Addendum 2-final.pdf

RFP No. 2425-02 RFP CS

Addendum No. 2

2425-02 RFP CS

Call Center Staff Augmentation

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.

This Addendum consists of the following sections:

A. Questions and Answers B. Modifications to the RFP

A. Below are the questions and answers related to this solicitation. In the table below, the Department of Financial Services (Department) has answered each of the questions submitted by potential respondents.

No. Attachment

Identifier Section Number

Sub-Section Reference

Item Reference Page No. Question Department Response

1. Request for Proposal

2.2 Timeline Scope of Work Please reconfirm the

due date for this procurement by providing it in response to answers to questions.

As stated in the Request for Proposal, Section 2.2, Timeline, responses are due on 10/8/2024 by 4:00 P.M.

2. Contract History If there was a previous solicitation for these services, what was its title, number, release date, and due date?

There was no previous solicitation.

3. Attachment 3, Price Response Form

Pricing 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

No. Respondents must complete the Attachment 3, Price Response form as stated in the Request for Proposal, Section 3.2, Mandatory Responsiveness Requirements.

page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

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

No previous vendor.

5. Contract History Has the current contract gone full term?

No previous contract.

6. Contract History Have all options to extend the current contract been exercised?

No previous contract.

7. Contract History Who is the incumbent, and how long has the incumbent been providing the requested services?

No previous contract.

8. Attachment 2, Statement of Work

Scope of Work To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

None. See Section 5.

Contractor Responsibilities, subsection b. Deliverables.

9. Attachment 2, Statement of Work

Scope of Work How are fees currently being billed by any incumbent(s), by category, and at what rates?

No previous contract.

10. Attachment 2, Statement of Work

Scope of Work What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

No previous contract.

11. Attachment 2, Statement of Work

Scope of Work Is previous experience with any specific customer information

No.

systems, phone systems, or software required?

12. Attachment 2, Statement of Work

Scope of Work What is the minimum required total call capacity?

Indeterminate.

13. Attachment 2, Statement of Work

Scope of Work What is the minimum simultaneous inbound call capacity?

Indeterminate.

14. Attachment 2, Statement of Work

Scope of Work What is the maximum hold time?

See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (b).

15. Attachment 2, Statement of Work

Scope of Work What percentage of inbound calls must be answered by a live operator?

All calls must be answered by a live operator. See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (a).

16. Attachment 2, Statement of Work

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

Indeterminate.

17. Attachment 2, Statement of Work

Scope of Work

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

Indeterminate but minmal.

Department anticipates all calls will be handled by the Contractor and data entered into a webpage template.

In the event that the Contractor can not handle the call as described, the Contractor may forward the call to a designated phone number at the Department.

18. Attachment 2, Statement of Work

Scope of Work Is there a minimum or maximum number of operators and supervisors?

No. The Contractor will determine staffing levels and management necessary to perform under the contract.

19. Attachment 2, Scope of Work What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?

The call center may work on other contracts during an activation but priority must be given to calls received for the Department.

20. Attachment 2, Statement of Work

Scope of Work What is the required degree of dedication for the operators? (Can the operators work on other contracts at the same time as this one)?

Operators may answer calls for other contracts during an activation but priority must be given to calls received for the Department.

21. Attachment 2, Statement of Work

Scope of Work 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?

All calls must be answered by a live operator to include initial contact. See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (a).

22. Attachment 2, Statement of Work

Scope of Work What was your average monthly call volume over the past year?

DFS’s helpline averages approximately 6,000 calls per month.

23. Attachment 2, Statement of Work

Scope of Work

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

When fully staffed the Division has approximately 48 positions assigned to take helpline calls for three hours daily for all lines of insurance. Average number of staff answering calls are 10, increasing to 17 during peak times.

24. Attachment 2, Scope of Work What is the current average wait time for phone calls?

Less than two minutes.

25. Attachment 2, Statement of Work

Scope of Work What is the current average handle time for

Less than ten minutes.

phone calls and other types of communications?

26. Attachment 2, Statement of Work

Scope of Work What is the current average after-call work time for operators?

Less than one minute.

27. Attachment 2, Statement of Work

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

As stated in the Attachment 2, Statement of Work, Section 1, these calls would be handled during a Catastrophic Response

(CAT).

28. Attachment 2, Statement of Work

Is it necessary to keep staff in the United States or offshore will work?

See Section 5. Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1 and 2.

29. Request for Proposal

What is the budget for this bid?

Not determined.

30. Addendum B Our company is a call center service provider utilizing third-party cloud services to implement our solutions. Given that our cloud service provider undergoes an annual SSAE 18 SOC 2 Type II audit, would it be acceptable for us to present their SOC 2 Type II audit report to fulfill the audit requirement stated in the RFP?

The Department will accept a copy of SOC 2 Type II audit report to fulfill the audit requirement stated in the RFP.

31. Detailed call reports for the past 6-12 months.

Not available.

32. The total number of calls per month and the average call duration.

DFS’s helpline averages approximately 6,000 calls per month and the average call time is approximately 10 minutes.

33. Request for Proposal

Section 5.

Award

5.1 Basis of

Award

5.1 17 What would be the number of awards you intend to give (approximate number)?

One.

