2425-08 RFP CS_Q&A_final.pdf

Rev. 06/15/18

Questions and Answers

2425-08 RFP CS

Call Center Staff Augmentation

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.

Below are the questions and answers related to this solicitation. In the table below, the Department of Financial Services (Department) has answered each of the questions submitted by potential respondents.

No. Attachment Identifier

Section Number

Sub-Section Reference

Item Reference

Page No. Question Department Response

1. Attachment 2 Scope of Work

Is previous experience with any specific customer information systems, phone systems, or softwared required?

The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the contract. The Department uses Five9 telephony. The Contractor’s compatibility with the Department phone system is critical.

2. Attachment 2 Scope of Work

What is the minimum required total call capacity?

There is no minimum required total call capacity.

Due to the impact of substantial hurricane activity in 2024, the Division entered into an emergency contract with a provider for emergency call center services in October 2024. The call center services were activated from mid-October to late November. During that time, the vendor handled 11,700 calls – an average of

575 per day on weekdays and 49 daily on weekends.

Highest daily call volume was 812 calls.

3. Attachment 2 Scope of Work

What is the minimum simultaneous inbound call capacity?

There is no minimum simultaneous inbound call capacity. See previous answer for Question 2.

4. Attachment 2 Scope of Work

What is the maximum hold time?

See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (b).

5. Attachment 2 Scope of Work

What percentage of inbound calls must be answered by a live operator?

All calls must be answered by a live operator. The use of an interactive voice response (IVR) system is permitted.

See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (a).

6. Attachment 2 Scope of Work

What percentage of calls must be resolved without a transfer, second call, or a return call?

. The Contractor shall handle all calls and enter data in a webpage template.

7. Attachment 2 Scope of Work

What is the maximum percentage of calls that can be terminated by the caller without resolution?

The Contractor shall handle

8. Attachment 2 Scope of

What time of day, days of the week, or times of the years do calls typically peak?

As stated in the Attachment 2, Statement of Work, Section 1, these calls would be handled during a Catastrophic Response

(CAT).

9. Attachment 2 Scope of

Please confirm the due date for this procurement by providing it in response to answers to questions.

Deadline to submit Responses and all required documents to the Department is March 17, 2025 at 3:30PM (ET).

10. RFP Are bidders permitted to deviate in any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Respondents must use the Attachment 3, Price Response Form, to submit a price response. Respondents cannot deviate or submit an alternate price response form.

11. Attachment 2 Is there currently a training program for respondents staff? If not, will the department work with respondent to create?

Per Section 5 Contractor Responsibilities, Deliverable 1, g., call center employees will be trained by Division staff prior to taking calls on behalf of the Division. The training, provided by Division staff, is estimated at four hours.

12. Attachment 2 How many hours training are required for agents?

See previous answer to Question 11.

13. Attachment 2 Will respondent need to supply telephony?

Yes.

14. Attachment 2 Will call tracking be required outside of the Microsoft form?

See Attachment 2, Statement of Work, Deliverable 3.

15. Attachment 2 Is there a minimum number of FTE’s required to be supplied?

As stated in Attachment 2, Statement of Work, Deliverable 1, the Contractor will determine resources and staffing levels necessary to perform under the contract.

16. RFP Will the department be leveraging multiple vendors for CAT services?

As stated in Section 5.1 Basis of Award, the Department intends to award one (1) Contract resulting from this RFP but reserves the right to award multiple Contracts by region(s) or to make no award.

17. Attachment 2 Will outbound calling be required?

The Department does not require the Contractor to make outbound calls to consumers. See Attachment 2, Statement of Work, Deliverable 1, 3)(c)(iii) and 3)(i).

18. Attachment 2 Will remote (onshore) staff be allowed or do all agents need to be onsite?

See previous answer to Question 15.

19. Attachment 2 Are there call forecasts associated with the required queue time of less than 10 minutes?

20. Attachment 2, Statement of Work

Section 6 Department’s Responsibilities

Page 5 What is the Department’s CAT program length of training-number of hours? Is there a

Question 11.

recommended or required timeline for training agents prior to the start of call-taking in the event of a catastrophic activation?

