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Solicitation Title:
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PennDOT's Customer Call Center
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Agency:
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Department of Transportation
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Existing Contract Number:
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4400007265
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Proposed Solicitation Date:
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4/1/2015
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Contract Expiration Date:
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12/2/2015
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Proposed Method of Procurement:
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RFP
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Description:
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The Pennsylvania Department of Transportation (PennDOT) has a need for a qualified Offeror with in-bound call center experience capable of providing telephone, e-mail and fax informational services to over 3.7 million driver and vehicle inquiries annually as well as 40,000 customer calls pertaining to PennDOT’s “Fix Roads” program annually. Access and quality of information are key requirements. Access to information is to be addressed primarily through technology and automation, with Customer Service Representatives (CSRs) available to handle complex customer questions and individual-specific customer needs. Service access is to be maximized with the use of technology to address growing customer demands while minimizing costs.
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