Call Center Attachment B Price Proposal Form- SCM Rev. 4.16.24(FINAL).xlsx
XLSX spreadsheet 31 KB Posted
- Attached to
- Call/Contact Center Services
- Solicitation number
- BPM035353
- Issued by
- Anne Arundel County, Maryland
About this file
This document is the Attachment B Price Proposal Form and Instructions for the Statewide Call/Contact Center Services RFP No. 001B3600088 / BPM035353 issued by the State of Maryland. The RFP seeks to establish a contract for statewide call/contact center services, including setup of 10-12 programs during the transition period, 5-10 additional programs over the 5-year base contract term, and 5 programs during the 2-year option period. Pricing is requested for various services such as programming charges, CSR call/contact time, extended hours, automated services, printing, photocopying, materials storage, and brochure mailing.
The pricing instructions detail the requirements for completing the Financial Proposal Form, including that all unit and extended prices must be clearly entered, that the Offeror shall not alter the form, and that any incorrect entries may result in the proposal being rejected. The form includes estimated volumes for evaluation purposes, with the actual invoicing and payment based on the actual services provided. Pricing is requested for the 5-year base contract term as well as the 2-year option period.
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Instructions Attachment B - Financial Proposal Form and Instructions Statewide Call/Contact Center Services RFP No. 001B3600088 / BPM035353
| In order to assist Offerers in the preparation of their Financial Proposal and to comply with the requirements of this solicitation, Financial Proposal Instructions and a Financial Proposal Form have been prepared. Offerers shall submit their Financial Proposal on the Financial Proposal Form in accordance with the instructions on the Financial Proposal Form and as specified herein. Do not alter the Financial Proposal Form or the Proposal may be determined to be not re asonably susceptible of being selected for award. The Financial Proposal Form is to be signed and dated, where requested, by an individual who is authorized to bind the Offeror to the prices entered on the Financial Proposal Form. |
| The Financial Proposal Form is used to calculate the Offeror's TOTAL Proposal PRICE. Follow these instructions carefully when completing your Financial Proposal Form. |
| A) All Unit and Extended Prices must be clearly entered in dollars and cents, e.g., $24.15. All calculations shall be rounded to the nearest cent, e.g., .344 shall be .34 and .345 shall be .35. |
| B) All Unit Prices must be the actual price per unit the State will pay for the specific item or service identified in this RFP and may not be contingent on any other factor or condition in any manner. |
| D) Any goods or services required through this RFP and proposed by the vendor at No Cost to the State must be clearly entered in the Unit Price. If appropriate, and Extended Price with $0.00. |
| E) Every blank in every Financial Proposal Form shall be filled in. Any changes or corrections made to the Financial Proposal Form by the Offeror prior to submission shall be initialed and dated. |
| F) Except as instructed on the Financial Proposal Form, nothing shall be entered on or attached to the Financial Proposal Form that alters or proposes conditions or contingencfies on the prices. Alterations and/or conditions may render the Proposal not reasonably susceptible of being selected for award. |
| G) It is imperative that the prices included on the Financial Proposal Form have been entered correctly and that the respective total prices agree with the entries on the financial Proposal Form. Any incorrect entries or inaccurate calculations by the Offeror will be treated as provided in COMAR 31.05.03.03F and may cause the Proposal to be rejected. Formulas have been incorporated by the State to automatically calculate all extended prices. |
