Customer Service Training DS Final.docx

SCHEDULE A – TIER-TWO INSTRUCTIONS & STATEMENT OF WORK

Statewide Operational Consulting Services Tier-Two Bid Process Instructions Department of State

Operational Consulting Services Tier-Two: Customer Service Training Direct Solicitation No. 250000000022

Solicitation Manager Name: Jonathon Khon Direct Phone: 517.241.3886 Email: KhonJ@michigan.gov

Tier-two Direct Solicitation (DS) Timeline

*A bidder’s proposal received at 3:00:01 p.m. Eastern is late and subject to disqualification.

This DS is subject to change. Check www.michigan.gov/SIGMAVSS for current information.

1. PROPOSAL PREPARATION. The State recommends reading all DS materials prior to preparing a proposal, particularly these Proposal Instructions and the Vendor Questions Worksheet. Bidders must follow these Proposal Instructions and provide a complete response to the items indicated in the DS Structure and Documentation table below. References and links to websites or external sources may not be used in lieu of providing the information requested in the DS within the proposal. Include the bidder’s company name in the header of all documents submitted with your proposal. Note that all documents and information submitted as part of a proposal will become public record immediately upon receipt by the State. Proposals received by the State may be posted on the State’s publicly available website after bidders are notified of the award recommendation.

DS Structure and Documentation

2. CONTACT INFORMATION FOR THE STATE. The sole point of contact for the State concerning this DS is listed on the Cover Page. Contacting any other State personnel, agent, consultant, or representative about this DS may result in bidder disqualification.

3. MODIFICATIONS. The State may modify this DS at any time. Modifications will be posted on www.michigan.gov/SIGMAVSS. This is the only method by which the DS may be modified.

4. QUESTIONS. Bidder questions about this DS must be posted on www.michigan.gov/SIGMAVSS no later than the time and date specified on the Cover Page. In the interest of transparency, only written questions are accepted. Answers to questions will be posted on www.michigan.gov/SIGMAVSS. Submit questions using the format below; a Microsoft Excel format or similar is suggested.

5. DELIVERY OF PROPOSAL.

Electronic – The bidder must submit its proposal, all attachments, and any modifications or withdrawals electronically through www.michigan.gov/SIGMAVSS. The price proposal should be saved separately from all other proposal documents. The bidder should submit all documents in a modifiable (native) format (examples include but are not limited to Microsoft Word or Excel and Google Docs or Sheets). In addition to submitting documents in a modifiable format, the bidder may also submit copies of documents in PDF. Attachment file size is limited to 30 MB per document. Bidder’s failure to submit a proposal as required may result in disqualification. The proposal and attachments must be fully uploaded and submitted prior to the proposal deadline. Do not wait until the last minute to submit a proposal, as the SIGMA VSS system requires the creation of an account and entry of certain information, in addition to uploading and submitting the materials. The SIGMA VSS system will not allow a proposal to be submitted after the proposal deadline identified in the solicitation Closing On/Closing Date fields (Summary view/Detail view), even if a portion of the proposal has been uploaded.

Questions on how to submit information or how to navigate in the SIGMA VSS system can be answered by calling (517) 284-0540 or (888) 734-9749. The Solicitation Manager will not provide assistance related to the submittal of the proposal and all attachments on the day of the proposal deadline. Responsibility for a complete submission lies with the bidder. Note that all documents and information submitted in any manner as part of a proposal will become public record immediately upon receipt by the State. Proposals received may be posted by the State on the State’s publicly available website after bidders are notified of the award recommendation.

6. EVALUATION PROCESS. The State will evaluate each proposal based on the following factors:

Proposals receiving 80 or more technical evaluation points will have pricing evaluated and considered for award.

The State may utilize all bidder information, without regard to a proposal’s technical score, to determine fair market value for goods or services sought. The State is not obligated to accept the lowest price proposal. If applicable, the State’s evaluation will include consideration of a bidder’s qualified disabled veterans/service-disabled veteran owned business(QDV/SDVOB) status under MCL 18.1261(8). Additional information on the SDVOB preference is available at: Michigan.gov/SDVOB.

The State strongly encourages strict adherence to the Contract Terms. The State reserves the right to deem a bid non-responsive for failure to accept the Contract Terms. Nevertheless, the bidder may submit proposed changes to the Contract Terms in track changes (i.e., visible edits) with an explanation of the bidder’s need for each proposed change. Failure to include track changes with an explanation of the bidder’s need for the proposed change constitutes the bidder’s acceptance of the Contract Terms. General statements, such as that the bidder reserves the right to negotiate the terms and conditions, may be considered non-responsive. Failure to respond timely to requests for proposed changes to Contract Terms during ongoing negotiations may be cause for disqualification.

The State may but is not required to conduct an on-site visit to tour and inspect the bidder’s facilities; require an oral presentation of the bidder's proposal; conduct interviews, research, reference checks, and background checks; and request additional price concessions at any point during the evaluation process.

