Bidder Questions and Answers_2.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 1 On Form 1 - RFR Response

Form, section II. References is "not marked" indicating references are not required.

Would the state prefer for the vendor to include references even if they are not required?

Please fill out the Business Reference From located in the Attachments Tab

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

Yes

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

Yes

4 Start Date What is the anticipated start date for this contract?

Estimated start date between April 15, 2025 and May 1, 2025

5 Training Materials Will the selected vendor receive training materials to support implementation?

Yes

6 Training What is the expected duration of training for this project?

1-2 weeks.

7 General Can you clarify whether the project start date is April 18 or May 1, 2025?

Estimated start date between April 15, 2025, and May 1, 2025

8 General Can you clarify if there will be one or two three-month extensions? If there are two extensions, could the contract be extended until April 30, 2026?

Only one 3 – month extension. Contract will be for a maximum of 9 months

9 General What is the expected go-live date for agents to start taking calls?

Our goal is to have training begin on or about April 15th with agents beginning to field calls on or about April 22.

10 Current Vendor Is there a current vendor providing this service? If so, how long have they been under contract?

Yes. The current vendor is engaged through an emergency contract, in place since February 2025.

11 Budget Is there a designated budget for this project?

Yes

12 Current Billing How are fees currently structured and billed for this service?

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.

13 Contract Terms The estimated contract term includes an initial 6-month period with two 3-month extensions, totaling a maximum of 9 months. Was the intent to allow for a maximum of 12 months instead?

Only one 3 – month extension. Contract will be for a maximum of 9 months

14 Contract Terms Is there a possibility of extending the contract beyond 12 months?

No

15 Vendor Preference

To what extent will preference be given to vendors based in Massachusetts?

Preference will be given to vendors based in Massachusetts

16 Vendor Preference

Will vendors with an existing working relationship with Massachusetts agencies receive any preference?

Yes

17 Diversity If a business is certified as diverse in another state by a 3rd party organization, will it still be considered diverse for this project?

Yes, as long as it is certified in accordance with the Commonwealth’s Recognition as a Third-Party Certified Business, an out-of-state business can be considered diverse for this project.

18 Local Agents Will preference be given to vendors that employ local agents located in Massachusetts

Yes

19 General Will the vendor have access to all management functions in the Five9 instance, allowing for dashboard review, reporting, call recordings, and listening for QA purposes?

Yes, these functions are available under the supervisor role in Five9.

20 General Are there any additional vendor costs for using MA DUA’s language line?

No

21 General What percentage of daily calls are Spanish speaking?

Over the past year, English 92.1 % vs non- English 7.9 (if selection is not made default is English)

22 General Can you clarify the expected average hold times as either 10 or 9.5 minutes?

The expectation is that hold time will be less than 10 minutes.

23 General Are there peak call times during the day or week?

Time of Day 8:30 open; volume is higher on Mondays (Tue after holiday)

24 General Are there any restrictions on U.S. remote work locations?

Workers must be in the 48 contiguous states.

25 General Do all agents need to be U.S.

based?

Yes

26 ASA Could you clarify the target 15-minute Average Speed to Answer (ASA) requirement?

Over a given period, the selected vendor must ensure that the average time a call waits before speaking with an agent does not exceed 15 minutes.

27 Contact Center In the statement of work requirement A2, you propose utilizing DUA's current 120-seat contact center platform.

Is there an associated cost for this?

No

28 Start Date The RFR states that all agents should be trained and ready to begin working 4/18 with notice of award of 4/4. Please confirm those dates.

We will try to meet those date as expeditiously as possible.

https://www.mass.gov/how-to/applyverify-for-recognition-as-a-third-party-certified-business https://www.mass.gov/how-to/applyverify-for-recognition-as-a-third-party-certified-business

29 Pricing The RFR states the pricing method of fixed cost or not to exceed. Considering the information on training and the current internal systems and processes are not available for the response, will other pricing methods be accepted?

We will accept other pricing methods for review.

30 Call Center Will this call center be a new entity or an add-on to a current call center?

This will be to supplement our existing contact center as DUA modernizes the current legacy system to a new platform.

31 AHT In general, what was the AHT of calls in 2023 and 2024?

The AHT for 2023 was 10:59 and AHT for 2024 was 9:05

32 System Maintenance

Will the vendor be responsible for system maintenance and integration during the contract?

The vendor will be responsible for its own system maintenance. Vendor will be provided access to DUA system.

33 Project Upgrades and Changes

Will the vendor be responsible for upgrades and changes to the business process during the length of the project?

The vendor will be responsible for adhering to any new business process changes that DUA may implement during the project. DUA will ensure the selected vendor is trained on any new processes, if applicable.

34 Form 1 Subsection II. References, Page 1, Provide References

Form 1 states, if marked, bidder must describe three references. This was not marked in the Form;

however, the RFR also discusses references. Please confirm if references are required and where they should be included.

Please fill out the Business Reference From located in the Attachments Tab

35 Form 1 and SOW Template, Page 1, Required Documents

Please confirm and list which documents are required as part of our submission.

