6-26RFP011 - AFTER HOURS ANSWERING SERVICES - ADDENDUM 2 - 8.25.25 - KMS.pdf

REQUEST FOR PROPOSAL

26RFP011

AFTER HOURS ANSWERING SERVICE

SCOTTSDALE WATER AND FACILITIES MANAGEMENT DEPARTMENTS

ADDENDUM #2

August 18, 2025

NOTICE TO ALL BIDDERS AND PLAN HOLDERS

The Solicitation is amended by the following clarifications/changes/additional information. If any provision in this Addendum conflicts with any existing provisions in the Solicitation, this Addendum will control. All other terms, conditions, and provisions of the Solicitation remain in effect as published.

BID SUBMITTAL DEADLINE

The project closing date / submittal due date and time remains the same: 2:00 P.M. LOCAL ARIZONA TIME, September 15, 2025.

BIDDER QUESTIONS AND ANSWERS

Q1. How are fees currently being billed by any incumbent(s), by category, and at what rates?

A1. This information can be obtained by a Public Records Request. Refer to Public Records | City of Scottsdale for this information.

Q2. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

A2. $40,000 last year

Q3. Is previous experience with any specific customer information systems, phone systems, or software required?

A3. Shall have a minimum of three consecutive years’ experience in providing telephone customer service to utility services business and must provide references.

Q4. What is the minimum required total call capacity?

A4. Not Applicable

Q5. What is the minimum simultaneous inbound call capacity?

A5. Not Applicable

Q6. What is the maximum wait time?

A6. 3 minutes

Q7. What is the maximum hold time?

A7. 2 minutes https://www.scottsdaleaz.gov/attorney/public-records

Q8. What percentage of inbound calls must be answered by a live operator?

A8. 100%

Q9. What percentage of calls must be resolved without a transfer, second call, or a return call?

A9. Not Applicable

Q10. What is the maximum percentage of calls that can be terminated by the caller without resolution?

A10. Call should only be terminated if:

1. Call completed: Message taken or issue resolved is the only time a call can be terminated.

2. Wrong number or misdial.

3. Caller is silent or exceed time limit.

4. Abusive, harassing, or inappropriate behavior.

5. Emergency transfer or illegal request.

6. Poor connection or technical failure.

Q11. Is there a minimum or maximum number of operators and supervisors?

A11. It is expected that firms submitting proposals provide this information with their solution.

Q12. What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on other contracts at the same time as this one)?

A12. 1. Yes, other contracts can be worked on at the same time.

2. Shall have a minimum of three consecutive years’ experience in providing telephone customer service to utility services business and must provide references.

1. Must have a minimum of one Spanish speaking Call Taker on duty for each shift.

2. Geographic familiarity with the City of Scottsdale Water and Facilitates Management

Departments service area is preferred.

Q13. Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

A13. When customers call the COS Water Dept., there is a pre-recorded message by the department then caller would connect to a live operator. For Facilities, a live operator is required for the initial contact.

Q14. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

A14. One (1) year

Q15. What are the recording and storage requirements for non-phone communications?

A15. Email Facilities and Water Departments each morning with daily call log description of the calls taken on the previous night.

Q16. What is the current number of seats for operators and supervisors at your existing call center?

A16. It is expected that firms submitting proposals provide this information with their solution.

Q17. What is the current average wait time for phone calls?

A17. Not Applicable

Q18. What is the current average after-call work time for operators?

A18. 5 minutes

Q19. Over the past year, what is the percentage of calls received in English versus non-English?

A19. 99%

Q20. What time of day, days of the week, or times of the year do calls typically peak?

A20. This will vary in accordance with the situation.

Q21. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

A21. Refer to page 1 of the solicitation:

PROPOSAL SUBMITTAL DUE: 2:00 P.M. AZ LOCAL TIME, SEPTEMBER 15, 2025

QUESTIONS DUE: 2:00 P.M. AZ LOCAL TIME, SEPTEMBER 5, 2025

Q22. When is the anticipated contract start date?

A22. October 1, 2025

Q23. When is the anticipated award date?

A23. September 29, 2025

Q24. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

A24. Refer to Section 6, Pricing Proposal Form pages 28 and 29. The Unit Prices listed on the pricing proposal form shall be all inclusive and include all pertinent additional fees normally associated with this type of service. The proposed costs shall include all services as outlined in the specifications herein.

Q25. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

A25. Information is not available at this time.

Q26. Since the pricing structure is tiered, could you please clarify the amount of the Performance Bond required in section 19? It says 100% of the contract price but the price would vary based on which tier was reached.

Is this based on the top tier or the bottom tier, or some type of average?

A26. All proposals will be evaluated on the average “monthly flat rate” total for all Tiers combined. Contractor shall provide a flexible tiered pricing plan that will allow the City to pay only for minutes used as indicated on the table below (page #1 of the Pricing Proposal Form), with the ability to fluctuate from tier to tier on a monthly basis as needed.

Q27. Most call centers do not require their employees to wear uniforms when they answer the phone. Could you please elaborate on when the uniform dress code listed in Section 9 would apply? Is this every day or only if/when a call center employee visits a City-owned facility?

A27. Not Applicable

Q28. Section 25 indicates that background checks are required for any employee completing work for the City.

City ID Badges are not necessary because answering service employees would not be onsite at any City of Scottsdale facility. Is it acceptable if the Contractor completes their own background check instead of sending employee confidential information to the City for the purpose of background checks?

A28. We do not have a Section 25 in this solicitation. Please refer to Section 3, page #9:

The Contractor acknowledges that the City may require a background and/or criminal records check of Contractor, which may include fingerprinting. If, in the City’s sole discretion, the City determines that the Contractor refused to participate in a background and/or criminal records check or the City no longer wishes to contract with the Contractor due to the results of a background and/or criminal records check, the CITY may terminate this agreement effective immediately upon the CITY’S notice to the Contractor.

Addendum #2 – August 25, 2025

26RFP011

AFTER HOURS ANSWERING

SERVICES FOR SCOTTSDALE

WATER AND FACILITIES

DEPARTMENTS

END OF ADDENDUM #2

Kathleen Shipman

Bid & Contract Analyst kshipman@scottsdaleaz.gov mailto:kshipman@scottsdaleaz.gov