Texas Health and Human Services Commission. Request for Information Statewide Intake Automated Call Distribution.
|
|
- Stella Gregory
- 7 years ago
- Views:
Transcription
1 Kyle Janek, M.D., Executive Commissioner Texas Health and Human Services Commission Request for Information Statewide Intake Automated Call Distribution System Upgrade Release Date: January 13, 2014
2 Table of Contents 1. INTRODUCTION Purpose and Background Objectives SCOPE General Scope Project Scope Appendices GENERAL INFORMATION AND RESPONSE REQUIREMENTS General Information Response Format Designated Point of Contact Response Delivery Methods Texas Public Information Act...14 Page 2 of 13
3 1. INTRODUCTION 1.1 Purpose and Background The Texas Health and Human Services Commission (HHSC) issues this Request for Information (RFI) to gather information that will aid The Department of Family and Protective Services (DFPS) in the upgrade or replacement of the existing Statewide Intake (SWI) Automated Call Distribution (ACD) System. DFPS is considering replacing the existing system with a current solution capable of providing all features and functions of the existing system and incorporating additional capabilities that will improve upon the existing system while adding flexibility for future expansion. DFPS would like to define and obtain potential pricing solutions for the replacement of the existing environment. DFPS has developed a list of features and functions that fall into the categories of required and desired features and functions that would benefit DFPS in a potential replacement system. Appendix E, (Excel Worksheet Attachment), is a defined list of requirements expressing our current systems capabilities, along with features and functions desired in a replacement solution. HHSC requests an assessment and comments on the adequacy of the defined requirements and requests suggestions regarding potential alternative solutions that may aid DFPS in refining solution requirements. The attached requirements worksheet is provided for review and comment regarding the validity of the requirements and to demonstrate how a vendor s products meet the requirements. Responses should include prices for solution packages and potential offerings. Pricing provided will be used during the internal planning phase of this project. Vendors may add additional items (features/functions or services) to the requirements worksheet along with any other information that would enhance the project. HHSC is interested in receiving ideas, comments and specific details regarding the upgrade or replacement of the existing SWI ACD System. HHSC may use this information to develop one or more procurements for the delivery of services that will aid in on-going planning efforts that may lead to a new call center solution. This RFI does not constitute a solicitation of proposals, a commitment to conduct a procurement, or an offer to contract or a prospective contract. HHSC will not award a contract as a result of this RFI. HHSC will not be liable for any costs incurred by respondents in the preparation and submission of information in responses to this RFI. Page 3 of 13
4 1.2 Objectives The objectives of this project are: Provide an all-encompassing, integrated call center solution optimized for DFPS business processes; Implement a redundant, fault tolerant, highly available all-encompassing communications management solution, providing high availability for dial tone and management applications such as dialer, softphone, work force management and voice recording; Implement an all-in-one state-of-the-art voice messaging / unified communications platform; Implement a solution that will migrate and retain historical data and analyze real time data while developing reports that aid in management of the call center by providing information that ensures DFPS meets state mandated requirements; Implement a solution that will allow for a multisite solution and provide the ability to manage remote offices and or teleworker locations; and, Implement a solution that will provide business continuity to local and remote locations. The objectives of this RFI are: Allow suppliers and vendors time to assess and comment on the adequacy and clarity of the defined requirements; Allow vendors time to offer suggestions regarding potential alternative solutions that would meet the defined or suggested requirements, reduce overall costs should DFPS procure a new solution, and maximize potential features and functions in a potential replacement system; Allow vendors an opportunity to recommend implementation timelines for planning and deployment efforts; Gather information that can be used to assist DFPS in determining whether to proceed with the requirements/strategy as planned, and if so gather information from our vendors that will further develop our strategy; Allow vendors an opportunity to provide costs for various aspects of the defined requirements; Allow vendors an opportunity to provide information that will assist in cost estimates, timelines, requirements definition, and other aspects of this project; Page 4 of 13
5 Allow vendors an opportunity to assist DFPS in becoming a more "informed buyer" by enhancing our understanding of the industry goods and service offerings in our area of interest. 2. SCOPE 2.1 General Scope HHSC is interested in receiving information from qualified vendors and other interested parties regarding the upgrade or replacement of the existing SWI ACD System. 2.2 Project Scope Appendices The below appendices provide additional information that will help in responding to the RFI. The appendices include: A. Estimated Project Timeframe B. Agency and Contact Center Background Information C. Specifications of Existing Call Center Technology D. Current System - Automated Call Distribution Infrastructure Diagram E. Features and functions requirements worksheet Page 5 of 13
6 2.2.1 Project Timeline- Appendix A Page 6 of 13
