35368 Revised Attc J CSC Proposed Solution Response Guide.docx

RFP/Bid Solicitation #S-73000-00007613 Attachment J

Revised Attachment J – CSC – Proposed Solution Response Guide Evaluation Criteria 4.10.2.5

4.10.2.5.1 Proposed Solution at Conceptual Level (Max Points 45) Required Response

Describe the proposed overall operations solution.

Describe the positive impacts that your overall solution will have on Oregon’s economic growth.

[Provide Required Response Here]

4.10.2.5.2 Expandability and Adaptability (Max Points 45)

Required Response

Describe how will y the solution will incorporate adaptation to new technology and tools to streamline operations and improve the customer experience.

4.10.2.5.3 Unique Features (Max Points 10)

Required Response

Describe any unique features and associated benefits that the proposer has incorporated into their CSC Operations solution.

4.10.2.5.4 CSC Operations Requirements and Business Rules (Max Points 190) The CSC Requirements in Exhibit J.1 of Attachment A – Sample Contract, the Business Rules in Exhibit R of Attachment A – Sample Contract, and the Service Level Agreements in Exhibit B of Attachment A – Sample Contract contain the expected requirements, services, and agreements to be met and provided by the Proposer. The proposer should provide a comprehensive response to each of the tasks in the CSC Requirements and Business Rules using the information sought below.

4.10.2.5.4.1 Facilities (Max Points 10)

Required Response

What conditions will be taken into consideration when choosing the location for the MPC, the I-205 IPSC and the IBR IPSC?

Describe any early suggestions you may have for recommended locations. Discuss the safety and security measures that will be incorporated for both staff members and customers.

Describe how customers will be triaged at In-Person Service Centers.

Describe how access to the facility will be controlled.

Discuss the Health and Safety program and compliance with Occupational Safety and Health Administration and ADA regulations.

Discuss the facility maintenance program.

Discuss the protocols when the facility power transfers to generator power.

Describe the approach to designing customer materials and managing inventory levels of supplies and required transponder testing equipment.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.2 Staffing (Max Points 10)

Required Response

Describe how sharp increases in call volume, program growth, or recurring, fluctuating demand will be handled.

How will the needs of staff be effectively managed?

Discuss how the workforce dynamics (onsite and work from home) will be balanced for initial operations and throughout the contract term.

Discuss strategies to retain staff.

Discuss competency, drug, and background check processes.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.3 Training (Max Points 15)

Required Response

How will feedback and quality assurance review results be incorporated into the training program?

What strategies or tools will be used to identify knowledge gaps and ensure effectiveness of training?

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.4 Contact Center Management (Max Points 10)

Required Response

Describe how Contact Center Operations as outlined in the CSC Operations Requirements/business rules will be managed.

Discuss the approach to providing the highest level of customer service.

Describe authorized account user validation steps.

Discuss how your solution will support building ODOT’s brand.

What lessons learned from managing other contact centers will be applied to ODOT’s tolling program?

Discuss the approach to staffing support during pre and post Go-Live phases prior to reaching a steady state environment?

Describe how the workforce management scheduling tool will be utilized in the production environment.

Discuss the approach to ensuring high quality engagement of staff in a hybrid workforce model?

Describe prior experience and approach for managing community-based outreach (CBO) programs and how that will be applied to supporting the ODOT CBO programs using the mobile van or supporting other events.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.5 Account Management (Max Points 20)

Required Response

Describe how Account Management will be supported as outlined in the CSC Operations Requirements/business rules.

Describe any challenges encountered while managing accounts.

· What were the contributing factors?

· What steps did the Proposer take to overcome these challenges?

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.6 Correspondence Management (Max Points 10)

Required Response

Describe how Correspondence Management will be managed as outlined in the CSC Operations Requirements/business rules.

Describe how dashboards and reports will be utilized to manage correspondence processing.

Describe the Mail House and CSC correspondence sampling and approval process prior to releasing mail.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.7 Case Management (Max Points 5)

Required Response

Describe how Case Management will be supported as outlined in the CSC Operations Requirements/business rules.

How will backlogs be addressed?

Describe how all incoming correspondence requiring case creation will be reconciled to ensure each correspondence is set up as a case, properly handled, and resolved?

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.8 Transponder Management (Max Points 5)

Required Response

Describe how Transponder Management will be supported as outlined in the CSC Operations Requirements/business rules.

Discuss the approach to inventory reconciliation.

What innovative strategies will be used for distributing a large number of transponders in advance of Go-Live?

What steps can be taken to reduce transponder mailing costs?

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.9 Business Continuity (Max Points 5)

Required Response

Discuss how CSC personnel will be managed during disaster recovery events.

Describe how CSC Operations Business continuity procedures will be exercised and evaluated during annual disaster recovery testing.

Discuss how CSC Operations Personnel will be trained for response to an actual disaster event and execution of annual Business Continuity testing.

Describe how facility and resource needs will be assessed during a declared disaster.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.10 Quality Assurance (Max Points 10)

Required Response

Describe how the Quality Assurance program will be developed as outlined in the CSC Operations Requirements/business rules.

How will operational areas be prioritized for Quality Assurance review?

Describe how various audit findings and recommendations will be addressed.

How will findings from reviews be incorporated into a continuous feedback loop focusing on optimizing and improving processes.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.11 GAAP (Max Points 20)

Required Response

Detail the GAAP-compliant financial controls that will be implemented.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.12 Cashier, Closeout, and Deposit Functions (Max Points 20) Required Response

Describe how the Cashier, Closeout and Deposit functions outlined in the CSC Operations Requirements/business rules.

Based on experience, what risks are inherent in handling cash and how are these overcome?

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.13 Payments, Exceptions, Fees/Adjustments, Returned Payments, and Refunds (Max Points 20) Required Response

Describe challenges previously experienced when handling accounts with a large number of returned, rejected, or disputed payments.

· What were the causes?

· What steps were taken to reduce these numbers?

Describe processes implemented on other projects to handle unidentified payments.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.14 Reconciliation (Max Points 20)

Required Response

Describe how various Reconciliations will be supported as outlined in the CSC Operations Requirements/business rules.

Describe prior experience in performing Financial and Transaction Reconciliations.

Describe any Financial and Transaction Reconciliation issues and how they were addressed.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.5.4.15 Bankruptcies and Write-Offs (Max Points 5)

Required Response

Describe prior experience handling Bankruptcy notifications for customer accounts.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.1.1 Service Level Agreements (Max Points 5)

Required Response

· Describe how the Customer Service Operations will be designed to meet or exceed the service level agreements.

· Describe the approach to remediating failures to meet one or more SLAs for three consecutive months.

· Provide examples of projects where similar SLAs were met.

35368 Attc J CSC Proposed Solution Response Guide.docx