121962 O3 Direct Interactions Attachment 1.xlsx

Instructions

Minimal Requirements

Required Responses

Physical Security To meet NDOL’s requirement for an onsite presence, Direct Interactions will establish and operate a secure physical facility in Lincoln, Nebraska, which will serve as the central hub for call center operations. This facility will be equipped with the following physical security controls:

In addition to the Lincoln facility, Direct Interactions maintains multiple secure office locations across the United States. These sites are part of our business continuity and disaster recovery strategy, ensuring uninterrupted service delivery in the event of regional disruptions.

Technological Security Our cloud-based infrastructure, powered by Amazon Web Services (AWS) and Amazon Connect, provides a secure, scalable, and resilient environment for all service operations. Key technological safeguards include:

Experience Handling PPI and Sensitive Information Direct Interactions has a proven track record of securely managing PPI and sensitive data for government and enterprise clients. We are fully compliant with HIPAA, FISMA, and other applicable data protection regulations. All employees undergo background checks and complete mandatory training in data privacy, cybersecurity, and incident response.

Data Governance and Compliance To ensure that all data resulting from services provided to NDOL is properly secured and used only as authorized:

Direct Interactions is dedicated to upholding the highest standards of security and confidentiality. Our hybrid model anchored by a secure physical presence in Lincoln and supported by a resilient national infrastructure that ensures that NDOL’s data is protected at every level. We will work closely with NDOL to ensure full compliance with all contractual and regulatory requirements.

See also V.C.3.E.v The IVR shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. Describe in detail your Interactive voice response system. Include the total capabilities and any self-service options. Our implementation of Amazon Connect’s Interactive Voice Response System (IVRS) is designed to deliver a seamless, intelligent, and scalable customer experience. The system is built using a visual drag-and-drop interface which allows us to create and manage call flows that are both dynamic and easy to update.

The IVR shall:

• Process calls per NDOL-approved scripts:

Amazon Connect allows for the creation of custom call flows that follow specific scripts. These flows can include pre-recorded messages, dynamic prompts, and decision trees that align with NDOL’s approved language and logic.

• Offer multi-language support:

Amazon Connect supports over 70 languages and dialects for IVR prompts using Amazon Polly, a text-to-speech service. This allows us to deliver menu options, hold messages, and notifications in multiple languages. Additionally, we can integrate Amazon Lex for natural language understanding in over 25 languages.

• Monitor system performance continuously:

Amazon Connect includes real-time monitoring tools and integrates with Amazon CloudWatch to track system health, call flow performance, and infrastructure metrics. Alerts and dashboards can be configured to notify administrators of any anomalies or performance issues.

• Provide detailed IVR reporting to NDOL:

Amazon Connect offers both real-time and historical reporting. Reports can include call volumes, wait times, abandonment rates, and IVR path analytics. These can be exported or visualized using tools like Amazon QuickSight, Amazon OpenSearch, or third-party BI platforms.

V.C.3.E.v – Agent Monitoring and Queue Performance Amazon Connect provides comprehensive tools for monitoring agent status and queue performance, including:

Amazon Connect enables a wide range of self-service options, including:

With Direct Interactions’ implementation of Amazon Connect’s IVRS, our clients benefit from a range of features and services to fit both cost-conscience consumers as well as those who require a more customized build-out. Our IVRS provides a secure, scalable, and highly customizable IVR platform with built-in tools for multilingual support, real-time monitoring, agent performance tracking, and detailed reporting.

Comprehensive and Continuous Training Program Our training curriculum is structured to provide agents with the knowledge and tools necessary to perform all services required by NDOL. The program includes:

This program is continuously updated to reflect changes in NDOL policy, claimant needs, and service expectations.

Policy-Aligned Instruction with NDOL Oversight All agents will be trained in Federal, State, and Local policies, procedures, and NDOL-specific operations. Training content will be reviewed and approved by NDOL prior to delivery. Our team will participate in NDOL-led “Train-the-Trainer” sessions to ensure alignment and accuracy.

Training Manuals and Records Direct Interactions will develop and maintain detailed training manuals, desk guides, and training records. These materials will be submitted to NDOL for review and approval and updated regularly to reflect any changes in procedures or policy.

Ongoing Provision of Training Materials NDOL will receive copies of all training materials on an ongoing basis. This includes updates to manuals, LMS content, quick reference guides, and scenario-based training modules. Materials will be delivered electronically and stored in a secure, shared portal accessible to NDOL staff.

