CCO - SECTION B - RESPONSE FORM.docx

MASSACHUSETTS BAY

TRANSPORTATION AUTHORITY

CONTACT CENTER OPERATIONS:

THE MBTA CUSTOMER SERVICE CONTACT CENTER

RFR. No: 16-18

BD-18-1206-MBTA-MBTA-23984

MASSACHUSETTS BAY RFR. [No.] TRANSPORTATION AUTHORITY Section C-III: Scope of Work

Section B: Response Form

Response Form Table of Contents

TECHNICAL SUBMISSION

The requirements set forth here describe the minimum technical information to be submitted by the Bidder to the MBTA as part of their Tender. The Bid shall enable the MBTA to assess and evaluate the technical component of the Bid.

Bidder’s Technical Submission shall include complete and accurate responses to this RFR and shall consist of the following:

i. Technical Submission Cover letter (in the form set out in Section A, Enclosure 1);

ii. Technical Submission Schedules

a. Schedule T-1, Bidder Information and Organization

b. Schedule T-2, Project Understanding and Proposal Summary

c. Schedule T-3, Bidder Experience And Performance

d. Schedule T-4, Technical Approach

e. Schedule T-5, Transition Approach

f. Schedule T-6, Request For Tax Payer Identification Number and Certification

g. Schedule T-7, MBTA Minimum Insurance Requirements

Each are discussed in more detail below.

SCHEDULE T-1: BIDDER INFORMATION AND ORGANIZATION

Evaluation approach The MBTA will evaluate whether the Bidder has properly demonstrated it is:

i. Properly formed and able to enter into a Contract and there is no court action taken or pending against the Bidder that would inhibit its ability to deliver the Contract responsibilities

a. Note this is a Pass/Fail criterion (Legal, Business, and Administration)

ii. Financially capable to perform the Contract during the Contract term

a. Note this is a Pass/Fail criterion (Financial Stability) deliverable requirements Bidders shall submit the following information for itself and its proposed subcontractors (if any):

i. Legal, Business, and Administration:

a. Bidder name;

b. Registered business address;

c. Correspondence address;

d. Contact person;

e. Telephone number;

f. Email address;

g. Public or private ownership and relevant details;

h. Details of any litigation, suits or court action taken or pending against Bidder;

i. Articles of Incorporation

j. Business Certificate; and

k. Five years’ worth of Occupational Safety and Health Administration (“OSHA”) recordable injury rates, as well as days away from work (lost time) rates.

ii. Financial Stability:

a. Audited financial statements for the last 3 financial years.

b. Details of any outstanding indebtedness or unsecured loans or debts or trading losses not reported within the financial reports.

SCHEDULE T-2: PROJECT UNDERSTANDING AND PROPOSAL SUMMARY

evaluation approach The MBTA will evaluate that the Bidder has properly demonstrated its:

i. Understanding of the goals of the procurement and the MBTA’s vision for Contact Center Operations (as stated in Section A – General Instructions to Bidders)

a. Note this is a Pass/Fail criterion (Project Understanding) deliverable requirements Bidders shall submit a brief summary of their understanding of the contract’s Scope of Work, in particular highlighting:

i. The Bidder’s understanding of Contact Center Operations;

ii. Current MBTA CCO practices, and the MBTA’s vision for future CCO activities; and

iii. Bidder’s work plan to deliver Section C-III.

SCHEDULE T-3: BIDDER EXPERIENCE AND PERFORMANCE

evaluation approach The MBTA will evaluate the Bidder’s demonstrated core competencies and experience, in particular the following:

i. The Bidder has performed Contact Center Operations, and in the course of this experience, has operated a Contact Center of comparable volume and requirements to that of MBTA.

a. Note this is a Pass/Fail criterion (Past Core Operations Experience)

ii. The extent and quality of Bidder’s prior experience performing the functions listed in the Scope of Work, including any experience providing trip planning, fare and service information, taking complaints, and handling all other customer questions.

iii. Quality of provided references. The MBTA reserves the right to contact any of Bidder’s provided references to corroborate its stated experience and provide additional insights to its stated capabilities.

DELIVERABLE REQUIREMENTS

Introduction to the Firm Bidders shall briefly summarize their firm’s business and core competencies, as well as additional color on firm tenets / culture, guiding principles or approach to each client engagement.