34. Attachment 3, Price Response Form

Price Response 35 What are the estimated funds that are estimated to be allocated for this contract?

Not determined.

35. Attachment 3, Price Response Form

Price Response 35 What are the required positions?

See Attachment 2, Statement of Work, Section 5.

Contractor Responsibilities.

36. General Question

Is this a new contract or are there any incumbents? If there is an incumbent, could you please let us know the incumbent name and pricing and are the incumbents eligible to submit the proposal again?

No previous contract.

37. General Question

Are there any pain points or issues with the current vendor(s)?

No previous vendor(s).

38. General Question

Could you please share the previous spending on this contract, if any?

No previous contract.

39. Attachment 2, General Contract Conditions

d. Employees, Subcontractors, and Agents

6 Is there any mandatory subcontracting requirement for this contract? If yes, is there any specific goal for the subcontracting?

No.

40. Attachment 3 Price Response 36 Can we provide hourly rate ranges in the price proposal?

41. General Question

Is it entirely onsite work or can it be done remotely to some extent/does the services need to be delivered onsite or is there a possibility for remote operations and performance?

See Section 5. Contractor Responsibilities, subsection

b. Deliverables 1 and 2.

42 Attachment 2 Scope of Work Detailed Scope of Work

32-37 We formally request a comprehensive and detailed Scope of Work for the project. This information will enhance project understanding and facilitate the development of accurate and competitive tender proposals by all bidders.

See Attachment 2, Statement of Work.

43 Attachment 2 Scope of Work Minimum call 32-37 We hereby requesting you to kindly confirm the minimum required call volume or guarantee necessary for conducting a comprehensive analysis of the financial bid.

There is no minimum call volume.

44 Attachment 2 Scope of Work Average (talk time)

32-37 We kindly request confirmation and sharing of the average talk time. This information is crucial for all bidders to ensure a fair bidding process.

Approximately 10 minutes.

45 Attachment 2 Scope of Work

Premises 32-37

We hereby requesting you to kindly confirm whether the call center premises will be on-site or off-site. We kindly

See Section 5. Contractor

b. Deliverables 1 and 2.

request clarification on whether bidders may operate this project from their own location.

46 Attachment 2 Scope of Work

Policy 32-37

It is requested to kindly confirm the required policy type for this project: Workmen's Compensation (WOC) or Group Policy. This clarification is essential for all bidders to prepare accurate financial bids, ensuring a fair and transparent bidding process.

See Attachment 1, Standard Terms and Conditions, Section 10, Insurance and Attachment 4, PUR 1000, Section e. Insurance Requirements.

47 Attachment 2 Scope of Work

Material of Supply 32-37

We hereby requesting you to kindly clarify and confirm the specific IT and non-IT hardware and software requirements/ specification necessary for successful tender/ project execution.

Additionally, please clarify if any authorization beyond CRM are required from the bidder.

The Contractor will determine the software and hardware necessary to perform these services under the contract.

48 Attachment 2 Scope of Work

Exit Management 32-37

We kindly requested to kindly confirm the ownership of all supplied IT and non-IT hardware and software upon successful completion of the tender. Clarification on whether this ownership will transfer to the State

The Contractor will provide any IT and non-IT hardware and software that is used by the Contractor and ownership will remain with the Contractor.

of Florida Department of Financial Services or remain with the bidder is required.

49 Attachment 2 Scope of Work

Integrity Pact/ Non Disclosure Agreement

32-37

It is requested to kindly confirm if an Integrity Pact or Non-Disclosure Agreement is a mandatory requirement for this tender.

Please see the Appendix C – Mandatory Criteria Certification Form and Attachment 5 – PUR 1355.

50 Attachment 2 Scope of Work

Toll Free 32-37

We hereby requested to kindly confirm the party responsible for the one-time toll-free number setup fee. As this number will be provided to the successful bidder, clarification regarding payment.

The Contractor will receive calls via the Department phone system.

51 Attachment 2 Scope of Work

Chat Boat and Website 32-37

It is requested to kindly confirm the availability of alternative complaint channels, such as chatbot and website-based platforms. We would like to clarify who bears the associated costs for these channels.

All calls must be answered by a live operator. See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (a).

52 Attachment 2 Scope of Work

CRM 32-37

We kindly request clarification on the CRM ownership. As you possess your own CRM system, we would like to confirm whether any additional CRM requirements exist for this project.

CRM is proprietary to Department.

Contractor will enter call information into a webpage template provided by Department via web link.

53 Attachment 2 Scope of Work

TAT 32-37

We kindly request clarification on the escalation process for customer complaints.

Specifically, we would like to confirm if there are defined Service Level Agreements (SLAs) for call center agents to transfer complaints to the relevant departments.

Department anticipates all calls will be handled by the Contractor and data entered into a webpage template. In the event that the Contractor can not handle the call as described, the Contractor may forward the call to a designated phone number at the Department.

54 Attachment 2 Scope of Work

IVR Language 32-37

We kindly request clarification on the number of languages required for the IVR system. This information is essential for all bidders to accurately prepare their financial proposals.

kindly provide the specific language requirements.

The Contractor will provide bi-lingual (fluent in English and Spanish) Contractor staff to handle a minimum of five percent (5%) of the call volume with the ability to scale to up to ten percent (10%) of the call volume.

