CC-2563 - USA (Oregon) - Citizen and Employee Hotline Services - Deadline March 31,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2563

Government Authority located in Oregon; USA based organization looking for expert vendor for citizen and employee hotline services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide citizen and employee hotline services.
- To establish a phone and web-based hotline reporting system to be used by both county citizens and employees.
- To implement an option for the citizens of county and county employees to notify county management of any actual, potential or perceived acts of fraud, waste and abuse or human resources related concerns.
- Providing citizen and employee Hotline Services.
- Providing phone and web-based Hotline services.
- Live person to answer incoming calls on the hotline within one minute during at least 7:00 am to 7:00 pm Pacific time. 24/7 availability preferred.
- Ability for a caller to leave a recorded message outside of regular business hours.
- Ability for email submission and online form submission of concerns on the web, including mobile web application.
- Reporting of concerns to be available to county within no longer than 24 hours. more immediate reporting options preferred for emergent calls.
- Process for screening for immediate emergency reports.
- Ability to provide regular (monthly, quarterly, annually, and multi-year) reporting of call data with various measurable metrics.
- Ability to categorize calls for data reporting for all manner of submissions.
(2) All questions must be submitted no later than February 7, 2023.
(3) The contract period will be for five years.

[*] Eligibility:

Onshore (USA Organizations Only)

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Friday, 31 March, 2023

Question Answer Deadline : Tuesday, 7 February, 2023

Category : Call Center and Answering

Country : USA

State : Oregon

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