Specifications include, but are not limited to: 1. Scope of Work. Contractor shall provide and operate a Tier 1 turn-key general information call center service to support the Department of Customer Services (“CSD”) to include but not limited to staff, work space, equipment, software, and telephones. The Contractor shall be responsible for the installation of the cable/wires at the call center facility. The call center shall be available to anyone contacting CSD through designated 808 area code telephone numbers. Contractor shall escalate and forward specified complex calls (“unique calls”) to a Tier 2 level to be handled by CSD employees. The Contractor shall provide both a dedicated Interactive Voice Response telephone system compatible with the City and County of Honolulu’s Cisco VoIP system and provide live call center agents. Contractor shall provide a copy of its final Interactive Voice Response routing diagram along with the prompt recording files to the City at the conclusion of the project. 2. Hours of Operation. Hours of operation shall be: Monday through Friday, 7:45 a.m. to 4:30 p.m. Hawaii Standard Time, excluding State of Hawaii holidays. 3. Access Methods and Language Support. The Contractor shall provide call center support via voice access (the ability for members of the general public to call a specific telephone number or numbers to gain access to a live call center agent, listen to information, or be directed to stored information.)
