CC-2043 - USA (California) - Information and Assistance Call Center Database Services and System - Deadline August 16,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2043

Government Authority located in California; USA based organization looking for expert vendor for information and assistance call center database services and system

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide information and assistance call center database services and system
- information and assistance call center database, a web-based system for data collection and referral purposes
- The Information and Assistance Call Center is designed to provide the public with available resources pertaining to older adults and those with disabilities.
- Migration of all client and resource information from current system to new system.
- System must include both a private and public facing platform.
- Both public and private facing platforms must be cloud based and accessible via the internet so that staff can access remotely.
- Web-based hosting, maintenance, technical support and system/software updates/upgrades.
- Web-based search engine that will allow both unlimited call center and public access to the information and referral (I&R) resource database branded to adhere to the look and feel of the
existing Office on Aging website.
- Internet and Mobile version of online resource directory for public use.
- Unlimited user-access to database for County staff.
- Capacity to store unlimited resource entries with layers of information that can be categorized with the Alliance of Information and Referral Systems (AIRS) taxonomy system.
- Ability to locally manage the resource database; provide live updates to the database and online resource directory.
- Ability to export all or part of the resource database into electronic and or printed format.
- Comprehensive reporting mechanism for both client data and referrals usage statistics and resource information
- Database system including mobile app will be managed, stored, backed up and available to county/customer via internet 24/7 with 99.9% guaranteed uptime
- Technical documentation shall be provided to the extent that it provides directions on how to setup access to the system. User documentation shall be provided on the portion of the system
that shall be accessed by County staff/users.
- Provide training to County staff/users on all components and features of the system (i.e., how to input client information, look up resources, enter resource and taxonomy information, complete
functionality of the database, etc.). Training to be provided remotely or via web based
(2) Historical Call Volume: for 2018/2019: 13,291, 2019/2020: 25,446, 2020/2021(Through May 2021): 13,566.
(3) All the questions must be submitted no later than August 2, 2021.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Monday, 16 August, 2021

Question Answer Deadline : Monday, 2 August, 2021

Category : Call Center and Answering, Software, System and Application

Country : USA

State : California

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