Attachment #1 Required Bidder Responses.xlsx
XLSX spreadsheet 18 KB Posted
- Solicitation number
- 121962 O3
- Issued by
- Douglas County, Nebraska
About this file
Attachment #1 Required Bidder Responses.xlsx is a procurement document from the Nebraska Department of Labor (NDOL) soliciting a call center support contract for Unemployment Insurance services. The RFP requires a vendor to manage approximately 71,000 annual calls, including 5,000 non-English speaking inquiries, with services to be provided from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding state holidays. The contract will run for an initial one-year term with options to renew for four additional one-year periods. Proposals were due by June 27, 2025, at 2:00 PM Central Time, with an anticipated contract award date of September 10, 2025. The selected vendor must operate an onshore call center from a secure, dedicated U.S. office and meet specific performance standards, including maintaining an Average Speed to Answer of 3 minutes, Average Handle Time of 10 minutes, and a Customer Satisfaction Score of 85% or greater.
The RFP does not specify explicit budget ranges or set-aside designations for disadvantaged enterprises. The contractor must provide a comprehensive solution including a Customer Relationship Management (CRM) system, multilingual support (with at least 10% of agents fluent in English and Spanish), and integration with NDOL's existing systems. Key requirements include maintaining secure workspaces, creating and storing call recordings for 30 days, providing real-time dashboards with comprehensive reporting capabilities, and demonstrating the ability to adjust staffing and resources to meet fluctuating demand. The vendor must handle callbacks, maintain detailed call records, and be prepared to manage increased call volumes, particularly after state holidays. The cost proposal must cover labor, employee benefits, statutory employment costs, and direct operational expenses, with the expectation of a turnkey solution that includes trained staff, dedicated workspace, and telephony equipment.
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Instructions
| Instructions |
| Bidder must complete the following tabs. |
| The Minimal Requirements tab consists of yes/no questions. Bidder shall reply Yes or No in column C confirming if the bidder is able to meet requirements. Column A references the origin of the requirement in Section V. of the RFP. |
| The Required Response tab has a field with questions and spaces provided for bidder responses. Please be sure to address mandatory requirements referenced next to the questions in response. |
Minimal Requirements
| Bidder will indicate yes or no that bidder is able to meet Mandatory Minimum Requirements. | |||
| RFP Section V Project Description and Scope of work | Mandatory Requirement | Bidder Respond: Yes or No | |
| A. PROJECT OVERVIEW | |||
| Additionally, the day following State holidays sees a significant increase in calls, which the vendor shall be prepared to manage effectively. | |||
| Callbacks shall be scheduled and tracked accurately, ensuring all necessary claimant information is captured and reported. | |||
| Given the high volume and fluctuating demand, the vendor shall operate an onshore call center from a secure, dedicated office within the United States. | |||
| The vendor shall ensure sufficient levels and resource allocation to maintain service levels during peak times and manage increased call volumes after State holidays. | |||
| B. | BUSINESS REQUIREMENTS: General Operational Requirements | ||
| 1.a. | 1. | Contractor Location and Eligibility | |
| a. | The Contractor shall be based and operate within the United States. |
3.a vi vi. Contractor shall provide an (800) number for routing of calls. Contractor shall also be able to work with an existing (800) number.
