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CC-1952 - USA (Texas) - Non-Emergency Cloud Contact Call Center Solution - Deadline May 24,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1952

Government Authority located in Texas; USA based organization looking for expert vendor for non-emergency cloud contact call center solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide non-emergency cloud contact call center solution. There is a live Contact Center Representative available 24/7/365. There is no location-based call routing or exclusions, and callers are connected directly to the call center. The US Call Center is the first point-of-contact for after-hours support for departments that do not maintain after-hour staffing but provide County services 24/7 as-needed. These Harris County departments and services include, but are not be limited to:
- Budget Management Department
- Commissioner Precincts 1 through 4
- County Attorney’s Office (CAO)
- Community Services Department (CSD) questionnaire
- County Library
o Several IT groups on a different Network
- Engineering Department
- Judicial on-call duties (various jurisdictions)
- Office of Homeland Security & Emergency Management (OHSEM)
- Resources for Children and Adults (RCA)
- Harris County Public Health Services (HCPHS)
- Pollution Control Services (PCS)
- Non-Harris County
o City of Houston 3-1-1
o Texas Department of Transportation (TXDOT)
o Other small cities within Harris County (e.g. Tomball, Bellaire, Jersey Village, etc.)
- In addition to the existing 24/7/365 call center operated by US, several County departments have separate call centers that are available only during business hours. After-hour calls are forwarded to US.
- As part of this solution, the vendor shall work with US to implement a contact center solution that fits the County’s expanding and diverse population and their communication needs. As the reliance on digital channels grows, the County needs to ensure consistent service delivery across all channels. Whether through mobile, phone, text, or web self-service/email, residents can submit service requests and related questions through their preferred channel with confidence that the County will respond. To enable this objective, it is critical to integrate current and new customer service processes and data, so that County staff can work with the most comprehensive and updated resident view, regardless of which channel a resident utilizes.
-  Improve Overall Citizen Service
Harris County wishes to improve productivity for all residents by becoming more efficient in processing service request intakes, reporting status, tracking service levels and maintaining a knowledge base solution.
- Robust and User-Friendly Reporting
US and other County user departments require a full range of reporting capabilities to include ad-hoc and standard/packaged reporting functionality.
- Training
Training is essential to any new implementation. Harris County requires training for US Contact Center Representatives.
- Indicate which third-party software packages are required for your applications to function correctly — for example, application servers, web servers, databases, agents or clients for backup, and software distribution and security software. Make it clear who is responsible for purchasing and maintaining licenses for this software
- Solution Requirements
- The proposed solution shall have been successfully implemented previously with large organizations. Large organization are defined as a city or county with population greater than 700,000, or by employee count greater than 5,000.
- The proposed solution shall be cloud hosted in a "Tier 1" cloud provider (e.g., Azure)
- The proposed solution’s cloud hosting service shall be in a government cloud and not a commercial cloud available to non-governmental agencies.
- The proposed solution would need to reside in a cloud system that is hosted in the United States. This includes the main processors as well as High Availability (HA) and Disaster Recovery (DR).
- The proposed solution shall provide hosting with HA/DR solutions built in.
- The proposed solution shall also be HA/DR aware. DR shall mimic production and no manual intervention shall be required for solution to failover.
- The proposed solution’s hosting solution shall be able to scale to user load/demand automatically, without any person interaction.
- The proposed solution should have the ability to integrate to Harris County’s Session Border Controllers for the purpose of delivering and receiving calls. PSTN connectivity should also be an option in the event of a system or carrier outage on the Harris County side.
- Propose a new asset management solution.
- Document a “To Be” asset management process assuming we procure the proposed asset management solution.
- Document a high-level system diagram for the “To Be” process including identification of all integrations needed with the new asset management solution.
- Complete a high-level imp

[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, 24 May, 2021

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

Country : USA

State : Texas

RFP Expired

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