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CC-1965 - USA (California) - Whistle-blower Hotline Services - Deadline June 10,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1965

Government Authority located in California; USA based organization looking for expert vendor for whistle-blower hotline services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide whistle-blower hotline services
- The primary objective of this program is to provide a secure intake system that operates 24 hours a day, 7 days a week, 365 days a year. The system shall support multiple intake methods, including, but not limited to, a call center, internet-based complaint reporting system and a case management system that allows anonymity of callers. The City expects that the successful vendor will deliver all of the following features and
functionality required without the need for customization. The services will be on an annual subscription basis with the successful vendor to provide the application, hosting and call center services. The scope of work shall include, but not be limited to, the following.
- A. Toll Free Hotline
1. The proposer shall provide an online forum though which different types of complaints can be received.
2. The proposer shall establish a complaint hotline number (Hotline), which shall be a toll-free number.
3. The proposer shall provide representatives or options that are fluent in a variety of languages. The proposal shall note which languages the firm is capable of supporting. The City’s primary languages are English and Spanish.
4. Complainants shall be given the option to remain anonymous. Where this option is selected, the anonymity of the hotline complainants shall be protected. The City may require the ability to trace the caller if there are legal conditions associated with the call.
5. The complainant shall be provided with an option to provide and receive follow up communication regarding their complaint.
6. The system shall ensure and provide the capacity to answer multiple calls simultaneously, with the ability to record messages and complaints.
7. The proposer shall employ professional, knowledgeable, courteous and discrete staff in the receipt of all calls. All staff shall have some investigative interviewing experience
8. The proposer shall accurately capture information, pertaining to the caller (if not chosen to be anonymous), including, but not limited to, the date and time of the call, the subject of the complaint, the nature of the complaint
and the substance of the complaint and provide this information electronically to City.
9. The proposer’s staff shall be able to discern calls of an urgent nature and be able to refer the caller accordingly.
10. The proposer shall create a secure, confidential database into which information detailing the substance of the complaints is recorded.
11. The proposer shall provide a confidential, secure method of transmitting complaint information to the City in electronic format, immediately upon receipt of each complaint. The proposer shall also understand all the applicable Federal, State and Local laws that the City must comply with in regards to whistleblowing activities.
B. Internet- Based Complaint Recording System
1. The proposer shall provide an internet-based reporting system through a secure website, branded for the City.
2. The website shall include a standardized web form allowing the complainant to submit allegations through the website.
3. All web-based complaints shall be entered into the Proposer’s electronic case management system within twenty-four (24) hours of its receipt.
4. Complaints submitted via the website must be read and appropriately routed to the designated City Contact(s) within twenty-four (24) hours of its receipt.
5. Complainants shall be provided with the option to receive follow-up communications regarding the complaint.
6. Complainants shall be provided the option to remain anonymous. When this option is selected, the anonymity of online complainants shall be protected. IP addresses will not be tracked for complaints submitted via the website.
7. The website shall be accessible to persons with disabilities. Documents posted on the website should be in HTML or a text-based format (PDF), in order to be read by reader software. Online forms and tables should also
be accessible.
8. The proposer shall design and establish an online forum through which different types of complaints can be received.
9. The proposer shall provide a confidential, secure method of transmitting complaint information to the City of Modesto, CA, in electronic format, immediately upon receipt of each complaint. All retention of data shall
comply with the City’s established plans as well as controlling state or federal law.
C. Marketing and Education Materials The proposer shall provide the City with communication tools and other materials to promote and advertise the hotline including posters, business cards and brochures customized to the City for employees.
- For more information describe in document.

[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, 10 June, 2021

Category : Call Center and Answering, Marketing and Branding

Country : USA

State : California

RFP Expired

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