Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2457

Government Authority located in Oregon; USA based organization looking for expert vendor for third party fraud reporting services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide third party fraud reporting services
a. Provide Fraud Reporting Tools:
i. Provide a global toll-free live operator service that is available 24 hours a day, 365 days a year, that allows individuals to report fraud anonymously. Customer service agents must be able to translate the following languages, at a minimum: English, Spanish, Vietnamese, Russian, and Chinese;
ii. Provide and manage branded web page that allows individuals to report fraud anonymously via web form. The web reporting form must also be available at a minimum in the following languages: English, Spanish, Vietnamese, Russian, and Simplified Chinese;
iii. Provide and manage a fax number that allows individuals to report fraud anonymously; and
iv. Provide and manage a SMS number that allows individuals to report fraud anonymously
b. Provide Web-Based Case Management System:
i. Provide an online-based case management system that dedicated State employee(s) can access 24 hours a day, 365 days a year, that will meet or exceed the State security standards based on NIST 800.53, for level 3 data and moderate systems.
1) Offeror must configure and implement the online case management system, toll free live operator services, branded web pages in all required languages, the reporting fax line, and the SMS number.
2) Offeror must provide training on the Solution use for each feature via Zoom or Teams or similar video conferencing interface. In addition, Offeror must provide documented, self-service resources, such as Knowledge Articles or FAQs and or other written documentation/manuals as a long-term training option.
3) Offeror must provide ongoing operations and maintenance of the solutions, including upgrades and enhancements, as necessary.
4) Offeror must provide help desk support and customer service which be available Monday-Friday 8am-5pm PT. Expectation is that the help desk support and customer service will be able to resolve any problems that arise and provide confirmation of that resolution by email or some form of notification within the vendor program. Other service level agreement considerations could include help desk support and customer service transparency, daily updates for issues submitted and availability during regular business hours.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

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

Expiry Date : Wednesday, 5 October, 2022

Category : Call Center and Answering, Software, System and Application, Translation and Interpretation, Web Design and Development

Country : USA

State : Oregon

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