COM708_CRP30799_Revised_Contract_07.01.2025.pdf

Index No.: COM708 Eff. Date: 07/01/2025* Page No.: 1

STATE OF OHIO

DEPARTMENT OF ADMINISTRATIVE SERVICES

GENERAL SERVICES DIVISION

OFFICE OF PROCUREMENT FROM COMMUNITY REHABILITATION PROGRAMS

4200 SURFACE ROAD, COLUMBUS, OH 43228-1395

MANDATORY USE CONTRACT FOR: Call Center Services, MMCP

CONTRACT No.: CRP30799 EFFECTIVE DATES: 01/01/2024 to 06/30/2025 Renewal through 06/30/2027*

The Department of Administrative Services (DAS), Office of Procurement from Community Rehabilitation Programs (OPCRP) has accepted the proposal submitted in response to the Contract Number listed above by the certified Community Rehabilitation Program (CRP) and/or the certified Agent of a Community Rehabilitation Program (Agent). The CRP and/or Agent listed herein has been awarded a contract for the services or supplies listed. The respective ordering office contract approval form, *contract terms and conditions, pricing schedules, specifications, and any attachments incorporated by reference and accepted by DAS become a part of this Mandatory Contract.

This Mandatory Contract is effective beginning and ending on the dates noted above unless, prior to the expiration date, the Contract is renewed, terminated or cancelled in accordance with the Contract Terms and Conditions.

This mandatory contract is available to Ohio Department of Commerce, 77 South High Street, 20th Floor, Columbus, OH 43215..

This contract award by the Office of Procurement from Community Rehabilitation Program is in accordance with Sections 125.60 to 125.6012 of the Revised Code.

Agencies are eligible to make purchases of the listed supplies and/or services in any amount and at any time as determined by the agency. The State makes no representation or guarantee that agencies will purchase the volume of supplies and/or services as initially advertised or described.

State agencies may make purchases under this Mandatory Contract up to $2500.00 using the State of Ohio Payment Card. Any purchase that exceeds $2500.00 will be made using the official state of Ohio purchase order (ADM-0523). Any non-state agency, institution of higher education or Cooperative Purchasing member will use forms applicable to their respective agency.

This Requirements Contract and any Amendments thereto are available from the OhioBuys public portal at the following address:

https://ohiobuys.ohio.gov/page.aspx/en/usr/login?ReturnUrl=%2fpage.aspx%2fen%2fbuy%2fhomepage

Signed: _______________________________________________________

Kathleen C. Madden, Director Date

*This amendment is issued to notify that as a result of mutual agreement between the State of Ohio and the Contractor, this contract is renewed for an additional twenty four (24) months, effective 07/01/2025 through 06/30/2027. It is also issued to add a summary of amendments page and update the scope of work effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/31/2025 effective 07/01/2025.

file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3-31-25.pdf file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3-31-25.pdf https://ohiobuys.ohio.gov/page.aspx/en/usr/login?ReturnUrl=%2fpage.aspx%2fen%2fbuy%2fhomepage

Index No.: COM708*

TABLE OF CONTENTS

PAGE NO.

SPECIFICATIONS

Scope Of Work 3-7 Appendix 1 - Service Level Agreement 8-9

CONTRACT ITEMS

Cost Summary 10 Contractor’s Index 11 *Summary of Amendments 12

*Add a summary of amendments page effective 07/01/2025.

SPECIFICATIONS

I. SCOPE OF WORK

This document outlines the Scope of Work (Scope) for services provided by Cleveland Sight Center (CSC) to the Ohio Department of Commerce Division of Cannabis Control (DCC). CSC will operate a call center with the capacity to handle approximately 5,000 interactions per month. The Cleveland Sight Center Support Center Helpdesk (Helpdesk) will serve customers who are calling into (833) 464-6627, or have submitted a case to Helpdesk via ServiceNow, by assisting with adverse event reports as well as handling inquiries from patients, caregivers, health professionals, licensees, consumers, and the general public. The Scope outlines the nature of the services to be performed but does not supersede the Ohio Department of Administrative Service’s Office of Procurement from Community Rehabilitation Programs conditions which are attached as Standard Terms and Conditions as well as Special Terms and Conditions, attached hereto and incorporated as though fully set forth herein.