Description of Prior Experience Bidders shall submit an experience statement from previous recent contracts for of similar scope and demonstrate their ability to manage the Scope of Work at the MBTA’s service levels. This information should cover at least the following information:

1. An overview of experience providing comparable services to the Scope of Work (details and case studies may be requested by the MBTA), including the following:

a. Experience operating a comparable Contact Center. In these instances, Bidders should articulate what is different about The MBTA compared to their previous experience and how they will adapt to these differences.

b. Experience with Quality Assurance (“QA”), Service Analysis & Planning, Workforce Management, and other key functions as described in the Scope of Work.

c. Experience transitioning from other service designs or contractors.

d. Experience with innovations to improve customer service and reduce cost-to-serve.

2. A very brief overview of other relevant experience (details and case studies may be requested by the MBTA), including, but not limited to, the following:

a. Relevant transportation experience.

b. Contact Center management for other state/federal agencies.

Description of Prior Contracts Bidder should list up to the three most recently awarded Contact Center Operations contracts. If Bidder does not have three such contracts, Bidder should supplement the list with the most recently-awarded contracts that are nevertheless relevant here.

For each such contract, bidders shall provide the MBTA with the following information (for each line below, the answer should be a yes or no, but Bidder should supplement this table with clarifications where necessary):

Customer Service

• Phone based

· Text / Chat services

· Email / web-form services

· Psychological assessment

Data / Software Capabilities

· Customer information database management

· Use of additional software tools for improved customer service

Related Services / Innovations

Additionally, Bidders must provide three references and contact information for each of the contracts listed above, as well as the scope of work/service. Bidders must include the name, title, organization, phone number and e-mail address of the reference, taking care to (1) first verify that the contact is still employed by the referenced client, will be available to serve as a reference, and that the contact information is correct; and (2) supply a new contact reference at the referenced client if the reference on record is no longer employed there.

Bidder shall not supply a reference contact who is employed – or has been employed – by the Bidder or who has personally financially gained by his/her relationship with the Bidder. The Bidder’s proposal may be deemed non-responsive and may not be considered further if the reference information is incomplete or incorrect or does not comply with these instructions.

Current and Future Workload

1. Current contract workload and projected contract workload through the projected life of the contract

iii. Brief description of each contract’s scope, clients, location, and total contract value

iv. Total capacity (financial and FTE resources)

v. List of current operations that may be visited, upon the MBTA’s option, during this procurement for a site visit

SCHEDULE T-4: TECHNICAL APPROACH

Bidder shall clearly outline a Technical Approach describing how Bidder will fulfill each component of the Scope of Work. In establishing its Technical Approach, Bidders should be sure to provide the following components:

Staffing Plan Evaluation Approach:

The MBTA will evaluate the strength of Bidder’s proposed Staffing Plan, in particular the following:

i. Bidder’s evidenced understanding of and approach to hiring, training and maintaining staff qualified to provide MBTA customers with accurate and adequate service.

ii. The relative ability of the proposed organizational structure to accomplish all the functions set forth in the Scope of Work and related appendices in an accurate and cost-effective manner.

iii. Bidder’s plan for retention of higher performing employees.

Submittal Requirements:

Bidder should provide an operational plan describing its approach to CCO’s staffing, including any hiring initiatives during the transition period prior to the Contract starting date and proposed levels of experience and qualifications. This documentation should include:

i. CCO Organization Structure & Proposed Staff:

a. An organization structure diagram

b. Full resumes of any staff members proposed to manage CCO employees or IT operations.

c. Whether the proposed staff would include, on a full-time, part-time, contract, or any other basis, multi-language speaking employees

ii. Recruitment, Hiring, and Engagement Plan

a. The approach to sourcing qualified talent for each role described in the organization structure.

b. The approach to screening, interviewing, and evaluating talent for each job function (including, but not limited to, applicant interviews and conducting assessments).

c. The approach to retain skilled, high performing employees, reducing turnover of staff as a tool to maintain high quality of service.

iii. Bidder’s approach to meet communications needs of all customers Assessment Process and Methodology Evaluation approach The MBTA will evaluate Bidders’ proposed assessment process and methodology, including the following:

i. Bidders’ understanding of the aims of the CCO, and how service may be provided most accurately and cost-effectively;

ii. Workforce Management

a. Clarity and comprehensiveness of Bidder’s approach to workforce management.

b. Appropriateness of key assumptions in Bidder’s workforce management plan.

Submittal Requirements

1. Corporate Organization and Account Management Bidders shall provide the entire corporate chart and company structure (i.e., not simply the organizational chart for the team delivering this Scope of Work) for review. Bidders shall separately provide the names and contact information for all account management executives responsible for the MBTA relationship that will be assigned to the Contract for its duration.

