Basic Information

Reference Number

0000246349

Issuing Organization

NL Provincial Health Shared Services Supply Chain

Owner Organization

NL Health Services

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

2023-3240B

Title

Call Centre Services

Source ID

PV.MN.NL..1083209.C108315

Details

Location

Canada, Newfoundland and Labrador

Purchase Type

Duration: 2 years
Option: 2 (1+1) years

Description

NL Health Services (NLHS) is administering this RFP to submit proposals for Call Center Services. This will be in accordance with the specifications and requirements set out in this RFP, as well as the Public Procurement Act.

Dates

Publication

2023/05/01 01:35:21 PM NDT

Bid Intent

Not Available

Question Acceptance Deadline

2023/05/08 02:00:00 PM NDT

Questions are submitted online

Yes

Closing DateA - Previous Amendment

2023/05/18 02:00:00 PM NDT

Contact Information

Amanda Bouzane

open.calls@centralhealth.nl.ca

Required Acknowledgement

Terms and Conditions

Proponents acknowledge to having read, understood and agreed to the terms and conditions.

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Envelope 1 - Identity & Proposal

Pricing

No pricing in this envelope

Bid Questions

Question Name	Question Description	Mandatory
Appointment Scheduling and Information	The call center will be responsible for scheduling appointments and providing information about our services and policies for the following lines of business such as but not limited to. (1) Vaccinations - Book/Reschedule/Cancel Appointments; (2) Patient Connect (CTC) - Registration Support; (3) Proof of Vaccine - Mail Out Support; (4) Cyber incident - Equifax Codes/General Information; (5) Covid info-line: General Information; and (6) Personal Health Record - General Inquires Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide any experience you have with these types of services in your proposal?	Yes
Resource Complement	Proponents acknowedge that due to the nature of the services currently supported, there may be seasonal fluctuations in call volumes that result in corresponding adjustments in staffing levels and required hours of operation. The call center must have the ability to increase or decrease resource complement and/or hours of operation within 10 business days based on how services evolve. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you also agree to outline your ability to meet this requirement in your proposal?	Yes
Hours of Operation	The call center is currently operational from Monday to Friday 8:00 AM NST – 8:00 PM NST. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Service Level	The call center service level must be 80% of answered calls in 120 seconds. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Average Handle Time	The call center must have an average handle time of 600 seconds. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Experience	The call center must have at least 2 to 3 years of experience providing call center services to healthcare organizations. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide examples of your experience in the healthcare field in your proposal?	Yes
Customer Service	The call center must have a proven track record of providing high-quality customer service and support. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide details outlining your customer service track record in your proposal?	Yes
Call Centre Methods Outline	The call center must use standard call center methods to ensure the highest level of quality assurance so that callers are provided with accurate information as it relates to, but not limited to the lines of business identified in requirement number 1 above. Standard call center methods of ensuring the highest level of quality assurance are vital. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree that you will provide an outline how you will meet this requirement in your proposal?	Yes
Staffing Proposal	The call center must have the capacity to handle a high volume of calls and inquiries. The expectation is there will be on average 5000 calls per month. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide an outline staffing proposal, that will be required to meet this volume, in your proposal?	Yes
Language	The call center will be required to provide customer service and support with proficiency in English, with the ability to provide French language support as required. Current French language requirements is less than 1% of total calls received. Note: This requirement could change in the future. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Outbound Calling	The call center will primarily handle inbound calls from citizens of NL, providing support for a variety of healthcare related services. There may be occasions when outbound calling will be necessary for escalation management and/or reconnecting with callers to complete an interaction. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Escalation Process	The call center will be responsible for handling patient complaints and escalating them as necessary. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide the escalation process that you would implement in your proposal.	Yes
Local Dialect	The call center must support a varying demographic of the provincial population, including the elderly. Familiarity with Newfoundland and Labrador dialect and the ability to support this is critical. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
Logs and Reports	The call center must provide detailed call logs and reports as required. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline your capability to meet this requirement in your proposal?	Yes
