Vendor Information Session - Florida Department of Children and ...

Abuse Hotline TransformationThe Department plans to issue a Request for Quotes (RFQ) to interested parties for the enhancement ofexisting call center technology to include a streamlined intake process, a new online reporting tool, andperformance management functions to provide a more seamless experience for Hotline counselors and toimprove the quality of their interaction with Child Protective Investigators and law enforcement.Operational improvements expected from this initiative include:‣ Increased self-service by reporters (professionally mandated reporters as well as the general public andfamily members)‣ Improved timeliness of response to calls‣ Improved data accuracy and more actionable data provided to Child Protection Investigators, CrimeIntelligence Unit, and Law Enforcement, resulting in improved ability to respond to threats‣ Improved ability to identify patterns of abuse and proactively manage high risk situations and improvedtargeting of abuse investigations‣ Improved workforce management, through increased use of performance metrics that are quality andoutcome based, as opposed to simple “handle time” metricsServices to be ProcuredSystem Requirements Technology Evaluation & Solution Call Center/Telephony Systems IntegrationTraining Organizational Change ManagementAnticipated TimelineOct-2011Procurement Released (RFQ)Dec-2011Vendor Selected/Contract AwardedNov-2011Vendor Responses DueJan-2012Contract Begins5