Bidders shall also include qualifications and experience managing similar clients for the account management team and identify the key point of contact under the Contract. Bidders shall provide an updated resume for each member of the account management team, providing, at a minimum, the name, current position and location, education, and work history for each person.

2. Governance Bidders shall provide a comprehensive governance and alignment plan detailing how they propose to align and partner with service providers, as well as describing how Bidders would modify or enhance the model to foster collaboration and accountability among all responsible parties. The comprehensive governance and alignment plan shall also include a qualitative statement summarizing Bidders’ understanding of the governance model of this Contract, as described in the Scope of Work.

If a Bidder is a current service provider, Bidder shall provide a thorough plan to eliminate any perceived or actual conflicts of interest. The comprehensive governance and alignment plan shall consider and propose modifications to aspects of governance, reporting, service analysis and planning, scheduling, dispatching, and any other similarly-impacted function.

3. CCO Organization Structure and Key Personnel Bidders shall provide organization structure diagrams and associated documentation that include the following information:

a. Detailed organization structure that shows the following, at minimum:

i. Reporting/governance structure, including span of control (description of the inter-relationship of staff and functions).

ii. Indication of subcontractors used to support CCO, as appropriate.

b. Key role/responsibilities for each key personnel listed in the organization structure, if this differs from the proposed roles and responsibilities included in Appendix B. These descriptions must show clearly how all CCO functions will be accomplished.

c. Full resumes of key staff proposed to fill currently vacant positions or to replace existing key staff, as described in Appendix B and in the Scope of Work, which include education (including relevant additional certifications or additional education) and relevant previous experience.

d. References for the most recent two places of employment for each proposed key new staff, including the name, title, organization, telephone number, and email address of each reference, taking care to first verify that the reference is still employed by that organization, will be available to serve as a reference, and the contact information is correct.

e. Proposed timeline to modify organization structure and make key staff additions.

4. Recruitment, Hiring, and Engagement Plan Bidders shall propose a recruitment, hiring, and engagement plan in line with their projected workforce management and staffing plans. In particular, Bidders shall provide the MBTA with the following:

a. Proposed modifications (if applicable) to the responsibilities and qualifications for all roles described in Appendix B and the Scope of Work.

b. The approach to sourcing qualified talent for each role described in the organization structure.

i. If a bidder prefers to use an outside sourcing and recruiting agency, the agency’s name, key contact information, previous experience, and other relevant details shall be included.

ii. The Bidder’s understanding of the current Boston labor market, including the following:

· Predicted wages and benefits for each job function and job level.

· General drivers for labor behavior (i.e., what employees value in an employer) and how the Bidder proposes to address them.

· Trends in Contact Center and operations center labor markets, with specific descriptions of how the Bidder proposes to address them.

c. The approach to screening, interviewing, and evaluating talent for each job function and levels (entry-level and management).

d. Proposed benefits package for employees

e. The approach to employee engagement and a description of efforts to ensure a stable, experienced workforce with low attrition, including the following.

i. All recognition and team-building initiatives that will be put in place at CCO.

ii. The expected attrition rate per job function and level.

iii. The percentage of the performance bonus, should the Bidder receive one, which will be dedicated towards employee engagement.

iv. The career journey for each employee that shows what additional financial benefits, increased responsibility, and other career steps that are available to them.

v. Yearly performance incentives in place to maintain a highly-productive workforce.

5. Call volume

a. Contractor shall meet all changes in MBTA’s customer call volumes and shall be capable to meet at least 70% increase in daily call volume over the average daily volume set in RID 2.4 while meeting the MBTA’s requirements and SLAs.

Training Evaluation Approach The MBTA will evaluate the strength of Bidders’ proposed training plan, in particular the following:

iii. Approach to training

a. Training capabilities and capacity (dedicated training resources).

b. Quality of train-the-trainer program.

c. Quality (depth, clarity, and applicability) of knowledge management solution

iv. New Hire/ Onboarding Training Plan

a. Whether the curriculum and materials meet or exceed minimum training requirements in the RFR.

b. Comprehensiveness of proposed training curriculum and materials.

c. Reviewed feedback on current scripts and SOPs, as provided.

v. Continuous Development Plan

a. Whether the curriculum and materials meet or exceed minimum training requirements in the RFR.

b. Comprehensiveness of proposed training curriculum and materials.

c. Evaluated use of learning best practices.

d. Quality (depth, clarity, and applicability) of training management via provided training matrix and processes Submittal Requirements Bidder shall provide documentation showing its approach to training and continuous improvement of its employees and of CCO service to customers. In particular, Bidder shall provide the following:

vi. Bidder’s Approach to Training

a. A description of how the Bidder approaches training

b. Identification of staff responsible for implementing the staff development plan and providing the training, including the following:

1. A description of how the Bidder will train the trainers tasked with carrying out the employee development programs listed above.

