7-Addendum 1.pdf

ADDENDUM TO REQUEST FOR PROPOSAL 25-0189

CALL CENTER MONITORING SERVICES

PURCHASING DIVISION

ADDENDUM NO. 1 DATE ISSUED: July 28, 2025

REQUEST FOR PROPOSAL (RFP): 25-0189

BID CLOSING DATE: July 31, 2025 (UNCHANGED)

RFP No. 25-0189, issued July 16, 2025, is hereby amended as follows:

1. Questions and Answers document is hereby incorporated, in full text page 2 through page 6.

All other terms and conditions remain unchanged.

Jaysea Coates Jaysea Coates

BUYER

By the signature affixed below, Addendum No. 1 is hereby incorporated into and made part of the above-referenced RFP.

COMPANY NAME:____________________________________________________

SIGNATURE:_________________________________________________________

NOTE: Company name and signature must be the same as on the original bid documents. Failure to return this form with your sealed bid may constitute grounds for rejection of your offer.

RFP 25-0189 Call Center Monitoring Services Addendum No. 1, Page 2 of 6

Questions and Answers

Q1. Will a template be provided for a W-9?

A1. No, a template will not be provided for a W-9 due to this being a tax document.

Q2. For monthly evaluated calls- the quantity on the bid table is 12 but the scope of work is

90 monthly. Does the 12 refer to monthly cost for 90?

A2. The 12 on the bid table refers to an annual quantity of an estimated 90 calls per month.

The City is looking for proposers to provide a flat-rate service fee for an overall yearly total as this estimated value can vary.

Q3. Will there need to be bilingual scripting? Or will current scripts need to be translated?

A3. Current scripts will need to be translated.

Q4. The scope mentions departments may include Public Engagement, Park/Rec, City

Manager, Mayor and Council – are these also going to need scripting and QA support?

These are not listed in 6.1.

A4. Yes, City Manager and Mayor and Council will need scripting and QA support.

Q5. Please clarify what the two (2) additional scripts mentioned on Page 1 refers to? Does this mean two (2) scripts per department?

A5. Yes, at least two scripts per department with the most frequently used Service Request.

Q6. What is the estimated budget value for this project?

A6. The estimated budget is up to $50,000.00.

Q7. Can the City confirm whether the use of 1099 contractors are acceptable, or if W2 employees are required for compliance with this contract?

A7. Either 1099 or W2 should be acceptable as long as they are able to provide the work requested at the standard expected.

Q8. If 1099 contractors are permitted, will the same insurance requirements still apply as outlined in the vendor agreement, or is there flexibility based on staffing model?

A8. The Insurance Requirements are negotiable and are reviewed by Risk Management to ensure that they meet the City’s minimum requirements. If the vendor is unable to meet the requirements as they are written – they are welcome to redline during the negotiation process, and the City will work with Risk Management to accommodate if able.

Addendum No. 1, Page 3 of 6

Q9. Can the City clarify the expected timeline for onboarding after award, including script reviews, scoring rubric approvals, and the first round of call evaluations?

A9. The expected first round of evaluations will be October of 2025.

Q10. Does the City have a preferred format for receiving evaluation results and monthly reports (e.g., Excel, PDF, dashboard access), or can the vendor propose a format?

A10. The vendor may propose a format, however 311 will provide the calls in a ZIP FILE.

Q11. Can the City confirm whether the minimum of four (4) required training sessions is expected to be conducted per year, per quarter, or monthly?

A11. The 4 training sessions are expected to be conducted per year.

Q12. Can the City confirm whether all training sessions (classroom and webinar) can be delivered virtually, or if in-person training is required for any portion of the engagement?

A12. Training sessions could be both virtual and in-person, but it depends on the length of training and what is being offered.

Q13. Can you provide a detailed description of your company and the products/services you offer?

A13. 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. Please refer to document RFP-06-Evaluation_Factors_and_Scope_of_Services for further information for RFP 25-0189. Please refer to https://www.fortworthtexas.gov/Home for further information regarding the City of Fort Worth.

Q14. Are there specific hours of operation, such as 24/7, weekends, or certain time zones?

