Formal request for proposals from the NYC Department of Health seeking vendors to provide live operator services for emergency hotlines.
NYC-WTC_000143715–000143738Folder label: “EPA HOTLINE”
OCR status: ok · source: pdftotext
NYC 9/11 Public Portal Document
SECTION III: SCOPE OF SERVICES
A. AGENCY GOALS AND OBJECTIVES
The Agency’s goals and objectives are to maintain live operator cervices which allow the Department to:
• Maximize its ability to provide accurate, up-to-date information to the public regarding public health issues.
Maintain a cost effective, quality reporting system for acquiring and disseminating information regarding public health issues and/or emergencies.
B. AGENCY ASSUMPTIONS REGARDING CONTRACTOR APPROACH
Agency’s assumptions regarding which approach will best achieve the goals and objectives set out above are as follows:
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: / o.wO
1) Provide live operator assistance to handle up to ItSW calls per hour between the hours of-SrOQ A.M. to ■^TOO pm, Monday through Friday.
2) Provide live operator assistance outside of the above mentioned hours, possibly twenty-four hours a day, seven days a week if requested, preferably at a discoimted rate.
3) Ensure no busy signals, and call pick-up within three rings.
4) Ensure that no caTTer snould wait in a queue*" fur•mere thanJO seconds.
PiOTvide addifinnal operator*; •urifhiri 2n hoUTE notice should call volume inrrpasp
r 1,7) Commence service within 24 to 36 hours notice by DOH of a new script.
Equip operators with specified scripts of information to relay to callers and have the technological ability to easily access the appropriate script.
8) Immediately update scripts and alert/train operators of changes in script upon notification by Modification of actual scripts would occur within 2 hours of notification by DOH.
9) Provide the Department a toll-fi-ee or local NYC lead number at no cost to DOH.
10) Provide operator service in English and Spanish and other languages upon request.
11) Provide TTY provisions for the hearing impaired.
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NYC-WTC_000143699
Request for proposals from NYC Department of Health seeking vendors to provide live operator services for the WTC hotline.
8 shared non-person entities · 1 shared topics · Same agency, volume and box · similarity 0.992
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000143606
Press release announcing the launch of the EPA hotline for home cleaning and testing services in Lower Manhattan.
15 shared non-person entities · 1 shared topics · Same agency, volume and box · similarity 0.988
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000143567
Draft form collecting resident data on apartment dust conditions and prior cleaning efforts for the EPA cleaning program.
8 shared non-person entities · 1 shared topics · Same agency, volume and box · similarity 0.975
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000143600
Summary of a Request for Proposals seeking a vendor to manage high-volume public health emergency calls in New York City.
8 shared non-person entities · 1 shared topics · Same agency, volume and box · similarity 0.971
machine-extracted · confidence unavailable · Check page ↗7 shared non-person entities · Same agency, volume and box · similarity 0.966
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000143681
Bid proposal document outlining requirements for a vendor to provide live operator services for the EPA WTC hotline.
5 shared non-person entities · Same agency, volume and box · similarity 0.964
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000161033
Discussion regarding the drafting of contract orders for World Trade Center related work and confirmation of available funding in the budget.
7 shared non-person entities · 1 shared topics · similarity 0.993
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000147621
Transmittal of Request for Proposal for live operator services, including vendor list and supporting documentation from City Department of Health.
7 shared non-person entities · 1 shared topics · similarity 0.992
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000164880
Notification of scheduled interviews for Lower Manhattan recovery initiative environmental information dissemination campaign.
1 shared non-person entities · 1 shared topics · similarity 0.963
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000163834
Notification of ongoing interviews for design and implementation of information dissemination campaign for Lower Manhattan recovery, including environmental information.
1 shared non-person entities · 1 shared topics · similarity 0.963
machine-extracted · confidence unavailable · Check page ↗NYC-WTC_000151014
March 2002 Request for Proposals document from the City of New York regarding a communications firm for Lower Manhattan.
1 shared non-person entities · 1 shared topics · similarity 0.962
machine-extracted · confidence unavailable · Check page ↗5 shared non-person entities · 1 shared topics · similarity 0.962
machine-extracted · confidence unavailable · Check page ↗Similar subjects in other documents. Similarity does not establish the same event, measurement or conclusion.
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NYC-WTC_000143592
Legal notice from City Law Department directing preservation of World Trade Center-related documents for potential litigation and identifying contact for document inquiries.
Filed in the same folder
Notice instructing staff not to dispose of original World Trade Center documents as they are required for potential legal actions.
Filed in the same folder
Summary of a Request for Proposals seeking a vendor to manage high-volume public health emergency calls in New York City.
Filed in the same folder
Request for proposals seeking a vendor to provide live operator services for public health emergency hotlines in New York City.
Filed in the same folder
Press release announcing the launch of the EPA hotline for home cleaning and testing services in Lower Manhattan.
Filed in the same folder