4 - Att C Proposal Form Contact Center RFP 3.6.25.docx

ATTACHMENT C – PROPOSAL FORM

RESILIENT SITE INITIATIVE

RFP #S-10700-00010909

ATTACHMENT C

PROPOSAL FORM

Proposer shall complete and submit one copy of this Attachment C, bearing the Proposer’s authorized representative’s Signature. (Attachment C Responses should be minimum of 10 font size) Proposer Overview Section Legal Name of Proposer: _______________________________________________ Name of Proposer (if different): __________________________________________ Address: _____________________________________________________________ City, State and Zip Code: ________________________________________________

Entity Type: ____________________________________________ State of Incorporation and Date: ____________________________

Authorized Representative: _____________________________________________ Phone: __________________________ Email: ___________________________

Federal Tax Identification No.: ____________________ Oregon Business Registry Number (see RFP Section 4.2): _____________________

I. General Information A. Does Proposer consider its company a

· small (1-10 employees),

· medium (11-49 employees), or

· large company (50+ employees)?

B. COBID Certifications:

C. National or other certifications:

D. Does Proposer have experience providing Contact Center Services and managed services implementations of similar size and complexity? Describe Proposer’s experience, including number of years, number of projects, the focus, size and fit of Proposer’s customer base, whether governmental or private. Specify personnel will be consistent from proposal to delivery and operations. Yes ☐ No ☐

E. Does the Proposer have any online or industry reviews that indicate leader or vision in the delivery of contact center as a service. If yes, please specify below. Yes ☐ No ☐

II. Overview Proposer must respond to all of the following sections. Failure to include any section below may result in the rejection of the Proposal.

A. Describe the proposed CCaaS Connect contact center solution.

Proposer must complete and submit Attachment F -Technical and Business Functionality excel spreadsheet for each proposed CCaaS.

B. Describe the product roadmap (future development of the product line).

C. Proposer will describe its vision, culture, and its organizational structure for providing the products and services in the RFP, including the identified Key Persons, project team structure, and role descriptions. Describe Key Person’s past experience with contact center services.

III. Enterprise Level Services A. Coordination and Oversight through EIS:

Describe how Proposer will provide coordination and oversight to the EIS Telecommunications program.

B. Quarterly Business Review:

Describe how Proposer’s approach and information to be shared on a quarterly basis with EIS and Agency leadership.

C. Monthly Reporting:

Describe Proposer’s approach to reporting on all service level expectations, tickets, etc.

D. System Security Plan:

Describe Proposer’s approach to preparing system security plan that meets the State’s Cyber Security Services requirements.

E. Communication and Change Management:

Describe Proposer’s approach to communication cadence, change management strategies, etc.

F. Incident Management:

Describe Proposer’s approach to incident response, service restoration, emergency support, critical system support, disaster recovery plans and testing.

IV. Functionality and Services

A. Reporting

1. Describe all reporting tools for performance and usage reporting per user.

2. Describe the tools available to dashboard management views real time and historical (Power BI, etc.) for agency KPM’s. List any third-party products used for reporting and monitoring.

3. Proposer shall describe proposed available custom and canned reports, and how it meets the requirements. Indicate which are available for real time, cumulative and historical reporting such as:

a. First contact resolution

b. Call abandonment rate

c. Talk-time average

d. Monthly calls per user and queue

e. Canned reports by media contact types: voice, call back, chat, email, social media

f. User summary and performance reports

g. Service level

h. Customer satisfaction survey results

i. Life of call, or end to end call analytics

B. Integration

1. Proposer shall describe the process and application that would provide screen pops integrated with other applications for contact center agents. (e.g., The agents name and the date and time of the call populate automatically).

2. Proposer shall describe how audits and logs will provide information across all systems the proposed solution is integrated with.

3. Proposer shall describe its approach to integration with varying agency bespoke applications (such as CRMs).

C. Contact Handling

1. Describe recorded call and screen capture retrieval features and length of time before the call or screen monitoring event can be retrieved. Explain in detail where the recorded calls and screen monitoring will be stored, how agencies will access them and export them and maximum retention timeframe.

2. Describe call queue information displayed to contact center agents.

3. Describe how agents/supervisors can determine the life of a call in Proposer solution (including call transfer information).

4. Describe the information provided to agents/supervisors related to call disconnects in the proposed solution and how to reconnect to a disconnected caller.

5. Describe how the proposed solution reports dropped calls versus disconnects (intentional hang up), and the reporting for both.

