CC-3830 - USA (Hawaii) - Inbound and Outbound Furnishing Call Center Services - Deadline August 6,2026

(1) Vendor needs to provide call center services. – Hours of Coverage and Operational Flexibility: Weekdays: Monday through Friday, from 3:30 p.m. to 7:00 a.m. the following morning.– Weekends: Saturday and Sunday, 24 hours per day (12:00 a.m. Saturday to 12:00 p.m. Sunday).– Holidays: County–observed holidays, 24 hours per day (12:00 a.m. to 12:00 p.m.)  – Provide continuous, live (non–automated) inbound telephone answering and message–relay services.– Line Transfer Protocols: route calls to toll–free numbers provided by the Contractor.– System Redundancy: maintain robust backup systems to guarantee uninterrupted operational availability– Historical Customer Database: The Contractor's platform must maintain an active database of recent citizen calls.– Live Answering Mandate: Automated interactive voice response (IVR) platforms or digital greeting menus are strictly prohibite– Response Speed: To optimize customer service, calls must be answered promptly, maintaining a target standard of no more than three (3) telephone rings before a live agent greets the caller.– Media Storage: All inbound and outbound communications handled must be digitally recorded(2)The contract period will be for three years.