CC-1528 - USA (Michigan) - GLOBAL - Ethics and Compliance Hotline Services - Deadline November 8,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1528

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide
A. 24 x 7 ethics and compliance hotline services.
- Ability to receive calls in English, spanish and Arabic 24/7/365
- Calls must come through a toll-free number with the capacity to answer multiple calls simultaneously, and the capacity to record messages and complaints
- Support multiple intakes methods, including at a minimum a call center, internet-based complaint reporting system and a case management system
- Provide a secure toll-free complaint hotline number
- Support several languages
- Ability and capacity to answer multiple calls simultaneously along with recording messages and complaints
- Include an internal control to automatically assign a sequential case number to account for every complaint filed
- Allow complainants to remain anonymous and not recorded and caller identification information not maintained
- Provide an option for the complainant to receive follow-up communication regarding their complaint in the same language
- Provide a way to share any documents the complainant may want to provide
b. Internet-based complaint reporting system:
- Provide an internet-based reporting system through a secure website
- Receive complaints via the website, 24 hours a day, 7 days a week, 365 days a year
- Ability and capacity to receive multiple complaints via the website simultaneously
- Include an internal control to automatically assign a sequential case number to account for every complaint filed
c. Integrated case management system:
- All complaints must be tracked in an integrated secure case management system
- Generate and deliver an electronic notification to agency of all follow up communications between the intake staff and the complainant within twenty-four hours of said communication
- Report sequential case numbers for governance reporting purposes
- Able to assign specific cases to ten other end users within the system for investigation
- Ability to input status information into the system.
(2) An optional pre-proposal meeting will be held on October 24, 2019.
(3) All questions must be submitted no later than October 28, 2019.
(4) The term of the contract will be three years.

[C] Eligibility:

Global (World-wide)

[D] Work Performance:

Global, companies from all over the world can apply for this. However, meetings can be conducted via ONLINE conference calls.

Expiry Date : Friday, 8 November, 2019

Pre-proposal Conference Date : Thursday, 24 October, 2019

Question Answer Deadline : Monday, 28 October, 2019

Category : Call Center and Answering, Global, Software, System and Application

Country : USA

State : Michigan

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