(1) Vendor needs to provide contact center service.– Provide seamless over the phone and online customer service to all its customers– This includes inbound phone calls, outbound phone calls, as needed, first review of inquiries submitted via the agency website, and trip scheduling for ADA complementary paratransit service (referred to as “MOBY”) customers.– Agency is open to customer contact methods other than phone that the Contractor can provide, such as email, SMS, chat, social media, and mobile applications– The Contractor shall have an automated message outside of operating hours that states operating hours and any relevant holiday closures.– The Contractor must have a local or toll–free number– Contractor will provide the agency service line with a dedicated 23 channel PRI and with an overflow capability of an additional 23 channels.– Contractor must provide an auto attendant.– Calls must be recorded and any applicable laws regarding the recording of calls must be followed.– Respond to customers with accuracy and professionalism, in a courteous manner, and with a high degree of empathy and respect during all service hours.– Log customer feedback, positive or negative, accident or injury claims, lost and found information, and other inquiries(2) All the questions must be submitted no later than May 20, 2025.(3) The contract period will be for three years.(4) A non–mandatory pre–bid meeting will be held on May 16, 2025.
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