Addendum 2 Q A ~1.pdf

City of Long Beach

Department of Financial Management Purchasing Division 411 W Ocean Blvd. 6th floor, Long Beach, California 90802 p 562.570.6200

December 29, 2022

NOTICE TO PROPOSERS

ADDENDUM NO. 2: Q & A

RFP No. TI-23-206 TID Help Desk Support

This addendum changes and supersedes the language in the original RFP. Please acknowledge receipt of this addendum by signing and submitting with your proposals. Any proposer who fails to submit this addendum may be disqualified.

The City would like to issue an Addendum to provide the following:

Questions and answers as follows:

Q1: Will COLB be replacing ServiceNow?

A1: No, we will not be replacing ServiceNow.

Q2: How many agent licenses would you be looking to utilize within this new tool as well?

A2: There are normally up to 4 agents working at the same time but we have around

10 people who login at one time or another. We would likely need around 10 agent licenses.

Q3: The proposal request states that you do not offer financial compensation during the 6 month trial.

a.Is this related to services, subscription, support, or all the above?

b.Are you willing to pay for the platform subscriptions during the trial period?

c.Are you willing to pay telco usage during the trial??

A3:

a. All of the above

b. No

c. No

Addendum #2 – RFP No. TI-23-206

Q4: What is the anticipated monthly call volume for help desk?

A4: The monthly call volume averages 1,775 per month. However, it could be anywhere between 1,600 and 2,400 in a single month.

Q5: What is the average handle time currently?

A5: The average handle time for last year was 5 minutes and 27 seconds per call.

Q6: How many agents will be on the platform taking calls?

A6: Usually there are no more than 4 agents taking calls at a time.

Q7: Do you anticipate needing to handle other interaction types (email, SMS, chat, etc.)?

A7: We do not anticipate handling other types of interactions such as email, SMS, chat, etc.

Q8: Do you require integration with Service Now (for screen pop, call logging, etc.)

A8: Our current solution is not integrated with Service Now so it is not required.

However, a solution that does integrate with Service Now would be preferred.

Q9: When calling the help desk, what is the current experience for the caller? Do you transfer directly to queue, provide a menu to select from or something else?

A9: When a caller calls the Help Desk, there is a recording that welcomes them and provides a menu to route the calls to around 4 different extensions.

Q10: Is there just one call flow to build on the new platform?

A10: The flow during normal business hours would go directly to agents. After hours, the calls would be directed to the Data Center which is staffed 24/7. If the Data Center staff do not answer, then the person can leave a voice mail. The call flow is pretty basic.

Q11: Is the intention for surveys to be voice or digital?

A11: Either would be acceptable.

Q12: What contact center platform are you currently using?

A12: Cisco Finesse v11.6(2) in conjunction with Cisco Jabber Version 14.0.4.56553 Build 306553

Q13: Are there any requirements for call or screen recording?

A13: We do require recordings of all calls into the call center.

Q14: What languages need to be supported?

A14: English only

Q15: Do you have an existing relationship with a carrier and if so, how long is your carrier contract?

A15: Our carrier is Frontier. We don’t intend on changing carriers as part of this pilot.

Q16: Please describe in more detail any requirements around knowledge management.

Is this all done within Service Now and do agents lookup knowledge articles manually while on an interaction with a caller?

A16: Agents either look in Service Now for an article or look at a network file share for documentation. We are currently in the process of moving individual documents from a shared folder into articles in Service Now. Also, we don’t have documentation for everything so the goal is to identify gaps so that knowledgebase articles can be created to cover those gaps.

Q17: Can the proposed QA software be an existing one or does it have to be specifically developed for the City?

A17: It can be either an existing software or one developed for the City.

Q18: If the City allows the use of an existing QA software, must the software be owned by the proposing vendor or can it be from a third party? Are there any requirements?

A18: It could be from a third party if the proposing vendor has the proper licensing to utilize the third party software.

Q19: The RFP mentions Service Now. Does the proposed QA software need to allow for an integration with this Help Desk platform?

A19: It is not required that the QA software integrate with Service Now but a solution that does integrate with Service Now would be preferred.

Q20: Does the proposed QA software need to allow for integrations with any other platform or website? If yes, which one(s)?

A20: Our current help desk ticketing system is Service Now. Integration with Service

Now is not required but a solution that integrates with Service Now would be preferred since Service Now will continue to be our ticketing system. Our current call center utilizes Cisco Finesse in conjunction with Cisco Jabber. The proposed solution could integrate with these solutions or replace them entirely.

Q21: How many calls will be evaluated per agent, and how frequently? Example: (a minimum of 3 per agent, per day)

A21: There isn’t a specific minimum requirement. However, the solution ideally will allow us to use some kind of smart technology to automate the evaluation of calls to identify gaps in knowledge of the call center agents and/or callers. It would not be ideal to have to listen to each call because we can currently do that but it is too time and labor intensive.

Q22: The second metric under section 1.5.1 Performance Metrics mentions surveys on satisfaction rating. Does the City currently have (or use) a survey recording system with its Help Desk calls or does such need to be provided in the proposed solution?

A22: The City does not have a survey system tied to the call center. We do have surveys tied to the Service Now tickets but it doesn’t specifically give input on the call interaction. A survey mechanism should be included in the proposed solution.

Q23: The ’Narrative Proposal’ under section 3.2 ‘Proposal Content’ of the RFP document states “(…) Responses to each question should be no longer than 200 words.. (…)” While the questions are provided in the proposal template included in the RFP document, we could not find an attachment of an editable version of this proposal template (by itself)? Should we just use a document of our own, that matches this template?

