January 18, 2023

NOTICE TO PROPOSERS

ADDENDUM NO. 2

The following changes and/or additions shall be made to the original Request for Proposal for a Third Party Call Center Service. Please acknowledge receipt of this addendum by signing and submitting with your proposal.

As of January 18, 2023:

The following are answers to questions submitted:

Q1. Will the initial training be on site or virtual?

A1. The initial training could be either on site or virtual depending on the overall proposal provided by the prospective vendor.

Q2. What are the current system requirements in regards to minimum specs for a system to be compatible for this project?

A2. Minimum systems requirements are not being provided at this time. It is the Utilities’ hope and expectation that prospective vendors will propose detailed solution options to the Utility for review and consideration and specify recommended system requirements from the Utility in the Vendor’s proposal.

Q3. Can you please share the current LBU Quality Assurance Program?

A3. - 2-3 call per week per agent are reviewed

- An assessment of the call is documented on a monitoring form (to be provided later)

- Any calls identified as needing a critical correction or requires improvement are immediately reviewed with an agent for quality and training refreshers

- Quarterly performance reviews.

Q4. Page 16 references assigned virtual machines, what is this referring to?

A4. Proposing Vendors are required to provide their own hardware capable of compatibility with and integration into the Long Beach Utility billing and telecommunication system via a methodology proposed by the Proposing Vendor.

Q5. Will LBU be providing equipment for the vendor?

A5. No, LBU will not be providing equipment for the vendor.

Q6. Will 100% remote work be allowed?

A6. No, Proposing Vendors will be required to provide a central workspace for the 3rd Party representatives.

Q7. What is the projected budget?

A7. No, a proposed budget is not being provided. Vendor’s should submit a detailed cost proposal for services responsive to the scope of work provided in the RFP

Q8. Does the LBU have an incumbent on this? If yes, please disclose the incumbents' names, and if possible please provide the incumbent proposals.

A8. No, Long Beach Utilities does not have an incumbent provider for these services.

Q9. To offer you competitive pricing, please share the incumbents' cost proposals.

A8. There is no incumbent vendor.

Q10.What is the estimated budget for this contract? If unknown, please provide the previous spending.

A10. An estimated budget is not being provided for this contract. No previous spending has occurred as this contract work has not previously been performed for Long Beach Utilities.

Q11. What is the current average wait time for phone calls?

A11. The desired queues to be supported by selected vendor are: payment arrangement and high bills. The current average wait time for payment arrangement is 0:07:59 and for the high bill is 0:07:51. Report time frame is January 1, 2023 through January 15, 2023.

Q12. It is our understanding that the vendor can provide services remotely (anywhere in the U.S.). Is it correct?

A12. Yes, provided that the services are centralized in a single call center. Remote locations from individual homes is not permitted.

Q13. How many call center agents are currently working with the LBU under this contract?

A13. Eleven agents respond to calls full times, 2 agents performing at the lead level respond to calls a portion of their shift.

Q14. It is our understanding that the vendors need to utilize the LBU tools to provide the services. Is it correct?

A14. Long Beach Utilities are open to proposals that enable the Proposing Vendor’s own hardware to be capable of compatibility with and integration into the Long Beach Utility billing and telecommunication system via a methodology proposed by the Proposing Vendor.

Q15. Please reconfirm the due date for this procurement?

A15. Proposal due date is Monday, January 23, 2023 at 12 P.M.

Q16. Why has this bid been released at this time?

A16. This bid was released in anticipation of increased utility call volumes in response to a proposed ending of a moratorium prohibiting shut offs for nonpayment.

Q17. When is the anticipated contract start date?

A17. Presently, the anticipated start date (post training) is late March 2023.

Q18. When is the anticipated award date?

A18. Presently, the anticipated award date is early February 2023.

Q19. 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 page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

A19. Per Section 2.11, proposal shall be submitted in two distinct parts: (1) the narrative/technical proposal and the cost proposal. Long Beach Utilities does not a require a specific format for the cost proposal. Vendors are free to submit and alternative fee structure.

Q20. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

A20. Long Beach Utilities does not have a current vendor nor has had a previous vendor for this scope of work.

Q21. Has the current contract gone full term?

A21. There is no current contract.

Q22. Have all options to extend the current contract been exercised?

A22. There is no current contract.

Q23. Who is the incumbent, and how long has the incumbent been providing the requested services?

A23. There is no incumbent.

Q24. How are fees currently being billed by any incumbent(s), by category, and at what rates?