2. Copies of all required material used for train-the-trainer purposes.

c. A description of how employees will be evaluated for retention and progressed from module to module.

d. A description of knowledge management solution (central repository for all training materials and a standard process for updating and maintaining the accuracy of training materials).

vii. New-Hire/Onboarding Training Plan (for all employees)

viii. Continuous Development Plan/Curriculum (for all employees)

a. A description of use of learning best practices (hands-on time versus in-classroom time) for each job function and job level.

b. A description of the learner’s journey for each job function and job level (i.e., progression from module to module to build specific skills), including the following:

1. Function-specific skills.

2. Technology skills

3. Soft skills and leadership.

4. Safety and emergency preparedness.

5. Other as required (bidder to suggest).

ix. A comprehensive syllabus for each employee is required, including timelines (e.g., annual, semi-annual, monthly, as needed).

quality assurance Evaluation Approach The MBTA will evaluate Bidder’s quality assurance (“QA”) plan based on the following:

x. QA Program

a. Clarity and comprehensiveness of the QA plan overall, including provided materials.

b. Evaluation of tools and processes for performance assessment.

c. The ability of the QA team to carry out all functions listed in the Scope of Work.

d. The ability to implement and run the proposed QA program.

xi. Customer Satisfaction Measurement Program

a. Prior experience designing, performing, and acting upon CSAT and NPS measurement programs.

b. Clarity and comprehensiveness of provided materials.

Submittal Requirements Bidders shall provide a detailed QA plan that addresses its QA program and customer satisfaction measurement program and that follows all requirements in the Scope of Work. Bidders shall also provide their prior experience and future approach to QA and customer satisfaction for CCO.

Bidders shall provide a sample survey for both CSAT and NPS measurement, with detail regarding what quantitative and qualitative data will be gathered, how it will be analyzed, and how it will be acted upon.

Technology, Infrastructure, Equipment, and Facility Evaluation Approach The MBTA will evaluate Bidder’s technology, infrastructure, equipment, and facility strategy, reviewing the following:

xii. Identification of key issues, root causes, and technology solutions, with clear explanation of impact.

xiii. Appropriateness of proposed technology, infrastructure, and facility additions, modifications, or removals.

xiv. Resource capacity required to implement proposed solutions.

xv. Whether the implementation timeline meets MBTA requirements as stated in the Scope of Work.

Submittal Requirements Bidders shall provide a detailed technology, infrastructure, equipment, and facility strategy for the life of the Contract that lays out the plan to achieve the MBTA’s stated mission for CCO and to achieve Bidder in-scope responsibilities described in the Scope of Work. Bidder shall provide a timeline for implementation, including key milestones and dates as well as a description of key responsible employees.

MBTA considers its current technology to be the minimum requirements. Respondent should prove that they can either meet or exceed these minimum system requirements, or provide a substitutable alternative.

In particular, the following detail shall be provided:

xvi. Technology

a. A narrative description of how the Bidder will utilize technology and telecommunications system / software (including digital forms of communication that are inter-connected to the telecommunications software) to achieve the most cost-effective and productive use of CCO staff to meet the requirements of this RFR, including monitoring of staff performance. This narrative description should demonstrate a Bidder’s knowledge and experience in how best to use these technologies to optimize the delivery of CCO services. Bidders should be specific in their description of how this will occur.

b. Information on how bidder intend to track each service interaction, and integrate said information directly to the HEAT system (see detailed description in the section C-III). Options may include direct VPN (or other) connection to MBTA’s HEAT system or other solution.

c. Information on Bidder experience in other comparable settings in making use of current industry best practices for optimizing the productivity and effectiveness of the Contact Center staff by means of technology and related labor utilization.

d. Information on ability to maintain and provide recordings of all calls to MBTA and its quality review 3rd party partner.

e. Identification of any proposed additional technology and features that will be required in order to fulfill their proposed work plan for CCO operations, how each new/modified technology will improve customer experience via increased service efficiency and quality, and rationale / logic for the proposed changes.

xvii. Facility

a. A plan to ensure that customer call volume will be met at all times, particularly when weather conditions disrupt MBTA service, or other unforeseen events. Plan may include a remote site or the ability to deploy staff in a work-from-home capacity, or other potential solutions

b. Proposed location for facility – MBTA requires contact center to be in MBTA greater service area, however, as prescribed in the scope of work in section 3.2.5.1, a potential solution of transferring overflow calls to a secondary site, or additional innovative solutions may be proposed to MBTA’s review.

