252753MN_311_CONTACT_CENTER_ANSWERING_SERVICE.pdf

REQUEST FOR INFORMATION “(RFI)”

RFI Template Revised 10/07/20 Page 1 of 3

RFI #: 252753MN

RFI TITLE: 311 CONTACT CENTER AFTER HOURS ANSWERING SERVICE

1.0 INTRODUCTION

Sarasota County (“County”), a political subdivision of the State of Florida, is requesting information from firms that provide a technology-driven solution for Sarasota County’s 311 Contact Center that will provide both software-based automated call response/self-service portal and live answering services during after-hours and busy peak hours. Please be advised that this may be the first step of a two-step process. Should the County determine to proceed with a formal solicitation based on the responses to this RFI, step two will include a formal solicitation to be released in accordance with the Sarasota County Procurement Code.

OpenGov is located at https://procurement.opengov.com/portal/scgov

2.0 BACKGROUND

The County is in need of a solution that will reduce hold times for community members during peak hours of operation and also direct callers during afterhours. The solution must maintain an effective real-time high level of service and self-service, as well as facilitate the reporting and addressing of community members' concerns. The services are to include triaging, dispatching, and escalating issues to personnel as needed.

Please note: the County has historically utilized answering services to provide live answering of calls. This request pertains to offerings that combine automated software to address frequent call types, with live response for more specific needs. The County is not interested in responses from companies offering live answering services only.

3.0 VENDOR QUESTIONNAIRE

All respondents must complete the required forms and information included in the Vendor Questionnaire section of OpenGov. Completed forms and other requested documents must be uploaded with respondent’s response in OpenGov.

4.0 WRITTEN RESPONSES

4.1 All proposal documents must be submitted in the Vendor Questionnaire section in OpenGov in the format requested.

4.2 Responses shall be limited to 30 pages.

4.3 When submitting your information, please consider that responses to this RFI will become part of the public record. Respondents are advised that all materials submitted may be used in designing a future solicitation or otherwise disclosed to the public.

https://procurement.opengov.com/portal/scgov

RFI Template Revised 10/07/20 Page 2 of 3

4.4 Requested Information

Solutions should address the following services and features:

a. Demonstrate the Respondent’s experience in providing technology driven call center solutions.

b. Explanation of set up, training and schedule of implementing solution.

c. Handle live inbound calls.

d. Self-service problem reporting via a smartphone or electronic device.

e. Automatic dispatch and escalation of reported issues.

f. Integrate with existing County work order-taking systems (Maximo, Cartegrah, and Archibus).

g. Offer status updates of requests/work orders in real-time and provide the option to enter photos and notes by community members for field staff to review and improve efficiencies.

h. Analytics: Phone call logging, reports, heat mapping, and crew performance tracking.

i. Offer overflow call to include coverage during hurricane season.

j. Should have call centers outside Florida in the event emergency situations affect the local area.

1. Peak hours are defined as:

• Weekdays: 8 am – 5 pm when County staff are unable or unavailable to handle the volume of calls

2. After hours are defined as:

• Weekdays: 5 pm to 8 am

• Weekends: 24-hour coverage

• Sarasota County holidays: 24-hour coverage

k. Please indicate whether the submitted products/services are available for purchase on any existing cooperative agreements such as Sourcewell, Omnia or GSA. If so, please provide details of the available mechanisms.

5.0 DEMONSTRATIONS

Product demonstrations may be requested from any or all respondents at the sole discretion of the County. The County reserves the right to request product demonstrations from vendors who do not respond to this RFI.

6.0 FUTURE SOLICITATION AND AWARD

No vendor will be selected and no work awarded as a result of this RFI. The County does not guarantee any formal solicitation will be generated based on this RFI. Additionally, vendors are not required to respond to this RFI in order

RFI Template Revised 10/07/20 Page 3 of 3 to respond to any future related solicitation. The County may consider and/or utilize non-proprietary submitted information in the development of a scope of services for a future solicitation.