7 2.2.2 Agency and Contact Center Background Information- Appendix B The Texas Health and Human Services Commission (HHSC) was created in 1991 to oversee and coordinate the planning and delivery of health and human services programs in Texas. It is established pursuant to Chapter 531, Texas Government Code, and is responsible for oversight of Texas Health and Human Services agencies (HHS agencies). The chief executive officer of the Commission is Dr. Kyle Janek, Executive Commissioner of Health and Human Services. As a result of the consolidation due to House Bill 2292 (HB 2292), some of the contracting and procurement activities for the HHS Agencies have been assigned to the Procurement and Contracting Services (PCS) division of HHSC. As such, PCS will administer the initial stages of the procurement process, prior to the contract award, including RFP announcement and publication, handling of communications from the respondent, as well as managing the receipt and handling of valid responses for final review and evaluation. PCS directs the execution of the contract after the awarded vendor has been selected. The 78th Texas Legislature, Regular Session, created the Texas Department of Family and Protective Services (DFPS) with the passage of House Bill Previously called the Texas Department of Protective and Regulatory Services, DFPS is charged with protecting children, adults who are elderly or have disabilities living at home or in state facilities, and licensing group day-care homes, day-care centers, and registered family homes. The agency is also charged with managing community-based programs that prevent delinquency, abuse, neglect and exploitation of Texas children, elderly and disabled adults. Every day, approximately 11,400 DFPS employees in more than 290 offices across the state protect the physical safety and emotional well-being of the most vulnerable citizens of Texas. The Department of Family and Protective Services' (DFPS) mission is to protect children, the elderly, and people with disabilities from abuse, neglect and exploitation by involving clients, families and communities. DFPS is comprised of the following four program areas: Adult Protective Services (APS) Investigates reports of abuse, neglect and exploitation of elderly people and people with disabilities who reside in the community and if appropriate, provide or arrange for protective services, including referral to other programs, respite care, transportation, counseling and emergency assistance with food, shelter, and medical care; and Investigates reports of abuse, neglect and exploitation of disabled persons (children and adults) receiving services from MHMR facilities, local authorities, community centers, home and community-based services waiver (HCS-W) programs and their contractors. Child Protective Services (CPS) Investigates reports of abuse and neglect of children Provides services to children and families in their own homes Contracts with other agencies to provide clients with specialized services; Places children in foster care Provides services to help youth in foster care make the transition to adulthood Places children in adoptive homes Child-Care Licensing (CCL) Child- care licensing safeguards the basic health, safety, and well-being of Texas children by developing and enforcing minimum standards for child-caring facilities and child-placing agencies. CCL investigates complaints and serious incidents involving day care and residential-care facilities and, if necessary takes corrective or adverse action. CCL is also licenses group day care homes, day care centers, and registered family homes, child-placing agencies, and private and publicly owned residential child-care facilities. Page 7 of 13
8 Prevention and Early Intervention (PEI) PEI manages community-based programs that prevent delinquency, abuse, neglect and exploitation of Texas children, elderly and disabled adults. Helps communities enhance services provided through the Texas Department of Family and Protective Services and assists communities in identifying prevention and early intervention..pei also supports the development of, and modifications to, new and existing programs designed to prevent or reduce poor outcomes for children, youth and their families Contact Center Information The purpose of the DFPS Statewide Intake (SWI) contact center is to assist reporters from the public in reporting abuse, neglect, and exploitation of: Child abuse and neglect Abuse, neglect, self-neglect, and exploitation of the elderly or adults with disabilities living at home Abuse of children in child-care facilities or treatment centers Abuse of adults and children who live in state facilities or are being helped by programs for people with mental illness or intellectual disabilities The SWI Contact Center is open 24 hours a day, seven days a week, year-round. In addition to phone calls, SWI receives Internet reports, faxes, and letters. All incoming information regardless is assessed and entered into a number of DFPS system by an intake worker. Traditionally, SWI has operated on premise at a DFPS location. A Teleworker model was recently deployed which allows a number of the intake workers to work from remote locations. In April 2016 the DFPS Automated Call Distribution system used by DFPS Statewide Intake contact center, will reach end of usable life. The purpose of this FRI is to collect information from potential vendors for the features, functions, pricing and possible options DFPS may consider in the development of an RFP for the replacement of the Automated Call Distribution system Contact Volume for Existing Environment The following information provides an example of the total number of contacts received by method for fiscal year 2012: Contact Type Number of Contacts % Internet 120, % Mail/Fax 33, % Other 1, % Phone 618, % Walk-in % Total 773, % Hotlines Current Environment The following DFPS hotlines are currently active at the DFPS SWI Call Center: The Abuse Hotline Law Enforcement Hotline Community Center Line Page 8 of 13