A24. There is no incumbent.

Q25. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

A25. There is no incumbent.

Q26. Is previous experience with any specific customer information systems, phone systems, or software required?

A26. Previous experience with the Oracle CC&B v2.7 and Cisco telecommunications systems is desired.

Q27. What is the minimum required total call capacity?

A27. The minimum required will be on a daily average based on the number of calls received with assigned queues and the available agents.

Q28. What is the minimum simultaneous inbound call capacity?

A28. The minimum required will be the on a daily average based on the number of calls received within assigned queues and the available agents.

Q29. What is the maximum hold time?

A29. The desired queues to be supported by selected vendor are: payment arrangements and high bill. The max queue time for payment arrangements is 0:53:00 and for the high bill is 0:52:51. Report timeframe January 1, 2023, through January 15, 2023

Q30. What percentage of inbound calls must be answered by a live operator?

A30. Agents are to answer 100% of the calls in their queue while in a “Ready” status.

Q31. What percentage of calls must be resolved without a transfer, second call, or a return call?

A31. At a minimum, 70% of the calls should be a one-call resolution. The 30% difference is contingent on customers making a down payment to enter into a payment arrangement.

Q32. Is there a minimum or maximum number of operators and supervisors?

A32. A minimum of 5 and a maximum number of 10 operators is anticipated. Long Beach Utilities has not provided information on the number of Supervisors.

Q33. What is the required degree of dedication for the call center?

A33. It is expected that assigned 3rd Party representatives will be 100% dedicated to the call center.

Q34. What is the required degree of dedication for the operators?

A34. It is expected that assigned 3rd Party representatives will be 100% dedicated to the call center.

Q35. 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?

A35. A live operator must be the initial contact for call transferred to the 3rd Party call center.

Q36. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

A36. It is anticipated that all inbound calls be recorded. Recording of outbound calls not required. However, records of the results of the disposition of outbound calls (i.e. customer name, date, time, nature of the call, result) should be logged. All records should be maintained for the duration of the contract.

Q37. What are the recording and storage requirements for non-phone communications?

A37. Logs of all non-phone communication should be maintained (i.e. customer name, date, time, nature of the call, result).

Q38. What information is to be included in call logs?

A38. Customer name, nature of call, notation of account during the call.

Q39. What is the current number of seats for operators and supervisors at your existing call center?

A39. The 3rd Party Call Center vendor will not be utilizing the existing Long Beach Utilities Call Center.

Q40. What is the current average wait time for phone calls?

A40. The desired queues to be supported by selected vendor are: payment arrangements and high bill. The max queue time for payment arrangements is 0:53:00 and for the high bill is 0:52:51. Report time frame January 1, 2023 through January 15, 2023.

Q41. Over the past year, what is the percentage of calls received in English versus non-English?

A41. Presented: 88% English call, Handled 90% English calls.

Q42. Over the past year, what percentage of calls received were in Spanish?

A42. 10% Spanish calls.

Q43. What time of day, days of the week, or times of the year do calls typically peak?

A43. Monday’s, the 1st and 15th day of the month, and after a holiday are the busiest.

Seasonally, during the summer high water inquiries typically are received and during winter, high gas calls are heavy.

Q44. What is the prevailing Wage?

A44. Prevailing wage is not required for this service.

Q45. Will the proposal deadline be extended past January 23,2023, to accommodate the changes of the pending receipt of the Quality Control documents?

A45. The proposal deadline my be extended past January 23, 2023.

Q46. Selected Vendor shall effectively schedule its staff to provide phone coverage during the LB Utilities normal scheduled break and lunch times. Can you provide a schedule of the lunch/break windows? How many agents stop working at the same time?

A46. 50%/50% or 60%/40% staff members are split for break and lunch depending on staff availability.

START TIME AM BREAK LUNCH PM BREAK END SHIFT

7:30 AM 9:30 11:30 AM 2:30 4:30

7:30 AM 10:00 1:00 PM 3:00 4:30

Q47. Selected Vendor shall report on call activity on a daily/weekly/monthly/quarterly basis or as requested by LBU staff. Real time online dashboard preferred.

Was under the assumption that all the call data will reside in LBU’s VDI environment. Is that accurate? If yes, then the data above the selected vender is being asked to provide is related to staffing hours they expend working the contract? Correct?

A47. Long Beach Utilities is open to alternative 3rd party call center environment proposals.

