Attachment A - Scope of Work REVISED 3.31.2026.docx

REVISED

ATTACHMENT A

SCOPE OF WORK

1. PURPOSE

To provide Customers with Contact Center Services on a statewide basis, pursuant to the terms set forth in this Scope of Work.

2. DEFINITIONS

Definitions contained in section 287.012, Florida Statutes (F.S.); Rule 60A-1.001, Florida Administrative Code (F.A.C.); and Attachment E, Enterprise Standard Terms and Conditions, are incorporated by reference. In the event of a conflict, the definitions listed in this section supersede the incorporated definitions for the purposes of this Scope of Work. All definitions apply in both their singular and plural senses.

ACD – Automatic Call Distribution, a system which answers and distributes incoming calls to a specific group of terminals or agents within an organization

Auto-Attendant – A system which allows callers to be automatically transferred to an extension without human intervention.

Business Network – The Business Network (formerly known as Ariba Network) is an online marketplace that connects Vendors and buyers for solicitations, collaboration, and purchasing transactions. A Business Network account is required to submit responses to electronic solicitations.

Contact Center Services – The services contemplated within this Term Contract: general services, automatic call distribution, auto-attendant and interactive voice response, reporting and analytics, recording, workforce management, and miscellaneous.

Contract – The written agreement between the Department and the Contractor for Contact Center Services.

Contract Manager – The representative designated by the Department who will oversee all aspects of the Term Contract, monitor performance expectations, and serve as the primary point of contact for the Contractor.

Contractor – A Vendor that enters into a Contract with the Department as a result of this solicitation. Contractor and Vendor are used interchangeably in this Contract.

CSOW – Customer Scope of Work.

Dashboard – A user interface feature of a web portal that organizes and displays easy to read information about key performance indicators with the option to drilldown to lower-level data for verification.

DTMF – Dual-Tone Multi-Frequency.

IVR – Interactive Voice Response.

Manufacturer’s Suggested Retail Price (MSRP) – The manufacturer’s recommended retail selling price, list price, published price, or other usual and customary price that would be paid by the purchaser for specific commodities or services without the benefit of the Contract.

Multi-tenant – An architecture in which a communication system provides service for more than one Customer group. Each group is logically separated within the system and can view and administer their group only.

Order – Written agreement between the Customer and Contractor which establishes the services agreed upon by the Customer and Contractor and may be used interchangeably with Purchase Order.

Poisson One (P.01) – The grade of service reflecting the probability that, at most, only one call out of one hundred calls could be blocked.

PBX – Private Branch Exchange.

PSTN – Public Switched Telephone Network.

State – The State of Florida.

SBC – Session Border Controller.

Single-tenant – An architecture in which a communication system provides service for a single Customer.

SIP – Session Initiation Protocol.

SIP Trunking – A service that connects a company's PBX to the PSTN via Internet using the SIP VoIP standard.

SOW – Scope of Work.

Term Contract – The legally enforceable State Term Contract, as defined in section 287.012, F.S., between the Department and the Contractor.

TDM – Time-Division Multiplexing.

Uptime – The period of time or percent of time that a Contact Center Service is working and available to the Customer.

Vendor – A business entity which is eligible to do business with the State of Florida. Contractor and Vendor are used interchangeably in this Contract.

VoIP – Voice over Internet Protocol.

3. SCOPE OF WORK

3.1 Description of Scope

The Contact Center Services available through this Term Contract are general services, automatic call distribution, auto-attendant and interactive voice response, reporting and analytics, recording, workforce management, and miscellaneous.

In accordance with subsection 282.703(5), Florida Statutes, "All state agencies shall use the SUNCOM Network for agency telecommunications services as the services become available." Services available from SUNCOM can be found at https://www.dms.myflorida.com/suncom. If you have any questions regarding the services that are available through SUNCOM, please contact the Division of Telecommunications at 888-478-6266, then press 3 for assistance.

The intent of this State Term Contract is to provide Contact Center Services resources for Customers in addition to SUNCOM. The determination to utilize this Contract is the sole responsibility of the Customer. All state agencies are required by section 282.703, Florida Statutes, to use the SUNCOM Network for agency telecommunications services. If a required SUNCOM customer would like to utilize this Contract, a formal exemption request must be submitted to the Department’s Division of Telecommunications per Florida Administrative Code 60FF.

