SMD_PS_RFI_509337_CUSTOMER CALL CENTER MANAGEMENT

The purpose of this Request for Information ("RFI") is for vendors to describe how to successfully transition NYCHA’s call center operations from an in-house to external framework, ensuring the vendor has the requisite expertise, operational infrastructure, and resource capacity to manage a call volume of up to 10,000 inbound calls per day.

This document is not a solicitation. NYCHA will not award a contract based on the responses to this RFI and a response to this RFI is not required in order to respond to any subsequent solicitation issued by NYCHA. A response to this RFI will not result in any preference or advantage in any subsequent competitive procurement. NYCHA reserves the right to develop the scope of services and detailed specifications for its competitive solicitation based on insights gained from responses to this RFI, which may encompass recommended practices, innovative solutions, and other critical information provided by respondents.

The release date of this RFI is, November 21, 2024 (the "RFI Release Date").

Questions related to the RFI must be submitted in writing and emailed before 3:00 p.m. December 12, 2024, to RFP.procurement@nycha.nyc.gov. Questions submitted in writing must include the firm name and the name, title, address, telephone number, fax number and e-mail address of the individual to whom responses to the Responder’s questions should be given. NYCHA will provide all questions and answers in an addendum to this RFI which will be issued on the New York City Record and within iSupplier no later than December 17, 2024.

Responses must be received by NYCHA no later than 2:00 p.m. EST on December 19, 2024 (the "Response Submission Deadline").

Responders may submit any materials that they believe may be of interest or use to NYCHA, whether existing or specifically prepared for this RFI. Responders are encouraged to provide other pertinent information and ideas beyond what is specifically requested in Section D.

One electronic copy (in PDF) of the response should be and received by NYCHA prior to the Response Submission Deadline.

Responders MUST electronically upload a single .pdf containing all components of the Response, which may not exceed 4G, into iSupplier by the Response Submission Deadline. NYCHA will not accept Responses by email, fax, or in hardcopy.

Instructions for registering for iSupplier can be found at http://www1.nyc.gov/site/nycha/business/isupplier-vendor-registration.page. After Responder registers for iSupplier, it typically takes 24 to 72 hours for Responder’s iSupplier profile to be approved. It is the Responder’s sole responsibility to leave ample time to complete iSupplier registration and to submit Responses through iSupplier before the Response Submission Deadline. NYCHA is not responsible for delays caused by technical difficulty or caused by any other occurrence. The submission of attachments containing embedded documents or proprietary file extensions is prohibited.