The file's text, extracted by GovTribe without its formatting.
SOLICITATION ADDENDUM ONE
QUESTIONS AND ANSWERS
SOLICITATION NUMBER: 123190 O3
Third Party Warmline Service Opening Date: October 21, 2025, 2pm CST Addendum Effective Date: 10/09/2025
Questions and Answers
Following are the questions submitted, and answers provided for the above-mentioned solicitation. The questions and answers are to be considered as part of the solicitation. It is the responsibility of bidders to check the State Purchasing Bureau website for all addenda or amendments.
Section Reference
RFP
Page Number
| 1. |
| General |
| NA |
| Has the current contract gone full term? |
| No. There is no current contract in place for this service. |
| 2. |
| General |
| N/A |
| Have all options to extend the current contract been exercised? |
| See Response to 1. |
| 3. |
| General |
| N/A |
| Who is the incumbent, and how long has the incumbent been providing the requested services? |
| See Response to 1. |
| 4. |
| General |
| N/A |
| What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? |
| See Response to 1. |
| 5. |
| General |
| N/A |
| Is previous experience with any specific customer information systems, phone systems, or software required? |
| See Section I-Procurement Procedure (P) and Section V-Project Description and Work (C). |
| 6. |
| General |
| N/A |
| What is the minimum required total call capacity? |
| The solution must be scalable to meet anticipated demand. Since this is a new service, exact call volumes are not yet known. Vendors should propose a solution that can handle fluctuating and peak demand without service disruption. |
| 7. |
| General |
| N/A |
| What is the minimum simultaneous inbound call capacity? |
| No fixed minimum is prescribed. Vendors should propose capacity sufficient to meet the performance standards described below (live answer, wait times, and abandonment rate). |
| 8. |
| General |
| N/A |
| What is the maximum wait time? |
| No caller should wait longer than 60 seconds on average to reach a live operator. |
| 9. |
| General |
| N/A |
| What is the maximum hold time? |
| No caller should be placed on hold longer than 90 seconds on average without live operator contact. |
| 10. |
| General |
| N/A |
| What percentage of inbound calls must be answered by a live operator? |
| At least 80% of inbound calls must be answered by a live operator within 60 seconds. |
| 11. |
| General |
| N/A |
| What percentage of calls must be resolved without a transfer, second call, or a return call? |
| Vendors should propose staffing and training strategies to maximize first-call resolution. A target benchmark is 70–80% of calls resolved without transfer. |
| 12. |
| General |
| N/A |
| What is the maximum percentage of calls that can be terminated by the caller without resolution? |
| The target is no more than 5% of calls. |
| 13. |
| General |
| N/A |
| Is there a minimum or maximum number of operators and supervisors? |
| No. Vendors must propose a staffing model that is adequate to meet the required service levels. Staffing levels and supervision should be justified in the proposal. |
| 14. |
| General |
| N/A |
| What are the required language options? |
| See Section V. Project Description and Scope of Work E. Technical Requirements |
Vendors must comply with state and federal laws and regulations governing language access and translation for individuals with limited English proficiency (LEP).
| 15. |
| General |
| N/A |
| What is the required degree of dedication for the call center? |
| The call center will provide dedicated services 24 hours per day, 7 days per week, 365 days per year. Please refer to Operational Requirements in Phase IV. |
| 16. |
| General |
| N/A |
| What is the required degree of dedication for the operators? |
| The operators may braid other functions with the Warmline, as long as it does not compromise the response times and outcomes of Warmline services to ensure quality and effectiveness, such as clear protocols, adequate staffing, and regular supervision. |
| 17. |
| General |
| N/A |
| What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? |
| Recording of inbound and outbound calls should be recorded for quality assurance, training, and accountability purposes. |
Vendor must adhere to data retention policies, maintaining records for a minimum of six years or until the resolution of any audits or claims, as noted in Operational Requirements, Item I, of the RFP. Also refer to Section III, Vendor Duties, Item N.
| 18. |
| General |
| N/A |
| What are the recording and storage requirements for non-phone communications? |
| Vendor must adhere to data retention policies, maintaining records for a minimum of six years or until the resolution of any audits or claims, as noted in Operational Requirements, Item I, of the RFP. |
Also refer to Section III, Vendor Duties, Item N.