9 Support Staff Line Criminal Background Check Unit (CBCU) Office of Consumer Affairs Line (OCA) Multiple Runaway and Youth Hotlines Foster Care Inquiry Line Records Management Line The complete list of hotlines supported is subject to change over time based upon needs and at the request of the Texas State Legislature Statewide Intake Personnel using in the ACD system The following Statewide Intake personnel/positions are active users of the existing ACD System: Director o Monitoring and reviewing call volume and reports Division Administrator of Operations o Workforce Management Support Manage staffing, monitor call queues Floor Managers o Support workforce application. o Create and manage schedules o Perform forecasting o Produce and review statistical reports Support Staff o Produce Law Enforcement Notifications (LEN) o Information and Referral (I&R) o Provides general public interaction o Receive faxed and postal reports Employee Development Division Administrator o Conduct orientation and provide comprehensive training Trainers o Make simulate calls for training purposes Quality Assurance Division Administrator Policy Specialists o Listen to and evaluate live and recorded agent calls o Review and score calls SWI Program Administrators Supervisors o 34 active o Listen to and evaluate live and recorded agent and supervisor calls o Review and approve leave requests o Monitor real-time call volume Intake Specialists (Agents) o 305 active, 150 peak on duty Page 9 of 13
10 Other Users Other Non-Statewide Intake users of the existing ACD System include: Office of Consumer Affairs Line (OCA) staff o Ten Customers Criminal Background Check Unit (CBCU) o Calls forwarded to non-acd CBCU team phones Office of Consumer Affairs o Nine Customers Records Management Group o Two Customers Specifications of Existing Call Center Technology- Appendix C Automated Call Distribution (ACD) The ACD system distributes incoming calls to a specific group of available agent call queues based on the dialed number and caller's selection in the IVR. The current system is a Nortel CS 1000M PBX Rel 7.5 Interactive Voice Response (IVR) System The existing IVR system allows a computer to interact with callers with audio messages, speech recognition, and DTMF tones input via their phone keypad. The IVR system responds with prerecorded or dynamically generated audio messages that direct callers on how to proceed. The IVR system prompts and routes callers to the correct agent group based on language selection, desired hotline, and call urgency. The current system is a CallPilot release 5.0 Reader Boards DFPS has multiple reader boards installed throughout the SWI Call Center which provide status of call queues. The current system is Visual Electronics (VEL) Readerboard Server. Phone Clients Phone clients are the main interface for voice communication. Current systems include: Desktop Avaya/Nortel M3905 (TDM) Softphone Avaya/Nortel 1150e IP phone, Avaya/Nortel i2050 Software IP phone i2004 IP phone Workforce Management The existing workforce management system gathers historic and real-time data from the ACD system and generates accurate forecasts of the number of staff required to meet existing service level goals. Based upon forecasts managers are able to schedule adequate staff to meet the center s service level during all periods of the day. This system also aids the contact center in its desire to improve agent productivity and manage operations within defined thresholds. The current workforce management system is an IEX/NICE Workforce Management system release Contact Evaluation System QA staff review past calls by using the contact evaluation system. The current contact evaluation system is a TelStrat Engage Voice, version z1. Questionnaires Questionnaires are used by QA staff to score a case and for review of past calls. Current system is a TelStrat Engage Coach version Page 10 of 13
11 2.2.7 Automated Call Distribution Infrastructure Diagram- Appendix D Page 11 of 13
12 2.2.8 Automated Call Distribution Requirement Worksheet- Appendix E The requirements worksheet and matrix is provided as an attached Excel file. 3. GENERAL INFORMATION AND RESPONSE REQUIREMENTS 3.1 General Information This RFI is issued for the purpose of obtaining information for consideration that will aid DFPS in the upgrade or replacement of the existing Statewide Intake Automated Call Distribution System. This RFI does not constitute a solicitation of proposals, a commitment to conduct a procurement, or an offer of a contract or prospective contract. HHSC will not be liable for any costs incurred by respondents in the preparation and submission of information in response to this RFI. All information received by HHSC becomes HHSC s property and will not be returned to the sender. There will be no acknowledgment by HHSC for receipt of the information. Acceptance of responses to this RFI places no obligations of any kind upon HHSC. The descriptions presented in this RFI are tentative and may undergo change prior to actual release of any potential solicitation related to the delivery of ACD services. All interested parties (including individuals, organizations, corporations, and partnerships) may respond to this Request for Information (RFI). All respondents for this RFI must identify themselves and provide a brief explanation of their potential interest in providing the described services. Responses should be tailored to satisfy the DFPS needs as described in this document. Responses can be submitted by or mailed to the address referenced in Section 3.3. Faxed responses or verbal inquiries will not be accepted. It is not the intent of HHSC to respond to comments or questions, but if additional information is issued relating to the RFI, it will be made available on the Electronic Business Daily (ESBD) web site located at Response Format Responses can be submitted by or mailed to the address referenced in Section 3.3. Faxed responses or verbal inquiries will not be accepted. Respondent may include literature, specification sheets, handouts, brochures, videos, or other information prepared either for general distribution or specifically for this RFI that relate to the scope and objectives outlined in this RFI. 3.3 Designated Point of Contact HHSC s single point of contact for this RFI and the delivery point for all responses and correspondence is: Mr. Steve R. Bailey Procurement and Contracting Services Texas Health and Human Services Commission 4405 N Lamar Austin, TX Phone: (512) steve.bailey@hhsc.state.tx.us Page 12 of 13
