5-RFP-06-Evaluation Factors and Scope of Services.pdf

CITY OF FORT WORTH - PURCHASING DIVISION

EVALUATION FACTORS AND SCOPE OF SERVICES

RFP Ref. #: 25-0189 Doc. Ref#: RFP-06 Page 1 of 4 RFP Title: Call Center Monitoring Services

CALL CENTER MONITORING SERVICES INFORMATION

Proposer will provide Call Center Monitoring Services and oversee the third-party call monitoring program for the City of Fort Worth designated City departments.

The designated Departments/Divisions may include but are not limited to: Animal Care and Control, Code Enforcement, Transportation and Public Works, Solid Waste, Dead Animal Pickup, Communications and Public Engagement, Park and Recreation, City Manager Office, Mayor and Council. Services shall also focus on monitoring calls originating from or pertaining to City Council Districts 3, 5, 6, 8, 10, and 11. The Call Center is comprised of 15 representatives, two supervisors, and one manager. To maintain the current program and develop 2 new scripts with evaluation program, the Proposer shall benchmark the City’s current conversations in these areas and develop an evaluation system for customer service soft skills. In addition, required services may include, but are not limited to: evaluating recorded calls, creating scripts, developing and maintaining a performance evaluation framework, and providing training and coaching to call center staff.

EVALUATION FACTORS

For the Proposer’s response to be evaluated, the Proposer must provide a complete Proposal submitted within the stated deadline and per the Proposal requirements.

If the Proposal meets the above requirements, selection will be based on the qualified Proposer(s) that is determined to be the most advantageous to the City considering the relative importance of evaluation factors listed below:

Note: A bidder may be disqualified if they do not meet at least 50% of the evaluation points available (excluding cost).

i. Cost – up to 15 points available

ii. Call Monitoring Capabilities – up to 25 points available

iii. Performance Evaluating Scoring System – up to 20 points available

iv. Training/Coaching Experience – up to 15 points available

v. Call Trend Knowledge- up to 15 points available

vi. Ability to meet the City’s needs- up to 10 points available

RFP Ref. #: 25-0189 Doc. Ref#: RFP-06 Page 2 of 4

SCOPE OF SERVICES

The City of Fort Worth (City) is requesting proposals from qualified firms to establish a contract for call center monitoring services for the City of Fort Worth per descriptions and specifications listed in this RFP.

1.0 PROPOSER REQUIREMENTS - Proposer shall:

i. Have a minimum of 10 (ten) years of experience performing call center monitoring services similar or related to the Scope of Services.

ii. Have and operate a full-time, permanent business address with the ability to be reached by email and telephone.

2.0 INTERVIEWS AND PRESENTATIONS

The City at its sole discretion may elect to interview Proposer(s) for consideration by the Evaluation Committee.

Once the Evaluation Committee determines an interview and presentation is necessary, Proposer(s) must be available for interview and presentation during business days, 9AM to 5PM, starting Monday September 8, 2025, to Friday September 12, 2025. The dates and times are subject to change. Not being available will deem your proposal as non-responsive.

3.0 BAFO

This section supersedes RFP-01-Instructions to Proposer document, section

26.0 Best and Final Offer. The City at its sole discretion may elect to have Proposer(s) submitting proposals deemed most advantageous to the City to prepare a Best and Final Offer for consideration by the Evaluation Committee. Contract negotiations will then be based on submitted Best and Final Offers.

Once the Evaluation Committee determines a BAFO is necessary; the City’s Purchasing Division will issue a notification to the finalist(s) Proposer(s) to submit a BAFO. Proposer(s) must be able to respond to a BAFO request

RFP Ref. #: 25-0189 Doc. Ref#: RFP-06 Page 3 of 4 within 3 business days upon request from the City. Not being able to respond to a BAFO request within this timeframe will result in the City using proposer(s) originally provided costs for evaluations.

4.0 BID TABLE (BT-03GO)

Proposers are required to bid on all line items on Bid Table BT-03GO. A bid of 0 (zero) will be interpreted by the City has a no-charge (free) item and the City will not be expected to pay for that item.

5.0 ONLINE PLATFORM

Proposers may choose to provide an optional link and instructions to their platform for the City to explore its features and user experience. The City will review optional materials at its discretion.

If providing a link, please attach a document to include the following information under “Any Other Requested Documents.” Direct link to the platform or demo site

• Temporary login credentials (if required)

• Brief sign-in instructions

• Any notes or limitations on access

If link cannot be provided, please attach a document stating, “link cannot be provided” under “Any Other Requested Documents.”

6.0 PROPOSER RESPONSIBILITIES - Proposer shall:

6.1 Oversee Script Management - Develop, maintain, and

manage six (6) service scripts for the 311 Call Center, including but not limited to: Animal Care, Code Enforcement, Transportation & Public Works, Solid Waste, and Dead Animal Pickup. Additionally, Proposer

RFP Ref. #: 25-0189 Doc. Ref#: RFP-06 Page 4 of 4 shall create and implement new scripts as needed to reflect operational changes, address new service areas, or meet evolving departmental requirements.

6.2 Oversee Recorded Call Evaluations - Retrieve and

evaluate recorded calls uploaded by the City in a secure Zip file. Monthly evaluations shall include six (6) calls per representative, totaling approximately ninety (90) calls. Calls shall be assessed based on soft skills, questioning techniques, and accuracy. For bilingual Senior Customer Service Representatives, each evaluation cycle shall include three (3) English and three (3) Spanish calls.

6.3 Oversee Performance Evaluations and Reporting -

Provide secure online access to call recordings, completed evaluation forms, coaching tools, and comprehensive performance reports. In addition, Proposer shall also submit an executive summary within thirty (30) calendar days following each evaluation cycle. The summary shall identify performance strengths, outline areas requiring improvement, and include recommendations for targeted training and development.

6.4 Oversee Training and Implementation - Conduct

classroom training sessions for the implementation of new scripts, incorporating role-play exercises to reinforce learning and application. Additionally, Proposer shall facilitate a minimum of four (4) training sessions for supervisors, managers, and call center representatives.

Proposer shall also provide webinars and classroom training modules tailored to support the operational needs of various City departments.