CSC will provide the following deliverables and services:

1. Call Center System

CSC will be responsible for provisioning and operating a call center system capable of handling approximately 5,000 interactions per month, according to the following standards:

a. CSC will provision and implement an automatic call distribution system (ACD) and interactive voice response system (IVR). The ACD and IVR system will allow the following:

(1) Provide any informational messages deemed necessary by DCC

(2) Route calls to the appropriate call handling destinations

(2) Record the audio of calls

b. CSC will utilize a telephone system that has the capacity to process both incoming and outgoing calls as well as the ability to transfer calls regardless of carrier.

c. The telephone system will route calls to specific queues.

d. The telephone system will track call statistics including number of calls by skill level (Level 1 or

Level 2), how many callers were assisted by Customer Service Representatives (CSRs), average talk time, average wait time, calls abandoned, final dispositions and any other demographic or data elements specified by DCC.

e. CSC recognizes that certain services under this Scope are vital to DCC and must be continued without interruption. CSC shall be prepared to continue providing such services identified by DCC, during periods of disaster, crisis, or other unexpected break in services based upon a Business Continuity Plan (Plan). CSC is required to implement and maintain a Plan throughout the term of this Contract, and provide the Plan to DCC upon request. The Plan will, at a minimum:

i. Enable performance under this Scope in the event of a disaster or other unexpected break in services; and

ii. Ensure the continuity for identified vital services and supporting facilities.

For purposes of this section, the term “disaster” means an unanticipated incident or event, including, but not limited to, force majeure events, technological accidents or human-caused events that may cause a material service or critical application to be unavailable without any reasonable prediction for resumption; or causes data loss, property damage or other business interruption without any prediction for recovery within a commercially reasonable time period.

f. CSC will provide an automated survey that will allow callers to self-rate their satisfaction with the service provided. CSC will offer the survey after completing Level 1 calls according to an agreed upon call handling procedure.

g. The telephone system will allow during periods of extremely high call volume for the caller to enter a “call back” queue to leave a message requesting a “call back”.

h. The Helpdesk will receive calls from DCC’s existing toll-free number and will direct DCC’s telecommunications provider, CBTS, to assist with the telecommunication implementation of the Helpdesk. DCC will incur all CBTS charges related to the Helpdesk.

i. CSC will coordinate all telecommunications integration with DCC, CBTS, and other vendors necessary to achieve project requirements and deliverables.

SPECIFICATIONS, CONTINUED

j. Interactions includes inbound calls, outbound calls, ServiceNow Work Notes, ServiceNow Additional Comments, ServiceNow Cases, or ServiceNow Interactions.

k. Interactions will not be double-counted – for example an interaction can only either be a phone call or a ServiceNow Interaction.

2. Call Center Operations

a. The call center will be located in Ohio. CSC’s management and key project staff will be available to travel to DCC, located at 77 South High Street, Columbus Ohio, for meetings and training. It is anticipated that there will be no more than 6 in-person meetings per year, and CSC will not request expense reimbursement or bill the DCC for this travel.

b. DCC and CSC will jointly develop and approve written procedures that define Level 1 and Level 2 handling. Level 1 are the topic areas, tasks and functions that CSC is required to handle. Level 2 are the topics that must be handled by DCC staff.

c. For Level 2, CSC will transfer the caller to Level 2 support destinations as instructed by DCC or generate ServiceNow Cases that are assigned to DCC staff.

d. CSC will train CSRs using the training materials supplied by DCC and will also partner with DCC to develop training materials and job aids.

e. CSC will recruit, train and supervise up to twenty CSRs to handle interactions into the Helpdesk.

f. The Helpdesk will answer calls Monday to Friday from 8:00am to 8:00pm and Saturdays from 9am to 6pm. The Helpdesk will be closed on these actual and observed holidays: New Year’s Day, Martin Luther King Jr Day, President’s Day, Easter, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas Day. The call center will also be closed on any new Federal or State holidays that are designated during the contract period.

g. In the event that additional hours or expanded operating hours are necessary CSC and DCC will mutually agree upon a schedule and utilize CSC’s price schedule.