13 3.4 Response Delivery Methods All responses, regardless of method of delivery, must be received by the HHSC s designated point of contact no later than February 12, 2014, in order to receive consideration. 3.5 Texas Public Information Act A response submitted in response to this RFI is subject to public disclosure under the Texas Public Information Act, Texas Government Code, Chapter 552 (the Act), unless the response, or any part of the response, can be shown to fall within one or more of the Act s exceptions to required public disclosure. If a Respondent believes that parts of the response are excepted from the required public disclosure the Respondent must specify those parts and the exception(s) that it believes apply, with specific detailed reasons. HHSC will process any public information request for all or part of a response in accordance with the Act s procedures. Respondents should consult the Texas Attorney General s web site at for information concerning the application of the Act s provisions to responses and potentially proprietary information. Page 13 of 13
Request for Proposal Phone System Replacement (RFP 13 04) For South Carolina Legal Services' and Intake Office 2109 Bull Street Columbia, SC 29201
Request for Proposal Phone System Replacement (RFP 13 04) For South Carolina Legal Services' and Intake Office 2109 Bull Street Columbia, SC 29201 Proposal Due Date: May 3, 2013; 5:00 p.m. EST 1. Summary
More informationMeridian Public Schools
+- Meridian Public Schools Unified Communications Request for Proposal April 12 th 2012 Submitted by: Vendor Name: Phone #: Email: TABLE OF CONTENTS 1. COMPANY OVERVIEW...3 2. INSTRUCTIONS...4 2.1. OBJECTIVE...4
More informationNovember 2009 Report No. 10-014. An Audit Report on The Department of Aging and Disability Services Home and Community-based Services Program
John Keel, CPA State Auditor An Audit Report on The Department of Aging and Disability Services Home and Community-based Services Program Report No. 10-014 An Audit Report on The Department of Aging and
More informationDC-Net Call Center Solutions. Date: 1/7/2011 Version: 2.3
DC-Net Call Center Solutions Date: 1/7/2011 Version: 2.3 Table of Contents Table of Contents...2 1 Overview...3 1.1 Key Features...3 1.2 Key Benefits...4 2 Applications and Architecture...5 2.1 Call Management
More informationContact Center Solutions
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
More informationSeveral Options Exist for Streamlining State Agency Contact Centers
December 2009 Report No. 09-43 Several Options Exist for Streamlining State Agency Contact Centers at a glance State agencies operate 49 customer contact centers to address citizen needs at an annual cost
More informationCriminal Management Reporting System. Automated Tracking System FOR For Low Risk Probationers
Criminal Management Reporting System Automated Tracking System FOR For Low Risk Probationers INTRODUCTION Criminal Management Reporting System, Otherwise known as C.M.R.S., serves the low risk probation
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationApril 2007 Report No. 07-030. An Audit Report on Residential Child Care Contract Management at the Department of Family and Protective Services
John Keel, CPA State Auditor Residential Child Care Contract Management at the Department of Family and Protective Services Report No. 07-030 Residential Child Care Contract Management at the Department
More informationTexas State Library and Archives Commission. Information Technology Detail. August 26, 2010
Texas State Library and Archives Commission Information Technology Detail 82 th Regular Session, Agency Submission, Version 1 August 26, 2010 PAGE: 1 of 6 5005 ACQUISITN INFO RES TECH 4 Computer Resources/Network
More informationMedical Management Clinical Programs Overview
Medical Management Clinical Programs Overview PWP-9018-15 A Division of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association
More informationCustomer Interaction Solutions
FEATURE MATRIX MITEL Customer Interaction Solutions A Highly Flexible, Two-tiered Offering Mitel Customer Interaction Solutions consists of Mitel Contact Center Enterprise Edition and Mitel Contact Center
More informationContact Center Solutions A Highly Flexible, Two-Tiered Offering
feature matrix Mitel Solutions A Highly Flexible, Two-Tiered Offering Mitel Solutions consist of Mitel Enterprise Edition and Mitel. Whether you run a large, multi-site corporation or a high volume, dynamic
More informationINDIANA CHILD ABUSE AND NEGLECT HOTLINE. All child abuse and neglect reports will be received by the Hotline. 1-800-800-5556
INDIANA CHILD ABUSE AND NEGLECT HOTLINE Staffed 24 hours a day, 7 days a week with a Supervisor on every shift. All child abuse and neglect reports will be received by the Hotline. 1-800-800-5556 -Scanned
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More informationWith HD quality Full transparent networking features And on-demand capacity enhancements
Always more than you expect Panasonic NS1000 SIP BUSINESS COMMUNICATIONS SERVER With HD quality Full transparent networking features And on-demand capacity enhancements The NS1000 at a glance SIP and IP
More informationContact Center Discovery Exercise
Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven
More informationCustomer Care Centers
Customer Care Centers Audit Report Report Number MS-AR-15-006 June 11, 2015 Highlights Residential and business customers contact the U.S. Postal Service through various toll-free telephone numbers for
More informationContact Center Solutions
1256_7964-Contact Center Solutions_Layout 1 2/17/11 10:51 AM Page 1 FEATURE MATRIX MITEL Contact Center Solutions A Highly Flexible, Two-Tiered Offering Mitel Contact Center Solutions consist of Mitel
More informationRequest for Proposal for Telephone System Hosted VoIP System On Premise VoIP System Hybrid IP System #RFP PHONE SYSTEM 1
Page 1 Request for Proposal for Telephone System Hosted VoIP System On Premise VoIP System Hybrid IP System #RFP PHONE SYSTEM 1 Submitted by Appalachian Council of Governments Date December 11, 2015 Inquiries
More informationCall Center Glossary. Call Center Resources
Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.