7. NOTICE OF DEFICIENCY. The State reserves the right to issue a Notice of Deficiency to bidders if the State determines after the proposal deadline that a portion of the DS was deficient, unclear, or ambiguous. Failure to respond to a Notice of Deficiency timely may be cause for disqualification.

8. CLARIFICATION REQUEST. The State reserves the right to issue a Clarification Request to a bidder to clarify its proposal if the State determines the proposal is not clear. Failure to respond to a Clarification Request timely may be cause for disqualification.

9. RESERVATIONS. The State reserves the right to:

a. Disqualify a bidder for failure to follow these instructions.

b. Discontinue the DS process at any time for any or no reason. The issuance of an DS, your preparation and submission of a proposal, and the State’s subsequent receipt and evaluation of your proposal does not commit the State to award a contract to you or anyone, even if all the requirements in the DS are met.

c. Consider late proposals if: (i) no other proposals are received; (ii) no complete proposals are received; (iii) the State received complete proposals, but the proposals did not meet mandatory minimum requirements or technical criteria; or (iv) the award process fails to result in an award.

d. Consider an otherwise disqualified proposal if no other proposals are received.

e. Disqualify a proposal based on: (i) information provided by the bidder in response to this DS; (2) the bidder’s failure to complete registration on www.michigan.gov/SIGMAVSS ; or (3) if it is determined that a bidder purposely or willfully submitted false or misleading information in response to the DS.

f. Consider prior performance with the State in making its award decision.

g. Consider overall economic impact to the State when evaluating proposal pricing and in the final award recommendation. This includes but is not limited to: considering principal place of performance, number of Michigan citizens employed or potentially employed, dollars paid to Michigan residents, Michigan capital investments, job creation, tax revenue implications, and economically disadvantaged businesses.

h. Consider total-cost-of-ownership factors (e.g., transition and training costs) when evaluating proposal pricing and in the final award recommendation.

i. Refuse to award a contract to any bidder that has failed to pay State taxes or has outstanding debt with the State.

j. Enter into negotiations with one or more bidders on price, terms, technical requirements, or other deliverables.

k. Award multiple, optional-use contracts, or award by Contract Activity.

l. Evaluate the proposal outside the scope identified in the Evaluation Process section of this document if the State receives only one proposal.

10. AWARD RECOMMENDATION. The contract will be awarded to the responsive and responsible bidder who offers the best value to the State, as determined by the State. Best value will be determined by the bidder meeting the minimum point threshold and offering the best combination of the factors stated in the Evaluation Process section of this document, and price, as demonstrated by the proposal. The State will post an Award Recommendation and Evaluation Synopsis on www.michigan.gov/SIGMAVSS or in the manner it was originally published.

11. DEBRIEF MEETING AND BID PROTEST. The State will publish an Award Recommendation and Evaluation Synopsis which will provide instructions on how to request a debrief meeting.

If you wish to initiate a protest of the award, you must submit your written protest to KhonJ@Michigan.gov, no later than 3:00 p.m. EST 5 business days after posting the Award Recommendation and Evaluation Synopsis. The State reserves the right to adjust this timing and will publish any change.

Additional information about the protest process is available at DTMB - Programs and Policies (michigan.gov) under the “Bidder Protests” link.

12. STATE ADMINISTRATIVE BOARD. Contracts equal to $250,000 or greater than require approval by the State Administrative Board. The State Administrative Board’s decision is final; however, its approval does not constitute a contract. The award process is not complete until the awarded contractor receives a contract fully executed by all parties.

13. GENERAL CONDITIONS. The State will not be liable for any costs, expenses, or damages incurred by a bidder participating in this solicitation. The bidder agrees that its proposal will be considered an offer to do business with the State in accordance with its proposal, including the Contract Terms, and that its proposal will be irrevocable and binding for a period of 180 calendar days from date of submission. If a contract is awarded to the bidder, the State may, at its option, incorporate any part of the bidder’s proposal into a contract. This DS is not an offer to enter into a contract. This DS may not provide a complete statement of the State’s environment or contain all matters upon which agreement must be reached. The bidder understands that their proposal will become public record immediately upon receipt by the State. Other than verified trade secrets, proposals submitted via www.michigan.gov/SIGMAVSS are the State’s property.

