121962 O3 DAS Technologies.pdf

Proposal for:

First Tier Unemployment Insurance Call Center Services RFP Number: 121962-O3

Submitted To:

Kyle McConnell Department of Labor 550 South 16th Street Lincoln, NE 68508

Submitted By:

DAS Technologies, LLC 8 The Green, Dover, DE 19901 https://www.agentdas.com

Primary Contact:

Dagmawi Woldesenbet General Manger

📞 +1 408-769-9490 contact@dastopia.com

Submission Date: Jun 27, 2025 https://www.agentdas.com/

Executive Summary 4

1. CORPORATE OVERVIEW 1

Company Identification and Information 1 Financial Statements 1 Change of Ownership 2 Relationships with the State 2 Contract Performance 2 Corporate Experience 2 Project Reference 2 Management Approach 4 Subcontractors 6

2. TECHNICAL RESPONSE 7

2.1 Understanding of the business requirements 7

2.2 Understanding of scope of work 8

2.3 Detailed project work plan 11

2.4 Deliverables and due dates. 14

Appendix A: Financial Statement 17 Appendix B: Personnel Resume and Organizational Chart 18

Personnel Resume 18 Organizational Chart 24

Appendix C: Insurance Certificate 25 Appendix D: Terms and Conditions Acknowledgment 26 Appendix E: Contractual Agreement Form 27

DAS Technologies, LLC 8 The Green, Dover, DE 19901, https://www.agentdas.com

Date: 06/27/2015

To: Nebraska Department of Labor 550 South 16th Street Lincoln, NE 68508

Subject: Response to RFP 121962-O3 – First Tier Unemployment Insurance Call Center Services

Dear Evaluation Committee, DAS Technologies, LLC is pleased to submit this proposal in response to RFP No. 121962-O3 issued by the Nebraska Department of Labor (NDOL) for First Tier Unemployment Insurance Call Center Services.

We appreciate the opportunity to support the State’s critical mission of delivering efficient, claimant-focused services.

We bring to this project more than a decade of operational excellence in managing call center operations for both public and private sector clients. Our experience includes 24/7 bilingual support, surge capacity management, real-time CRM integration, and a strict adherence to regulatory and data security standards all of which are aligned with NDOL’s operational goals and performance benchmarks.

DAS Technologies is legally organized as a Limited Liability Company (LLC) under the laws of the State of Delaware. Our primary place of business is located at 8 The Green, Dover, DE 19901. We are not currently, nor have we been within the last five years, party to any litigation or financial issues that would affect our ability to perform under this contract. There are no organizational changes, debarments, or conflicts of interest that would restrict our eligibility.

Contact Information for this Proposal:

Primary Contact: Dagmawi Woldesenbet, General Manager Phone: 📞 +1 408-769-9490 Email: contact@dastopia.com

We have carefully reviewed the RFP and are fully prepared to comply with all submission, performance, and compliance requirements. Thank you for considering our response. We look forward to the opportunity to partner with NDOL in delivering high-quality, claimant-focused support.

Sincerely, Dagmawi Woldesenbet General Manager DAS Technologies, LLC

Executive Summary Supporting NDOL’s Vision for Efficient, Equitable Claimant Support

DAS Technologies fully understands the Nebraska Department of Labor’s (NDOL) urgent need for a dependable, scalable, and secure first-tier call center operation to enhance the claimant experience and ensure timely delivery of Unemployment Insurance (UI) services. We recognize that this initiative plays a critical role in supporting individuals during economic transitions, and our proposal has been meticulously crafted to align with NDOL’s mission of accountability, efficiency, and claimant-centered service.

Our Comprehensive Call Center Solution

We propose a fully onshore, dedicated call center staffed by trained professionals, designed to meet all performance, security, and accessibility expectations outlined in the RFP. Our key capabilities include:

● Multilingual Support: At least 10% of agents will be bilingual (English/Spanish), supported by real-time third-party interpretation services for other languages.