h. In the absence of the declaration of an emergency by the President of the United States, A Federal Agency with appropriate authority, Governor of the State of Ohio, or a State Agency with appropriate authority, CSC will provide service during scheduled business hours.

i. Within two hours of its occurrence, CSC will notify DCC of any problems with telephone lines, telephone equipment, computer systems, computer equipment or staff shortages.

j. CSC will have in place a comprehensive plan to handle call volume that exceeds staff capacity. This plan will include the capacity to either roll calls over to other phone centers subcontracted by CSC and/or provide a voicemail or callback system to callers. If a voicemail or callback system is used, CSC assures that calls will be returned to customers in the order received within 1 business day.

k. In order to achieve business continuity and handle unanticipated call volume that exceeds capacity

CSC may make use of a subcontractor. If a subcontractor is used CSC will assure that service is provided at a comparable level of quality and performance. If subcontracting is implemented, CSC will train and manage the subcontractor.

l. CSC assumes responsibility for all forwarded or routed calls, whether handled, in whole or in part, by CSC, or a subcontractor. CSC will be the sole point of contact with regard to contractual matters, including payment of subcontractor. CSC will bear all the training and implementation costs of using the subcontractor and will invoice DCC for any services performed by the subcontractor at the same rates that DCC is paying to CSC. In addition, CSC will be fully responsible for any default by the subcontractor just as if CSC itself had defaulted.

m. DCC agrees to notify CSC within 5 business days of any actions taken on the part by DCC that may alter the average monthly call volume by more than a 10% increase or decrease.

n. CSC will assign a Program Coordinator to serve as the liaison between DCC staff and the call center. The Program Coordinator will serve as the subject matter expert regarding call handling procedures and topics related to customer service. The Program Coordinator will be available during business hours for direct communication with DCC staff and will relay information to CSC’s team serving DCC customers.

o. CSC will provide DCC timely notification of any changes to key personnel supporting the call center.

Key personnel include:

1. Designated Representative

2. Program Coordinator

p. CSC and its staff will maintain strict confidentiality when handling DCC calls. Unless required by legal order or with written approval from authorized Department of Commerce personnel, CSC and its staff are prohibited from releasing or otherwise disseminating all personally identifiable information, recordings, data, or other patient records or information collected during, or related to, DCC calls. CSC’s IT system will have appropriate safeguards to protect against theft, unauthorized use, or unauthorized disclosure of Protected Health Information (PHI). If CSC utilizes a subcontractor to provide services under this contract, the subcontractor must also abide by the confidentiality and safeguards requirements. CSC will be responsible for meeting the confidentiality and safeguard requirements for itself and for any subcontractor that may be used to provide services under this contract.

q. Helpdesk staff will use the following DCC Required Systems:

1. ServiceNow – Helpdesk will create Cases, document Interactions, and use various ServiceNow features according to DCC procedures and business rules.

2. DCC eLicense – To access and handle Licensee related tasks.

3. Patient and Caregiver Registry – To access and handle patient and caregiver related tasks.

DCC may add other Required Systems based on program needs.

r. DCC will provision the necessary OH|ID/OAKS accounts to allow Helpdesk staff to access the DCC Required Systems.

s. DCC will pay for any software licensing costs for Helpdesk staff to access the DCC Required Systems.

2. Information Technology (IT) System

CSC ensures, at minimum, the following Information Technology System capabilities:

a. CSC has the ability to communicate with DCC electronically, including sending and receiving e-mail, secure FTP and receiving files in formats compatible with Microsoft Office.

b. CSC has the ability for CSRs to have access to the following resources on their computer desktops:

protocols (scripts on how to answer specific questions), knowledgebase, and DCC web resources.

In addition, CSRs will have access to the Internet.

c. CSC has the ability to store and generate data on a daily, weekly, monthly, annual, and ad hoc basis.

Data will be retained for at least 90 days. Data requiring longer storage may be transmitted to DCC for DCC to archive.

d. CSC’s IT staff will communicate with DCC and other state agency IT staff as necessary.