The percentages requested could vary depending on the circumstances.

55 Attachment 2 Scope of Work

IVR Timing 32-37

We kindly request clarification on the specific timing for the IVR system. This information is essential to ensure a fair and equitable bidding process for all participants. Please confirm the IVR schedule at your earliest convenience.

All calls must be answered by a live operator. See Section 5, Contractor Responsibilities, subsection

b. Deliverables, Deliverable 1: 3) (a).

56 Attachment 2 Scope of Work Call Centre Shift 32-37

We kindly request confirmation of any agent requirements for specific shifts. This

See Attachment 2, Statement of Work, Section 1. Scope of Work. All calls will be answered between 8:00 am – information is essential for ensuring fair and comprehensive bidding among all interested parties.

8:00 pm Eastern Time. The Contractor will determined the shifts of all call center employees.

57 Attachment 2 Scope of Work Activation Fee per CAT event 38

It is requested to kindly share the existing and current Activation Fee per CAT event

No previous contract.

58 Appendix D Evaluator Score Sheet

Response Evaluation Criteria

We respectfully request clarification regarding the minimum scope requirements for qualified, eligible bidders to participate in this tender.

All Respondents who meet the mandatory requirements of the solicitation can respond.

ATTACHMENT 2 1 NA Scope of Work. 32

1. Please advise total number of FTEs in scope for this RFP? At one stretch how many FTEs can be asked to be hired and deployed in 48 hours - please suggest minimum and maximum count?

The Contractor will determine staffing levels necessary to perform under the contract.

ATTACHMENT 2 5 5b Deliverables. 33

2. Can you please provide job description including required skillset, certification and experience level of agents?

The Contractor will ensure that call-takers have experience with providing insurance assistance or at least a basic knowledge of the insurance industry and terminology in order to assist consumers.

Experience or knowledge may be in the form of having previously answered calls regarding insurance-related issues or having worked in the insurance industry.

ATTACHMENT 2 5 5b Deliverables. 36

3. Please advise who is responsible to do QC.

What is the current Quality Framework and how many calls are being audited? What is the audit sample size?

Department anticipates that the Contractor will engage in QC activities and can provide relevant information.

Department will audit information collected from consumers via web link template.

ATTACHMENT 2 7 NA Enforcement 37

4. What are the current SLA's being delivered for the contact center?

No previous SLA.

ATTACHMENT 2 1 NA Scope of Work. 32

5. Is the Department open for Work from Home Model?

Yes. The Contractor will determine staffing levels and management necessary to

ATTACHMENT 2 1 NA Scope of Work. 32

6. Is the Department open for a virtual training model? If no, where are the current services being delivered from – State, City?

Yes.

ATTACHMENT 2 1 NA Scope of Work. 32

7. Please clarify what technology (Software and hardware) the Contractor is expected to have during CAT event? What all activities are entailed in CAT activation phase?

The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the contract.

Department uses Five9 telephony. The Contractor’s compatibility with the Department phone system is critical.

ATTACHMENT 2 5 5b Deliverables. 36

8. What are you using for your current workforce management and quality assurance/management systems? Would those be considered as a part of this RFP?

Department uses a proprietary CRM system.

The Contractor will not use the Department system;

rather, the Contractor will enter call information into a webpage template provided by the Department via web link.

ATTACHMENT 2 5 5b Deliverables. 33

9. In the RFP there is a mention of 'Deliverable 1: Live call-taking and call management services' , so please confirm if the telephony will be leveraged by the Department or The Contractor must facilitate the ACD setup for Voice Telephony (Inbound and Outbound), basic IVR, reporting.

All calls must be answered by a live operator.

The Contractor will not use the Department system. The Contractor will be required to maintain the equipment and software necessary to perform under the Contract.

The Contractor will enter call information into a webpage template provided by the Department via web link.

ATTACHMENT 2 5 5b Deliverables. 33

10. Please advise if the Contractor is going to use Department provided telephony or introduce their own? If Contractor is providing the telephony, please advise for the below information:

a. whether the Department will do call collection and forward the calls to Contractor’s USA DID for call distribution OR, The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the contract.

The Contractor will not use the Department system;

rather, the Contractor will enter call information into a webpage template provided by the Department via web link.

Contractor must do call collection with its owned DDI/TFN directly from end user ?

b. If Contractor to provide the call collection, please confirm if contractor needs to provide TFN or DID. Also, Please specify the geographies for the TFN/DID provisioning (from where client customer would call) ?

c. Please confirm whether basic IVR (Announcement, Language and Category selection) treatment would be sufficient or is there any requirement of full-fledge IVR suite?

Department uses Five9 telephony. The Contractor’s compatibility with the Department phone system is critical.

ATTACHMENT 2 5 5b Deliverables. 35

11. What are the current formats of Stored audio files (Mono / Stereo) and Audio File Format (,wav, .mp3, etc.)?

The Department stores audio files in .mp3 format.

ATTACHMENT 2 5 5b Deliverables. 33

12. Please confirm the preference on the type of connectivity for accessing the applications either via internet or MPLS?

Also, confirm the bandwidth per seat required for accessing.

