IVR QA Assessment
Pursuant to G.S. 147-64.6 and G.S. 147-64.7(b)(1), the Office of the State Auditor is seeking a qualified firm to
perform a quality assurance assessment of a cancelled Interactive Voice Response (IVR) replacement project
at the Wildlife Resource Commission (Wildlife).
A high level background of the project and the primary areas of focus for the quality assurance review are
summarized in the following sections of the RFP. The successful bidder is expected to perform an overall
assessment of what lead up to the project cancellation as well as insights into how best to remove barriers and
obstacles going forward to improve the working relationship of all involved parties. In addition, the review
should address potential areas for improvement and recommendations for effectively providing required IVR
service delivery for the agency and impacted citizens. Activities that transpired during this project merit review
to ensure that corrective action can be taken as appropriate to better position agencies, vendors and state
government to provide improved IVR services in the most cost-effective and best-managed manner in the
future.
