Specifications include, but are not limited to: 1. Channels of Communications 1.1. What channels of communication (e.g. phone, email, text, chat) does your enterprise provide? 1.2. What do you observe are the most utilized channels of communication among your public sector/government clients? 1.3. What new or emerging channels of communication (e.g. text, chat) do you provide? 1.4. What is the approximate cost and level of effort to build and maintain each channel of communication you offer? 2. Technology Tools 2.1. What are the main skills developed through your training? 2.2. What customer support technologies do you offer for receiving, tracking, monitoring, and managing phone calls? 2.3. What are the core features that you suggest ensuring an efficient customer experience? 2.4. What level of customization is available? 2.5. What are the primary considerations for integration of the technological tools you offer into other systems and software? 2.6. What is the approximate cost for these technologies based on the projected volume of total claims in the first year of the program (approximately 500,000 SMS) plus the number of employer registrants in the first year (approximately 180,000)? 3. Customer Support 3.1. What customer support technologies do you offer for correspondence management (tracking and responding to emails/requests submitted through a website, letters, etc.)? 3.2. What level of customization is possible for these technologies? 3.3. What are the main skills developed through your training? 3.4. What are the primary considerations for integration of these technologies into other systems and software? 3.5. What is the approximate cost for these technologies based on the projected volume of total users in the first year (approximately 500,000 SMS)?