RFP transmittal for live operator assistance service, May 2002

NYC 9/11 Public Portal Document

12) Integrate calls from an existing provider of IVR servic• i under contract to the Department and if requested, provide call forwarding to outbound locations.

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

14) The Department of Health will provide, via the Internet, online forms to be used by operators during phone calls to submit information to the Department.

15) Provide data and statistics regarding call volume and nature of calls, daily and preferably in an electronic format, on the information recorded in the database. Database would be an IBM compatible file with a line listing of data.

16) Provide supervisors to manage operators, 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 surveys of random households in a given geographic area.

20) 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 RELATED FINANCIAL INCENTIVES AND/OR DISINCENTIVES I The Agency’s assumptions regarding which performance outcome measures and related financial incentives and/or disincentives will best assure that the selected proposer will perform the work under the contract awarded from this RFP in a manner that is cost-effective for the Agency and most likely to achieve the Agency’s goals and objectives set forth above are:

Response time in answering calls: • The Department would deduct 5% of the contractor’s earned annual payment when more than 10% of all calls had not been responded to in 5 rings or less. • Accuracy of information supplied to caller. • The Department would deduct 10% of the contractor’s earned annual payment when incorrect information is provided to callers in more than 2% of all calls.

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