Services will be provided on an as-needed basis with no guaranteed or minimum spend. The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.

This SOW is intended to reflect service components sought by the Department for Contact Center Services (CCS) through RFP No. 26-83111500-RFP (RFP). This SOW includes references to service components that “must”, “shall”, or “will” be delivered; however, these SOW references to “must”, “shall”, “will” and “minimum requirements” will not affect the Department’s determination of a Respondent’s responsiveness during the competitive solicitation process. The Department intends for these SOW references to become mandatory at the time of Contract execution.

3.2 Service Objectives and Categories

The resultant CCS Contracts are envisioned to provide secure, reliable, interoperable, scalable, manageable, feature rich, affordable, and advanced communications services for Customers.

CCS Customers range in size from small to very large with a wide diversity of requirements to meet their business needs. Respondents are therefore encouraged to offer more than one manufacturer platform (system) option where possible.

While the word “system” is used within the SOW, individual devices, systems, and components are used to provide the various CCS Services.

Customers are encouraged to provide specific metrics and financial consequences for Contractor fulfillment of CCS objectives in their CSOW.

The following are CCS objectives:

1. Provide migration and transition support for Customers from existing services to CCS.

2. Provide Single-tenant and / or Multi-tenant services.

3. Provide services using standards and designs detailed in the SOW and increase integration of services.

4. Provide proactive service monitoring capabilities and tools to monitor service levels.

5. Provide inherent flexibility in services and equipment to keep pace with rapidly evolving technologies.

6. Provide services with a minimum 99.95% availability (Uptime).

7. Provide accurate and simple invoicing.

The following are CCS Service Categories:

1. Single-Tenant

2. Multi-Tenant

3.3 Pricing

Attachment C, Cost Proposal, shall include the Contractor’s maximum rates for the initial and renewal terms of the Contract. A Customer and Contractor may negotiate lower Hourly Rates in the CSOW. The maximum rate shall include all applicable costs for providing proposed services. Rates submitted by the Contractor shall comply with all federal, state, and local labor laws.

The Contractor shall not begin work on any services that will exceed the Customer’s specified budget or Order without written approval from the Customer.

3.3.1 Price Adjustments

The Contractor shall provide initial and renewal term rate pricing as provided to the Department in Attachment C, Cost Proposal. The Department will not allow for price increases throughout the life of the Contract unless specified in the renewal pricing submitted by the Contractor. Price decreases are encouraged and allowable.

3.4 Contractor’s Administrative Responsibilities

The Contractor shall provide all management, administrative, clerical, and supervisory functions required for the effective and efficient performance of all Customer Orders it accepts, and shall have sole responsibility for the supervision, daily direction and control, payment of salary (including withholding of income taxes and social security), and any benefits for its personnel. The Contractor is accountable for the actions of its personnel. The Contractor's management responsibilities include, but are not limited to, the following:

· Ensuring personnel understand the requirements of the Customer Order to which they are assigned.

· Ensuring personnel know their management chain, adhere to Contractor policies, and exhibit professional conduct to perform in the best interest of the Customer.

· Ensuring personnel adhere to applicable laws, regulations, and Contract conditions governing Contractor performance and relationships with the Customer.

· Regularly assessing personnel performance and providing feedback to improve overall task performance.

· Ensuring high quality results are achieved through task performance.

3.5 Contractor Warranty

The Contractor agrees to the following representation and warranty:

Should any defect or deficiency in any deliverable, or the remedy of such defect or deficiency, cause incorrect data to be introduced into any Customer’s database or cause data to be lost, the Contractor shall be required to correct and reconstruct, within the timeframe established by the Customer, all production, test, acceptance, and training files or databases affected, at no additional cost to the Customer.

3.6 Routine Communication

All routine communications related to the Contract shall be directed to the Department’s assigned Contract Manager. Routine communications may be by email, regular mail, or telephone. If any of the Contractor’s contact information changes during the life of the Contract, the Contractor shall notify the Department’s Contract Manager, and such updates do not necessitate a formal amendment to the Contract. Communications relating to a Customer’s Contract or Order should be addressed to the contact person identified in the Customer’s Contract or Order.

