Government Contract | Pennsylvania
OFFICE OF PROPERTY ASSESSMENT

Bid Information


Bid Alert No: 00001078544

Bid Title: OFFICE OF PROPERTY ASSESSMENT

Agency Bid No. Title: 21170829142440

Received Date: 09/04/2017

Close Date: 10/30/2017

Purchase Type: Term: 11/30/2017 - 11/29/2018 - Option to Renew

Delivery Point: Philadelphia, Pennsylvania

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference Optional 09/29/2017 09:00 AM

Specifications

Specifications include, but are not limited to:a)Customer Contacti.Third Party Call Center Inbound call center handling calls from taxpayers with questions or service requests related to reassessment notices.1.Ability to answer and provide service to a minimum of 5,000 calls per day.2.Hours of operation minimum of 8:30am to 6 pm (EST) M-F with an option of extended evening, weekend, and holiday hours. The call center shall open December 1, 2017 and remain open through at least November 30, 2018. Vendor must be able to ensure that 80% of calls are answered within 30 seconds and maintain an abandonment rate of 5% or less.3.100% U.S. based4.Translation and TTY services5.Maintain accurate records of each customer interaction with specific information to be determined by OPA. These records will become the property of the City and the vendor must provide a plan for the transfer of all records to the City. This must including recording of calls with the ability for the OPA to review the calls on demand.6.For interactions requiring follow-up action by the OPA, calls will be logged in a City-provided system, for which access will be granted via VPN. Vendor must ensure that appropriate staffs are trained in that system. Vendor is responsible for providing all technology required to access and utilize said system(s).7.Provide reports on the records stated in "e)" above to OPA on a daily basis in a format specified by OPA. Provide one daily electronic data file that merges all data from the Third Party Call Center (i), Electronic Communications (ii), and Walk-In (iii) in a format defined by OPA. Individual records will be marked per the type of communications (i.e. Third Party Call Center, Electronic Communications, Walk-In, Other).ii.Electronic communications Respond to electronically submitted questions from taxpayers.1.Maintain accurate records of each customer interaction with specific information to be determined by OPA. This must include recording of questions and responses with the ability for the OPA to review the record of questions and responses on demand.2.Provide records stated in "a)" above to OPA on a daily basis in a format specified by OPA. Provide one daily electronic data file that merges all data from the Third Party Call Center (i), Electronic Communications (ii), and Walk-In (iii) in a format defined by OPA. Individual records will be marked per the type of communications (i.e. Third Party Call Center, Electronic Communications, Walk-In, Other).

Product Codes: 91520, 96120

Agency Information


Issuing Agency: City of Philadelphia

State: Pennsylvania

Agency Type: State and Local

Contact: Maryse Kercy

Email: maryse.kercy@phila.gov

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