Provision of a customized telephone and web based confidential complaint mechanism to address a range of container trucker concerns relating to the work of the container trucking commissioner
Numéro de sollicitation MOTI TCSB NOI 2024-03-06
Date de publication
Date et heure de clôture 2024/03/16 19:00 HAE
Description
Provide a Confidence Line telephone and web based service that provides intake coverage 24/7, 365 says per year for both new and returning callers. Program will receive information from employees, students, customers, suppliers, contractors, and/or others who have suspicion of wrongdoing, illegal or unethical acts, or non compliance with company policies or procedures. The service must allow for 800 national and international numbers that will be forwarded to the call centre.
A secure E-web reporting communications process will also be provided that allows for direct and confidential communication between the Reporting Party and the Drayage Confidence Line. Complainants must be able to anonymously log on from a secure website that is created and customized to the Drayage Confidence Line requirements. The option to directly upload electronic documents must be provided, as well as the option to forward documentation to the Confidence Line office.
The service must have the ability to receive and document multiple calls and electronic reports simultaneously, and be designed to meet the needs of all users and effected parties. A set of questions and classifications must be developed that reflect the complexities of the sector and the typical complaints. Reporting software must be included in the service, with sufficient oversight and quality control in place for all complaints received.
Call agents are expected to have previous call centre experience with the ability to utilize the system software and accurately record the complaints. Emergency protocols involving program managers must be in place for high risk situations. The anonymity of the complainants must be protected, and all records must be properly stored and secured.
The service must be in place immediately upon reward of the contract.
A secure E-web reporting communications process will also be provided that allows for direct and confidential communication between the Reporting Party and the Drayage Confidence Line. Complainants must be able to anonymously log on from a secure website that is created and customized to the Drayage Confidence Line requirements. The option to directly upload electronic documents must be provided, as well as the option to forward documentation to the Confidence Line office.
The service must have the ability to receive and document multiple calls and electronic reports simultaneously, and be designed to meet the needs of all users and effected parties. A set of questions and classifications must be developed that reflect the complexities of the sector and the typical complaints. Reporting software must be included in the service, with sufficient oversight and quality control in place for all complaints received.
Call agents are expected to have previous call centre experience with the ability to utilize the system software and accurately record the complaints. Emergency protocols involving program managers must be in place for high risk situations. The anonymity of the complainants must be protected, and all records must be properly stored and secured.
The service must be in place immediately upon reward of the contract.
Durée du contrat
La durée estimée du contrat sera de 36 mois.
Accords commerciaux
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Veuillez consulter la description ou les documents de l'appel d'offres
Coordonnées
Organisation contractante
- Organisation
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Integrated Transportation Planning Branch
- Autorité contractante
- Justin Boyd
- Adresse courriel
- Justin.Boyd@gov.bc.ca
Détails de l'offre
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