Customer Service Center
The selected Contractor will establish and operate a Customer Service Center (CSC). The State envisions a single point of contact (one toll free telephone number) for all customers, representatives of customers when properly authorized, providers, those seeking general information about Department programs, or other individuals or entities as determined by the State. The Customer Service Center must be adequately staffed to meet the volume of inquiries received. In addition, the selected Contractor will provide staff and technology solutions to adequately respond to the needs identified in this RFP.
Due to the diversity of requirements, the Contractor must have the capability to support a wide
range of customer support work types for all communications channels (e.g. telephone, e-mail,
facsimile, postal mail, web, etc.)
