The purpose of this RFP is to solicit proposals for a single point of contact call center, available 24/7/365, with qualified live technicians to answer and respond to telephone calls and emails, monitor dashboards and alerts, respond according to established procedures and assist with production control. The State will provide oversight for the Work, but the Contractor must provide overall Work management for the tasks under this Contract, including the day-to-day management of its staff. The Contractor also must assist the State with coordinating assignments for State staff, if any, involved in the Work. Additionally, the Contractor must provide all administrative support for its staff and activities. Throughout the Work effort, the Contractor must employ ongoing management techniques to ensure a comprehensive Work Plan is developed, executed, monitored, reported on, and maintained. The Agency will provide all PCs and network connections. The Contractor must establish a service desk to provide single point of contact, tier 1 services for the Agency locations and its customers throughout Ohio. The Agency divisions include: a. Ohio Bureau of Motor Vehicles (BMV); b. Ohio Office of Criminal Justice Services (OCJS); c. Ohio Homeland Security (OHS); d. Ohio Emergency Management Agency (EMA); e. Ohio Emergency Medical Services (EMS); f. Ohio State Highway Patrol (OSHP); g. Ohio Narcotics Intelligence Center (ONIC); h. Ohio School Safety Center (OSSC); i. Ohio Traffic Safety Office (OTSO); and j. Ohio Investigate Unit.
