Summary of a Request for Proposals seeking a vendor to manage high-volume public health emergency calls in New York City.
NYC-WTC_000143600–000143604Folder label: “EPA HOTLINE”
OCR status: ok · source: pdftotext
NYC 9/11 Public Portal Document
SECTION II - SUMMARY OF THE REQUEST FOR PROPOSALS
A. Purpose of RFP
The New York City Department of Health (DOH) seeks a vendor to provide a technologically advanced Call Center service to be used in the event of public health emergencies requiring large volumes of calls from the public. The vendor shall have the technological ability to seamlessly manage large volumes of calls either directly or forwarded from a separate Integrated Voice Response system (managed by a vendor contracted by the Department). The vendor shall also have automation support allowing the capture and reporting of data pertinent to the calls, as described below. The focus of the calls will be related but not limited to public health issues, such as the Department’s response to the West Nile virus outbreak.
The vendor shall provide the public with courteous and professional responses to sets of questions regarding public health risks and concerns. The vendor may also receive caller questions about specific actions being taken by the City for which information will be subject to change on a daily or more frequent basis. In addition, some emergencies may require that the Call Center collect pertinent information from the public. This system must be maintained and serviced by the vendor ^a location remote to 125 Worth Street. However, a location that is within 120 miles, or 2 hours, of NYC is preferred. Call Center must be available for operation prior to May 30.
B. Anticipated Contract Term
It is anticipated that the term of the contract awarded from this RFP will be two (2) years from July 1, 2001 to June 30, 2003, with a one- year renewal option. The agency reserves the right, prior to contract award, to determine the length of the initial contract term and each option to renew, if any.
SECTION III: SCOPE OF SERVICES
A. AGENCY GOALS AND OBJECTIVES
The Agency’s goals and objectives are to maintain live operator services which allow the Department to:
• Receive and maintain records on callers requesting assistance.
- • Maximize its ability to provide accurate, up-to-date information to the public regarding public health issues for indoor air concerns.
B. AGENCY ASSUMPTIONS REGARDING CONTRACTOR APPROACH
NYC-WTC_000143600
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