CC-2629 - USA (Georgia) - Hotline Service - Deadline May 2,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2629

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

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide hotline service for operate and maintain a toll-free number that can be called 24 hours a day, 365 days a year, to speak anonymously, or in confidence, with a trained hotline operator; and, a web-based system through which complaints may be made anonymously, or in confidence.
- The call operators shall take the caller information and record that information. The telephone Hotline will use a message to be provided by the OIG to inform the caller of his or her options.
- The live operators and messages shall be in English, unless requested differently from both the telephone and web-based complaints systems will be designated as hotline, through which agency employees and outside individuals may confidentially report fraud, waste, and abuse, as well as complaints of staff and contractor misconduct.
- Both the telephone operator calls format and the web-based complaint form must be customized and tailored to meet the specific needs. In addition, incident codes used for the telephone and web-based complaint reports must adhere to the requirements of, and meet the approval.
- Respond within four hours or sooner when a call is received and shall also obtain appropriate follow-up information concerning complaints received.
- The Contractor shall provide timely reports in electronic form (within no more than 24 hours of receipt of a complaint) to contracting officer’s representative (COR) and other designated representatives or e-mail addresses regarding all Hotline complaints (both telephone and web-based) received.
- Contractor’s reports of Hotline complaints shall show, at minimum, the report number; date and time of the call or web-based complaint; the nature and subject of the complaint; details of the allegations; questions asked by the call center staff member (for telephone complaints); name, telephone number, mailing address, and e-mail address of the complainant, if provided upon request; the complainant’s preference on maintaining or waiving confidentiality; nature of any response given to the complainant; any follow-up performed, when the follow-up was completed; and other information identified.
(2) All the questions must be submitted no later than April 10, 2023
(3) The contract period will be for one year.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Tuesday, 2 May, 2023

Question Answer Deadline : Monday, 10 April, 2023

Category : Call Center and Answering

Country : USA

State : Georgia

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