121962 O3 North End Teleservices Attachment 1.xlsx

Instructions

Minimal Requirements

Required Responses

Physical Security:

NET’s facility enforces rigorous physical access controls, including electronic badge-only entry, 24/7 surveillance, and monitored entry points to restrict access to operational areas. NDOL program staff operate in a dedicated, restricted-access zone within the facility, separated from other client programs. Visitor access is limited and supervised, and all personnel assigned to the NDOL program are subject to identity verification and background checks prior to hire.

Technological Security:

NET deploys enterprise-grade cybersecurity controls to protect all systems and data. These include:

All NDOL-related equipment and infrastructure is owned and maintained by NET, ensuring full control and compliance over every element of the technology stack.

Data Privacy & Handling of PPI:

NET has extensive experience handling PPI and sensitive claimant data as part of our work with NDOL, Nebraska DHHS, Maximus Federal Services (CMS), and other public-sector clients. All NDOL-assigned staff receive formal training on HIPAA, PPI protection, and confidentiality protocols as part of onboarding. Additionally, every employee supporting the NDOL program signs a Non-Disclosure Agreement (NDA) and participates in annual security and confidentiality refresher training.

Ongoing Compliance & Controls:

NET conducts regular internal audits and system vulnerability scans to validate security controls and identify any areas of risk. Access to claimant information is limited strictly to authorized personnel based on job function, and all access is logged and monitored. NET enforces a zero-tolerance policy for improper access, disclosure, or use of any claimant data. NDOL data will never be stored, shared, or accessed outside of contractually authorized parameters.

NET’s policies and procedures fully align with the security and confidentiality requirements outlined in the RFP and applicable state and federal regulations. These protections are already in place today and will remain central to NET’s approach under the new contract.

For additional information on the referenced mandatory requirements please see Business Requirements – General Operational Requirements Section 1. Contractor Location and Eligibility on page 13 & Section 2. Legal Compliance on page 14 of the RFP Repose “121962 O3 North End Teleservices”.

Bilingual Staffing (English-Spanish): At all times during business hours, at least 10% of NET’s call center representatives assigned to NDOL are fluent in both English and Spanish, with full proficiency in reading, writing, and speaking. These bilingual representatives are already actively supporting NDOL claimants and are trained in UI program content, scripting, and NEworks system navigation. Bilingual staffing levels are continuously monitored and adjusted to meet real-time demand and service level expectations.

Additional Language Support: To support individuals whose primary language is neither English nor Spanish, NET utilizes a nationally certified professional interpretation service capable of delivering real-time telephonic interpretation in over 200 languages. This third-party resource is fully integrated into NET’s call handling procedures, allowing representatives to quickly connect callers with interpreters while remaining on the line to ensure accuracy and empathy in communication.

Training and Quality Assurance: All bilingual representatives’ complete language proficiency assessments during the hiring process and are trained to adhere to NDOL-approved scripting in both English and Spanish. Additionally, representatives receive ongoing training in cultural sensitivity and communication best practices to ensure that interactions remain professional, respectful, and compliant. NET’s QA Analysts include bilingual monitors who review calls for accuracy and service quality in both languages.

Access and Equity Commitment: NET ensures that all claimants, regardless of language preference, receive accurate, timely, and respectful service. Language support resources are available on demand and documented in internal SOPs to ensure consistent application across shifts and call types.

NET’s language capabilities are already fully operational within the NDOL program and will remain in place and scalable throughout the life of the contract.

For additional information on the referenced mandatory requirements please see Business Requirements – General Operational Requirements Section 6. Contractor should provide English to Spanish and Spanish to English language interpretation services on page 19 of the RFP Repose “121962 O3 North End Teleservices”.

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. Interactive Voice Response (IVR) System Capabilities North End Teleservices (NET) utilizes the Five9 platform to deliver a robust and scalable Interactive Voice Response (IVR) system that is fully configurable to meet the operational and customer service objectives of the Nebraska Department of Labor (NDOL). Our IVR system is designed to enhance customer experience, improve call routing accuracy, and optimize resource allocation.

Call Routing and Language Support The IVR system is capable of routing calls dynamically based on caller input, including language preference and reason for the call. English and Spanish are fully integrated into the IVR, with direct routing to representatives who are fluent in the selected language. For callers requiring assistance in other languages, the IVR seamlessly integrates with Language Line Services. Representatives remain on the line during interpretation sessions, which eliminates unnecessary call transfers and ensures smooth, uninterrupted customer experience.