More informationContract# 13-1-14-01 DSU Call Center Services Q&A
Contract# 13-1-14-01 DSU Call Center Services Q&A 1. Page 4 states the University s goal is to increase communication channels and decrease cost per inquiry. Please explain which communication channels
More informationRequest for Proposals Part C Scope of Work/ Proposal Requirements
Request for Proposals Part C Scope of Work/ Proposal Requirements Department of Executive Services Finance and Business Operations Division Procurement and Contract Services Section 206-263-9400 TTY Relay:
More informationQuestion and Answer No. 1 Request for Proposals (RFP) Central Collections Unit (CCU) Contact Center Solution Solicitation Number F50B6400027
LARRY HOGAN Governor S T A T E O F M A R Y L A N D DEPARTMENT OF INFORMATION TECHNOLOGY BOYD K RUTHERFORD Lieutenant Governor DAVID GARCIA Secretary Question and Answer No. 1 Request for Proposals (RFP)
More informationThe Services To At Risk Youth STAR Program Jack Nowicki
The Services To At Risk Youth STAR Program Jack Nowicki STAR originated in 1983 when the Texas Legislature approved a demonstration project for serving runaway and truant youth called the Services to Truants
More informationEnterprise Automatic Call Distribution
DATA SHEET MITEL Enterprise Automatic Call Distribution Powerful and Scalable Virtual ACD Solution Ensuring the Business Continuity Enterprises Expect The Mitel Automatic Call Distribution platform offers
More informationPUBLIC UTILITY COMMISSION OF TEXAS
PUBLIC UTILITY COMMISSION OF TEXAS REQUEST FOR INFORMATION For A Document Management System Public Utility Commission of Texas William B. Travis Building 1701 North Congress Ave. Austin, Texas 78711 Closing
More informationIVR in Virtual ACD Solutions
IVR in Virtual ACD Solutions West Interactive Corporation Steve McCoy, Director, Technology Strategy March 2008 Background C203: Infrastructure for contact centers adapting to Voice Search What is Voice
More informationCOMMUNITY CARE FOR THE ELDERLY (CCE) PROGRAM REQUEST FOR PROPOSAL (RFP) GUIDELINES
COMMUNITY CARE FOR THE ELDERLY (CCE) PROGRAM REQUEST FOR PROPOSAL (RFP) GUIDELINES This document is intended for use as guidance by area agencies on aging in the development of an area-specific request
More informationEnterprise Managed PBX Telephony
Office of Information Technology Services Service Level Agreement Enterprise Managed PBX Telephony December 17, 2013 v2.1 Service Description Enterprise Managed PBX Telephony Service Description The Enterprise
More informationWATERFRONT COMMISSION OF NEW YORK HARBOR An Instrumentality of the States of New York and New Jersey. Request for Proposal
WATERFRONT COMMISSION OF NEW YORK HARBOR An Instrumentality of the States of New York and New Jersey Request for Proposal Group 77017 - Comprehensive Telecommunication Services (Statewide) Classification
More informationRETAIL COMMUNICATIONS
RETAIL SOLUTIONS RETAIL solutions RETAIL COMMUNICATIONS THE CHALLENGES Your employees are busy serving in-store customers, the phones are ringing unanswered; will missed calls result in missed sales opportunities?
More informationPurchasing and Contracts Manager (1604/Manager V/B26/Exempt)
TEACHER RETIREMENT SYSTEM OF TEXAS invites applications for the position of: Purchasing and Contracts Manager (1604/Manager V/B26/Exempt) SALARY: $5,784.58 - $9,544.50 Monthly OPENING DATE: 05/13/15 CLOSING
More informationDeploying Cisco Unified Contact Center Express 5.0 (UCCX)
Deploying Cisco Unified Contact Center Express 5.0 (UCCX) Course Overview: This course, Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with handson experience and knowledge
More informationTelecommunicator Training Program Manual
Telecommunicator Training Program Manual State 911 State Committee 911 Committee Dispatcher Dispatcher Training Training Subcommittee Subcommittee September 2015 Table of Contents I. Introduction Page
More informationHOW TO MAKE A COMPLAINT ABOUT INPATIENT MENTAL HEALTH SERVICES
2222 West Braker Lane Austin, Texas 78758 MAIN OFFICE 512.454.4816 TOLL-FREE 800.315.3876 FAX 512.323.0902 HOW TO MAKE A COMPLAINT ABOUT INPATIENT MENTAL HEALTH SERVICES Rev2-3-2011_IR6 This handout tells
More informationDepartment of Family Services
67-14-Child Protective Services Fund/Agency: 001/67 Department of Family Services Personnel Services $3,796,814 Operating Expenses $995,882 Recovered Costs $0 Capital Equipment $0 CAPS Percentage of Agency
More informationCALNET 3 Subcategory 6.1 Hosted IVR - ACD. Table of Contents
State of California IFB STPD 12-001-B CALNET 3 Subcategory 6.1 Hosted IVR - ACD Table of Contents 6.1.2.2 Network Based Contact Center (NBCC) General Features... 1 6.1.2.3.7.1 Network Based Automatic Call
More informationSPRINT NEXTEL HOSTED CONTACT CENTER PRODUCT ANNEX
SPRINT NEXTEL HOSTED CONTACT CENTER PRODUCT ANNEX 1. The following terms and conditions in this Sprint Hosted Contact Center Product Annex ( Annex ), together with the Sprint Standard Terms and Conditions
More informationHEALTHCARE SOLUTIONS
HEALTHCARE SOLUTIONS Healthcare solutions HEALTHCARE COMMUNICATIONS THE CHALLENGES The organisation is asking for improved communications, but resources and budget will not extend to a huge IP communications
More informationNetwork Development and Regulation Changes in Texas
Department of State Health Services Council Agenda Memo for State Health Services Council May 21-22, 2014 Agenda Item Title: Repeal of rules and new rules concerning provider network development Agenda
More informationBlue Bolt ACD. Key Benefits
Blue Bolt ACD Key Benefits Can be run locally, in cloud or in hybrid environments Wide option of additional customized applications Easy to integrate with 3rd party applications Advanced reporting and
More informationInter-Tel 5000 Network Communications Solutions
Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your
More informationINDIANA UNIVERSITY SCHOOL OF OPTOMETRY HIPAA COMPLIANCE PLAN TABLE OF CONTENTS. I. Introduction 2. II. Definitions 3
INDIANA UNIVERSITY SCHOOL OF OPTOMETRY HIPAA COMPLIANCE PLAN TABLE OF CONTENTS I. Introduction 2 II. Definitions 3 III. Program Oversight and Responsibilities 4 A. Structure B. Compliance Committee C.