| 19. |
| General |
| N/A |
| What information is to be included in call logs? |
| Vendor should propose documentation standards and recording-keeping protocols. |
| 20. |
| General |
| N/A |
| What was your average monthly call volume over the past year? |
| See Response to 1. |
| 21. |
| General |
| N/A |
| What is the current number of seats for operators and supervisors at your existing call center? |
| See Response to 1. |
| 22. |
| General |
| N/A |
| What is the current average wait time for phone calls? |
| See Response to 1. |
| 23. |
| General |
| N/A |
| What is the current average handle time for phone calls and other types of communications? |
| See Response to 1. |
| 24. |
| General |
| N/A |
| What is the current average after-call work time for operators? |
| See Response to 1. |
| 25. |
| General |
| N/A |
| Over the past year, what is the percentage of calls received in English versus non-English? |
| See Response to 1. |
| 26. |
| General |
| N/A |
| Over the past year, what percentage of calls received were in Spanish? |
| See Response to 1. |
27.
| General |
| N/A |
| What time of day, days of the week, or times of the year do calls typically peak? |
| See Response to 1. |
| 28. |
| General |
| N/A |
| Why has this bid been released at this time? |
| This bid has been released to align with the State’s efforts to increase capacity for upstream prevention systems and services. |
| 28. |
| General |
| N/A |
| Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. |
| See Response to 1. |
| 29. |
| Minimum Qualifications |
| 6 |
| For the 5,000-family minimum, does DHHS count unique families or total contacts? |
| Families |
| 30. |
| Project Timeline |
| 8 |
| What flexibility exists in the 12-month implementation timeline if community-resource mapping reveals major service gaps? |
| DHHS has discretion to adjust operational requirements upon mutual agreement by both parties. See Section V. Subsection D, Scope of Work of the RFP. |
| 31. |
| Scope of Work |
| 9 |
| Are CSRs required to refer clients to specific services and/or provide de-escalatory support? If so, when should CSRs de-escalate versus immediately transferring to 988 or 911? |
| Any immediate mental health crisis, suicide, violence occurring or abuse allegations should be escalated and transferred to the appropriate alternative number. |
| 32. |
| Scope of Work |
| 9 |
| Can escalation services be limited to Nebraska residents, or must the Warmline serve all callers regardless of residency? |
| The Warmline is funded to serve Nebraska residents and is intended to strengthen Nebraska families by connecting them with community-based supports and services within the state. |
Accordingly, services and referrals should be limited to residents of Nebraska. However, the Warmline should respond compassionately to all callers and, when feasible, direct out-of-state callers to appropriate resources within their own state.
| 33. |
| Section V - Scope of Work |
| 10 |
| How does DHHS define escalation versus routine Warmline support, and what specific criteria trigger escalation? |
| Escalation: Any immediate mental health crisis, suicide, violence occurring, or abuse allegations. Calls requiring escalation should be transferred to the appropriate alternative number. |
| 34. |
| Section V - Scope of Work |
| 10 |
| What percentage of total call volume does DHHS anticipate will require escalation beyond basic navigation? |
| No historical data available. |
| 35. |
| Scope of Work |
| 10 |
| What situations require mandatory reporting to CFS, and how should that be balanced with maintaining voluntary family engagement? |
| Mandatory reporting training will be accessible to the vendor via DHHS. The vendor should propose engagement and support training that would be coupled with reporting when appropriate. |
| 36. |
| Scope of Work |
| 10 |
| Will DHHS provide access to existing resource databases or interagency referral systems? |
| See Section V (D) Phase II-Development Community Engagement. |
DHHS will support the vendor’s efforts by providing access to existing public information, State program contacts, and relevant agency directories when available. Comment by Murphy, Bradley: Edited Please review
| 37. |
| Scope of Work |
| 10 |
| Will DHHS share historical caller data to inform training and system design? |
| See Response to 1. |
| 38. | | |
| Scope of Work | | |
| 10 | | |
| Does DHHS expect escalation staff to be available 24/7? Or will business hours with on-call support suffice? | | |
