Specifications include, but are not limited to: 2. Respondent will provide the county all call information by 7:45 a.m. every morning. 3. Respondent must provide sufficient qualified and trained staff to provide service. 4. Respondent will ensure that all calls and issues are documented and delivered promptly to the correct resource or resource group. In the event of an error respondent will provide immediate verbal notice of the error to the County with follow up in writing within one (1) business day of how the error was reconciled. 5. Respondent will have established Key Process Indicators (KPIs) that ensure quality of service. 6. Respondent must have the ability to expand services to potentially provide support using County systems. 7. Respondent will share a copy of their Service Level Agreements (SLAs) with the County. 8. The respondent’s call center, ticketing, knowledge and storage system must reside in the United States.