HQ Case Management System and Complaint Hotline RFP Questions and Answers Document – August 2021

30 users should suffice; we would like the ability to add and remove users as needed and need to know the maximum number of user accounts we are able to create to access the software. [...] We would like to know if SMS will be a future feature to add on if not available now, due to the growing proclivity of mobile phones in our countries of location and generally across the globe. [...] ● Details currently captured at intake form: when did the incident occur? Who was involved in the incident? Who in management is aware of the incident? When and how did management learn of the incident? Has the incident been reported to anyone outside of Mercy Corps? Was anyone outside of Mercy Corps associated with the incident? Who else witnessed this incident? ● Category specific details: ○ Fra. [...] Do all employees who are submitting cases require 2-way communication? A: by two-way, we would envision the capacity to send and receive messages to the reporter via the case management system. [...] Will you require interaction with the caller beyond intake? A: Yes, at the discretion of the caller -- those who wish will have the option to call the call center and check on the status of their report, where available.