System Integration and Call Management NET’s IVR platform is capable of integrating with NDOL’s existing systems to enable intelligent call routing, data exchange, and CRM synchronization. We have provisioned a dedicated toll-free number based on NDOL’s preference. The system supports skills-based routing, allowing calls to be directed to the most qualified representatives available, improving resolution times and caller satisfaction.

Self-Service Options The Five9 IVR includes a variety of self-service features that enable efficient and streamlined caller interactions without requiring immediate representative assistance. These features include:

While we do not currently employ speech recognition or natural language processing (NLP) within the IVR, the platform is designed for future scalability and can accommodate such enhancements as NDOL’s requirements evolve.

Monitoring, Reporting, and Performance Visibility Supervisors utilize Five9’s real-time dashboards and monitoring tools to oversee call flows, queue metrics, representative performance, and system functionality. These dashboards can be securely shared with NDOL leadership to provide real-time visibility into key performance indicators (KPIs).

In addition, our comprehensive reporting suite delivers customizable daily, weekly, monthly, and quarterly reports encompassing:

Performance thresholds and alerts are configured to detect and notify teams of spikes in call volume, extended queue times, or potential service disruptions, ensuring a proactive management approach.

Conclusion NET’s IVR system is a fully integrated, scalable solution designed to meet the current and future needs of NDOL. With extensive self-service capabilities, multilingual support, real-time monitoring, and comprehensive reporting, our IVR ensures efficient, high-quality service delivery while remaining flexible to accommodate evolving program requirements.

For additional information on the referenced mandatory requirements please see Business Requirements – Call Center Service Requirements Section 3. Interactive Voice Response (IVR) System on page 22-23 of the RFP Repose “121962 O3 North End Teleservices”.

a) Comprehensive and Continuous Training Program NET has established a comprehensive training curriculum that is tailored to the specific needs of the NDOL program. Our program includes initial onboarding, systems training, customer service protocols, and scenario-based learning to ensure representatives are prepared to handle a wide range of inquiries. Training is designed to be continuous in nature, with mechanisms for ongoing knowledge reinforcement and skill development throughout the life of the contract.

b) Training on Federal, State, and Local Policies and Procedures All training modules incorporate NDOL-approved content covering relevant federal, state, and local regulations, policies, and procedures. Our training department works in close collaboration with NDOL to ensure that all materials are accurate, up-to-date, and fully aligned with agency operations. We obtain approval for all policy-specific training content and provide mechanisms to update training in real time as changes are issued by the State Agency.

c) Development and Maintenance of Training Manuals and Records NET develops, maintains, and updates all training manuals, job aids, quick reference guides, and other learning resources to ensure comprehensive documentation of all training content. We also maintain detailed training records, including attendance logs, completion certificates, performance assessments, and feedback summaries. All documentation is available for review and approval by the State Agency.

d) Provision of Training Materials to the State Agency We provide copies of all training materials, including manuals, agendas, slide decks, knowledge checks, and assessments, to the State Agency on an ongoing basis. Updates are submitted in a timely manner whenever content revisions occur, and we welcome agency input and approvals prior to implementing any changes.

e) Ongoing Training, Refresher Courses, and Onsite Trainer Availability NET has a dedicated team of full-time trainers responsible for delivering initial and recurring training sessions. We implement a formal training schedule that includes:

A dedicated trainer will be available onsite and accountable for conducting all training sessions, coordinating with NDOL for oversight and monitoring, and ensuring training fidelity. The trainer also participates in quality calibration sessions and collaborates with QA and Operations to close knowledge gaps quickly.

Scalability and Readiness NET’s training capacity is designed to scale in alignment with operational needs. We have successfully onboarded cohorts ranging from 25 to 100+ representatives in compressed timelines while maintaining training quality and performance readiness. Our team is supported by a library of standard operating procedures, digital learning content, and a documented train-the-trainer process to ensure consistent knowledge transfer.

For additional information on the referenced mandatory requirements please see Business Requirements – Call Center Service Requirements - Section 5. Staffing and Training Requirements on page 35--37 of the RFP Repose “121962 O3 North End Teleservices”.

NET offers a robust reporting infrastructure designed to meet and exceed the reporting requirements outlined in Section V.C.6. of the contract. Our reporting solutions provide NDOL with comprehensive, timely, and actionable insights that drive operational transparency and continuous performance optimization.

Real-Time Dashboard and Continuous Visibility NET provides NDOL with secure access to a real-time dashboard that delivers continuous, daily visibility into critical Key Performance Indicators (KPIs). This dashboard includes real-time data on call volumes, queue status, wait times, and service level compliance metrics. Additionally, the dashboard offers high-level representative performance data, enabling NDOL supervisors and management to monitor contact center activity live and make informed decisions swiftly.