The Contractor will be given a link to access the Department website to enter call information into a webpage template. The bandwith is five megabytes(MBD)/second or greater with a Roundtrip of less than 1000 milliseconds (MS) is required for network bandwith per seat.

ATTACHMENT 2 5 5b Deliverables. 33

13. We assume Hard Phones, Headsets and Desktop/Laptops would be provided by the Contractor please mention if any special requirement on hardware and software point of view.

The Contractor will determine the equipment and software necessary to perform under the contract.

ATTACHMENT 2 5 5b Deliverables. 35

14. Also, we understand that 100% call recording is needed with 2 years of retention, please confirm this approach.

The Contractor shall maintain an archive of all audio files for the Department until either (a.)

turning the files over to the Department, or (b.) for a period of not less than 2 years from the date of the call.

ATTACHMENT 2 5 5b Deliverables. 35

15. Please confirm if screen recording is also needed along with retention for storage.

No.

ATTACHMENT 2 1 NA Scope of Work. 32

16. Is the understanding correct, seven (7) days a week from 8:00am– 8:00 pm Eastern Time (E.T.) support is required for all Channels/Work type in scope? If not please share the HOOP details as per communication channels.

Yes.

ATTACHMENT 2 5,7 5b Deliverables. 34,37

17. Please share LOB/Channel/Language wise Service level and AHT details.

Expected call handling time

- less than 9 minutes.

Expected hold time - less than 2 minutes.

Expected abandonment rate

- less than 8 percent.

ATTACHMENT 2 5 5b Deliverables. 33

18. Please share LOB/Channel/Language wise hourly, daily, weekly and monthly, yearly volumes to analyze the seasonal, hourly and DOW arrival pattern.

The Ddepartment’s helpline averages approximately 6,000 calls per month and the average call time is approximately 10 minutes.

ATTACHMENT 2 1 NA Scope of Work. 32

19. Kindly confirm if Outbound calls also in scope, if yes than please share volume, AHT &

HOOP

No.

ATTACHMENT 2 1 NA Scope of Work. 32

1. Please advise total number of FTEs in scope for this RFP? At one stretch how many FTEs can be asked to be hired and deployed in 48 hours - please suggest minimum and maximum count?

The Contractor will determine staffing levels necessary to perform under the contract.

ATTACHMENT 2 5 5b Deliverables. 33

2. Can you please provide job description including required skillset, certification and experience level of agents?

The Contractor will ensure that call-takers have experience with providing insurance assistance or at least a basic knowledge of the insurance industry and terminology in order to assist consumers.

Experience or knowledge may be in the form of having previously answered calls regarding insurance-related issues or having worked in the insurance industry.

Attachment 2 B Deliverable 1/Item 2 33

Although the RFP states that the Call Center employees cannot be located offshore, would the state consider nearshore, Puerto Rico staffing?

No nearshore or offshore staffing is allowed. See Section 5. Contractor

b. Deliverables.

Attachment 2 4A Payment Provisions 32

Is a fixed rate contract the same as a monthly retainer for services? If so, where in the price response section does this get noted.

The fixed rate is the amount of the activation fee per CAT event plus the number of calls received.

82 Attachment 2:

Request for Proposals (RFP) N/A

What percentage of call volume is expected to be outbound calls?

0%.

Attachment 2:

Request for Proposals (RFP) N/A

Is there an known average handle time for inbound and outbound CAT calls?

Less than 10 minutes.

Attachment 2:

Request for Proposals (RFP) N/A

Will telephony support be required from vendor or will vendor leverage client telephony?

The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the contract.

Department uses Five9 telephony. The Contractor’s compatibility with the Department phone system is critical.

Attachment 2:

Request for Proposals (RFP) N/A

Is there a target headcount or target call capacity for the vendor CAT call center?

The Contractor will determine resources and staffing levels necessary to

Attachment 2:

Request for Proposals (RFP) 5 Deliverable 2 3

What technology/portal is leveraged to capture call information in client systems?

The Contractor will enter call information into a webpage template provided by the Department via web link.

87 Attachment 2:

Request for Proposals (RFP) N/A

Is Citrix or an alternate VDI required for support?

No.

Attachment 2:

Request for Proposals (RFP) 5 Deliverable 1 2

Is training supplied by client or is training creation by vendor included in bid?

Department will provide all training materials, scripts, manuals, and any other documents needed to the Contractor to assist in training staff.

89 Attachment 2:

Request for Proposals (RFP) 5 Deliverable 1 2

What duration is expected client training?

Not determined at this time.

However, the estimated training is four hours.

Attachment 2:

Request for Proposals (RFP) 5 Deliverable 1 2

Can the client supply a sample training syllabus for reference?

Not available at this time.

Attachment 2 - Statement of Work Deliverable 1 3.1, Clause 5,b,i 1 2 of 6

How long is New Hire Training anticipated to be?

Not determined at this time.

However, the estimated training is four hours.

Standard Terms & Conditions

Attachment 1 (Clause 39)

Contractor Representatives 2 10 of 11

Are there specific training qualification expectations by the Department?

Department will provide all training materials, scripts, manuals, and any other documents needed to the Contractor to assist in training staff.

The Division expects all current call center employees will be trained within 30 days of execution of the Contract and new hires will be trained within 5 days of hiring.

