1.0 SCOPE OF WORK - Houston

CITY OF HOUSTON SCOPE OF WORK

FOR ANSWERING SERVICE

FOR HOUSTON EMERGENCY CENTER

BID I00294

It is the intent of the City of Houston to solicit the lowest and best responsible bid or price under competitive conditions. All materials and/or equipment shall be new unless stated otherwise.

Prospective bidders are advised that this bid is not to be considered restricted to any referenced manufacturer and all bidders are specifically directed to informal bid terms of the "General Conditions of Bidding".

The following are the minimum acceptable specifications:

1.0 SCOPE OF WORK:

Work under this contract shall include the furnishing of all labor, materials, supplies, tools, transportation services, and necessary supervision for answering services for the Houston Emergency Center. .

1.1 Administration: a. Must be able to modify scripts within 2 hours of receipt by email. b. Must be able to provide services 24 x 7, including holidays. c. Must be able to provide detailed billing information at no additional cost. Web based billing is acceptable. d. Contact telephone number will be "toll free", i.e. 800,866, 877, etc. or will be local to the Houston area. e. Answering service must have a call center where the operators physically work. "Home" based call centers are not acceptable. f. Answering service must be able to provide a record of calls, either as a printed transcript or voice recording. It is preferred, that calls are recorded and the call provided in a common format (.wav, .mp3,, etc) on request at no additional cost. If there is an associated cost to this service, these costs must be clearly defined in the bid. g. Call services may offer a variety of plans. It is anticipated the HEC will purchase a monthly plan of 400 minutes per month. The purchase order will be for 1 calendar year, but billing for this service will be monthly. An informal contract will be set up for 5 years. h. Calling services must also provide for "overage" minutes. Overage minutes are based on a percentage of the contract number of minutes each month. For example, if the number of contract minutes per month is 400 and the overage minutes are 10% of that then the number of overage minutes will be 40 minutes. i. Methodology for charging for minutes must be clearly defined. Is the charge based on actual time or some other calculation? j. Contractors shall submit a written proposal before bid closes via email to sandy.yen@. Please call Sandy Yen at 832-393-8720 for any additional clarifications.

1.2 Call Taking / Call Processing a. Call Center operations must be familiar with dispatching technicians. b. It is preferred that call center operators be familiar with Information Technology terms. c. It is preferred that emails be sent prior to contact with the on-call person or oncall manager. Emails must be sent to HEC IT group email account within 15

seconds of completing the call. Completing the call means the user has terminated the call. The subject line in the Email needs to reflect the nature of the problem. All emails will be date/time stamped (Central Standard Time) showing when the call was received, closing the call, and contact time of the oncall person, or any manager contacted. d. Calls for technical service will be sent to the HEC IT group. e. On call person and manager change on a weekly basis. The call taker must be able to accurately make this change as required. f. Must answer calls by the 4th ring. If auto-answer or answering machine receives the call, the user must not be on hold for longer than 1 minute,. 1.3 References must be provided on demand.

2.0 MATERIALS:

2.1 To be determined by contractor.

3.0 QUALITY ASSURANCE:

3.1 Should any material be found defective, not meeting specifications, or that which has not been approved in writing by the Owner shall, upon discovery (including any time within the period of the guarantee), be replaced with the specified equipment or material at no additional cost to the City.

4.0 DISCREPANCIES:

4.1 If there are discrepancies in the specifications, the Contractor shall ask for a clarification from the City prior to bid opening.

4.2 If no clarification is requested, the City's judgement shall rule.

5.0 GENERAL INFORMATION:

5.1 Questions concerning the Bid should be submitted in writing via email to sandy.yen@ before bid closes..

6.0 TERMINATION OF AGREEMENT:

6.1 This Contract may be terminated by the City Purchasing Agent upon fifteen (15) days notice in writing, if the materials and/or services furnished do not conform to the standard set forth herein; or if the deliveries and servicing of this Contract do not conform to the requirements detailed herein.

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