Customer_Care_Call_Center_Service_Partner.pdf

RFP-21439

CUSTOMER CARE CALL CENTER SERVICE PARTNER

Cleveland Metropolitan School District

1111 Superior Ave E

Cleveland, OH 44114

RELEASE DATE: April 8, 2026

DEADLINE FOR QUESTIONS: April 17, 2026

RESPONSE DEADLINE: May 13, 2026, 2:00 pm

Cleveland Metropolitan School District

REQUEST FOR PROPOSAL

Customer Care Call Center Service Partner

I. Introduction II. Proposal Submission & Format Requirements

III. Proposal Constraints IV. Evaluation Process V. Evaluation Criteria

VI. Award of Contract VII. Contract Term

VIII. Specifications IX. Submittals

Attachments:

A - Yearly Queue Productivity_20260306 0648PM

Request For Proposal #RFP-21439 Title: Customer Care Call Center Service Partner

1. Introduction

1.1. Summary

The Cleveland Metropolitan School District (hereafter the “District) under RFP-21439 is seeking service providers to provide Customer Care Call Center Service Partner

CMSD is committed to delivering an exceptional educational experience for our students and families, and high-quality customer service is central to that mission. Our COMMUNICATE with H.E.A.R.T.™ model sets the standard for how we engage with all stakeholders, ensuring every interaction is consistent, respectful, and aligned with our district values. This project supports our strategic priority of building an informed and engaged community by strengthening communication systems and enhancing the overall customer experience.

The Customer Experience Department, within the Excellence and Culture Division, leads this work by championing the interactions that shape district culture and support essential service functions. Our goal is to exceed expectations for every caller and visitor who interacts with any CMSD school or office— every day, every time. The Customer Care Call Center plays a critical role in this effort, serving as a centralized hub that partners with schools and departments to improve responsiveness, strengthen community engagement, and ensure stakeholders feel informed, respected, and supported.

Through this project, CMSD seeks a call center partner that can help elevate our customer service delivery, reinforce our Communicate with H.E.A.R.T.™ model, and support our commitment to providing a seamless, high-quality experience for all who contact the district.

1.2. Background

To facilitate submission and evaluation of bids, the following provides relevant background information, specifications, and instructions for service providers to submit their bid responses to this ITB. Service providers may submit a bid in response to the specifications below.

The Cleveland Metropolitan School District (CMSD) is one of Ohio’s largest urban school systems, serving approximately 34,000 students across 63 instructional sites beginning in the 2026–2027 school year.

With roughly 6,000 teachers and administrative staff, more than 30,000 personal computers, 4,000 mobile devices, over 100 software applications, and over 1,000 distinct phone number extensions, the district operates in a complex environment where timely, accurate, and high-quality communication is essential.

CMSD is seeking comprehensive and competitive proposals for Customer Care Call Center services. The

Customer Care Call Center operates Monday through Friday, 7:00 a.m. to 5:00 p.m. (excluding district holidays and calamity days), aligning with school and administrative hours. As the primary point of contact for families, staff, and community members, the Call Center plays a critical role in ensuring stakeholders receive consistent, reliable, and respectful support.

A key driver for this project is the district’s need for a partner who under the Customer Experience department can collaborate closely with internal departments that require additional capacity, specialized call handling, or outbound communication support. CMSD experiences predictable peak periods—such as enrollment and registration windows, transportation updates, technology deployments, and districtwide initiatives—as well as unexpected surges tied to urgent communications or special projects. During these times, departments often need supplemental call center resources to maintain service levels and ensure stakeholders remain informed and supported.

The ideal vendor will serve as an extension of CMSD’s internal teams, offering flexible staffing, overflow support, and the ability to scale quickly without compromising quality. A partner who can seamlessly integrate with district processes, uphold our Communicate with H.E.A.R.T.™ customer service model, and provide both inbound and outbound communication support will significantly enhance CMSD’s ability to meet stakeholder needs. Exceptional performance will be defined by strong collaboration, consistent service delivery, and the capacity to help the district communicate effectively during high-volume periods and special initiatives.

1.3. Contact Information

Project Contact:

Tammy Toney

Manager, Ombudsman Office

1111 Superior Ave., East

CMSD Welcome Center

Cleveland, OH 44114

Email: tammy.toney@clevelandmetroschools.org

Phone: (216) 838-0348

Procurement Contact:

Lisa Johnson

Purchasing Coordinator

1111 Superior Avenue

19th Floor

Cleveland, OH 44114

Email: lisa.johnson@clevelandmetroschools.org

Phone: (216) 838-0423

Department:

Equity and Culture

1.4. Timeline

*The dates listed are subject to change at the discretion of the District. Service Providers will be notified of changes to the schedule, as appropriate.