More informationCHAPTER 37H. YOUTH CASE MANAGEMENT SERVICES SUBCHAPTER 1. GENERAL PROVISIONS Expires December 2, 2013
CHAPTER 37H. YOUTH CASE MANAGEMENT SERVICES SUBCHAPTER 1. GENERAL PROVISIONS Expires December 2, 2013 10:37H-1.1 Purpose and scope The rules in this chapter govern the provision of case management services
More informationAdditional Substitute care and FBSS workers are needed to help the agency achieve face-to-face monthly contacts with 95% of children and parents.
Texas Department of Family and Protective Services Description of Exceptional Item Requests FY 10-11 Biennium (As submitted in LAR on September 9, 2008) ITEM 5. DIRECT DELIVERY STAFF TO MEET FEDERAL STANDARDS
More informationVoice Services. Service Description Version 1.00. Effective Date: 07/01/2012. Purpose. Overview
Voice Services Service Description Version 1.00 Effective Date: 07/01/2012 Purpose This Enterprise Service Description is applicable to Voice Services offered by MN.IT Services and described in the MN.IT
More informationScreening reports of child abuse:
Screening reports of child abuse: St. Louis County Children and Family Services believes screening reports of child abuse at the local level offers many advantages including information and referral to
More informationOregon Employment Department. Unemployment Insurance Call Center Upgrade. May 28, 2010. Submitted by: Troy Rutten, CIO Oregon Employment Department
Oregon Employment Department Unemployment Insurance Call Center Upgrade May 28, 2010 Submitted by: Troy Rutten, CIO Oregon Employment Department Category: Improving State Operations Project Team: Tom Byerley,
More informationMITEL MiCONTACT CENTER
BROCHURE MITEL MiCONTACT CENTER A HIGHLY FLEXIBLE, TWO-TIERED OFFERING Mitel Mi Business consists of Mi Business Edition and Mi Enterprise Edition. Enterprise Edition is available in several different
More informationDeploying Cisco Unified Contact Center Express - Digital
Course Code: CUCCX Vendor: Cisco Course Overview Duration: 5 RRP: 2,396 Deploying Cisco Unified Contact Center Express - Digital Overview This course provides you with hands-on experience and knowledge
More informationMaxCS. ALL SOFTWARE IP PBX and Call Center Solution
MaxCS ALL SOFTWARE IP PBX and Call Center Solution All-in-One, All Software Business Communications Solution AltiGen has been delivering world class business communications solutions since 1996. With more
More informationEmployment Opportunities available at MHMR of Tarrant County
Employment Opportunities available at MHMR of Tarrant County The Texas Health and Human Services Commission will implement the Texas Healthcare Transformation and Quality Improvement 1115 Waiver program
More informationRequest for Proposals (RFP) for Mobile Phone/Data Service & Unified Communications and Collaboration System with Call Center Capability
Request for Proposals (RFP) for Mobile Phone/Data Service & Unified Communications and Collaboration System with Call Center Capability, Oregon July 17, 2012 Introduction The is seeking proposals from
More informationCounty of San Diego Health and Human Services Agency. Final Behavioral Health Services Three Year Strategic Plan 2005-2008.
County of San Diego Health and Human Services Agency Final Behavioral Health Services Three Year Strategic Plan 2005-2008 November 1, 2005 By Connie Moreno-Peraza, LCSW, Executive Lead Deputy Director
More informationRevised Case Management Standards & Certification Procedures. For Older Americans Act Programs & Choices for Care. June 2009
For Older Americans Act Programs & Choices for Care State of Vermont Agency of Human Services Department of Disabilities, Aging and Independent Living Division of Disability and Aging Services 103 South
More informationDepartment of Aging and Disability
Sunset Advisory Commission February 2015 Department of Aging and Disability Services Amy Trost, Project Manager Agency at a Glance The Legislature created the (DADS) in 2003 as the State s single long-term
More informationThe Cross-Media Contact Center
Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact
More informationUSING CLOUD SERVICES TO INTEGRATE DIVERSE TECHNOLOGY INFRASTRUCTURE AND IMPROVE SERVICE QUALITY
USING CLOUD SERVICES TO INTEGRATE DIVERSE TECHNOLOGY INFRASTRUCTURE AND IMPROVE SERVICE QUALITY AN ULTRA COMMUNICATIONS WHITE PAPER ULTRA COMMUNICATIONS CLOUD CONTACT CENTRE SOLUTIONS www.ultraasp.net
More informationChild Abuse, Child Neglect:
Child Abuse, Child Neglect: What Out of Home Caregivers Should Know if They Are Investigated Written by South Carolina Appleseed Legal Justice Center With editing and assistance from the Children s Law
More informationREQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES
CITY OF RICHLAND HILLS, TEXAS REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Proposals will be received by the City of Richland Hills for Information Technology Support Services. Interested
More informationCASE STUDY Texas Department of Family and Protective Services Leverages GoToMyPC Corporate for Security, Ease of Use, and Business Continuity
CASE STUDY Texas Department of Family and Protective Services Leverages GoToMyPC Corporate for Security, Ease of Use, and Business Continuity Sponsored by: Citrix Online, a division of Citrix Systems Inc.
