Telephone Survey - Inbound or Outbound (Rev. Aug 6 2009)

I want a small? telephone survey? system that has the ability to accept responses from Respondents over the phone using their touch tone phone.? I ask that each bidder submit two prices for their work: i) one bid for coding a solution that can allow both inbound calls (using POTS lines only) from Respondents? and one bid for a solution? that only performs? Outbound calls (POTS or Skype) to Respondents.? Respondents? answer questions by using their touch-tone phones and sometimes leaving a brief verbal recording, depending on the? question.? Each call will allow for 6-10 questions and responses.? The system will be Windows XP and Vista? compatible, and can be installed on a small desktop, and I would prefer the ability to migrate to intra-net and/or inter-net in future.? One phone line will be available to manage inbound or outbound calls and? a Skype account will be available for outbound calls only.? Systems that require minimal hardware other than a desktop preferred, and the system must? work in the U.S. and Canada.? All responses from Respondents need to be documented, and all voice recordings need to be stored for later access.? If Respondents? press "1" (for Yes) or "2" (for No)? on their touch tone phone keypad (depending on the question) the system will automatically email? to Supervisor(s) all questions and responses as a text or pdf file, and will also forward the wav or mp3 file of any voice recordings by Respondents.? ? The system should allow revision of these questions and 2-3 different templates of questions by the Admin.? One Supervisor may have several Respondents. The system is designed to capture responses from Respondents who call into the system on a toll free number, *or* receive automated scheduled calls from the system.? Based on responses (key-presses on a touch tone phone) the system can? automate follow up to Supervisors via email notification and they may then place manual phone calls to Respondents. ## Deliverables ** Revisions August 6, 2009** i) Bidder to describe level of effort required to convert to web-based solution in future, i.e., approximately how many additional hours of work would it require to convert the desktop solution to web-based solution for remote http or https access at some future date. ii) Solution must include features to allow for creating customized reports exported to Excel files.? The minimum customized reports would include statistical data such as: a) total number of new Respondents created, total number of survey call made, total number of survey calls completed, total number of survey calls not completed/not successful, b) statistical data by Region or by Supervisor (Region and Supervisor must be built into Respondent tombstone template), c) administrative reports such as listings of Respondents assigned Survey Template 1, Template 2, etc., d) Listing of all Survey calls in chronological order, showing questions and all responses and links to any verbal recordings made during survey, e) filtering ability to locate and review all Survey calls that meet certain criteria (Respondent, Region, Supervisor, Template, Question, Response, Start Date, End Date, etc.)? - please allow to screen for up to 5 criteria, f) ability to quickly identify by each Respondent the Survey success ratio, i.e., 85% of calls made were answered, 79% of calls were completed successfully. **End of August 6 2009 Revisions** **Revisions August 5 2009:** a) Based on the recurrence schedule selected for each Respondent, at the end of each Survey, the system will say e.g., "Your next Survey will take place on 'September 5 2009'" using text-to-speech. b) If selected by Supervisor, system must send be able to send out email after each survey with the following: i) PDF file with all questions and responses (based on touch tone entry by Respondent), ii) all mp3 files with Respondent's recordings if applicable, iii) if any exceptions were flagged in any of the responses during the survey, the email body text must include at the beginning of the message body the following: "There were one more exceptions flagged during the Survey" c) The system will give Respondents to press a button e.g., "*" to repeat the question and response choices for each question in the Survey d) For some questions, the system will allow the Respondent to transfer out to a Supervisor's telephone number (which varies by Respondent), or just a single static outbound phone number. ** End of revisions for August 5, 2009** 1. The people who respond to the automated survey? are "Respondents".? The Callers have "Supervisors" who take certain steps if Caller's do not make calls or answer "Yes" to any one of the 6-10 questions.? "Yes" means the Caller may have pressed the 1-key on their touch tone keypad.? There is no need for voice recognition.? If speaker verification can be integrated into the system, please describe method and approximate cost. 2. The person who makes changes to? questions, templates and records? all? verbal prompts? is the "Administrator" (Admin) 3. The system will allow me to have 2-3 templates of questions, e.g., each template will have 6-10 questions. The questions will be mostly "Yes" or "No", but some will be up to 4 multiple choices and some will be open ended. The Respondents? will use their touch-tone keypad on their phone to enter responses to Yes/No/Multiple Choice questions. For some questions, the system will prompt the Respondent to leave a brief message up to 30 seconds long, and this recording needs to be stored in a designated folder. 