After Hours Answering Services

The Vendor is required to provide to establish contracts with one or more companies that can provide after-hours answering services.
- Receive phone calls and email notifications between the hours of 4:30 PM - 7:45 AM Eastern Time (EST) Monday through Thursday and 4:30PM Friday to 7:45 AM Monday (EST). 
- Answering services shall be required on State holidays and during emergency State office closings such as widespread flooding and snowstorms.
- The current call scripts are as follows:
•    Network
•    Application support/telecommunications (VoIP/ACD)
•    State Health Connect Security Incident Reporting
- Provide this service 24 hours per day, 7 days per week.
- Provide monthly statistical reports to show the number of calls answered, total number of minutes and the average amount of time for each call.
- Other work that may arise in conjunction with supporting State employees and the use of agency.
- Employee self-service accounts such as:
•    Changing a password for a State employee
•    Unlocking an account for a State employee