More informationA Highly Flexible, Two-Tiered Offering
brochure MITEL MiCONTACT CENTER BUSINESS & ENTERPRISE EDITION A Highly Flexible, Two-Tiered Offering Mitel Mi Business and Enterprise Edition are designed for small-and-medium to enterprise-sized businesses
More informationMinnesota Health Insurance Exchange Blueprint Application Documentation
CONTACT CENTER November 2012 Background Minnesota s approach to the design, development, and eventual operation of the contact center and overall HIX customer service functionality is based on a Lean Six
More informationNew York State Education Department
New York State Education Department Request for Information (RFI) for an Electronic Student Record Exchange System May 2011 New York State Education Department 89 Washington Avenue, Room Albany, NY 12234
More informationFY 2015 PERFORMANCE PLAN Office of Unified Communications
FY 2015 PERFORMANCE PLAN MISSION The mission of the (OUC) is to provide a fast, professional, and cost-effective response to 911 calls for public safety and 311 calls for city services in the District
More informationRequest for Information
Request for Information Purpose This document provides information for vendors to decide whether they re willing to participate in a more detailed selection process. Issuing this request in no way obligates
More informationSENATE STAFF ANALYSIS AND ECONOMIC IMPACT STATEMENT
SENATE STAFF ANALYSIS AND ECONOMIC IMPACT STATEMENT (This document is based on the provisions contained in the legislation as of the latest date listed below.) BILL: SB 558 SPONSOR: SUBJECT: Senators Bennett
More informationFrustrated with your current NON-unified communications
Frustrated with your current NON-unified communications solution want to know how to transform and innovate your existing investment? Troy Roberts General Manager AUS/NZ CallTime Solutions Opening Question
More informationJohn Keel, CPA State Auditor Medicaid Fraud Control Activities at the Office of the Attorney General
John Keel, CPA State Auditor An Audit Report on Medicaid Fraud Control Activities at the Office of the Attorney General Report No. 08-040 An Audit Report on Medicaid Fraud Control Activities at the Office
More informationMaxCS. ALL SOFTWARE IP PBX and Call Center Solution
MaxCS ALL SOFTWARE IP PBX and Call Center Solution All-in-One, All Software Business Communications Solution AltiGen has been delivering world class business communications solutions since 1996. With more
More informationI. Project Identification
FY-13 Investment Brief I. Project Identification Project Title: Agency Name OPA Central Registry Abuse Investigation Database - Requirements Agency Business Unit Protection and Advoacay for Persons with
More informationRequest for Proposals (RFP)
Request for Proposals (RFP) For Contact Center Management and Enterprise Wide Phone System PROPOSALS DUE Friday, June 19, 2015 BY 5:00 PM EST Send Electronic Copy (PDF file) to: Tyler Skillings, MARC Director
More informationThe Following Is A Sample From Call Center Basics! Some Call Center Basic Terminology!
The Following Is A Sample From Call Center Basics! Some Call Center Basic Terminology! Before we can discuss call center basics and operation, we need to understand the lingo or the terms used in the call
More informationHosted Contact Center RFQC 98000-0000001097 Questions and Answers
Hosted Contact Center Q&A s 1-4, Released 4/24/14 1. Appendix A I noticed that on the Appendix A there is only 5 pages and that pages 6 and 7 are not yet provided. Will they be updated soon? 2. Section
More informationState of Louisiana Department of Health & Hospitals Office of Public Health
State of Louisiana Department of Health & Hospitals Office of Public Health Request For Information (RFI) For STD/HIV SURVEILLANCE, PREVENTION, AND CARE PROGRAMS May 2015 1 Contents Confidentiality 3 Introduction
More informationREQUEST FOR PROPOSAL (RFP)
REQUEST FOR PROPOSAL (RFP) Subject: Due Date/Time: Submit To: Financial Management & Utility Billing Software March 28, 201412:00 pm Eastern Standard Time Chris Wilson Village of Beverly Hills 18500 W
More informationPRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0
Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development
More informationRequest for Information (RFI) Electronic Contract Invoicing Solutions
Request for Information (RFI) Electronic Contract Invoicing Solutions Timeline: Released: December 5, 2014 Pre-Submission Conference: The New York City Comptroller s Office ( Comptroller ) is considering
More informationAlabama Department of Insurance Narrative for the Department of Health and Human Services Grants to States for Health Insurance Premium Review Cycle I
Alabama Department of Insurance Project, Page 1 Alabama Department of Insurance Narrative for the Department of Health and Human Services Grants to States for Health Insurance Premium Review Cycle I PROJECT
More informationMarch 2010 Report No. 10-025
John Keel, CPA State Auditor An Audit Report on The Department of Criminal Justice s Oversight of Selected Providers That Deliver Residential Services and Substance Abuse Treatment Programs Report No.
