Attachment 2- Bidder Response Form.docx

Attachment 2- Bidder Response Form

I General Contact Information:

Company Information

Company Name / DBA

Street address, city, state, zip

Main phone number

Website

Contract Manager

Name, Title

Phone number

Address

Email

COMMBUYS Point of Contact

Name, Title

Phone number

Email

Emergency Contact

Name, Title

Phone number (working hours)

Phone number (non-working hours)

Fax

Email

II Overview:

A. Bidder has experience providing call answering and processing Services, Yes or NO?

III Hours of Operations:

A. Can Bidder meet the requirements of section 3.2(A)?

Monday, Tuesday, Wednesday, and Thursday from 5:00 p.m. to 9:00 a.m. the following day

Friday from 5:00 p.m. through Monday at 9:00 a.m.

All state and federal holidays from 9:00 a.m.-5:00 p.m.

Continuous operations during all emergencies, including, but not limited to, weather and public safety emergencies

B. Can Bidder meet the requirements of Section 3.3(A)?

24 hours a day, seven days a week, 365 Days a year

State and Federal Holidays

Continuous operations during all emergencies, including, but not limited to, weather and public safety emergencies

IV Geographic Coverage:

A. Can Bidder meet requirements of 3.2(B)(1) and 3.3(B)(1)?

The bidder must provide required services for the entire Commonwealth of Massachusetts and receive and process calls from individuals outside of the Commonwealth calling with regard to an elder located in Massachusetts. Toll free numbers must be able to accept calls from outside of Massachusetts.

V Technical Capabilities:

A. Can Bidder meet the requirements in sections 3.2(C) and 3.3(C)?

Receive and process voice and TTY Calls;

Obtain and utilize the current EOEA PS phone number (1 (800) 922-2275);

Maintain continuous operations in the event of a power or systems outage;

Maintain systems sufficient to process call volumes (Sections 3.2D and 3.3D ) provides a basis for call volume projections, but systems will need to be based on actual call volumes);

Monitor calls for quality assurance purposes and provide EOEA access to the monitoring mechanism;

Ability to record all calls and retrieve digitally recorded calls and provide to EOEA on request;

Transfer a call to another party without ending the call (i.e., a “warm transfer”); and, Capability to continuously access, including making any necessary upgrades to maintain such access over the length of any Contract, and utilize the EOEA PS online database and enter information directly into the system.

VI Volume and Staffing:

A. Can Bidder meet the requirement in section 3.2(D)(1)? Yes or No

B. Can Bidder meet the requirement in section 3.3(D)(1)? Yes or No

C. Can Bidder meet the requirements for sections 3.2(D) questions 2-7 and 3.3(D) questions 2-7?

Provide staff that can effectively follow a computer assisted script and accurately enter data into an online system for successful and consistent call processing (Attachment B is a paper copy of the computer script that must be completed);

Ensure coverage for all possible emergencies, including but not limited to, staffing vacancies, vacations, sick days, weather, and public safety;

Utilize an employee hiring process that ensures competent and appropriate staff;

Provide an organizational chart to EOEA and update annually;

Submit and annually update resumes for Managers, Supervisors, and Key Personnel assigned to this project (EOEA reserves the right to review such hires);

All staff members are required to complete EOEA intake training.

VII Operations:

A. Can Bidder meet the specifications for sections 3.2(E) and 3.3(E)?

A minimum service level of 80/30 is required for telephone calls received during operating hours. An 80/30 service level is defined as 80% of calls received will reach a live Customer Service Representative in an average of 30 seconds or less;

No caller should ever receive a busy signal or be directed to voicemail;

Provide access for the deaf and hearing impaired via a toll-free phone number and industry standard ADA supportive technology and maintain a Mass Relay response time of less than ten seconds. If the provider is unable to establish contact with the caller on the initial call, the provider must make two follow-up calls;

Receive and process calls where the caller is non-English speaking or has limited English proficiency;

Demonstrate a system to prioritize incoming calls based on urgency based on EOEA trainings;

