Purpose of Procurement
Pursuant to the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide Enterprise Call Center Service to Augusta University (the State Entity) as further described in this eRFP.
Summary and Background
Augusta University, a unit of the University System of Georgia, seeks information from qualified and experienced organizations to provide IT help desk and administrative call center services.  Augusta University seeks to partner with an organization to provide a Tier 1/Tier 2 IT help desk to support our customers on all aspects of the Division of Information Technology¿s service catalog through a combination of telephone, email, and chat technologies, as well as to be the centralized call center for administrative units including Human Resources and Facilities (with the potential of future units being added later).  Services would be provided to customers throughout the Augusta University environment and would include faculty, students, and staff.  For all services, utilizing the ITIL V4 framework, Augusta University seeks a tiered business model that includes clear escalation policies, knowledge management, service level agreements, data analytics, reporting metrics and 24/7/365 services.
Augusta University is is a dynamic, comprehensive research university offering more than 150 areas of study across ten colleges and schools through undergraduate, graduate, and professional programs.  Augusta University has locations throughout Augusta, GA, as well as satellite campuses in Athens, Albany, Brunswick, Savannah, and Rome.  Augusta University is home to the Medical College of Georgia, the nation¿s eighth largest and 13th-oldest medical school and the only public medical college in the state of Georgia.  Augusta University is also home of the state¿s only dental college, the Dental College of Georgia, and the states only public academic medical center.  Additionally, Augusta University is home of the state¿s largest College of Nursing