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CC-2868 - USA (California) - Whistleblower Hotline Service - Deadline November 8,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2868

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

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide whistleblower hotline service.         
- To assist with management of the whistleblower program, the City Auditor’s Office is seeking a third-party vendor to provide whistleblower hotline services.
- The whistleblower hotline will serve as an avenue for interested parties to voice their concerns via a web based platform or directly to a live person via phone in a confidential and if desired, anonymous manner.
- The scope of this project will include 1) Cloud based Software 2) Live hotline answer service 3) Implementation services and 4) Ongoing support and software maintenance services.
• Case management: the whistleblower hotline system shall be able to compile reports of fraud, waste, or abuse into a central database. Audit staff shall be able to follow a whistleblower complaint from intake to close, and follow up on reports if necessary. System shall notify staff of any new data submitted.
• Anonymous reporting capabilities: The system shall allow employees, members of the public, contractors, and other interested parties to make anonymous reports. The system shall have procedures in place to protect data privacy.
• Multiple reporting options: There shall be multiple avenues available to report allegations of fraud, waste, or abuse. These shall include a web-based intake form and a telephone number with a live customer service agent. Reporting methods shall also include translation services.
• Performance metrics and data analytics: the system shall allow internal users to generate reports on metrics such as the number of open whistleblower cases, the number of whistleblower complaints made in a given time period, and the average time it takes to close a whistleblower case.
• Data retention: All data captured by the system shall be Berkeley-owned. The city may request a copy of all data at any time. All data must be privately secured. Data must adhere to some data compliances such as agency, local and state government policies, and possibly others.
• Availability: System shall be available at all times 24 hours a day, 7 days a week, with the exception of maintenance windows.
• Infrastructure: System shall be cloud based off premises.
(2) All questions must be submitted no later than October 25, 2023.

[*] Eligibility:

- Onshore (USA Only)

[*] Work Performance:

- Performance of the work will be Onsite or Offsite.

Expiry Date : Wednesday, 8 November, 2023

Question Answer Deadline : Wednesday, 25 October, 2023

Category : Call Center and Answering, Software, System and Application

Country : USA

State : California

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