Guilford County NC MUNIS #20018

COVID-19 Vaccine Call Center and Site Operations Staffing

The buyer is the Guilford County Purchasing Department, located in Greensboro, North Carolina. The contract is for COVID-19 vaccine call center and site operations staffing and technology to support the Department of Health and Human Services vaccination efforts. The awarded services include inbound and outbound call center operations to schedule vaccination appointments, data entry for registrations and vaccine administration into the NC COVID Vaccine Management System (CVMS), and operational support at vaccination clinics including registration, health education, front door screening, check out, and site operations. The call center technology requirements include software for 30 agents with web-based access, IVR options in English and Spanish, dedicated phone numbers, email addresses for scheduling and changes, call reporting, ANI filtering, and phone number masking. Guilford County will provide phones and computers, while the provider supplies the call center technology. Staffing is required full-time Monday through Saturday from 8:00 AM to 7:30 PM. The contract term is initially one year with two optional one-year renewals, totaling up to three years. The contract includes confidentiality agreements for staff and requires compliance with MWBE participation goals of 10%. The contract allows termination by either party with 30 days' notice. The place of performance is various Guilford County vaccination clinics in Greensboro, NC.

Description

Award for staffing and call center technology services to support COVID-19 vaccination efforts including call center operations, data entry, and vaccination clinic operations support.

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