DHR CRFP

DHR Customer Call Center

DHR Agency Control Number: DHR/CALL/11-001-S

Important Notice 3 -- Extension of Proposal Due Date
Amendment #5
Questions and Responses #3 - 1-24-11
Amendment #4
Questions and Responses #2 - 1-20-11
Ammendment #3
Revised Attachment A--1-18-11
Appendix to Amendment #3
Questions and Responses #1--1-12-11
Important Notice 2--Questions and Responses #1
Important Notice--Revised Attachment A
Revised Attachment A - Pricing Proposal
Revised Attachment A - Pricing Proposal - Revised 1-4-11
Revised Attachment A-1 - Pricing Proposal Instructions
Revised Attachment P - Monthly Invoice
Ammendment #2
Pre-Proposal Conference Transcript
Summary of Pre-Proposal Conference
  Notice of Intent
  Customer Call Center RFP
  Amendment #1 to Call Center RFP
Attachment A--Pricing Proposal
  Attachment A-1--Pricing Proposal Instructions.PDF
  Attachment B to E--Affidavits, Sample Contract, EFT
Attachment F to L--MBE Documentation .doc
Attachment M to O--Lobbying, Living Wage, Hiring Agreement
  Attachment P--Monthly Invoice
Attachment Q--Performance Bond
  Attachment R--Surety Affidavit
Exhibit 1 State Holidays
Exhibit 2-A DHR IVR Main Script Revised-12.02.09.Balto.Co.
Exhibit 2-B Energy Assistance IVR Scrip & Procedures
Exhibit 2-C Group Home IVR Script & Procedures
Exhibit 2-D Procedures for Handling Calls
Exhibit 2-E Samples of Call Center Scripts
Exhibit 3-A 9701 Application for Benefits 10-07
Exhibit 3-B 9702 Application for one person
Exhibit 3-C 9704 application for emergency assistance
Exhibit 3-D 9705 QMBSLMB Application 3-06
Exhibit 3-E 9708 APPLICATION LTC kinship care etc 10-06
Exhibit 3-F 9708A MA APPLICATION-revised 3-15-04
Exhibit 3-G Application Request
 Exhibit 3-H Search App
Exhibit 3-I Application for Enforcement
  Exhibit 3-J Information for Support Enforcement Services
Exhibit 3-K Request for Asst 9711 -3-08
Exhibit 3-L STOP PAYMENT
  Exhibit 4-A Annual Collection Fee Charge
  Exhibit 4-B Questions and Answers 2
  Exhibit 4-C Customer Rights and Responsibilities
  Exhibit 4-D Application Instr w location
  Exhibit 4-E Direct Deposit
  Exhibit 5--CSEA Call Center Reference Guide
  Exhibit 6- Work Order Tracking System