EPA HOTLINE

NYC 9/11 Public Portal Document

N.Y.C. DEPARTMENT OF ENVIRONMENTAL PROTECTION UNITED STATES ENVIRONMENTAL PROTECTION AGENCY SCOPE OF WORK FOR LIVE OPERATOR SERVICES

A. Background :

The New York City Department of Environmental Protection (DEP) seeks a vendor to work with the United States Environmental Protection Agency (EPA) to provide a technologically advanced Call Center service to be used to answer calls and gather information regarding the cleaning and testing of residential units located south of Canal Street and the Manhattan Bridge approach, where there may be a concern about residue from the World Trade Center disaster. DEP/EPA’s purpose is to maintain live operator services which allow the Agency (USEPA) to;

• Gather information regarding the testing and cleaning needs of residents of Lower Manhattan and enter this information in a database of EPA’s design. • Maximize EPA’s ability to provide accurate, up-to-date information to the public regarding public health issues for indoor air concerns.

The vendor shall have the technological ability to seamlessly manage large volumes of calls and shall also have automation support allowing the capture and reporting of data pertinent to the calls, as described below. The vendor shall in a courteous and professional manner solicit from the public responses to a set of questions regarding the testing and cleaning of their residences. The vendor may also receive caller questions about health concerns and specific actions being taken by the Agency (USEPA). Vendor staff should have access to the Agency Web site, where information, in Frequently Asked Questions (FAQs) form, will be available to answer these questions. If asked a question(s) for which there is no prepared answer, vendor staff shall E-mail the question to a designated person at EPA for response. Such questions and their answers will be added to the FAQs database and the vendor notified of the new information. The vendor shall forward the answer to the querying resident by telephone, postal services or E-mail.

This system must be maintained and serviced by the vendor at a location remote to 290 Broadway, N.Y., New York. Call Center must be available for operation prior to May 30, 2002.

NYC-WTC_000143656