Posted Date : November 24,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-3838
Government Authority located in Chattanooga, Tennessee; USA based organization looking for expert vendor for IT systems and applications.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide IT systems and applications to outsource the service desk functions necessary to support these IT systems, applications, and users of these systems to the government authority located in Chattanooga, TN.
- The primary goal of the program is to provide an IT Service Desk for all end users of all IT systems and applications. Erlanger is interested in identifying vendors available to provide IT Service Desk support services to the organization. Potential vendors must have a proven, scalable business model able to accommodate significant fluctuations in call volume during peak periods with no delay or interruption of service to end users. Users should be able to communicate with the Service Desk via telephone, email, fax, online chat, web forms, and remote login.
- External IT Service Desk, located in the United States, to handle all inbound communications as well as day-to-day operations of the IT Service Desk (including but not limited to, hiring, training and managing IT Service Desk staff). Communication from end-users may consist of inbound telephone calls, email, online chat, or web forms and IT Service Desk staff shall be able to assist them via remote login.
- Description of the IT Service Desk’s automated call distribution (ACD) system
- Description of the IT Service Desk’s escalation process and workflow
- Information regarding the IT Service Desk’s ability to handle speakers of languages other than English, including but not limited to, Spanish
i) Weekly, monthly, quarterly and annual reports documenting all activity and any trends detected during the period detailing
1) Volume of calls and tickets (current average 7 minutes per call, 7,500 calls monthly)
2) Types of incidents/requests
3) Call response time
4) Call wait time (including response time to calls, chat, emails, and voicemails)
5) Abandoned calls (including queue time)
6) Time to resolution
7) First call resolution
8) System(s) involved
9) Categories
10) Cases reopened due to rework or other quality issues
[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.
Budget :
Deadline to Submit Proposals: January 12,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : ITES-3838
Government Authority located in Chattanooga, Tennessee; USA based organization looking for expert vendor for IT systems and applications.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide IT systems and applications to outsource the service desk functions necessary to support these IT systems, applications, and users of these systems to the government authority located in Chattanooga, TN.
- The primary goal of the program is to provide an IT Service Desk for all end users of all IT systems and applications. Erlanger is interested in identifying vendors available to provide IT Service Desk support services to the organization. Potential vendors must have a proven, scalable business model able to accommodate significant fluctuations in call volume during peak periods with no delay or interruption of service to end users. Users should be able to communicate with the Service Desk via telephone, email, fax, online chat, web forms, and remote login.
- External IT Service Desk, located in the United States, to handle all inbound communications as well as day-to-day operations of the IT Service Desk (including but not limited to, hiring, training and managing IT Service Desk staff). Communication from end-users may consist of inbound telephone calls, email, online chat, or web forms and IT Service Desk staff shall be able to assist them via remote login.
- Description of the IT Service Desk’s automated call distribution (ACD) system
- Description of the IT Service Desk’s escalation process and workflow
- Information regarding the IT Service Desk’s ability to handle speakers of languages other than English, including but not limited to, Spanish
i) Weekly, monthly, quarterly and annual reports documenting all activity and any trends detected during the period detailing
1) Volume of calls and tickets (current average 7 minutes per call, 7,500 calls monthly)
2) Types of incidents/requests
3) Call response time
4) Call wait time (including response time to calls, chat, emails, and voicemails)
5) Abandoned calls (including queue time)
6) Time to resolution
7) First call resolution
8) System(s) involved
9) Categories
10) Cases reopened due to rework or other quality issues
[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.
Budget :
Deadline to Submit Proposals: January 12,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$