515-25_Bid_Document.pdf

SECTION I. GENERAL OVERVIEW

1.1 Overview

Purpose: The Ohio Department of Transportation (ODOT) aims to streamline and improve our customer service operations through the implementation of ODOT’s first cohesive public contact center. An integrated solution that includes Customer Relationship Management (CRM), Call Management, and Knowledge Management (KM) will be key technical components of this effort.

ODOT, one of the largest Ohio state agencies, is seeking proposals from qualified vendors who have proven experience with designing, building, integrating, and implementing a CRM, Call Management System (to include Quality Assurance and Workforce Management), and KM system.

In addition, the Vendor will be responsible for producing and executing an Organizational Change Management (OCM) strategy to aid the agency in managing and adopting the changes associated with the new technology, business processes, and people (internal). ODOT may require the short-listed top scoring Vendors to attend an interview and demonstrate their solution(s) before the final recommendation of the contract award at ODOT Central Office, 1980 West Broad Street, Columbus, OH 43223. Evaluation criteria for the demonstrations will be provided separately to short-listed Vendors if a decision is made to conduct interviews. Interview questions will be based on the proposals and/or demonstrations.

The project objectives are to:

o develop and execute an effective organizational change management strategy for ODOT’s internal audience throughout the project lifecycle, o streamline intake, tracking, and closeout of customer service inquiries to ensure a more efficient, reliable, and repeatable customer support model resulting in a more consistent customer experience, o improve insight into customer service performance through data collection, reporting, and analytics, o reduce operational costs by automating tasks and streamlining processes, and o enhance and standardize tools to track, manage, and resolve customer cases.

Project success is defined as follows:

o OCM plan is implemented on time and within budget.

o Employee resistance is minimized and engagement remains high throughout the change process.

o Employees effectively adopt the change and achieve the desired outcomes.

o CRM, Call Management, and KM are integrated and implemented on time and within budget.

o Operational costs are reduced through automation and streamlined processes.

Background: The Ohio Department of Transportation does not utilize any single application for tracking or responding to customer inquiries and complaints. ODOT answers calls from the public through more than 100 separate external phone numbers, receives walk-ins, posts on social media, and emails through hundreds of contact points including an online feedback form (feedback form link). This customer engagement may include, but is not limited to, inquiries or complaints about construction projects, maintenance of interstate, US, or state routes (e.g., high water, potholes, debris, bridges), snow and ice removal operations, job opportunities, hauling permits, real estate transactions, and rest areas.

To provide a consistent customer experience across the state, and ensure better tracking and closeout of customer inquiries, the Agency established the Contact Center with a pilot group beginning in February 2024. The pilot group has grown and now serves ODOT Central Office, District 1, District 2, District 3, District 4, District 5, District 8, and District 9 (ODOT District map link).

These regions of the state span 52 of the 88 Ohio counties serving both a rural and urban population. The pilot group is using a modified version of the aforementioned online feedback form, in addition to Cisco Finesse’s call management system paired with Jabber. While Cisco Finesse may be integrated with a CRM and KM system, ODOT is open to a holistic, replacement solution.

https://odot.formstack.com/forms/feedback?field66839739=Other https://odot.formstack.com/forms/feedback?field66839739=Other https://www.transportation.ohio.gov/about-us/districts/district-map-county-codes

There will be no migration of existing knowledge documents, customer data, or customer inquiry/case data. ODOT will not be responsible for implementing integrations with other current applications in use at ODOT (whether hosted or on-premise) with the replacement solution. The Vendor must meet ODOT’s IT Technical Requirements (appended to RFP). If Cloud-hosted, the awarded Vendor must complete a Cloud Services Agreement (CSA).

SECTION II. SCOPE OF WORK & SPECIFICATIONS OF DELIVERABLES

2.1 Scope of Work

This document outlines the scope for the CRM (including reports/dashboards), Call Management (including Quality Assurance and Workforce Management), KM, and OCM strategy/activities. Iterative cycles of planning & analysis, design & development, testing & training, and deployment may occur based upon on-going discussions and progress.

1. Planning & Analysis

• Conduct stakeholder elicitation sessions/workshops to analyze existing data and processes to identify inefficiencies and potential automation opportunities and understand/further refine functional and technical requirements.

• Develop a comprehensive OCM strategy, OCM plan, and communication plan.

• Develop a project plan/schedule.

2. Design & Development

• Develop technical architecture.