● CRM Integration & Compliance: Our robust CRM solution integrates seamlessly with

NEworks, offering real-time tracking, role-based access, and export options in Excel, PDF, and

Word formats.

● Queue & Callback Management: Real-time monitoring, three-minute max hold times, and automated callbacks scheduled and confirmed within 24 business hours.

● Secure Onshore Operations: All services will be performed from a controlled U.S. facility, meeting strict data security, access control, and performance monitoring standards.

● KPI-Driven Performance: Average Speed to Answer (ASA) under three minutes, AHT below ten minutes, and a CSAT score of at least 85%.

Commitment to NDOL’s Long-Term Success

Our solution is not only built to meet the current demands but is future-ready. We bring decades of combined experience, reliable past performance on public-sector projects, and a proven record of operational excellence. Our dedicated team is prepared to handle the variability in call volumes, ensure seamless service delivery across peak periods, and maintain NDOL’s public trust. DAS Technologies is proud to stand ready to support Nebraska’s workforce and deliver measurable improvements in claimant experience and operational efficiency.

1. CORPORATE OVERVIEW

Company Identification and Information Company Name: DAS Technologies

Headquarters Address: 8 The Green, Dover, DE 19901

Website: https://www.agentdas.com

Entity Organization: LLC

State of Incorporation: _______________________________

Year Established: ____________________________________

Organizational Changes: No structural or organizational changes since inception.

Nebraska Secretary of State Registration: DAS Technologies is not currently registered with the

Nebraska Secretary of State. However, DAS will promptly complete all registration requirements prior to contract execution, as outlined in the RFP.

DAS Technologies is a U.S.-based provider of innovative customer service and call center solutions. With over a decade of operational experience, we specialize in scalable support systems and data-driven communication strategies designed to enhance client-customer engagement.

Financial Statements DAS Technologies is a privately held organization. As such, we are providing a company profile that includes a detailed description of our organizational longevity, client base, areas of specialization, and professional expertise. Our business model has supported steady growth and long-term client retention across multiple sectors, including government and commercial contracts.

We have not experienced any judgments, litigation, or financial reversals that could materially affect our business stability. There are no known conditions that could impact our financial standing.

Full financial statements and banking reference are included in the attached Appendix A.

Banking Reference:

Please provide the name: JPMorgan Chase Bank, N.A.

Address: P O Box 182051 Columbus, OH 43218 - 2051

Change of Ownership No change in ownership or control of DAS Technologies is anticipated within the twelve (12) months following submission of this solicitation response. Should any such change occur, DAS

Technologies will notify the State in accordance with contractual requirements.

Relationships with the State DAS Technologies has not had any prior contracts with the State of Nebraska within the past five

(5) years. If this changes or historical data exists under a different entity name, we will provide contract numbers and references.

To our knowledge, no employees or subcontractors named in this proposal are currently or were within the last twelve (12) months employed by the State of Nebraska. Additionally, no DAS

Technologies employees currently serve in any capacity with a Nebraska state agency.

Contract Performance DAS Technologies has not had any contracts terminated for default in the past five (5) years. We have maintained a strong record of performance on all our service contracts.

We have had no contracts terminated for non-performance, non-allocation of funds, or for convenience during the referenced period.

Corporate Experience DAS Technologies has extensive experience in delivering high-quality call center solutions for both public and private sectors.

Detailed descriptions of our deliverables and methodologies including call-taking, reporting, recordkeeping, and escalation handling are outlined in the Technical Response section.

Project Reference Below are recent client references demonstrating our experience managing high-volume, customer-facing call center operations.

Reference #1 Reference #2 Reference #3 Reference #4

COMPANY HomeAway City of Austin T-Mobile Asurion

Contact Name Kristen Simmons Abraham

Abundis-Guzman

Abenezer

Abraham

Eyoael Fikre

Contact Title Customer Support

Manager

Sr. Customer

Support

Representative

Technical

Support

Specialist

Senior

Support

Manager

Contact Phone 512-850-1024 512.547.9928 (629) 259 -

(615) 424 -

Mailing Address 11800 Domain

Blvd #300, Austin, TX 78758

301 W. Second

St., Austin, Texas

78701

P.O. Box

742596.

