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CC-2410 - USA (Virginia) - Anonymous Fraud, Waste and Abuse Hotline and Internet Based Reporting Services - Deadline August 24,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2410

Government Authority located in Virginia; USA based organization looking for expert vendor for anonymous fraud, waste and abuse hotline and internet-based reporting services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide anonymous fraud, waste and abuse hotline and internet-based reporting services.
1. Telephone hotline:
- Calls to the hotline must be answered by a live intake representative 24 hours a day, 7 days a week, 365 days a year. The contractor shall have sufficient staffing and technical capacity to answer multiple calls simultaneously.
- Complainants shall be given the option to remain anonymous. Where this option is selected, the anonymity of hotline complainants shall be protected. Calls will not be recorded and caller identification information will not be maintained.
- In the event a complainant must leave a voicemail message, a live representative shall attempt to contact the complainant within one hour of the complainant’s voicemail, provided that the complainant left contact information.
- All telephone hotline complaints shall be entered into the contractor’s case management system within three hours of its receipt of the complaint. Reports submitted by a complainant that require translation should be available in the case management system within 48 hours.
- County reserves the right to make test calls to each toll-free number at least annually and such test calls shall not be included in the maximum number of allowed calls.
2. Internet based complaint reporting system:
- The contractor shall provide an internet-based reporting system through a secure website, customized for the County.
- The website shall include standardized web forms customizable at the county’s request, allowing the complainant to submit allegations through the website.
- Complainants shall be provided with the option to receive follow-up communication regarding his or her complaint.
- Complainants shall be given the option to remain anonymous. Where this option is selected, the anonymity of online complainants shall be protected. IP addresses will not be tracked for complaints submitted via the website.
- All web-based complaints shall be entered into the contractor’s electronic case management system within three hours of its receipt of the complaint. Reports submitted by a complainant that require translation should be available in the case management system within 48 hours.
- The website shall be accessible to persons with disabilities, including, accessible elements such as alt tags, long descriptions, and/or captions for photos, graphics, scanned images, and video. Documents posted on the website should be in HTML or a text-based format, so they can be read by reader software. Online forms and tables should also be accessible.
3. Staff:
- Intake representatives shall be trained to capture sufficient information from complainants upon which to initiate an investigation into the complaints and to ask questions as appropriate to obtain this information.
- Intake representatives shall be trained in delivering excellent customer service and shall maintain a courteous and professional demeanour with complainants at all times.
4. Case management system:
- The system shall generate and deliver an electronic notification to the county of all new complaints, including a complaint summary, within three hours of a new case being created in the system.
- At a minimum, the complaint summary will include the date and time the complaint was submitted, the method the complaint was reported, a detailed description of the nature of the complaint, and whether the complainant has selected the option for follow-up communication.
- The system shall allow for the creation and download of reports at minimum levels of monthly, quarterly, annually, and year-to-date program activity. These reports shall be easily sortable by a variety of fields including date, nature of the complaint, and length of time from the initial complaint intake to when the case was reflected as closed in the system.
5. Technical support and requirements:
- The contractor shall provide dedicated support for program set up, system training, and ongoing system maintenance.
- The toll-free hotline must be accessible to persons with disabilities, including: individuals who use text telephone and the telecommunications relay service.
(2) All question must be submitted no later than August 15, 2022.
(3) A contract period will be for one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Wednesday, 24 August, 2022

Question Answer Deadline : Monday, 15 August, 2022

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

Country : USA

State : Virginia

Cost to Download This RFP Document : $ 9

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