Specifications include, but are not limited to: 1. The contractor will provide 24/7 answering services for the UTiP (Utah Turn-in-a Poacher) Hotline at their call center. Call Center must be located within Davis or Salt Lake Counties to lessen travel time to and from the call center for Utah Division of Wildlife Resources (DWR) headquarters staff. 2. The contractor will adequately staff the hotline to avoid hold times on calls for service that are in excess of one minute. 3. Contractor will ensure that all personnel responsible for staffing the UTiP line are properly trained on privacy issues, and have signed “non-disclosure” forms. 4. The Utah Division of Wildlife Resources (DWR), law enforcement section, will provide the contractor with written guidelines that will assist in the classification of calls by type and location. 5. DWR law enforcement section will provide the contractor with DWR personnel and facility contact information, and ensure that the information is kept current. 6. DWR law enforcement section will provide the contractor with written guidelines that will ensure that calls for service are routed to responsible DWR personnel. 7. DWR law enforcement section will provide the contractor with written guidelines that outline a “call down list” to be used when the responsible UDWR personnel cannot be reached. 8. Contractor will ensure that personnel responsible for taking law enforcement calls for service are properly trained in gathering pertinent information based upon the type/location of violation, entering the data into DWR- provided system and disseminating that information immediately to law enforcement patrol staff. 9. DWR law enforcement section will provide a script that prompts call takers to conduct a line of questioning which corresponds to the type of call being taken. This line of questioning will be developed by DWR. 10. DWR law enforcement section will provide access to web-based software that assists in the proper assignment and dispatching of call information based upon regional and patrol district boundaries. 11. Each call for service will be assigned a unique tracking number by the software described above. That number shall be provided to the complainant and any DWR personnel that are assigned to follow up. 12. Contractor must be capable of “patching” incoming calls through to DWR field personnel, which will always be preferred option of facilitating contact with LE staff. 13. Contractor must be capable of forwarding incoming non-enforcement calls to predetermined DWR numbers based upon caller location, call type and time of day. 14. Contractor will provide a billing structure capable of billing multiple accounts, based upon call type (enforcement, non-enforcement nuisance, non-enforcement information, etc.), if deemed necessary by DWR. 15. Contractor must be capable of utilizing a web-based system by gaining access through specified web- browser.
