CCR Hotline Q A. for BBdocx.docx
DOCX document 19 KB Posted
- Attached to
- CCR Hotline
- Solicitation number
- 24-482DPH-HLTHP-B-42855
- Issued by
- Illinois
About this file
This document contains questions and answers regarding a Request for Quote (RFQ) issued by the Illinois Department of Public Health for a 24/7 CCR Hotline service. The anticipated award date is May 10, 2024, with a contract start date of May 30, 2024. The contract term is 36 months. There is no specific requirement for subcontracting to minority-owned, women-owned, or other types of small or disadvantaged businesses, as the previous solicitation was limited to small businesses only. Vendor selection will be based solely on the lowest bid, and only electronic submissions through BidBuy will be accepted.
The current incumbent provider is A & A Answering Service, who has been providing the requested services under a previous contract that has now reached the end of its term. Details on the current billing structure, call volumes, operator staffing, and service levels were not provided. The RFQ specifies a minimum of 3 operators, but does not include specific requirements for call capacity, wait times, hold times, or call resolution percentages.
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Other files
| File | Type | Posted |
|---|---|---|
| standard-terms-and-conditions~47.pdf | ||
| standard-illinois-certifications-v.23.1~39.docx | DOCX document | |
| BidBuy Answering service RFQ 42855.docx | DOCX document |
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Text version
Illinois Department of Public Health CCR Hotline
24-482DPH-HLTHP-B-42855
Question and Answers
This is not a request for Proposal this is a Request for quote.
1. If there was a previous solicitation for these services, what was its title, number, release date, and due date?
Answer: Currently there is no active contract for this service. Previous contract can be found at 23-482DPH-HLTHC-P-46398
2. When is the anticipated award date?
Answer: 05/10/2024
3. Can you please provide a greater explanation of your expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses? For example, what is required with the proposal, and what is required to comply during the term of the contract?
Answer: There is no BEP or small business requirement. As this has already been published for small business only and there wasn’t enough competition.
4. When is the anticipated contract start date?
Answer: 05/30/2024
5. Can you please provide greater details on how proposals will be evaluated and how the selected vendor(s) will be chosen?
Answer: Vendor will be chosen strictly on the lowest bid.
6. Are bidders permitted to deviate from the 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?
Answer: Only Electronic submissions through BidBuy of bids and Offers will be Accepted
7. please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity.
Answer: satisfied
8. Has the current contract gone full term?
Answer: Yes
9. Have all options to extend the current contract been exercised?
Answer: Yes
10. Who is the incumbent, and how long has the incumbent been providing the requested services?
Answer: A & A Answering service
11. How are fees currently being billed by any incumbent(s), by category, and at what rates?
Answer: Flat rate
12. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?
Answer: Previous contract $26,400
13. Is previous experience with any specific customer information systems, phone systems, or software required?
Answer: No
14. What is the minimum required total call capacity?
Answer: Do not have the data.
15. What is the minimum simultaneous inbound call capacity?
Answer: Do not have the data.
16. What is the maximum wait time?
Answer: Do not have the data.
17. What is the maximum hold time?
Answer: Do not have the data.
18. What percentage of inbound calls must be answered by a live operator?
Answer: All calls
19. What percentage of calls must be resolved without a transfer, second call, or a return call?
Answer: All calls
20. What is the maximum percentage of calls that can be terminated by the caller without resolution?
Answer: Do not have the data.
21. Is there a minimum or maximum number of operators and supervisors?
Answer: See RFQ 3 operators
22. What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?
Answer: Yes. I believe the A&A Answering Service provides the same hotline services to the other State agencies.
23. What was your average monthly call volume over the past year?
Answer: Do not have the data.
24. What is the current number of seats for operators and supervisors at your existing call center?
Answer: Do not have the data.
25. What is the current average wait time for phone calls?
Answer: Do not have the data.
26. What is the current average handle time for phone calls and other types of communications?
Answer: Do not have the data.
27. What is the current average after-call work time for operators?
Answer: Do not have the data.
28. Over the past year, what is the percentage of calls received in English versus non-English?
Answer: Do not have the data.
29. Over the past year, what percentage of calls received were in Spanish?
Answer: Do not have the data.
30. What time of day, days of the week, or times of the year do calls typically peak?
Answer: Do not have the data.
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