Attachment D - Technical Proposal Instructions and Evaluation Criteria.pdf

ATTACHMENT D

Technical Proposal Instructions and Evaluation Criteria

The Respondent shall prepare and submit its Technical Proposal according to the instructions in the RFP document and criteria provided in this Attachment and Attachment M, Technical Proposal Response.

A. Technical Proposal Instructions

1. The Respondent shall use Attachment M, Technical Proposal Response, as provided to submit its Technical Proposal. Attachment M shall be converted to a PDF document before submitting. The Respondent shall submit one PDF document using Attachment M, Technical Proposal Response. Do not insert hyperlinks in the Technical Proposal Response PDF document. Hyperlinks will not be accessed by the Department and linked content will not be considered or scored. See RFP section 3.2. 4. Terms and Conditions.

The Respondent shall not exceed the specified character limit in its description of proposed solutions within Prompts 1 through 7.

Respondents shall only input text into the space provided for responses to Prompts 1 through 7. Respondents shall not submit cover pages, cover letters, or table of contents.

These and any additional files, tables, links, graphics, and other information provided outside the character limits are not permitted and will not be submitted to evaluators or scored.

2. The PDF document shall be labeled RespondentName_TechnicalProposal_AttachmentM.

3. The Respondent is required to demonstrate experience and capabilities relevant to the delivery of Contact Center Services. The submitted Technical Proposal Response should include information that the Respondent determines is the best representation of Respondent's experience and solution.

4. For the Proposed Solution portion of the Technical Proposal Response, the Respondent shall provide a detailed description of its proposed solution for delivering Contact Center Services, including the capacity to deliver services statewide and offer a diverse range of expertise and skills.

5. The Respondent may submit a redacted copy of its Technical Proposal Response pursuant to section 3.2, subsection 19, Public Records, of the RFP. Should the Respondent wish to submit a redacted copy of its Technical Proposal Response, the Respondent must submit it in the applicable area of the Business Network before the deadline to submit proposals, as outlined in RFP section 1.1, Timeline of Events, or as modified by addenda.

B. Technical Proposal Evaluation Criteria

Technical Proposal Available Points

4.1 General 220 Points

4.2 Automatic Call Distribution 80 Points

4.3 Auto-Attendant and Interactive Voice Response 80 Points

4.4 Reporting and Analytics 100 Points

4.5 Recording 40 Points

4.6 Workforce Management 100 Points

4.7 Miscellaneous 40 Points

Total Available Points for Technical Proposal 660 points

1. Proposed Solution Prompt 1 – General – 220 Available Points The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.1, General, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets. Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points

Respondent’s proposal does not demonstrate the Respondent’s ability to provide Contact Center Services statewide and to offer diverse knowledge and skillsets.

Respondent’s proposal demonstrates that the Respondent has poor ability to provide Contact Center Services statewide and to offer diverse knowledge and skillsets

Respondent’s proposal demonstrates that the Respondent has an adequate ability to provide Contact Center Services statewide and to offer diverse knowledge and skillsets.

Respondent’s proposal demonstrates that the Respondent has good ability to provide Contact Center Services statewide and to offer diverse knowledge and

Respondent’s proposal demonstrates that the Respondent has exceptional ability to provide Contact Center Services statewide and to offer diverse knowledge and

2. Proposed Solution Prompt 2 – Automatic Call Distribution – 80 Available Points described in section 4.2, Automatic Call Distribution (ACD), of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets. Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and

3. Proposed Solution Prompt 3 – Auto-Attendant and Interactive Voice Response – 80

Available Points The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets. Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and

4. Proposed Solution Prompt 4 – Reporting and Analytics – 100 Available Points described in section 4.4, Reporting and Analytics, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets.

Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and

5. Proposed Solution Prompt 5 – Recording – 40 Available Points described in section 4.5, Reporting, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets. Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and

6. Proposed Solution Prompt 6 – Workforce Management – 100 Available Points described in section 4.6, Workforce Management, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets.

Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and

7. Proposed Solution Prompt 7 – Miscellaneous – 40 Available Points described in section 4.7, Miscellaneous, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets. Respondent may demonstrate its proposed solution by providing relevant information for consideration including, but not limited to, describing a general approach to how Contact Center Services will be provided, describing staffing levels, including number of employees within the organization, current organization, relevant certifications, etc. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements contained in all sections of Attachment A, Scope of Work.

Evaluators will use the following when scoring each question in the Proposed Solution section:

How well does the Respondent’s proposed solution demonstrate its ability to carry out Contact Center Services?

Evaluation Criteria Points to provide Contact Center Services statewide and to offer diverse knowledge and