RFP Posted April 8, 2026 mailto:tammy.toney@clevelandmetroschools.org tel:(216)838-0348 mailto:lisa.johnson@clevelandmetroschools.org tel:(216)838-0423

All final questions from service providers to the District

April 17, 2026, 2:00pm

Answers to service providers from the

District and all addenda issued (if necessary)

April 28, 2026, 2:00pm

RFP Responses Due May 13, 2026, 2:00pm

Service Provider(s) selection May 27, 2026

Contract Negotiation June 9, 2026

Contract Start July 1, 2026

2. Proposal Submission & Format Requirements

2.1. Proposal Submission Requirements

A. In order for the District to evaluate proposals fairly and completely, service providers should follow the format set forth herein and provide all of the information requested. The District discourages costly bids.

B. All proposals shall include all proposal format requirements found below. All information requested in the district-related forms must be submitted via Submittals, or the proposal may be considered non-responsive.

C. Proposals are due at the School District’s e-Procurement Portal on or before 2:00 pm current local time on Wednesday, May 13, 2026. Proposals must be electronically submitted via School

District’s e-Procurement Portal. Proposals will not be accepted via mail or hand delivery. All materials and proposals submitted should be considered as is.

D. All written questions shall be directed to the School District’s e-Procurement Portal’s Question and Answer feature. Written questions will be accepted until 2:00 pm on Friday, April 17, 2026. Under no circumstances should any firm interested in providing the services identified in the RFP, their designees, or anyone affiliated with their firm, contact any other District employee or official during the RFP process, in an attempt to lobby or influence the selection of a service provider pursuant to this RFP.

E. The District reserves the right to reject any and all proposals, to waive any and all informalities or irregularities, and to disregard all non-conforming responsive conditional proposals. Each

Proposer is liable for all proposal errors or omissions. A proposer shall not be permitted to alter or amend any proposal documents after the Proposal deadline time and date detailed in the RFP unless such is formally requested, in writing, by the District.

F. Proposals must remain open and valid for ninety (90) days from the opening date unless the time for awarding the contract is extended by mutual consent of the District and service provider. Service providers may withdraw their proposals any time before the proposal opening date by clicking on "Unsubmit Proposal" on their Proposal Submission on OpenGov Procurement before the time and date set for the proposal opening.

2.2. Proposal Format Requirements

A. The Customer Care Call Center Service Partner specifications for RFP-21439 is described in

Specifications Section. Service Providers are required to provide the information below as well as complete the District Related Forms in Submittals section. The narrative part of the proposals must present the following information, be organized with the following headings, and respond to the requested information and questions presented in the RFP scope of work. For evaluation purposes, each heading should be clearly marked in the proposal response.

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B. Proposal responses are to be divided into sections as follows:

1. Transmittal Cover Letter: Prepare a letter transmitting the proposal on business letterhead.

The letter should identify the business name, phone number, and business web address along with the name, phone number and email address of the key contact person. The letter must have the signature of a person with authority to obligate the business. The transmittal letter shall also contain a statement that the proposal is a firm offer for a ninety (90) day period.

2. General Information Section

a. Executive Summary: Information about the service provider’s history, structure, organizational metrics, and qualifications for fulfilling the District’s requirements

b. Business Health: information about the service provider’s financial structure and viability, particularly as it relates to fulfilling a multiple-year agreement.

c. Experience: information about the service provider’s current and previous contracts, particularly those with organizations similar to the District.

d. General Narratives about at least three clients using services similar to those being proposed for the District.

e. Management support services: information about staff, project, issue, performance, quality, and risk management methodology.

f. Security: information about the service provider’s policies, practices, and standards for maintaining the confidentiality and integrity of clients’ data, intellectual property, and trade secrets.

g. Risks: service provider’s evaluation of the greatest challenges and risks associated with the particular services and suggestions for mitigating risk.

h. Dispute resolution: information about the service provider’s standard dispute resolution methodologies.

3. Response to Scope of Work Section: The Response to Scope of Work Section of the proposal shall specifically address the manner in which the proposer will meet scope and requirements described in the Scope of Work & Requirements Section of Specifications. The proposal shall provide enough information so that the evaluators will be able to determine the proposer’s ability to meet the scope of work, requirements, and minimum qualifications. Simply paraphrasing the RFP statement of requirements will not be sufficient data for the evaluation and may be considered as a non-responsive proposal response.

4. Cost proposal

5. Completed District Related Forms set forth in Submittals of this RFP.

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3. Proposal Constraints

A. The service provider must comply with all laws, rules and regulations dictated by the Board of

Education of the Cleveland Metropolitan School District, City of Cleveland, the State of Ohio and the United States Federal Government.

B. Purchases funded by federal grant funds must adhere to regulations found in Uniform Guidance

“Super Circular”, 2 CFR 200 (UGG), as a condition of receiving funds and to meet annual audit compliance. In an effort to keep policy for all grants consistent, the District implemented the new federal guidelines regarding procurement utilized with federal grants immediately.

