Attachment B - Cost Proposal Form RFP 2700000097.xlsx
XLSX spreadsheet 32 KB Posted
- Attached to
- Contact Center as a Service RFP
- Solicitation number
- RFP 758 2700000097 1
- Issued by
- Kentucky
About this file
This is a Cost Proposal Form for RFP 2700000097, a Contact Center as a Service (CCaaS) solicitation issued by the Kentucky Cabinet for Health and Family Services (CHFS). The RFP seeks comprehensive contact center solutions including CCaaS platform licensing, telephony services, system implementation, maintenance and operations, managed services, and staffing solutions. The contract includes an initial term of three years (Years 1-3) with three optional renewal periods: Years 4-5, Years 6-7, and Years 8-9. The proposal form requires vendors to price concurrent agent and supervisor licenses on a per-user/month basis (estimated at 7,800 and 1,800 users respectively), tiered telephony usage ranging from base usage of 0-3,000,000 minutes per month to ultra-high usage exceeding 9,000,000 minutes monthly, and design/development/implementation services paid through nine milestones totaling 100 percent of the implementation cost.
Vendors must provide pricing for maintenance and operations (monthly rate), post-implementation change order services (hourly rate not-to-exceed), managed services (per-minute rates for office and work-from-home contact handling, and per-contact rates for email, chat, and SMS), and staffing solutions including both managed staffing and augmented staffing across multiple roles (Tier 1 agents, Tier 2 agents, supervisors, quality analysts, and managers). All pricing must exclude federal excise tax and Kentucky sales or use tax, use two decimal places, and be submitted in the yellow cells of the cost proposal tab. The form includes provisions for value-added items at no cost or at vendor-specified pricing. A critical billing provision requires concurrent licenses to be calculated based on peak concurrent usage during the measurement period, with spike exclusion allowances for brief access periods unless sustained for at least thirty consecutive minutes, verified through a real-time dashboard displaying active sessions and historical peak data.
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Instructions
| Attachment B - Cost Proposal RFP 758 2700000097 |
| Contact Center as a Service (CCaaS) |
| Instructions |
| Tax Exempt Status: |
| Do not include Federal Excise Tax, Kentucky Sales or Use Tax in prices quoted in response to this Solicitation. |
Vendor shall complete the yellow cells in the Cost Proposal tab. The Cost Proposal Tab uses calculated fields for evaluation subtotals. If there is a discrepancy between the submitted unit cost and the calculated field in the form, the submitted unit cost shall prevail.
Specify pricing using two decimal places.
The Value-Added Items tab is optional.
| Value-Added Items Tab |
| Complete the tables for any value-added offerings, either at no cost or at a cost. If Vendor presents a value-add with other than a fixed-fee cost, change the wording in the cells to be appropriate. Vendor may copy and paste to present additional value-added offerings. |
Cost Proposal
| Vendor Name: | |
| CCaaS System Fees* |
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | ||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total |
| Concurrent Agent (User) licenses | All-inclusive rate for any licenses necessary to implement all functionalities of the proposed solution. | Per user/month | 7800 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | ||||
| Concurrent Supervisor licenses | Agent License features and Enhanced monitoring & coaching tools |
All-inclusive rate for any licenses necessary to implement all functionalities of the proposed solution. Per user/month 1800 $ - 0 $ - 0 $ - 0 $ - 0
CCaaS System Fees Subtotal $ - 0 $ - 0 $ - 0 $ - 0
*NOTE:
For this RFP and the resulting contract, a Concurrent License permits any number of users to access the platform, with billing based on the Peak Concurrent Usage during the period.
| • | Measurement & Spike Exclusion: The solution must continuously measure active login sessions. To accommodate shift transitions, brief administrative access, and supervisory reviews, simultaneous login peaks shall not be billable unless sustained for at least thirty (30) consecutive minutes (or an alternative period approved by the Commonwealth). |
| • | Real-Time Dashboard: The Vendor shall provide a real-time dashboard displaying current active sessions and historical peak data, including the duration of each peak to verify the 30-minute rule. |
| • | Documentation: The Vendor must document its calculation logic, including session start/end criteria, spike-filtering methods, and all billing assumptions. |
License fees for the first contract year will be prorated from the date the solution is placed into production through the end of the first contract year.
License fees are only applicable to state staff or delegates, including augmented staff. Vendor licenses used to support the system, provide management services, or staffing, should be included in implementation, maintenance and operations, managed service, or managed staffing rates.