Cincinnati, OH

45274-2596

648 Grassmere

Park Ste 300, Nashville, TN

37211

Email ktensimms@outlo ok.com abraham.abundisg uzman@austintex as.gov

Aabraham2615

@gmail.com

Belayneheyfikr e@gmail.com

Table 1: References from past experience

Key Deliverables and Services

Our experts at DAS Technologies have provided the following key deliverables and services to the above referenced projects fulfilling and exceeding outlined service requirements in their respective RFPs.

● 24/7 Customer Support: through Routine overnight call taking and As-needed assistance services. Routine overnight call taking services provide continuous support during non-business hours, ensuring that organizations remain accessible to customers around the clock. And, As-needed assistance call taking services offer immediate support for urgent situations as during severe weather conditions outside of regular business hours. Together, these call taking services ensure that services remain accessible and responsive 24/7, bolstering customer satisfaction, loyalty, and trust in provided services.

● Recordkeeping: involves systematically documenting all interactions between callers and representatives. This includes logging details such as caller information, reason for the call, actions taken, resolutions provided, and any follow-up required. This data can be analyzed to identify trends, improve operational efficiency, and make informed decisions for resource allocation and process improvement.

● Reporting: involves analyzing data collected from customer interactions to generate insights and metrics. This includes tracking key performance indicators (KPIs) such as call volume, wait times, resolution rates, customer satisfaction scores, and agent productivity.

● Multilingual Support: Offering support in multiple languages to cater to a global customer base specially for English and Spanish customers.

● Technology-Driven Solutions: Implementing AI and machine learning tools to enhance customer interaction and service delivery.

● Training and Development: Equipping customer service teams with the skills to excel in every customer interaction through comprehensive training programs. Call center representatives have been trained to provide accurate information, offer solutions, and ensure a positive customer experience while maintaining professionalism and courtesy throughout the interaction.

Management Approach Our proposed team is composed of skilled, experienced professionals in call center operations, technical support, and customer service management.

Proposed Team and structure:

Our consultant team is composed of highly skilled professionals with experience in Call Center

Service and customer service management. The team includes:

Name Role Overview and Key Responsibilities

Aida Solomon Project Manager Over 10 years of experience in project managemen.Successfully managed over 20 large-scale projects with a focus on service automation and technology integration.

Ability in data-driven decision-making and a strong advocate for two-way communication channels.

Overseeing project execution & client coordination

Mary Neway Senior

Consultant

More than 10 years of experience ,15% increase in organizational efficiency through strategic planning initiatives.

Inspirational leadership that has led to enhanced team performance and community engagement.

Experience in sales and marketing, with a proven history of developing and executing successful strategies.

Ensuring quality assurance and strategic alignment

Kris San Senior Call

Center Manager

Dual role as Senior Call Center Manager and Bilingual Customer

Representative Consultant, with over 12 years of experience in the industry.

Expertise in call center management, with a proven history of managing up to 30 customer service representatives, focusing on high-quality customer service.

Fluent in multiple languages (Spanish and English), offering accessible communication for diverse populations and enhancing customer experience.

Supervising operations & workforce management

Ensure that the Call Center Service is accessible to non-English speakers, supplying support and assistance in multiple languages.

Gemechu Sultan Technical

Support/Custome r Rep

More than 6 years of experience in technical Support/Customer

Service Representative with experience in educating customers on account features and troubleshooting communication issues.

Proficient in multitasking across multiple systems and platforms to resolve customer inquiries effectively, Demonstrated ability to collaborate across departments to meet both business and customer needs.

Managing IT infrastructure & call handling tech

Table 2: Key personnel and their role

Company Culture: Our team operates on principles of personalized service, innovation, and continuous improvement. These values are fully aligned with the goals of the Nebraska

Department of Labor. We emphasize integrity, accessibility, and proactive problem-solving, especially in high-volume and time-sensitive environments like UI claimant support.