C. The District will only accept proposals that cover all of the major components requested in the

RFP.

D. Service provider shall not include Ohio Sales Tax in the price quoted. The District will provide tax exempt certificate to the successful Proposer.

E. Service provider’s personnel and subcontractors on the District site will be required to meet security requirements. Service provider agrees to successfully complete background checks on all of its employees, agents and subcontracts, if necessary, who provide services on site under this scope of work. Each person on site must wear an identification badge that clearly identifies and makes visible the person’s name and company.

F. The successful Service provider and their subcontractor(s), including organizations having personnel, equipment and vehicles on District property, shall provide evidence of insurance as follows:Commercial General LiabilityIncluding limited contractual liability$1,000,000.00 Limit of

Liability(Per occurrence)Automobile LiabilityIncluding non-owned and hired $1,000,000.00 Limit of Liability(Per occurrence)Worker’s CompensationWorker’s compensation and employer’s insurance to full extent required by applicable law

G. This requirement must be fulfilled by the successful service provider providing the District with a current Certificate of Insurance (standard ACORD form), showing the Board of Education of the

Cleveland Municipal School District as an additional insured (Certificate Holder does not constitute being an additional insured), within five(5) days of Notice of Intent to Award

Agreement. The certificates of insurance shall contain a provision that the policy or policies shall not be cancelled without thirty (30) days’ prior written notice to the District.

H. The required insurance must be provided by a company licensed by the State of Ohio, which company must be financially acceptable to the Administration of the Cleveland Municipal School

District

I. In submitting a proposal, service providers agree, unless specifically authorized in writing by an authorized representative of the District on a case-by-case basis, that it shall have no right to use, and shall not use, the name of Cleveland Metropolitan School District, its officials or employees, in any advertising, publicity, promotion, nor to express or imply any endorsement of service provider’s services.

4. Evaluation Process

Evaluations are based on the submitted proposal. Follow-up discussions with the proposer’s best suited to complete the work may be requested. The District reserves the right to interview or to seek additional information related to criteria already specified in the RFP after opening the proposals and prior to entering into a contract, to reject any or all proposals, and to award a contract to one or multiple service providers as the District deems necessary. The District also reserves the right to check references identified by any proposer from any service provider that submitted a proposal. The evaluation process is designed to identify the service provider that is the “best value,” which is the best combination of attributes based upon the evaluation criteria, not necessarily to the service provider with the lowest cost.

4.1. Responsiveness

Proposals will be evaluated, first, as responsive or non-responsive to the RFP’s instructions. A preliminary review will be conducted of all proposals submitted on time to ensure the proposal adheres to the material submission requirements specified in the RFP. Proposals that do not meet the material submission requirements may be deemed non-responsive and rejected. In the event that all proposers do not meet one or more of the submission requirements, the District reserves the right to continue the qualitative evaluation of the proposals and select proposal(s) which most closely meets the scope of work specified in the RFP. Proposal responses must include, or meet, the following submission requirements:

A. Timely Submission

B. Transmittal Cover Letter

C. General Information Section

D. Response to Scope of Work

E. Cost proposal

F. District Related Forms

4.2. Qualitative Evaluation Criteria

The proposals will next be evaluated based on the information presented in the proposal and on additional information obtained during the evaluation process. Responses will be evaluated based on the weighted criteria set forth in Evaluation Criteria.

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5. Evaluation Criteria

The proposals will next be evaluated based on the information presented in the proposal and on additional information obtained during the evaluation process. Responses will be evaluated based on the following weighted criteria:

Phase 3 (Optional) Following the initial evaluation of written proposals, CMSD may, at its option, invite the highest-ranked Proposers to participate in a second-round presentation or interview. This stage is not mandatory. If the Committee determines that the written proposals provide sufficient information to make a selection, it may waive the presentation phase and proceed directly to contract negotiations.

5.1. Phase 1 - Responsiveness Check

No. Evaluation Criteria Scoring Method Weight (Points)

1. Respondent Submittals

Completion of #1 in the Submittals section with all the required information.

N/A N/A

2. Name & Title of Authorized Signatory

The vendor provided the name and title of the authorized signatory.

N/A N/A

3. Compliance Declaration and Non-Collusion

Statement Confirmed N/A N/A

4. Completed Conflict of Interest Form N/A N/A

5. Completed Proposal Qualification Form N/A N/A

6. Certification Regarding Debarment, Suspension, and Other Responsibility Matters

Primary Covered Transactions Confirmed

N/A N/A

7. References Provided N/A N/A

8. Completed EOA Contractual Declaration N/A N/A

5.2. Phase 2 - Proposal Evaluation

No. Evaluation Criteria Scoring Method Weight (Points)

1. Understanding District needs and ability to perform the requested services for general and specific populations

N/A N/A

2. Service Provider’s demonstrated experience and qualifications N/A N/A

3. Scope of Services offered N/A N/A

4. Cost N/A N/A

5.3. Phase 3-Presentations (Optional See Evaluation Criteria Sec 5.)

No. Evaluation Criteria Scoring Method Weight (Points)

1. Project Approach

Demonstrated understanding of CMSD-specific challenges and proposed solutions.