| Yes | Comment by Murphy, Bradley: Edited Please review | Comment by Murphy, Bradley: Outside of normal operators that are answering calls. Escalation is going to be in hourly section of cost sheet. |
| 39. |
| Section V - Scope of Work |
| 11 |
| Does DHHS require licensed mental-health professionals for escalated cases, or can trained coaches with specialized certifications provide family-support coaching? |
| Licensed mental health professionals are not required. Vendor should propose how to manage these calls within proposed staffing and training frameworks. |
| 40. |
| Section V - Scope of Work |
| 11 |
| For escalated cases, what is the appropriate hand-off point between supportive coaching and licensed mental-health intervention? |
| Vendor to propose. See response to #33. |
| 41. |
| Scope of Work |
| 11 |
| How should the Warmline coordinate with families already receiving state services to avoid duplication of effort? |
| The Warmline is not a duplication of formal system involved services. Families may receive support from both entities. |
| 42. |
| Scope of Work |
| 11 |
| Will DHHS facilitate warm handoffs to state programs (TANF, SNAP, Medicaid)? Or is the vendor expected to navigate these independently? |
| DHHS can assist in the exploration of a coordination process. |
| 43. | | |
| Performance Expectations | | |
| 12 | | |
| If escalated cases require multiple coaching contacts, how should these be documented and billed? | Comment by Holder, Camas: Have Bradley clarify what is the definition of “escalation” and “coaching” | Comment by Murphy, Bradley: Edited please review |
| Standard operator must document title/role of escalation support staff and the time spent on the call must be tracked in 15 minute intervals. All escalation support staff Titles/roles must be listed in Part IV of the cost sheet | | |
| 44. |
| Scope of Work |
| 12 |
| How should repeat callers or families who decline services be managed? |
| Vendor should propose operational strategies. The level of engagement or participation is the responsibility and choice of the family. |
| 45. |
| Scope of Work |
| 12 |
| What is the expected protocol when a family’s needs exceed available community resources? |
| The vendor should have a method to monitor and report unmet resource needs by area - See Section V. Subsection D. Scope of Work |
| 46 | | |
| Performance and Quality Measures | | |
| 12 | | |
| What quality-assurance and case-review standards will DHHS require for coaching and escalation services? | Comment by Holder, Camas: See question above to Bradley | Comment by Murphy, Bradley: Edited Please review |
| See Section V. (E)(2)(E). Technical Requirements, which requires a proposed quality assurance methodology. The standards are to be developed with the awarded vendor. | | |
| 47. |
| Performance Evalutaiton Criteria |
| 13 |
| How will DHHS evaluate coaching and escalation outcomes relative to basic call metrics? Will quality and stability outcomes weigh differently than call volume? |
| See response to #46. |
| 48 |
| Performance Evaluation Criteria |
| 13 |
| How does DHHS define a successful connection to services—initial referral, verified engagement, or sustained participation? |
| The intended outcome is to ensure the family is directly connected to resources that are needed. The level of engagement or participation is the choice of the family. |
| 49 |
| Performance Evaluation Criteria |
| 13 |
| What performance metrics would trigger contract review or modification, and can compensation adjust if call volume exceeds projections? |
| Performance will be monitored through the measures and deliverables outlined in the awarded contract and project plan. |
If call volume or service demand materially exceeds projections established in the awarded proposal and verified through performance reporting, DHHS may review the contract for potential adjustment. Any compensation changes must be negotiated through a formal contract amendment and are subject to funding availability and State approval.
| 50 |
| Performance Evalution Criteria |
| 13 |
| What KPIs will apply specifically to escalation and coaching services versus general call center operations? |
| RFP does not define escalation and coaching services. |
Reporting and performance monitoring are noted under Section V. Subsection E. Technical Requirements.
| 51 |
| Section V11 - Terms and Conditions |
| 15 |
| Will DHHS accept proposals from multiple vendors working as a team (e.g., call-center operations and specialized coaching services) with clearly defined roles and separate budget lines? |
| DHHS will enter into a contract with one vendor. |
Please see Section III- Vendor Duties (A).