Safety Evaluation Approach The MBTA will evaluate Bidder’s safety plan based on the following:

xviii. Depth of understanding of MBTA safety program requirements

xix. Relevant experience developing and implementing safety programs Submittal Requirements Bidders shall highlight their understanding of the safety requirements set forth in Section C-III and provide relevant prior experience, including experience:

xx. Administering drug and alcohol policy and testing

xxi. Developing and administering safety plans

xxii. Developing and implementing emergency management procedures

xxiii. Notifying, investigating, and reporting on accidents and incidents Metrics, Reporting, and Analytics Evaluation Approach The MBTA will evaluate the strength of Bidder’s capabilities relative to metrics, reporting, and analytics including the following:

xxiv. Demonstrated reporting and analytics capabilities.

xxv. Relevant experience conducting and implementing technology-enabled automated reporting.

xxvi. Approach to data “cleanliness” (management and reconciliation) and proposed modifications to current processes.

xxvii. Demonstrated experience conducting industry reports (National Transit Database and Federal Transit Administration).

Submittal Requirements Bidders shall highlight prior experience and future approach to provide the described data reconciliation, metrics, reports, and ongoing analyses required in the Scope of Work. Bidders’ comments on the distributed metrics included in 5.8.1 Language Requirements are also required. In particular, Bidders shall provide information regarding the following:

1. Examples of operational performance and trends analysis (i.e., reports that show variance from standards and associated mitigation plans).

2. Prior experience and future approach for automating report generation, with a description of best practices/processes, software used, and KPIs.

3. The MBTA is open to the contractor providing suggestions regarding the reports it receives to help understand the quality of service being provided to its customers.

Additional topics that will be evaluated Language requirement

1. Respondent must provide on-site personnel in calls in English and Spanish during open hours.

2. Respondent must provide services for all languages currently provided by MBTA to comply with Title VI requirements, though capability does not have to be on site.

Business continuity and disaster recovery

1. Respondent shall establish, maintain and implement per the terms thereof, a Business Continuity Plan. The Business Continuity Plan shall include, but not be limited to, disaster recovery, loss of critical personnel, documented recovery plans covering all areas of operations necessary to delivering MBTA services pursuant to this RFP, records protection, and testing plans. The plans shall provide, without limitation, for off-site backup of critical data files, Confidential Information, software, documentation, forms and supplies as well as alternative means of transmitting and processing confidential Information.

Accessibility

1. The Respondent must demonstrate the ability to meet all IT accessibility requirements

2. Respondent must present processes and procedures shall enable service restoration for situations where a reported service interruption cannot be resolved within four (4) hours and for services that cannot be restored within 48 hours. Service transfer capabilities and the lag time to implement must be described for both type of service outage scenario.

SCHEDULE T-5: TRANSITION APPROACH

EVALUATION APPROACH

The MBTA will evaluate the transition plan, including the following:

i. Demonstrated quality and completeness of the transition plan, including demonstrated project management capabilities.

ii. Accuracy, completeness, and appropriateness of detail regarding summary of key transition issues and how the proposed transition plan addresses these.

iii. Likelihood that the Bidder will be able to effect a smooth transition in the required timelines.

iv. Risk to the MBTA of service disruptions or performance issues during and immediately following transition from the current CCO contractor.

v. Dedicated bidder staff to manage and operate transition plan

SUBMITTAL REQUIREMENTS

Bidders shall submit a proposed Transition Plan to achieve all milestones discussed in Section C-III. Bidder shall include resourcing needed to execute plan. Bidders shall also provide a qualitative summary of key issues, actions, and efforts to ensure a seamless transition.

Bidders shall name a dedicated experienced member of staff to manage the transition plan.