N/A N/A

2. Response to Q&A

Ability to provide clear, direct, and knowledgeable answers to committee questions.

N/A N/A

3. Added Value

Innovations or efficiencies offered that weren't fully detailed in the written RFP.

N/A N/A

6. Award of Contract

A. The contents of the RFP, including all appendices and addenda thereto, and the commitments set forth in the proposals shall be considered contractual obligations. Failure to accept these obligations may result in cancellation of the award.

B. The contract award will not be final until the District and the selected Service Provider execute a mutually satisfactory contractual agreement.

C. The contract documents consist of the following:

1. District Contract

2. Response to Scope of Work

3. Cost Proposal

4. All Required District Related Forms in Submittals

5. All applicable addenda

D. The service provider shall perform all work described in the Contract Documents, including without limitation, all terms and conditions of the scope of work and specifications contained herein or otherwise stated in the Contract Documents reasonably inferable there from by the service provider as necessary to produce the results intended therein.

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7. Contract Term

The initial term of the contract shall commence July 1, 2026, and shall remain in effect through June 30, 2029, unless earlier terminated in accordance with the terms of the contract.

Optional Renewal Period 1

Upon mutual agreement and subject to satisfactory performance, the District may renew the contract for an additional one (1)-year period from July 1, 2029, through June 30, 2030.

Optional Renewal Period 2

Upon mutual agreement and subject to satisfactory performance, the District may renew the contract for an additional one (1)-year period from July 1, 2030, through June 30, 2031.

8. Specifications

8.1. Scope of Service

The vendor will work under CMSD oversight to staff and run a customer service call center. The rest of this section will detail the scope of services included in this RFP.

2.1. Responsibility of the Customer Care Service Desk Vendor

The vendor will provide knowledgeable and experienced staff of customer service agents to handle calls from families, employees, and any person calling the customer service number. Historical records of calls volume shows that the district can receive around 5,000 calls in a regular month, and that amount can reach 12,000 monthly calls in the peak months of July and August and January.

2.2. Responsibility of Equity and Culture Division in collaboration with CMSD IT/Phone Services

The Excellence and Culture Division will ensure that the vendor will have all the tools and support they need to be successful. Specifically, in collaboration with the CMSD IT/Phone Services delivery team the assignment of a person(s) to communicate with the vendor, provide training on the use of the

Automated Call Distribution system, provide training on the H.E.A.R.T. model for customer service, provide training on designated Student Information System(s) - (i.e., CMSD Parent Gradebook, PowerSchool), provide training on the K12 Insight Onflo (formerly Let's Talk) customer service platform and collaborate with the vendor to create and/or modify Scripts and procedures that govern how calls should be handled.

2.3. Required Services

2.3.1 Customer Care Service Desk

Customer service agents work onsite in one of the administration buildings in the district weekdays from

7 a.m. to 5 p.m. (excluding District holidays and calamity “all facilities closed” Days). Special assignments requiring overtime will be agreed upon as needed. Customer service agents have been flexible in working remotely and onsite as needed. The team currently works hybrid (2 days on site/3 days remote) and during peak or as needed 5 days on site (i.e., July through October for peak time window).

This trend can continue or might change in the future. Vendor is expected to be flexible enough to accommodate any work arrangements.

Customer service agents answer callers and are expected to:

• Provide contact point for employees and constituents

• Transfer calls (warm transfer) to appropriate department

• Engage customers and record details

• Execute Onflo/Let’s Talk End User, Recorder Functions and Telephony Functions

• Serve as Onflo/Let's Talk End User on assigned topics/teams and special projects (i.e., community response efforts)

• Offer solutions to customer issues/inquiries to prevent a delay of resolution

• Provide a high level of customer service to the user population that is both warm and professional at all times

• Establish and maintain a sound customer relationship between the district and its constituents

• Provides how-to documentation to employees as needed

• Performs other duties as assigned

2.4 Changes to services

Throughout the period of the contract, the need can arise to add new tasks to the customer service function. The expectation is for the vendor to accept those changes without a need to modify the contract, unless:

• The required changes require additional manpower. In that case, the vendor will work with the district to identify the additional resources and amend the contract as needed.

• The nature of the required changes is of a level of complexity or difficulty that makes it unreasonable to expect current staff to develop the required knowledge and skills through training.

• The required changes add tasks that are not related to customer service or cannot be reasonably linked to the functions that the customer service is expected to perform in the district.

2.5 Background Checks

All staff working onsite or remotely are required to have a background check completed before they start working. This applies after the contract award, and every time a new hire is needed. The vendor will be responsible for processing the background checks, including the processing fees.