The dashboard is accessible online via secure login credentials, ensuring authorized NDOL personnel have immediate, on-demand access to up-to-date performance metrics without delay.

Scheduled and Customizable Reporting While the dashboard offers high-level visibility, NET supplements this with a comprehensive suite of scheduled reports that provide deeper insights into operational metrics. These interval-based reports include, but are not limited to:

Reports can be customized in format and frequency to align precisely with NDOL’s preferences, with delivery options including daily, weekly, monthly, and quarterly intervals.

Ad Hoc Reporting and Future Enhancements NET recognizes the evolving nature of reporting needs and is committed to enhancing our reporting capabilities. We are actively exploring and developing enhancements to expand the dashboard functionality to incorporate more granular, ad hoc, and interval-based reporting features. This will empower NDOL with flexible, real-time report generation tailored to specific operational questions or emerging trends.

Client Collaboration and Transparency Throughout our engagement, NET prioritizes collaboration with NDOL to ensure reporting outputs meet the agency’s standards for accuracy, relevance, and accessibility. We provide ongoing opportunities for NDOL to review, provide feedback, and request adjustments to reporting content and delivery methods.

Conclusion NET’s integrated reporting ecosystem, combining real-time online dashboards, customizable scheduled reports, and evolving ad hoc capabilities, provides NDOL with comprehensive tools to monitor, analyze, and optimize contact center performance. This infrastructure supports transparency, accountability, and continuous service improvement aligned with NDOL’s strategic objectives.

For additional information on the referenced mandatory requirements please see Business Requirements – Call Center Service Requirements - Section 6. Reporting Requirements on page 43--46 of the RFP Repose “121962 O3 North End Teleservices”.

North End Teleservices (NET) maintains a robust, data-driven Quality Monitoring Program designed to ensure high-performance standards, swift identification of service disruptions, and prompt resolution to maintain service continuity for the Nebraska Department of Labor (NDOL).

1. Real-Time Monitoring & Alerts NET utilizes a multi-tiered real-time monitoring system integrated within our telephony and workforce management platforms. Supervisors, Quality Assurance (QA) Analysts, and

Operations Leaders actively monitor:

In alignment with NDOL’s requirement, should the queue wait time exceed three (3) minutes, an automated threshold alert notifies NET leadership and prompts immediate escalation. Our designated NDOL Point of Contact (POC) is alerted within minutes, accompanied by:

2. Call Quality Review and Scoring NET’s QA team conducts regular evaluations using a standardized scorecard to assess key criteria including:

A statistically significant sample of interactions is evaluated weekly, with a focus on high-impact calls (e.g., escalations, complex claims, repeat contacts). All QA results are tracked in Scorebuddy, our QA platform, and are available for reporting and audit purposes.

3. Continuous Feedback Loop QA results feed directly into representative performance management and coaching sessions. We conduct:

4. Incident Response and Escalation Protocols In the event of a broader service disruption (e.g., system outage, telephony failure), NET activates our Incident Response Framework, which includes:

5. Reporting and Transparency NET provides NDOL with:

By maintaining rigorous oversight and embedding continuous quality improvement into our operations, NET ensures proactive service delivery, prompt response to any service disruption, and alignment with NDOL’s expectations for excellence and accountability.

For additional information on the referenced mandatory requirements please see Business Requirements – Call Center Service Requirements - Section 7. Disruption in Service on page 49 of the RFP Repose “121962 O3 North End Teleservices”.

System Origin and Development Our CRM solution was developed in-house by NET’s internal teams. This strategic decision enables us to maintain full control over customization, integrations, enhancements, and security. The system is maintained and continuously enhanced in close collaboration with our Operations, Quality, and Compliance teams to ensure it evolves with program needs.

CRM Capabilities & Compliance with Mandatory Requirements Integration and Data Accessibility (RFP 3.B.iv & 3.B.ix)

Export Functionality (RFP 3.B.v)

Customizable Workflows & Callback Assignment (RFP 3.B.vi & 3.C.ix)

Case Management and Real-Time Reporting (RFP 3.B.viii.1)

Dashboard & Performance Monitoring (RFP 3.B.viii.2 & 3.B.ix)

Security, Audit, and User Access

NET’s CRM platform was built to support the specific needs of public-sector clients like NDOL. Our system offers all required functionality including third-party system integration, real-time performance monitoring, customizable workflows, multi-format exports, case management, callback optimization, and advanced dashboard reporting.