Ongoing and Refresher Training with Dedicated Onsite Trainer We will implement a structured schedule for ongoing and refresher training. A dedicated trainer will be assigned to the NDOL project and will be physically present onsite to conduct training sessions, support new hire onboarding, and facilitate quality assurance-driven coaching. Weekly coaching sessions and QA calibration meetings will ensure continuous alignment with NDOL’s expectations.

Direct Interactions offers NDOL a fully compliant, real-time reporting ecosystem that delivers continuous visibility into all key performance indicators through secure dashboards, customizable reports, and integrated quality assurance tools. Leveraging Amazon Connect, Power BI, and a proprietary CRM, our system provides detailed call statistics, interval-based analytics, live call volume monitoring, service level tracking, agent performance metrics, and categorized call insights. With daily, weekly, and monthly reporting, ad hoc customization, and full auditability, NDOL will have the tools necessary to monitor performance, assign work efficiently, and drive continuous improvement with confidence and transparency.

Real-Time Dashboard Access NDOL will have continuous access to a secure, web-based dashboard that displays the most important key performance indicators (KPIs). This dashboard is updated in real time and is accessible daily to ensure immediate visibility into the call center’s performance. The dashboard includes:

Ad Hoc and Scheduled Reporting In addition to real-time dashboards, Direct Interactions will provide NDOL with:

Customization and Data Accessibility

Quality Assurance Integration Our QA framework is embedded within the reporting system. Supervisors conduct weekly audits using standardized scorecards, and results are incorporated into monthly reports. NDOL will also have access to:

Through this collaborative and transparent reporting ecosystem, Direct Interactions ensures that NDOL will have continuous, real-time access to the data and insights necessary to monitor performance, enforce accountability, and drive continuous improvement. Our commitment to proactive communication, customizable reporting, and operational visibility guarantees that NDOL can confidently oversee all aspects of call center operations and maintain the highest standards of service delivery.

Real-Time and Historical Monitoring Direct Interactions will utilize Amazon Connect and Power BI to provide NDOL with real-time and historical performance dashboards. These tools allow for continuous visibility into key performance indicators (KPIs) such as:

Supervisors and quality assurance (QA) analysts will monitor live calls and dashboards to identify performance trends and intervene proactively when service levels deviate from established benchmarks.

Call Recording and Evaluation All calls will be recorded and stored securely in compliance with Federal and State security standards. Recordings will be retained for a minimum of 30 days and made available to NDOL upon request within 24 hours. Our QA team will evaluate a randomized sample of calls weekly using standardized scorecards that assess:

These evaluations will be used to coach agents, identify training needs, and ensure compliance with NDOL’s protocols.

QA Scorecards and Coaching Each agent will be evaluated using internal QA scorecards tailored to NDOL’s requirements. These scorecards are calibrated in collaboration with NDOL to ensure alignment with program goals. Agents receive weekly one-on-one coaching sessions based on QA results, and performance trends are addressed through targeted refresher training or workflow adjustments.

Client Oversight and Calibration NDOL will be invited to participate in regular QA calibration sessions to ensure consistency in scoring and expectations. These sessions foster transparency and allow NDOL to provide direct input into the quality monitoring process.

Reporting and Transparency Direct Interactions will provide NDOL with:

All reports will be accessible via a secure web portal and can be customized to NDOL’s preferred formats and metrics.

Continuous Improvement Our QA process is not static. We continuously analyze data to identify areas for improvement and implement Corrective Action Plans (CAPs) when necessary. These plans are developed in collaboration with NDOL and include measurable goals, timelines, and follow-up evaluations to assess impact.

Technology-Enabled Insights We leverage Amazon Connect Contact Lens for sentiment analysis and transcription review, enabling us to detect emotional cues, identify common caller issues, and coach agents in real time. This AI-driven insight enhances our ability to deliver empathetic, effective service.

Through a combination of real-time analytics, structured evaluations, and collaborative oversight, Direct Interactions will deliver a quality monitoring process that ensures NDOL’s expectations are not only met but consistently exceeded. Our commitment to transparency, continuous improvement, and data-driven decision-making empowers NDOL with full visibility into service performance while reinforcing our shared mission of delivering timely, accurate, and compassionate support to Nebraska’s Unemployment Insurance claimants.

In the event of a disruption in service, Direct Interactions will immediately notify the designated NDOL point of contact (POC) and provide a detailed timeline for resolving the issue. Furthermore, if the queue wait time exceeds three minutes, Direct Interactions will promptly inform the NDOL POC and submit a corrective action plan outlining the root cause, mitigation steps, and expected resolution timeframe. This ensures transparency and rapid response to maintain service continuity and uphold NDOL’s performance expectations.