8.2. Solution Requirements

This section details the solution requirements. When responding to the RFP, use this section to structure the response document. The content of the response should be guided by this section, and the scope of work section.

3.1 Response Organization

The response to the RFP consists of three parts: the first part contains the required purchasing division documents, the second part presents the solution, and the third part presents the price of services.

Follow the organization rules below to structure the response document. The general appearance and organization of the response will be considered during evaluation:

1- Start your response document with a cover page. List the name of your organization, the

RFP number and the date of writing the response. You can use any format you choose for the cover page.

2- Add a transmittal letter directly after the cover page. Type into a blank white page, left aligned and use 24 pt. boarder margins measured from edges of page. The letter must identify the business name, phone number, and business web address along with the name, phone number and email address of the key contact persons. The letter must have the signature of a person with authority to obligate the business. The transmittal letter shall also contain a statement that the proposal is a firm offer for a ninety (90) day period.

3- Include a table of content of any format after the transmittal letter

4- Add a white page after the table of content, type “Part1: Purchasing Division Documents” in the middle of the page. Include the RFP number in the page.

5- Do not use page numbering for the pages listed so far. For the rest of the document, use numerical page numbers in the center of the page footer. Continue page numbering throughout the rest of the document, except for any appendices. For appendices, use Roman numerals.

5- Add the required purchasing division documents as instructed in Part 1, Section II, Instructions to proposer, of this RFP.

6- Add a white page after the purchasing division documents, type “Part2: Technical Response” in the middle of the page. Include the RFP number in the page.

7- The technical response must follow the order described later in this section under point 3.2: Technical part Content

8- Add a white page after the technical response, type “Part3: Price of Services” in the middle of the page. Include the RFP number in the page.

9- If you would like to add any appendices, add a blank white page after Part 3, Price of Services, then add the appendices. Appendices are treated as additional details, but will not be read as a response to any requested item in the RFP.

10- For the technical and pricing parts, use three levels of headers: Use numbers for the three levels

(e.g. 1., 1.1., 1.1.1).

3.2 Technical Part Content

The content of the response to the technical part should be organized in the following manner:

1- Company Background:

In a maximum of two (2) pages, present your company with a focus on identifying the following:

• Historical background

• Size of company, revenues and profits over the last three years. Provide actual revenues, profits/losses in your response.

• Nature of business

• Services offered

• Main customers profile

• Specific identification of the nature of the customer service services the company has been offering and for how long.

Be short and precise in your response and avoid adding generic marketing material.

2- Specific Company Qualifications:

In a maximum of two (2) pages, elaborate on the company background aspects that relate to this RFP, specifically:

• Identify the company experience in public sector and school districts

• Identify the type of clients you are providing or did provide customer service services to.

Address aspects such as the client size, nature of their technical environment, and the scope of services.

3- References

Provide a minimum of three references. To the extent possible use references from school districts or organizations in the public sector. Provide information for each reference using the following format:

Reference #:

Organization Name:

Address: ______________________________________________________________________

Type of Business: _______________________________________________________________

Contact Person: ________________________________________________________________

Telephone #:____________________________________________________________

Company Email Address: _______________________________________________________

Dates of Service: _______________________________________________________________

Description of Services Provided: __________________________________________________

4- Solution Presentation

In a maximum of three (3) pages, present the solution your company is offering for the customer service. This part should present the solution based on your understanding of the scope of services, and the solution requirements. Specifically:

• Describe how many customer service agents you propose and how you arrived to that number.

The answer must be clearly linked to the performance Service levels that you are required to fill under the “Answers to Solution Questions”

• Describe your approach to providing a customer service call center services

• Describe your proposed approach to foster a partnership with Cleveland Metropolitan School

District

• Describe your approach to reporting and data analytics

• Describe the organizational support that you will provide the customer service agents

When writing the solution presentation avoid using generic marketing material, minimize the use of graphs and diagrams, and do not include any pricing information. The solution presentation serves as an executive summary, while the next point (5: Answers to Solution Questions) presents the details of your solution.

5- Answers to Solution Questions

This part forms the details of the solution. Provide answers to all the points listed below. Answers must follow the same order of the questions. Keep answers short and specific, and do not use generic marketing material.

5.1. Compliance Matrix

Fill the following compliance to minimum requirements matrix with YES or NO next to each item. Do not add any text other than Yes or NO. Answering with YES means that you confirm your ability to meet a requirement.

