CC-2308 - USA (California) - Ethics Hotline Service - Deadline May 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2308

Government Authority located in California; USA based organization looking for expert vendor for ethics hotline service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide consultant for ethics hotline and case management services for employees, consultants, and the public for 24/7/365
- Ethics hotline services:
• 24-7-365 Incident Reporting consultant shall operate on a twenty-four hours per day, seven days a week, 365 days per year basis.
• Toll-Free Access - Automated welcome message shall be set-up to validate that the caller has reached the appropriate number. Consultant shall also provide instructions for use.
• Online - Web Access website with web-based method for reporting violations. Consultant shall also provide instructions for use.
• Email - Consultant shall provide an email address for reporting violations. Consultant shall
also provide instructions for use.
• U.S. Mail Reporting - Provide an address or mailbox where violations can be reported. Consultant shall make sure incoming mail is actively monitored so incidents can be reported in a timely manner. Consultant shall also provide instructions for use.
• Retention - Reports shall be permanently retained and easily retrievable.
• Specialized Operators - Consultant’s staff shall be professionally trained and accustomed to dealing with caller concerns.
- Customer Service: Consultant shall ensure a seamless hotline implementation, and shall provide prompt and reliable ongoing support and services.
• Calls shall be answered within 20 seconds
• Use of script on screen technology
• Professionally trained staff
• Background checks on all new hires
• Non-disclosure agreement signed by all employees
• Operators must successfully complete training
• Employees must meet education requirements
- Case management system:
• Consultant shall use a case management system for compliance reporting activities and is always available. Additionally, the Consultant shall provide a web-based system which is secure to track, address, and monitor all of incident reporting activities.
• View detailed incident report online.
• Assign an incident for investigation.
• Set and adjust the risk level, priority, and status of reports.
• Document actions taken and record follow-up and outcome notes.
• Manage and oversee the resolution process.
• Anonymously dialogue with reporters.
• Analyze incident trends by creating reports and charts.
• Create an audit trail for added internal control.
• Attach files and documents to a record.
• Search the database using keywords and date filters.
• Permit multiple users and manage user permissions.
(2) All the questions must be submitted no later than April 27, 2022
(3) The contract period will be for three years.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Monday, 16 May, 2022

Question Answer Deadline : Wednesday, 27 April, 2022

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

Country : USA

State : California

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