DRA-11387 - USA (New Hampshire) - Intake System Business Process Analysis Service - Deadline September 4,2026

Vendor needs to provide Intake System Business Process Analysis Service to the government authority located in State. – Conduct a comprehensive Business Process Analysis (BPA) of client intake system.– Phone Intake Assessment• Review current call center configuration, including phone system setup, queue routing logic, call flows, and hours of operation.• Analyse call volume data, answer rates, abandon rates, wait times, handle times, and callback patterns by queue and time period.• Assess staffing levels, roles, and scheduling relative to call demand.• Evaluate language access provisions for non–English–speaking callers.• Identify technology limitations and opportunities for improvement, including call queue management, after–hours options, and potential use of AI–assisted tools.– Online Intake Assessment• Review the existing online intake process, including the online application and any related web–based intake pathways.• Assess the client experience from initial contact through intake completion.• Identify barriers to completion, including accessibility, reading level, language access, and mobile usability.• Evaluate integration between online intake and case management workflows.– Walk–In and Other Intake Channels• Document and assess any in–person, walk–in, or referral–based intake processes currently in use.• Evaluate consistency and efficiency of these processes relative to phone and online channels.– Intake Process Assessment:• Evaluate consistency and efficiency of these processes.• Identify barriers and evaluate client experience.