Specifications include, but are not limited to: • Organizational Restructuring: the creation of a single-call center location that will increase customer service and first-call resolution under a streamlined management structure that devotes more specialized resources to training, technology and quality assurance. A smooth transition will rely on an implementation plan that carefully aligns staff, schedules, customer service and technology. • Training Design: the roll-out of the task specifications will bring structure to the advancement of staff through the multi-level job progression. The deliverables include a comprehensive training plan, associated lesson plans, training materials, and a schedule for retraining existing call center agents. PWD is seeking assistance with this implementation. • Quality Assurance: the identification of performance metrics and associated reports need to be continually refined. PWD is seeking a user friendly dashboard and template reports to institutionalize QA as a standard operating procedure. • Technology: assistance with the identification of technology upgrades for the call center to support the changes described above and to improve customer service.