Project Plan Components IVR

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RequestforProposal11.docx

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Running head: REQUEST FOR PROPOSAL 1

REQUEST FOR PROPOSAL 2

Request for Proposal

Student’s Name

Institutional Affiliation

Request for Proposal

The treasury office is looking for an IVR system that can offer the Unclaimed Property Division with solutions on functionality, reliability, training, customer service, and reporting. Contractors shall enter into a contract with the treasury if they prove without a doubt that their system can resolve the divisions existing problem of poor customer service, unanswered calls, and long waiting periods. The purpose of this RFP is to invite qualified vendors to submit proposals to provide a 24-hour interactive response system for the division that meets all the service requirements.

The best vendor shall offer a dedicated IVR that is toll free, capable to mask the agent’s direct phone number, and also sufficient to handle unlimited calls per day. The system should manage approximately 1000 calls daily and 15,000 calls monthly. Agents should be able to stay signed it simultaneously without experiencing busy signals during calls. The system shall provide callers with estimated wait times, allow claimants to text information, and also have the ability to push information to claimants automatically. Respondents must provide information about how their systems coordinate these services desired by the division and customers.

Contractors are required to provide a list of three recent awards of similar scope and duration in their application. Cost proposals shall be provided on a separate document from the technical proposal for management to review after determining the vendors’ technical capabilities (Aston, 2019). The treasury office will review all proposals and award the contract based on the cost and technical offers made. Cost proposals will be evaluated for realism and reasonableness. The division will not enter into any agreement prior to determining the responsibilities of the contractor for developing and integrating the IVR system into current systems. Therefore, the vendor’s proposal must contain the best technical terms and reasonable price for the division to enter into an agreement.

References

Aston, B. (2019). Write A Project Charter: How-To Guide, Examples & Template - The Digital Project Manager. The Digital Project Manager. Retrieved 7 July 2020, from https://thedigitalprojectmanager.com/project-charter/.