3. Call Center Metrics

a. CSC will meet the performance standards listed in the Service Level Agreement (Appendix 1).

b. CSC’s goal is to achieve an average self-rated customer satisfaction score of greater than 80%. DCC will consider adherence to procedure when reviewing satisfaction scores. CSC and DCC will collaborate to develop procedures to improve customer satisfaction scores.

4. Invoicing and Payment

a. CSC will invoice DCC monthly with payment due 30 days upon receipt of the invoice. Invoices will be emailed to the Ohio Department of Commerce.

b. CSC will invoice DCC using the rates listed in the DAS Multi-Site Supplemental Contract Approval

Form.

c. CSC will bill DCC each month as follows:

1. Account Maintenance – One unit will be billed each month to provide these systems:

telecommunications, reporting, disaster recovery, and customer satisfaction survey.

2. Monthly Minutes – One unit will be billed each month which is for 22,000 Productive Minutes. This will allow approximately 5,000 interactions each month, which is expected to meet DCC’s needs based on the current average volume and current average time required to complete tasks. The Monthly Minutes were determined based on the current Scope – any significant change to the Scope may require an adjustment to the monthly rate.

3. Productive Minutes - CSC will invoice DCC for any Productive Minutes that exceed 264,000 in either SFY26 or SFY27. Based on current usage, CSC does not anticipate invoicing DCC for any Productive Minutes.

d. Productive Minutes includes all time spent serving a caller including any post-call work or work in

ServiceNow. Productive Minutes for calls are the actual time rounded up to 1/10th of a minute. The duration of each call will be rounded up to 1/10th of a minute. The total for each day will be rounded to a whole minute.

e. Productive Minutes for work done in ServiceNow work will be pro-rated: Cases (4 minutes), Interactions (2 minutes), Work Notes (1 minute), and Additional Comments (1 minute).

f. CSC will only count one minute of work done by a CSR as one Productive Minute. Productive Minutes will not be counted concurrently nor double-counted. For example, a ten-minute call that resulted in a ServiceNow Case will only be counted as ten Productive Minutes.

g. For billing purposes, whenever possible, CSC will use the actual time to complete a task instead of the pro-rated time to complete a task.

h. CSC will not bill for any of the time the caller is in the hold queue or for any call that is not handled.

i. CSC will provide up to twenty hours of System Development time at no cost for minor system or reporting changes.

j. CSC will provide DCC the prescribed discounts according to the Service Level Agreement when any penalties are incurred.

k. CSC will provide DCC a detailed report of usage at the time of invoicing.

5. Audits & Compliance

a. CSC agrees that DCC will evaluate the various components of the deliverables to determine the level of compliance with the Scope.

b. CSC will collaborate with DCC on defining the elements of a well-handled call, institute a quality assurance system, transparently report results and provide remediation if results are below the required thresholds. CSC will fully cooperate with DCC in conducting semi-annual performance, telephone, personnel audits and ad hoc evaluations to review:

1. CSR’s general call process;

2. CSR’s customer service skills;

3. Accuracy of information given during telephone calls; and

4. Call center metrics.

c. CSC will comply with performance standards when providing services. Upon evidence that CSC has not met one or more of the standards, CSC agrees to work with DCC to develop a remediation plan to meet the standards.

d. CSC will research any complaints received by DCC and will provide DCC a summary of the findings as well as any recommendations for remediation.

7. Reporting CSC will transmit data and reports electronically to DCC in a format that is compatible with DCC. CSC will provide the following reports:

a. CSC will submit a monthly report to DCC. The report is due to DCC Program Manager or designee by the tenth day of each month for the preceding month. The monthly report will contain the following information:

A statistical summary including:

(a) Total number of callers

(b) Total number of calls by final dispositions

(c) Total number of calls received during non-business hours

(d) The monthly average speed to answer incoming calls

(e) The average handle time

(f) The abandonment rate

(g) A narrative summary of the month’s events

(h) Self-Rated Customer Satisfaction scores

b. DCC will provide reporting to CSC from ServiceNow on the production and service level metrics for

ServiceNow data:

(a) Average turnaround time

(b) Average time to resolve

(c) Number of work notes

(d) Number of additional comments

(e) Number of Cases

(f) Number of Interactions

The above list is not exhaustive and additional or alternative measures may be reported from ServiceNow based on availability and program needs.

c. CSC will provide DCC with ad hoc reports as requested within a reasonable period of time.

d. CSC will submit Adverse Event Reports to DCC within one hour of reported event.

e. CSC’s Designated Representative or Program Coordinator will be available, once per week, to review with DCC staff the status of the Helpdesk and related Scope deliverables.

