Government Contract | Massachusetts
APPLICATION PROCESSING AND EXAMINATION RELATED GOODS AND SERVICES

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Bid Information


Bid Alert No: 00000937149

Bid Title: APPLICATION PROCESSING AND EXAMINATION RELATED GOODS AND SERVICES

Agency Bid No. Title: BD-17-1087-REG01-REGPS-15255

Received Date: 04/27/2017

Close Date: 06/14/2017

Purchase Type: Term:

Delivery Point: Massachusetts

Delivery Date: Not Stated

Specifications

Specifications include, but are not limited to: All aspects of contractor interaction with prospective licensees must be part of a customer service program.All complaints regarding performance aspects of this contract that are received by the contractor shall be answered promptly. A copy of the complaint and the contractor response, or referral action, shall be forwarded to the Board within 7 business days.A process shall be established to assess the efficacy and customer sensitivity of various aspects of service delivery delineated in the following sections.At least annually, the contractor shall provide summary data documenting compliance with the time criteria of the specifications, summarizing complaints, and outlining customer satisfaction results and efforts toward improvement.If circumstances result in deviation from specifications (e.g., unplanned staff shortages, acts of nature), the Board shall be notified as soon as feasible, but no later than 3 working days following the discovery of the problem.The contractor shall provide quarterly reports as specified below regarding call center volume and performance; application processing; and examination performance.At least annually, the contractor shall collect and assemble summary data categorizing the type of missing, erroneous, or incomplete information, and the reasons for disapproving license applications. In collaboration with the boards, the contractor shall use said data to make improvements to the application materials.

Product Codes: 20832, 92064

Agency Information


Issuing Agency: State of Massachusetts - Division of Professional Licensure

State: Massachusetts

Agency Type: State and Local

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