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. The agency needs to solve the challenge of receiving, managing, and analyzing fraud reports securely and confidentially at any time of day or night. To address this, the agency requires a managed call center and a dedicated web interface for report intake. The scope of work covers establishing a secure, confidential database to record the substance of complaints and performing real-time trend analysis on incoming reports. The hotline staff must possess or have the ability to develop investigative interviewing experience and deliver professional customer service to callers, including those for whom English is not a first language. The requested solution must support cost-efficient translation services in multiple languages, allow for anonymous complaints, and enable anonymous callers to provide follow-up information linked to their original report without generating a new incident number. Eligibility is restricted to Canadian organizations, and the performance of the work will take place offsite. Bidders must submit their responses digitally via email or online, and the agency is looking for proposals to determine the budget. The agency is offering a contract period of three years, and all questions regarding this opportunity must be submitted no later than January 10, 2026.