Amendment No 2

This is Addendum No. 2 to Request for Proposal (RFP) No. 98000-HCC-0000005215 issued by the Georgia Technology Authority (GTA) for Hosted Contact Center Services. The addendum, dated August 3, 2021, clarifies requirements and updates reference documentation within the procurement. Key dates include a bidders' conference as posted to the Georgia Procurement Registry, a final question submission deadline of July 27, 2021 at 12:00 PM EST, an RFP response due date of August 27, 2021 at 12:00 PM EST, and an anticipated award date of approximately October 15, 2021. GTA intends to contract with hosted contact center service providers to implement services designed to improve service delivery quality and reliability across the state enterprise and individual agencies, innovate service offerings with flexible capability to introduce services more nimbly, and ensure cost competitiveness and transparency through market-rate comparison and enterprise visibility of consumption, cost, and service provider activities.

The addendum clarifies that supplier staffing costs integral to individual solutions, including training and onboarding activities, must be included in supplier pricing submissions. The addendum also revises attachment references, including changes to Attachment 2-A Pricing Financial Provisions, Attachment 3-A Service Level Matrix, and corresponding exhibit naming conventions to Attachment 1-B SOW and Solution and Attachment 3-B Service Level Definitions. Firms submitting RFP responses must acknowledge receipt of this addendum by attaching a signed copy to their response, separate from the original RFP document signature. In the event of conflicts between previously released information and this addendum, the information contained herein controls.