5. I am looking for one of two systems, **so please price each option separately**.? **Option 1**: The system will be designed to accept inbound calls from Respondents dialing over a regular POTS line? (and capture/record the Respondent's ANI info to determine the origin of the call), from a toll-free? landline (telephone card built into the desktop computer/server). **Option 2:** The system will be designed to perform Outbound calls only using a POTS line *or* a Skype account.? The system would also timestamp when Respondents made their calls, and send an email notification if Respondents did not complete their survey? within a defined deadline, i.e., the application must? allow to set up a recurring deadline such as Respondents? required to call in at designated intervals (for the Inbound system) or Respondents required to complete the survey when called (for the Outbound system), which shall be selected by the Supervisor.? The designated intervals will be 1 survey? per week, per 2 weeks, per 3 weeks, per 4 weeks or per XX days, as chosen by the Supervisor.? There will be a Start Date (when the first survey? is expected) and an End Date (after which no more? surveys are complete by the Respondent).? ? If Respondents do not complete the survey? by the designated deadline, an emailed alert will be sent to the Supervisor (e.g."Jane did not complete the survey on July 20, 2009 as required") 6. Respondents will? hear prompts to guide them to respond to the 6-10 questions.? The application must? have a way to authenticate the Caller using a PIN number, the Caller's ANI, or Voice Verification (desirable, but I realize the limitations).? At the end of the survey, when all questions have been answered, the system will store a file with the questions and all responses as a file (e.g., pdf or text) and also store all of the Respondent's? voice responses (for those questions that are open-ended and collect 30-second recordings from the Caller).? The text responses and Respondent's recordings? will show up as links under the Report screen described above. 7. Based on how the Respondents? responds, e.g., when? answering "Yes" to any question, ideally the system will automatically generate an email to the Respondent's? Supervisor and send an attachment with all the text responses and the voicemail recording (mp3 preferred).? In some cases, the Respondent will not properly complete the Call (and answer all the questions) so the application must? allow the Admin or authorized user to make a live call to the Respondent (preferably via Skype, but at least by land line integrated into the application) to follow up.? The application must? also have a "Notes" area to keep the Admin's notes of any such follow up contacts, which would be automatically timestamped.? There may be several "notes" that need to be timestamped and viewed in future by the Supervisor. 8. This is a low-volume system, no more than one inbound or outbound call needs to be managed at a time, some Respondents? may simply experience an occasional busy signal (inbound only). 9. The system? must be easily revised by the Admin, who may occasionally want to make revisions to the templates of questions, and the type of responses (Yes/No/Multiple Choice/Verbal recording). 10. The system must easily provide reports by Respondent to show when calls were made, and whether the Respondent answered "Yes" to any question, going back to up to two years. 11. Respondents? will typically complete? 1-4 surveys per month (identical survey each time), with a defined start date and defined end date, and? a way to set up a recurring deadline, e.g., required calls every 14 days or 4 weeks, etc, and flag instances of non-compliance with the deadline by the Respondent via email notification to the Respondent's? Supervisor and the Admin. The system will not permit Respodent to participate in the poll after the defined End Date, i.e., no inbound calls will be accepted if the Inbound system, and no more outbound calls will be made after the deadline on the Outbound system. 12. The system will? be designed so that it can be installed on any Windows XP or Vista system? on a simple desktop. If any specialized hardware, software or licenses are required, the proposal should make this clear.? Ideally, all databases are contained within the application, and/or linked to an Excel file that I can manipulate/view. 13. Beta version must be ready within 3 weeks after Bidder accepted by Buyer.