CC-1852 - USA (California) - Customer Service and 311 Call Center Cost Recovery Plan - Deadline February 25,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1852

Government Authority located in California; USA based organization looking for expert vendor for customer service and 311 call center cost recovery plan.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide customer service and 311 call center cost recovery plan.
- The 311 Call Center is a centralized service request system to provide a quick and easy way to request non-emergency City services. Residents can report any problem areas in their neighbourhood or business using the City’s website, mobile app, or by calling 826-5311. Commonly reported concerns include: graffiti, illegal dumping, potholes, code violations, trash issues, traffic problems, abandoned vehicles, and overgrown weeds.
- The 311 Call Center answered over 168,000 calls for services citywide.
- The Consultant will also conduct internal interviews with selected staff members about how the 311 Call Center operates and how the service requests are currently handled to design a cost recovery allocation methodology that is efficient and effective.
- PROGRAM IMPLEMENTATION: - Consultant will develop a comprehensive Customer Service/311 Call Center Cost Recovery Plan (Plan) with realistic goals and a detailed implementation plan and timetable, in conjunction with key staff members. The Plan will define best practices currently in use for cost recovery of this type (specifically dealing with a 311 Call Center, as to what other agencies have used or are currently using) and outline how RPU’s Plan would achieve that goal. All costs associated with the operation of the Call Center should be brought forward and analyzed to give a complete picture as to the total costs of operations. This should include, but is not limited to: 1) staff time for operating the Call Center; 2) facility costs, including equipment, utilities and any other fixed and variable overhead costs; and 3) non-personnel costs, including supplies; and 4) actual activity costs related to service requests.
- The final Plan will include how the costs are allocated to the various City Departments using the 311 Call Center services and should clearly outline how costs are related to specific uses. The relationship should be clear enough to be understood by the public but detailed enough to show the direct relationship to those City Departments/Division that utilize the 311 Call Center services. Best practice comparisons to the Final Deliverable Product should show the public how the principles were followed.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Thursday, 25 February, 2021

Category : Call Center and Answering

Country : USA

State : California

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