The call center will be led by the Project Manager Aida Solomon, who reports directly to executive leadership and oversees all operational activities through the Call Center Manager.

Supervisory leads will monitor daily agent performance, ensuring real-time QA, KPI adherence, and escalation handling. Regular coordination meetings will maintain alignment with NDOL goals.

The structure of the team detailing the lines of communication and levels of authority or organizational chart and summarized résumés are included in Appendix B. Full résumés detailing academic background, professional certifications, and professional references per individual are attached and available upon request.

https://drive.google.com/file/d/1PEiZ3FuGK-7lwffPBkw0PvhHWQOCVrow/view?usp=sharing

Subcontractors DAS Technologies does not intend to subcontract any portion of the proposed work at this time.

All services including staffing, training, infrastructure, CRM integration, and customer service delivery will be executed and managed by in-house personnel.

https://drive.google.com/file/d/1PEiZ3FuGK-7lwffPBkw0PvhHWQOCVrow/view?usp=sharing

2. TECHNICAL RESPONSE

2.1 Understanding of the business requirements

The Nebraska Department of Labor (NDOL), through its Unemployment Insurance (UI)

Division, has articulated a clear and urgent need for scalable, responsive, and high-quality first-tier call center services to support the administration of unemployment insurance benefits.

Our organization recognizes that this solicitation is not merely a request for staffing support. but

We recognize this initiative as an opportunity to enhance claimant engagement, minimize wait times, and deliver responsive service.

We understand that NDOL processes approximately 71,000 calls annually, with significant variability driven by seasonal employment patterns, economic cycles, and public holidays. These fluctuations necessitate a flexible and reliable partner capable of adjusting resources swiftly while maintaining service continuity. We are fully prepared to manage call surges during peak seasons (November–February and May–July), high-volume days (Monday, Tuesday, Friday), and critical time windows (especially 8:00–9:00 AM and 12:00–1:00 PM CST), including the immediate business days following State holidays.

The call center support model requested by NDOL involves a dual service structure:

1. First-Tier Inquiry Resolution – handling common and routine inquiries directly, and

2. Escalation Management – capturing, scheduling, and accurately tracking approximately

9,000 complex issue callbacks annually (around 15% of total call volume), which must be seamlessly transitioned to NDOL's internal Claims Center personnel.

We acknowledge the critical requirement that all operations be conducted from a secure, onshore facility located within the United States. This stipulation is integral to protecting claimant data and ensuring compliance with applicable state and federal regulatory standards governing unemployment insurance.We maintain secure voice infrastructure, certified agents, and strict data protocols aligned with NDOL standards.

Additionally, we recognize NDOL's commitment to inclusivity and accessibility. The project requires not only proficient English-speaking support but also effective communication for approximately 5,000 non-English speaking claimants annually, predominantly Spanish-speaking.

Our staffing and training plans reflect this linguistic diversity to ensure equitable access for all claimants.

Our solution is designed to:

● Reduce average call wait times.

● Maintain and exceed service level expectations, achieving SERVQUAL.

● Ensure accurate information capture for complex claim scheduling.

● Adapt dynamically to NDOL’s peak periods without degradation in service quality.

Strengthen claimant satisfaction and public trust in NDOL’s responsiveness

We understand that the successful bidder must not only execute a high-performing call center operation but also embody the NDOL’s values of accountability, efficiency, and claimant-centered service. Our organization is aligned with this vision and is fully committed to supporting the State’s goals through operational excellence and partnership integrity.

2.2 Understanding of scope of work

We fully understand that the Nebraska Department of Labor (NDOL) requires a comprehensive, high-performance, first-tier call center operation to manage all incoming claimant inquiries related to the Unemployment Insurance (UI) program. The contractor will be responsible for answering 100% of all eligible inbound calls, delivering consistent, courteous, and knowledgeable first-contact support. Inquiries will primarily consist of status updates, documentation requirements, program guidance, and technical assistance. A key component of our responsibility will be to assess whether inquiries can be resolved immediately or require escalation to NDOL personnel. In such cases, the contractor is expected to schedule a timely callback within a 24-business-hour window and ensure all relevant information is accurately captured and logged in both the CRM system and NDOL’s NEworks platform.