Standard Terms & Conditions

Attachment 1 (Clause 39)

Contractor Representatives 3 10 of 11

If there is no activation due to a CAT, will agent training (in expected preparation for a CAT) be paid by the State?

No.

The Division expects all current call center employees will be trained within 30 days of execution of the Contract and new hires will be trained within 5 days of hiring. All Costs for training employees is the responsibility of the Contractor.

RFP

Section 1, Introduction 1.2 Background 4 4 of 18

Does the State have a current vendor for this project?

No.

RFP

Section 1, Introduction 1.2 Background 5 4 of 18

During previous CAT situations, how often was the current vendor engaged?

No previous vendor.

Attachment 2 - Statement of Work Scope of Work Scope of Work 6 1 of 6

During a CAT situation, on average, how many calls are handled?

Unknown.

Attachment 2 - Statement of Work Scope of Work Scope of Work 7 1 of 6

During a CAT event, what is the typical abandonment rate?

Unknown.

RFP

RFP Section 3 - Response Instructions

3.4 How to

Submit a Response 8 13 of 18

Would the State allow for an e-submission via the portal or email in lieu of hard copies?

No.

RFP

RFP Section 3 - Response Instructions

3.4 How to

Submit a Response 9 13 of 18

For economical purposes, and if hard copies are required, would the State accept one original response with all copies and redacted versions contained on individual USB drives?

Attachment 2 - Statement of Work

1. Scope of Work Scope of Work 10 1 of 6

How many agents are currently staffed to handle the call volume?

Currently, calls are handled by Department employees.

Attachment 2 - Statement of Work

1. Scope of Work Scope of Work 11 1 of 6

Please provide the expected handle time.

Expected call handling time

- less than 9 minutes.

Expected hold time - less than 2 minutes.

Attachment 2 - Statement of Work

1. Scope of Work Scope of Work 12 1 of 6

Please provide the average expected after call work (ACW) time?

Less than one minute.

RFP

RFP Section 3 - Response Instructions

3.4 How to

Submit a Response 13 13 of 18

Please confirm the State would allow electronic signatures in lieu of wet signatures for this response.

Electronic signatures are allowed on hard copies.

RFP

RFP Section 3 - Response Instructions

3.4 How to

Submit a Response 14 13 of 18

Due to the frequency of shipping delays, please confirm a proposal that is post marked prior to the end of the proposal deadline would be considered “on time” and considered for evaluation regardless of unforeseen shipping delays outside a Vendors control.

Per section 2.2, Timeline, Responses must be received by the specified deadline.

Any Responses received after the Response deadline will not be considered.

Standard Terms & Conditions Scope of Work 3F 15 2 of 18

During a CAT event, when applicable, will the vendor live transfer escalated calls or will this be a written request to assist the consumer?

Additionally, if there is a need for an escalation

Department anticipates all calls will be handled by the Contractor and data entered into a webpage template. In the event that the Contractor can not handle the call as described, the Contractor will forward the call to a during a non-Business day (as identified in the RFP), how would the Department want this handled?

designated phone number at the Department.

Standard Terms & Conditions Scope of Work 3F 16 3 of 18

Will an escalation matrix be provided for the vendor to follow?

No.

Standard Terms & Conditions Scope of Work 3I 17 4 of 18

Is there a maximum or minimum number of agents the vendor should have trained and ready in the event of a CAT event?

The Contractor will determine resources and staffing levels necessary to perform under the contract.

Attachment 2 - Statement of Work Deliverable 1 3.1, Clause 5,b,i 18 2 of 6

How often are there changes in process or policy? If change occurs, how will the vendor be notified to ensure our agents are providing the latest updated information to consumers?

If any of training materials, scripts, manuals, and any other documents are updated by the Department, a copy of the final version will be provided to the Contractor via email within ten (10) Business Days.

Attachment 2 - Statement of Work Scope of Work 3 19 4 of 6

What percentage of calls are outbound during a CAT event?

What would an outbound call entail?

0%.

Attachment 2 - Statement of Work Scope of Work 5 20 4 of 6

Please confirm all audio archives must be submitted to the Department at the end of each event. If so, can these be wiped out of our system once confirmation of receipt is received from the department? What format does the

The Contractor will maintain an archive of all audio files for the Department until either (a.)

turning the files over to the Department, or (b.) for a period of not less than 2 years from the date of the call.

Department want to receive these calls in?

Department expects files in a standard industry format (i.e., MP3, WAV, WMA).

RFP

General Contract Conditions G 21 8 of 20

Please provide an example when Installation would be applicable?

No installation will be required for this Contract.

Attachment 2 5 b 1 2

Can you provide historical call volume data, especially during past catastrophic events?

Department’s helpline averages approximately 6,000 calls per month and the average call time is approximately 10 minutes.

Attachment 2 5 b 1 2

What are the highest daily call volumes you’ve experienced during a catastrophic event?

Unknown.

Attachment 2 5 b 1 2

What has been the maximum number of staff you’ve expanded to in previous call center augmentations?

No previous contract.

Attachment 2 5 b 3(i) 2

What is the expected time to train staff to handle calls specific to your operations?

Not yet determined.

However, the estimated training is four hours.

