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cuuupid /glm-4v-9b:a75c9193

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```markdown # B.2 PERFORMANCE WORK STATEMENT ## 1. BACKGROUND The Department of Veterans Affairs (VA) Veterans Experience Office (VEO), Multi-Channel Technology (MCT) is charged with enhancing Customer Experience (CX) through the various "channels" through which VA and its customers interact. Since its inception, MCT has connected VA's lines of business (LOBs) and Office of Information and Technology (OIT) to catalyze change and develop solutions that address the needs of Veterans, their family members, Service members, Veterans Service Organizations (VSOs), and the community of VA business partners and stakeholders. VEO's Contact Center provides a variety of public facing services through the work of both Government and Contractor full time equivalent (FTE) staff. The Veterans Health Administration (VHA) is the largest integrated health care network in the United States, with 1,294 health care facilities serving over 9 million enrolled Veterans each year. When VA cannot provide the care needed, VA authorizes care to Veterans and eligible beneficiaries using community resources, referred to as Community Care for Veterans and Veteran and Family Member Program (VFCMP) for family member beneficiaries. The VHA Office of Integrated Veteran Care (IVC) is responsible for the management of the Veteran Community Care Program (VCCP). The Veterans Benefits Administration (VBA) provides a variety of benefits and services to Service members, Veterans, and their families. VBA seeks to understand the unique issues Veterans face and are here to help Veterans and eligible dependents to obtain compensation, education, health care, home loan, insurance, pension, vocational rehabilitation and employment, and burial and memorial services. The VBA support line is the initial point of contact for Veterans and their families to get started for applying for eligible benefits. With all three organizations requiring call center support, this Performance Work Statement (PWS) hopes to capture as much of the common requirements as possible and create synergy to better help each organization support our Veterans and their families. ## 2. SCOPE OF WORK The Contractor shall provide contact center support, performance related data and program management support for an established contact center which answered 1.4 million calls in fiscal year 2023, reflecting a 21% increase from the prior year. The Contractor shall leverage existing Government technology/tools to include Telephony, Customer Relationship Management (CRM), Workforce Management, Quality Management, Knowledge Management, Customer Satisfaction, Data Visualization, and training. The Contractor shall operate multi-channel operations to include various aspects of Veteran benefits, compensation, healthcare by receiving and responding to inquiries, providing information and services through various channels including telephone, a language translation service, mail, email, TDD/TTY, and web chat. ``` <|endoftext|>
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