Case Management with Real-Time Reporting Our CRM supports full end-to-end case tracking, enabling agents to log, update, and resolve claimant inquiries efficiently. Each case includes detailed metadata, timestamps, and agent notes. Supervisors and NDOL staff can assess quality, monitor resolution timelines, and evaluate agent performance through built-in quality assessment tools and performance rating metrics.

Customizable Dashboards and Reporting NDOL will have secure access to real-time dashboards that display:

These dashboards are fully configurable and support both scheduled and ad hoc reporting. Data can be exported in multiple formats, including Excel, Word, and PDF, to support NDOL’s internal analysis and documentation needs.

Workflow Automation and Callback Management The CRM includes customizable workflows that allow NDOL management to easily assign, prioritize, and escalate callback requests. Callback queues can be filtered by urgency, topic, or agent availability, and NDOL staff can assign daily callbacks to multiple team members within 15 minutes using intuitive drag-and-drop or batch assignment tools.

Queue and Agent Monitoring Supervisors and NDOL staff can monitor agent workload, queue status, and service levels in real time. This includes visibility into:

These insights enable proactive staffing adjustments and ensure compliance with NDOL’s performance standards.

Integration-Ready Architecture While NDOL has confirmed that no system integration is required at this time, our CRM is designed with future flexibility in mind. It supports secure API-based integration with third-party systems and allows for seamless data exchange to support future enhancements, should NDOL’s needs evolve.

Secure, Role-Based Access Approximately 15 NDOL staff will be granted secure, role-based access to the CRM to review reports, assign work, and monitor service delivery. All access is logged and auditable, and the system complies with NIST-based security standards as outlined by the Nebraska Information Technology Commission. Additional users will be added upon request.

Direct Interactions’ CRM system is a secure, scalable, and fully compliant platform that empowers NDOL with real-time visibility, operational control, and the flexibility to adapt to changing program needs without requiring integration or data migration.

To support this, Direct Interactions will leverage Amazon Connect’s ML-powered forecasting, capacity planning, and scheduling tools. These capabilities allow us to accurately predict contact volume and average handle time, generate intraday forecasts updated every 15 minutes, and dynamically adjust staffing in real time. This ensures we always have the right number of agents available to meet NDOL’s service goals without overstaffing.

Our Workforce Management (WFM) team uses these forecasts to generate optimized schedules and conduct “what-if” analyses to prepare for seasonal surges or unexpected events. In addition, agents can view and manage their schedules directly within the Amazon Connect interface, streamlining operations and improving agent satisfaction.

In the event that the abandoned call rate exceeds 10%, Direct Interactions will immediately notify the NDOL point of contact (POC) and implement a corrective action plan. This includes root cause analysis, real-time staffing adjustments, and a resolution timeline. Our ML-driven forecasting tools help prevent such occurrences by enabling proactive staffing decisions based on real-time data.

We are committed to achieving the following KPIs:

Our QA and performance teams conduct weekly audits and coaching sessions to reinforce these standards. With Amazon Connect’s real-time dashboards and ML-powered insights, NDOL will have full transparency into performance, staffing, and service quality ensuring accountability and continuous improvement.

Recordings are securely stored in Amazon S3, a highly durable and encrypted cloud storage service. By default, 100% of calls are recorded and stored in stereo format, with agent and customer audio on separate channels to support high-fidelity playback and analysis These recordings are encrypted using AWS Key Management Service (KMS) and protected against unauthorized access through role-based permissions and audit logging. Direct Interactions will retain all call recordings for a minimum of 30 days, in accordance with NDOL’s requirements. Recordings are typically available within minutes of call completion and are accessible via the contact record in Amazon Connect once the After Call Work (ACW) state concludes.

Upon request, Direct Interactions will provide NDOL with access to any specific call recording within 24 hours. Our team will use the contact ID to locate and retrieve the requested file, ensuring rapid and accurate delivery. To further enhance compliance and operational transparency, we implement Amazon S3 security protocol policies to safeguard recordings from accidental deletion and to manage long-term storage efficiently. These practices ensure that NDOL has reliable access to call recordings for quality assurance, training, and compliance purposes.

Through this secure, automated, and policy-driven approach, Direct Interactions guarantees that NDOL’s expectations for call recording, retention, and retrieval are consistently met with speed, accuracy, and accountability.

3. I. ii. ii. Contractor shall make call recordings available to NDOL within 24 hours upon request.