All forms listed in the “Required Forms” Attachment plus the Business Reference Form (located in the attachments tab)

36 RFR for Contact Center Operations_Final, Page 1, Proposal Outline

Please confirm Vendors are only required to agree to the Statement of Work Template and do not need to provide a line-by-line breakdown stating compliance.

Correct. Bidders are only required to agree to the Statement of Work Template and do not need to provide a line-by-line breakdown stating compliance.

37 Form 1 and SOW Template, RFR for

The SOW has a different contract number than the

The RFR bid number and the number on the SOW template are both BD-25-1043-

Contact Center Operations_Final, Page 1, Contract Number

RFR. Please verify the correct contract number.

32500-113281. Nevertheless, the SOW attached to the bid is just a template.

38 SOW Template, Page 1, Required Forms

The SOW template is a sample agreement between the EOLWD/DUA and the selected Vendor. Please confirm this should be redlined and signed after award.

Include a redline version of the Statement of Work.

39 Form1, Subsection V Cost Response, Page 2, Form 2

The EOLWD/DUA has noted Form 2 is to be redlined;

however, Form 2 is the SOW Template in the attachments and does not need redlining.

Please clarify and provide Form 2 if different than the SOW Template for redlining.

Include a redline (track changes) version of the Statement of Work (Attachment #5).

40 RFR for Contact Center Operations_Final, Subsection I.

General Procurement Information, Page 2, Eve

What is the anticipated go live date (i.e., agents taking live calls)?

The new system launch is scheduled for May 6th. DUA would like to have agents on the phones taking calls before then to get acclimated to DUA claimant calls.

40.5 Form 1, Page 3, Cost Table

Form 1, Page 3, Cost Table RFR Form 1 includes a cost table that does not match the cost table in the RFR SOW template. Please confirm which table Vendors should be using.

We will accept other pricing methods for review.

41 Required forms, Page 3, Business Response Template

Please provide the Business Template as it was not included with the RFR documents.

Please fill out the Business Reference From located in the Attachments Tab.

42 Required forms, Page 3, Cost Template

Please provide the Cost Template as it was not included as part of the RFR documents.

We will accept other pricing methods for review.

43 RFR for Contact Center Operations_Final, What is the name of your current Vendor and has the contract gone full term?

FH Cann. The current vendor is engaged through an emergency contract, in place since February 2025.

Subsection I.

General Procurement Information, Page 3, Cur

44 RFR for Contact Center Operations_Final, Subsection I.

General Procurement Information, Page 3, Cur

What is the current Vendor’s committed SDP spend and has this been achieved?

N/A as we are currently in an emergency contract.

45 RFR for Contact Center Operations_Final, Subsection III.

Estimated Term, Page 3, Estimated Terms

Please confirm the contract term and if there are extensions available? The table provided outlines 9 months, whereas the text states 6 months with renewal of 6 months.

Only one 3 – month extension. Contract will be for a maximum of 9 months

46 RFR for Contact

Operations_Final, Subsection III.

Estimated Term, Page 3, Term of Contract

Is there interest for a potential long-term engagement at the end of the 9-month contract period?

Not at this time.

47 RFR for Contact Center Operations_Final, Subsection IV.

Bidder Qualifications, Item: Knowledge of M

Please clarify and provide additional details regarding the insurance requirements for the Knowledge of MGL C 151A. Our broker needs to know the specifics of the requirement to ascertain if we meet the standards.

MGLc 151A is the Massachusetts Unemployment insurance statute. The bidder must have a rudimentary knowledge of how unemployment insurance works.

48 RFR for Contact Center Operations_Final, Subsection IV.

Bidder Qualifications, Item: Knowledge of M

Please confirm a Certificate of Insurance is not required as part of the response package and that selected Vendor can provide upon contract award.

A Certificate of Insurance is not required as part of the RFR response. The selected Bidder will be required to produce the certificate upon contract award.

49 RFR for Contact Center Operations_Final, Subsection IV.

Does the State require this contract to be worked in the State of Massachusetts? If so, are all employees required to

The vendor must have staff within the 48 contiguous states.

Bidder Qualifications, Page 4, Location work in the agency’s location?

50 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 4, CRM

Is the Vendor required to have its own CRM platform?

No.

51 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 4, Hardw

Please confirm and list all hardware and software the Vendor should provide and what is necessary.

The vendor must deliver a fully functional solution. Vendor must provide all hardware associated with a contact center (e.g., headsets, workstations, servers).

52 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 4, Staff

Can the selected Vendor use remote staff located outside of Massachusetts?

Yes, the vendor must have staff within the 48 contiguous states.

53 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work

Please confirm Vendors do not have to have a physical operate location based in the Commonwealth.

The vendor must have staff within the 48 contiguous states.

54 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 4, Train

How long do you anticipate training to be?

Depends on vendor experience but approximately 1-2 weeks

55 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work

Please confirm training is billable.

Yes

Requirements, Page 4, Train

56 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 7, Infor

Please list and confirm all the provided solutions the Vendor would access?

Vendor will have access to DUA solutions (e.g., EMT a browser-based software used by the EMT to manage and maintain claimant data, transactions and records and review basic information related to claimants, to track calls, perform basic account management functions/activities.