| 52 |
| Section V11 - Terms and Conditions |
| 15 |
| Can subcontractors for specialized services maintain their own branding and model while operating under the Warmline umbrella? |
| See response to #51 |
| 53 |
| Insurance Requirements |
| 22 |
| What level and type of professional-liability coverage does DHHS require for non-clinical coaching services? |
| See Section III- Vendor duties, (J). Insurance requirements. |
| 54 |
| Section V11 - Terms and Conditions |
| 23 |
| Will DHHS allow insurance requirements to be met collectively across partner organizations? |
| See response to #51. |
| 55 |
| Contact Terms |
| 23 |
| Are there caps on liability exposure for good-faith efforts to connect families with services? |
| See Section III, Vendor duties, subsection J. Insurance requirements. |
| 56 | | |
| Vendor Duties, Section S - Business Associate Provisions | | |
| 24 | | |
| Does this section encompass the Business Associate language? Or would a separate BA agreement be required? | Comment by Holder, Camas: Need Bradley to ask data team or procurement legal. | Comment by Murphy, Bradley: Edited please review |
| Yes. There is no separate Buisness Associate Provisions Agreement. | | |
| 57 |
| Section IV.G Subject to Funding |
| 25 |
| Is funding guaranteed for the entire initial contract term, or subject to annual legislative appropriation? |
| See section II. Terms and Conditions, subsection S. Early Termination |
| 58 |
| Section IV.G Funding Clause |
| 25 |
| Can DHHS confirm the expected contract length and renewal options? |
| See Cover Page Paragraph 2. |
| 59 |
| Section IV |
| 25 |
| Are there liquidated damages or financial penalties if KPIs are not met? |
| The state reserves the right to take appropriate contractual action to address nonperformance, but does not impose liquidated damages under this agreement. |
| 60 |
| Section V.A Project Overview |
| 26 |
| Can DHHS provide historical call volume or projected call estimates to support accurate staffing and cost modeling? |
| See Response to 1. |
| 61 |
| Section V.D Scope of Work |
| 26 |
| Will DHHS provide an initial community resource database? Or is the vendor expected to create one from scratch? |
See response to #36. Comment by Murphy, Bradley: Edited Please review
| 62 |
| Section V.D Scope of Work |
| 26 |
| Are there additional language requirements beyond English and Spanish for phone, text, and print support? |
| See Response #14. |
| 63 |
| Section V.D Scope of Work |
| 26 |
| For calls that escalate to crisis (e.g., suicide ideation, abuse disclosure), should Warmline staff transfer immediately to the CFS Hotline/911? Or is the vendor expected to manage crisis de-escalation protocols? |
| See response to #33. Immediately transfer to the respective entity, such as the CPS hotline, 911, or 988, etc. |
The vendor should propose protocols and training around the decision tree for these types of calls.
| 64 |
| Minimum Qualifications (Section V.C, p. 26) |
| 26 |
| For the “three client groups utilizing similar community-based prevention support,” can separate State agencies count as separate client groups? Or must they be unrelated entities? |
| Yes, separate state agencies can count as separate client groups. |
| 65 |
| Section V.D, Scope of Work (Section V.D) |
| 26 |
| Will the selected vendor be solely responsible for the design, ownership, hosting, and maintenance of the Warmline’s website and digital components? Or will DHHS provide/retain ownership under its own domain with the vendor responsible only for updates and content management? |
| As outlined in Section I: Ownership of Information and Data / Deliverables and Section T: Contract Closeout, all deliverables developed under this contract, including website design, content, social media materials, and other digital assets, will be the property of the State of Nebraska, Department of Health and Human Services (DHHS). The Contractor shall have no ownership or licensing rights to these materials. |
The Contractor is responsible for proposing brand identities, designing and developing the Warmline website and digital presence (including social media), and maintaining all digital components throughout the contract term.
