Bumper Sticker Call Center Specifications

The State of Tennessee, Department of General Services division of Vehicle and Asset Management (VAM) is seeking bids for Bumper Sticker Call Center Services. These services shall include a Driver- Monitoring Program which will be maintained by the Contractor. These services are critical for the operation of VAM’s fleet, ensuring safety of State drivers and providing a way for the public to report on State vehicles.

A.1. Definitions. For purposes of this Contract, definitions shall be as follows and as set forth in the Contract:

a) Bumper Sticker means a sticker for vehicles which includes a Bumper Sticker Number and the phone number for the Driver-Monitoring Program.

b) Bumper Sticker Number means a unique identifying number placed on each Bumper Sticker for a vehicle. The Bumper Sticker Number is associated with a unique four (4) digit code associated with the license plate number.

c) Driver-Monitoring Program means a call center program which answers callers seeking to report on State drivers via the Bumper Sticker Number.

d) Monitored Vehicle means a vehicle issued a Bumper Sticker by the State and tracked by the

Contractor.

e) Notification means a report by the Contractor including documentation from a call regarding a Monitored Vehicle.

A.2. Company Requirements.

a) The Contractor shall have a minimum of three (3) consecutive years operating a Driver

Monitoring Program for a fleet of at least 2,500 vehicles.

b) The Contractor shall maintain a Driver-Monitoring Program for receiving and handling calls from a toll-free phone number, provided and maintained by the State, for citizens to call and report driver behavior.

c) The Contractor shall maintain a database of Bumper Sticker Numbers and the associated license plate number of the vehicle on which they are placed. Bumper Stickers and Bumper Sticker Numbers are created and distributed by the State. Each Bumper Sticker includes a Bumper Sticker Number and the phone number for the Driver- Monitoring Program maintained by the Contractor.

d) The Contractor shall be equipped to handle the estimated call volume of 12-15 calls per month.

e) The Contractor shall be equipped to provide a call center staffed with, at minimum, three

(3) lead agents dedicated to the State of Tennessee with a minimum of eight (8) backup agents to assist as needed.

A.3. Call Center and Reporting Requirements.

a) The Contractor shall provide program administration services including a 24/7 call center.

1. The Contractor shall ensure the call center is operated by humans and not an automated system.

2. The Contractor shall answer all calls within three (3) rings.

3. The Contractor shall provide customer service in line with industry best practices.

b) Minimum Reporting Requirements:

1. The Contractor shall notify respective the approved State contacts for each incident as it occurs.

i. Within one (1) business day of the phone call, the Contractor shall email the State a

Notification.

ii. The Notification shall include history on vehicle.

iii. The Contractor shall record State agency responses to Notifications.

iv. The Contractor shall follow up with the State agency up to two (2) times if no response to incident is received.

2. The Contractor shall retain a list provided by the State connecting vehicles to corresponding State agencies.

i. The list shall include necessary contact information for each State agency, license plate numbers, driver names, and additional information.

ii. The Contractor shall receive an updated file daily from the State.

3. The Contractor shall compile and deliver ad hoc reports as requested as well as monthly management reports detailing aggregate information including:

i. Incidents by vehicle

ii. Incidents by driver

iii. Incidents by State agency

iv. Incidents reported by category (ex. Speeding, texting, etc.).

v. Current month data

vi. Year to date data

vii. Contract term data.

viii. Contractor reports shall be delivered to the State via Microsoft Excel.

ix. Contractor shall provide a data analysis dashboard report monthly. The

Contractor shall provide data to help the State understand trends, patterns, and areas of improvement for the State’s drivers.

A.4. Implementation Requirements.

a) The Contractor shall provide the following:

1. A comprehensive contact list of all team members who have any operational or supervisory responsibility for this project. If team members change, the Contractor must notify the State within five (5) business days.

2. A list of two to four (2-4) points of contact of escalating position within the company for State use when attempting to contact the Contractor.