| 3.a vii | vii. | Contractor shall ensure all agents are supplied with telephony software, telephony equipment, computer equipment and software, including customer relationship software and all network infrastructure to provide the service. | |
| 4.a 4.b | 4. | Service Hours | |
| a. | Contractor shall provide inbound call services for NDOL UI claimants from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding State holidays as defined by state law. | ||
| b. | Any adjustments to service days or hours shall be mutually agreed upon in writing. | ||
| B. | BUSINESS REQUIREMENTS: Call Center Service Requirements | ||
| 1.b | b. | Contractor will integrate their system with NDOL’s phone system. |
| 1.c | c. | Contractor shall develop call scripts. All scripts shall be approved by the State before being used by the contractor. | |
| 2.a | 2. | Data Entry Services | |
| a. | Contractor shall input the name, address, claim number, phone number, mother’s maiden name, at a minimum into the contractors CRM as well as the NEworks | ||
| 5.a ii, iii | ii. | Contractor shall assign a dedicated contact who will serve as the primary point of contact for all program-related matters. This contact should have experience in managing call center operations, preferably in the government or public sector. | |
| iii. | Contractor shall have a direct supervisor and quality assurance analyst onsite during service hours. | ||
| C. | SCOPE OF WORK | ||
| 3.A.x | x. | Contractor shall develop and implement an after-call survey. The survey shall be approved by the state before first utilization. Survey results will be provided to NDOL. | |
| 3.B.i | i. | Contractor shall provide and utilize a CRM system to document claimant information. | |
| 3.C. iii | iii. Callback details shall include the caller’s name, phone number, last four (4) of their social security number, the reason for the call (disposition), a summary of the issue, and, if applicable, the scheduled callback time. | ||
| 3.C. v. | v. | Callback resolution shall be tracked to ensure that NDOL Staff follows up promptly and effectively addresses customer inquiries | |
| 3. F.iii. | Established performance standards for call center services that shall be maintained throughout the term of the contract to provide acceptable customer service and satisfy the scope of work under the contract. | ||
| 3. G iii. | iii. | Contractor shall be available to meet in person with NDOL representatives on an as-needed basis for such situations as periodic updates and changes in unemployment insurance laws, rules, and claim processes. | |
| 3. H. i | Agency shall be entitled to “on site” as well as “on-line” monitoring of call center specialists and call center operations. | ||
| 3. H. ii | Contractor shall allow NDOL representatives to visit and observe the call center operation as needed. |
Required Responses
| RFP Section V Project Description and Scope of work | Mandatory Requirement | See also | Question | Bidder response | |
| B. | BUSINESS REQUIREMENTS: General Operational Requirements | ||||
| 1.b. | b. | Contractor shall ensure that agents have a secure and dedicated workspace that prevents unauthorized access to claimant data. | Describe your site security and how you will maintain security. Both physical and technological security. Describe your experience handling Personal Protected Information (PPI) and sensitive information. Describe how you will ensure that any data resulting from services provided is properly secured according to the requirements in this RFP and is not used, accessed, or disseminated by any manor for any reason not authorized by NDOL. | ||
| 2.a | 2. | Legal Compliance | |||
| a. | Contractor shall operate in full compliance with all applicable federal and state laws and regulations throughout the contract term. | ||||
| 6.b | b. | Contractor shall supply a method of telephonic interpretation for non-English and non-Spanish language interpretation services. | |||
| Describe your language capabilities, including the percentage of call center staff who are bilingual in English and Spanish, and any other languages available. Describe how you will ensure that call |
center staff are able to communicate with individuals in multiple languages.
| B. | BUSINESS REQUIREMENTS: Call Center Service Requirements | ||
| 3.a i thru iv | a. | The IVR shall: | |
| i. | Process calls per NDOL approved scripts | ||
| ii. | Offer multi-language support | ||
| iii. | Monitor system performance continuously | ||
| iv. | Provide detailed IVR reporting to NDOL. |
See also V.C.3.E.v
| The IVR shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. | Describe in detail your Interactive voice response system. Include the total capabilities and any self-service options. | ||||
| 5.b. iii a) thru e) | iii. | The Contractor shall train and manage agents assigned to the call center as follows: | |||
| a) | Develop, conduct, and maintain a comprehensive and continuous training program providing agents with the appropriate knowledge and current information to perform services required by the State Agency. | ||||
| b) | Ensure that all agents are trained in Federal, State, and Local policies, procedures, and State Agency operations, with approval/agreement by the State agency. | ||||
| c) | Develop and update training manuals and training records for the State Agency’s review and approval. | ||||
| d) | Provide copies of all training materials to the State Agency on an ongoing basis. | ||||
| e) | Implement a procedure and schedule for ongoing training, refresher training, and have a dedicated trainer onsite to conduct trainings that will be monitored by the State Agency. | Describe your capacity of in-house trainers and approach to on-boarding new call center staff to the project. | |||