As the incumbent provider, NET is already leveraging this CRM to support the current UI program and is fully prepared to expand its capabilities in response to any additional NDOL requirements under the new contract term.

For additional information on the referenced mandatory requirements please see Business Requirements – General Operational Requirements – Section 3. Turnkey Solution on page 16, Call Center Service Requirements – Section 1. Inbound Call Handling on page 20, Section 2. Data Entry Services on page 2, and Section 6. Report Requirements on page 43 & 46 of the RFP Repose “121962 O3 North End Teleservices”.

1. Dedicated Staffing Model (RFP 3.F.i) NET assigns dedicated teams exclusively to NDOL’s UI program to ensure alignment with program-specific expectations, policy knowledge, and service delivery standards. These dedicated representatives do not cross-support other contracts or commercial work, which allows us to maintain consistent performance, client-specific training retention, and high-quality customer interactions.

2. Scalable Workforce Model (RFP 3.F.ii) To manage fluctuations in call volume due to seasonality, policy changes, or economic conditions, NET has implemented a flexible staffing model that includes:

NET collaborates closely with NDOL to forecast demand and proactively align resources with anticipated need, minimizing service disruptions and excess labor costs during off-peak times.

3. Real-Time Performance Monitoring & Escalation Protocols (RFP 3.D.ii, 3.F.iv & 3.F.v) NET’s Operations Command Center monitors real-time queue data and representatives’ performance metrics through our integrated dashboard, enabling immediate action if performance thresholds are at risk.

If the Abandoned Call Rate exceeds 10%, the following corrective protocol is activated:

4. Workforce Planning Methodology Our approach blends forecasting, scheduling, intraday management, and post-mortem analytics to ensure we match labor supply to demand with precision:

5. KPI Governance Framework (RFP 3.F.iv) NET maintains a rigorous governance process to meet or exceed all required KPIs.

This includes:

6. Performance Standards Compliance (RFP 3.F.v) NET ensures strict adherence to the additional performance standards by:

7. Business Continuity and Surge Response In the event of sudden call surges or unexpected events (e.g., public benefit announcements or system outages), NET deploys a pre-approved contingency staffing plan which includes:

NET’s proven workforce planning strategy integrates real-time responsiveness, staffing agility, and performance accountability to ensure all contractual obligations and KPIs are met or exceeded. As the incumbent provider, NET has already demonstrated success with this model and is fully equipped to continue delivering exceptional service quality, even under variable demand conditions.

For additional information on the referenced mandatory requirements please see Business Requirements – General Operational Requirements – Section 3. Turnkey Solution on page 15, Section 5. The Contractor is responsible for all oversight and management of staff including hiring, training, onboarding, tracking time sheets and performing payroll, performance management and termination. on page 18, Call Center Service Requirements – Section 4. Performance Monitoring on page 24-24, and Section 5. Staffing and Training Requirements on page 26-27 of the RFP Repose “121962 O3 North End Teleservices”.

Percentage of Calls Recorded NET digitally records 100% of inbound and outbound customer interactions, including scheduled callbacks and transfers, across all communication channels managed within the Five9 telephony system. This ensures comprehensive documentation of all UI-related transactions and supports our quality assurance, training, and dispute resolution protocols.

Recording Retention Policy All call recordings are securely stored and maintained for a minimum of thirty (30) days in accordance with the RFP requirement. Recordings are stored in a secure, access-controlled environment within our Five9 cloud-based infrastructure, which is compliant with industry standards for data protection, including SOC 2 Type II and HIPAA (where applicable).

Should NDOL require an extended retention period, NET can accommodate custom retention policies for up to twenty-four (24) months. These extended retention configurations can be established at the start of the contract or implemented at any point upon request, ensuring full alignment with NDOL’s auditing, compliance, or historical analysis needs.

Client Access to Recordings In alignment with RFP Section V, 3.I.ii, NET will make requested call recordings available to NDOL within 24 hours of request. Requests can be submitted via email to the designated NET Program Manager or Quality Assurance Lead. Upon receipt, the requested file(s) will be retrieved, verified for accuracy, and securely transmitted via encrypted file transfer or another NDOL-approved method.

NET also offers the option of role-based login access for authorized NDOL personnel to review recordings directly via the Five9 QA module, which allows for on-demand retrieval based on date, representative, phone number, or case ID.

Through comprehensive recording coverage, secure and scalable storage, and rapid retrieval protocols, NET ensures full transparency, audit readiness, and alignment with NDOL’s oversight and quality expectations. As the incumbent, NET has consistently met these standards and will continue to deliver this level of performance throughout the contract term.

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