21. Attachment 2, Statement of Work

Section 6 Department’s Responsibilities

Page 5 Is it acceptable to conduct training in a virtual environment?

Yes.

22. How are CAT events being handled now, entirely by internal contact center support?

CAT events are currently being handled by Department employees.

23. Attachment 2, Statement of Work

Section 5 Contractor Responsibilities

Deliverable 1: Live call-taking and call management services

Letter g Page 2 Can you provide historical volume for all channels that will be serviced by the vendor?

What is the anticipated volume of calls during catastrophic events? Are there any metrics from previous events like Hurricane Ian that could help us estimate staffing needs accurately? As much data as possible is appreciated: intra day volume, anticipated length of program duration (we realize this is variable but in the past how long did you see elevated volumes where you would be leaning on the chosen partner)?

No. Increased call volume attributable to Hurricane Ian continued for approximately three months.

Due to the impact of substantial hurricane activity in 2024, the Division contracted with a provider for emergency call center services in October 2024. The call center services were Activated from mid-October to late November. During that time, the vendor handled 11,700 calls – an average of 575 per day on weekdays and 49 daily on weekends.

Highest daily call volume was 812 calls.

24. Can you please provide historical average handling time (AHT) for all channels that will be serviced by the vendor?

See previous answer for Question 23. Every storm is unique and presents different challenges.

25. Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverables Page 2 What technology will the Department provide and what technology is expected from the vendor?

See previous answer to Question 1.

26.

2425-08 RFP

CS FINAL

Section 2 RFP Process 2.2 Timeline Page 8

What is the expected launch date for the program?

The anticipated Contract start date is April 28, 2025.

27.

Will these roles be remote?

28.

Attachment 2 Statement of Work

Section 2 Definitions letter a Page 1

Are contractors eligible for state holiday pay?

And what will it be billed at?

No. The Contractor awarded will adhere to their proposed pricing agreement for the billing rate.

29.

Are they remote work at home (WFH) positions?

See previous answer to Question 27.

30.

Are there any performance-based incentives or bonuses?

See previous answer to Question 28.

31.

Is there a differential pay for bi-lingual?

See previous answer to Question 30.

32.

What is the salary range for this position?

The Contractor will determine the salary range for call center employees.

33.

Will overtime be allowed?

Staffing levels to cover hours will be determined by the contractor and pricing will adhere to the Contractor awarded based on their proposed pricing agreement for the billing rate.

34.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3: Reporting Page 5

Can you clarify the expectations around call handling reports and what constitutes “standard exportable format” for the Department?

All reports must be submitted in a format that can easily be opened by the Department (i.e., .csv). See Attachment 2, Statement of Work, Section 5, Contractor Responsibilities, Deliverable 3.

35.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3: Reporting Page 5

What happens if there is a disagreement in the interpretation of performance standards?

See Attachment 1, Standard Terms and Conditions, Section 8.

36.

2425-08 RFP

CS FINAL

Section 1 Introduction Page 4

Is there a minimum or maximum number of staff expected to be available during CAT Response events?

See previous answer to Question 33.

37.

Attachment 1 Standard Terms and Conditions

Section 6 Acceptance of Deliverables letter b Page 2

How will the Department’s Contract Manager provide feedback on deliverables, and what is the process for handling rejected deliverables?

The Deparment’s Contract Manager will provide ongoing communication to the Contractor. In the case of any rejected deliverables, the Contract Manager will provide written notice.

38.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 2:

Recordkeepi ng, #8

Pages 3 -

Can you provide more details on the expected content and frequency of the “QA/QC” (Quality Assurance/Quality Control) reports?

The Department is not requesting any type of QA/QC reports.

39.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3: Reporting Page 5

What specific metrics will be used to evaluate the quality of call handling services?

Expected call handling time -less than 9 minutes.

Expected hold time - less than 2 minutes.

Expected abandonment rate -less than 8 percent.

40.

Attachment 3 Price Response

Is there any flexibility in the pricing structure based on the volume of calls received?