Effective queue management is a critical element of this contract. We understand that the contractor must ensure callers are not held in queue longer than three minutes. In instances where the threshold is exceeded, we will promptly notify the NDOL point of contact (POC) and provide both a real-time update on current wait times and a corrective action plan. Callers waiting more than three minutes will be offered the option of a callback, with an estimated timeframe for follow-up, in accordance with NDOL guidelines. Our commitment includes timely communication with NDOL, submission of daily pending callback summaries, and immediate escalation if a callback is missed or inaccurately scheduled.

Our team will handle each customer interaction with professionalism, empathy, and efficiency.

Agents will use clear, respectful communication techniques and will actively collect, track, and report customer feedback. All claimant feedback mechanisms, including after-call surveys, will be submitted to NDOL for approval prior to deployment, and make results available for review to drive continuous service improvement.

We understand that a critical element of the scope involves the use of a robust, configurable, and fully integrated Customer Relationship Management (CRM) system. Our CRM will capture all required claimant details including name, phone number, last four digits of SSN, call disposition, detailed issue summary, and callback times—and will integrate seamlessly with NEworks and other NDOL systems. The CRM will support customizable workflows, role-based access, real-time case and activity tracking, reporting, and analytics. It will allow NDOL staff to easily view, prioritize, assign, and resolve callback cases, and will generate automated reports to support performance analysis and compliance monitoring. The CRM will also support activity assignment, due date tracking, reminder alerts, and export functionality in Excel, PDF, and Word formats to meet NDOL’s reporting needs.

Case management functionality will include end-to-end call tracking, performance rating of agents, and dashboards to assess KPIs, team activity, customer satisfaction, and workload distribution. Users will be able to view cases individually, by team, or across the organization.

Pre-configured templates and guided call scripts will streamline service delivery and ensure standardization across interactions. All CRM configurations and updates requested by NDOL will be implemented within 24–48 hours.

A crucial component of our scope understanding is the contractor’s role in managing and executing callback procedures. When a call requires escalation, we will log and schedule a callback that is confirmed with the claimant to ensure availability, and completed within 24 business hours, as required by NDOL. All callback-related data will be documented and submitted weekly, including summary reports to assist NDOL with resource allocation. Any missed or failed callbacks will be escalated immediately to NDOL’s designated point of contact, along with a corrective action report outlining follow-up steps. Our CRM will enable NDOL to manage and assign callbacks efficiently within 15 minutes of the request across multiple staff.

Call answering performance will also be held to a high standard. We acknowledge that at least

95% of all incoming calls must be answered at all times, and at least 98% of total calls must be addressed (excluding IVR-dropped calls). Hold times must not exceed two minutes, and at least

80% of inquiries must be resolved on the first contact. Escalations will be limited to those requiring specialized knowledge.

Our IVR system will offer caller-friendly features such as queue-based callback options, multi-language support, and routing based on language preference or call intent. The IVR must be scalable, configurable within 48 hours, and capable of tracking queue performance, escalating complex cases, and supporting detailed reporting and analytics. Our system design ensures seamless routing, performance visibility, and integration with existing and future NDOL technologies. All IVR scripts and live agent call scripts will be submitted to NDOL for initial approval and will be reviewed periodically for updates based on NDOL policy changes.

To maintain service quality and meet contractual obligations, we will assign staff exclusively dedicated to this contract, with the capacity to scale up or down based on seasonal volume.