| H) If option years are included, Offerors must submit pricing for each option year. Any option to renew will be exercised at the sole discretion of the State and comply with all terms and conditions in force at the time the option is exercised. If exercised, the option period shall be for a period identified in the RFP at the prices entered in the Financial Proposal Form. |
| I) All Financial Proposal prices entered are to be fully loaded prices that include all costs/expenses associated with the provision of services as required by the RFP. The Financial Proposal price shall include, but is not limited to, all: labor, profit/overhead, general operating, administrative, and all other expenses and costs necessary to perform the work set forth in this solicitation. No other amounts will be paid to the Contractor. If labor rates are requested, those amounts shall be fully loaded rates; no overtime amounts will be paid. |
| J) Unless indicated elsewhere in the RFP, sample amounts used for calculations on the Financial Proposal Form are typically estimates for evaluation purposes only. Unless stated otherwise in the RFP, the Agency does not guarantee a minimum or maximum number of units or usage in the performance of the Contract. |
| K) Failure to adhere to any of these instructions may result in the Proposal being determined not reasonably susceptible of being selected for award. |
| L) Although this is not a new service for the State, historical volumes are not available. The volumes listed on the 1.3 Unit Pricing tab are for evaluation purposes only; the State makes no commitment as to the actual quantities of services furnished under this RFP. |
| NOTE: The Contractor's invoicing and the State's payment will be based on actual volumes, not the evaluated price. |
1.2 Pricing Description
Attachment B - Financial Proposal Form and Instructions Statewide Call/Contact Center Services RFP No. 001B3600088 / BPM035353
| 1.2 PRICING DESCRIPTION | ||
| Item | Unit | Description of Pricing Element |
| INITIAL SETUP | $ per each New Program Setup - One Time Charge | A One Time Fee for setup of each Recipient Agency program. Estimated number of programs to be set up are 10-12 during the Transition In Period, 5-10 additional programs over the remaining 5-year base contract term, and 5 programs during the 2-year option period. This fee is applicable to the setup of a program not previously setup by the Contractor. The initial setup fee is to include all one time charges to setup the new program including: |
• Consultation with the agency contact to understand the program being setup
• CSR script development and preparation
• Development of CSR Training
• Call Center system configuration and readiness to receive program calls o Automated Attendant, IVR, and ACD configuration and setup o CTI programming and deployment, and any associated setup costs.
o Initial and ongoing training of CSR and support staff’s and any other initial setup costs.
| PROGRAMMING CHARGES | $ per Hour | Major change to existing program’s script or operations that require significant reconfiguration of Automated Attendant, IVR, CTI, or ACD. |
| CSR/CONTACT TIME | $ per Minute | Live CSR time on call & wrap-up work for Inbound and/or Outbound calls. This charge does not include Automated Attendant, IVR, or initial hold time in queue. Includes both Inbound and or outbound calling, after-call work, agent email activities, and call backs. |
| EXTENDED HOURS | $ per Minute | Live CSR time on call & wrap-up work for Inbound and/or Outbound calls during special hours of operation required on various days/evenings and weather-related or other emergency closures declared by the Governor and approved by Recipient Agencies, including State Holidays and Election Days (Primary / General). |
This charge does not include Automated Attendant, IVR, or initial hold time in queue. Includes both Inbound and or outbound calling, after-call work, agent email activities, and call backs.
