Notice Details

Through this procurement, DSS/HRA aims to replace our outdated systems, consolidate public facing numbers to leverage a common phone number and menu structure, implement directed dialogue technology to streamline access to critical information, and take advantage of new IVRS capabilities such as robo-calls and text messaging. In addition, DSS/HRA will implement a new work force optimization tool to ensure efficient management of the staff that support Infoline, the Agency’s main call center, and the On Demand call center. These changes will simplify how the public will access the information they need about agency services and benefits, improve language and disability access, and provide flexible and current technology to support the Agency’s evolving needs.