Wireless Device and Account Management Services

The Vendor is required to provide wireless device and account management services including monthly bill reviews, plan and rate recommendations, carrier bill issue resolution, rate negotiations, end-user device support and device order placement services.
- Monthly review to include, but not limited to:
•    Voice and data monthly charges
•    Voice and data usage patterns
•    Additional charges and fees
•    Equipment costs
•    Updating/maintaining an active “Directory List”
- Responsible for processing all approved equipment requests for corporate-backed wireless devices, for aiding in the activation and provisioning of each device, and for providing ongoing technical support to Upstate employees.
- Must provide technical support on-site.
- Ordering Portal: Vendor must have successfully developed and deployed a turnkey “Equipment Ordering Portal” to help streamline / standardize the ordering process for employees looking to replace equipment or to order new lines of service. -Requests must require supervisor oversight / approval before they can be processed.
- The portal also must include auto-generated emails to the requesting employee, confirming receipt of the order and outlining the steps needed to prepare for their new equipment (e.g. back-up current device, update the OS).
- must serve as the single point of contact and liaison for the employee and Upstate IT, in terms of device provisioning (e.g. email set -up, Office 365 integration, data content transfer).
- The Portal must include options allowing employees to request line cancellations, service suspensions, and adding or removing international features.
- All of the activity generated through the Portal, must be tracked and reported for periodic reviews and monthly calls.
- Account Support/Maintenance:
•    Adding/removing features (e.g. international features, text, voice mail).
•    Aiding in the “onboarding” / “off boarding” of employees, relative to their wireless services. This includes tracking “0 use” lines of service.
•    Suspending service, cancelling service, processing port requests.
•    Facilitating changes of billing responsibility (e.g. personal to corporate, corporate to personal).
•    Responding to general maintenance questions (e.g. damaged devices, checking upgrade eligibility, equipment pricing).
•    Interacting with the carriers to; address billing errors, request billing credits, process plan changes, troubleshoot service impacting issues.
- Drone Support:
•    Must help provision, troubleshoot, and build on up state’s drone program, which involves the latest 5G cellular technologies.
•    Must be able to provide wireless support to approximately 12 drones to ensure connection with the carrier’s networks.
•    Must participate on the one-hour monthly calls with Upstate and carriers (specifically AT&T) to discuss the roadmap for expanding the program.

- Contract Period/Term: 5 years