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CC-1909 - USA (Pennsylvania) - Reassessment Customer Service - Deadline March 25,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1909

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for reassessment customer service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide reassessment customer service
- Customer Contact – Customer service and communications with property owners
- Third Party Call Center - Inbound call center handling calls from taxpayers with questions or service requests related to the Homestead Exemption applications and reassessment notices that meets the following requirements:
O Ability to answer and provide service to a minimum of 15,000 calls per day.
O Vendor must be able to ensure that 80% of calls are answered within 30 seconds and maintain an abandonment rate of 5% or less.
O 100% U.S. based
O Translation and TTY services
O Maintain accurate records of each customer interaction with specific information to be determined by agency.  These records will become the property of the City and the vendor must provide a plan for the transfer of all records to the City.  This must include recording of calls with the ability for the agency to review the calls on demand.
O For interaction requiring follow-up action by the agency, calls will be logged in a City-provided system, for which access will be granted via VPN.  Vendor must ensure that appropriate staffs are trained in that system.  Vendor is responsible for providing all technology required to access and utilize said system (s).
- The agency is responsible for discovering, listing, and valuing all real property throughout the City of Philadelphia on an annual basis, in a fair and equitable manner.  Additionally, agency formulates assessment policy, establishes assessment districts, keeps records of assessments and real property data characteristics, maintains surveys and other assessment materials, and provides public and individual notice of assessments.  The office reports to the mayor, City Council, and Board of Education on the aggregate change of assessments on an annual basis.  agency administers all tax abatement programs for new residential construction, residential rehabilitation, and construction and improvement of business properties, as well as exemptions.  There is a separate agency that handles assessment appeals.  This is the Board of Revision of Taxes (BRT).  Once a taxpayer receives his or her revised assessed value, he or she may submit an appeal to the BRT.  During the current mass appraisal process, agency plans to informally review all appeals as a quality assurance method.
- Electronic Communications - Respond to electronically submitted questions from taxpayers.  Vendor must maintain accurate records of each customer interaction with specific information to be determined by agency.  These records will become the property of the City and the vendor must provide a plan for the transfer of all records to the City.  This must include recording of calls with the ability for the agency to review the calls on demand.

[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 : Thursday, 25 March, 2021

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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