8. Designated Representatives

CSC and DCC will designate representatives as the primary points of communication for scope of work, invoicing, reporting or contractual issues.

The designated representative for DCC is:

Ohio Department of Commerce

Emily Groseclose

Emily.Groseclose@com.ohio.gov

(614) 466-3636

The designated representative for CSC is:

Cleveland Sight Center

Jassen Tawil jtawil@clevelandsightcenter.org

(216) 658-7336 mailto:Emily.Groseclose@com.ohio.gov mailto:jtawil@clevelandsightcenter.org

Appendix 1 - Service Level Agreement

Appendix 1 - Service Level Agreement

Cleveland Sight Center intends and will make every effort to provide high quality and reliable service. The following pages define this commitment. The definitions, service levels, and exceptions are provided to explain and clarify the commitment.

Definitions

These definitions explain the nature of the commitments and how performance measures will be calculated:

“Agent” is a person handling calls, e-mails, or performing related tasks.

“Total Monthly Time” is the total number of minutes in the applicable calendar month where a customer can Receive Service.

“Unavailable Monthly Time” is the total number of minutes in the applicable calendar month where the customer cannot Receive Service.

“Receive Service” is the ability for the caller to hear a personalized greeting, speak to an agent during business hours, leave a voicemail, or request a callback.

“Actual Monthly Availability Percentage” is the calculated monthly availability as a percentage using (A – B)/A, where:

A = Total Monthly Time

B = Unavailable Monthly Time

“Hold Time” is the time that a caller waits on hold as measured in seconds using A – B, where:

A = Timestamp when caller connects to agent

B = Timestamp when caller requests to speak to an agent

“Average Monthly Hold Time” is the average Hold Time expressed in seconds of all callers during the month using A / B, where:

A = Cumulative seconds of Hold Time

B = Number of calls

“Abandon” is the number of callers who hang-up before speaking to agent. Callers who wait on hold less than 24 seconds and hang-up and repeat callers who call, hang-up, call back and are served will not be counted as an abandon.

“Average Abandon Rate” is the calculated monthly abandon rate as a percentage using A / B, where:

A = Number of Abandons

B = Number of Callers Requesting a Live Agent

“Time to Reply” is the difference in time between when an e-mail arrives and when it is sent or resolved using A – B, where:

A = Timestamp when an e-mail is sent or marked as resolved (no reply needed)

B = Timestamp when an e-mail arrived

“Average Time to Reply” is the calculated monthly average for Time to Reply using A / B, where:

A = Cumulative Time to Reply

B = Number of inbound e-mails handled

“Contracted Volume” is the number of interactions contracted to be handled within a month plus or minus 10%.

“Significant Outage” is a documented incident where a customer cannot Receive Service. Each Significant Outage will be documented with a sequentially assigned number, timestamp when the incident began, timestamp when the incident ended, and a Reason for Outage Report.

Appendix 1 - Service Level Agreement, Continued

“Reason for Outage Report” is a written document that will summarize a Significant Outage, identify the root cause, and recommendations to prevent recurrence. Reason for Outage Reports will be drafted and sent to the customer within 10 business days of the end of the Significant Outage.

“Performance Incident Report” is a documented incident when a contracted Service Level Commitment is not met. Each Performance Incident will be documented with a sequentially assigned number, explanation of the incident, any penalty incurred, and recommendations to prevent recurrence. Performance Incident Reports will be drafted and sent to the customer within 10 business days or prior to invoicing (whichever is sooner).

Commitments

Cleveland Sight Center will meet these commitments and will be penalized for not meeting these commitments:

Actual Monthly Availability Percentage – 99.95% Commitment - CSC will achieve an Actual Monthly Availability Percentage of no less than 99.95%.

