Attachment 2-B Statement of Ex
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- Attached to
- Hosted Contact Center Services
- Solicitation number
- 98000-HCC-0000005215
- Issued by
- Georgia
About this file
This is a Statement of Work Explained Scope document (Attachment 2-B) for the State of Georgia's Request for Proposals (RFP No. 98000-HCC-0000005215) issued by the Georgia Technology Authority (GTA) for Hosted Contact Center Services. The RFP seeks qualified service providers to implement and deliver comprehensive contact center solutions that meet the state enterprise's quality, reliability, and cost-competitiveness objectives. The document outlines core service requirements including fully integrated solutions delivering Automatic Call Distribution (ACD) routing, Interactive Voice Response (IVR), and Quality Monitoring (QM) capabilities; telephony delivery design and capacity management for TDM, SIP, Data, and Toll Free services; security protections for voice and data traversing networks to remote and at-home agents; and segmentation of agency contact centers within a multi-tenant solution to prevent performance interference during surge events. Bidders must address these technical and operational requirements in their proposal responses and may not modify the content of the attachment.
The document emphasizes the GTA's primary procurement objectives of improving service delivery quality and reliability, innovating service offerings with flexible introduction capabilities, and ensuring cost competitiveness with transparent pricing and enterprise visibility of consumption and activities. Service providers are required to provide detailed descriptions of their proposed failover design and supporting Service Level Agreements (SLAs), including uptime guarantees expressed in terms of "nines" for both the solution as a whole and specific components. The file is submitted to the Issuing Officer, Towanda Cuthbert, at Procurement@gta.ga.gov and contains confidential and proprietary information restricted from publication or disclosure without express written permission from GTA.
Text of this file
State of Georgia Request for Proposals RFP Number: 98000-HCC-0000005215 Hosted Contact Center Services Statement of Work Explained Scope Attachment 2-B
Date: July 12, 2021
Submit Response to Issuing Officer: GTA Procurement Towanda Cuthbert, Issuing Officer Procurement@gta.ga.gov
This document contains confidential and proprietary information of GTA and its Customers. It is furnished for the purpose of facilitating Bidder response to this RFP. Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.
Georgia Technology Authority
Document1
Georgia Technology Authority
RFP No. 98000-000000xxxx Managed Network Services Page 2 of 4
| RFP No. 98000-HCC-0000005215 |
| Hosted Contact Center |
| 1 of 5 |
Service Provider Guidelines This Exhibit supplies specific information for the Service Provider’s reference when responding to the Procurement.
Service Provider Instructions
1. Service Provider will not modify or change anything contained within this Attachment.
1. Service Provider’s response to the RFP should reflect the information contained in this Attachment.
Table of Contents
| 1.0 | General Description | 4 |
| 2.0 | Core Contact Center Services | 5 |
| 2.1 | Fully Integrated Solution | 5 |
| 2.2 | Telephony Delivery Design & Capacity | 5 |
| 2.3 | Security for Protected Voice/Data | 5 |
| 2.4 | Segmentation of Agency Contact Centers within Multi-Tenant Solution | 5 |
| 2.5 | Proposed Failover Design and Supporting Service Level Agreement | 5 |
General Description This Exhibit provides an overview of the Contact Center services requirements. The purpose of the document is to provide a perspective of the products, services, equipment, software and support that are included within the scope of the Attachment 1-B Statement of Work. It is not intended that the contents be inclusive of all aspects of the environment.
Additional Technical Scope Fully Integrated Solution The Service Provider’s responsibilities include and Service Provider shall do the following:
Describe how your solution is fully integrated, coupled or separated to deliver ACD routing, IVR and QM key components.
Telephony Delivery Design & Capacity The Service Provider’s responsibilities include and Service Provider shall do the following:
Describe how your proposed solution will manage and deliver capacity for telecom trunking services as in TDM, SIP, Data, Toll Free for the anticipated volume in support of the contact centers.
Security for Protected Voice/Data for compliance The Service Provider’s responsibilities include and Service Provider shall do the following:
Describe how your service protects the at-risk data when traversing the voice network to the remote, at home agents
Segmentation of Agency Contact Centers within Multi-Tenant Solution The Service Provider’s responsibilities include and Service Provider shall do the following:
Describe how your proposed solution will ensure State contact centers will not impose performance of other agencies during unexpected surge events.
Proposed Failover Design and Supporting Service Level Agreement The Service Provider’s responsibilities include and Service Provider shall do the following:
Please describe in detail your failover design in support of your proposed uptime SLAs. (How many 9s in support of the solution as a whole and/or for specific components) image1.jpg
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