3202500130 Pre-Proposal Conference.pdf

PRE-PROPOSAL CONFERENCE

RFP 3202500130

Customer Care Contact Center

Texas Workforce Commission Procurement & HUB Services (PHS)

Friday, April 04, 2025 @ 2:00 PM CT

AGENDA

Discussion Topics

∙ Welcome, Introductions

∙ RFP Overview

Reminders

ZOOM NOTES

• Change audio by switching between Computer Audio and Phone Call in the Audio Settings

• Attendees are Muted

• Submit all questions via the “Chat” icon in the Meeting Controls

• TWC is recording today’s meeting and will be uploading these slides, list of attendees and a link to the recording as an addendum on Bonfirehub.com and the notification for the addendum will be posted to the ESBD;

• Check the ESBD frequently

• The ESBD link for this solicitation is:

https://www.txsmartbuy.gov/esbd/3202500130

• Submitting questions

• Deadline: April 08, 2025 5:00 PM CT

• Submit using the “Vendor Discussion” function Bonfirehub.com

FIRST***

https://www.txsmartbuy.gov/esbd/3202500130

INTRODUCTION OF SPEAKERS AND STAFF

Kelly Hall Purchaser

Purchasing and Hub Services

Sonya Bebley Director

Purchasing and Hub Services

Tom McCarty Division Director

Customer Care Division

Sonya Thulin HUB Specialist

Purchasing and Hub Services

RFP OVERVIEW

The Texas Workforce Commission (TWC) seeks to solicit Responses from qualified Respondents to provide auxiliary Customer Care Contact Center (CCCC) Services, hereinafter referred to as “Services”, to enhance TWC’s existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services on short notice.

TWC CUSTOMER RELATIONS OVERVIEW

• TWC’s Customer Relations (CR) Department, which is part of TWC’s Customer Care

Division, serves as TWC’s contact center for assisting all customers.

• CR provides exceptional customer service by providing information on TWC products and services and aims for First Call Resolution (FCR). When customer needs exceed the CR Department’s capacity, customers are referred to the appropriate TWC program area.

• TWC program areas may experience higher than normal customer contact volumes and may lack internal resources to respond effectively during periods of heightened call volumes. Cost and procurement lead times prohibit TWC from procuring multiple CCCC Services contracts expeditiously.

• TWC, therefore, aims to select one (1) or more Successful Respondent(s) to provide auxiliary Services utilizing a Task Order structure. This approach allows TWC flexibility in allocating Tasks and responsibilities among Successful Respondents based on specific requirements and operational needs.

RFP STRUCTURE & CONTENT

The RFP consists of the following documents:

Document # Document Family Purpose

01 RFP Main RFP document; provides instructions

RFP

Attachments 1-9

Provides instructions

RFP

Forms 1-6

Gathers information about Respondent, including RFP Form 3, the Price Proposal

RFP STRUCTURE & CONTENT

The main RFP document consists of the following sections:

Document # Purpose Article I Purpose, Authority and Schedule of Events Article II Scope of work Article III General Information Article IV Proposal Process Article V Proposal Evaluation and Award Process Article VI Required Proposal Information

RFP SCHEDULE

Section 1.5 Schedule of Events

Event Date and Time Deadline for Submitting Questions April 08, 2025, 5:00 PM Central Time

Deadline for HSP Courtesy Review April 11, 2025, 5:00 PM Central Time

Deadline for submission of Proposals May 16, 2025, 10:00 AM Central Time

Anticipated Notice of Intent Notification July 2025

RESPONSE ORGANIZATION (what you submit)

• Administrative Submission Requirements

• Written Proposal, including Price Proposal

Administrative Submission Requirements Document RFP Reference

*Execution of Response Form 1

*Financial Information Section 6.3

*Affirmation of Minimum Qualifications Section 5.5, 6.1.2 *TWC Data Security and Cybersecurity Requirements Section 2.3, 5.5

*HUB Subcontracting Plan Form 4, Section 6.6

Written Proposal Submission Requirements

Document RFP Reference Cost Proposal Form 3, Section 6.4 Narrative Proposal – Executive Summary, Experience/Organizational Narrative, Proposed Solution

Section 6.1.1, 6.1.3, 6.1.4

References Form 2, Section 6.2

Similar Contracts Section 6.2b

Contract Performance Section 6.2c

THINGS TO REMEMBER…

• Signed Addenda Respondent must provide a signed “page one” of each Addendum with their Response.

