including management and financial information, for purposes of assessing contract performance and financial audits. Data and Database Management Describe the Proposer’s understanding of the role of the Proposer’s data manager as it relates to the System database. Describe the potential for database growth and existing or potential future use. System Performance Standards The Proposer must provide thorough and detailed performance goals and standards for ensuring quality service. These must, at a minimum, include those required in Attachment A. The Evaluators will evaluate the proposed standards for reasonableness and ease of monitoring by the State. The Proposer shall discuss how it will ensure compliance with all OSP performance standards, as outlined in Attachment A, which will be assessed and monitored routinely for meeting the terms of the contract and for determining a basis for any renewal of the original contract term. The Proposer must provide clear and useful standards for any additional performance criteria needed to evaluate System operations. Customer Service and Call Center Provide a schematic and accompanying description of your call center(s). Include call center statistics (e.g., per day and per year, peak and non-peaks seasons and hours, average transaction processing time, queue length and control, number of active operators, back-up during peak hours and cross training). Project any changes in call center or agent operations due to the increase or decrease of business (e.g. personnel requirements, hardware and software improvements). Describe the proposed procedure(s) for handling customer complaints, concerns, suggestions and general inquiries. Parks and Black Bear Golf Course Training and Help Desk Support
including management and financial information, for purposes of assessing contract performance and financial audits. Data and Database Management Describe the Proposer’s understanding of the role of the Proposer’s data manager as it relates to the System database. Describe the potential for database growth and existing or potential future use. System Performance Standards The Proposer must provide thorough and detailed performance goals and standards for ensuring quality service. These must, at a minimum, include those required in Attachment A. The Evaluators will evaluate the proposed standards for reasonableness and ease of monitoring by the State. The Proposer shall discuss how it will ensure compliance with all OSP performance standards, as outlined in Attachment A, which will be assessed and monitored routinely for meeting the terms of the contract and for determining a basis for any renewal of the original contract term. The Proposer must provide clear and useful standards for any additional performance criteria needed to evaluate System operations. Customer Service and Call Center Provide a schematic and accompanying description of your call center(s). Include call center statistics (e.g., per day and per year, peak and non-peaks seasons and hours, average transaction processing time, queue length and control, number of active operators, back-up during peak hours and cross training). Project any changes in call center or agent operations due to the increase or decrease of business (e.g. personnel requirements, hardware and software improvements). Describe the proposed procedure(s) for handling customer complaints, concerns, suggestions and general inquiries. Parks and Black Bear Golf Course Training and Help Desk Support
RFP_Reservation_System_-_FINAL_1-16-2015.docx