1.2.1.1 Information Technology and Telecommunications a. The Contractor shall be responsible for providing all necessary equipment and resources for personnel to carry out the Contractor requirements, including any necessary licenses for productivity software (e.g., email client). b. Telecom i. The Contractor shall have an automated message outside of operating hours that states operating hours and any relevant holiday closures. ii. The Contractor must have a local Omaha or toll-free number. All calls to Metro’s primary customer service number, 402-341-0800, will be forwarded to the Contractor’s local Omaha or toll-free number. 1. Contractor will provide the Metro service line with a dedicated 23 channel PRI and with an overflow capability of an additional 23 channels. iii. Contractor must have phone lines with a local Omaha or toll-free number that can accommodate voice and Telecommunications Device for the Deaf (TDD) calls, or Metro-approved equivalent method for alternatives to voice communication. 1. All calls to Metro’s primary TDD customer service number, 402-341- 0807, will be forwarded to the Contractor’s local Omaha or toll-free number. 2. Contractor must provide TDD hardware, or Metro-approved equivalent, and staffing to respond to callers requiring an alternative to voice communication during all service hours. iv.Contractor must provide a local Omaha number that can be advertised by Metro in emergency situations such as an outage of Metro’s phone system. v.Contractor must provide an auto attendant. Final call routing tree shall be determined after contract award. vi.Proposer may recommend a queue structure different from the current queue structure. Metro will make the final determination on the queue structure. 1. Metro’s current Contractor has a three-queue structure: bus/general, MOBY-only, and Spanish. The Spanish queue accepts both bus/general and MOBY calls. 2. Customer service representatives may be assigned to multiple queues. vii.Calls must be recorded and any applicable laws regarding the recording of calls must be followed. 1. Metro shall be able to download recorded calls or obtain recorded calls by some other means within one business day of a recording request. The other means will be mutually agreed upon by Metro and the Contractor to ensure delivery in a secure manner. 2. Call recordings shall be securely stored by the Contractor and made available to Metro for a minimum of six months, two years is preferred. The Proposer shall specify recording storage capability in the Proposal. viii.Metro and Contractor shall mutually agree upon a strategy for managing queued calls based on Contractor capabilities. ix.Contractor must be able to transfer calls to pertinent Metro staff when a situation requires it. Procedures to guide this will be provided by Metro. x.Contractor must be able to transfer calls to the microtransit customer service contractor when a situation requires it. Procedures to guide this will be provided by Metro.