57 RFR for Contact

Operations_Final, Subsection B. Call Flow/ Contact Center Solution Platform R

Will the EOLWD/DUA provide all translations and recordings for the IVR? Or is there an expectation of the EOLWD/DUA that the Vendor perform all recordings and translations?

DUA will provide recordings for IVR.

However, there may be situations that arise that will require vendor to provide IVR recordings.

58 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 7, Infor

Please describe how the Vendor would access each of the EOLWD/DUA-provided solutions? EMT was mentioned as browser based, please describe the others.

Vendor will have access to the EMT system.

59 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work Requirements, Page 7, Opera

Please confirm the EMT will be the operating system. If no, should the Vendor provide their own?

EMT is the new core system for DUA.

Vendor does not need to provide one.

60 RFR for Contact Center Operations_Final, Subsection V.

Statement of Work

Please elaborate and provide additional details and expectations regarding the information clearinghouse process.

The vendor must serve as an information hub. Providing clear and accessible guidance to new and existing claimants.

The vendor must be able to support basic account activity such as updating contact information, verifying account status, guiding claimants through basic claim management actions. This does NOT include making eligibility determinations or complex claims processing, 61 SDP Commitment Per Section VIII of the RFR, the minimum acceptable Total SDP Commitment in response to this solicitation shall be 1%. Does EOLWD/DUA have an SDP goal for bidders to receive maximum evaluation points?

If not, how will the evaluation points for SDP commitment be calculated?

Because there are so many factors to be considered in the SDP plan, EOLWD does not have a specific percentage goal in mind. However, a higher overall SDP commitment with an emphasis on Subcontracting will be viewed more favorably. In additional to a healthy percentage committed to spend with diverse suppliers, and although listed as Optional, a Bidder’s response describing its best practices vis-a-vis diverse spend, and additional supplier diversity initiatives, will also help move the needle towards maximum evaluation points.

62 General Can we submit a cover letter with Form 1 RFR Response Form as part of our response?

The RFR does not prohibit a cover letter.

Feel free to include a cover letter with your response.

63 General Is there a page limit for Form 1 RFR Response Form?

The RFR did not specify a page limit, but Bidders should supply only the information necessary for a thorough, complete and persuasive bid.

64 KB/FAQ Is this intended to be a public facing knowledge base for self service and/or FAQs?

The vendor must serve as an information hub. Providing clear and accessible guidance to new and existing claimants.

The vendor must be able to support basic account activity such as updating contact information, verifying account status, guiding claimants through basic claim management actions. This does NOT include making eligibility determinations or complex claims processing, 65 KB/FAQ Will DUA be providing or contributing information/date for this knowledge base?

Training and timeline will be provided to the vendor.

66 Vendor supplied platform

Does the vendor system need to be FedRAMP certified?

No.

67 DUA supplied platform

If using a vendor provided contact center, would a real time dashboard be an adequate alternative to providing management access to the contact center?

DUA would accept a real time dashboard but reserve its right to access contact center in case of emergency or critical operational need.

68 Vendor supplied platform

If using a vendor provided contact center, how long will

DUA retains call recordings for 13 months.

call recordings need to be stored?

69 Escalation pathways

What is the nature of this escalation? Is this a cold or warm transfer?

DUA has an escalation process that sometimes includes warm transfers to other business units.

70 Escalation pathways

What is the estimated percentage of calls that would need to be transferred?

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

71 Training Will DUA provide training materials?

Yes

72 Training Will DUA provide resources for a train the trainer scenario?

Yes

73 Case management Will the connection to DUA provided case management solution require a VPN or similar type connection? If so, please elaborate.

No, DUA uses a web-based solution.

74 Background check How long does an average agent take to clear the applicable background checks?

LWD will provide guidelines related to background checks however, the vendor will be responsible for conducting the checks and will drive the timeline.

75 SLA Are their financial penalties or incentives related to SLA performance?

There are no penalties or incentives.

However, the department may opt to terminate if performance isn’t met.

76 Staffing leadtimes For a planned surge, what will be the lead time to add new agents?

Pursuant to a collective bargaining agreement, DUA will never exceed 140 agents.

77 Background Checks

Will the department require fingerprinting as a part of background checks?

No.

78 Training What is the anticipated training time?

1-2 weeks

79 Staffing Does the department have staff location preferences?

No.

80 Training Is training content provided and delivered or is the vendor expected to develop training material?

Training content is provided and delivered.

81 Training What is the anticipated scope and duration of the training?

1-2 weeks. Training content will be provided to the vendor.

82 Training Will train the trainer be completed?

Yes

83 Staffing Will the department be looking for different tiers of

Yes. Tier 1 and Tier 2 agents. Tier 2 agents should be providing service in Spanish, Portuguese and Cantonese agents, and if so please define?

84 Operations Does the current IVR offer a queued callback feature?

Yes

85 Operations How does the department anticipate the vendor coordinating with existing DUA staff?

The Department will coordinate training with the selected vendor.

86 General Can vendors submit a cover letter along with their proposal?

Yes.

Memorandum