Agency Employ & Econ Development Dept

Contractor Strategtic Contact

SWIFT Contract Number 30895

Project Name Call Center Enhancement Project

Project Number (if applicable) {Empty}

Summarize purpose of the contract, including why it was necessary: The MN UI Program depends on its call center operations to provide customer services to the citizens and businesses in Minnesota. Optimizing call center operations will improve customer interaction, customer experience and program performance.

Project Duration

Start Date Mon, 03/14/2011 - 00:00

Original end date Tue, 03/13/2012 - 00:00

Actual end date Wed, 08/14/2013 - 00:00

Did project finish on time? Yes

Total billable hours utilized (if applicable) {Empty}

Contract Amounts

Original contract: $238130

Amendments $241964

Contract total $480094

Did project finish within budget? Yes

What was the funding source? B22UIAUT11

Is this a sole source contract? No

If this was a single source contract, explain why the agency determined there was only a single source for the services (if applicable) {Empty}

Evaluator Name Kevin McDowell

Evaluator Email Address kevin.mcdowell@state.mn.us

Evaluate the contractor's timeliness The contractor maintained the schedule for deliverables and was responsive to our scheduling requirements.

Evaluate the contractor's quality The contract is a recognized authority in call center operations. The provided expert consultation in best practices for call center operations.

Evaluate the contractor's cost The contractor provided excellent value for the level of expertise they brought to the project and the volume of work that they provided.

Evaluate the contractor's overall performance Very satisfied with the contractor's performance. They were dedicated to working with us in improving our call center operations. The passion for excellence was outstanding.

Would you engage the contractor's services again? Yes

Describe any negative action taken during the duration of this contract (i.e., termination, pursuit of suspension, etc.): None

Please rate the overall experience with the contractor 4 - satisfied