• Design and build a CRM based upon approved requirements.

• Design and build CRM reports/dashboards based upon approved requirements.

• Design and build a call management system based upon approved requirements, including Quality Assurance, Workforce Management, and the integration with the CRM solution.

• Design and build a comprehensive KM system based upon approved requirements, including the integration with the CRM solution.

• Implement OCM plan and communication plan.

• Develop training plan and readiness plan.

3. Testing & Training

• Develop test strategy and test cases.

• Support User Acceptance Testing (UAT).

• Implement training plan and readiness plan including the development and delivery of role-based training for the CRM, Call Management, and KM.

• Develop post go-live plan.

4. Deployment

• Deploy CRM (including reports/dashboards), Call Management (including Quality

Assurance and Workforce Management), and KM to a production environment.

• Implement post go-live plan.

• Monitor performance and address any issues that arise post-deployment for 60 days.

Implementation to any existing ODOT system/platform must not negatively impact functionality already in use or other development efforts underway. All data, deliverable documentation, forms, procedures, software, manuals, training manuals, system descriptions, and workflows developed or accumulated by the Vendor under this contract shall be owned ODOT. The Vendor may not release any materials without the written approval of ODOT. Ownership of all pre-existing intellectual property and any derivatives of said intellectual property of Vendor and Vendor’s licensors shall remain with Vendor. Any and all information/data required to be provided at any time during the contract term shall be made available in a format as requested and/or approved by the State.

2.2 Specifications of Deliverables

The awarded Vendor will be expected to complete the below outlined deliverables. Start/End Dates are estimated and will be refined with the Vendor when the contract is awarded and based on the complexity of the requirements gathered. The estimated project duration is 12-18 months.

Deliverable Identifier

Task/Activity/Product Responsible Party

Start Date End Date Measure

DEL.01 Conduct project kick-off

Vendor 08/26/24 08/30/24 Meeting held & PPT file

DEL.02 Conduct well-prepared elicitation sessions

Vendor 09/03/24 09/13/24 Workshops conducted

DEL.03 Produce a functional and technical requirements document

Vendor 09/16/24 09/27/24 Word or Excel file & PM approval

DEL.04 Develop a detailed project plan

Vendor 09/30/24 10/04/24 MS Project or Excel file & PM approval

DEL.05 Develop an OCM strategy

Vendor 08/26/24 09/27/24 Word file & business owner approval

DEL.05a Develop and deliver an OCM plan

Vendor 10/07/24 10/18/24 Word file & business owner approval

DEL.05b Develop and deliver a Communications plan

Vendor 10/21/24 11/01/24 Word file & business owner approval

DEL.05c Develop and deliver a Training plan

Vendor 05/05/25 05/30/25 Word file & business owner approval

DEL.05d Develop and deliver a Readiness plan

Vendor 05/05/25 06/27/25 Word file & business owner approval

DEL.05e Develop and deliver a Post go-live plan

Vendor 06/23/25 06/27/25 Word file & business owner approval

DEL.06 Provide monthly project status updates to include schedule, risks, issues, decisions, defects

Vendor 09/23/24 09/27/24 (monthly thereafter)

Meeting cadence held & monthly Word or Excel file

DEL.07 Produce a technical architecture design document

Vendor 09/30/24 10/11/24 Word file

DEL.08 Conduct monthly business show and tell of build/configuration progress

Vendor 11/01/24 11/29/24 (monthly thereafter)

Meeting cadence held

DEL.09 Provide a written test strategy

Vendor 03/31/25 04/11/25 Word file

DEL.10 Provide written test cases

Vendor 04/14/25 04/25/25 Word or Excel file

DEL.11 Complete User Acceptance Testing

(UAT)

Vendor 05/05/25 05/30/25 No critical or high open defects & business owner approval

DEL.12 Complete role-based training for CRM, Call Management, KM

Vendor 06/02/25 06/20/25 Trainings held & Word files

DEL.13 Develop and deliver a post go-live support document

Vendor 06/23/25 06/27/25 Word file

DEL.14 Fully built CRM with reports and dashboards

Vendor 07/07/25 07/11/25 DEL.11 approval & promoted to production

DEL.15 Fully built Call Management

Vendor 07/07/25 07/11/25 DEL.11 approval & promoted to production

DEL.16 Fully built KM Vendor 07/07/25 07/11/25 DEL.11 approval & promoted to production

DEL.17 Provide 60-day hypercare

Vendor 07/07/25 09/12/25 No open defects & business owner approval

SECTION III. VENDOR QUALIFICATIONS AND EXPERIENCE

3.1 Mandatory Requirements – vendors MUST meet, at minimum, ALL of the following qualification requirements:

Technical Requirements

• The Vendor must meet ODOT’s IT Technical Requirements (appended to RFP).

