Oregon Dept. of Justice Bias Crimes Unit Live Chat solution

The Oregon Department of Justice is looking to contract for the development, implementation, licensing, support and maintenance of an accessible, web-based live chat solution to allow for interaction between the DOJ Civil Rights Unit and our constituents reporting hate/bias crimes and incidents and violations of Oregon's sanctuary laws. This solution must deliver the following:• Responsive web app to allow for use on both computers and mobile devices• Present terms of use and require acceptance (informed consent) before starting chat session• Allow for anonymous chat sessions• Queue chat requests until an agent is available• Display a message and prevent initiators from starting a chat session outside of normal business hours and/or when the queue is excessively long• Prevent file uploads• Ability to selectively block and/or terminate session initiators in response to inappropriate use by individuals or security risks• Ability to request interaction in specific languages and route to agent(s) fluent in that language• Support 5-10 simultaneous agents• Log and save transcripts of all chat sessions. Chat logs access must be restricted to system administrators or designated super users.• WCAG-2.1 compliance for accessibility• Report on basic statso Overall number of chatso Number of chats by agento Average duration of sessionso Attempted chats where agent availability or language ability prevented usage/interaction• Provide for supervisor roleo Ability to monitor active sessionso Ability to break into active sessionso Ability to run reports on-demando Ad-hoc report creation• Must be installed and hosted in DOJ's Microsoft Azure tenant• Must be fully operational by June 30, 2022Number Name Deliverables Description Start Date End Date 1 project kickoffproject kickoff meetingHold initial meeting to discuss project requirements, staffing, deadlines02/01/2023 02/03/2023 2 User Acceptance Testing (UAT)User Acceptance Testing (UAT)UAT must be complete no later than June 23, 2023.04/17/2023 04/28/2023 3 go-livego-live dateSolution must be fully-operational no later than June 30, 2023.06/12/2023 06/12/2023Location RequirementsCandidate must be local or willing to commute or relocate.No preferenceAdditional Location Details (City, State) :Background Verification(Suppliers Only)To order, click on the link to the right: