CC-1736 - USA (Massachusetts) - Inbound and Outbound Smoker Helpline and Nicotine and Tobacco Cessation Quitline Service - Deadline August 17,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1736

Government Authority located in Massachusetts; USA based organization looking for expert vendor for inbound and outbound smoker helpline and nicotine and tobacco cessation quitline service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 inbound and outbound smoker helpline and nicotine and tobacco cessation quitline service that offers telephonic, text, email, and web-based support services for people seeking to quit cigarettes, vaping devices, or other commercial tobacco products.
• A toll-free telephone system with ability to use a local 617 number when making outbound calls to participants;
• A system that handles multiple, simultaneous incoming and outgoing calls with English, Spanish bi-lingual and TTY Relay capacity at minimum;
• Provision of a 24/7 live response;
• Eighty percent (80%) of calls during airing of state and federal campaigns are answered within 30 seconds;
• On-the-spot (OTS) immediate availability for counseling offered to every client that wishes to utilize it;
• Information, referrals, screening and counseling for smokers provided in English and Spanish;
• OTS interpreter services available for languages other than English and Spanish. Other solutions such as bi-lingual distance counselors and/or sub-contractors are strongly encouraged to increase access to all residents - it is expected that the rate of screening completion should be the same for all languages;
• A 24-hour voice mail system with voicemails returned within 24 hours;
• A 24-hour “Quit Tips” line;
• The ability to receive web referrals and healthcare provider referrals that come through the e-referral software, secure email, and secure fax; and  
• Finally, the vendor must also make advance plans, subject to approval by agency, to accommodate heavy service volume due to media campaigns or other special projects.
• Services are to be accessible to Massachusetts residents 12 years and older.
• Recorded information with call back capacity for one-on-one telephone cessation counselors can be used when all phone lines are busy.
• Any recorded messages to be used with Massachusetts participants must be approved by agency prior to implementation.
(2) Approximate historical call volume was between January 2015 to December 2018, the smokers’ helpline received over 32,000 referrals (approximately 10,000 per year), including 26,000 from healthcare institutions via e-referrals and fax-referrals, and over 6,000 self-referrals via direct calls and online.
(3) All questions must be submitted no later than July 31, 2020.
(4) A bidders’ conference will be held on July 22, 2020.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Monday, 17 August, 2020

Pre-proposal Conference Date : Wednesday, 22 July, 2020

Question Answer Deadline : Friday, 31 July, 2020

Category : Call Center and Answering

Country : USA

State : Massachusetts

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