Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2889

Government Authority located in Utah; USA based organization looking for expert vendor for UtiP hotline dispatch services.

[*] Budget: Looking for proposal

[*] Scope of Service:

(1) Vendor needs to provide UtiP hotline dispatch services.
- Will provide 24/7 answering services for the Hotline at their call center. Call Center must be located within Counties to lessen travel time to and from the call center for headquarters staff
- Will adequately staff the hotline to avoid hold times on calls for service that are in excess of one minute.
- Will ensure that personnel responsible for taking law enforcement calls for service are properly trained in gathering pertinent information based upon the type/location of violation, entering the data into - provided system and disseminating that information immediately to law enforcement patrol staff.
- Will provide a script that prompts call takers to conduct a line of questioning which corresponds to the type of call being taken. This line of questioning will be developed by.
- Will provide access to web-based software that assists in the proper assignment and dispatching of call information based upon regional and patrol district boundaries.
- Each call for service will be assigned a unique tracking number by the software described above. That number shall be provided to the complainant and any personnel that are assigned to follow up.
- Must be capable of “patching” incoming calls through to field personnel, which will always be preferred option of facilitating contact with LE staff
- Must be capable of forwarding incoming non-enforcement calls to predetermined numbers based upon caller location, call type and time of day
- Will provide a billing structure capable of billing multiple accounts, based upon call type (enforcement, non-enforcement nuisance, non-enforcement information, etc.),
- Must be capable of utilizing a web-based system by gaining access through specified web- browser.
(2) A contract term will be for five years.

[*] Eligibility:

Onshore (USA organization Only)

[*] Work Performance:

Performance of the work will be offsite.

Expiry Date : Tuesday, 14 November, 2023

Category : Call Center and Answering

Country : USA

State : Utah

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