No. Contractors must submit pricing on the Attachment 3, Price Response Form.

41.

2425-08 RFP

CS FINAL

Section 1 Introduction

What are the typical causes that lead to activation of CAT Response services?

Severe weather events, especially hurricanes, that significantly increases call volume.

42.

2425-08 RFP

CS FINAL

Section 3 Response Instructions

3.3.2 Technical Response

letter A - Narrative Experience and Ability #3 Page 12

Are there specific requirements for disaster recovery or failover systems beyond what is outlined in the RFP? Is there an expectation for real-time or near-real-time backup services?

See RFP, Section 3.3.2, Technical Response.

43.

Attachment 3 Price Response

Can you provide more details on how pricing will be evaluated?

Should the pricing be structured based on the volume of calls, duration of events, or other factors?

See RFP, Section 4.3.2. Price Response, and Attachment 3, Price Response Form.

44.

Attachment 1 Standard Terms and Conditions

Are there any restrictions or guidelines regarding the use of subcontractors for call center staffing augmentation? If applicable, are minority- , woman-, or veteran-owned business

See Attachment 1, Special Contract Conditions, Section

26. Subcontracting and Attachment 4, PUR 1000, General Contract Conditions, Section 5.d. Employees, Subcontractors, and Agents.

See RFP, Section 1.8, Commitment to Diversity in Government Contracting.

preferences encouraged for subcontracting?

45.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 2:

Recordkeepi ng

Pages 3 -

What are the expected SLAs for call handling times, abandonment rates, and first-contact resolution during catastrophic responses?

See previous answer for question 39.

46.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3: Reporting Page 5

Could you clarify the frequency and format of the reporting required during catastrophic events? Are there specific KPIs or data points you need to track?

See Attachment 2, Statement of Work, Section 5.

47.

Attachment 2 Statement of Work

Is there a preferred or required call center technology platform (e.g., IVR, multi-channel support, disaster recovery, etc.)? If so, please provide technical specifications.

See previous answer to Question 1.

48.

Attachment 2 Statement orelated Work

Are there specific certifications or training required for call center staff to handle insurance-related calls or provide consumer assistance?

See previous answer to Question 11.

49.

Attachment 2 Statement othat Work

Could you provide more details about the specific expectations for activating the call center within 48 hours? Are there any preliminary

See Attachment 2, Statement of Work, Deliverable 1, 2) and Performance Measures 1) and 2).

steps or check-ins that need to occur before activation?

50.

Attachment 2 Statement ois the bilingual Work

Section 5 Contractor Responsibilities

Deliverable 1: Live Call-tacking and call management Services letter g Page 2

What is the bilingual % requirement for CAT events?

See Attachment 2, Statement of Work, Deliverable 1, 3)(f).

51.

Attachment 2 Statement og., communWork

What specific skills are required for this role (e.g., communication, problem-solving, technical skills)?

See Attachment 2, Statement of Work, Deliverable 1, 3)(h).

52. Attachment 2 Statement o this role?

Work

Is there an idea on shifts related to this role? Will you accept part-time workers?

53.

Statement otrial Work

Does the Department expect to run trial exercises to help ensure readiness?

Department will work with the Contractor to ensure there are no impediments on the Department’s part that would affect the ability of the Contractor to perform.

54.

technical response 3.3.2 3 Telephony 11

Will the State be providing Telephony setup, which includes components such as call recording, reporting, softphone, TFN, etc.

Could you please confirm if Vendor is expected to provide the telephony setup as part of this extension?

In case of State Hosted

Question 25.

Telephony, then please confirm, will the State of Florida Financial Services provide MPLS connectivity for Voice or will Vendor need to provide? Please confirm.

55.

technical response 3.3.2 3 Telephony 11

In case Vendor needs to provide the Telephony setup, please confirm whether a basic IVR (Announcement, Language and Category selection) treatment would be sufficient or if there is a requirement for a full-fledged IVR suite. For a full-fledged IVR suite, please confirm the following queries:

a. Please provide the IVR detail call flow with call volumes, Average Handling Time (AHT), and IVR call closure percentage.

b. Does it require Text to Speech (TTS) and Automatic Speech Recognition (ASR) capabilities?

e. Is there a requirement for third-party integration such as SMS Gateway, Payment

Question 25.

