NYC DOH Request for Proposals: Live Operator Services, 2002

NYC 9/11 Public Portal Document

The contractor would have:

• History of at least one implementation of a similar contract providing live operator services in a large urban setting.

• Experience in the maintenance of live operator services.

The contractor would perform the following services:

1) Provide live operator assistance to handle up to 400 calls per day between the hours of 10AM - 8 PM, Monday through Friday.

2) Ensure no busy signals, and call pick-up within three rings.

3) Ensure that no caller should wait in a “queue” for more than one minute.

4) Provide additional operators within 24 hours notice should call volume increase.

5) Equip operators with specified scripts of information to relay to callers and have the technological ability to easily access the appropriate script.

6) Immediately update scripts and alert/train operators of changes in script upon notification by EPA. Modification of actual scripts would occur within two hours of notification by EPA.

7) Provide the Department a toll-free or local NYC lead number at no cost to EPA

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

9) Provide TTY provisions for the hearing impaired.

10) Maintain a database, which would record the information included in Attachment 1.

11) Provide data and statistics regarding call volume and nature of calls, daily in an electronic format, on the information recorded in the database before noon next business day. Database will be developed by EPA and will be delivered to the contractor.

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

13) 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.

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