A23: The editable attachments were added to the downloadable files.

Q24: The ’Narrative Proposal’ under section 3.2 ‘Proposal Content’ of the RFP document states “(…). Guidance on preparing a Narrative Proposal is detailed in Section 4.3 3.3.” However, there is no section 3.3 and section 4.3 Contract Terms & Conditions only elaborates the legal, insurance and other requirements of this nature. Nothing on the narrative. Can you please provide the guidance mentioned as a response to this question?

A24: There is a section 3.3 with Narrative Proposal, please read the document.

Q25: The `Mandatory Attachments’ section of the Proposal Content in section 3.2 mentions two (2) documents. While the documents are provided in the RFP document, they do not appear to be available as separate downloadable attachments. Are we to use the ones in the RFP document?

A25: Yes, you were to use the ones from the RFP, however, I attached these documents separately.

Q26: Is the City looking for a new contact center solution or add-on features that enhance the existing TID Help Desk Call center and the integrated ServiceNow Service Management System?

A26: We are open to a new contact center solution or an add-on feature to the current system which is Cisco Finesse v11.6(2) in conjunction with Cisco Jabber Version

14.0.4.56553 Build 306553. Currently our system does not integrate with Service Now but we would like an integration if possible either with a new system or an add-on.

Q27: How many concurrent agents does the City utilize on the existing contact center platform?

A27: There are up to 4 agents working at one time. However, there are about 10 people who are able to login as agents.

Q28: What contact center platform does the City use today?

A28: Cisco Finesse v11.6(2) in conjunction with Cisco Jabber Version 14.0.4.56553 Build 306553

Q29: Does the City use Call Recording on its existing contact center platform?

A29: Yes, the City does use call recording on its existing contact center platform.

Q30: Will the City extend the due date from Feb 10 to Feb 17?

A30: No

Q 31: Is it mandatory to have business license prior to the award of the contract?

A 31: Business license is not required at time of submittal. The awardee will need to obtain a business license prior to contract execution.

Q 32: Is the City intending for pilot programs to be offered at no cost during the pilot period?

A 33: The selected vendor is expected to provide services at no cost during the proof of concept (POC) period which can go up to six (6) months.

Q 34: Is the City looking for an existing digital product or is it possible to evaluate the proposed solution from scratch?

A 35: The City is looking for existing and proven off-the-shelter products to avoid re-inventing the wheel with standard and minimal customizations. Smart City Challenge program services are intended to last up to 6 months, proposers need to take the program’s timeline into consideration.

Q 35: If you have a solution that fits into more than one product, how does the City want that referenced?

A 36: You can present your solution and explain why more than one product is proposed for the solution. If you are interested in multiple challenges, submit proposals separately.

Q 36: Is budget already allocated after the pilot period?

A 37: The decision to sustain or scale a project requires mutual agreement between the

City and the Awarded Contractor, and is conditional on factors such as pricing, funding availability, contracting considerations, City need, City Council authorization and market conditions.

Q 38: Is there an RFP afterwards?

A 38: The City reserves the right to sustain or scale the project by issuing a new solicitation.

Q 39: During the Proof of Concept (POC), can there be a restriction of users during the pilot period?

A 39: Yes, be intentional in the explanation why this course of action is best suited to measure success.

Q 40: How many pilots convert to paid contracts?

A 40: Annually, 1-2 pilots are sustained or scaled.

Q 41: Could you repeat the evaluation dates again?

A 41: February 16 – March 1, 2023.

Q 42: Will this recording be shared out?

A 42: Yes, this recording will be shared via an addendum in Long Beach Buys.

Q 43: Can our proposals be in word format?

A 43: All proposals need to be submitted in PDF form.

Q 44: Can you talk more about the qualifiers of the company-innovators? Do they need to be based in California? The United States? What are the specific qualifiers of the proposers?

A 44: All proposals will be evaluated based on the evaluation criteria. Specific evaluation criteria and how the proposal’s will be reviewed can be found in the Request for Proposal, geography is not part of the evaluation criteria.

Q 45: Did I hear correctly that each response in narrative section should be kept to 200 words?

A 45: The Narrative Proposal should provide a straightforward, concise delineation of capabilities to satisfy the Request for Proposal. Responses to each question should be no longer than 200 words.

Q 46: Is there a preference being given to local submitters or to small businesses?

A 46: All proposals will be evaluated based on the evaluation criteria, there is no specific quota or points given for a local or small business.

Q 47: Can work be performed remotely?

A 47: Yes.

Q 48: Do you need a statement of work?

A 48: No statement of work needed; the City will review the narrative proposal that answers the questions in the Request for Proposal.

Q 49: Can you elaborate on the references requested? Do they need to be local?

A 49: The City is looking to verify professional viability of the organization, references do not need to be local.

Q 50: How much weight do you place on past performance with government entities, specifically in California?

A 50: All proposals will be evaluated based on the evaluation criteria.

Q 51: Where can I find the narrative template?

A 51: The narrative template can be found in Section 3.3 of the Request for Proposal

(RFP).

Q 52: Will services required to build/configure pilot be recoverable if purchased after 6-month pilot?

A 52: The City will have more clarity at the conclusion of the pilot program.

Q 53: Where can I find the Equal Benefits Ordinance form that is mandatory?

A 53: This form can be downloaded from Long Beach Buys.

PREPARED BY: Ahmed Ali, Buyer I

ACKNOWLEDGED BY: __________________________________________________

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