3.7 Compliance and Compatibility

It is the Contractor’s responsibility to ensure that the Services supplied are compliant with the Term Contract requirements, specifications, terms, and conditions. Additionally, the Contractor shall ensure that all Services ordered by the Customer are fully compatible with each other and with any associated pre-existing services possessed by the Customer and disclosed to the Contractor by the Customer. The Contractor’s acceptance of the Customer’s Order shall indicate that the Contractor agrees to deliver a Service(s) that is fully compliant and compatible with the Customer’s Order requirements, specifications, terms, and conditions.

3.8 Request for Quotes (RFQ) Requirement

Customers shall use a Request for Quotes in accordance with sections 287.056(2) and 287.0591, F.S., and Rule 60A-1.043, F.A.C., when making purchases off this Term Contract. For any purchases from the Term Contract, the Contractor recognizes its responsibility for all tasks and deliverables contained in the Term Contract and any Customer Request for Quote, warrants that it has fully informed itself of all relevant factors affecting accomplishment of the tasks and deliverables, and agrees to be fully accountable for the performance thereof.

3.8.1 Minimum Number of RFQ Issued by Customer

Pursuant to sections 287.056(2) and 287.0591(5), F.S., the Customer must ensure that an RFQ is issued to a minimum of 25 awarded Contractors (or all awarded Contractors, if fewer than 25) that are available under the Contract and that are authorized to provide the type of Contact Center Services being requested.

3.8.2 Request for Quote Format

The specific format of the RFQ is left to the discretion of the Customer. Pursuant to section 287.056(2), F.S., RFQs performed within the scope of the Contract are not independent competitive solicitations and are not subject to the notice or challenge provisions of section 120.57(3), F.S.

3.9 Punchout Catalog and Electronic Invoicing

The Contractor is encouraged to provide an MFMP punchout catalog.

The punchout catalog provides an alternative mechanism for suppliers to offer the State access to Products awarded under the Term Contract. The punchout catalog also allows for direct communication between the MFMP eProcurement System and a supplier’s Enterprise Resource Planning (ERP) system, which can reflect real-time Product inventory/availability information.

The punchout catalog enables Florida buyers to “punch out” to a supplier’s website. Using the search tools on the supplier’s Florida punchout catalog site, the user selects the desired Products. When complete, the user exits the supplier’s punchout catalog site and the shopping cart (full of Products) is “brought back” to MFMP. No Orders are sent to a supplier when the user exits the supplier’s punchout catalog site. Instead, the chosen Products are “brought back” to MFMP as line items in a Purchase Order. The user can then proceed through the normal workflow steps, which may include adding, deleting, and editing Products (i.e., line items) in the Purchase Order. An Order is not submitted to a supplier until the user approves and submits the Purchase Order, at which point the supplier receives an email with the Order details.

The Contractor may supply electronic invoices in lieu of paper-based invoices for those transactions processed through MFMP. Electronic invoices may be submitted to the Customer through one of the mechanisms listed below:

1) EDI (Electronic Data Interchange) This standard establishes the data contents of the Invoice Transaction Set (EDI 810) for use within the context of an Electronic Data Interchange (EDI) environment. This transaction set can be used for invoicing via the Business Network for catalog and non-catalog goods and services.

2) PO Flip via the Business Network (BN) This online process allows Contractors to submit invoices via the BN for catalog and non-catalog goods and services. Contractors are able to create an invoice directly from their inbox in their BN account by simply "flipping" the PO into an invoice. This option does not require any special software or technical capabilities.

The Contractor warrants and represents that it is authorized and empowered to and hereby grants the State and the third-party provider the right and license at no cost to the State or third-party provider to reproduce and display within MFMP the Contractor's trademarks, system marks, logos, trade dress, or other branding designation that identifies the Products made available by the Contractor under the Term Contract.

3.10 Financial Consequences

Failure to comply with the requirements of the Term Contract will result in the imposition of financial consequences. The following financial consequences will apply for the Contractor’s failure to meet the performance metric standard and due date corresponding with the deliverables under the Term Contract. The Customer may impose additional financial consequences beyond those stated herein to apply to that Customer’s purchase. The State of Florida reserves the right to withhold payment or implement other appropriate remedies, such as Term Contract termination, or nonrenewal, when the Contractor has failed to comply with the provisions of the Term Contract.

