Specifications include, but are not limited to: a. 99.9 percent availability. Redundancy in services is required, i.e., internet, firewall, software, personnel and all elements that will ensure that our customer call center operation is always available at a high performing level that allows us to meet our metrics, 24 hours a day, seven days a week, including weather related or manmade disasters. Response time when problems or issues arise that impact availability is immediate. Vendor will provide an emergency contact list that is in operation 24 hours a day, seven days a week. b. A clear "disaster recovery" plan if and when the system should ever go down that includes a workaround system. c. A detailed “Voice of the Customer” process to allow continual improvements to our service based upon customer expectations and needs. d. Ease of configuration: The system must allow for configuration by designated users and minimize the reliance on the vendor for system modifications. As an example, a designated administrator should be able to modify the IVR announcements and call flow, test the configuration and place it in production without support from the vendor. The system must provide an easy method for recoding and inserting temporary time-sensitive messages such as water system problems and restoration time expectations (e.g. a main break). The system must also provide easily configurable skill designations and assignments. This may include temporary skills and assignments such as a special program. In this case, PWD wishes to only train a subset of agents to answer customer questions or take appropriate action. This requires an IVR prompt for the customer and a skilled group assignment to respond.