Data Retention	The call center must ensure secure data retention requirements are met. (a) Data such as caller name, phone number, description of call, reason for call will be retained for the duration of the contract. (b) Calls are required to be recorded with a retention period of 1 year for recordings. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
ATIPPA and PHIA	Any collection, use, or disclosure of personal health information by the vendor software must be compliant with the Access to Information and Protection of Privacy Act (ATIPPA, 2015) and the personal health information act (PHIA) and all regulations. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
Data Integrity	The vendor has capabilities to protect the integrity of the data and client data is only to be used, disclosed, or stored in support of delivery of services and acknowledges that the client maintains ownership of all data. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
Information Exchange	All exchanges of sensitive information between vendor and NLHS resources will be done securely using only approved and supported encryption techniques. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Privacy Program	The vendor must demonstrate a privacy program that can comply with NL provincial legislation, including established security, privacy and IM policies and procedures for collection, storage, transfer, copying, modification, use and disposition of personal information and personal health information and an established privacy breach and incident management protocol, that includes immediate notification of any data breaches. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to provide an outline describing how you will meet this requirement in your proposal?	Yes
Technology	The vendor must demonstrate their ability to supply a modern call center equipped with modern technology solutions that enable efficient access to the required systems necessary to support the services. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal? Note - NLHS will provide access to web-based tools for scheduling appointments and sending mailouts. Consideration will be given to the vendors demonstrated ability to evolve with advancing system requirements and the call center’s ability to integrate with and support potential services going forward.	Yes
Telephoy Solutions	The vendor must demonstrate their ability to supply telephony solutions required for call center operations including but not limited to a telephony platform and interactive voice response (IVR) system. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Disruption of Service	The vendor must have an established contingency plan to ensure prompt restoration of services in the event of system downtime, outlining the measures and resources to be deployed to minimize the service impact, and ensure continuous support with minimal disruption. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
Operation Compliance	The vendor is expected to provide assurance to the NLHS of their solution and operational compliance to security best practices. Vendor commercial-off-the-shelf (COTS) solutions are expected to have been subject to a third-party security assessment, of which the executive summary and subsequent risk action plan will be provided to the client upon request. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Data Storage in Canada	All client data will be collected, processed, and stored within Canada. There is no restriction with regards to on-premises vs. cloud solutions. Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline your ability to meet this requirement in your proposal?	Yes
Security & Privacy Training	All call center staff that will potentially be exposed to personal information/personal health information must undergo an enhanced reliability check and complete mandatory security and privacy training. The successful vendor is responsible for ensuring all required personnel meet these requirements throughout the duration of the contract. Note: NLHS will provide access to security and privacy training as required. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Confidentiality Oath	All call center staff that access client data must take an oath of confidentiality that is in perpetuity. Do you acknowledge and agree that you have the capability to meet this requirement?	Yes
Training	The call center must manage call center staff as well as be responsible for agent training, with NLHS as the point of contact for policy and procedure requirements. Up training will be necessary as support requirements change and/or new support programs are added or removed. Note - a reasonable time frame for agent training based on currently supported services would vary between 20-30 hours for new hire agents. This includes a period of "nesting" for the agent(s). Do you acknowledge and agree that you have the capability to meet this requirement? If yes, do you agree to outline how you will meet this requirement in your proposal?	Yes
Implementation Plan	Do you agreement provide an implementation plan and timeline for setup of required call center services in your proposal?	Yes
WHSCC Clearence	Does the successful proponent agree to provide proof that they are registered and in good standing with the Worker’s Compensation Commission?	Yes
Addenda Acknowledgement	Do you acknowledge that you have read and understood each of the addendums (if any) that may have been posted to Merx relative to this RFP?	Yes

View 20 More

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Schedule A	Specifications	Yes	No
Schedule C	RFP Information Form	Yes	No
Schedule D	Confidentiality Agreement	No	No
Schedule F	References	Yes	No
No entries

Envelope 2 - Pricing

Pricing

Item Based

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Schedule B	Financials - Instructions & Additional Items	No	No
No entries

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