The existing Long Beach in-house environment does provide for reporting on a daily, weekly, monthly, quarterly basis.

Q48. Regarding the software that the agents will need to make inbound, outbound calls, and necessary account updates, will this all be pre-configured by the LBU technology department on VDIs that will be assigned to the selected vendors agents?

A48. Long Beach Utilities is open to alternative 3rd party call center environment integration and connectivity proposals. Once an integration approach is agreed upon, the Long Beach Technology and Innovation Department will assist with the configuration.

Q49. Can the City provide an example of a call QA assessment being used currently to assess calls and agent call quality? We want to make sure we understand the expectations and plan correctly to … “… maintain Quality Assurance standards consistent with LBU QA expectations …

A49. - 2-3 call per week per agent are reviewed

- An assessment of the call is documented on a monitoring form (to be provided later)

- Any calls identified as needing a critical correction or requires improvement are

Q50. Selected Vendor staff is expected to complete LBU computer and security policy related documents.

Please provide an estimate of the amount of time it typically takes a new hire to complete this information security training.

A50. The time estimates to complete this requirement is minimal.

Q51. Are subcontractor’s employees and temporary employees hired or engaged for the purpose of performing services to the City considered a “regular employee of the Contractor”?

A51. Yes, so long as they meet the required computer and security policy related requirements.

Q52. Will the agents be located at the vendor’s call center or LBU call center?

A52. No.

Q53. Will the agent’s login to the LBU call routing system, or the vendor’s system?

A53. This will be determined based on the vendor’s proposed solution.

Q54. Of the estimated inbound/outbound calls what is the ratio for both?

A54. This ration will be based on the number of arrearages present at the time of the commencement of work.

Q55. Are voice mail messages left for outbound calls not answered?

A55. Yes.

Q56. Are our agents logging into your system via Cisco UCCX 12.5.1., Jabber, and soft phone feature via Cisco Finesse. If yes, what access to reports will you have and what access will the vendor have?

A56. Long Beach Utilities are open to alternative integration proposal. Should access to the Long Beach system be agreed upon, report access will be determined at that time.

Q57. Are we able to export reports to excel?

A57. This will be determined based on the approach presented to and agree upon by Long Beach Utilities.

Q58. Who develops the reports and report calculations?

A58. Long Beach Utilities Call Center management develops reports and utilizes report data.

Q59. Is your busiest day Monday and what percentage of calls are arriving on the busiest day?

A59. Call volume generally increase 2-8% on Mondays.

Q60. If we are using your Cisco system, is there an upfront IVR script for callers to choose Spanish as their language?

A60. Yes.

Q61. If we are using the vendor system are the upfront IVR messaging / scripts, in English and Spanish?

A61. Yes, the IVR options needs to be presented in English, Spanish.

Q62. Can a Language Line be used for a portion of the calls that request language other than English?

A62. Yes, Long Beach Utilities is open to the option.

Q63. What data is considered to be summary and detailed call center performance reporting?

A63. Long Beach Utilities is primarily interested in the number of payments, payment plans, assistance programs and other successful call result reporting.

Q64. How frequently will the reports be needed?

A64. Report and typically needed on a weekly basis, however daily reports may be required.

Q65. Is the time spent training invoiced to LBU or paid by the vendor?

A65. Long Beach Utilities is open to proposals which invoice Long Beach Utilities for training.

Q66. What are LBU’s quality assurance standards and expectation?

A66. - 2-3 call per week per agent are reviewed

- An assessment of the call is documented on a monitoring form (to be provided later)

- Any calls identified as needing a critical correction or requires improvement are

Q67. What is the expected amount of time it will take to train the trainer, and time expected to train the agents? Can training be online via Teams or is in person required?

A67. A two- to three-week training period is anticipated for both trainers and agents. The initial training could be either on site or virtual depending on the overall proposal provided by the prospective vendor.

Q68. Will prompt options be used to direct callers to a webpage or any option other than a live agent?

A68. The use of prompt options would be considered.

Q69. Will agents need separate skills/workgroup for inbound and outbound calls?

A69. Agents should be trained to work both inbound and outbound calls.

Q70. Will voicemail be left for unanswered outbound calls?

A70. Yes.

Q71. Can outbound calls be made on certain days or time of day to meet staffing?

A71. Yes. Provided that the outbound calls are timed to maximize direct customer contact.

Q72. Can you please provide the estimated total number of households in arrears?

A72. Approximately 13,000 at this time.

Q73. Are utilities disconnect notice or autodialer campaigns scheduled?