| Telephony Fees (inbound/outbound/Outbound Campaign min) | |||||||||||||
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | ||||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | ||
| Tier 1: Base Usage | |||||||||||||
| (0 – 3,000,000 min/month) | Per min | 36,000,000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||||
| Tier 2: Intermediate Usage | |||||||||||||
| (3,000,001 – 6,000,000 min/month) | Per min | 36,000,000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||||
| Tier 3: High-volume Usage | |||||||||||||
| (6,000,001 – 9,000,000 min/month) | Per min | 24,000,000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||||
| Tier 4: Ultra-high Usage | |||||||||||||
| (9,000,000+ min/month) | Per min | 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
$ - 0 $ - 0 $ - 0 $ - 0
Design, Development (Configuration), and Implementation - Initial CHFS Transition (Attachment H - Contact Center and Service Deliverables)
| Item Description | Item Extended Description | Total Cost |
| CHFS Initial DDI | Full transition of current operations to CCaaS, Managed Services, Managed Staffing, and Augmented Staffing (See Attachment H - Contact Center and Service Deliverables and Attachment L - Current Contact Center Operations Overview) |
Includes all Project/Contract Management Activities required during this phase. (See Section 3.3.1 Project/Contract Management)
| Paid by Milestone as follows: | Percentage | Payment Amount |
| Milestone 1: Planning | 10% | $ - 0 |
| Milestone 2: Requirement/Design | 10% | $ - 0 |
| Milestone 3: Configuration | 10% | $ - 0 |
| Milestone 4: Testing | 15% | $ - 0 |
| Milestone 5: Data Conversion | 5% | $ - 0 |
| Milestone 6: User Acceptance Testing | 10% | $ - 0 |
| Milestone 7: Training | 10% | $ - 0 |
| Milestone 8: Implementation | 20% | $ - 0 |
| Milestone 9: Operations and Warranty | 10% | $ - 0 |
| $ - 0 |
Maintenance & Operations - CCaaS
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | ||||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | ||
| Maintenance and Operations (M&O) | Includes all Maintenance and Opperational activities including but not limited to system maintenance, updates, and Project/Contract Management Activities required during this phase. | ||||||||||||
| Refer to Section 3.2.4 - Maintenance and Operational Support for specific activities. | Month | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
Post-Implementation In Scope Change Order Hourly Rate
| Initial Term | ||||||||
| Years 1-3 | Optional Renewal Years 4-5 | Optional Renewal Years 6-7 | Optional Renewal Years 8-9 | |||||
| Item Description | Item Extended Description | Unit | Unit Price | Unit Price | Unit Price | Unit Price | ||
| Post-Implementation In Scope Change Order | The rate will be set with a maximum not exceed hourly rate that is all-inclusive. The Vendor should charge a lesser rate whenever possible. The Cabinet for Health and Family Services (CHFS) will not guarantee a set number of hours per contract year. | Hour |
| Contact Center Managed Services |
| Pricing for all managed services shall be provided as enterprise rates based on the aggregate contact volume across Cabinet for Health and Family Services (CHFS) and any other authorized agencies using the contract. These rates shall apply regardless of individual agency volume to reflect economies of scale. |
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | ||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total |
| Managed Services: Office | Per minute rate is by active contact minute and includes CCaaS licensing (including necessary add-on licenses), labor, infrastructure, support staff overhead, and telephony usage for active(talk) time. Contact wait time shall not be included. | Per minute | 7,500,000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | ||||
| Managed Services: Work from Home | Per minute rate is by active contact minute and includes CCaaS licensing (including necessary add-on licenses), labor, infrastructure, support staff overhead, and telephony usage for active (talk) time. Contact wait time shall not be included. | Per minute | 22,500,000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | ||||
| Managed Services: Email Contact | All per-contact pricing includes CCaaS licensing (including necessary add-on licenses), labor, infrastructure, support staff overhead | Per email | 18000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | ||||
| Managed Services: Chat Contact | All per-contact pricing includes CCaaS licensing (including necessary add-on licenses), labor, infrastructure, support staff overhead, and telephony usage for active time. | Per chat | 18000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | ||||
| Managed Services: SMS Contact | All per-contact pricing includes CCaaS licensing (including necessary add-on licenses), labor, infrastructure, support staff overhead, and telephony usage for active time. | Per SMS | 18000 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
$ - 0 $ - 0 $ - 0 $ - 0
Managed Staffing Services (Hourly)
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | |||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | |
| Managed Staffing - Tier1 Agents | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, infrastructure (including end-user devices such as laptops and headsets), and telephony usage for active (talk) time. | Hour | 96 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Managed Staffing - Tier2 Agents | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, infrastructure (including end-user devices such as laptops and headsets), and telephony usage for active (talk) time. | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Managed Staffing- Supervisor | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, infrastructure (including end-user devices such as laptops and headsets), and telephony usage for active (talk) time. | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Managed Staffing - Quality Analyst | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, infrastructure (including end-user devices such as laptops and headsets), and telephony usage for active (talk) time. | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Managed Staffing - Manager | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, infrastructure (including end-user devices such as laptops and headsets), and telephony usage for active (talk) time. | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||||||
| Augmented Staffing Services |
| Initial Term: Years 1-3 | Optional Renewal: Years 4-5 | Optional Renewal: Years 6-7 | Optional Renewal: Years 8-9 | |||||||||
| Item Description | Item Extended Description | Unit | Estimated Annual Use | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | Unit Price | Extended Annual Total | |
| Augmented Staffing - Tier1 Agents | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, and telephony usage for active (talk) time. End-user devices such as laptops and headsets will be provided by CHFS | Hour | 240 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Augmented Staffing - Tier2 Agents | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, and telephony usage for active (talk) time. End-user devices such as laptops and headsets will be provided by CHFS | Hour | 24 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Augmented Staffing- Supervisor | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, and telephony usage for active (talk) time. End-user devices such as laptops and headsets will be provided by CHFS | Hour | 36 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Augmented Staffing - Quality Analyst | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, and telephony usage for active (talk) time. End-user devices such as laptops and headsets will be provided by CHFS | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| Augmented Staffing - Manager | The per-hour rate includes CCaaS licensing (including all required add-on licenses), labor, and telephony usage for active (talk) time. End-user devices such as laptops and headsets will be provided by CHFS | Hour | 12 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||
| $ - 0 | $ - 0 | $ - 0 | $ - 0 | |||||||||
| DISCLAIMER: Extended totals are for evaluation purposes only. The awarded contract will list unit prices only. Design, Development, and Implimentation costs will be added as one line item per milestone. |
Value Added Items
| CCaaS System Fees | ||
| Module | ||
| (Vendor to add based on proposed solution) | Purpose and Justification for Inclusion | |
| (Vendor to add based on proposed solution) | Billable Unit | |
| (Vendor to add based on pricing model) | Estimated Annual Use | |
| (Vendor to add based on pricing model) | Price |
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