The financial consequences below will be paid and received by the Department within 30 calendar days from the due date specified by the Department. These financial consequences below are individually assessed for failures over each target period beginning with the first full month or quarter of the Term Contract performance and every month or quarter, respectively, thereafter.

Financial Consequences Chart

Customers are encouraged to establish additional financial consequences in their CSOW.

No favorable action will be considered when Contractor has outstanding Term Contract Quarterly Sales Reports, MFMP Transaction Fee Reports, or any other documentation owed to the Department or Customer, to include fees / monies, that are required under this Term Contract.

3.11 Transition Services

If so requested and outlined in a CSOW, the Contractor will be required to perform transition services, which may take place at any time during the Contract term. The Contractor will provide a quote for all requested transition services in addition to all other requested information when responding to an RFQ. Customers are encouraged to propose financial consequences for untimely or unsatisfactory delivery of transitions services in their CSOW.

As part of transition services, the Contractor shall:

i) Provide sufficient efforts and cooperation to ensure an orderly and efficient transition of services to any replacement contract.

ii) Deliver to the Department upon request, whether or not previously made available, the following on an as-needed basis:

a. Current operations guides and procedures the Contractor follows to provide the services; and

b. A disclosure of the equipment, software, and third-party contract services required to perform the services.

iii) Assist the Department with migration of databases of information as needed.

iv) Assist the Department with the installation of network-to-network connections to facilitate continuity for Contact Center Services (CCS) sites. Network-to-network connections shall be paid for by the Department at the current contract pricing.

v) Promptly answer all questions related to the transition and migration of the SCS, upon request.

vi) To the extent possible, provide such other services, functions, or responsibilities inherent or necessary to the transition of existing CCS to a replacement contract, provided that such services, functions, or responsibilities are limited to that which can be delivered with the then current Contractor team staffing and subcontractors, if required.

3.12 Termination Assistance

In case of termination, whether for cause or for convenience, the Contractor will provide prompt and thorough transition assistance and cooperation, including as specified in section 3.11, Transition Services, of Attachment A, Scope of Work.

3.13 Updates to Services or Equipment

The Department anticipates the service capabilities will change over the term of the Contract and should be flexible to remain current throughout the life of the Contract; however, any changes to services, features, equipment, or technology offered by the Contractor must be within the original scope of the contract. Changes and deletions in services, features, equipment, or technology offered by the Contractor in the same, alternative, or equivalent form that are within the scope of the Contract are permissible updates. Updates may be prompted by the Contractor, the Department, or Customers. At the Department’s sole discretion, updates may require a Contract amendment.

When requested by the Department, the Contractor shall provide documentation on the proposed updates. This may include market research, service, equipment, and commodity specifications, industry research, and any other documentation requested by the Department. The Department may review information from the Contractor, or any other source it deems necessary and appropriate.

For updates, Contractor will at a minimum include individual pricing, and may also include bundled pricing, or bundled pricing with existing services. The Department will not deem the proposed pricing acceptable until and unless all the following criteria is met to its satisfaction:

1. The Contractor has substantially demonstrated the pricing is competitive to market rates.

2. The Contractor has fully demonstrated the pricing is related to and is in line with currently offered pricing for similar services and equipment..

3. Where applicable, Contractor has fully demonstrated that the same percentage discount off the MSRP or Contractor’s service price list, or greater, is applied to proposed equipment pricing for similar equipment, and proposed service pricing for similar service.

4. The Contractor shall not increase the pricing of any existing equipment, services, service packages, service bundles, or service options.

5. Contractor will not request, and the Department will not approve, charges for non-chargeable items.

6. The Department is solely responsible for the final determination on the fulfillment of the above criteria, and on accepted pricing.

If applicable, all CCS Contractors will be given the same opportunity to offer the updated or new related service.

4. CONTACT CENTER SERVICES

Contact Center Services includes both Single-tenant and Multi-tenant services. Generally, Single-tenant implementations are premises-based at a Customer specified location, and Multi-tenant systems are cloud-based at a Contractor location. A contact center handles a high volume of incoming calls from callers accessing State agency services. The Customer communication channels are not only voice, but may also include chat, web browser, video, text, email, and mobile apps. Contact centers support inbound, outbound, and self-service Customer interactions.