A73. Yes.

Q74. Are utility bills/notices sent certain weeks in the month?

A74. Utility bills/notices are sent to all customer in 21 billing cycles throughout the month

Q75. Does Long Beach Utilities intend to have the call center closed on holidays or should the respond plan to provide holiday pay and remain open?

A75. The Long Beach Utilities Call Center is closed on eleven calendar year holidays.

Contracted agents will also be closed on these holidays. A listing of these holidays will be provided at a later date.

Q76. Are Service Level and Ans Rate measured by interval, day or week?

A76. SLA and ANS rates are measured by day.

Q77. Will the respondent be allowed to use part time staff if calls decrease throughout the week?

A77. Long Beach Utilities will consider and evaluate a part time staffing proposal.

Q78. Page 10, G. Staffing and Key Personnel. Will LBU please confirm that they have no minimum qualification requirements for key personnel and that they are expecting vendors to develop the right mix staffing plan and propose key personnel with qualifications that they deem necessary to complete the tasks?

A78. Long Beach Utilities confirms that it has not provided any minimum qualification requirements and relies on the Prospective Vendors to provide any necessary info related to their firm and key personnel in order to demonstrate that the Vendor, or its principals, has been an established provider of a call center.

Q79. Page 13, Support of these calls shall be in English and Spanish. What is the expected percentage of calls that require Spanish support?

A79. Approximately 10%

Q80. Page 13, Support of these calls shall be in English and Spanish. Can LBU confirm that there will be no other languages required under this contract? If so, please provide the percentage of calls for those languages?

A80. Long Beach Utilities confirms that no other languages are required under this contract.

It is anticipated the Vendors will contact the Long Beach Utilities call center to request a translator.

Q81. Page 13, Description of Services. Is the vendor making these calls in the name of LBU Department of Water and Power? Are there any licenses required for vendor to support LBU in this work?

A81. Vendor is making these calls on behalf of Long Beach Utilities (Water, Gas, Sewer and Refuse). No specialized licenses are required for vendor to support LBU in this work.

Q82. Page 13, Description of Services. Will LBU clarify whether or not they will require vendors to support surge price increase calls?

A82. A decision has not yet been made as to whether Long Beach Utilities will require vendors to support surge price increase calls. Should such a determination be made, Long Beach Utilities will post an addendum to the contract.

Q83. Page 13, 4.3 Selected vendor shall be based onshore in the United States. Will selected vendor be able to utilize Work At Home agents?

A83. Selected vendor shall not be able to utilize work at home agents.

Q84. Page 15, Selected vendor is responsible for recruiting and training qualified staff.

Invoicing shall begin once hired staff begin to handle LBU customer calls. If the program is terminated by LBU or completed before the initial 6-month term, will LBU reimburse vendor on a pro rata basis for the training costs incurred?

A84. It is not anticipated that the program will be terminated prior to a six-month term.

However, should early termination be utilized, Long Beach Utilities is open to proposal featuring an early termination cost recovery charge.

Q85. Page 15, Selected vendor is responsible for recruiting and training qualified staff.

Invoicing shall begin once hired staff begin to handle LBU customer calls. Will LBU consider pricing training separately on an hourly basis?

A85. Long Beach Utilities is open to proposals which invoice Long Beach Utilities for training.

Q86. Page 16, Existing Technical Environment. Has LBU finalized it connectivity strategies for call routing? If so, will this be web-based or VPN?

A86. Long Beach Utilities has not finalized its connectivity strategies for call routing. Long Beach Utilities is open to proposals that enable the Proposing Vendor’s own hardware to be capable of compatibility with and integration into the Long Beach Utility billing and telecommunication system via a methodology proposed by the Proposing Vendor.

Q87. Page 20, Subconsultant/ Subcontractor. If a vendor utilizes another "wholly-owned" company from the same parent, do we need to list them as a subcontractor?

A87. Yes, Utilization of another subsidiary of a parent company should be defined in the proposal.

Q88. Page 20, Subconsultant/ Subcontractor. Has LB determined is a MBE or WBE status will enhance the response?

A88. Business MBE and WBE status are provided preferential consideration.

Q89. Page 27. Can LBU clarify whether the Contract Type is going to be Fixed Price or can vendors propose an hourly billing type?

A89. Long Beach Utilities is open to consider both fixed price, hourly or other billing methodologies.

