Enterprise Call Center Services
Awarded State & local contract opportunity Posted
- Solicitation number
- 51200-eRFP-000000475-2023
- State
- Georgia
- Responses due
Opportunity facts
- Jurisdictions
- NIGP codes
- UNSPSC codes
- 81162001 Call center software as a service
- 81111805 Proprietary or licensed systems maintenance or support
- 81162306 Help desk process as a service
- 81111818 Third party warranty service
- 81111700 Management information systems MIS
- 81111800 System and system component administration services
- 81111814 Co location service
- Point of contact
-
- Terri Gregory tgregory@augusta.edu (706) 721-4582
Opportunity details come from ssl.doas.state.ga.us. Updated .
About this opportunity
Augusta University, a unit of the University System of Georgia, is requesting proposals for enterprise call center services under an electronic RFP, with proposals due December 30, 2022. The university seeks a single qualified vendor to provide Tier 1 and Tier 2 IT help desk support and centralized administrative call center services across its multi-campus environment.
The scope encompasses IT help desk support for all Division of Information Technology service-catalog functions via telephone, email, and chat; centralized call center services for Human Resources and Facilities (with potential for additional administrative units); and 24/7/365 availability. Services must follow the ITIL V4 framework and include clear escalation policies, knowledge management, service level agreements, data analytics, and reporting metrics. The contractor will support faculty, students, and staff across Augusta University's main campus in Augusta, Georgia, and satellite locations in Athens, Albany, Brunswick, Savannah, and Rome.
Augusta University includes the Medical College of Georgia—the nation's eighth largest and thirteenth-oldest medical school—and the Dental College of Georgia, the only public dental college in the state. The university offers more than 150 areas of study across ten colleges and schools.
No estimated contract value, contract term length, evaluation criteria weighting, incumbent contractor, or detailed procurement timeline beyond the December 30 proposal deadline is specified in the available source material.
Opportunity text
Purpose of Procurement Pursuant to the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide Enterprise Call Center Service to Augusta University (the State Entity) as further described in this eRFP. Summary and Background Augusta University, a unit of the University System of Georgia, seeks information from qualified and experienced organizations to provide IT help desk and administrative call center services. Augusta University seeks to partner with an organization to provide a Tier 1/Tier 2 IT help desk to support our customers on all aspects of the Division of Information Technology¿s service catalog through a combination of telephone, email, and chat technologies, as well as to be the centralized call center for administrative units including Human Resources and Facilities (with the potential of future units being added later). Services would be provided to customers throughout the Augusta University environment and would include faculty, students, and staff. For all services, utilizing the ITIL V4 framework, Augusta University seeks a tiered business model that includes clear escalation policies, knowledge management, service level agreements, data analytics, reporting metrics and 24/7/365 services. Augusta University is is a dynamic, comprehensive research university offering more than 150 areas of study across ten colleges and schools through undergraduate, graduate, and professional programs. Augusta University has locations throughout Augusta, GA, as well as satellite campuses in Athens, Albany, Brunswick, Savannah, and Rome. Augusta University is home to the Medical College of Georgia, the nation¿s eighth largest and 13th-oldest medical school and the only public medical college in the state of Georgia. Augusta University is also home of the state¿s only dental college, the Dental College of Georgia, and the states only public academic medical center. Additionally, Augusta University is home of the state¿s largest College of Nursing
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