6. Describe the solution’s omnichannel experience.

D. System Administration

1. Describe all steps involved in setting up a new user, such as user ID, phone number, feature access, user groups, call restrictions, permissions, and mailboxes.

2. Describe self-service tools that allow end users to reset passwords, enter requests and incidents, check on ticket status, etc. Please provide a list of all self-service functions and a screen shot of an example.

3. Describe the functions that the system allows supervisors to modify (e.g., IVR, call flows, agent assignment, contact center adjustments generally).

4. Describe the additional self-service actions state agencies can perform through a system administration portal.

5. Describe any knowledge base or available tools where end users can search for solutions to common incidents and frequently asked questions.

E. Other

1. Describe how supervisors can broadcast an instant message to the team and receive acknowledgements back from everyone who received it.

2. Proposer shall describe the silent monitoring capabilities (whisper, barge etc.).

3. Describe options for wall mounted message boards in the contact center. Describe the information displayed on the message boards and customization options.

4. Describe how surveys will work in its contact center solution.

5. Describe any features that would allow contact center supervisors to monitor queues, agent status, and wait times in real time.

6. Describe all call distribution features and capabilities both user-defined and system-defined (e.g., linear, circular, simultaneous, etc).

7. Describe the ability for contact center supervisors to change the status of all phones to available/unavailable. This includes the ability to make a single agent available/unavailable at any time or force log agents out.

8. Describe change management procedures and any dependencies

a. Define a minor change

b. Define a major change

c. How are major and minor change notifications sent out?

d. How are major and minor changes to the contact center system tracked, approved and managed?

e. How are major and minor changes requested by agencies tracked and managed?

f. How are major and minor changes tested before released into production?

F. Service Management and Support Services

1. Describe how Proposer will ensure quality project management.

2. Describe Proposer’s billing mechanism and the level at which EIS and agencies will be able to access past invoices. Describe the invoice approval process and the invoice dispute process. Describe the process for monitoring billing SLAs.

3. Describe experience with Sakon formerly known as GSG as a billing partner (if any).

4. Describe tier 0/1 troubleshooting required by agencies prior to opening a ticket.

5. Describe service desk ticketing system, what useful reports and dashboards are available, and what real time service metrics it displays. Such as:

a. Incident monitoring and visibility (enterprise and individual agency)

b. Monthly calls per service desk agent

c. Number tickets resolved at each tier of support and severity

d. End-user close survey results/customer satisfaction

e. Service Requests SLA's / # met

f. Number of service and incident tickets and age

g. Top five incidents (target to solve)

h. Number of incidents per ticket category

i. System monitoring/alerts

j. Use of AI to track or identify trends

k. Auto generation of knowledge base, FAQ’s or self-help guides

6. Describe onsite and remote support services.

7. Describe system of record for information pertaining to hardware, software and cloud assets, and the process to enable back-up and data extraction or migration and the timeframe if needed?

8. Describe standard service level agreements (attach/link to published SLAs if appropriate):

a. Onsite and remote support model and response times

b. Detailed SLA information for major and minor outages

c. Major and minor criteria for maintenance issues, including response times

d. Time to respond to incidents (of all severity types)

e. Time to restore outages (of all severity types)

f. Availability/uptime expectations for all critical technical components (e.g. 99.999%)

g. Expectations for billing timeliness and accuracy (e.g. 99.99%)

h. Availability of self-service portals,

i. Customer Satisfaction Expectations

j. Root Cause Analysis Timeliness

k. Move Add Change Delete ticket timeliness/accuracy

l. Chronic outage service level agreements

m. Expectations for reporting timeliness

9. Describe how Proposer provides a clear, transparent escalation process; prompt personal contact, and access to subject matter experts.

10. Describe how Proposer will help Agencies optimize contact centers using the industry best practices and tools, and not overcomplicating the configuration. Address how Proposer would handle unrealistic expectations from the customers/agencies.

11. Describe all third-party tools that are needed for end-to-end service management.

12. Describe how Authorized Agencies will test new features or call flows.

13. Describe how Proposer will provide Services to Authorized Agencies. Describe request, discovery, delivery, support and invoicing processes.

14. Proposer may suggest any value-add capabilities and describe the approach and quality standards for each (optional).

V. Security Narrative and Spreadsheet (If Proposer response requires a separate attachment, response should be identified according to this Attachment C, Section V).