Upon contract termination or expiration, the Contractor must transfer all digital assets, accounts, and related materials to DHHS in a mutually acceptable format within the required timeframe. This includes all completed or partially completed deliverables, data, and documentation necessary for continued operations. DHHS will retain exclusive ownership and title to these assets.
| 66 |
| Project Overview (Section V.A) |
| 26 |
| Do all staff need to reside in the State of Nebraska? Or is it acceptable for some staff to reside in neighboring states? |
| DHHS does not require all staff to be physically on-site, provided that: |
· All staff performing intake, referral, or supervisory duties should work within Nebraska.
· The vendor maintains a centralized call center facility in Nebraska capable of housing full operations, training, and supervision as needed; and
· Remote work arrangements meet all security, confidentiality, and performance requirements established by DHHS.
The vendor should propose training, supervisory, and performance oversight protocols that support remote work staff. DHHS reserves the right to revoke or restrict remote work arrangements at any time if performance, confidentiality, or service quality standards are not met.
| 67 |
| Project Overview (Section V.A) |
| 26 |
| Is it required for all staff to work on-site at the call center? Or is a work-from-home (WFH) model permitted for some or all roles? |
| See answer to #66 |
| 68 |
| Project Overview (Section V.A) |
| 26 |
| If WFH is permitted, can we employ individuals in rural areas located more than one hour from the call center site? |
| As long as provisions within the answer to #66 are met, yes. |
| 69 |
| Scope |
| 26 |
| Which languages are in Scope on Day 1: Do you prefer in-house bilingual CSRs, OPI/VRI partners, or a hybrid model? And what quality standards apply? |
| Yes. Any such service provider must comply with all applicable State and federal data privacy, confidentiality, and information security requirements. |
| 70 |
| Scope |
| 26 |
| The RFP states that monthly reports are due within 10 days of the end of each month. Can you provide your current template, file format, secure delivery method, and whether any fields must be system-generated (not manual)? |
| There is no existing reporting template since this is a new service. DHHS will coordinate with the vendor on reporting content. Contract will outline reporting requirements. |
| 71 |
| Scope |
| 26 |
| Under Operation Requirements, the RFP requires the delivery of meeting minutes and action items within two business days. Do you require a specific format, decision log, or RACI tracking embedded? |
| DHHS will coordinate with selected vendor to determine these reporting requirements. |
| 72 |
| Phases I–IV – During Phase III (Pilot) |
| 27 |
| Does DHHS expect a statewide pilot or a geographically limited soft launch? |
| Vendor to propose after review of initial phases, data, and feedback from the community. Soft launch plan will be determined in mutual agreement with DHHS. |
| 73 |
| Digital Branding & Identity (Section V.D) |
| 27 |
| Does DHHS require the Warmline to have a distinct brand identity and web presence? Or should it remain fully embedded within the State’s branding framework? |
| The Warmline should have a distinct brand identity and web presence. DHHS reserves the right to approve content. Also see answer to #65. |
The intention is that the Warmline is community-based to help build trust and for families to feel safe in seeking support.
| 74 |
| Public-Facing Resources (Section V.D) |
| 27 |
| Beyond the Warmline website, will the vendor be expected to create and maintain digital resource directories, online forms, or self-service tools for families? Or will those be housed within DHHS’s systems? |
| Please see the answer to #61. |
| 75 |
| Staffing, Training & Community Engagement (Phases I–II) |
| 28 |
| Will DHHS require vendors to include Tribal Nations in community stakeholder engagement from project launch, or at a later phase? |
| Tribal partners should be involved in engagement from the project's launch. |
| 76 |
| Staffing, Training & Community Engagement (Phases I–II) |
| 28 |
| Does DHHS require peer support certification, social work background, or specific credentials for Warmline staff? |
| No. The RFP does outline training requirements. |
| 77 |
| Social Media & Digital Outreach (Section V.D) |
| 28 |
| Will DHHS require the vendor to establish and manage social media channels (e.g., Facebook, Instagram, X/Twitter) for public outreach? Or will all outreach be managed through DHHS communications teams? |