RFP 1 1.2 4

What were the biggest challenges faced during previous catastrophic events, and how would you like to improve performance based on those experiences?

Storm-related calls strained existing staff at the time.

Post-event call center staff augmentation is a strategy to address lesson learned from prior events.

Attachment 2 5 b 2 2

What technologies (e.g., telephony system, CCaaS, contact recording, interactive voice response, The Department will provide access to a web template for the Contractor to enter call data information.

knowledgebase, customer relationship management, quality monitoring) does the State expect to provide?

Attachment 2 5 b 2 2

What technology or software vendor will the State use for each State-provided technology?

Unknown.

Attachment 2 5 b 2 2

What technologies does the State expect the vendor to provide?

The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the Contract.

Attachment 2 5 b 2 2

What preference does the State have on what technology or software vendor that the Vendor uses for each Vendor-provided technology?

The Contractor will determine, acquire, and maintain the equipment and software necessary to perform under the Contract.

Attachment 2 SOW 4 Payment Provisions 32

When referring to a fixed-rate contract, is this insinuating one fee for a specific FTE amount, or will this vary based on need? We see that there is also per call pricing, and would like to better understand what the fixed-rate fee includes (training etc.).

The fixed-rate fee includes the activation fee which includes training of employees and the per call pricing based on the number of calls received.

Attachment 2 SOW 5B Deliverables 33

Is there a historical view of needed FTE by month to baseline potential need?

No.

Attachment 2 Section 5 5B Deliverable 1 33

Over the last 10 years, can volumes be provided for CAT

No information available.

events where services were needed? What was the duration of service you are asking to be provided for each event?

The severity of hurricanses and the population density of the path may indicate the need for additional resources.

Increased call volume attributable to past hurricanes continued for approximately four weeks up to three months.

Attachment 2 Section 5 3I Deliverable 1 33

What is the current length of training for the agents to support CAT?

None. However, the estimated training is four hours.

Attachment 2 Section 5 5B Deliverable 1 33 How will calls be routed to the contractor?

Calls will be sent to the Contractor via the Department’s phone system.

Attachment 2 Section 5 5B Deliverable 2 34

How will contractor connect to portal maintained by the Department?

Department will provide a web link to the Contractor.

126 Attachment 2:

Statement of Work

1.1 N/A N/A 4 Is it mandatory for

vendors to maintain a physical facility to support this contract?

No.

127 Attachment 2:

Statement of Work

1.1 N/A N/A 4 Can vendors propose a

100% remote solution?

Yes.

128 Attachment 3:

Pricing

N/A N/A Price Response Table

22 Is the per-call pricing structure fixed for the entire duration of the contract?

Yes.

129 Attachment 2:

Statement of Work

1.2 N/A N/A 5 Can you provide

historical call volumes for catastrophic events over the last 5 years?

No.

130 Attachment 2:

Statement of Work

4.1 N/A N/A 16 What are the acceptable

average handle time (AHT) benchmarks

Unknown.

during peak and non-peak periods?

131 Attachment 2:

Statement of Work

4.2 N/A N/A 16 What is the current

after-call work time (ACW) for operators handling catastrophic events?

Less than one minute.

132 Attachment 3:

Pricing

N/A N/A N/A 22 Can the Contractor bill the State for using third-party telephone interpreter services?

No.

133 Attachment 2:

Statement of Work

1.3 N/A N/A 6 Will all staff hired by

the Contractor to execute this contract require approval from the State before onboarding?

No; however, the Contractor is required to provide the Department with a list of trained employees and ongoing training reports.

134 Attachment 2:

Statement of Work

1.4 N/A N/A 6 What telephony systems

or platforms are currently used by the State, and should the Contractor integrate with them?

Department uses Five9 telephony.

135 Attachment 2:

Statement of Work

4.5 N/A N/A 17 What is the required

training timeframe for staff in the event of a catastrophic activation?

All current call center employees will be trained within 30 days of execution of the Contract and new

136 Is there an incumbent? No.

Are you happy with their services?

No previous contract.

Why is this RFP being released?

See RFP, Section 1.

Introduction.

Can you provide historical and/or projected call volume during a CAT?

Can you share any call arrival patterms to clarify probable peak times?

No.

Attachment 2 Statement of Work

Section 6 Department's Responsibilities Page 5

What is the Department’s CAT program length of training – number of hours? Is there a recommended or required timeline for training agents prior to the start of call-taking in the event of a catastrophic activation?

Length of training not yet determined. However, the estimated training is four hours.

All current call center employees will be trained within 30 days of execution of the Contract and new

Attachment 2 Statement of Work

Section 6 Department's Responsibilities Page 5

Is it acceptable to conduct training in a virtual environment?

Yes.

How are CAT events being handled now, entirely by internal contact center support?

CAT events are currently being handled by Department employees.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 1:

Live call-taking and call management services Letter g Page 2

Can you provide historical volume for all channels that will be serviced by the vendor?

What is the anticipated volume of calls during catastrophic events? Are there any metrics from previous events like Hurricane Ian that could help us estimate staffing needs accurately? As much data as possible is appreciated: intra day volume, anticipated length of program duration (we realize this

No. Increased call volume attributable to Hurricane Ian continued for approximately three months.

is variable but in the past how long did you see elevated volumes where you would be leaning on the chosen partner)?