More informationContact Center Applications Market in India CY 2014
Contact Center Applications Market in India CY 2014 Customer Experience and Omnichannel Interaction Leading to High Adoption 9AC4-70 June 2015 Contents Section Slide Number Executive Summary 3 Market Definitions
More informationFEATURE MATRIX. Contact Center Business Edition is the right solution for contact centers that:
FEATURE MATRIX Solutions A Highly Flexible, Two-Tiered Offering Mitel Solutions consist of Mitel Enterprise Edition and Mitel Contact Center Business Edition. Whether you run a large, multi-site corporation
More informationREQUEST FOR INFORMATION (RFI) RFI No. 16-0012 FOR INFORMATION TECHNOLOGY DISASTER RECOVERY AND COLOCATION DATA CENTER SOLUTIONS
REQUEST FOR INFORMATION (RFI) RFI No. 16-0012 FOR INFORMATION TECHNOLOGY DISASTER RECOVERY AND COLOCATION DATA CENTER SOLUTIONS Refer ALL Inquiries to: Michael Talbot, Procurement Officer Purchasing Department
More informationCloud Computing Contract Clauses
Cloud Computing Contract Clauses Management Advisory Report Report Number SM-MA-14-005-DR April 30, 2014 Highlights The 13 cloud computing contracts did not address information accessibility and data security
More informationSOCIAL SERVICE SPECIALIST 1 6612
SOCIAL SERVICE SPECIALIST 1 6612 GENERAL DESCRIPTION OF CLASS The SOCIAL SERVICE SPECIALIST 1 provides counseling, consultation, therapy, and treatment planning or conducts group sessions in effective
More informationComplaint Investigations of Minnesota Health Care Facilities
Complaint Investigations of Minnesota Health Care Facilities Report to the Minnesota Legislature explaining the investigative process and summarizing investigations from July 1, 2003 to June 30, 2006 and
More informationVolume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume.
tech line / may 2013 Volume Challenges? Technology Can Help A look at the many ways in which technology is a resource for managing peaks and unpredictable volume. By Brian Hinton, Strategic Contact Pipeline
More informationPROPOSALS REQUESTED THE TOWN OF OLD ORCHARD BEACH POLICE DEPARTMENT FOR IP-BASED VOICE COMMUNICATION SYSTEM
PROPOSALS REQUESTED BY THE TOWN OF OLD ORCHARD BEACH POLICE DEPARTMENT FOR IP-BASED VOICE COMMUNICATION SYSTEM The Town of Old Orchard Beach will receive sealed bids for an IP based phone system. The project
More informationSTATE AGENCY VOCATIONAL SERVICES FOR PEOPLE WITH MENTAL HEALTH DISABILITIES IN MASSACHUSETTS
STATE AGENCY VOCATIONAL SERVICES FOR PEOPLE WITH MENTAL HEALTH DISABILITIES IN MASSACHUSETTS Prepared by the Mental Health Legal Advisors Committee July 2012 A number of Massachusetts state agencies provide
More informationDepartment of Labor Customer Service Plan 2011. Department of Labor. Customer Service Plan 2011
Department of Labor Customer Service Plan 2011 October 24, 2011 1 Table of Contents EXECUTIVE SUMMARY... 3 SIGNATURE INITIATIVE... 6 SERVICE 1: DEFENDING WORKPLACE RIGHTS BY PROVIDING WORKERS AND FEDERAL
More informationMITEL MICONTACT CENTER AND MIVOICE CALL ACCOUNTING TRAINING OPTIONS WHITEPAPER
MITEL MICONTACT CENTER AND MIVOICE CALL ACCOUNTING TRAINING OPTIONS WHITEPAPER SEPTEMBER 2013 ABOUT THIS DOCUMENT This document is intended to help Mitel Dealers and Sales representatives understand the
More informationProtecting children and supporting families. A guide to reporting child protection concerns and referring families to support services
Protecting children and supporting families A guide to reporting child protection concerns and referring families to support services About this guide This guide has been developed for professionals working
More informationCommunity-Based Services Quality Assurance/Quality Improvement
Community-Based Services Quality Assurance/Quality Improvement The Division of Developmental Disabilities (DDD) is statutorily responsible to ensure maximum quality in services provided to eligible individuals
More informationChildren, Families, and Elder Affairs Committee
The Florida Senate BILL ANALYSIS AND FISCAL IMPACT STATEMENT (This document is based on the provisions contained in the legislation as of the latest date listed below.) Prepared By: The Professional Staff
More informationChild Maltreatment Report 2007 http://www.acf.hhs.gov/programs/cb/pubs/cm07/index.htm retrieved on 6/7/09
Child Maltreatment Report 2007 http://www.acf.hhs.gov/programs/cb/pubs/cm07/index.htm retrieved on 6/7/09 p. xi...defines child abuse and neglect as: p. xii Any recent act or failure to act on the part
More informationECONOMIC AND WORKFORCE DEVELOPMENT THROUGH THE CALIFORNIA COMMUNITY COLLEGES
San Joaquin Delta College On behalf of ECONOMIC AND WORKFORCE DEVELOPMENT THROUGH THE CALIFORNIA COMMUNITY COLLEGES CONSISTING OF Over 100 training and counseling centers Dedicated to business and workforce
More informationQuality Management Plan Fiscal Year 2014 Version: 1
Quality Management Plan Fiscal Year 2014 Version: 1 Mental Health and Substance Abuse Division Community MHSA, Contractor Services Section Quality Management and Compliance Unit Table of Contents Introduction
More information