Gateway, CRM, etc.? If yes, please provide complete details.

f. Are we looking for customer feedback or survey by phone feature?

g. What is the method of integration with the CRM – Web Services, API integration, or something else?

h. Is the customer expectation to have telephony embedded within the CRM, or can we simply call the CRM from the telephony toolbar?

i. Is ScreenPoP with CRM data required post agent transfer?

56.

Attachment 2 1 Calls 1

For outbound calling, could you please confirm whether manual dialing would suffice or if an auto-dialer solution is required to meet your needs effectively?

Additionally, please provide any specific preferences or requirements regarding the dialing system to ensure optimal

See previous answer for Question 17.

performance and customer satisfaction.

58.

Attachment 2 1 Connectivit y 1

Please confirm the preference on the type of connectivity either via internet or MPLS?, also confirm whether State of Florida would extend their MPLS/Internet VPN till Vendor nearest PoP; OR Vendor has to provide connectivity to Data center ?

See previous answer for Question 25.

59.

Attachment 2 1 Calls 1

Does the current scope exclude outbound processes? If not, could you provide details on the volume, turnaround time, and average handling time

See previous answer for Question 17.

60.

Attachment 2 1 KMS 1

Do you have any Knowledge management system in place, please share details?

And what is the current level of documentation available for Knowledge Acquisition?

The Department does not have a Knowledgement management system in place.

61.

Attachment 2 1-Jan Agents 1

What are the biggest challenges in retaining top-performing agents and how are they currently addressed?

The Contractor is expected to retain agents sufficient to perform the duties required in the contract.

62.

Attachment 2 1 Agents 1

What opportunities exist around contact elimination, reducing

Unknown.

production touches/handoffs, manual effort or other workflow inefficiencies?

63.

Attachment 2 1 Agents 1

How many systems or tools are typically needed during a single interaction and how are they accessed?

The Division’s training will provide details on how to use the systems and tools necessary to perform under the contract.

64.

Attachment 2 1 Agents 1

How do employees provide feedback and what are the sequence of events that happen next?

The Contractor is expected to provide its own training to its agents. Process improvements can be discussed with the contract manager.

65.

Attachment 2 1 Agents 1

What metrics are most important and what tools or methods are used to view/track/use them?

See answer for previous Question 63.

66.

Attachment 2 1 Agents 1

Who has access to KPI reporting and what obstacles do you currently have with the information?

See Attachment 2, Statement of Work, Deliverable 2:

Recordkeeping, 1).

67.

Attachment 2 1 Agents 1

Define the quality assurance processes today, including how findings are used to provide coaching and drive improvements?

There are no QA processes associated with this procurement.

68.

Attachment 2 1 Agents 1

What are the reasons for contact and their percent of the overall volume?

See RFP Section 1.1, Purpose, and Section 1.2, Background.

69.

Attachment 2 1 Agents 1

Is the customer survey aligned to the quality assurance scorecard (provides

N/A.

insightful/connected information) and what are the top 3-5 detractor survey reasons?

70.

Attachment 2 1 Agents 1

What are the reasons for escalations and repeat contacts, and how is this information captured and actioned?

Escalated calls are generally related to callers demanding to speak directly to the Department. Call information would be captured for all calls.

Attachment 2 1 Agents 1

How are periods of high-demand scaled, such as CAT events, and what tools or processes support readiness?

See previous answer for Question 19.

71.

Attachment 2 1 Agents 1

What lessons have been learned from past high-demand events, and how have they been applied to improve scalability and readiness or are they still issues?

Not available.

72.

Attachment 2 1 Agents 1

Can we have the 12 month historical data from other vendors for the Quality KPIs?

Not available.

73.

Attachment 2 1 Agents 1

Does Florida Financial Services have their own QA team that the supplier can do calibration sessions with?

See previous answer to Question 67.

74.

