Specifications include, but are not limited to:Scope of Work – Property Requirements a.Work Load The Olmsted County HRA is a public agency responsible for managing and maintaining about 140 rental units in the City of Rochester, MN. The HRA currently receives about 30 calls per month to the answering service after hours about maintenance related purposes. Types of calls received are not limited to, but usually involve, matters pertaining to plumbing – either inoperable toilets, no hot water, or no heat. b.Vendor shall provide the following services: i.Provide answering services during the following times MON-FRI SAT-SUN HOLIDAY 12:00AM – 8:00AM 5:00PM – 11:59PM 12:00AM – 12:00PM 12:00AM – 12:00PM Exception – Christmas Eve – see below. Holidays. New Year’s Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Veteran’s Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve 12p – 12a when Christmas Eve occurs on a Monday through Thursday, Christmas Day. Note: Calls during regular office hours will be handled by HRA staff. ii. The Vendor must be able to handle at least two HRA calls simultaneously under normal circumstances. iii. Vendor shall uphold the same level of professional customer service as HRA staff provides. The following service levels shall be met: • Average answer time per calendar month no greater than 75 seconds. • 97% of calls per calendar month placed “on hold” for less than 40 seconds. iv. Vendor will answer call by saying “This is the Olmsted County HRA After Hours Maintenance Line – how may we help you
