Amendment 5.docx

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State of South Carolina Request for Proposal Amendment #5 Solicitation: Amendment Issued: Procurement Officer:

Phone: E-Mail Address: Mailing Address:

5400020111 5400022076 05/17/2022

KATHY SANTANDREU 803-896-5304

ksantandreu@mmo.sc.gov SFAA, Div. of Procurement Services, MMO PO Box 101103 Columbia SC 29211

DESCRIPTION: Electronic Benefit Transfer (EBT)

USING GOVERNMENTAL UNIT: Department of Social Services

SUBMIT YOUR OFFER ON-LINE AT THE FOLLOWING URL: http://www.procurement.sc.gov

SUBMIT OFFER BY (Opening Date/Time): 04/15/2022 05/26/2022 06/03/2022 11:00 AM ET (See "Deadline for Submission of Offer" provision)

QUESTIONS MUST BE RECEIVED BY: 03/11/2022 11:00 AM ET 5/12/2022 5:00 PM (See "Questions from Offerors" provision)

NUMBER OF COPIES TO BE SUBMITTED: see page 3

CONFERENCE TYPE: n/a

DATE & TIME:

(As appropriate, see "Conferences - Pre-Bid/Proposal" & "Site Visit" provisions)

LOCATION:

You must submit a signed copy of this form with Your Offer. By signing, you agree to be bound by the terms of the Solicitation. You agree to hold Your Offer open for a minimum of 120 calendar days after the Opening Date. (See "Signing Your Offer" provision.)

NAME OF OFFEROR

(full legal name of business submitting the offer AS IT APPEARS ON TAX CERTIFICATE) Any award issued will be issued to, and the contract will be formed with, the entity identified as the Offeror. The entity named as the offeror must be a single and distinct legal entity. Do not use the name of a branch office or a division of a larger entity if the branch or division is not a separate legal entity, i.e., a separate corporation, partnership, sole proprietorship, etc.

AUTHORIZED SIGNATURE

(Person must be authorized to submit binding* offer to contract on behalf of Offeror.)

DATE SIGNED

TITLE

(business title of person signing above)

STATE VENDOR NO.

(Register to Obtain S.C. Vendor No. at www.procurement.sc.gov)

PRINTED NAME

(printed name of person signing above)

STATE OF INCORPORATION

(If you are a corporation, identify the state of incorporation.)

OFFEROR'S TYPE OF ENTITY: (Check one) (See "Signing Your Offer" provision.)

Sole Proprietorship Partnership Other

Corporate entity (not tax-exempt) Corporation (tax-exempt) Government entity (federal, state, or local)

COVER PAGE - ON-LINE ONLY (MAR. 2015)

*there is no separate contract to sign. Once this page is signed and your proposal is submitted, it is a binding Offer

PAGE TWO

(Return Page Two with Your Offer) HOME OFFICE ADDRESS (Address for offeror's home office / principal place of business)

NOTICE ADDRESS (Address to which all procurement and contract related notices should be sent.) (See "Notice" clause)

Area Code - Number - Extension Facsimile

E-mail Address

PAYMENT ADDRESS (Address to which payments will be sent.) (See "Payment" clause)

ACKNOWLEDGMENT OF AMENDMENTS – this page, of this document, is where you will acknowledge all amendments.

Offerors acknowledges receipt of amendments by indicating amendment number and its date of issue. (See "Amendments to Solicitation" Provision)

DISCOUNT FOR PROMPT PAYMENT

(See "Discount for Prompt Payment" clause)

PREFERENCES - A NOTICE TO VENDORS (SEP. 2009): PREFERENCES DO NOT APPLY

PREFERENCES - ADDRESS AND PHONE OF IN-STATE OFFICE: PREFERENCES DO NOT APPLY

In-State Office Address same as Home Office Address In-State Office Address same as Notice Address (check only one)

AMENDMENTS TO SOLICITATION (MODIFIED):

(a) The Solicitation may be amended at any time prior to opening. All actual and prospective Offerors should monitor the following web site for the issuance of Amendments: www.procurement.sc.gov(b) Offerors shall acknowledge receipt of any amendment to this solicitation by identifying the amendment number and date in the space provided for this purpose on Page Two and returning with solicitation response (c) If this solicitation is amended, then all terms and conditions which are not modified remain unchanged.

QUESTIONS FROM OFFERORS - AMENDMENT (REVISED)

The solicitation is amended as provided herein. Information or changes resulting from questions will be shown in a question-and-answer format. All questions received have been reprinted below. The “state’s response” should be read without reference to the questions. The questions are included solely to provide a cross-reference to the potential Offeror that submitted the question. Questions do not form a part of the contract; the “state’s response” does.

Vendor Questions with Answers:

1. The “Submitting Redacted Offers (MAR 2015)” section on page 107 of the RFP states if offers include confidential information, it is to be submitted in accordance with a clause titled “Submitting Confidential Information”. In addition, the Offeror Checklist on RFP page 170 also instructs Offerors to comply with the instructions contained in the “Submitting Confidential Information” section. However, no such clause exists in the RFP.

Could you provide the specific instructions Offerors are to follow in submitting redacted versions on offers that contain confidential and/or trade secret information?

State’s Response:

“SUBMITTING CONFIDENTIAL INFORMATION (FEB 2015)” [02-2A125-2] and SUBMITTING REDACTED OFFERS (MAR 2015) [04-4030-2] were both replaced by “DISCLOSURE OF YOUR BID / PROPOSAL AND SUBMITTING CONFIDENTIAL DATA (FEB 2021)” [02-2A125-3].

2. RFP Section III. Scope of Work/Specifications, SNAP Requirements (Specifications), #53 Service Requirements (Standards) includes the following requirement. To be more inline with call center industry standards, would the State consider modifying this requirement to state 85% of all calls for Customer Service Representatives (CSR) answered within 2 minutes?

Customer Service Help Desks

a) 95% of all calls answered within 4 rings, measured over a 3-month period. (4 rings are defined as 25 seconds.)

b) 97% of all calls for Customer Service Representatives (CSR) answered within 2 minutes, measured over a three-month period.

a) Failure to answer 95% of all calls within 4 rings, measured over a 3- month period.

b) Failure to answer 97% of all calls for CSR within 2 minutes, measured over a 3-month period.

State’s Response:

No, the state is not be willing to modify the requirement. This is our current performance standard and we have seen no evidence to suggest that it is too stringent.

All other terms, condition, bidding instruction, and specifications remain unchanged. If there are any question or if any confusion or uncertainty arises as a result of this amendment, it is the sole responsibility of the Offeror to contact the procurement officer for clarification. Contact information can be found in the top right-hand corner of the cover page of this amendment reference the “Duty to Inquire” in the original Request for Proposal (RFP).

END OF AMENDMENT FIVE

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