Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2827

Government Authority located in North Carolina; USA based organization looking for expert vendor for hotline reporting system Services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide hotline reporting system.         
- For a vendor to facilitate the intake of hotline complaints and allegations into an internet-based hotline reporting system that will be managed by County Internal Audit Department.
- County Internal Audit Department is looking for a Hotline Administrator that can provide services for operating a hotline for reporting anonymous fraud, waste, and abuse and provide an internet-based hotline reporting system.
- to provide services for operating a hotline for reporting anonymous fraud, waste, and abuse and provide an internet-based hotline reporting system. It is expected that the Hotline Administrator will be able to provide a comprehensive set of services including but not limited to:
1. Toll Free Hotline
a. The Hotline Administrator shall provide a toll-free hotline number that will be unique to the County. The toll-free number will be retained by or transferred to the County after completion or termination of the contracted services.
b. 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.
c. The Hotline Administrator shall describe the contingency process in place should call volume exceed customer service representative capacity.
d. Complainants shall be given the option to remain anonymous. Where this option is selected, the anonymity of hotline complainants shall be protected. Calls will be recorded.
e. In the event a complainant must leave a voicemail message, a live representative shall attempt to contact the complainant within 24 hours of the complainant’s voicemail, provided that the complainant left contact information.
f. The proposal shall illustrate call volume costs via a tier system of 50, 100, and 150 calls annually. The County shall be entitled to an unlimited number of calls to the toll-free hotline
2. Internet-based Hotline Reporting System
- Hotline Administrator must include quotations and pricings for an internet-based hotline reporting system integrated with the toll-free telephone hotline.
- The Hotline Administrator shall provide an internet-based hotline reporting system through a secure website for complaints submitted externally on the County’s public website and internally on the County’s internal website.
- The website shall include a standardized web form allowing the complainant to submit allegations to the hotline.
- All web-based complaints shall be entered into the Hotline Administrator’s electronic case management system within three (3) hours of its receipt. Reports and other documents submitted by a complainant that require translations should be available in the case management system within 48 hours.
- Complainants shall be given the options to remain anonymous. Where this option is selected, the anonymity of online complainants shall be protected. IP addresses will not be tracked for complaints submitted via the website
- The website shall be accessible to persons with disabilities, including, but not limited to, accessible elements such as alt tags, long descriptions, and/or captions for photos, graphics, scanned images, and video. Documents posted on the website should be in HTML or a text-based format in order to be read by reader software. Online forms and tables should also be accessible.
3. Staff
- 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
4. Integrated Case Management System
- The System shall generate and deliver an electronic notification to the County Internal Audit Department of all new complaints, including a complaint summary, within three (3) hours of a new case being created in the system
- The System shall generate and deliver an electronic notification to the County Internal Audit Department of all subsequent and follow-up communication between the Hotline Administrator and the complainant within three (3) hours of said communication being entered into the System
- The System shall allow a designation of a broad case type including, but not limited to, fraud, waste, abuse, human resources related, Federal or State law violation, County policies and procedures violation, or ethics violation.
5. Marketing and Educational Materials
- The Hotline Administrator shall provide the County with communication tools and other materials to promote and advertise the hotline including posters and brochures customized to the County for employees, residents, and non-resident
concerned parties.

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite or Offsite.

Expiry Date : Thursday, 5 October, 2023

Question Answer Deadline : Tuesday, 19 September, 2023

Category : Call Center and Answering

Country : USA

State : North Carolina

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