ADOPTED - May 9, 2006
Agenda Item No. 16
Introduced by the Human Services and Finance Committees of the:
INGHAM
RESOLUTION TO AUTHORIZE A
CALL CENTER AGREEMENT WITH PECKHAM, INC.
RESOLUTION #06-124
WHEREAS, the County operates the Bureau of Health Plan Management within the Health Department; and
WHEREAS, the Bureau provides administrative support to the Ingham Health Plan Corporation and to several other county and regional health plans; and
WHEREAS, one of the Bureau’s functions is to operate a toll-free call center to assist the enrolled population (over 40,000 persons) and medical providers (more than 4,000); and
WHEREAS, it is necessary to supplement the resources of Ingham County staff in order to provide a responsible service through the call center and funds were included in the Bureau’s 2006 budget for this purpose; and
WHEREAS, the Health Department has worked with the Purchasing Department to solicit and evaluate proposals for call center support and Peckham, Inc. was selected as the preferred provider, and had the lowest per minute proposal; and
WHEREAS, the Health Officer has recommended that the Board of Commissioners authorize a call center agreement with Peckham, Inc.
THEREFORE BE
IT RESOLVED, that the Ingham County Board of Commissioners authorizes a Call
Center/Message Center Services Agreement with Peckham,
Inc., 2822 N. Martin Luther King Jr., Blvd,
BE IT FURTHER RESOLVED, that the agreement shall be for the period June 1, 2006 through May 31, 2009.
BE IT FURTHER RESOLVED,
that
A. Pay Peckham,
Inc. $0.51 per minute for calls, and $2,500 for start-up costs, and $15.90 per
hour per person to train
B. Forward calls to a telephone number specified by Peckham, Inc.
C. Provide an email address to receive collected information from Peckham, Inc.
BE IT FURTHER RESOLVED, that Peckham, Inc. shall:
ADOPTED - May 9, 2006
Agenda Item No. 16
RESOLUTION
#06-124
A. Provide, on average, at least three (3) call center agents that will be available to receive incoming calls during normal business hours.
B. Maintain telecommunications equipment and connectivity capable of receiving and queuing incoming calls.
C For each call received by
the Peckham call center, Peckham
will send an email with required information to a designated
BE IT FURTHER
RESOLVED, that the Ingham County Board Chairperson is authorized to sign the
agreement after review by the
HUMAN SERVICES: Yeas: Grebner, Bahar-Cook, Hertel, Dedden, Schor, Severino
Nays: None
Absent: None Approved 5/01/06
FINANCE: Yeas: Thomas, Hertel, Grebner, Dedden, Weatherwax-Grant, Dougan
Nays: None Absent: None Approved 5/03/06