Attachment B - Price Proposal Instructions and Form (R).xlsx
XLSX spreadsheet 84 KB Posted
- Attached to
- Call Center
- Solicitation number
- BPM057936
- Issued by
- Maryland
About this file
This file is a Financial Proposal Form and Instructions for the Consolidated Service Center RFP #BPM057936 issued by the State of Maryland for call center services. The solicitation requests pricing for operational and unit-based services across a five-year contract period consisting of three base years and two option years. Offerors must provide fixed monthly operational fees and fixed unit pricing for multiple service categories, including non-producer/application counselor calls, producer/application counselor calls, chat services, and secure messaging. Evaluation pricing is based on estimated monthly volumes of 75,248 non-producer/application calls, 17,237 chats, and 6,500 secure messages, though these figures are noted as estimates for evaluation purposes only and do not represent guaranteed volumes.
All pricing must be submitted on the provided Financial Proposal Form in Excel and PDF formats, with fully-loaded rates that encompass all labor, overhead, administrative, and operational costs necessary to perform the work. Offerors must complete all sections without alterations to the form, ensure accurate calculations rounded to the nearest cent, and have an authorized representative sign and date the submission. The instructions emphasize that prices are firm and non-contingent, any option years must include identical pricing for each year within the option period, and failure to adhere to submission instructions may render the proposal non-responsive. Offerors must provide their FEIN, eMM number, and complete contact information with the submission.
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Other files
| File | Type | Posted |
|---|---|---|
| CONSOLIDATED SERVICES - CALL CENTER RFP BPM057936 FINAL (R).docx | DOCX document | |
| 4) Exhibit 2 SAMPLE CONTRACT.docx | DOCX document | |
| 5). NEEA (FNL MASTER FORM) HYBRID Cloud & Non-Cloud Non-IDIQ NEEA with ARC-AMPE & AI Addendum - 07.15.26.docx | DOCX document |
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Price Proposal Instructions
| ATTACHMENT F – FINANCIAL PROPOSAL INSTRUCTIONS |
| In order to assist Offerors in the preparation of their Financial Proposal and to comply with the requirements of this solicitation, Financial Proposal Instructions and a Financial Proposal Form have been prepared. Offerors shall submit their Financial Proposal on the Financial Proposal Form in accordance with the instructions on the Financial Proposal Form and as specified herein. Do not alter the Financial Proposal Form or the Proposal may be determined to be not reasonably susceptible of being selected for award. The Financial Proposal Form is to be signed and dated, where requested, by an individual who is authorized to bind the Offeror to the prices entered on the Financial Proposal Form. |
The Financial Proposal Form is used to calculate the Offeror’s TOTAL PROPOSAL PRICE. Follow these instructions carefully when completing your Financial Proposal Form:
A. All Unit and Extended Prices must be clearly entered in dollars and cents, e.g., $24.15. Make your decimal points clear and distinct.
B. All Unit Prices must be the actual price per unit the State will pay for the specific item or service identified in this RFP and may not be contingent on any other factor or condition in any manner.
C. All calculations shall be rounded to the nearest cent, i.e., .344 shall be .34 and .345 shall be .35.
D. Every blank in every Financial Proposal Form shall be filled in. Any changes or corrections made to the Financial Proposal Form by the Offeror prior to submission shall be initialed and dated.
E. Except as instructed on the Financial Proposal Form, nothing shall be entered on or attached to the Financial Proposal Form that alters or proposes conditions or contingencies on the prices. Alterations and/or conditions may render the Proposal not reasonably susceptible of being selected for award.
F. It is imperative that the prices included on the Financial Proposal Form have been entered correctly and calculated accurately by the Offeror and that the respective total prices agree with the entries on the Financial Proposal Form.
G. If option years are included, Offerors must submit pricing for each option year. Any option to renew will be exercised at the sole discretion of the State and will comply with all terms and conditions in force at the time the option is exercised. If exercised, the option period shall be for a period identified in the RFP at the prices entered in the Financial Proposal Form.
H. All Financial Proposal prices entered below are to be fully loaded prices that include all costs/expenses associated with the provision of services as required by the RFP. The Financial Proposal price shall include, but is not limited to, all: labor, profit/overhead, general operating, administrative, and all other expenses and costs necessary to perform the work set forth in the solicitation. No other amounts will be paid to the Contractor. If labor rates are requested, those amounts shall be fully-loaded rates; no overtime amounts will be paid.