Penalty – 10% discount of total monthly invoice for each hour of unavailable monthly time in excess of commitment up to maximum 25% discount for the month.

Average Monthly Hold Time – 150 seconds

CSC will achieve an Average Monthly Hold Time of no more than 60 seconds when the call volume is within the Contracted Volume.

Penalty – 10% discount of total monthly invoice for each 60 seconds of average monthly hold time beyond commitment up to maximum 25% discount for the month.

Exceptions and Clarifications

These exceptions and clarifications are provided to avoid misunderstanding in the unlikely event that CSC does not meet a service level commitment.

1. The total monthly discount is the largest penalty for not meeting one of the contracted commitments. Penalties are not combined and the maximum penalty in any one month is a 25% discount of the total monthly invoice for services provided.

2. An incident of unavailable time begins the latter of when it is confirmed that the customer cannot receive service or when a customer’s service was schedule to begin but the customer cannot receive service.

3. An incident of unavailable time ends once it is confirmed that the customer is receiving service.

4. Downtime during scheduled maintenance windows is not included in Unavailable Monthly Time.

5. Downtime due to factors out of CSC’s control or where responsibility for the downtime is uncertain are not included.

Examples include: The customer’s telecommunications provider is having an outage; A Required Systems accounts provided by the customer is having an outage; A telecom provider, service provider, or system not under contract or under control of CSC is having an outage; The customer’s telecommunications provider claims there is no outage but test calls to or from the customer’s telecommunications provider fail; Acts of God; Emergencies declared by the President of the United States (or delegated Federal agency), Governor of Ohio (or delegated State agency), or Mayor of Cleveland (or delegated local agency).

6. Time waiting for a customer’s other vendors to take action is not included as unavailable time.

7. Misconfiguration errors are not included. For example: The caller hears an out-of-date personalized greeting; The caller hears a default greeting put into place during troubleshooting.

8. Quality of service issues are not included. For example: Caller can connect to an agent, but the caller or agent hears line noise, delays, or one-way-audio; Call disconnects while an agent is serving a caller; An e-mail attachment is missing; A report has incorrect or missing information;

9. Waiting on hold and hanging up before connecting to an agent is not an availability factor.

10. To account for delays in the sender’s e-mail system, the time an e-mail arrives will be when it actually arrives, not when it was sent.

11. To account for delays in the receiver’s e-mail system, the time an e-mail was sent will be when it was sent, not when it arrives.

COST SUMMARY

Submit Invoices to:

Ohio Department of Commerce 77 South High Street, 20th Floor Columbus, OH 43215

OHIOlBUYS

PRODUCT

CODE

UNSPSC

ITEM

PRICE PER

CRP30799-1 83111507

Call Center Services, MMCP, Monthly Productive Minute, Ohio Department of Commerce, 77 South High Street. 20th Floor, Columbus, OH 43215. Not to exceed $30,000.00 per month, $180,000.00 in FY24 and $360,000.00 in FY25.

$30,000.00 per month

CRP30799-2 83111507

Call Center Services, MMCP, Account Maintenance, Ohio Department of Commerce, 77 South High Street. 20th Floor, Columbus, OH 43215. Not to exceed $750.00 per month, $4,500.00 in FY24 and $9,000.00 in FY25.

$750.00 per occurrence

CONTRACTOR INDEX

CONTRACTOR AND TERMS: CONTRACT NO: CRP30799

OAKS ID: 0000145618

Cleveland Sight Center 1909 East 101st Street Cleveland, OH 44106

TERMS: Net 30 Days

CONTRACTOR’S CONTACT:

Jassen Tawil Telephone: (216) 791-8118 Fax: (216) 791-1101 Email: jtawil@clevelandsightcenter.org

Index No.: COM708*

SUMMARY OF AMENDMENTS

Amendment Number

Effective Date Description

1 06/30/2025

This amendment is issued to notify that as a result of mutual agreement between the State of Ohio and the Contractor, this contract is renewed for an additional twenty four (24) months, effective 07/01/2025 through 06/30/2027. It is also issued to add a summary of amendments page and update the scope of work effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/31/2025 effective 07/01/2025.

*Add a summary of amendments page effective 07/01/2025.

Exceptions and Clarifications