24x7x365 Fraud Hotline Services

The agency is seeking a vendor to provide continuous, twenty-four hours per day, 365 days per year fraud hotline services. This initiative aims to solve the challenge of receiving, managing, and analyzing fraud reports securely and confidentially at any time of day or night. The selected provider must manage the hotline call center and establish a dedicated web interface for report intake. The scope of work requires the hotline staff to possess or develop investigative interviewing experience and deliver professional customer service to callers, including those for whom English is not a first language. The agency requires a cost-efficient translation service in multiple languages to support this diverse caller base. Additionally, the hotline must accept anonymous complaints, maintain that anonymity at all times, and allow anonymous complainants to call back to provide additional information linked to the original report rather than generating a new incident number. The service provider must create a secure, confidential database to record the detailed substance of all complaints. The proposed hotline solution must also feature the capability to perform real-time trend analysis on incoming reports. Performance of all requested work will take place offsite. Only organizations based onshore in Canada are eligible to bid on this opportunity. The agency is structuring the contract for a duration of three years. While the agency is looking for proposals to define the budget, bidders must submit all questions no later than January 10, 2026. Responses to the solicitation can be submitted digitally via email or online.