CC-2475 - USA (California) - Remote Triage and Support System - Deadline January 30,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2475

Government Authority located in California; USA based organization looking for expert vendor for remote triage and support system.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide remote triage and support system
- Provide a statewide remote triage and support system delivering services to children, families, and caregivers by phone and online
- Support shall be delivered via the following components: telephonic (including voice and text), online (website development, email, and chat messaging), referral services, and other supportive services as identified by the Contractor
- The Contractor shall establish and maintain a dedicated and published toll-free, statewide telephone number
- The Contractor shall establish and maintain telecommunication equipment and a phone line with the capacity to accept multiple calls and texts
- The phone line shall offer live assistance, support, resource referrals, and linkages to culturally and linguistically appropriate services for parents and caregivers, their children and youth, and others seeking help with children and youth,
- This support shall be provided through calls, emails, texts, and online chat, at a minimum, during the hours of 8:00 a.m. to 8:00 p.m. Pacific Time, seven days a week
- assistance, support, and referrals received through the helpline toll-free telephone number, text messages, online chats, and emails, which shall include a minimum of 250 unique requests for support via telephone calls per week from parents, caregivers, and youth
- Number of total calls, text messages, and emails.
- Number of unduplicated calls, text messages, and emails
- Services and resources requested by callers
- Average length of calls.
- Average speed of call answer or response to text messages and emails.
- Call abandonment rate
(2) All the questions must be submitted no later than November 2, 2022.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Monday, 30 January, 2023

Question Answer Deadline : Wednesday, 2 November, 2022

Category : Call Center and Answering

Country : USA

State : California

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