Attachment 2 1 Agents 1

Beyond T&M and transaction rates, can we separately bill for items

No.

such as training, transition costs, or tools?

75.

Attachment 2 1 Agents 1

Please update, what is the credit rating of customer?

AAA

76.

Attachment 2 1 Value Adds 1

Is Florida Department of Fianancial Services intersted in Value Added Services such as Modernization?

No.

77.

RFP 3 3.3.2 A.3 12

Can the Division please confirm if offerors are to submit a copy of the disaster recovery plan in response to the requirement in Volume 2: Technical Response subsection A.3 or just confirm that one exists?

See RFP, Section 3.3.2, Technical Response.

78.

RFP 1 1.2 N/A 3

Does the state have any particular insurance company relationships or insurance coverage types that they are intending to support with this RFP?

No.

79.

RFP 1 1.1 N/A 3

Is the state providing supporting documentation (impact certifications, power outage confirmations etc.) or collecting documentation through the contact center?

See Attachment 2, Statement of Work, Deliverable 2 and Deliverable 3.

80.

Statement of Work 5

Deliverable 2:

Recordkeepi ng 2 33

Will call center managers be able to access forms submitted by agents after they are submitted to perform

QAQC?

The forms may be provided upon request.

81.

Attachment 2 Statement of Work 5

Deliverable 2:

Recordkeepi ng 2 33

Is the count of forms directly correlated with the number of inbound calls? If there are repeat callers, is a form submitted for each call with the customer?

The Contractor shall input data for each call received into the contact form.

82.

Attachment 3 Price Response Form N/A N/A Part 1 36

What are the requirements for the contact center system design / required features so we can properly quote the appropriate activation fee?

See previous answer to Question 25.

83.

Attachment 2 Statement of Work 5

Deliverable 1: Live call-taking and call managemen t services 3.F 32

Can the division please clarify what is the call volume referenced in "Deliverable 1: Live Call-taking and call management services" sub section 3.F regarding percent of bi-lingual agents?

The Department receives calls from consumers whose primary language is Spanish or another language. The call volume will vary depending on the circumstances.

84.

Attachment 2 Statement of Work 5

Deliverable 1: Live call-taking and call managemen t services 3.F 32

Is use of a language line sufficient to fulfill language access requirements in "Deliverable 1: Live Call-taking and call

A languge line that provides bi-lingual call takers sufficient to meet the contract requirements may be used.

The Department reserves the right to require the stated management services" sub section 3.F percentage of bi-lingual call takers if consumers are not adequately served.

85.

Attachment 2 Statement of Work 5

Deliverable 2:

Recordkeepi ng 1.F 33

What is the state's definition of "first contact resolution" in Deliverable 2:

Recordkeeping subsection 1.F?

The Contractor shall handle

86.

Statement of Work 5

Deliverable 1: Live call-taking and call managemen t services 3.I 33

What types of calls does the Division anticipate forwarding to the hunt group referenced in "Deliverable 1: Live Call-taking and call management services" sub section 3.I? What percent of calls does the Division anticipate forwarding?

See previous answer to Question 70.

87. Attachment 3 Price Response Form N/A N/A Part 1 36

What is the definition of Per Call Rate and Per Minute Rate in Attachment 3,Part 1?

The Per Call Rate and Per Minute Rate includes any and all cost associated with answering an inbound call.

88. Attachment 3 Price Response Form N/A N/A Part 1 36

Are standby costs permitted to be billed at the hourly rate identified in attachment 3, Part 1?

See previous answer to Question 87.

89.

Attachment 3 Price Response Form N/A N/A Part 1 36

Are training costs and hours for potential agents to be billed at the hourly rate in attachment 3, part 1?

Question 87.

RFP 1 1.1 N/A 3

How soon will the Division training staff be prepared to train

Division will be prepared to provide training upon execution of contract additional hires within the 72 hour activation window?

including up to same business day as activation.

90.

RFP 1 1.2 N/A 3

Can the division please confirm the contractor that provided call center services during October 2024 as specified in section 1.2 of the RFP?

Xceedance Consulting Limited

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