Effectively complete the intake of elder abuse reports using a script provided by EOEA. To complete an intake is to gather the information from a caller and enter the data into EOEA’s online system. (Attachment B is a paper copy of the computer script that must be completed);

Ability to implement operational changes based on changes to EOEA’s script as needed and within 48 hours for routine changes;

Identify cases not within the jurisdiction of EOEA’s PS Program and refer the caller to other specified government agencies or programs via a warm transfer in accordance with EOEA policy;

Identify emergency and rapid situations and contact appropriate PS personnel in accordance with EOEA policy provided during training;

Protect client confidentiality in accordance with all applicable Massachusetts General Laws and Federal Laws, including the destruction of all recorded calls within the timeframes specified in this section;

Comply with 101 CMR 19.00;

Compliance with applicable sections of 651 CMR 5.00.

VIII Quality Assurance:

A. Can Bidder meets the specifications for sections 3.2(F) and 3.3(F)?

Generate statistics for tracking call volumes, average speed of answer, abandoned calls, average call handling time and incoming call patterns

Demonstrate a system of reviewing a subset of recorded calls quarterly at a minimum and more frequently as needed for quality issues and a system of implementing program improvements based on such reviews and other measures

Allow representatives of EOEA to audit and listen to calls from EOEA offices

Perform routine quality assurance on all systems and hardware to avoid preventable interruptions to the telephone system

IX Program Review:

A. Can Bidder meets the specifications for section 3.2(G) and 3.3(G)?

Demonstrate a program review procedure and standards for ensuring the overall quality of services

Provide all program review results to EOEA

Comply with all requests for Corrective Action Plans

X Preferred Qualifications:

Experience operating a hotline or emergency call answering services;

Ability to consistently exceed the 80/30 minimum service level described in section 3.2(E)(1) and 3.3(E)(1);

Prior service to a Commonwealth of Massachusetts public sector agency;

Services provided at a location within Massachusetts;

Services provided within a single facility location.

XI Written responses:

A. If the Bidder answered “No” to any of the elements of questions II-IX, you must attach a written explanation, in PDF format, explaining why EOEA should not disqualify the response for non-compliance with section 7.1 “Mandatory Requirements.”

B. All Bidders must attach, in PDF format, a written narrative using the following outline:

1. Bidder’s interest and qualifications, this section must address the following:

i. Bidders experience providing call answering and processing services (see section 3.1)

ii. Any applicable preferred qualifications noted in section 4 of the RFR.

2. Bidder’s capacity, resources, and infrastructure to meet the following mandatory Sections of the RFR:

i. 3.2A Hours of Operation (Non-Business Hours)

ii. 3.3A Hours of Operation (24 Hour, 365 days a year)

iii. 3.2B and 3.3B Geographic Coverage

iv. 3.2C and 3.3C Technical Capabilities

v. 3.2E and 3.3E Operations

3. Bidders planned process for Answering and Processing calls from the start of a call to the completion of the intake;

4. Bidder’s plan for training and monitoring operations and quality (be sure to address parts F and G for Sections 3.2 and 3.3 of the RFR);

5. Bidder’s plan to meet staffing requirements in sections 3.2D and 3.3D of the RFR including;

6. Explain the Bidders price structure and specifically address pricing for operations under sections 3.2 and 3.3 of the RFR;

7. If Bidder is provides existing Call Answering and Processing Services the Bidder must provide statistics regarding abandoned calls;

8. Bidders plan to comply with 101 CMR 19.00;

9. Bidders Supplier Diversity Plan.

XII CERTIFICATE OF NON-COLLUSION: (All Bidders must answer this question) By checking the “Agree” box below the Bidder certifies under penalties of perjury that this bid or proposal and, if applicable, any other bid or proposal in which my business is identified as a subcontractor, have been made and submitted in good faith and without collusion or fraud with any other person. As used in this certification, the word “person” shall mean any natural person, business, partnership, corporation, union, committee, club or other organization, entity or group of individuals.

_____Agree _____Disagree