6.1g ERMUSR 03-12-2024 - Laserfiche WebLink

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Post Cards for Electric Meter Exchanges: About two weeks prior to the scheduled electric meter exchange, Supplier shall X send post cards the planned change -outs. This means nearly every day a different batch of post cards would be sent 155 (vendors can batch the post cards and send once per weekversus daily if that is desired by Supplier. Yes Please see detail response in RFP Bid Call Center Process Records Availability. The Supplier should make available to Purchaser a record of all communications between the X 156 Supplier and purchasers customers upon request. A copy of all remarks, calls, or logs of communications from the Supplier customer management system is sufficient. Purchaser Monitoring of Customer Calls: Upon request, Supplier should provide the capability for X 157 Purchaser to monitor the Supplier's phone conversations with conversations with Purchaser's customers. Call Center Quality Assurance Call Recording and Retention. There may be situations where a customer will call Purchaser regarding an exchange X between the customer and the Supplier's representative. These situations may require the ability for Purchaser to review the actual conversation between the customer and the Supplier's representative. The Supplier may be required to provide the following system requirements. All calls to the Call Center should: - Be recorded 158 - Be catalogued by date, time, complaint or phone number - Be maintained a minimum of one hundred eighty (I80) days with the option to hold specific calls for a longer period as necessary - Have the ability to be queried by date, time, phone number and agent - Made available in Wave file format Purchaser should retain right to audit call recordings. 159 Average Hold Time Maximum: Supplier should answer 90%of the calls within 60 seconds and 100%within 5 minutes. X Call Wait Time Statistics: Purchaser upon request should be provided call center statistics including the following: - X Total calls - Average Speed of Answer (ASA) 159 - Wait time - Total and average hold time - Abandoned/lost calls 160 Escalation to Purchaser Percentage. Based on the Supplier's experience, indicate how many of these calls are expected X to be escalated to Purchaser for resolution. 160 Supervision. Upon request, the Supplier shall describe how the Supplier will ensure that appropriate supervision is on- Yes X site at all times during hours of operation. Please see detail response in REP Bid Languages Supported. The predominant language in Purchaser's service territory is English. The Supplier is requested to X communicate with customers that speak languages other than English, but it is not required to have multiple US 161 languages but please list how you address conversations with non-English customers? Yes Please see detail response in REP Bid Customer Satisfaction & Call Center 162 Hours of Operations. The Supplier should provide their Customer Call Center hours of operation from a minimum of X 7:00 AM to 7:00 PM CST on all installation days. If availability exists less or more than the Appointment Scheduling For business customers, the Supplier should notify the business of their purpose. If an outage is required, the Supplier may inquire if it is possible for the outage to occur at that time. If not, the Supplier may be required to return to the 163 premise at a scheduled time with the business. Yes X Please see detail response in REP Bid Electric Meter Installation Times: Normal hours for the Supplier to work in the field doing meter installations at customer premises should never be before or after daylight hours typically before 8 AM or after 5 PM Monday to Friday 164 for most instances, unless requested by the customer. The hours can be extended past 5 PM in the summer months �coordinated X when the day light is longer but not before 8 AM, unless requested by the customer. The specific installation time to be monthly between Supplier and Purchaser. Water Meter Working Hours for Customer Appointments: 7:01 am until 7:00 PM Monday -Friday and 1:00 to 5 PM on 165 Saturdays. Special circumstances outside of these hours must have prior authorization from Purchaser. X Worker Requirements. Purchaser reserves the right to request and review any of the items specified in the following section: Human Resources Plan. The Supplier should ensure that their Human Resource plan that addresses the recruiting, staffing and management of internal or contractor personnel to be used to deal with the requirements of this RFP. This 166 plan should include hiring policies, security screening procedures, testing and performance review procedures and other X pertinent procedures. 167 Employee vs Contractor: Supplier must indicate whether each employee involved are direct employees of the prime X contractor or subcontractors. 168 Onsite Project Manager: Must be an employee of the prime contractor. Yes X Please see detail response in REP Bid Qualified Workers. Supplier should employ and assign work only to qualified workers. Qualified workers shall be trained by the Supplier in accordance with an established set of specific qualifications inclusive of experience, training, audit, and 169 related items that are relevant to the nature and type work activities to be performed. X Licensed. Purchaser expects that the Supplier and their subcontractors and agents are properly licensed and qualified (including having all necessary authorizations) to perform the class and type of the services as specified, in addition to 170 being properly insured, equipped, organized, staffed, and financed to handle such services. X Professionalism. The Supplier should perform the services in an orderly and professional manner. Including but not 171 limited to customer experience expectations such as hygiene, respect for property, clean-up workspace, no cussing, no Yes X moking, etc I IPlease see detail response in REP Bid Skilled and Physicalfty: Workers. The Supplier should not employ for the services any personnel or subcontractor unskilled in the work assigned. Also, ability to lift 50 pounds, stoop for long periods of time each day, enter small areas 172 and unique compartmented areas inutility locations, extend extremities to reach meter areas, use of stairs. Also, okay X with working in areas with insects and wildlife. 209