| Yes, vendor will establish and manage media/social media from DHHS. DHHS reserves the right to approve or deny content. |
| 78 |
| Phase III Pilot |
| 29 |
| What performance criteria will DHHS use to determine whether the pilot is deemed successful and ready for statewide launch? |
| This decision will be mutually reviewed and assessed by DHHS and the vendor. |
| 79 |
| Phase IV |
| 29 |
| If State approvals or delays occur, is there flexibility in the “12-month full-scale launch” requirement? |
| DHHS has discretion to adjust operational requirements upon mutual agreement by both parties. See Section V. Subsection D, Scope of Work of the RFP. |
| 80 |
| Staffing, Training & Community Engagement (Phases I–II) |
| 29 |
| For training content (confidentiality, trauma-informed care, mandated reporting), will DHHS provide/approve training materials? Or should vendors develop them independently? |
| The staff training plan is a deliverable outlined in the RFP as developed and proposed by the vendor, pending DHHS approval. |
| 81 |
| Staffing, Training & Community Engagement (Phases I–II) |
| 29 |
| Should the Community Engagement Sustainability Plan include financial sustainability and funding diversification strategies, or only outreach and trust-building? |
| Both |
| 82 |
| Operational Requirements |
| 30 |
| Will DHHS approve remote staff for overnight or holiday shifts to ensure 24/7 coverage? |
| See response to #66 |
| 83 |
| Chat/Text Integration (Section V.E) |
| 30 |
| For digital communication, will DHHS require the vendor to build and maintain chat/text platforms (SMS or webchat) integrated into the Warmline website? Or will the State supply these tools? |
| Vendor will build and maintain. |
| 84 |
| Scope of Work - Concurrent Activities |
| 30 |
| Are part-time CSR positions allowed under this contract? If so, is there a minimum number of hours required per week for part-time roles? |
| Yes, part-time staff are allowed. Vendor should include a proposed staffing plan in the warmline service model blueprint deliverable. |
| 85 |
| Scope of Work |
| 30 |
| Can DHHS clarify the expectations for the community feedback sessions, including their required frequency, who should attend, whether they are held in person or virtually, whether participation is considered paid work or volunteer-based, and what types of reports are expected to result from them? |
| Vendor should propose a plan via the communication and collaboration protocol outlined in the RFP. See Section V. Subsection D..Scope of Work. Primary Goals of the Kick Off Meeting. |
| 86 |
| Operational Requirements |
| 31 |
| Will DHHS provide a standard post-call survey template? Or should the vendor design one for approval? |
| Vendor should propose. |
| 87 |
| Operational Requirements |
| 31 |
| Does DHHS require a specific staff-to-supervisor ratio for quality assurance and compliance? |
| Vendor to propose and provide justification within the warmline service model blueprint deliverable. |
| 88 |
| Scope of Work |
| 31 |
| The RFP states that the Warmline must provide services 24 hours a day, 7 days a week, 365 days a year. Does this mean call center staff must be scheduled and available 24/7/365, including nights, holidays, and weekends? |
| Yes |
| 89 |
| Scope of Work |
| 31 |
| Will CSRs be expected to attend in-person events, community engagement activities, or trainings across the state? Or are these responsibilities limited to leadership-level roles? |
| Primarily higher-level leadership roles, however is at the discretion of vendor based on role definitions. |
| 90 |
| Scope of Work |
| 31 |
| What format will the post-call survey take (automated IVR, live survey by CSR, follow-up via text/email)? |
| Vendor should propose their solution to post survey calls and follow up. |
| 91 |
| Technical & Information Security (Section V.E–F) |
| 32 |
| For the real-time dashboard requirement, should vendors propose a vendor-hosted solution? Or does DHHS want access integrated into State systems? |
| Vendor-hosted solution. |
| 92 |
| Technical & Information Security (Section V.E–F) |
| 32 |
| Will DHHS require specific integration methods for data sharing (e.g., API, flat files, secure portal)? |
| Vendor will collaborate and cooperate with DHHS on formalized Data Sharing Agreement. Section V. Subsection D Scope of Work. Phase I. |
| 93 |
| Technical & Information Security (Section V.E–F) |
| 32 |
| Does DHHS have defined RTO (Recovery Time Objective) and RPO (Recovery Point Objective) standards? Or should vendors propose? |
| Vendors should propose. |
| 94 |