| AUTOMATED SERVICES | $ per Minute | Caller transactions handed via automated attendant menu trees, and /or automated voice responses (e.g. IVR transactions, and automated attendant routing). Time for initial announcement or entrance message is not chargeable. Queue and/or wait time is not chargeable. |
| PRINTING | $ per Page | Laser printing of documents as requested by agency as part of the fulfillments services |
| PHOTOCOPYING | $ per Page | Photocopying of pages as requested by agency as part of the fulfillments services |
| MATERIALS STORAGE | $ per Year | Price per 18" x10" x 15", Standard 8.5 x 11, 5000 sheet box of stored fulfillment materials |
| BROCHURE MAILING | $ per Unit | Charge for multipage brochure, 1-5 page documents, and/or information kits that require package assembly, collation of materials, and mailing. Price per each assembled package |
1.3 Unit Pricing
Attachment B - Financial Proposal Form and Instructions Statewide Call/Contact Center Services RFP No. 001B3600088 / BPM035353
| 1.3 UNIT PRICING | ||
| Item | Unit Price - A | |
| Year 1 - Year 5 | Unit Price - B |
Option Year 1 & 2 [Yrs. 6 &7]
INITIAL SETUP $ - 0 $ - 0
PROGRAMMING CHARGES $ - 0 $ - 0
CSR CALL/CONTACT TIME $ - 0 $ - 0
EXTENDED HOURS $ - 0 $ - 0
AUTOMATED SERVICES $ - 0 $ - 0
| PRINTING | $ - 0 | $ - 0 |
| PHOTOCOPYING | $ - 0 | $ - 0 |
| MATERIALS STORAGE | $ - 0 | $ - 0 |
| BROCHURE MAILING | $ - 0 | $ - 0 |
YEARLY CALCULATIONS USING VOLUME ESTIMATES- No Entry Below this Line
| YEAR 1 - YEAR 5 | |||||
| Item | Unit Price - A | ||||
| Year 1 - Year 5 | Estimated Volume | Annual Price | |||
| INITIAL SETUP * | $ - 0 | 12 | $ - 0 | ||
| *Estimated number of programs to be set up during the Transition In Period. | |||||
| INITIAL SETUP ** | $ - 0 | 10 | $ - 0 | ||
| **Estimated number of additional programs to be set up over the remaining 5-year base contract term. | |||||
| PROGRAMMING CHARGES | $ - 0 | 4 | $ - 0 |
CSR CALL/CONTACT TIME $ - 0 310,000 $ - 0
EXTENDED HOURS $ - 0 155,000 $ - 0
AUTOMATED SERVICES $ - 0 750 $ - 0
| PRINTING | $ - 0 | 500 | $ - 0 |
| PHOTOCOPYING | $ - 0 | 10,000 | $ - 0 |
| MATERIALS STORAGE | $ - 0 | 240 | $ - 0 |
| BROCHURE MAILING | $ - 0 | 5,000 | $ - 0 |
| OPTION YEAR 1 - OPTION YEAR 2 | |
| Item | Unit Price - B |
| [Yrs. 6 &7] | Estimated Volume | Annual Price | |||
| INITIAL SETUP *** | $ - 0 | 5 | $ - 0 | ||
| ***Estimated number of programs to be set up during the 2-year option period. | |||||
| PROGRAMMING CHARGES | $ - 0 | 4 | $ - 0 |
CSR CALL/CONTACT TIME $ - 0 155,000 $ - 0
EXTENDED HOURS $ - 0 77,500 $ - 0
AUTOMATED SERVICES $ - 0 375 $ - 0
| PRINTING | $ - 0 | 250 | $ - 0 |
| PHOTOCOPYING | $ - 0 | 5,000 | $ - 0 |
| MATERIALS STORAGE | $ - 0 | 120 | $ - 0 |
| BROCHURE MAILING | $ - 0 | 2,500 | $ - 0 |
1.4 Summary Pricing
Attachment B - Financial Proposal Form and Instructions Statewide Call/Contact Center Services RFP No. 001B3600088 / BPM035353
| 1.4 SUMMARY PRICING | |||
| Item | Year 1 - Year 5 | Option Year 1 - Option Year 2 | 5 Year + Option Years Totals |
| INITIAL SETUP* | $ - 0 | $ - 0 | $ - 0 |
| *Estimated number of programs to be set up during the Transition In Period | |||
| INITIAL SETUP** | $ - 0 | $ - 0 | |
| **Estimated number of additional programs to be set up over the remaining course of the contract | |||
| PROGRAMMING CHARGES | $ - 0 | $ - 0 | $ - 0 |
CSR CALL/CONTACT TIME $ - 0 $ - 0 $ - 0
EXTENDED HOURS $ - 0 $ - 0 $ - 0
AUTOMATED SERVICES $ - 0 $ - 0 $ - 0
| PRINTING | $ - 0 | $ - 0 | $ - 0 |
| PHOTOCOPYING | $ - 0 | $ - 0 | $ - 0 |
| MATERIALS STORAGE | $ - 0 | $ - 0 | $ - 0 |
| BROCHURE MAILING | $ - 0 | $ - 0 | $ - 0 |
ANNUAL TOTALS $ - 0 $ - 0 $ - 0
TOTAL EVALUATED PRICE $ - 0
| Date: |
| Signature of Authorized Representative: |
| Printed Name and Title: |
| Company Name: |
| Company Address: |
| Phone Number: |
| Company FEIN: |
This page must be signed by an individual who is authorized to commit the Offeror to the rates and prices listed on Tab 1.3 "Unit Pricing" of Attachement B - Financial Proposal Form
File details come from the government source that posted it. Updated .