Attachment D - Technical Proposal Instructions and Evaluation Criteria REVISED 3.31.2026.docx

REVISED 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 Attachments M1 and M2.

A. Technical Proposal Instructions

1. The Respondent shall use the corresponding Attachment M Attachments M1 and M2, Technical Proposal Response, as provided to submit its Technical Proposal. Attachment M Individual Attachments M1 and M2 shall be converted to a PDF document before submitting. The Respondent shall submit one PDF document for each Service Category for which the Respondent intends to respond using the corresponding 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 for each Service Category for which the Respondent intends to respond.

Respondents shall only input text into the space provided for responses to Prompts 1 through 7 for each Service Category for which the Respondent intends to respond. 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(Service Category #).

3. The Respondent is required to demonstrate experience and capabilities relevant to the delivery of Contact Center Services for each Service Category for which the Respondent intends to respond. The submitted Technical Proposal Response(s) 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(s), the Respondent shall provide a detailed description of its proposed solution for delivering Contact Center Services for each Service Category for which the Respondent intends to respond, 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(s) 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(s), 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

The following scoring rubric will be applied to each Service Category to which the Respondent responds separately.

1. Proposed Solution Prompt 1 – General – 220 Available Points Per Service Category Offered 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

2. Proposed Solution Prompt 2 – Automatic Call Distribution – 80 Available Points Per Service Category Offered The Respondent should fully describe its proposal for carrying out Contact Center Services as 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

3. Proposed Solution Prompt 3 – Auto-Attendant and Interactive Voice Response – 80 Available Points Per Service Category Offered 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

4. Proposed Solution Prompt 4 – Reporting and Analytics – 100 Available Points Per Service Category Offered The Respondent should fully describe its proposal for carrying out Contact Center Services as 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

5. Proposed Solution Prompt 5 – Recording – 40 Available Points Per Service Category Offered The Respondent should fully describe its proposal for carrying out Contact Center Services as 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

6. Proposed Solution Prompt 6 – Workforce Management – 100 Available Points Per Service Category Offered The Respondent should fully describe its proposal for carrying out Contact Center Services as 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.

7. Proposed Solution Prompt 7 – Miscellaneous – 40 Available Points Per Service Category Offered The Respondent should fully describe its proposal for carrying out Contact Center Services as 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, for each Service Category for which the Respondent intends to respond. 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?

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 skillsets.