Requirement Compliance (YES, NO)

In the last three (3) years, your company provided customer service agents to at least one client with a customer base of more than 7,000 customers

You will provide technical training to customer service agents, and limit training provided by the district to train the trainer approach

You will staff the customer service call center with a capacity to answer up to 12,000 received calls per month

You will have bilingual staff (English and Spanish) to answer around

200 calls per month from Spanish speaking callers

All customer service agents will be fluent in English

The customer service services you provided for clients over the last three years included using an Automated Call Distribution System three years included being accountable for a set of Service Level

Agreements (SLA’s) three years included reporting against SLA’s three years included generating performance reports

5.2. Human Resources Requirements

The Excellence and Culture Division would like to have enough agents to handle the calls volume the district receives every day per the Customer Service English and Spanish Queues. Use the following tables to guide you in determining how many agents are required:

5.2.1 Identify any staff, if any, that you propose in addition to the customer service agents (for example, supervisor). Details the number of staff members, title of each staff member, and the general scope of role and responsibility of each staff member.

5.2.2 Identify the number of customer service agents that you propose to staff the customer service call center. Identify how many will be fluent in Spanish. Additionally, identify if you will be able to provide staff with other language skills, specifically Arabic and Swahili.

5.2.3 Describe how you will hire the customer service agents to be assigned to this contract. Explain your approach to training the hired resources and how you will verify that they are ready to engage in this contract.

5.2.4 Provide your average turnover rate of customer service agents over the last three (3) years.

5.2.5 Attach an appendix with samples of resumes for customer service agents you plan to provide for the district. You can attach a maximum of 5 resumes.

5.3 Organizational Capabilities

Answer the following questions as short and precisely as possible.

5.3.1 Describe the supporting organization you have in place and how that will be utilized to support the contractual agreement with the district.

5.3.2 Describe your organization’s approach to knowledge management.

5.3.3 Describe your organization’s approach to process improvement.

5.3.4 Describe the customer service model you utilize. Explain how that model guides the processes and procedures of receiving and handling customer inquiries and calls.

5.3.5 Describe your approach to document management and control. Explain the main areas you focus on in document management to improve customer service.

5.4 Service Level Agreements

The district uses Service Level Agreements (SLA’s) to hold vendors accountable. Vendors are expected to adhere to SLA’s and provide credits when SLA’s are not met.

5.4.1 For handling calls from customers, fill the following table with SLA targets and Credits following the examples that appears in the first row. Delete the example row when filling the table. Present all SLA’s that you will commit to if awarded the contract.

SLA Definition Target Frequency and method of reporting

Credit e.g. Average wait time e.g. average time, in seconds, that a customer waits on phone before being answered by an agent e.g. 90 seconds e.g. daily, report from the automated call system portal e.g. 5% of monthly bill if monthly average exceeded 90 second

5.5 Transition

The contract will include a 30-day discovery and implementation phase. The discovery and implementation phase occurs before the contract’s effective date and is not considered part of the one-year contract (initial term), and at no cost to the District.

Proposers shall provide proposed staffing / transition plans to include an organization structure and any other pertinent documentation they deem appropriate. The proposed plan requires the approval of

CMSD prior to transition starting.

5.5.1 Describe the transition plan that you propose.

3.3 Pricing: Upload pricing and other sheets requesting information for all 3 sections

In the third part of your response, provide a cost proposal using the forms and instructions presented below:

The cost proposal should be all inclusive. The district does not pay any additional costs, like transportation, equipment or training.

Your cost proposal must be presented in four (4) tables:

• Table 1: Cost of Customer Service Agent

• Table 2: Cost of Administration

• Table 3: Total Cost of Contract

3.3.1 Table 1: Cost of Customer Service Agents

Provide an annual cost proposal for the customer service agents using Table 1 below. The cost proposal must cover three (3 years). The cost in each cell in table 1 represents the total for the number of agents you add in the first cell. For example, a 4 in the first cell in table 1, and

$300,000 in the second cell in table 1, will be understood as for a total of 4 agents, the total annual cost in the first year will be $300,000.

Number of

Customer

Service agents

Total annual cost- first year

Total annual cost- Second year

Total annual cost- third year

Total 3 year cost

Table 1- Cost of Customer Service Agents

3.3.2 Table2: Cost of Administration

Provide an annual cost of any resource that is not a customer care service desk agent. Create a row for each title, and add the total cost in the last row. The table is filled with an example for illustration, remove the example when filling your response.

Resource Title Number of staff

Total annual cost- Second year

Total annual cost- Second year

Total annual cost- third year

Total 3 year cost e.g. Call center supervisor

1 $80,000 $80,000 $80,000 $240,000

Total 1 $80,000 $80,000 $80,000 $240,000

Table 2- Cost of administration

3.3.4 Table 3: Total Cost of Contract

Provide a total cost by adding up all totals from the other three tables using the table below

Cost Item Total annual cost- first year

Total annual cost- Second year

Total annual cost- third year

Total 3 year cost

Customer Service Agents $ $ $ $

Supporting Organization $ $ $ $

Total Cost of Contract $ $ $ $

Table 3 - Total Cost of Contract

9. Submittals

The District reserves the right to reject any and all proposals, to waive any and all informalities or irregularities, and to disregard all non-conforming responsive conditional proposals. Each Proposer is liable for all proposal errors or omissions. A proposer shall not be permitted to alter or amend any proposal documents after the Proposal deadline time and date detailed in the RFP unless such is formally requested, in writing, by the District.

