from 8:00 a.m. to 8:00 p.m. (PST),
- The Entity may use alternative technologies on Saturdays, Sundays, and state and federal holidays,
- The Entity must limit average speed of answer time to thirty (30) seconds, with the average hold time defined as the time spent on hold by the caller following the interactive voice response (IVR) system, touch tone response system, or recorded greeting and before reaching a live person, etc.
(2) All questions had been submitted no later than October 2, 2019.
(3) A contract term will be for three years.

[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, 23 October, 2019

Question Answer Deadline : Wednesday, 2 October, 2019

Category : Call Center and Answering

Country : USA

State : California

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