Guilford County NC MUNIS #20018

Award for COVID-19 Vaccine Call Center and Site Operations Staffing in Guilford County, NC

Guilford County, North Carolina has awarded a contract for COVID-19 vaccine call center and site operations staffing to support its public health response. - Government Buyer: - Guilford County Purchasing Department, Department of Health and Human Services - Awarded Vendor: - PROTIVITI GOVERNMENT SERVICES INC - Products and Services Requested: - Call center technology: web-based software for at least 30 agents - Features: IVR in English and Spanish, voicemail, call statistics reporting, integration with county IT - Staffing for: - Inbound and outbound call center operations (scheduling, public inquiries) - Data entry into the North Carolina COVID Vaccine Management System (CVMS) - Onsite vaccination clinic support (registration, health education, screening, check-out) - One-time non-recurring setup or implementation cost - Notable Requirements: - Strict confidentiality and background checks for staff - Insurance coverage and compliance with MWBE participation goals - Technology must integrate with county systems and support both English and Spanish - No specific OEMs for technology are named; the awarded vendor is responsible for both staffing and technology - Contract Duration: - Base period of one year, with two optional one-year renewals (up to three years total)

Description

Guilford County is soliciting proposals from qualified firms to provide call center operations and site operations staffing to assist the public in securing appointments for COVID-19 vaccinations. The scope includes inbound and outbound call center services, data entry for registrations and vaccinations, and operational support at vaccination clinics. The contract includes staffing and call center technology, with an initial term of one year and options to renew for two additional years. The work requires compliance with confidentiality, insurance, and MWBE participation requirements.

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