Can you please provide historical AHT for all channels that will be serviced by the vendor?

No.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities Deliverables Page 2

What technology will the Department provide and what technology is expected from the vendor?

The Contractor will determine, acquire, and maintain the equipment and software necessary to

2524-02 RFP CS

FINAL

Section 2 RFP Process 2.2 Timeline Page 8

What is the expected launch date for the program?

The anticipated date to post Notice of Intent to Award is 10/22/2024.

The anticipated Contract start date is 11/4/2024.

Will these roles be remote?

The Contractor will determine resources and

Statement of Work

Section 2 Definitions letter a Page 1

Are contractors eligible for state holiday pay?

And what will it be billed at?

Are they remote WFH positions?

The Contractor will determine resources and

Attachment 3 Price Response

Are there any performance-based incentives or bonuses?

152 Attachment 3 Price Response

Is there a differential pay for bi-lingual?

No.

Attachment 3 Price Response

What is the salary range for this position?

The Contractor will determine the salary range for call center employees.

154 Attachment 3 Price Response

Will overtime be allowed?

No.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3:

Reporting Page 5

Can you clarify the expectations around call handling reports and what constitutes “standard exportable format” for the Department?

All reports must be submitted in a format that can easily be opened by the Department(i.e., .csv). See Attachment 2, Statement of Work, Section 5, Contractor Responsibilities, Deliverable 2.

Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3:

Reporting Page 5

What happens if there is a disagreement in the interpretation of performance standards?

See Attachment 1, Standard Terms and Conditions, Section 8.

2524-02 RFP CS

FINAL

Section 1 Introduction Page 4

Is there a minimum or maximum number of staff expected to be available during CAT Response events?

No.

Attachment 1 Standard Terms and Conditions

Section 6 Acceptance of Deliverables letter b Page 2

How will the Department’s Contract Manager provide feedback on deliverables, and what is the process for handling rejected deliverables?

The Deparment Contract Manager will provide ongoing communication to the Contractor. In the case of any rejected deliverables, the Contract Manager will provide written notice.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 2:

Recordkeeping, #8

Pages 3 -

Can you provide more details on the expected content and frequency of the “QA/QC” (Quality

The report dates will be mutually agreed upon by the Contractor and the Department.

Assurance/Quality Control) reports?

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3:

Reporting Page 5

What specific metrics will be used to evaluate the quality of call handling services?

Expected call handling time

- less than 9 minutes.

Expected hold time - less than 2 minutes.

Attachment 3 Price Response

Is there any flexibility in the pricing structure based on the volume of calls received?

No.

2524-02 RFP CS

FINAL

Section 1 Introduction

What are the typical causes that lead to activation of CAT Response services?

Severe weather events, especially hurricanes, that significantly increases call volume.

2524-02 RFP CS

FINAL

Section 3 Response Instructions

3.3.2 Technical

Response

Letter A - Narrative Experience and Ability #3 Page 12

Are there specific requirements for disaster recovery or failover systems beyond what is outlined in the RFP? Is there an expectation for real-time or near-real-time backup services?

There is an expectation that the Contractor has adequate backup services in place that will allow performance under the contract.

Attachment 3 Price Response

Can you provide more details on how pricing will be evaluated?

Should the pricing be structured based on the volume of calls, duration of events, or other factors?

See RFP, Section 4.3.2.

Price Response, and Attachment 3, Price Response.

Attachment 1 Standard Terms and Conditions

Are there any restrictions or guidelines regarding the use of subcontractors

There are no specific restrictions or guidelines outside of the RFP.

for call center staffing augmentation? If applicable, are minority-, woman-, or veteran-owned business preferences encouraged for subcontracting?

The State is committed to supporting its diverse business industry and population through ensuring participation by woman-, veteran-, and minority-owned business enterprises in the economic life of the State.

Attachment 2 Statement of Work

Section 5 Contractor Responsibilities

Deliverable 2:

Recordkeeping

Pages 3 -

What are the expected SLAs for call handling times, abandonment rates, and first-contact resolution during catastrophic responses?

Expected call handling time

- less than 9 minutes.

Expected hold time - less than 2 minutes.

Statement of Work

Section 5 Contractor Responsibilities

Deliverable 3:

Reporting Page 5

Could you clarify the frequency and format of the reporting required during catastrophic events? Are there specific KPIs or data points you need to track?

The nightly call report captures daily call handling information and is required daily; data is specified in the Attachment 2, Statement of Work.

Consumer call information is to be provide via a web link template and will be entered in real time.

Other reports are specified in Attachment 2, Statement of Work.

Statement of Work

Is there a preferred or required call center technology platform (e.g., IVR, multi-channel support, disaster recovery, etc.)?

If so, please provide technical specifications.

Attachment 2 Statement orelated Work

Are there specific certifications or training required for call center staff to handle insurance-related calls or provide consumer assistance?

Training materials will be provided by Department.

Attachment 2 Statement othat Work

Could you provide more details about the specific expectations for activating the call center within 48 hours? Are there any preliminary steps or check-ins that need to occur before activation?

Department expects confirmation that the Contractor is adequately staffed, trained, and ready to take calls within 48 hours notification by the Department.