• The Vendor must have a minimum of three years of experience in designing, building, and implementing the proposed CRM, Call Management, and KM solution(s), including its architecture, configuration, customization, and integration capabilities.

• The Vendor must provide ODOT with a sandbox environment.

Project Management Requirements

• The Vendor must have a structured project management approach to oversee tasks, timelines, and budgets effectively.

Organizational Change Management Requirements

• The Vendor must have a minimum of three years of experience in Organizational Change

Management with a proven track record of guiding teams through the adoption of new processes and technology, ensuring a smooth transition.

Vendors who do not meet ALL the above experience and qualifications will be disqualified from further consideration for contract award

3.2 Organizational Experience and Capabilities – vendors will be evaluated based on the following:

• Experience in conducting at least 2 similar types of projects within the past 5 years that demonstrate expertise in CRM, Call Management, and KM.

• Experience in conducting at least 2 similar types of projects within the past 5 years that demonstrate expertise in Organizational Change Management.

• Name and contact information for leaders of the above referenced project examples.

• Name(s) of any subcontractor(s) who will be involved in working with the Vendor, and their experience/qualifications.

3.3 Staff Experience and Capabilities – proposals should demonstrate significant expertise by assigning staff to key leadership roles. Proposals must include, at minimum:

• Identified staff, by name and position, who are considered key to the project’s success.

• Resumes/curriculum vitae of those key staff that describe appropriate education, experience, and expertise needed for the project.

Sensitive Personal Information: It is the sole responsibility of the vendor submitting a proposal to remove all personal confidential information (such as home addresses and social security numbers) of vendor staff and/or of any subcontractor and subcontractor staff from resumes or any other part of the proposal package.

Following submission to ODOT, all proposals submitted may become part of the public record. ODOT reserves the right to disqualify any vendor whose proposal is found to contain such prohibited personal information.

Proposal Response

The RFP Proposal response must contain information on how the Proposer intends to perform the services outlined in the RFP. Omission of required information may render a Proposer ineligible, and incomplete responses may result in the loss of points. The selected Proposer will become the Vendor of record with ODOT.

Proposers must submit a response for the following areas:

A. Implementation/Management Plan/Work Plan B. Organizational Structure/Staffing Plan

Implementation/Management Plan

The Proposer shall submit a statement of the Proposer’s understanding of the scope and his/her/their capabilities to perform the requirements of the RFP, along with a narrative of how the Proposer intends to implement and manage each of the tasks set forth in this RFP. Provide a technical description of the methodology anticipated in the performance of the services described above. Other good innovative and creative approaches to accomplish the goals of the contract will be given consideration and should also be included in this section.

Organizational Structure

The Proposer must provide the names and résumés of each individual that will be working on the RFP. Designate the individual who will be committed to ensuring performance of all tasks under the prospective contract (Project Manager). Provide a résumé and contact information for the Project Manager. Please provide a staffing plan the list any other professionals who will be given key responsibilities in fulfilling the requirements necessary to perform the services. Provide supporting documentation, such as a résumé, for each individual summarizing their experience on similar assignments or projects. Each résumé must identify each employee with the years of service, educational background, the duties and responsibilities for that employer, and a phone number for a contact person. Identify each individual and the percent of time that each person would be assigned to each major task in the Scope of Services.

Technical Proposal Score Sheet

Scoring of Technical Proposal

Technical Proposals will be collectively scored by a Proposal Review Team (PRT) appointed by ODOT. For each of the evaluation criteria given in the score sheet, reviewers will collectively judge whether the technical proposal does not meet, partially meets, meets or exceeds each criterion, and assign the appropriate point value. The scoring is by consensus and one official score sheet will be completed for each technical proposal that is scored.

Criteria for Considering the Cost Proposal

The cost proposal will be reviewed by the PRT. The grand total of the vendor’s cost proposal will be divided by that vendor’s final technical proposal score. This compares the cost with the quality of the technical proposal, which will provide an average cost-per-quality point earned on the technical proposal.