Performance standards will be stringently followed, including the following KPIs: an average speed to answer (ASA) of three minutes or less; average handle time (AHT) of 10 minutes or less; after-call work (ACW) under 1.5 minutes; an abandoned call rate of 10% or less; repeat caller percentage under 20%; scheduled callbacks not exceeding 20%; and a customer satisfaction score (CSAT) of at least 85%. Additionally, we will ensure at least 95% of all calls

(including callbacks). All required data including claimant identity, contact details, issue summaries, and call outcomes will be accurately captured and recorded in both our CRM system and NDOL’s NEworks platform.

We also understand the importance of visibility and accountability. We will participate in monthly meetings with NDOL to review performance, and attend additional or in-person meetings in Lincoln, Nebraska as needed for policy updates, process improvements, or contract transitions—all at our expense. Furthermore, we recognize NDOL’s authority to conduct on-site and online monitoring of our call center operations, including inspections, interviews, and quality assurance reviews.

As part of our quality assurance framework, we will maintain call recordings for a minimum of

30 days and provide access to any requested recording within 24 hours. We will implement a comprehensive QA process that includes live call monitoring, agent coaching, feedback loops, and adherence audits. This framework will ensure that all calls are managed in a professional manner and in full compliance with NDOL expectations.

In summary, our organization is fully prepared to meet the extensive operational, technical, and performance requirements outlined in the Scope of Work. We are committed to delivering a high-quality, compliant, and responsive call center solution that aligns with NDOL’s objectives and service standards.

2.3 Detailed project work plan

Our proposed solution meets all operational and technical requirements as outlined in the RFP and is designed to provide the Nebraska Department of Labor (NDOL) with a fully compliant, secure, and responsive call center operation. All services will be delivered from a dedicated, onshore facility located within the United States. This facility is owned and operated by our organization and is equipped with secure, access-controlled workstations that fully comply with

NDOL's prohibition on telework or remote work. Each agent will work onsite from secure workstations, ensuring confidentiality and integrity of claimant data.

Our organization will operate in full compliance with all applicable federal and state laws and regulations throughout the contract term. We have internal compliance protocols in place to ensure adherence to legal requirements for data protection, unemployment insurance handling, and employment standards.

We will deliver a complete, turnkey call center solution that includes all necessary infrastructure, personnel, technology, and operational oversight. This includes trained agents and support staff, secured office space, telephony and computing hardware, CRM platforms, software, and data network infrastructure. A dedicated toll-free (800) number will be provided for call routing, with the flexibility to integrate with NDOL’s existing number if required. All call handling systems will be maintained entirely by the contractor, with no reliance on State-provided equipment or resources.

Inbound call services will be available Monday through Friday, from 8:00 AM to 5:00 PM CST, excluding official State holidays. Any changes to these service hours will be coordinated and approved in writing with NDOL. Staffing oversight, including hiring, onboarding, payroll, time tracking, performance management, and terminations, will be handled entirely by our internal operations and human resources teams.

Language access is a key component of our solution. At least 10% of call center agents will be bilingual in English and Spanish across all business hours. We will also maintain access to a third-party telephonic interpretation service capable of supporting non-English and non-Spanish languages, with all associated costs incorporated into our cost proposal.

Call handling will include both general claim inquiries and the scheduling of approximately

9,000 annual callbacks for more complex issues. These callbacks will be documented and tracked using our CRM system and will be coordinated with NDOL’s internal Claims Center.

Our system will integrate with NDOL’s infrastructure to ensure seamless information flow.

Callbacks will be scheduled and completed within twenty-four (24) business hours, or at the next earliest availability if none exists within that window. The callback time will be confirmed with the claimant at the time of scheduling to ensure contact availability. In cases where a callback is missed or not scheduled properly, we will immediately escalate the issue to NDOL’s designated point of contact and ensure the matter is promptly resolved.

We will implement a multi-language Interactive Voice Response (IVR) system to support caller triage, scripted messaging, and automated routing based on NDOL-approved scripts. Call scripts for both IVR prompts and live agents will be developed and submitted for NDOL’s review and approval prior to implementation. These scripts will be updated regularly based on NDOL feedback.

