Specifications include, but are not limited to: The goal of this engagement is to improve agency customer service and meet regulatory requirements for customer responses and agency reporting. This system will provide a way to track whether staff are 1) responding in an appropriate timeframe, 2) responding in an appropriate manner, and 3) resolving the inquiry. The chosen firm will be expected to meet with each program within each division to understand their current processes and specific needs prior to starting implementation. The firm will need to do the initial training of all staff on how to use the system. Firms must identify all partners that will be brought on to implement the system, including individuals and their roles, and any subcontractors.
