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CC-2431 - USA (California) - Hotline Consultant Service - Deadline September 6,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2431

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

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide hotline consultant service to operate and maintain a dedicated whistleblower telephone hotline and internet-based reporting system to anonymously report complaints of fraud, waste, abuse in connection with the city’s operations.
- Calls to the hotline must be answered by a live intake representative 24 hours a day, 7 days a week, and 365 days a year. The Hotline Administrator shall have sufficient staffing and technical capacity to answer multiple calls simultaneously.
- The Hotline Administrator shall provide a toll-free hotline number that will be unique to the City and the number will be retained by or transferred to the City after completion or termination of the contracted service.
- The Hotline Administrator shall describe the contingency process in place should call volume exceed customer service representative capacity.
- Complainants shall be given the option to remain anonymous. Where this option is selected, the anonymity of hotline complainants shall be protected.
- All telephone-based complaints shall be entered into the Hotline Administrator’s electronic case management system within three hours of its receipt of the complaint.
- Illustrate call volume costs via a tier system of 10, 25, 50, and 100 calls annually.
- Hotline Administrators must include quotations and pricings for an internet-based complaint reporting system integrated with the toll-free telephone hotline.
- The Hotline Administrator shall provide an internet-based reporting system through a secure website, customized for the City.
- The website shall include a standardized web form allowing the complainant to submit allegations through the website.
- All web-based complaints shall be entered into the Hotline Administrator’s electronic case management system within three hours of its receipt of the complaint.
- The Hotline Administrator shall provide a mailing address that will be unique to the city.
- Mail sent to the hotline mailing address must be reviewed by a live intake representative in all days and hours that the united states postal service is operating and delivering mail.
- All mail-based complaints shall be entered into the hotline administrator’s electronic case management system within three hours of its receipt of the complaint.
- Allegations submitted by mail must be appropriately routed to the designated city contact(s) by the hotline administrator within three hours of the submission.
- 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 solicit this information.
- Intake representatives shall be trained in delivering excellent customer service and shall maintain a courteous and professional demeanor with complainants at all times.
- Intake representatives shall be trained in recognizing when a complaint is a life-threatening emergency and shall inform the complainant to contact 911.
- The Hotline Administrator shall provide an integrated case management system (“system”) in which all complaints can be tracked.
- The system shall generate and deliver an electronic notification to the city 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 (via hotline, online or mail), a detailed description of the nature of the complaint, whether the complainant has selected the option for follow-up communication, and the priority of the complaint, and the status of the matter.
- The hotline administrator 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 residents, non-resident concerned parties, and employees of the city.
- The Hotline Administrator shall provide dedicated support from the client services team for program set up, initial and periodic refresher system training, and on-going system maintenance.
- The toll-free hotline must be accessible to persons with disabilities, including but not limited to individuals who use text telephone (TTY) and the telecommunications relay service (TRS).
(2) All the questions must be submitted no later than August 29, 2022
(3) The contract period will be for five years.

[C] Eligibility:

- Onshore (USA ONLY);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Tuesday, 6 September, 2022

Question Answer Deadline : Monday, 29 August, 2022

Category : Call Center and Answering, Case Management Services, Software, System and Application

Country : USA

State : California

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