All necessary claimant data including name, address, claim number, phone number, and mother’s maiden name will be collected and accurately entered into both our CRM platform and the

NEworks system. Our CRM supports data export in formats including Excel, PDF, and Word, as required by NDOL.

Staffing will include a dedicated Account Manager who will serve as the primary point of contact for NDOL and will possess extensive experience in managing public sector call center operations. In addition, onsite supervisors and quality assurance analysts will ensure operational standards are maintained during all service hours.

Our training program will begin with a two-week “Train-the-Trainer” session facilitated by

NDOL, after which our organization will assume full responsibility for ongoing training and onboarding. The training curriculum will include customer service principles, sensitivity awareness, conflict resolution, script adherence, confidentiality, technical systems training, and federal/state unemployment insurance procedures. Refresher training and quality assurance checks will be conducted regularly. All training records, manuals, and updates will be submitted to NDOL for review and approval.

Performance monitoring will be conducted jointly, with monthly assessments led by NDOL and supported by our management team. Any identified deficiencies in performance or staffing levels will be resolved at our expense. We will proactively monitor metrics and reallocate staff to maintain service standards as required.

In the event of a service disruption, our team will notify the designated NDOL contact immediately and provide real-time updates along with a resolution timeline. We have a documented incident management process in place, including system redundancies, to restore operations quickly and minimize claimant impact.

The following table outlines our proposed implementation timeline, detailing key activities, responsible personnel, and target completion dates to ensure a smooth and timely transition to full operational status in alignment with NDOL’s requirements.

Phase Key Activities Responsible Party Timeline

Project Initiation Contract finalization, project planning

Project Manager Day 1–5

System

Configuration

CRM, IVR, telephony setup Technical Lead Week 1–2

Script

Development

Call script drafts + NDOL approval

Training Coordinator Week 2

Train-the-Trainer NDOL-led sessions NDOL / Training Lead Week 3

Internal Agent

Training

Onboarding, simulations, systems training

QA & Ops Leads Week 3–4

Pilot Testing Soft launch, QA monitoring QA Manager Week 5

Launching Full service launch All Teams Week 6 onward

Performance

Review

Monthly performance evaluation NDOL + Project

Manager

Monthly post-launch

Table 3: Work Plan

2.4 Deliverables and due dates.

Our proposed solution includes a defined schedule of deliverables to ensure readiness, transparency, and sustained performance throughout the contract period. As a foundational step, we will submit a comprehensive project plan outlining all phases of implementation. This will include project kickoff, systems integration, NDOL-led “Train-the-Trainer” sessions, contractor-led staff training, a pilot testing period, and full-scale implementation. The project plan will contain specific timelines, milestone tracking, responsible personnel, and a proactive schedule management approach to ensure each phase remains on track. Updates to the plan will be made available to NDOL as required.

We will provide a fully configured toll-free (800) number for claimant call routing prior to go-live. Should NDOL prefer to utilize its existing number, our telephony system will support seamless integration. All telephony and CRM systems, including the IVR platform, will be fully integrated with NDOL infrastructure. These systems will be configured to NDOL’s specifications to support real-time tracking, call routing, data collection, and reporting.

Prior to system launch, we will submit customized agent call scripts for both live agents and IVR prompts will be submitted to NDOL for review and approval prior to implementation and updated regularly based on NDOL’s feedback. These scripts will support consistent communication and compliance with claimant service expectations and will be maintained throughout the contract based on any policy updates provided by NDOL.

Training deliverables include the completion of NDOL’s initial “Train-the-Trainer” program for supervisors and leads. Following this, we will conduct structured internal training sessions for all agents. Training will cover customer service standards, confidentiality, unemployment insurance procedures, technical systems use, and script familiarity. Ongoing training for new hires and current staff will be conducted continuously, and training records, materials, and updates will be submitted to NDOL for review and approval. All training manuals, training records, and materials will be submitted to NDOL for review and approval, and kept updated throughout the contract.

Live call center operations will begin on the agreed launch date, providing inbound call support from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding recognized State holidays.

