NYC DOH RFP: Live Operator Services for WTC Hotline, 2002

NYC 9/11 Public Portal Document

c) cost per minute per OUTGOING call d) cost of providing TTY capability e) cost of providing operators in languages other than English and Spanish I) cost of information distribution services g) cost of maintenance and support, i.e. on-going training and administrative costs

Proposers are encouraged to propose innovative payment structures. The Agency reserves the right to select any payment structure that is in the City's best interest. For the purposes of comparison, however, proposers should submit a price proposal that conforms to the format prescribed in Sections 3(a) and below.

4. Performance Outcome Measures and Financial Incentives and/or Disincentives

List and describe at least three outcome measures of the work to be performed by the proposer under the contract and the related financial incentives and/or disincentives that could potentially be applied to the contract, in whole or part, as a reliable means for measuring and paying for success, as described in Section III Scope of Services of the RFP. Proposers are encouraged to propose measures, incentives and disincentives which they believe will best achieve the Agency’s goals and objectives in a cost-effective manner. Proposers may also propose more than one approach. While the proposer’s proposed performance outcome measures and related financial incentives and/or disincentives will not be scored by the Agency’s Evaluation Committee, they may be considered by the Agency in awarding the contract and structuring its payments to contractors.

5. Acknowledgment of Addenda

The Acknowledgment of Addenda form (Appendix B) serves as the proposer’s acknowledgment of the receipt of addenda to this RFP which may have been issued by the Agency prior to the Proposal Due Date and Time. The proposer should complete this form as instructed on the form.

B. Proposal Package Contents (Checklist)

The Proposal Package should contain the following materials. Proposers should utilize this section as a checklist to assure completeness prior to submitting their proposal to the agency.

1. A sealed inner envelope labeled "Program Proposal" containing one original set and six (6) duplicate sets of the documents listed below in the following order: • Proposal Cover Letter (Appendix A) • Program Proposal o Narrative

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