NYC DOH Request for Proposals: Live Operator Services, 2002

NYC 9/11 Public Portal Document

12) Integrate calls fromanexTSti IVR services under contract to the Department and if requested, provide call forwarding to outboi ions.

13) Maintain a database which would record:

a) Date of call ■ b) Start and end time of call c) Phone number of caller d) Zip code of caller e) Nature of call f) Disposition (i.e. calls which were completed, abandoned, forwarded, etc.) g) Operator identification h) Other information, as requested

14V The Department of Health will provide, via the Internet, online forms-to-fee used by- operaWfs'during

15) V rroviae data and statistics regarding call volume and nature of calls, d^ly-anipref^bly in an electronic format, on the information recorded in the database. Database would be an IBM compatible file with a line listing of data. ProttCrsto —™erators, including the handling of difficult calls from the public, and to

act as liaison to DOH staff. . <

17) Allow for DOH 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.

18) Provide quality assurance that technology, information dispensed and customer service standards are maintained.

19) Provide outgoing call services as needed, i.e. follow-up to questions posed by callers; conducting phone, swveys of random households in a given geographic area.

0) Distribute by mail or fax DOH written information to callers, as requested. (Materials will be provided by DOH)

C. AGENCY ASSUMPTIONS REGARDING PERFORMANCE OUTCOME MEASURES AND-REEATED FINXT^GIAL incentives and/or DISINCENTIVES

The Agency’s assumptionS-^eg^ding which performance outcome measures and'r^Iated financial incentives and/or disincentives will best assiSre^hat the selected proposer will perfoijiHhe work under the contract awarded from this RFP in a manner thati^w^t-effective for the Aggncy and most likely to achieve the Agency’s goals and objectives set forth above ard?-..

Response time in answering calls: • The Department would de^ucf5% of the contractoVgeamed annual payment when more than 10% of all callshadnot been responded to in 5 rin^s<iHess. • Accuracy of infpHtwion supplied to caller. • The Dep^rthient would deduct 10% of the contractor’s earned annuMjp^yment when incontct information is provided to callers in more than 2% of all calls.

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