SoCal 511 Interactive Voice Response Services

SCOPE OF SERVICES General The Contractor shall be responsible for: 1. Understanding the core purpose, functions and features of the IVR and ensuring that at all times the impact to the public is present and accounted for; 2. Implementing, testing, verifying, validating, and deploying the IVR; 3. Operating and maintaining the IVR for the life of the contract; 4. Continuously providing improvements and optimizations to the IVR; 5. Working with LA SAFE and its partners to identify new and enhanced voice services for possible implementation and deployment; 6. Implementing and deploying new voice services in the IVR as directed by LA SAFE; 7. Providing all systems, equipment, software, training, documentation, expertise and staffing necessary to manage, develop, deploy, improve, and continuously operate the IVR over the life of the contract; 8. Keeping abreast of industry trends and new voice services tools, technologies, and platforms, and making recommendations to LA SAFE on what can be done to improve user acceptance, user satisfaction and user retention of the IVR; and 9. Continuously monitoring the IVR to ensure it is meeting its service levels.

Division 27 -

Communications, Voice Communications.