9.1. Respondent Submittals (without Cost)*

A. Transmittal Cover Letter: Prepare a letter transmitting the proposal on business letterhead. The letter should identify the business name, phone number, and business web address along with the name, phone number and email address of the key contact person. The letter must have the signature of a person with authority to obligate the business. The transmittal letter shall also contain a statement that the proposal is a firm offer for a ninety (90) day period.

B. General Information Section

1. Executive Summary: Information about the service provider’s history, structure, organizational metrics, and qualifications for fulfilling the District’s requirements

2. Business Health: information about the service provider’s financial structure and viability, particularly as it relates to fulfilling a multiple-year agreement.

3. Experience: information about the service provider’s current and previous contracts, particularly those with organizations similar to the District.

4. General Narratives about at least three clients using services similar to those being proposed for the District.

5. Management support services: information about staff, project, issue, performance, quality, and risk management methodology.

6. Security: information about the service provider’s policies, practices, and standards for maintaining the confidentiality and integrity of clients’ data, intellectual property, and trade secrets.

7. Risks: service provider’s evaluation of the greatest challenges and risks associated with the particular services and suggestions for mitigating risk.

8. Dispute resolution: information about the service provider’s standard dispute resolution methodologies.

C. Response to Scope of Work Section: The Response to Scope of Work Section of the proposal shall specifically address the manner in which the proposer will meet scope and requirements described in the Scope of Work & Requirements Section of Specifications. The proposal shall provide enough information so that the evaluators will be able to determine the proposer’s ability to meet the scope of work, requirements, and minimum qualifications. Simply paraphrasing the RFP statement of requirements will not be sufficient data for the evaluation and may be considered as a non-responsive proposal response.

*Response required

9.2. Cost Proposal*

*Response required

9.3. Name & Title of the Authorized Signatory*

*Response required

9.4. Compliance Declaration*

It is the policy of the authorized signatory's firm that equal employment opportunity be afforded to all qualified persons without regard to race, religion, color, sex, national origin, age, or handicap.

In support of this policy, the authorized signatory's firm will not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, or handicap.

The authorized signatory's firm will take affirmative action to insure that applicants are employed and that employees are treated during employment without regard to race, color, sex, national origin, age, or handicap. Such action will include, but not be limited to:

Recruitment, advertising, or solicitation for employment, hiring, placement, upgrading, transfer or demotion, selection for training including apprenticeship rates of pay or other forms of compensation, layoffs or termination.

The authorized signatory's company states that they are of current applicable requirement pertaining to

Fair Labor Standards and Non-Discriminatory Practices of Federal, State, and Local Governments.

The authorized signatory further acknowledges that if the contract is awarded to the undersigned, the undersigned will comply with all Fair Labor Standard Practice.

☐ Please confirm

*Response required

9.5. Non-Collusion Statement*

By confirming, the authorized signatory affirms that they are making the foregoing proposal, that such proposal is genuine and not collusive or sham; that said proposer has not colluded, conspired, connived, or agreed, directly or indirectly, with any proposer or person, to put in a sham proposal, or that such other person shall refrain from proposing, and has not in any manner, directly or indirectly sought by agreement or collusion, or communication or conference, with any person, to fix the proposal price of affiant or any other proposer, to fix any overhead, profit or cost element of said proposal price, or of that of any proposer, or to secure any advantage against the Board of Education of the Cleveland

Metropolitan School District, or any person or persons interested in the proposal; and that all statements contained in said proposal are true; and further that such proposer has not, directly or indirectly, submitted this proposal, or the contents thereof, or divulged information or data relative thereto to any Association or to any member or agent thereof.

☐ Please confirm

*Response required

9.6. Conflict of Interest Form

Cleveland Metropolitan School District (CMSD) adheres to Ohio Ethics Law and strictly follows the opinion of the Ohio Ethics Commission. As such, each vendor is requested to submit this statement declaring any potential conflicts of interest in doing business with the District. Please answer the following two questions providing all requested information.

9.6.1. Are any current Cleveland Metropolitan School District (CMSD) employees, Cleveland Board of Education members, or any of their immediate family members, also members of the vendor’s board of directors, hold any officer position with the vendor, or own any shares of any stock issued by the vendor?*

☐ Yes

☐ No

*Response required

9.6.2. If Yes, and if the CMSD employee, CMSD board member, or immediately family member is a member of the vendor’s board of directors or holds an office with the vendor, please state the person’s name and position with the vendor.

9.6.3. If Yes, and if the CMSD employee, CMSD board member, or immediate family member owns share of any stock in the vendor organization or company, state the percentage of all outstanding company shares owned by the CMSD employee or board member.