ODOT may, at its sole discretion, negotiate with all technically qualifying vendors for a revised cost proposal. Vendors may then: 1) Submit one last and best offer; 2) request that ODOT view its original cost proposal as its last and best offer; or 3) May formally withdraw from further consideration. The vendor shall formally indicate its choice according to directions provided by ODOT at that time. Upon receipt of all last and best offers, ODOT will then consider those vendors’ revised cost proposals.

PHASE I: Initial Qualifying Criteria

The proposal must meet all of the following Phase I proposal acceptance criteria in order to be considered for further evaluation. Any proposal receiving a “no” response to any of the following qualifying criteria shall be disqualified from consideration.

ITEM

PROPOSAL ACCEPTANCE CRITERIA YES NO

1 Mandatory requirements met 2 Organizational experience and capabilities included in proposal 3 Staff experience and capabilities included in proposal

PHASE II: Criteria for Scoring of Technical Proposal

Qualifying technical proposals will be collectively scored by a Proposal Review Team (PRT) appointed by ODOT. For each of the evaluation criteria given in the following score sheet, reviewers will collectively judge whether the technical proposal exceeds, meets, partially meets or does not meet the requirements expressed in the RFP, and assign the appropriate point value, as follows:

0 6 8 10 Does Not Meet Requirement

Partially Meets Requirement

Meets Requirement

Exceeds Requirement

Technical Performance Scoring Definitions:

“Does Not Meet Requirement”- A particular RFP requirement was not addressed in the vendor’s proposal, Score: 0

“Partially Meets Requirement”- Vendor proposal demonstrates some attempt at meeting a particular RFP requirement, but that attempt falls below acceptable level, Score: 6

“Meets Requirement”- Vendor proposal fulfills a particular RFP requirement in all material respects, potentially with only minor, non-substantial deviation, Score: 8

“Exceeds Requirement”- Vendor proposal fulfills a particular RFP requirement in all material respects, and offers some additional level of quality in excess of ODOT expectations, Score: 10

A technical proposal’s total PHASE II score will be the sum of the point value for all the evaluation criteria.

The review team will collectively score each individual qualifying proposal. Technical proposals which do not meet or exceed a total score of at least 3088 points (a score which represents that the selected vendor has the capability to successfully perform the project/program services) out of a maximum of 4010 points, will be disqualified from further consideration, and its cost proposal will neither be opened nor considered.

Only those vendors whose Technical Proposals meet or exceed the minimum required technical points will advance to PHASE III of the technical proposal score sheet.

ITEM

EVALUATION CRITERIA Weighting Doesn’t Meet

Partially Meets

Meets

Exceeds

WORK PLAN

The Vendor has a comprehensive work plan that clearly outlines their proposed approach, methodology, and steps involved.

The Vendor has addressed all RFP deliverables thoroughly, citing best practices or out-of-the-box recommendations and scalability.

3 The Vendor has demonstrated a realistic timeline. 2

The Vendor has demonstrated a realistic resource allocation that includes experienced and capable staff.

The Vendor has a well-written business proposal which demonstrates their ability to collaborate and communicate clearly and frequently.

6 The Vendor has included potential project risks as well as mitigation strategies. 1

The Vendor has demonstrated how they are addressing ODOT’s critical business needs and pain points to enhance both the agent and customer experience.

BUSINESS REQUIREMENTS

The Vendor has addressed ODOT’s business requirements (see ODOT Contact Center-BRS.pdf appended to RFP)

See attachment

Column Subtotal of "Partially Meets" points Column Subtotal of "Meets" points Column Subtotal of "Exceeds" points

GRAND TOTAL SCORE:

Based upon the Grand Total Technical Score earned, does the vendor’s proposal meet or exceed the minimum Technical score of 3088 points?

Yes__________ No_____________ (If “No” vendor’s Cost Proposal will NOT be opened)

Cost Per Quality Point

Vendors Total Submitted Cost: ________________ / Grand Total Technical Score: ______________

Cost per Quality Point: _______________

ODOT is not required to short-list firms but may select directly from the proposal responses on qualifications and experience, project approach/work plan, business and technical requirements, and cost up to five firms to participate in a demonstration/interview.

The Technical Proposal with the lowest Cost per Quality point will be recommended for award of the contract.

If ODOT finds that one or more Proposals should be given further consideration, ODOT may select one or more of the highest-ranking Proposals to move to the next phase. ODOT may alternatively choose to bypass any or all subsequent phases and make an award based solely on the Proposal evaluation phase.