Email Box and Online Submission Sample Clauses

Email Box and Online Submission. The Service Provider shall provide an email box located on the People First System for Covered Population questions or assistance (“inquiries”). The email box shall include a dropdown for the functional area, a section for the question / comment, a section for Covered Population contact information, and the ability to transmit real-time and to view the status of open and closed Cases. The system shall send an automated, immediate reply to the sender that would show that the inquiry was received by the Service Provider. The Service Provider shall respond in detail to all email inquiries within one Business Day of receiving the inquiry. The Service Provider and Department shall work cooperatively in the development of the email box to ensure it meets the customer service expectations of the Department. In addition, the Service Provider shall develop a secure online submission functionality to receive forms and documents normally sent by Covered Population via fax. This process must be contained within the People First System, requiring members of the Covered Population to securely log into the People First System to submit forms and documents. Access to this online submission process must be easily accessible for employees. Process must include the ability to select the document type and the ability to attach multiple documents at one time. Documents must be encrypted within the applicable databases and accessible through the People First System. The Service Provider and Department shall work cooperatively in the development of the online submission functionality to ensure it meets requirements of Section 6 (“Security”) and the customer service expectations of the Department and Covered Population.
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Related to Email Box and Online Submission

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