Text provided within this section is intended to guide Contractors in understanding the desired scope of Contact Center Services.

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4.1 General

Contractors should provide Contact Center Services for Single-tenant and Multi-tenant environments. For a Single-tenant environment, the system will be hosted at a location agreed upon by Contractor, Department, and Customer. For Multi-tenant environments, Contractors will propose the location of the system. If Respondent is offering Contact Center Services, it will offer all Customer premises equipment including, but not limited to, phones, gateways, monitoring equipment, and SBCs that Customer’s will use with the proposed service.

The following are minimum requirements for Contact Center service components:

1. The ability to increase or decrease the number of Contractor’s Contact Center agents.

2. Support multiple Contact Center partitions. Contractor may use common equipment to support multiple Contact Centers.

3. Flexibility to comply with the Department and Customer defined security standards.

4. Contact center agents with the flexibility to interact with other Contact Centers.

5. Redundancy in geographically diverse locations for Multi-tenant Contact Center Services.

6. The ability to offer TDM and VoIP as methods for access to agents.

7. The ability to route calls to PSTN for call termination on Customer provided TDM systems.

8. Supports agents using either a VoIP phone, soft phone (software phone), or other approved device.

9. Soft phones that have minimal impact on existing desktop real estate environment.

10. Integrated learning tools and coaching management tools for Customer use.

11. Support Contact Center functionality within the Customer locations and remote teleworker locations.

12. No charges for administrative tasks performed by Customer staff.

13. Options for verifying caller identity.

14. The ability to route calls as required by the Customer.

15. The ability to integrate with a Customer’s end-user’s Customer Relationship Management system, as required by the Customer.

4.2 Automatic Call Distribution (ACD)

The following are minimum requirements for ACD Contact Center Services components:

1. Multi-channel (omni-channel) routing, basic and advanced call routing, skills-based routing, and call back/virtual queuing.

2. Route and queue incoming contacts from the following communication channels: calls transferred from (IVR), direct dialed toll-free number, chat, email, and social media.

3. The ability to manage the creation, modification and deletion of administration of features associated with agents.

4. The ability to force calls to agents.

5. The ability to build not-ready codes and the ability to automatically interrupt any not-ready code, which allows an agent to temporarily not receive calls, as call volumes increase, excluding break codes (when an agent is on break).

6. Email routing to agents that are marked as having multiple skill sets, which includes being able to respond to emails.

7. Whisper functions for agents, which allows them to communicate with other call center agents without the caller hearing the interaction.

8. The ability to route calls to different Customer groups.

9. The ability to force calls to agents without the agent having to signal to receive a call.

10. The ability to change routing division that allows contacts arriving on specific telephone trunks or by transaction type to be routed and answered by specific groups of agents.

11. The ability for other persons, as appropriate, to listen to a call at any point during a call.

12. Alert when an agent is dropped from the ACD queue.

13. The ability to set thresholds on agent, application, and skillset levels.

14. The ability for a supervisor to log agents out of the Contact Center system.

15. The ability to automate interactions with callers based upon Customer defined business rules and requirements.

16. The ability to place calls in a virtual queue and return the call when an agent is available, also referred to as virtual hold.

4.3 Auto-Attendant and Interactive Voice Response (IVR)

The following are minimum requirements for IVR components:

1. Automated speech recognition and text-to-speech, for multiple language.

2. Supports DTMF.

3. A call back/virtual queuing capability.

4. The ability to integrate with Customer applications and database systems.

5. Set up, support, operate, and maintain the IVR system and related call routing/mapping logic. This includes caller menu selections, all voice message scripts, prompts, and intelligent call routing or routing to call queues/agencies based on type or characteristics of inbound call.

6. The ability to make changes to the IVR system on a regular basis as required or as requested by Customer.

7. Timely changes to IVR scripting functionality.

8. The ability to create and record message scripts for call queuing and for information prompts as requested by Customers, including IVR applications that interface with host systems in designated sites.

9. The ability to establish and follow Customer approval process for changes to IVR scripts, hold messages, music on hold, predicted wait times, queue messages, schedules, and after-hours emergency messages.

