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NYC 9/11 Public Portal Document

10) Provide operator service in English, Spanish, Chinese and other languages upon request

11) Provide TTY provisions for the hearing impaired.

12) Use computers connected together via a Local 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 IP addresses within their subnet so as to allow secure access to the EPA database, which is protected by the EPA firewall for security r.'urposes.

14) Demonstrate that they have security measures in place to protect the confidentiality and integrity of the data. The data shall not be made available to the public unless authorized by EPA to release the information.

15) Record the information generate:; by the script (Attachment 1) in a database to be created and maintained (other than dat?. entry) by the Agency.

16) Respond to caller questions with answers made available in a Frequently Asked Questions (FAQs) format on EPA’s Web site. Convey to EPA (via e-mail) questions for which there are no FAQs answers and, when a response is generated by EPA, convey that information back to the original requestor. [Note; These new Q&As will be added to the bank of FAQs on the Agency Website.]

17) Provide data and statistics regarding call volume and nature of requests, daily in an electronic format to be specified, on the information recorded in the database before noon next business day.

18) Provide supervisors to manage operators, including the handling of difficult calls from the public, and to act as liaison to USEPA/DEP staff.

19) Allow DEP/EPA staff to visit premises or be stationed at the site to conduct quality assurance, i.e. serve as resource/provide supervisors or operators with training and information updates.

20) Provide quality assurance that technology, information dispensed, and customer service standards are maintained through random call monitoring.

21) Distribute by mail or fax, health and cleanup information (approximately 12 pages, to be provided by EPA).

22) Contact by telephone people (on a list generated by EPA) who have called prior to June 1, 2002 to request cleaning or testing of their residences.

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