Answering Service

The State of Illinois is seeking a vendor to provide 24-hour answering services for a statewide, toll-free telephone hotline operated by the Illinois Department of Public Health (IDPH) Office of Health Care Regulation. The vendor will be required to provide answering service coverage from Monday at 4:40pm to the following Monday at 8:30am, including 24-hour service on weekends and holidays. The vendor must have at least 3 staff members available to answer and transfer calls, with prior experience in data entry and medical terminology. Key deliverables include the ability to email non-emergency complaints, save call recordings, and adhere to strict confidentiality requirements. The contract term is for 60 months, and the vendor must provide the lowest monthly service fee for a maximum of 136.5 hours per week of incoming and outgoing communications. COVID-19 protections, including face coverings and vaccinations or testing, are also mandatory for the vendor's staff.

The RFQ does not specify any set-aside designations or restrictions on the types of organizations that can respond. No information is provided about any incumbent vendors or current contractors, nor is there any mention of existing infrastructure or technology that requires integration. The RFQ indicates that the vendor must submit completed procurement forms, but does not list any award values or budget ranges.