CC-1478 - Canada (New Brunswick) - Tele-Care 811 Services - Deadline September 19,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1478

Government authority located in New Brunswick, Canada; based organization looking for expert vendor for tele-care 811 services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide tele-care 811 services.
- Nurse Triage line bilingual service operated by nurses 24/7, 365 days a year.
    • Nurse triage for health symptoms: 60,000 calls a year.
    • After-hours integration for mobile mental health: 900 calls a year with a potential for growth
    • After-hours integration for physician’s offices: 3,300 calls per year with a potential for growth.
- Customer service programs: Monday to Friday 9 to 5 bilingual service
    • Cancer screening line: 4,300 calls a year with a potential for growth.
- Surge capacity via Interactive Voice Response (IVR), automated messaging.
- Links to community and hospital services in real time.
- Ability to provide nurse triage and system navigation via alternative secure communication methods such as chat, text, e-mail, a specific Tele-Care 811 website and videoconference.
- Tele-Care 811 will provide a follow-up communication (such as e-mail, text) post-call to the caller that provides an overview of the interaction, the recommendations provided and links to web content for self-education and self-management.
- Tele-Care 811 is a 24/7, bilingual contact center environment that handles various lines of business and a mix of customer service and nurse handled calls.
- Tele-Care 811 nurses triage calls related to injuries and illnesses and are supported by triage software that is evidence-based.
(2) Approximately call volume will be 60,000 nurse triage calls, 20,000 customer service and fulfillment calls and 50,000 outbound automated calls.
(2) A proponent meeting will be held on August 27, 2019.
(3) Contract period will be five years.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 19 September, 2019

Question Answer Deadline : Tuesday, 27 August, 2019

Category : Call Center and Answering

Country : Canada

State : New Brunswick

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