Attachment F - Mandatory Requirements Checklist RFP 758 2700000097.xlsx
XLSX spreadsheet 20 KB Posted
- Attached to
- Contact Center as a Service RFP
- Solicitation number
- RFP 758 2700000097 1
- Issued by
- Kentucky
About this file
Attachment F - Mandatory Requirements Checklist
This file is a mandatory requirements checklist for Kentucky's Contact Center as a Service RFP (Request for Proposal 2700000097). The checklist serves as an evaluation tool to ensure that all bidders submitting proposals meet the essential compliance and operational requirements established by the state. The document outlines the specific mandatory criteria that must be satisfied for a proposal to be considered responsive and eligible for award consideration.
The mandatory requirements checklist details the threshold conditions and qualifications that prospective vendors must demonstrate, including compliance with state regulations, technical capabilities, operational standards, and administrative requirements. Bidders are required to certify their ability to meet each identified mandatory requirement as part of their proposal submission. Failure to satisfy any of the mandatory requirements may result in proposal rejection, regardless of pricing or other evaluation factors. This checklist functions as a critical screening mechanism to establish baseline qualification standards for organizations seeking to provide contact center services to the Commonwealth of Kentucky.
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Sheet1 Attachment F - Mandatory Requirements Checklist RFP 758 2700000097 Contact Center as a Service (CCaaS)
(Mandatory requirement means a condition set out in the specifications or statement of work that must be met without exception.)
Offeror shall indicate compliance with each mandatory requirement by responding YES. Proposals that do not meet all mandatory requirements shall be deemed non responsive and shall not be considered. Attachment F should be submitted with the Technical Proposal.
| SECTION 3 MANDATORY REQUIREMENTS | RFP TEXT | YES | NO |
| 3.1 Contact Center as a Service (CCaaS) System | The proposed solution must comply with all CMS conditions and standards to ensure eligibility for federal funding of Medicaid-related systems. | ||
| 3.1.1.E.2 Compliance and Ownership | 45 CFR 95.617, which grants all ownership rights in the software or software modifications thereof and associated documentation designed, developed, or installed with federal financial participation to the Commonwealth or must meet the Proprietary software guidelines. | ||
| 3.1.4.B.2 Migration and Setup | Migrate TFNs, DIDs, IVRs, and call flow logic. IVR scripts should be recorded using professional voice talent or Text-to-Speech (TTS) technology and must be available in both English and Spanish. | ||
| 3.1.4.B.8 Migration and Setup | At a minimum, three (3) years of imported data must be accessible in real time. | ||
| 3.1.6.3 Regulatory or Legislative Changes | Section in its entirety | ||
| 3.2 Contact Center Operations | The vendor acknowledges that the Commonwealth’s operational environment may change prior to contract commencement and agrees that all such changes shall be considered within the scope of this agreement. The Commonwealth will not incur any additional costs or change orders for the migration or support of the environment in its “as-is” state at the start of the contract. | ||
| 3.2.1 General Contact Center Staffing Requirements | Section in its entirety | ||
| 3.2.2.C.4 | CHFS has access to language translation services vendors for non-English languages. In the event the vendor needs to utilize these services for languages not supported by the vendor’s solution, the vendor will be responsible for all associated costs. | ||
| 3.2.2.E.7 Contact Handling Requirements | Provide robust, seamless translation support that must be continuous throughout the duration of an interaction, including escalated interactions. | ||
| 3.2.4.B.3 | CHFS provides a laptop, monitor, and headphones for augmented staff. When the staff is no longer assigned to the agency, the staff will promptly return all equipment provided by the Commonwealth. If the equipment is not returned in a timely manner, the vendor will be charged for the actual replacement cost, which will be determined at the time the event occurs. | ||
| 3.3.1.6.F Vendor Offshore Staff Resources and Data Handling | Section in its entirety | ||
| 3.3.3.3.C Data Breach Notification and Remedies Requirements | Report any suspected or confirmed data breach to both the CHFS contract representative and the CHFS Information Security Representative. The report must include the nature of the breach, affected individuals and data types, mitigation efforts, and investigation status. | ||
| 3.5 Payment Requirements and Service Level Agreements | No payment shall be made for non-compliant services or invoices. | ||
| 3.5.2.B Service Level Credits | The Vendor shall not be subject to penalties, reductions, damages, or other compensation for delays attributable solely to the action or inaction of the Agency or force majeure events. For purposes of this provision, “factors outside of the Vendor’s control” shall not include the actions, omissions, or failures of any subcontractor, supplier, or other entity engaged by the Vendor, all of which shall be considered within the Vendor’s control. | ||
| 3.5.3 Performance-Based Penalties | If the Cabinet elects not to exercise a penalty clause, this shall not be construed as a waiver of the Cabinet’s right to pursue the future assessment of any performance standard requirement and associated penalties. |
Attachment F - Mandatory Requirements Checklist RFP 758 2500000148
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