Bidder Questions and Answers_1.pdf

Executive Office of Labor & Workforce Development

MEMORANDUM

To: EOLWD/DUA Contact Center Adjunct Services SST From: EOLWD Contracts & Procurement Team Subject: Vendor Questions and EOLWD Responses Date: March 10, 2025

The following questions have been submitted through email and/or Commbuys. Attached are the EOLWD responses:

Question Subject Question SST Answer Whether companies from

Outside USA can apply for this? (like,from India or Canada)

No.

Whether we need to come over there for meetings?

The successful bidder doesn’t not need to appear in person. However, situations may arise that will dictate an in-person meeting.

Can we perform the tasks (related to RFP) outside USA?

(like, from India or Canada)

No.

Can we submit the proposals via email?

No, Proposals must be submitted through Commbuys

If this is a term contract subject to renewal, what is the term and the maximum number of option periods?

The term is for 6 months with one option to renew for 3 months. Totaling 9 months.

Has the current contract gone full term?

No

Has the current contract gone full term?

No

Who is the incumbent, and how long has the incumbent been providing the requested services?

DUA entered into a contract with FH Cann to provide emergency support since February 20th.

How are fees currently being billed by any incumbent(s), by category, and at what rates?

Monthly invoices should include number of CSRs from each tier and number of days on the project and DUA will compensate for eight (8) hours per day at the hourly rates for each CSR.

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

N/A

What is the minimum simultaneous inbound call capacity?

Currently, we have 1,066 inbound lines.

RFP calls for additional 2,500 so a total of 3,566 anticipated inbound lines.

What is the maximum hold time? Maximum queued time in Feb was 4 hours What percentage of inbound calls must be answered by a live operator?

100%

What percentage of calls must be resolved without a transfer, second call, or a return call?

DUA manages multiple phone queues with different transfer rates. Transfers varies daily.

What is the maximum percentage of calls that can be terminated by the caller without resolution?

No calls should be terminated without resolution. There is an escalation process if needed.

Is there a minimum or maximum number of operators and supervisors?

No

What are the required language options?

DUA uses Lionbridge for translation services including Spanish, Portuguese, Haitian Creole, Chinese, Vietnamese, Russian, Khmer, Lao, Italian, French, Korean, and Arabic.

Tier 2 agents should be providing service in Spanish, Portuguese and Cantonese.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

The recording requirements are set in the current platform. DUA retains call recordings for 13 months.

What information is to be included in call logs?

Vendor not required to maintain call logs.

DUA can obtain call log information through Five9.

What was your average monthly call volume over the past year?

Average monthly call volume was 253,265 over the past year

What is the current number of seats for operators and supervisors at your existing call center?

We currently have 65 full-time call agents, 5 agent supervisors and 140 vendor staff through an emergency contract.

What is the current average wait time for phone calls?

Less than 10 min.

What is the current average after-call work time for operators?

There is an ACW timeout set for agents of 60 sec

Over the past year, what is the percentage of calls received in English versus non-English?

English 92.1 % vs non-English 7.9 (if selection is not made default is English)

Over the past year, what percentage of calls received were in Spanish?

Spanish 6.5 % (if selection is not made default is English)

What time of day, days of the week, or times of the year do calls typically peak?

Time of Day 8:30 open; volume is higher on Mondays (Tue after holiday); peak periods mid Dec- mid Feb and late June-Sept

Can you please provide greater details on how proposals will be evaluated and how the selected vendor(s) will be chosen?

If this EOLWD has not determined the exact value of the many components comprising the remaining 75%. Suffice it to say, that 75% will be based to a large degree on the components set out in the RFR, including but not necessarily limited to the following

(1) the Bidder’s Overall Qualifications; (2) the Bidder's Fit to the Requirements of the RFR (3) the Product (i.e., overall bundle of services to be provided) Functionality proposed by the Bidder (4) the Bidder’s representation on Time for Delivery and Readiness to perform (5) the cost of the Bidder’s solution, and (6) if applicable, the Bidder’s in-person presentation.

Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

We will accept other pricing methods for review.

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

N/A

Will the state consider a 100% cloud-based fully remote call center solution with a work from home staffing model for this opportunity?

Yes

Will a hybrid onsite and remote staffing solution be considered as valid for this opportunity?

Yes

Solution Pathways Does EOLWD/DUA want proposals for both options laid out in the RFR; Bidder Contact Center Solution Pathway and DUA Contact Center Solution Pathway including costing for each, or one recommended path with solutions and cost for that one path?

DUA will accept and review proposals for both options.

Contract Period Per the RFR, the contract length is listed as a base period of 6 months, with two options to renew up to 3 months, which would bring the total potential contract length for a total of 12 months. However, the total maximum contract duration is capped at 9 months. Can EOLWD/DUA confirm if the maximum potential contract length should be 12 months?

9 Months. There is one renewal option for 3 months.

Scoring The RFR mentions that at least 25% of evaluation points are based off bidders�?? supplier diversity plan. Can EOLWD/DUA please provide an evaluation rubric/points for the rest of the 75% of evaluation?

EOLWD has not determined the exact value of the many components comprising the remaining 75%. Suffice it to say, that 75% will be based to a large degree on the components set out in the RFR, including but not necessarily limited to the following

(1) the Bidder’s Overall Qualifications; (2) the Bidder's Fit to the Requirements of the RFR (3) the Product (i.e., overall bundle of services to be provided) Functionality proposed by the Bidder (4) the Bidder’s representation on Time for Delivery and Readiness to perform (5) the cost of the Bidder’s solution, and (6) if applicable, the Bidder’s in-person presentation.

OSD Business Reference Form

Form1-RFR Response Form says that �??References must be

Please see the Business Reference Form in the Attachments Tab submitted in the format specified on the OSD business reference form, which will be an Attachment in COMMBUYS.�??

We did not see this form available for download in COMMBUYS. Can EOLWD/DUA please provide this form, or tell us the name of the form if already available on

COMMBUYS?

Memorandum