10. The ability to make emergency (short notice) changes in the IVR systems to address business problems, service issues, outages, or to other items that may impact contact volumes.

11. Twenty-four hours a day, 365 days of the year automated IVR support, including retrieval/ recall.

12. The capability for Customers to update their own recorded messages and route messages without needing to contact the Contractor.

13. A redundancy capability to an alternate system during a storm / disaster event including alternative messaging, remote phone capability, etc.

4.4 Reporting and Analytics

The following are minimum requirements for the Reporting and Analytics components:

1. Industry standard reporting and analytics for system, agents, ACD and IVR, including real-time industry standard call metrics.

2. Baseline, canned, ad hoc, historical and real-time reports supported by Dashboards with graphs and charts.

3. Supports wallboard displays in the contact center for Dashboard performance metrics including displays of calls answered, emails answered, service levels, call abandon rates, calls waiting, call hold times, view all agents’ statuses, and banner messages.

4. Defines, builds, and runs custom reports supporting Contractor’s business requirements.

5. Real-time access to reporting systems, restricted by access authentication.

6. Enhanced correlation of reporting, optimization, and forecasting of key performance indicators.

7. Customer views of their individual call metrics (real-time, historical, and baseline) on their desktop.

8. Changes reporting metric requirements for agents in different skillsets (agent groupings).

9. Displays a prompt/message on agent desktop.

10. Performs call surveys to initiate, collect, and track information.

11. Provides an agent report that tracks the entire agency call flow for any single call.

12. Reporting system and business intelligence application will be able to identify an individual Customer, Customers in aggregate, an individual agent, and agent group behavior.

13. Exports raw data and analytic data from Contact Center for Customer use for a minimum of twelve (12) months, or longer if requested by Customer.

4.5 Recording

The following are minimum requirements for the Recording component:

1. Capability for a minimum of 25% random call recording with screen capture per agent per day.

2. Online storage to hold at least thirty (30) days of recording per agent.

3. An interface to archive recording to Customer provided storage.

4. A method for appropriately adjusting monthly online storage needs.

5. The ability for a supervisor to join (barge in) a call to coach, conference, or take over a call and record it.

6. The ability to record one agent during a workday and not impact the 25% random call recording time.

7. The ability to listen to recorded calls from any location via web-based call recording.

8. The ability to email downloaded recordings, and ensure the emails and attached documents are maintained in accordance with the appropriate State and Federal standards for information security.

9. The ability for an agent to initiate recording their own call.

10. The ability to search recordings by filters.

11. The ability to manage Contact Center recordings on an agent by agent basis.

12. The ability to designate, per agent, the frequency of recording calls, up to 100%.

4.6 Workforce Management

Contractor will be responsible for managing the workforce for the Contact Center. The following are minimum requirements for management of call center agents:

1. Workforce management, including scheduling and agent training.

2. Monitoring the effectiveness of the call center.

4.7 Miscellaneous

The following are additional components which are minimum requirements for the provision of Contact Center Services:

1. P.01 grade of service and conduct quarterly assessments to adjust sizing as needed.

2. An SIP Trunking functionality that can be shared between Customers but should not impact performance of individual Contact Centers.

3. Dedicated IP access.

4. Tools for assessing bandwidth usage and voice quality performance.

5. The ability to program network-based routing.

6. The ability to configure call prompters to meet Customers’ needs.

7. The ability to configure advanced call routing to meet Customers’ needs.

8. The ability to develop and implement call routing processes, including maintaining call routing tables based on criteria defined by the Customers to route calls to agents based on skillsets and availability.

9. The ability to develop and maintain routing tables which map inbound numbers to centers and within centers to appropriate queues.

10. A certified project manager (certification from the Project Management Institute, a Certified Scrum Master from Scrum Alliance, CompTIA Project+ certification from CompTIA, a Lean Six Sigma certification, or other equivalent project management certification approved in writing by the Department) to manage the entire implementation of Customer’s Contact Center.

11. User application testing and product lifecycle management.

12. Implemented procedures for re-routing calls in the event of Contact Center outages, emergencies, and unexpected call volume.

13. Compliance with the Department and each Customer’s data integrity and privacy policies.

14. The ability to send voice, email, SMS, or fax notifications.