• References provided TWC is not responsible for non-responsive references

• Submitting your Response Make sure to “Submit” prior to the due date and time.

One (1) minute makes a difference when it comes to procurements!

EVALUATION CRITERIA

Section 5.5 Minimum Qualifications

• Respondent must have either recently been in business or the principals/owners must have had ownership in a previous company, for a minimum of five (5) years, directly providing and/or supporting auxiliary Services, similar in size and complexity to the requirements of this RFP and all attachments

• Respondent must have ramped up at least two (2) auxiliary Services contracts within the last ten (10) years where the annual contract value was at least five hundred thousand dollars ($500,000)

• Respondent must complete and have an officer or agent empowered to contractually bind the Respondent sign Form 1 Execution of Response

• Respondent must be financially solvent and adequately capitalized, as determined based on a review of documentation required by Section 6.3 (Financial Soundness), if applicable

• Respondent must comply with Data Security and Cybersecurity Requirements as determined by TWC based on review of Respondent’s Response to Data Security and Cybersecurity Requirements required by Section 2.3 (TWC Data Security and Cybersecurity Requirements)

• Respondent has submitted the Proposal in accordance with Section 4.4, (Proposal Submission and Delivery). See also the Attachment 3 Proposal Submission Checklist;

• Respondent who receives an overall score on the VPTS of ”D” or below shall be disqualified from consideration for award; and

• Respondent must complete and sign Form 4 HUB Subcontracting Plan (HSP), in accordance with Section 6.6 (HUB Subcontracting Plan).

EVALUATION CRITERIA

TWC shall consistently evaluate and score Proposals in accordance with the following criteria. See also Attachment 2 Evaluation Scoring Matrix.

a. Cost Proposal Section 6.4, Form 3 Cost Proposal (30%)

b. Experience and Past Performance (30%)

c. Response to Requirements (40%)

TWC’s review of Respondent’s history and experience includes consideration of Respondent performance as recorded in the CPA Vendor Performance Tracking System as described in Texas Administrative Code, 34 TAC 20.115.

Section 5.6 Written Proposal Evaluation Criteria

HUB SUBCONTRACTING PLAN (HSP)

OVERVIEW

KEY NOTES - HUB SUBCONTRACTING PLAN (HSP)

* HSP COURTESY REVIEW DEADLINE IS TUESDAY, APRIL 11, 2025, 5:00 P.M CDT. HIGHLY

ENCOURAGED IF THERE ARE ANY QUESTIONS.

* TWC HUB SUBCONTRACTING GOAL IS 26% FOR OTHER SERVICES CONTRACTS

* ALL PROPOSERS MUST SUBMIT AN HSP WITH THEIR PROPOSAL

* IT IS A PASS/FAIL ELEMENT, A PROPOSER THAT DOES NOT INCLUDE AN HSP WILL BE

REJECTED

AND WILL NOT BE EVALUATED.

* IT’S A WIN-WIN! FOR THE AGENCY, THE PRIME VENDOR AND THE HUB VENDORS

TO MEET OR EXCEED THE SET GOAL

COMPLETING THE HUB

SUBCONTRACTING

PLAN (HSP)

HSP - Quick Check List

• Determination of Good Faith Method (GFE)

• Identifies sections needed to be completed

• Respondent’s Subcontracting Intentions

COMPLETING THE HUB

SUBCONTRACTING

PLAN (HSP)

HSP - Quick Check List

• Determination of Good Faith Method (GFE)

• Identifies sections needed to be completed

• Respondent’s Subcontracting Intentions

METHOD A-COMPLETING THE HSP

*Method A - Prime Vendor

• Utilize only HUB subcontractors or aggregate percentage of the contract to be performed, and will meet or exceed the agency goal, 26%

• Texas HUB vendors must have an active (A) certification on the date the solicitation is due. If the vendor's HUB certification expires before the solicitation due date the HSP will be rejected as a failure to comply with the Good Faith Effort (GFE)

• Affirmation must be signed and dated by the responsible respondent.