1. Provide evidence of FedRAMP Moderate Authorization, StateRAMP Moderate Authorization or progressing status, and annual or more frequent assessments (such as SOC 2 Type 2 over a full year that includes all 5 trust criteria, penetration tests, vulnerability assessments). Must include a description of the applicable environment/s and services for authorizations and assessments.

2. Demonstrate alignment with NIST SP 800-53 r5 and CIS.

3. Demonstrate compliance with CJIS, FTI, HIPAA, PCI, SSA, FERPA, FISMA, and MARS-E.

4. Provide a narrative that describes Proposer’s security program as it relates to the Services addressing all Privacy and Security Requirements as set forth in Attachment B, Section 3, Exhibit I – Privacy and Security.

In addition, Proposer shall complete and submit a completed Attachment G, Security Standards Spreadsheet for each proposed CCaaS.

VI. Additional Information

Proposer may use this section to provide any additional information that may not fit in the other sections and which they believe will help the State understand their solution.

VII. Key Personnel, Other Staff and Subcontractor or other Providers or Agents (if any)

A. Names/Roles

B. Resumes Proposer must provide resumes for each person proposed to fulfill a Key Person role. Limit each resume to no more than two pages. Resumes are to be attached as separate documents C. References Proposer must provide two reference client projects of comparable type, scale, and complexity to the State of Oregon. In response to this section, Proposer must include the following:

D. Subcontractors and other Providers or Agents (if any) Proposer must provide a detailed list of all subcontractors, other providers or agents (if any) Proposer intends to have provide any Products or Services under this Master Contract, including:

VIII. Responsibility Inquiry

1. Does Proposer have available the appropriate financial, material, equipment, facility, and personnel resources and expertise, or ability to obtain the resources and expertise, necessary to demonstrate the capability of Proposer to meet all contractual responsibilities? YES |_| / NO |_|.

2. Within the last five years, how many contracts of a similar nature has Proposer completed that, to the extent that the costs associated with and time available to perform the contract remained within Proposer′s control, Proposer stayed within the time and budget allotted, and there were no contract claims by any party? Number: ____ If any, please explain.

3. Within the last three years has Proposer (incl. a partner or shareholder owning 10% or more of Proposer’s firm) or a major subcontractor (receiving 10% or more of a total contract amount) been criminally or civilly charged, indicted, or convicted in connection with:

· obtaining, attempting to obtain, or performing a public (Federal, state, or local) contract or subcontract,

· violation of federal or state antitrust statutes relating to the submission of bids or Proposals, or

· embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, tax evasion, or receiving stolen property? YES |_| / NO |_|.

If "YES," indicate the jurisdiction, date of indictment, charge or judgment, and names and summary of charges in the response field below.

4. Within the last three years, has Proposer had:

· notification of pending contract default or notification of need to cure,

· any contracts terminated for default by any government agency, or

· any lawsuits filed against it by creditors or involving contract disputes? YES |_| / NO |_|.

If "YES," please explain. (With regard to judgments, include jurisdiction and date of final judgment or dismissal.)

5. Does Proposer have any outstanding or pending judgments against it? YES |_| / NO |_|.

Is Proposer experiencing financial distress or having difficulty securing financing? YES |_| / NO |_|.

Does Proposer have sufficient cash flow to fund day-to-day operations throughout the proposed contract period? YES |_| / NO |_|

If "YES” on the first question or second question, or “NO” on the third question, please provide additional details.

6. Within the last three years, has Proposer filed a bankruptcy action, filed for reorganization, made a general assignment of assets for the benefit of creditors, or had an action for insolvency instituted against it? YES |_| / NO |_|.

If "YES," indicate the filing dates, jurisdictions, type of action, ultimate resolution, and dates of judgment or dismissal, if applicable.

7. Does Proposer have all required licenses, insurance and/or registrations, if any, and is Proposer legally authorized to do business in the State of Oregon? YES |_| /NO |_|.

8. Pay Equity Certificate. This certificate is required if Proposer employs 50 or more full-time workers and the prospective contract price is estimated to exceed $500,000. [This requirement does not apply to architectural, engineering, photogrammetric mapping, transportation planning or land surveying and related services contracts.] Does a current authorized representative of Proposer possess an unexpired Pay Equity Certificate issued by the Department of Administrative Services? YES |_| / NO |_| / N/A |_|. [If the certificate was provided with the Bid or Proposal submitted for a solicitation related to the prospective contract, then it is not necessary to resubmit it. Just indicate “see Bid” or “see Proposal” in the response field. Otherwise, if applicable, submit a copy of the certificate with this form.]

