175. Section 3.2.4.1 Please identify the DHR systems and applications in Attachment P that CSRs are required to have General CSR access to from their desktop computer. Requirements, Item B Response See the Response to Question #28. 176. Section 3.2.4.1 Are all CSRs required to have ACD telephone, personal DID number, facsimile, and email access? General CSR Requirements, Item C Response Yes. 177. Section 3.2.4.1 Are the Customer Service Scripts automated or manual? If automated, in what application? The General CSR CRM? Requirements, Item F Response Current customer service scripts are manual. The Offeror’s CRM must have both capabilities. The scripts must be automated wherever feasible. 178. Section 3.2.4.3 Can the contractor propose the mailing and document fulfillment function as an off-site service Postal located out-of-state in a shared fulfillment center rather than performed on-site by the CSRs? Mail/Document Fulfillment Requirement Response Documents such as, applications and forms that do not contain PII may be processed at an offsite fulfillment center. Documents containing PII shall be processed within the CSC. See Amendment #3. 179. Section 3.2.4.4 What is the CSC’s current email system (Google Mail?) How does the CSC email system Email automatically detect that the customer email contains Case specific questions and automatically Requirement responds with an Administration specific statement? Response The current CSC does not support this capability. The Offeror shall propose a methodology for meeting this requirement. 180. Section 3.3.1 Please identify the product name and manufacturer of the existing CRM application in use by the CRM General Customer Service Center. What other web-based CRM packages would meet the State’s Requirements requirements? Response This is a new requirement under this RFP.
175. Section 3.2.4.1 General CSR Requirements, Item B Please identify the DHR systems and applications in Attachment P that CSRs are required to have access to from their desktop computer. Response See the Response to Question #28. 176. Section 3.2.4.1 General CSR Requirements, Item C Are all CSRs required to have ACD telephone, personal DID number, facsimile, and email access? Response Yes. 177. Section 3.2.4.1 General CSR Requirements, Item F Are the Customer Service Scripts automated or manual? If automated, in what application? The CRM? Response Current customer service scripts are manual. The Offeror’s CRM must have both capabilities. The scripts must be automated wherever feasible. 178. Section 3.2.4.3 Postal Mail/Document Fulfillment Requirement Can the contractor propose the mailing and document fulfillment function as an off-site service located out-of-state in a shared fulfillment center rather than performed on-site by the CSRs? Response Documents such as, applications and forms that do not contain PII may be processed at an offsite fulfillment center. Documents containing PII shall be processed within the CSC. See Amendment #3. 179. Section 3.2.4.4 Email Requirement What is the CSC’s current email system (Google Mail?) How does the CSC email system automatically detect that the customer email contains Case specific questions and automatically responds with an Administration specific statement? Response The current CSC does not support this capability. The Offeror shall propose a methodology for meeting this requirement. 180. Section 3.3.1 CRM General Requirements Please identify the product name and manufacturer of the existing CRM application in use by the Customer Service Center. What other web-based CRM packages would meet the State’s requirements? Response This is a new requirement under this RFP.