Abuse Reporting Hotline Answering and Processing Service

The Commonwealth of Massachusetts Disabled Persons Protection Commission (DPPC) is seeking a contractor to provide call answering and processing services for its 24-hour Abuse Reporting Hotline. The contractor will be responsible for accepting voice and TTY calls, answering calls within 10 seconds, and digitally recording and retrieving calls. The contract period is from July 1, 2018 through June 30, 2019 with a one-year renewal option. The DPPC anticipates utilizing the service primarily during non-business hours. Bidders must submit detailed information on their organization, staffing, equipment, training, and procedures for meeting the DPPC's service requirements. Proposals will be evaluated based on the bidder's experience, capacity, means of meeting service requirements, and overall cost-effectiveness.

The DPPC strongly encourages participation by Minority and Women Business Enterprises (M/WBEs) and will evaluate the Supplier Diversity Program (SDP) plans submitted by bidders as part of the proposal evaluation. Bidders must commit to a specific percentage to be spent with certified SDP partners, including Minority Business Enterprises (MBE), Women Business Enterprises (WBE), and Service-Disabled Veteran-Owned Business Enterprises (SDVOBE), over the life of the contract. The contract will be a fee-for-service arrangement with no maximum obligation, though no additional details on pricing or potential award values are provided.