Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2652

Government Authority located in Louisiana; USA based organization looking for expert vendor for afterhours answering services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide afterhours answering services for the support of the government departments and divisions operations, activities, and programs.
- Answering services will be required during night, holiday, and weekend hours; as well as back-up services during normal business hours, and on a as needed basis in the event of a major disaster or emergency.
- Provide twenty-four-hour holiday answering services. Twenty-four-hour holiday service is from 3:30 pm or 4:00 pm the day prior to the holiday to 7:00 am the day following the holiday.
- Providing live operators that can forward messages and emails to designated staff and must have the ability to evaluate and prioritize the severity of important calls.
- Provide three roll-over telephone lines for after-hour calls.
- Provide the staff to perform services.
- Answer, screen investigate and document after-hours calls, obtaining the name, call back number and nature of each call. Vendor shall keep detailed electronic records of all calls.
- The selected vendor shall be responsible for determining which after-hours calls constitute emergencies, and which items may be routed for the next business day receipt. Vendor shall consult with the department heads of agency for guidance on which subjects constitute emergencies.
- Non-emergencies after-hour calls received shall be transmitted via email to the appropriate department head and the secretary for that department.
- Vendor shall use an on-call list, provided, to determine the appropriate individual to assign to respond and shall route such call to that appropriate on-call individual.
- Vendor then shall transmit an electronic message to the on-call individual and the individual’s department head via email to serve as an incident report
- The selected vendor shall be required to provide answering services during regular business hours, after hours, and twenty-four-hour service on weekends and holidays.
- Service business hours vary from department to department. It ranges from 4:00 pm – 7:00 am and/or 5:30 pm – 7:00 am.
- The selected vendor will provide twenty-four (24) hour weekend answering services for government departments.
(2) All the questions must be submitted no later than April 25, 2023
(3) The contract period will be for three years.
(4) A non-mandatory pre-proposal conference will be held on April 25, 2023

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Tuesday, 9 May, 2023

Question Answer Deadline : Tuesday, 25 April, 2023

Category : Call Center and Answering

Country : USA

State : Louisiana

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