I. Unless indicated elsewhere in the RFP, sample amounts used for calculations on the Financial Proposal Form are typically estimates for evaluation purposes only. Unless stated otherwise in the RFP, the Department does not guarantee a minimum or maximum number of units or usage in the performance of this Contract.
J . Failure to adhere to any of these instructions may result in the Proposal being determined not reasonably susceptible of being selected for award.
Attachment F - Price Proposal
| ATTACHMENT B - FINANCIAL PROPOSAL | ||||||
| CONSOLIDATED SERVICE CENTER RFP #BPM057936 | ||||||
| MONTHLY COSTS | ||||||
| Description | Base Year 1 | Base Year 2 | Base Year 3 | Option: Year 1^ | Option: Year 2 | Total Contract Costs |
| Operational Fixed Fee* | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Total Per Year ( Monthly Cost x 12) | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Contract Total - Operational Fixed Fee | $ - 0 |
| Description | Fixed Unit Cost Base Year 1 | Fixed Unit Cost Base Year 2 | Fixed Unit Cost Base Year 3 | Fixed Unit Cost Option Year 1 | Fixed Unit Cost Option Year 2 | Total Fixed Unit Costs |
| Fixed Unit Price per Call (non Producer/Application Counselor Calls)** | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Fixed Unit Price for Producer/Application Counselor Calls *** | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Fixed Unit Price Per Chat**** | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Fixed Unit Price Per Secure Messaging***** | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 | $ - 0 |
| Contract Total - Fixed Unit Price per Call | $ - 0 | |||||
| Total Per Year ( Based off of 75,248 non Producer/Application calls per month, 17,237 chats per month, 6,500 secure messages and Producer/Application Counselor Calls per month******) |
Total Evaluated Proposed Price - 5 Years ( Contract Total Operational Fixed Fee + Contract Total Fixed Unit Price per Call) $ - 0
| * Operational Fixed Fee - A monthly payment for fixed and pass-through costs. Fixed costs to include facilities, infrastructure, equipment, security system monitoring, and key staff. Pass-through costs to include telephony line, circuit useage, telephony system and platform costs, workforce management and reporting and quality monitoring software. |
| ** Fixed Unit Price per Call (non Producer/Application Counselor Calls) - A fixed cost per handled call to include customer service representatives, team leads, supervisors, management (excluding key personnel staff), training, quality assurance, and support staff. Handled call is defined as a call where a CSR and a consumer interact for a period of 30 seconds or more. It does not include dropped calls less than 30 seconds, dead air or abandoned calls. Pricing proposal should assume an average handle time of 15 minutes per call. |
| *** Fixed Unit Price for Producer/Application Counselor Calls *** - A fixed cost per handled call to include customer service representatives, team leads, supervisors, management (excluding key personnel staff), training, quality assurance, and support staff. Handled call is defined as a call where a CSR and a Producer or Application Counselor interact for a period of 30 seconds or more. It does not include dropped calls less than 30 seconds, dead air or abandoned calls. Pricing proposal should assume an average handle time of 12 minutes per call. |
| ****Fixed Unit Price per Chat - A fixed cost per handled chat to include customer service representatives, team leads, supervisors, management (excluding key personnel staff), training, quality assurance, and support staff. Handled chat is defined as a call where a CSR and a consumer interact for a period of 30 seconds or more. It does not include dropped chats less than 30 seconds, non-responsive or abandoned chats. Pricing proposal should assume an average handle time of 10 minutes per chat. |
| *****Fixed Unit Price Per Secure Messaging - A fixed cost per handled chat to include customer service representatives, team leads, supervisors, management (excluding key personnel staff), training, quality assurance, and support staff. |
| ****** Please note these numbers are for evaluation purposes only and does not represent actual volume. |
| ^ Because the Option spans a full two-year duration, the amounts for Year 1 and Year 2 must be equal for the purpose of demonstrating the cost per month/year. |
Submitted By:
Authorized Signature: ____________________________________ Date: ________________________
Printed Name and Title: ___________________________________________________________________________________
Offeror Name:_________________________________________________________________________
Offeror Address: _______________________________________________________________________
FEIN: ____________________________________ eMM # ___________________________________
Offeror Contact Information: Telephone: (____) ____-- _____________Fax: (____) ____--__________
E-mail: ______________________________________________________________
To be submitted in Excel and PDF Format
File details come from the government source that posted it. Updated .