Contractor shall provide administrative services which include the following: A. Assume and improve current call center and application support functions as described in this Exhibit. B. Maintain and improve eligibility processes that offer multiple access channels to support Client or Applicant inquiries, including effective call center operations. The solution must support and promote increased self-service utilization by Clients or Applicants and HHSC Community Partner Program (CPP). C. Manage call center operations that: 1. Utilize TIERS, State Portal, Self-Service Portal (SSP)/YourTexasBenefits.com, telephone system infrastructure (See Procurement Library, Call Center and Application Support Functions) and Contractor staff to respond to inquiries from Clients or Applicants. 2. Provide Clients or Applicants with case information as well as information on eligibility procedures and policy. 3. Provide support and assistance to Clients and Applicants and Community Partners using YourTexasBenefits.com. D. Develop and implement processes that are designed to provide efficiencies by performing functions that support eligibility determinations made by HHSC staff. E. Leverage State investments in call center facilities, equipment, and telephone system infrastructure. F. Provide outbound print and mail functions for Client or Applicant correspondence (See Procurement Library, Outbound Quantities by Letter Type). G. Implement a comprehensive operations performance management, monitoring, and governance framework to enable successful leverage of approximately 4,460 State existing assets including, but not limited to, TIERS, State Portal, YourTexasBenefits.com, call center inquiry tool, document repository/routing/reporting system, and telephone system infrastructure.
