5 - Att D Price Proposal Contact Center RFP 3.6.25.xlsx

This is a Price Proposal Form (Attachment D) for Oregon's Department of Administrative Services' Contact Center as a Service (CCaaS) RFP S-10700-00012867, issued on behalf of Enterprise Information Services, Shared Services, and other Authorized Agencies. The solicitation seeks a comprehensive cloud-based contact center solution supporting multi-channel communication including voice, email, chat, and other digital interaction channels. Proposals were due by April 7, 2025, approximately one month after the March 6, 2025 posting date. The RFP requires vendors to demonstrate technical capabilities in advanced routing, reporting, workforce management, and integration with existing state infrastructure.

Proposers must submit cost information in the specified tabular format covering six cost categories: Enterprise Environment Implementation (including architecture diagrams and system security plans), Implementation of agency environment per location, Initial enterprise licensing costs, Ongoing Deliverables (monthly and quarterly reporting and system monitoring), Support fees for ongoing support services and maintenance with tiered deliverables, and Other recurring or one-time costs. Additionally, proposers must provide Staff Rates by position with hourly rates and CCaaS Solution Pricing on a per-minute or per-user basis with specific usage metrics. The RFP specifies that failure to provide cost information in the required table format will render the proposal non-responsive, and proposers must be prepared to provide detailed cost justification during additional rounds of evaluation. Pricing should include tiered pricing or discount structures related to enrollment numbers where applicable.