Business Process Outsourcing (BPO) Call Center Services

The Vendor is required to provide providing business process outsourcing (BPO) call center services.
- The types of calls (Call Type) to be outsourced will be:
o First Notice of Loss (FNOL)/Claims Status Calls (24x7x365);
o Tier I Calls (basic support);
o Tier II Calls (specialized support); and,
o Catastrophe (CAT) Response Calls (if/when needed upon 72-hour notice).
- Citizens encourages Vendors to offer additional value-added services, such as expert BPO consulting services, technology solutions in support of BPO, outbound calling services, live chat, chatbots, virtual AI, contact center automation, intelligent virtual assistants, and other artificial intelligence technology capabilities
- Following selection criteria:
o The quality, design, approach, workmanship, prior relevant experience, and demonstrated ability of the Vendor to effectively provide the Services and/or meet the goals of this ITN;
o The price and total cost of ownership for the Services;
o The reasonableness of the contractual terms, including service level agreements;
o Vendor’s ability to track performance and quality assurance metrics;
o Vendor’s Disaster Recovery and Business Continuity Plans;
o Whether the number of Vendors who may handle each Call Type is sufficient for the potential volume of calls;
o Vendor’s scalability and ability to provide quality and timely Services to Citizens during the term of the Agreement; and
o Additional related value-added services that are in the best interest of Citizens.
- Annual Call Volume:
• Tier I:
2022: 1,631,005 inbound calls
2023: 1,175,944 inbound calls
2024: 1,026,704 inbound calls
• Tier II:
2022: 256,079 inbound calls
2023: 217,920 inbound calls
2024: 170,542 inbound calls
• FNOL/Claim Status Calls:
2022: 291,215 inbound calls
2023: 234,294 inbound calls
2024: 337,328* inbound calls
- Contract Period/Term: 5 years