FEMA obligation authorization form, July 2002

NYC 9/11 Public Portal Document

. *%|IAY..17.2002' 8; 15AM lui «HV 14-02 NO. 3778 Np. 203 P.10

C. QuaJificaiion Retjulremimis; A. Hisiojy of al least one implementation of a similar contract providing live operator services in a large urban sening. U. A minimum of three years experience in the maiweDanco of live operator services. I). Tasks; The contractor would perform the following services: I) Provide live oporator sssistanco to handle up to 400 calls per day between the hours of 10:00 a.m. and 8:00 p.m., Monday through Friday and 10:00 ft.m, and 5.00 p.m, Saturdays and Sundays from June 1,2002 through August 31,2002. ■ 2) Provide live operator askistance to handle up to 200 calls per day between the hours of 10:00 a.m. and 8;00 p.m., Monday through Friday and 10:00 a.m. and 5:00 p.m. Saturdays and Sundays from September J, 2002 through December .31,2002, 3) Provide live operator assistance to handle up to 50 calls per day bcTwcen the hours of 10:00 ft.m. and 8:00 p.m., Monday through from January 1,2003 through May 29, 2003.

4) Ensure no busy signals, and call pick-up within live rings. 5) Ensure that no caller should wait in a “queue” for more than one minute 6) Provide additional opevators within 24 hours notice should call volume increase. 7} I tquip operators with specified scripts prepared by the Agency and have the technological ability to easily access the appropriate script from the Agency Web site. S) Immediately alerUtraln oporaiors of changes in script upon notification by liPA 9) Provide the Department a toll-free or local NYC load number at no coat to DF.P. 10) Provide operator service in English, Spanish, Cltincse and other languagox upon request

H) Provide TTY pnwisionif for tlic hearing Impaired. • < 12) Use computers connected wgelhcr Ma a I .ocal Area Network and such network should be connected to the Internet via a high speed link.

' 13) Provide a static IP address or range of IF addrcs.nes within their subnet so as to allow secure access to the EPA database, which is protomod by the EPA firewall for security purposes.

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NYC-WTC_000140975