TRANSITION FROM CURRENT PROVIDER OPERATIONS

In order to prepare for transfer of contact center operations from current provider to Respondent, the Respondent must provide MBTA with a Transition Plan after award of the Contract. Transition Plans must include, but not be limited to include, the following:

a. Address all legal regulations and requirements

b. Dedicated experienced transition manager on behalf of respondent

c. Listing/obtaining of office space, furniture, equipment, telephone and data lines

d. Installation of any furniture, equipment, telephone and data lines, if necessary

e. System Security and Security aspects related to a safe environment for staff

f. Transfer and organization of documentation

g. Transfer of electronic data to MBTA

h. Coordination of enabling or disabling of logon IDs, if necessary

i. Establishing or terminating contracts for other services in order to comply with MBTA contact center requirements

j. Implementation of standard operating procedures, generally accepted accounting procedures, generally accepted audit standards, and security over the computer system

k. Training of staff

l. Risk analyses and their proposed solution(s), and their assessment for the transition

m. Transfer of services including cutover dates

n. Staffing plan, including key management hires

o. Plans, if any, to hire any existing GCS/MBTA personnel

p. Hardware and/or Software Tools

q. Hardware and Software platforms utilized

r. Performance Testing Period

SCHEDULE T-6: REQUEST FOR TAX PAYER IDENTIFICATION NUMBER AND CERTIFICATION

Bidder shall complete the Request for Tax Payer Identification Number and Certification form. See COMMBUYS.

SCHEDULE T-7: MBTA MINIMUM INSURANCE REQUIREMENTS

Bidder shall confirm compliance with MBTA Insurance and Bonds Requirements included in Section C-II and provide appropriate certificates.

PRICE PROPOSAL

Bidder’s Price Proposal shall include complete and accurate responses to this RFR and shall consist of the following:

i. Price Proposal Cover letter (in the form set out in Section A, Enclosure 2);

ii. Price Proposal Schedules

a. Schedule C-1: Mobilization Cost

b. Schedule C-2: Monthly Service Fees

c. Schedule C-3: Prompt Payment Discount compensation structure Bidder’s compensation model shall be structured as a fixed monthly service fee.

Bidder shall earn a fixed amount in compensation for mobilization costs actually incurred, no greater than the total amount quoted in Schedule C-1.

Bidder shall earn a fixed monthly service fee equal to the amounts quoted in Schedule C-2.

SCHEDULE C-1: MOBILIZATION COST

Instructions for Mobilization Cost Payment Proposal The MBTA expects that the winning Bidder will incur one-time set-up costs during an initial mobilization period following execution of the contract. While there may be many sources of such mobilization costs, presumably, such costs will include those of hiring and paying staff during the mobilization period, acquiring software and equipment, and setting up CCO office space.

The Cost Table provided below in Section 8.1.2 lists the likely sources of mobilization cost. Bidders must fill in dollar amounts for all cells highlighted in blue, and should be sure to include all expenses, using the “Other” line item if necessary. Bidders providing dollar amounts on the “Other” line should attach an itemized lists of these costs with their bid submission.

While there is no explicit deadline for incurring mobilization costs, the mobilization cost component of Bidders’ compensation is meant to include only costs that are specifically related to the ramp-up of its CCO operation.

Mobilization Cost Table

Administrative Personnel

Staff Wages/Fringes

Utilities

Telephone

Supplies

Furniture/Equipment

Computer Hardware

Computer Software

Communications Systems

General Insurance

Other*

SCHEDULE C-2: MONTHLY SERVICE FEES

Instructions for Monthly SERVICE Fees The Monthly service Fees should include all expenses necessary to the operation and maintenance of the CCO Monthly Facility and Administrative FEE Table:

Monthly Service Cost

Annual Service Cost (12 X Monthly)

Other Innovations For any other innovation proposed in the Technical Approach, Bidder should provide the fixed and/or variable costs that this innovation would entail.

SCHEDULE C-3: PROMPT PAYMENT DISCOUNT

Bidder shall certify its compliance with the Prompt Payment Discount (PPD) Requirements and provide a PPD schedule as requested below.

All contractors doing business with the Commonwealth shall provide a Prompt Payment Discount (PPD) for receiving early payments. Contractors benefit from PPD by increased, usable cash flow as a result of fast and efficient payments for services rendered. Contractors who agree to accept Electronic Funds Transfer (EFT) increase the prompt pay benefit by ensuring that funds are paid directly to their designated bank accounts, thus eliminating the delay of check clearance policies and traditional mail lead time.

Bidder shall provide a Prompt Payment Discount percentage (%) off the invoice payment, for each of the payment issue dates listed, if the payment is issued within the specified Payment Issue days.

If no discount is offered enter 0%

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