IX. Proposer Certifications Any individual signing on behalf of Proposer below hereby certifies he/she/they is an authorized representative of Proposer and that:

1. Proposer understands and accepts the requirements of this RFP. By submitting a Proposal, Proposer agrees to be bound by the Master Contract terms and conditions in Attachment B and as modified by any Addenda, except for those terms and conditions that DAS PS has reserved for negotiation, as identified in the RFP.

2. Proposer acknowledges receipt of any and all Addenda to this RFP.

3. Proposal is a Firm Offer for 180 days following the Due Date for Proposals.

4. If awarded a Master Contract, Proposer agrees to perform the scope of work and meet the performance standards set forth in the final negotiated scope of work of the Master Contract.

5. I have knowledge regarding Proposer’s payment of taxes and by signing below, I hereby certify that, to the best of my knowledge, Proposer is not in violation of any tax laws of the state or a political subdivision of the state, including, without limitation, taxes referenced in ORS 305.380(4), ORS 305.620 and ORS chapters 316, 317 and 318.

6. Proposer has no undisclosed liquidated and delinquent debt owed to the State of Oregon or any of its agencies, boards, commissions, departments, or divisions.

7. Proposer does not discriminate in its employment practices with regard to race, creed, age, religious affiliation, gender, disability, sexual orientation, national origin. When awarding subcontracts, Proposer does not discriminate against any business certified under ORS 200.055 as a disadvantaged business enterprise, a minority-owned business, a woman-owned business, a business that a service-disabled veteran owns or an emerging small business. If applicable, Proposer has, or will have prior to contract execution, a written policy and practice, that meets the requirements described in ORS 279A.112 , of preventing sexual harassment, sexual assault and discrimination against employees who are members of a protected class. The State may not enter into a contract with an anticipated contract price of $150,000 or more with a Proposer that does not certify it has such a policy and practice. See https://www.oregon.gov/DAS/Procurement/Pages/hb3060.aspx for additional information and sample policy template.

8. Proposer complies with ORS 652.220 and does not unlawfully discriminate against any of Proposer’s employees in the payment of wages or other compensation for work of comparable character on the basis of an employee’s membership in a protected class. “Protected class” means a group of persons distinguished by race, color, religion, sex, sexual orientation, national origin, marital status, veteran status, disability or age..

9. Proposer is not engaged in the provision of broadband Internet access service, or if at any time Proposer is engaged in or may engage in the provision of broadband Internet access service Offeror is in compliance with ORS 276A.418 and applicable Public Utility Commission rules, and will remain in compliance throughout the term of the Master Contract.

10. Proposer and Proposer’s employees, agents, and subcontractors are not included on:

a. the “Specially Designated Nationals and Blocked Persons” list maintained by the Office of Foreign Assets Control of the United States Department of the Treasury found at: https://www.treasury.gov/ofac/downloads/sdnlist.pdf., or

b. the government wide exclusions lists in the System for Award Management found at: https://www.sam.gov/portal/

11. Proposer certifies that, to the best of its knowledge, there exists no actual or potential conflict between the business or economic interests of Proposer, its employees, or its agents, on the one hand, and the business or economic interests of the State, on the other hand, arising out of, or relating in any way to, the subject matter of the RFP. If any changes occur with respect to Proposer’s status regarding conflict of interest, Proposer shall promptly notify the State in writing.

12. Proposer certifies that all contents of the Proposal (including any other forms or documentation, if required under this RFP) and this Proposal Certification Sheet are truthful and accurate and have been prepared independently from all other Proposers, and without collusion, fraud, or other dishonesty.

13. Proposer understands that any statement or representation it makes, in response to this RFP, if determined to be false or fraudulent, a misrepresentation, or inaccurate because of the omission of material information could result in a "claim" {as defined by the Oregon False Claims Act, ORS 180.750(1)}, made under the Master Contract being a "false claim" {ORS 180.750(2)} subject to the Oregon False Claims Act, ORS 180.750 to 180.785, and to any liabilities or penalties associated with the making of a false claim under that Act.

14. Proposer acknowledges these certifications are in addition to any certifications required in the Master Contract set forth in Attachment B, the Scope of Services set forth in Attachment A, a Contract or a Statement of Work at the time of Master Contract execution.

Authorized Signature By signature below, the undersigned Authorized Representative on behalf of Proposer certifies to the best of his or her knowledge and belief that the responses provided on this form are complete, accurate, and not misleading.

Printed Name and Title

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Level 3 - Restricted

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