9.6.4. Are any current CMSD employees, CMSD board members, or any immediate family members also employees of the vendor? *

☐ Yes

☐ No

*Response required

9.6.5. If Yes, please state the person’s name and provide a description of their job duties for the provider:

9.6.6. If Yes, please describe the contact that the vendor will have with the CMSD employee or CMSD board member in the course of providing services to the District:

9.6.7. CERTIFICATION*

By confirming, the authorized signatory certifies that the foregoing statements are true and accurate and that my signature below attests to the authenticity of my identity as the person actually signing this form. This document is not a contract. In order for a binding Agreement to exist, a signed Agreement will be required prior to any legally binding commitment by the District.

☐ Please confirm

9.7. Proposer Qualifications Form

9.7.1. Taxpayer Identification Number*

*Response required

9.7.2. How many years has your organization been in business?* *Response required

9.7.3. How many years has your organization been in business under its current name?*

*Response required

9.7.4. List any other aliases your organization has utilized in the last two years and the form of Business*

Respond N/A if not applicable.

*Response required

9.7.5. State the principal place of doing business.*

*Response required

9.7.6. If you are currently a corporation, state the date of incorporation.* *Response required

9.7.7. If you are currently a corporation, list the following:*

• President’s name

• Secretary’s name

• Treasurer’s name

• Statutory agent’s name

• Name of shareholders, if less than 10

*Response required

9.7.8. If you are currently in a partnership, state the name and address of all general and limited partners.*

*Response required

9.7.9. If you are currently in a partnership, list the original name and date of organization’s inception.*

*Response required

9.7.10. If you are neither a corporation nor a partnership, please describe your organization and list principals.*

9.7.11. Are you legally qualified to do business in the State of Ohio?* ☐ Yes

☐ No

*Response required

9.7.12. Are you legally qualified to do business in Cuyahoga County and licensed by the City of Cleveland?*

☐ Yes

☐ No

*Response required

9.7.13. Has your organization ever been (i) declared by a customer to be in default under a contractor and/or (ii) sued by a customer for failure to completely a contract or properly perform services in a timely manner? If yes, please state where, when, and why.*

*Response required

9.7.14. Has your organization ever been cited by a local, county, state, or federal authority for violation of a regulation or statute or failing to timely complete a contract in accordance with specifications? If yes, please state date, agency, and final disposition. *

*Response required

9.7.15. Has your organization ever filed for bankruptcy? If yes, please state where, when and why?*

*Response required

9.7.16. Upload a list of the major customers for whom your organization has provided this type of equipment or service in the past five years. Include owner’s name and type of work performed. *

*Response required

9.7.17. Has your organization ever been sued by a supplier for failure to timely pay for materials or equipment provided? If yes, please provide details. *

*Response required

9.7.18. What is the dollar limit of your firm’s General (CLS) Liability Insurance?* Please list the following information as well:

• Name of insuring company

• Policy Number

9.7.19. What is the dollar limit of your firm’s Automotive Liability Insurance?* Please list the following information as well:

• Owned vehicles

• Non-Owned vehicles

• Name of insuring company

• Policy number

*Response required

9.7.20. List the name and address of every person having an interest in this solicitation.*

*Response required

9.7.21. Has any federal, state or local government entity ever cited or taken any action against your organization or any of its principals for failure to pay or remit any taxes including but not limited to income, withholding, sales, franchise, or personal property taxes? If yes, please give name of agency, date and amount of taxes overdue and resolution of the issue. *

*Response required

9.7.22. Is your organization and its’ principals current in payment of personal property taxes?*

☐ Yes

☐ No

*Response required

9.7.23. By confirming, the prospective lower tier participant certifies, by submission of this solicitation, that neither it nor its principals is presently debarred, suspended, proposed, for debarment or suspension, declared ineligible, or voluntarily excluded from participation in this transaction by any State and/or Federal Department or Agency.

☐ Please confirm

9.7.24. If the prospective lower tier participant is unable to certify to any of the statements in this certification, such prospective participants shall upload an explanation to this solicition.

9.8. Instructions for Certification Regarding Debarment, Suspension, and Other Responsibility Matters Primary Covered Transactions

This certification is required by the regulations implementing Executive Order 12549, Debarment and

Suspension, 13 CFR

Part 145. The regulations were published as Part VII of the May 26, 1988 Federal Register (pages 19160-

19211). Copies of the regulations are available from local offices of the U.S. Small Business Administration.

INSTRUCTIONS FOR CERTIFICATION

1. By affirming and submitting this proposal, the prospective primary participant is providing the certification set out below.

2. The inability of a person to provide the certification required below will not necessarily result in denial of participation in this covered transaction. The prospective participant shall submit an explanation of why it cannot provide the certification set out below. The certification or explanation will be considered in connection with the department or agency's determination whether to enter into this transaction.

However, failure of the prospective primary participant to furnish a certification or an explanation shall disqualify such…