One Call Center Services

The Vendor is required to provide one call center to transition and operate the center for the period beginning July 1, 2026 and ending June 30, 2029, with options to extend, by mutual agreement, for three (3) twelve-month periods.
- The primary services provided by the provider shall be the operation of the center which will be a statewide notification center, pursuant to HRS chapter 269e.
- System personnel shall be the responsibility of the provider and be assigned as necessary to accomplish the performance requirements as set forth herein.
- Establish performance standards for the operation of the center for the purpose of promoting accuracy, cost effectiveness, and efficiency, and include but not be limited to the following key measurements:
A. Average speed to answer
1. Process 
•    The center shall have the capability of identifying, on the average, how long a caller has to wait before their call is answered by a CSR. 
•    Average speed to answer should be captured on a half-hour basis and accumulated for the day. 
•    Any half-hour period with zero calls shall be excluded from the daily average.
2. Service level 
•    Calls should be answered within 30 seconds or less.
B. Abandoned calls
1. Process 
•    The center shall identify the number of calls abandoned after waiting for over 30 seconds and how long callers waited for an answer before hanging up. 
2. Service level 
•    An objective service level shall be set based on percentage of calls that are abandoned. 
•    An abandonment rate of less than 5% by callers that waited in excess of 30 seconds should be the objective.
C. Customer satisfaction
1. Process 
•    Annual customer satisfaction surveys shall be conducted through varied media. 
•    Service level - an objective service level shall be based on percentage of caller's responses. 
•    The objective should be 90% customer satisfaction with service.
- On each working day that the center transmits at least one notification of proposed excavation to a facility operator, the center shall forward to those operators a log indicating the time each notification was transmitted and the name of the proposed excavator. 
- The center should establish the following minimum criteria for quality of locate request delivery:
•    Average emergency ticket transmission time (<30 minutes)
•    Average short-notice ticket transmission time (<30 minutes)
•    Average regular and routine ticket transmission time (<30 minutes)
•    The ticket information should be transmitted in an electronic data format that allows the receiving equipment to separate and extract the data.
- Monitor the incoming locate requests to outgoing ticket transmissions and calculate the ratio thereof.