Quality Monitoring Services UCC & Austin 311
| Agency: | City of Austin |
|---|---|
| State: | Texas |
| Level of Government: | State & Local |
| Category: |
|
| Opps ID: | NBD13296131905339250 |
| Posted Date: | Mar 18, 2024 |
| Due Date: | Apr 11, 2024 |
| Solicitation No: | RFP 1100 MLR3015 |
| Source: | Members Only |
Solicitation Details
| Type: |
Request For Proposals (RFP) |
| Status: | Open |
| Solicitation Number: | RFP 1100 MLR3015 |
| Description: | Quality Monitoring Services UCC & Austin 311 |
| Summary: | City of Austin dba Austin Energy seeks an experienced Contractor to monitor calls/transactions for two contact centers Utility Contact Center (UCC) and Austin 3-1-1; and score them according to each call center’s established quality standards |
My eResponse
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See the Solicitation documents in the Attachments section below for futher instructions on developing and submitting your Response.
Contact Information
| Authorized Contact Names: | |
|
Solicitation Specific
Questions: |
Michelle Rocha (512) 974-2500 purchinfo@austintexas.gov |
|
Small Minority Business
Resources Questions: |
John Wesley Smith (512) 974-7758 smbrcompliancedocuments@austintexas.gov |
Dates & Times
| Important Solicitation Dates: | |
|
Solicitation Published: |
03/18/2024 07:20 AM |
|
Response Due: |
Prior to 04/11/2024, 02:00 PM |
|
Response Opening: |
04/11/2024, 03:00 PM |
Special Notes
| Special Notes: |
None Available |
Packet Download Files
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Download All Files
| File Description | Type | Date | |
| Solicitation Cover Sheet | 03/18/2024 |
Download |
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| Solicitation Instructions | 03/18/2024 |
Download |
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| Scope of Work | 03/18/2024 |
Download |
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| Standard Terms and Conditions | 03/18/2024 |
Download |
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| Offers and Certification Forms | docx | 03/18/2024 |
Download |
| Exhibit A-Austin 3-1-1 Definition Document & Scorecard | 03/18/2024 |
Download |
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| Exhibit B - Austin 3-1-1 Approved Acronym Abbreviations | 03/18/2024 |
Download |
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| Exhibit C - Austin 3-1-1 Activity Quality Training and definitions | 03/18/2024 |
Download |
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| Exhibit D- Austin 3-1-1 Outside Vendor QA Grading Points | 03/18/2024 |
Download |
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| Exhibit E - UCC Quality Assurance Definitions Document | 03/18/2024 |
Download |
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| Exhibit F - UCC Scorecard | 03/18/2024 |
Download |
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| Exhibit G - AE Data Handling Controls | 03/18/2024 |
Download |
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| Exhibit H - FACTA | docx | 03/18/2024 |
Download |
| Exhibit I - AE Network Connection Agreement | docx | 03/18/2024 |
Download |
| Exhibit J - AE Consultant Remote Access Request | 03/18/2024 |
Download |
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