Attachment 2 Statement ois the bilingual Work

Section 5 Contractor Responsibilities

Deliverable 1:

Live Call-tacking and call management Services letter g Page 2

What is the bilingual % requirement for CAT events?

The Contractor will provide bi-lingual (fluent in English and Spanish) Contractor staff to handle a minimum of five percent (5%) of the call volume with the ability to scale to up to ten percent (10%) of the call volume.

Statement og., communWork

What specific skills are required for this role (e.g., communication, problem-solving, technical skills)?

The Contractor will ensure call-takers have experience with providing insurance assistance or at least a basic knowledge of the insurance industry and terminology in order to assist consumers.

Statement o this role? Work

Is there an idea on shifts related to this role? Will you accept part-time workers?

The Contractor will determine resources and perform under the Contract.

Statement otrial Work

Does the Department expect to run trial exercises to help ensure readiness?

Department will work with the Contractor to ensure there are no impediments on the Department’s part that would affect the ability of the Contractor to perform.

B. Modifications to the RFP: Insertations to the RFP are indicated by an underscore, deletions are indicated by a strikethrough. Be advised that the following changes are also noted within the posted document titled 2425-02 RFP CS.

-Remainder of this Page is Intentionally Left Blank-

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under chapter 120, Florida Statutes.

State of Florida Department of Financial Services

Request for Proposals (RFP)

Number: 2324-02 RFP CS 2425-02 RFP CS Call Center Staff Augmentation

Procurement Officer:

Rebecca D. Hale

Government Analyst II Department of Financial Services

Office of Purchasing and Contractual Services 200 E. Gaines Street, Larson Building

Tallahassee, FL 32399-0347 Email: DFSpurchasing@myfloridacfo.com

RFP # 2324-02 RFP CS 2425-02 RFP CS

Rev. 03/14/2022

TABLE OF CONTENTS

SECTION 1. Introduction

SECTION 2. RFP Process

SECTION 3. Response Instructions

SECTION 4. Selection Methodology

SECTION 5. Award

Appendices

Letter

Name

Attachment Sub-components, If Any

To Be Completed and Returned

Attached for

Reference Only

A Standard Contract Contract Signature Page

Attachment 1, Standard Terms and Conditions

Attachment 2, Attachment 3, Price Response

Attachment 4, PUR

Attachment 5, PUR

Addendum A, Public Records Requirements

Rev. 03/14/2022

Addendum B, Data Security Requirements

Addendum C, Relevant Portions of Contractor’s Response (This document is not yet available.)

B Questions Template C Mandatory Criteria Certification Form

D Evaluator Score Sheet E Award Preferences Form F Description of Contract Disputes Form

Rev. 03/14/2022

SECTION 1. INTRODUCTION

1.1 Purpose

The Department of Financial Services (Department), through its Division of Consumer Services (Division), issues this Request for Proposals (RFP) to obtain Responses from Contractors who are able and willing to provide the services in accordance with Attachment 2 - Statement of Work (SOW). The solicitation will be administered through the Vendor Information Portal (VIP), the State internet-based vendor information system at https://vendor.myfloridamarketplace.com/. The submitted Response must comply with the terms and conditions stated in this RFP.

The Division is seeking responses from firms capable of providing Call Center Services for Catastrophic Response (CAT) as needed upon forty-eight (48) hours notice. This time frame is vital for the Division to respond to catastrophic events such as hurricanes and tropical storms (CATs).

The Contractor shall handle CAT Response calls seven (7) days a week from 8:00am – 8:00 pm (ET).

The Contractor is required to begin taking calls within 48 hours of notice and have trained staff activated to handle calls over a limited number of days or months.

The Department intends to enter into a Contract using Appendix A, Standard Contract, which is hereby incorporated by reference. The Department intends to award the Contract as provided in Section 5, Award, of this solicitation document.

1.2 Background

The Division is responsible for providing a wide variety of information and resources to educate consumers regarding numerous insurance and financial topics. The Division operates a Consumer Assistance Help Line to assist Florida consumers with insurance issues, researches the laws and regulations concerning insurance products and services in Florida and contacts regulated entities to seek resolution on behalf of the consumers.

The Division also assists Florida’s consumers through face-to-face interactions, whether at a disaster assistance site in the aftermath of a natural disaster or during an outreach effort in the local community.

Severe weather can lead to a very large increase in call volume. In the wake of Hurricane Ian, the Consumer Assistance Help Line was inundated by calls from affected citizens. The Division was minimally staffed at the time and its service to consumers suffered from delays, insufficient call center hours, and a lack of capacity to meet the demand. To ensure efficient operations if such conditions again affect Division operations, the Division is seeking to augment its customer service capabilities during catastrophic conditions.

The Division seeks Responses for the provision of live call-taking and call management services during times of peak demand when Division staff needs assistance to handle a large number of calls.

1.3 Term

The term of the Contract will be 1 year, beginning on the Effective Date. The Effective Date is the date in which the last party signs the Contract Signature Page. The Contract may be renewed, in whole or in part, for up to three (3) years in accordance with section 287.057(14), F.S. Renewal(s) will be made at the renewal pricing specified in the Contract.

1.4 Definitions