| Technical & Information Security (Section V.E–F) |
| 32 |
| Are annual penetration tests required by the vendor’s third-party assessor and at the vendor's expense? Or will DHHS conduct security audits internally? |
| Yes. Tests are required by third-party assessor at the vendor’s expense. |
| 95 |
| General |
| General |
| Will DHHS provide any funding allowances, incentives, or reimbursement guidance related to nights, weekends, or holiday shift differentials? |
| No. |
| 96 |
| General |
| General |
| Are CSRs required to have previous call center experience or is on-the-job training acceptable? |
| Vendor to propose and ensure adequate training. |
| 97 |
| General |
| General |
| Will background checks be conducted prior to the start of work and/or on a recurring basis? If recurring, at what frequency? |
| The hiring requirements are to be proposed by vendor. |
| 98 |
| General |
| General |
| If background checks are required, what is the scope or lookback period for them? |
| See response to #97. |
| 99 |
| General |
| General |
| Are there any specific background check requirements—for example, state-level, federal, FBI, financial, credit, education verification, etc.? |
| See response to #97. |
| 100 |
| General |
| General |
| Are there any pre-employment or ongoing drug testing requirements for staff? |
| The hiring requirements are to be proposed by the vendor. |
| 101 |
| General |
| General |
| Will Nebraska consider remote staffing? |
| See response to #66 |
| 102 |
| General |
| General |
| Why has this bid been released at this time? |
| See response to #28 |
| 103 |
| General |
| General |
| Who is the incumbent, and how long has the incumbent been providing the requested services? |
| See Response to 1. |
| 104 |
| General |
| General |
| Has the current contract gone full term? |
See Response to 1.
| 105 |
| General |
| General |
| Have all options to extend the current contract been exercised? |
| See Response to 1. |
| 106 |
| General |
| General |
| Please describe your level of satisfaction with your current or recent vendor(s). |
| See Response to 1. |
| 107 |
| General |
| General |
| How are fees currently being billed by any incumbent(s), by category, and at what rates? |
See Response to 1.
| 108 |
| General |
| General |
| What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? What is the budget for this RFP? |
| See Response to 1. |
| 109 |
| General |
| General |
| What is the minimum required total call capacity? |
| See Response to 6. |
| 110 |
| General |
| General |
| What is the minimum simultaneous inbound call capacity? |
See Response to 7.
| 111 |
| General |
| General |
| What percentage of inbound calls must be answered by a live operator? |
See Response to 10.
| 112 |
| General |
| General |
| What percentage of calls must be resolved without a transfer, second call, or a return call? |
See Response to 11.
| 113 |
| General |
| General |
| Is there a minimum or maximum number of operators and supervisors? |
See Response to 13.
| 114 |
| General |
| General |
| Are there any language requirements? |
| See Response to 14. |
| 115 |
| General |
| General |
| What is the required degree of dedication for the call center? (Can call centers work on other contracts at the same time as this one)? |
See Response to 15.
| 116 |
| General |
| General |
| What is the current average wait time for phone calls? |
See Response to 1.
| 117 |
| General |
| General |
| What is the current average handle time for phone calls and other types of communications? |
See Response to 1.
| 118 |
| General |
| General |
| What is the current average after-call work time for operators? |
See Response to 1.
| 119 |
| General |
| General |
| What time of day, days of the week, or times of the year do calls typically peak? |
See Response to 1.
| 120 |
| General |
| General |
| Average number of calls received in a month? |
See Response to 1.
| 121 |
| General |
| General |
| Are there any performance improvements you would like to see made? |
| See Response to 1. |
| Does the call center need to be physically located in Nebraska, or can it operate virtually? |
| Please see #66. |
Who is the current vendor performing this scope of work?
See Response to 1.
Which call center vendor(s) have you previously partnered with for similar services?
See Response to 1.
| Do you currently use a closed-loop referral software platform? |
| See Response to 1. |
| Would you consider partnering with a vendor who provides only the technology platform and not the call center operations? |
| No |
This addendum will be incorporated into the solicitation.
SPB Form 26 Last Revised 4-17-2025