2) Xerox Reference Evaluation and General Experience.pdf

The document is a Request for Proposal (RFP) C1510000 for Recreation and Reservations Sales Service, issued by the California Department of Parks and Recreation. The RFP involves Xerox (specifically Xerox US eDirect) as the primary bidder, with an evaluation process conducted by the GECR (General Experience and Customer References) Evaluation Team. The evaluation includes multiple customer reference checks from various state and local government agencies, including Pepco Holdings, Minnesota DNR, Essex County Department of Parks, Mississippi Department of Human Services, CPUC, California Department of Child Support Services, Michigan Department of Health and Human Services, and Miami-Dade County Parks.

The RFP focuses on evaluating Xerox's capabilities to provide comprehensive recreation and reservations sales services, including contact center reservations, online recreation reservations, tour sales, recreation sales fulfillment, on-site recreation sales support, customer service, system administration, database management, web-based programs, reporting, and third-party payment processing services. The evaluation process involves detailed scoring across multiple criteria, with percentages assigned to different aspects of the bidder's experience and proposed solution. Xerox was assessed on its ability to demonstrate a thorough five-year history of service delivery, implementation capabilities, and alignment with the project's specific needs. The evaluation team conducted telephone interviews with references to validate the bidder's claims and verify the accuracy of their service performance representations.