1.2 Description of Need Metro Transit is seeking a single contractor to provide seamless over the phone and online customer service to all its customers. Metro Transit is open to customer contact methods other than phone that the Contractor can provide, such as live, human-powered chat and social media. Final customer contact methods to be included shall be the sole and exclusive decision of Metro Transit. The customer service function addresses Metro Transit’s need to provide responsive service in terms of information to the public, support for service issues, MOBY trip scheduling and management, and a source of information on operational functions while maintaining positive relationships with the community. The Contractor must provide all services as detailed in section 1.2.1 below. 1.2.1 Specifications and Requirements List Metro Transit is seeking a contractor who can meet the following requirements: 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). i. No standard configuration or workstation setup is required so long as it is powerful enough and sufficient for personnel to do their job within the provided metrics. b. Metro Transit does not currently require any specific data hosting, compliance, or cybersecurity certifications. c. 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 Transit’s primary customer service number, 402-341-0800, will be forwarded to the Contractor’s local Omaha or toll-free number. 1. Contractor must have sufficient functionality to be capable of handling the projected call volume while meeting performance requirements. iii. If 711 Relay Services become unavailable to the public free of charge at the federal and/or state-level during the contract period, the Contractor must provide an alternative to voice telephone communications, such as through a telecommunications device for the deaf (TDD), and staffing trained to proficiency to respond to callers requiring an alterative to voice communication during all service hours. iv. Contractor must provide a local Omaha number that can be advertised by Metro Transit in emergency situations such as an outage of Metro Transit’s phone system. v. Contractor must provide an auto attendant. Final call routing tree shall be determined after contract award. vi. Contractor must provide multiple queues. Proposer may recommend a queue structure different from the current queue structure. Metro Transit will make the final determination on the queue structure. 1. Metro Transit’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. Metro Transit recommends that CSRs are cross-skilled and can answer calls from bus/general, MOBY, and microtransit (if added to the Contract). 3. Should Customer Service for the pilot microtransit service need to be added as a change order to this Contract, a dedicated queue shall be added by the Contractor. vii. Calls must be recorded and any applicable laws regarding the recording of calls must be followed. 1. Metro Transit shall be able to download recorded calls (preferred) 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 Transit and the Contractor to ensure delivery in a secure manner.
