Specifications include, but are not limited to: Objectives and Goals
The goals of this RFI are:
To learn – HCA aims to use this RFI as a means to learn from the vendor community regarding Call Center services, including:
How to best estimate call volumes - based on your experience, when can we expect the heaviest call volumes during the seven week enrollment period for 150,000 employees;
Provide estimates of typical highest volume day and lowest volume day;
Call center is expected to be operational 6 days a week, from 7am to 9 pm PT (Monday through Friday) and 10 am to 4 pm PT (Saturday); based on these needs, estimate peak usage hours;
What's your approach to handling staffing for call volumes that vary over a given day and over a given timeframe (i.e., the seven weeks' enrollment period);
Required ramp-up time to set up call center operations;
Training needs (what would HCA have to provide);
Flexibility to handle peaks in call volume;
What information is needed from HCA in order to provide an accurate cost proposal; and
What reporting might be available regarding issue/call trends, response time, time to close calls, and volumes.
To inform – This RFI may lead to a possible procurement of Call Center Support for the SEBB Open Enrollment period. With this RFI, HCA hopes to inform the vendor community on this prospective procurement, including:
The business context for this procurement; and
The major business and technical complexities HCA anticipates for these solutions.