Daily services will include claimant inquiry handling, scheduling of approximately 9,000 annual callbacks for complex issues, multilingual support, and data entry into both the contractor’s

CRM and networks. All callbacks will be accurately scheduled and tracked, ensuring that claimant information is recorded and transmitted in compliance with NDOL’s requirements. All callbacks will be scheduled and confirmed with the claimant to ensure availability, and any missed or incorrectly scheduled callbacks will be immediately escalated to the NDOL POC for resolution.

Performance reporting will consist of a real-time dashboard accessible to NDOL daily, featuring performance indicators such as call volumes, agent efficiency, customer satisfaction, and SLA adherence. The dashboard will display call volume, system performance, agent efficiency, service level adherence, and caller satisfaction. In addition, ad hoc reports will be available upon request, with timelines for delivery coordinated with NDOL. Customized ad hoc reports will be available upon NDOL’s request, with delivery timelines determined in mutual agreement

We are committed to meeting NDOL’s specified performance standards, including: an average speed to answer (ASA) of three minutes or less, average handle time (AHT) of ten minutes or less, after-call work (ACW) of no more than 1.5 minutes, a call abandonment rate not exceeding

10%, a repeat caller rate of 20% or less, and scheduled callback percentage capped at 20%.

Furthermore, we will maintain a customer satisfaction (CSAT) score of 85% or higher throughout the term of the contract.

In the event of any service disruption, our operations team will notify NDOL’s designated contact immediately, provide details of the issue, and offer a clear and timely plan for resolution.

This protocol ensures service continuity, rapid issue resolution, and minimal disruption to claimants relying on NDOL’s support infrastructure.

Appendix A: Personnel Resume and Organizational Chart

Personnel Resume

Organizational Chart

Appendix B: Insurance Certificate Upon award notification, DAS Technologies will promptly provide the required certificate of insurance to the state.

Appendix C: Terms and Conditions Acknowledgment DAS Technologies acknowledges and accepts all terms and conditions outlined in the RFP, including the State of Nebraska’s standard contract provisions. We confirm that we take no exceptions to any terms, clauses, or requirements set forth in the solicitation. We understand that this acceptance forms a binding part of our proposal and affirms our commitment to full compliance upon contract award.

DAS Technologies acknowledges and accepts all terms and conditions outlined in the RFP, including the State of Nebraska’s standard contract provisions. We confirm that we take no exceptions to any terms, clauses, or requirements set forth in the solicitation. We understand that this acceptance forms a binding part of our proposal and affirms our commitment to full compliance upon contract award.

Dagmawi Woldesenbet

General Manager

DAS Technologies

Appendix D: Contractual Agreement Form(Attached as a separate document)

Deliverable Section Summary of Total Project Costs Annual Cost Year 1 Optional Renewal One Annual Cost Optional Renewal Two Annual Cost Optional Renewal Three Annual Cost Optional Renewal Four Annual Cost V.B.6.b.i Interpretation expenses (paid biweekly) $12,000.00 $12,000.00 $12,000.00 $12,000.00 $12,000.00 V.D. a Project Planning and Management $180,320.00 $180,320.00 $180,320.00 $180,320.00 $180,320.00 V.D. b Outline and phase management $66,600.00 $66,600.00 $66,600.00 $66,600.00 $66,600.00 V.D. c Daily First Tier Support and call reporting (paid biweekly) $366,080.00 $366,080.00 $366,080.00 $366,080.00 $366,080.00

Total Project Costs $625,000.00 $625,000.00 $625,000.00 $625,000.00 $625,000.00

COST PROPOSAL

NDOL Call Center Support for Unemployment Insurance Services

RFP 121962 - o3 Bidder’s Name:____________DAS Technologies LLC________________

Bidder to complete the following cost proposal, which shall include all costs of staffing including labor, employee benefits and all statutory employment costs and all other direct costs of operating the call center as described in Section V of the RFP.

Appendix A: Personnel Resume and Organizational Chart

Personnel Resume

Organizational Chart