6-RFP-07-Questionnaire and Requirements r1.docx

CITY OF FORT WORTH - PURCHASING DIVISION PROPRIETARY INFORMATION, QUALIFICATION QUESTIONNAIRE, AND MANDATORY REQUIREMENTS

RFP Title: Call Center Monitoring Services

Legal Name of Proposer:

1.0 PROPRIETARY INFORMATION

i. All material submitted to the City becomes public property and is subject to the Texas Public Information Act upon receipt.

ii. If a Bidder does not desire information that it believes to be proprietary in the bid to be disclosed, the bidder must list each page number in the chart below and must clearly mark and identify each page by including the word “PROPRIETARY” in all caps and highlighted yellow on the bottom center of each page at the time of submittal. The City will, to the extent allowed by law, endeavor to protect such information from disclosure. The final decision as to the information that must be disclosed lies with the Texas Attorney General. Note: Pricing may not be marked proprietary and will be made publicly available in the form of a bid tab following evaluation of all bids. By submitting a response, Bidders agree that pricing is not proprietary and may be released.

iii. Failure to identify proprietary information, as required in section 15.6 of “RFP-01 Instruction to Proposers,” will result in all unmarked sections being deemed non-proprietary and available upon public request.

2.0 PROPOSER’S QUALIFICATION QUESTIONNAIRE

The information provided on this questionnaire and in the Proposal, submittal will be used to determine the responsiveness of the Proposal. Please answer each question thoroughly. Answers may be provided on a separate sheet as long as each response is labeled according to the question.

2.1 Will the agreement be available for Cooperative Agreement use?

Please refer to the Cooperative Purchasing clause in the “RFP-01 Instruction to Proposers” document.

Yes_______ No________

2.2 Prompt Payment Discount Terms: ____ Percent _______ Days (i.e. 3% Net 15, etc.)

2.3 How long has your company been in business?________________ (Attach information that can be used to verify your years of experience.)

2.4 Do you have an email address that is regularly monitored?

Email Address: __________________________________________

2.5 How often will emails be responded to? _______________________

2.6 What are your business hours and days? ________________________________________________________________________________________________________________________________________________________________________

2.7 What formats (e.g., live webinar, on-demand modules) will you use to deliver training to various City departments? Include examples or a catalog of available training modules, if applicable.

2.8 How will you identify the need for new scripts, and what is your typical process and timeline for creating and rolling them out? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.9 Describe your call evaluation methodology, including how you assess soft skills, questioning techniques, and accuracy. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.10 Outline your plan for conducting classroom training sessions, including role-play activities and instructional design principles used. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.11 What platform or tools will you use to provide the City with access to evaluation reports, recordings, and coaching resources? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.12 Please describe your approach to developing and maintaining service scripts for a call center. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.13 Explain your process for retrieving and securely accessing recorded calls provided by a client. ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2.14 Provide examples of similar script development and implementation you have completed for other clients.

3.0 DOCUMENTS REQUIRED FOR PROPOSAL TO BE CONSIDERED RESPONSIVE

The following documents and information is required to be submitted to be considered responsive:

3. Completed RFP-02-Form CIQ

3. Completed RFP-03-Authorized Signature and Contact Details

3. Completed RFP-07-Questionnaire and Requirements

3. Signed Addendum(s) acknowledging receipt. Note: if no addendum is issued, please attach a page stating “No Addendum Issued”

3. Completed Bid Table (BT-03GO) – Proposers need to complete all required fields

3. Completed W-9 image1.jpeg