8-RFP-09-Proposal Questions.pdf
PDF 128 KB Posted
- Attached to
- RFP AI-based Interactive Voice Response Solution
- Solicitation number
- 26-0263
- Issued by
- Tarrant County, Texas
About this file
This file contains proposal questions submitted by potential bidders for the City of Fort Worth's RFP for an AI-based Interactive Voice Response solution. The document compiles inquiries from vendors seeking clarification on various aspects of the procurement, which was issued by the City of Fort Worth's Information Technology Solution Department. The RFP sought proposals for an AI-based Interactive Voice Response (IVR) solution to be provided on an "as needed" basis. The proposal questions document serves as a clarification mechanism to ensure all bidders have consistent understanding of requirements prior to submitting their proposals.
The proposal questions address technical specifications, implementation requirements, service level expectations, and evaluation criteria related to the IVR solution. The questions and answers provided in this document enable prospective vendors to align their proposals with the City's expectations and reduce ambiguity regarding project scope, deliverables, and performance standards. This clarification process is standard practice in government procurement and ensures a level playing field for all bidders competing for the contract award.
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Other files
| File | Type | Posted |
|---|---|---|
| 3-RFP-01-Instruction to Proposers 1.pdf | ||
| 6-RFP-08-Reference Sheet.pdf | ||
| 2-RFP-06-Small Business Utilization Form V1.docx | DOCX document | |
| 7-RFP-04-Authorized Signature and Questionnaire.pdf | ||
| 9-RFP-02-Scope of Services.pdf | ||
| 5-RFP-07-Deviations.xlsx | XLSX spreadsheet | |
| 4-RFP-03-Draft Vendor Service Agreement (SB Goal).pdf | ||
| 1-RFP-05-Forms.pdf | ||
| 10-Addendum 1.pdf | ||
| 11-Addendum 2.pdf |
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Text version
CITY OF FORT WORTH - PURCHASING DIVISION
PROPOSAL QUESTIONS
RFP Ref. #: 26-0263 Doc. Ref#: RFP-09 Page 1 of 3 RFP Title: AI-based IVR Solution
Please ensure that each of the questions listed below is fully addressed in your Proposal. Your responses should be clear, detailed, and directly aligned with the scope of work to help us evaluate your understanding, capabilities, and planned approach.
1. Describe how your proposed AI platform supports both resident-facing and staff-facing service delivery across voice, chat, SMS, and workflow-guidance channels.
2. Explain how your platform improves accessibility, consistency, multilingual support, and operational efficiency across municipal service ecosystems.
3. Provide examples of successful deployments in environments similar to the City's multi-department and multi-channel operations.
4. Describe how your platform integrates with an existing Cisco on-prem IVR and supports future migration to Cisco cloud environments.
5. Explain your platform’s capabilities for multilingual access, specifically addressing support for 20+ voice languages and 75+ chat languages.
6. Demonstrate how your system ensures consistent responses across voice, web chat, SMS, and outbound calling channels.
7. Provide details on how forms, links, and action workflows can be surfaced directly within resident chat or SMS interactions.
8. Explain your outbound campaign calling and notification capabilities for alerts, emergencies, closures, or reminders.
9. Describe your AI-powered email assistance capabilities for generating precise, policy-based communications.
10. Provide details on your browser extension and how it integrates with systems such as Accela, Motorola Solutions PremierOne, case management tools, and internal web apps.
11. Explain how your platform provides standardized checklists with branching logic for workflow guidance.
12. Describe your GIS-integrated address and parcel lookup features and the ability to auto-populate fields in City systems.
13. Provide details on audit trails for staff interactions and how records are
RFP Ref. #: 26-0263 Doc. Ref#: RFP-09 Page 2 of 3 stored, accessed, and retained.
14. Describe your unified knowledge base architecture and how resident and staff channels share and access the same content.
15. Explain your ingestion process for PDFs, Word documents, HTML pages, and scanned documents—including update frequency and turnaround time.
16. Demonstrate how your AI provides deterministic, document-grounded responses while citing source documents, pages, and sections.
17. Describe your hallucination-prevention methods and ability to manually include/exclude specific URLs.
18. Describe your AI model architecture and explain how it supports retrieval-augmented generation and deterministic reasoning.
19. Provide documentation detailing all AI components, data flows, and any third-party services used to process data.
20. Explain how your system routes based on language detection and supports configurable voice accents.
21. Confirm that all hosting, processing, and storage occur in U.S.-based data centers and describe your approach to data residency compliance.
22. Describe how your system ensures that City data is not used to train external or cross-customer models.
23. Demonstrate full integration capability with Cisco on-prem IVR, Cisco cloud IVR, transitional Avaya-to-Cisco environments, and Microsoft 365 (including Azure AD SSO).
24. Describe integrations with Accela, Motorola Solutions PremierOne, the City’s GIS (ESRI/ArcGIS), CMS/public website, and FAQ platform.
25. Explain your SMS integration capabilities, including gateway support and outbound messaging.
26. Provide current SOC 2 Type II certification with a description of any material exceptions.
27. Describe how your platform meets U.S. data residency, AES-256 encryption at rest, and TLS 1.2+ encryption in transit.
28. Explain your role-based access controls, MFA requirements, and audit retention strategy (minimum 5 years).
RFP Ref. #: 26-0263 Doc. Ref#: RFP-09 Page 3 of 3
29. Provide details on your uptime SLA, breach notification timelines, and compliance with ADA/WCAG, Title VI, PCI, HIPAA, CJIS/CJS, and PII protection standards.
30. Explain your AI compliance framework, specifically addressing cross-customer isolation and transparency in model architectures.
31. Provide a detailed implementation plan including phased deployment, milestones, and an 8-week timeline.
32. Describe your “white glove” implementation approach, including staff training, onboarding, and KB ingestion.
33. Explain how your platform supports future departmental expansion without rearchitecture.
34. Provide examples of successful multi-department rollouts and cross-department knowledge base inheritance.
35. Describe your analytics capabilities for interaction volumes, topic trends, response times, resolution metrics, workflow usage, and form completion.
36. Provide sample dashboards and explain your reporting export formats (CSV, PDF).
37. Explain how your system calculates and presents ROI metrics such as staff hours saved and FTE equivalencies.
38. Provide evidence of at least 3 years of government-focused AI deployment experience.
39. Provide at least 5 local government references and 2 references from jurisdictions with populations greater than 500,000.
40. Demonstrate financial stability and ongoing product development investment.
41. Provide all required security/privacy documentation, SOC 2 report, training data isolation statement, references, case studies, and pricing information.
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