Specifications include, but are not limited to: Notifications will be optional at TDI’s discretion. TDI may opt to make customer notifications via various media outlets. TDI, in its sole discretion, will determine whether to proceed with the customer notification process. Contractor will provide preparation, printing, and mailing of approximately 23,000 notification letters to affected customers. TDI will provide a customer file that includes, at a minimum: first name, last name, and address. Notice content will be provided by TDI, including a Spanish translation. Notice letter may be up to 6 pages total. Two-sided printing is acceptable. Notices must be sent in windowed envelopes to protect the customer’s privacy; postcard notices are not acceptable. Contractor will send only one notice per customer. Contractor will provide address validation services to verify, correct, and standardize the customer residential addresses. Time is of the essence for the customer notifications. TDI’s target date for mailing is no later than April 19, 2024. In its Business Proposal (see Section IV Part I Item 2), Respondent must describe how the notifications requirements will be met. Call Center - Contractor will provide a toll-free phone number and call center staffed by an experienced call center support team. The call center support team will address: Customer questions about the services being provided to the affected customers; General questions about the services and protections available; and enrollment of credit monitoring services for affected customers. Contractor will not be responsible for answering questions specific to the issue. TDI will provide a contact for escalations for the Call Center. This process will consist of the Contractor sending an email to the TDI contact with the name, email address, phone number, and a short description for escalation. TDI is responsible for resolving the escalation once notified by Contractor. Call center support team must: Be knowledgeable and able to address specific questions about the services being offered based on the pre-scripted material provided by TDI; and Protect customer privacy and confidentiality. The call center must: Support Spanish-language and hearing impaired callers; Be staffed with live agents; automated responses are not acceptable; At a minimum, be operable between the hours of 7 a.m. and 8 p.m. Central time, Monday – Friday; Provide a call-back feature if wait times exceed five (5) minutes...