| 6. a i-vi | Report Requirements | ||||
| a. | The contractor shall provide a real-time dashboard that displays the most important KPIs. This dashboard should be accessible to NDOL daily, ensuring continuous monitoring and immediate visibility of the call center's performance. Required KPIs include, but are not limited to: | ||||
| i. | Call Statistics Reports: Detail and summary reports, aggregated and detailed data for calls received, abandoned, answered, resolved, etc. | ||||
| ii. | Interval Reports: Ability to filter and sort reports by specific intervals such as hourly, daily, weekly, etc. | ||||
| iii. | Real-Time Call Volume: A live feed showing the current call volume and any fluctuations in real time. | ||||
| iv. | Service Level Compliance: Monitoring adherence to agreed-upon service levels (e.g., response time, abandonment rates). | ||||
| v. | Agent Performance: Metrics on agent effectiveness, including call handling time, resolution rates, and customer satisfaction scores. | ||||
| vi. | Call Categories: Detailed breakdowns of call categories, including volumes, common issues, and customer feedback. | Describe your ability to meet the reporting requirements set forth in Section V.C.6. including ad hoc reporting capabilities including online reporting capabilities and client accessibility. | |||
| 7. a. | Disruption in service | ||||
| a. | In the event of a disruption in service, Contractor shall notify NDOL POC immediately and provide a timeline for resolving the issue. | Describe your quality monitoring process. | |||
| C. | SCOPE OF WORK | ||||
| 3.A.v. | The contractor shall notify the NDOL POC if the queue wait time exceeds 3 minutes and provide the corrective action plan. | ||||
| 3.B. iv | CRM shall integrate with third party systems and provide easy access to data for integration with other systems, reports, and data analysis. | Describe the Customer Relationship Management (CRM) system used and weather it was developed in-house or off-the-shelf. If off the shelf, please specify the product and company. Please describe the capabilities of the Customer Relationship Management systems in use. | |||
| 3.B. v | v. | CRM shall allow for data to be exported in multiple formats (such as, excel, word, PDF) | |||
| 3.B. vi | vi. | CRM shall allow for customizable workflows that allow for NDOL management to easily assign out callbacks and address NDOL management level escalations | |||
| 3.B. viii | viii. | The CRM shall contain at least the following functionality: | |||
| 1. | Case management (real-time reporting) | ||||
| a. | End-to-end case tracking | ||||
| b. | Quality assessment | ||||
| c. | Customer service representative performance rating | ||||
| 2. | Dashboard (real-time reporting) | ||||
| a. | Review of team activity | ||||
| b. | Team performance tracking | ||||
| c. | Customer satisfaction tracking | ||||
| d. | Key metrics | ||||
| e. | Overall performance | ||||
| f. | Team member performance | ||||
| g. | Progression over time | ||||
| h. | Reporting functions | ||||
| 3.B. ix | ix. | The CRM shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics. | |||
| 3.C. ix. | ix. | Contractor CRM shall provide for NDOL staff to review, prioritize, and assign out callback requests to optimize resource allocation. Daily callbacks should be able to be assigned out by NDOL to several staff members within 15 minutes time. | |||
| 3.D. ii | ii. | If the abandoned call rate exceeds 10%, corrective action shall be taken and the NDOL POC will be informed of performance issues and the corrective action plan. | Describe your approach to workforce planning, including the speed, agility, and flexibility necessary to match your workforce to the fluctuating demand of this contract. |
Include the processes in place to adjust staffing, workflows, or resource allocation in response to sudden changes in call volume or unexpected events. How will you ensure KPIs are met in the performance of this contract?
| 3. F. i | i. The Contractor shall provide staff exclusively dedicated to fulfilling the State’s/Agency’s stated requirements. | |||
| 3. F.ii. | ii. | The Contractor shall have the ability to add/divert trained staff to handle increasing/decreasing call volume during peak/off periods in compliance of performance standards. | ||
| 3. F.iv. | iv. | The contractor shall achieve the following Key Performance Indicators (KPIs): | ||
| o | Average Speed to Answer (ASA): ≤3 minutes | |||
| o | Average Handle Time (AHT): ≤10 minutes | |||
| o | After Call Work (ACW): ≤1.5 minutes | |||
| o | Abandoned Call Percentage: ≤10% | |||
| o | Repeat Caller Percentage: ≤20% | |||
| o | Scheduled Callback Percentage: ≤20% | |||
| o | Customer Satisfaction Score (CSAT): 85% | |||
| 3. F.v. | Additional performance standards the contractor shall achieve are: | |||
| o | Capturing accurate and detailed information within CRM and NEworks systems on ≥95% of all calls (including callbacks) | |||
| o | Answer at least 98% of all incoming calls, one hundred percent (100%) of the time (calls dropped in the IVR are not counted towards this number). | |||
| o | Callers should not be placed on hold for longer than 2 minutes. | |||
| 3. I. i. | i. | Contractor shall create and maintain audio recordings of all calls. Contractor shall maintain audio recordings of calls for at least thirty (30) days. | Explain percentage of calls are digitally recorded and how long are these recordings stored? Client requested recordings must be made available within 24 hours of the request. | |
| 3. I. ii. | ii. | Contractor shall make call recordings available to NDOL within 24 hours upon request. |
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