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CC-1621 - USA (Arizona) - Parks Management Systems and Call Center Services - Deadline March 10,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1621

Government authority located in Arizona; USA based organization looking for expert vendor for parks management systems and call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide parks management systems and call center services.
- User support shall be provided during park operating hours, 7 days per week, 365 days a year, 6:00 a.m. to 6:00 p.m. MST, with call backs no more than 24 hours after the initial call is received.
- Streamline existing business processes and electronically track and report data.
- Improve service to both internal and external customers through efficient delivery of services and information.
- Decrease staff clerical duties by eliminating manual processes and reduce staff time spent compiling reports, statistics, conducting research, updating data, and reconciling financial data.
- Improve and/or gain on-line capabilities for internet sales of vehicle entry, annual passes, and facility and camping reservations.
- Improve cash and audit control and provide more accurate reconciliation across all revenue accounts.
- Provide a variety of management reports for operating efficiency and effectiveness, cost analysis, and inventory control.
- Improve guest service by increasing speed at sales window.
- Systems must be 100 percent web based with data stored on private servers that are maintained by the vendor or vendor representative. All data shall be backed up no less than daily and shall be available.
- Systems that provide any type of revenue collection shall include a credit card processing system which is Payment Card Industry Data Security Standard (PCI DSS) compliant.
- Systems shall accommodate a unique numeric identifier representing each park (four digits) and up to eight sales locations in each park. Each individual item, for example, campsite, etc., shall also have a unique accounting code and numeric identifier.
- POINT OF SALE SYSTEM (POS) WITH INVENTORY CONTROL: - System shall have the ability for manual input of attendance for a select list of POS products (i.e. vehicle entry). Attendance information shall be readily accessible and provided via reporting features within the system(s), System shall provide some method of offline functionality in the event of lost internet connectivity, System shall allow for fast and easy exchange of cashiers and easy to read and understand reconciliation of cash drawers at the end of shift/day. System shall have a multiple cash drawer feature and allow for quick sign on/off, System shall provide the ability to purchase minimal items online (i.e. annual passes, vehicle entry).
- CALL CENTER SERVICES: - PARKS is seeking proposals for telephone support to accept campground and ramada reservations and answer customer phone calls for park services and amenities. Proposer shall use PARKS’ public website and campground reservation and other systems.
- Call center shall provide excellent customer service. Proposer shall provide information on current service levels including:
- Current call volume statistics and staffing levels.
- Abandonment rate (percent of incoming calls answered).
- Average response time for peak and non-peak phone response.
- Resolution rate for first point of contact (percent of calls completed on first contact, percent of calls that did not require escalation to higher tier).
- For more information describe in documents.
(2) All question must be submitted no later than March 5, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 10 March, 2020

Question Answer Deadline : Thursday, 5 March, 2020

Category : Call Center and Answering

Country : USA

State : Arizona

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