A14. 311 hours of operation are Monday and Friday 7:00AM-6:00PM and Saturday 7:00AM-

4:00PM Central Time.

Q15. Do you have existing technology platforms (CRM, telephony systems, etc.) that the call center will need to integrate with?

A15. 311 has Customer Relationship Management (CRM) and WebEx already in place.

Q16. Are there any internal systems or processes that need to be accounted for during the transition?

A16. No, there are no internal systems or processes that need to be accounted for during transition.

https://www.fortworthtexas.gov/Home

Addendum No. 1, Page 4 of 6

Q17. Do you have any specific requirements for call center technology (e.g., IVR, cloud-based solutions, AI integration)?

A17. While there are no specific requirements, Cloud based would be ideal.

Q18. What QA monitoring goals do you have?

A18. QA monitoring goals would be 6 calls per Customer Service Representative (CSR) each month with 3 of them being bilingual calls for the bilingual CSRs.

Q19. Are there any specific performance guarantees you expect from the call center vendor?

A19. Ensuring all calls are consistent with the same knowledge, great customer service, and capturing all soft skills and processes.

Q20. Do you have any specific ratios you require? (Example: Sup to Agent ratio 1:18)

A20. 311 doesn’t have any Supervisor to CSR, just a month grade for the CSR.

Q21. What level of reporting and analytics do you require (e.g., daily, weekly reports, custom dashboards)?

A21. 311 requires monthly performance grades.

Q22. Are there specific regulatory or compliance requirements that the call center must adhere to (e.g., GDPR, PCI-DSS, HIPAA)?

A22. There are no regulatory or compliance requirements the call center must adhere to.

Q23. How do you handle data security and privacy within your organization?

A23. The IT Departments does all the security programs and blocking breeches for the City.

Q24. Do you require call center agents to be based in specific locations to meet regulatory or privacy needs?

A24. No, but 311 has an office within the call center for privacy if need be.

Q25. Do you require ongoing training for agents once the service begins?

A25. No, there are just 4 required trainings for the year.

Q26. Are there any specific certifications or expertise you expect agents to have? (Such as technical knowledge, language proficiency, industry certifications, etc.)

A26. No, 311 doesn’t require any certifications.

Addendum No. 1, Page 5 of 6

Q27. Are there any set-up or implementation fees that we should account for?

A27. No, 311 does not have any additional fees.

Q28. Will you require us to provide a trial or pilot phase before the full implementation?

A28. While it is not required, 311 would like to see a demo of the product.

Q29. What is your expected timeline for transitioning to a new call center service?

A29. The expected timeline would be October of 2025.

Q30. Do you need support in transferring customer data or other operational knowledge to the new call center?

A30. No, support is not needed in transferring customer data or other operational knowledge to the new call center.

Q31. What are your preferred payment terms (e.g., Net 30, Net 60)?

A31. The City typically prefers a Net 30; however, any exceptions can be requested as a document under Any Other Requested Documents.

Q32. What are the key factors you are considering in selecting a vendor (e.g., cost, experience, technology, scalability)?

A32. RFP 25-0189 will be evaluated by the evaluation criteria on document RFP-06-

Evaluation_Factors_and_Scope_of_Services

Q33. What is the decision-making timeline for this RFP?

A33. To review the timeline of events and details for RFP 25-0189 please refer to Bonfire.

Q34. How do you foresee your call center needs evolving in the next 1–3 years?

A34. 311 has built out the call center for the next 5 years. Currently, we are focusing on the

Quality Monitoring for now.

Q35. Are there plans to expand the volume of services or customer support channels in the future?

A35. The City of Fort Worth is growing daily, and the volume will increase over time.

Q36. Do you expect your call volume to grow over the next 1–3 years? If so, at what rate?

A36. For call volume, yes there will be growth. For people in the 311 group, no there will not be at this time.

Addendum No. 1, Page 6 of 6

Q37. It states that part of the scope of the work is to maintain the current program. Please define what the current program is and what parts of it will need to be maintained.

A37. We currently have scripts in place, CRM (system) processes in place. The only thing that will need to be maintained it’s the scripting if we have changes with our internal customers.