METHOD B- COMPLETING THE HSP

* Method B –Prime Vendor

* Must notify at least three (3) Texas HUB certified vendors for each service/goods sub-contracted;

* Submit notification to HUB vendors and two (2) trade and/or development centers at least nine (9) days prior to submitting your response;

• The date of notification to the HUB vendors and two trade/development centers does not count in the 7-day notification period as set forth in the HSP.

* Submit supporting documentation (i.e., email, fax, certified mail) demonstrating good faith effort to notify Texas HUBs.

* Texas HUB vendors must have an active (A) certification on the date the solicitation is due. If the vendor's HUB certification expires before the solicitation due date the HSP will be rejected as a failure to comply with the Good Faith Effort (GFE).

* Provide Justification for selection of a Non-HUB vendor(s)

REMINDERS AND USEFUL INFORMATION

_COMPLETING THE HUB SUBCONTRACTING

PLAN (HSP)

Method B

* Locate a list of HUB subcontractors on the Centralized Master Bidders List (CMBL) at the CPA website https://mycpa.cpa.state.tx.us/tpasscmblsearch/tpasscmblsearch.do.

* Texas HUB vendors must have active (A) certification on date the solicitation is due.

* Identify all sub-contractors intended for the project

• Provide the contractor VID#/TIN#; Approximate dollar amount; and the percentage the amount represents for each subcontractor utilized

* Trade organizations and development centers may be found Texas Comptrollers website http://www.window.state.tx.us/procurement/prog/hub/mwb-links-1 .

* Affirmation must be signed and dated by the responsible respondent. Failure to sign could disqualify the submittal.

https://mycpa.cpa.state.tx.us/tpasscmblsearch/tpasscmblsearch.do http://www.window.state.tx.us/procurement/prog/hub/mwb-links-1

SELF- PERFORMING _ COMPLETING THE HUB

SUBCONTRACTING PLAN (HSP)

* Self Performing is if you will not be sub-contracting any portion of the contract

* Section 3 Self Performing Justification:

• Must provide a thorough explanation of how you will be fulfilling all aspects of the contract.

• How you will utilize all of your own resources, i.e., equipment, supplies, material, and/or employees. You cannot claim self-performance for individuals that receive a 1099, unlike your employees who receive W2’s.

* Section – Affirmation must be signed and dated by the responsible respondent

PAR’S _PROGRESS ASSESSMENT REPORT &

OTHER REMINDERS

* By signing the affirmation:

• “Respondent understands if awarded any portion of the contract: The Prime Contractor must submit monthly compliance reports (Progress Assessment Report (PAR) to the agency verifying its compliance with the HSP. PAR is required as a condition of payment along with the invoice. “

• Must be emailed to TWCHUBInfo@twc.texas.gov and is due before the 5th of each month.

* Modifications to the HSP after award –

• Respondent must contact TWC HUB department prior to making any modifications to the HSP. The HUB department must approve any modification before the vendor may act upon them. Failure to adhere to these requirements is a breach of contract and include a debarment from all state contracting!

* Questions on the HUB component please contact Patricia Campos or Sonya Thulin at the following:

TWCHUBINFO@twc.texas.gov https://twcgov.sharepoint.com/sites/BusOPS/pcs/procurement-services/Shared%20Documents/HUB/HUB_HSP/PRE%20BID%20CONFERENCE/TWCHUBInfo@twc.texas.gov mailto:TWCHUBinfo@twc.texas

• Any changes or additional information regarding this RFP will be posted as an addendum to Bonfirehub.com and the notification for the addendum will be posted to the

ESBD.

• It is the responsibility of respondents to monitor the ESBD web site for addenda.

• Submit questions by April 08, 2025 5:00 PM CT using the “Vendor Discussion” function in Bonfirehub.com

• Submit your proposal by May 16, 2025 10:00 AM CT in Bonfirehub.com

Thank you for attending today’s

Pre-Proposal Conference!