Posted Date : January 24,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-1847
Government Authority located in Kansas; USA based organization looking for expert vendor for full child support operations services and call center functions.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide full-service operations including the functions of a call center for the establishment and enforcement of child support in the State for the Department for Children and Families.
- Kansas is seeking vendors that balance cost-effectiveness, customer service, workforce needs, federal and state outcomes along with innovative, caseload management and customer engagement.
The selected vendors must assist Kansas in achieving the top three (3) IV-D program priorities:
1) Timely, correct, and accurate casework;
2) A knowledgeable, fair, and professional workforce; and,
3) A unified, one Kansas IV-D team approach.
- Effectiveness will be measured by outcomes that are within the contractors control such as meeting all federal and state timeframes; sending and processing customer paperwork timely and accurately; calculating financial credits and debits accurately and timely; maintaining program and system confidentiality and security; and, addressing customer issues timely, professionally, realistically, and while applying IV-D policy and procedure correctly.
- The Contractor shall ensure that the program requirements are administered equitably to all customers regardless of whether they currently receive public assistance, have received public assistance in the past, or have never received public assistance. The Contractor shall ensure that the program requirements are administered impartially to all customers regardless of the type of service requested or the amount of the child support order to be enforced. Furthermore, the Contractor shall ensure that child support services are provided with a high degree of professionalism, effectiveness, timeliness, accuracy, and a commitment to quality.
- Provide accurate, complete information to the Customer
- Properly and timely update all DCF action log screens including narrative
- Properly redirect Customers.
- Mail requested materials within established time frames.
- Communicate timely, accurately, and professionally with employers and other payors of income including one-time payments or workman’s compensation benefits or similar as well as regular earnings.
- Communicate timely and appropriately with other Kansas IV-D vendors and other IV-D case providers to provide smooth, consistent, and professional customer service, and caseload management regarding any shared Kansas IV-D cases.
- Initiating calls or other electronic communications to Payors for employment and payments, to Payee for information and to employers to inquire on the status of payments.
- Responding to calls, including all calls transferred from the DCF IVRS, letters or other written requests (including electronic), and providing information to customers about the status of the case, communicating realistic expectations to customers based on next actions needed, as to when to realistically expect resolution, and how and when the customer will receive said information, and escalating as necessary.
- Seeking modification of child support and medical support obligations timely and upon request of parties.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: February 25,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-1847
Government Authority located in Kansas; USA based organization looking for expert vendor for full child support operations services and call center functions.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide full-service operations including the functions of a call center for the establishment and enforcement of child support in the State for the Department for Children and Families.
- Kansas is seeking vendors that balance cost-effectiveness, customer service, workforce needs, federal and state outcomes along with innovative, caseload management and customer engagement.
The selected vendors must assist Kansas in achieving the top three (3) IV-D program priorities:
1) Timely, correct, and accurate casework;
2) A knowledgeable, fair, and professional workforce; and,
3) A unified, one Kansas IV-D team approach.
- Effectiveness will be measured by outcomes that are within the contractors control such as meeting all federal and state timeframes; sending and processing customer paperwork timely and accurately; calculating financial credits and debits accurately and timely; maintaining program and system confidentiality and security; and, addressing customer issues timely, professionally, realistically, and while applying IV-D policy and procedure correctly.
- The Contractor shall ensure that the program requirements are administered equitably to all customers regardless of whether they currently receive public assistance, have received public assistance in the past, or have never received public assistance. The Contractor shall ensure that the program requirements are administered impartially to all customers regardless of the type of service requested or the amount of the child support order to be enforced. Furthermore, the Contractor shall ensure that child support services are provided with a high degree of professionalism, effectiveness, timeliness, accuracy, and a commitment to quality.
- Provide accurate, complete information to the Customer
- Properly and timely update all DCF action log screens including narrative
- Properly redirect Customers.
- Mail requested materials within established time frames.
- Communicate timely, accurately, and professionally with employers and other payors of income including one-time payments or workman’s compensation benefits or similar as well as regular earnings.
- Communicate timely and appropriately with other Kansas IV-D vendors and other IV-D case providers to provide smooth, consistent, and professional customer service, and caseload management regarding any shared Kansas IV-D cases.
- Initiating calls or other electronic communications to Payors for employment and payments, to Payee for information and to employers to inquire on the status of payments.
- Responding to calls, including all calls transferred from the DCF IVRS, letters or other written requests (including electronic), and providing information to customers about the status of the case, communicating realistic expectations to customers based on next actions needed, as to when to realistically expect resolution, and how and when the customer will receive said information, and escalating as necessary.
- Seeking modification of child support and medical support obligations timely and upon request of parties.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: February 25,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$