RFP transmittal for live operator assistance service, May 2002

NYC 9/11 Public Portal Document

I

• Demonstrate your capacity to successfully provide the requisite services within the prescribed turn around time. Include a description of your facility, equipment, staffing and how you will meet delivery deadlines.

• If your facility is not within the five boroughs of NYC, indicate how many miles it is from NYC and demonstrate that you will be able to meet all deadlines prescribed in the RFP.

c. Proposed Approach

Describe in detail how the proposer will provide the services described in Section III B - Scope of Services of the RFP and demonstrate that such an approach will fulfill the Agency’s goals and objectives. In addition:

• Include a timetable and schedule for accomplishing each activity and demonstrate that you can complete each task within the proposed time frame. • For each staff person, clearly identify and/or explain, as applicable, each of the following: * Job Title * Description of the job tasks to be carried out by the staff person. • Specify the type of database you would use in providing these services, for Item Number 15 in Scope of Services. • Provide a Quality Assurance/Quality Control Plan to ensure integrity of technology, accuracy of information dispensed and customer service. • Provide a Disaster Recovery Plan, for unexpected interruptions in service.

The Agency's assumptions regarding approach represent what the Agency believes to be the best approach. However, proposers are encouraged to propose an approach that they believe will best achieve the Agency’s goals and objectives. Proposers may also propose more than one approach. However, if an alternative approach affects other areas of the proposal such as experience, organizational capability or price, that alternative approach should be submitted as a complete and separate proposal providing all the information specified in Section IV of the RFP.

3. Price Proposal I

If your organization is interested in providing this service, please provide the following information in your proposal: a) costs for system activation, i.e. set-up and initial training b) cost per minute per INCOMING call, during the hours of: i) 8:00 A.M. to 9:00 P.M., Monday through Friday ii) 9:00 P.M. to 8:00 A.M., Monday through Friday iii) Weekend days and weekend nights iv) 24X7

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