Q90. Page 28 The cost proposal shall include and specify the Proposer’s labor, indirect costs, and any subconsultant/ subcontractor costs. The Cost Proposal shall relate in such a way that LBU can understand the hours, costs, and work associated with each team member. Normally contract's don't require a breakdown of Labor and Indirect costs unless it is a Cost Plus Type of Contract arrangement. What is the purpose of requesting Cost Structure details from Contractors?

A90. Such a breakdown provides Long Beach Utilities with a better understanding of the overall billing structure.

Q91. Page 32, Compliance with Davis-Bacon Act. Normally the David Bacon Act is applicable to construction Contracts. Can LBU clarify if this applicable to this Contact Center Contract? If so, are vendors required to comply with both the California Prevailing Wages and the Davis Bacon Act?

A91. Standard language for LBU. Can ignore if not applicable.

Q92. Page 35, If the California minimum wage is increased in the future to an amount above that shown in the prevailing wage determination, the basic hourly rate in that determination automatically increases to the new minimum wage. As the basic hourly rate increases during the performance of the contract, will vendors be allowed to submit adjustments to the price to recover the impact of the increases due to changes in prevailing wages or increase to the minimum pay of the State of California?

A92. It is not anticipated that prevailing wage applies to this proposed contract. Should an applicable prevailing wage base increase, Long Beach Utilities will consider a change order increase coverage of applicable required wage increases.

Q93. Page 35, For vendors performing work outside the State of California, is the requirement that employees are paid at a minimum $15.50 per hour as required by the State of California?

A93. No.

Q94. Page 35, California Wage Requirements. Can LBU clarify what holidays are required to be paid by vendors performing work outside the State of California?

A94. Long Beach Utilities observes 11 holidays during the calendar year. Long Beach Utilities is open to discussion as to whether payment for these holidays is applicable to out of office or out of state vendors.

Q95. What is the target award date for this program?

A95. Presently, the anticipated award date is early February 2023.

Q96. Page 12, 4.3 Selected Vendor shall be support inbound and outbound customer calls. Will the outbound calls be made using a dialer provided by LBU? If not, how will the vendor be expected to make these calls?

A96. Long Beach Utilities is open to alternative 3rd party call center environment integration and connectivity proposals for both inbound and outbound calls. Once an integration approach is agreed upon, the Long Beach Technology and Innovation Department will assist with the configuration.

Q97. Page 13, 4.4.1 Average Handle Time (AHT) is 6 minutes, 41 seconds (0:06:41). This included After Call Work average of 30 seconds (0:00:30). What are the SLAs associated with outbound calls?

A97.

- The nature of the outbound call is estimated to take 1 to 4 minutes depending on the disposition

- No answer. Result in leaving a message regarding the purpose (20 seconds to 1 minute)

- Call Answered, explain to customer the purpose of the call. Customer limits the time to provide information without further action or soliciting solution options (1 – 2 minutes)

- Call answered, explain to customer the purpose of the call. Customer welcomes information and solicits/accepts solution options (2-4 minutes)

Q98. Page 13, 4.4.1 Schedule Adherence goal of 90% or greater. Who will manage the production of schedules for agents?

A98. Prospective vendors shall manage the production schedule for its agents.

Q99. Page 14, 4.4.3 It is anticipated that the Selected Vendor training shall be completed within a 2–3-week period. What is the current length of training for LBU call center agents?

A99. Long Beach Utilities full time utilized are required to complete a full service training program of 6-8 weeks.

Q100. Page 12, 4.1 Vendor is expected to provide summary and detailed call center performance reporting. Will the vendor have access to reporting tools within LBU's system or the opportunity to integrate with the system to extract key data for reporting?

A100. Long Beach Utilities is open to alternative 3rd party call center reporting proposals. The existing Long Beach in-house environment does provide for reporting on a daily, weekly, monthly, quarterly basis.

Q101. Can you provide any call arrival patterns (daily, weekly, monthly)?

A101. Call peak on Mondays after holidays, on the 1st and 15th day of the month and seasonal.

Q102. Will you need additional language support beyond English?

- If so, what languages are required?

A102. English and Spanish. Long Beach Utilities confirms that no other languages are required under this contract. It is anticipated the Vendors will contact the Long Beach Utilities call center to request a translator.

Q103. How long/many hours is your current training?

A103. Long Beach Utilities does not have a current contract.

Please take a moment to review these changes when developing your bid.

Prepared By: Armando Arzate Date: 18-Jan-23

Acknowledged By: Date:

Firm of: _______________________________________