14. CONFIDENTIAL TREATMENT FORM AND THE FREEDOM OF INFORMATION ACT. As a public record, all portions of the bidder’s proposal and resulting contract are subject to disclosure as required under Michigan’s Freedom of Information Act (FOIA), MCL 15.231, et seq. However, the State may exempt some information from disclosure as permitted by law. Under MCL 18.1261(13)(b), records containing “a trade secret as defined under section 2 of the uniform trade secrets act, 1998 PA 448, MCL 445.1902,” are exempt from disclosure under FOIA. In addition, “financial or proprietary information” submitted with a bidder’s proposal is exempt from disclosure under FOIA. A bidder’s failure to comply with this Section is grounds for rejecting a bidder’s proposal as non-responsive. As a part of its proposal, each bidder must follow the procedure below.

a. SUBMIT A COMPLETED CONFIDENTIAL TREATMENT FORM WITH YOUR BID. Completion and submission of the Confidential Treatment Form (CT Form) is required regardless of whether the bidder seeks confidential treatment of information. Failure to submit a completed CT Form may be cause for disqualification from the solicitation process. If a bidder fails to properly complete and submit the CT Form or otherwise fails to follow CT Form instructions, the proposal may be publicly disclosed in its entirety without redaction after an award recommendation.

Complete and sign Section 1 of the CT Form if the bidder does NOT request confidential treatment of information contained in its proposal; or Complete and sign Section 2 of the CT Form if the bidder requests confidential treatment of certain information. Bidder must also submit a copy of the proposal with the trade secret, financial, and proprietary information redacted and clearly labeled as the “PUBLIC COPY.”

Failure to complete and sign a CT Form may result in disqualification of the bidder. If a bidder fails to properly complete and submit the CT Form or otherwise fails to follow the CT Form instructions, the proposal, in its entirety, may be publicly disclosed by the State without redaction after an award recommendation.

b. FOIA REQUESTS. If a FOIA request is made for a bidder’s proposal, the Public Copy may be distributed to the public along with the bidder’s CT Form. The CT Form is a public document and serves as an explanation for the redactions to the Public Copy. Do not put any trade secret, financial, or proprietary information in the CT Form. Do not redact the CT Form itself.

c. NO ADVICE. The State will not advise a bidder as to the nature or content of documents entitled to protection from disclosure under FOIA or other laws, as to the interpretation of such laws, or as to the definition of trade secret or financial or proprietary information. Nothing contained in this provision will modify or amend requirements and obligations imposed on the State by FOIA or other applicable law. The State is not obligated to notify a bidder if a FOIA request for bidder’s proposal is received nor if bidder’s proposal is made available to the public.

d. FAILURE TO REQUEST CONFIDENTIAL TREATMENT. Failure to request material be treated as confidential as specified herein relieves the State, its agencies, and personnel from any responsibility for maintaining material in confidence.

e. Bids containing a request to maintain an entire proposal as confidential may be rejected as non-responsive. Bidders may not request confidential treatment with respect to resumes, pricing, and marketing materials. The State reserves the right to determine whether material designated as exempt by a bidder falls under MCL 18.1261 or other applicable FOIA exemptions. If a FOIA request is made for materials that the bidder has identified as trade secret, financial, or proprietary information, the State has the final authority to determine whether the materials are exempt from disclosure under FOIA.

f. Bidder forever releases the State, its departments, subdivisions, officers, and employees from all claims, rights, actions, demands, damages, liabilities, expenses and fees, which arise out of or relate to the disclosure of all or a portion of bidder’s proposal submitted under this DS. Bidder must defend, indemnify and hold the State, its departments, subdivisions, officers, and employees harmless, without limitation, from and against all actions, claims, losses, liabilities, damages, costs, attorney fees, and expenses (including those required to establish the right to indemnification), arising out of or relating to any FOIA request, including potential litigation and appeals, related to the portion of bidder’s proposal submitted under this DS that bidder has identified as a trade secret, or financial or proprietary information. The State will notify bidder in writing if indemnification is sought. The State is entitled to: (i) regular updates on proceeding status; (ii) participate in the defense of the proceeding; (iii) employ its own counsel; and to (iv) retain control of the defense, or any portion thereof, if the State deems necessary. Bidder will not, without the State’s written consent (not to be unreasonably withheld), settle, compromise, or consent to the entry of any judgment in or otherwise seek to terminate any claim, action, or proceeding. If a State employee, official, or law is involved or challenged, the State may control the defense of that portion of the claim. Any litigation activity on behalf of the State, or any of its subdivisions under this Section, must be coordinated with the Department of Attorney General. An attorney designated to represent the State may not do so until approved by the Michigan Attorney General and appointed as a Special Assistant Attorney General.

Confidential Treatment Form INSTRUCTIONS. A signed and dated Confidential Treatment Form (CT Form) must be submitted with your proposal, regardless of whether your proposal contains confidential information.

1. Complete either Section 1 or Section 2 of this form and sign where indicated. Do not complete both sections. Note: Completion of Section 2 is required to request confidential treatment.

2. This form must be signed by the individual who signed the bidder’s proposal.

Failure to submit a completed CT Form with your bid is grounds for rejecting the proposal as non-responsive.

In addition, failure to follow the instructions on this form or to properly complete and submit it may result in the entire proposal being publicly disclosed by the State without redaction after an award recommendation.

See the Confidential Treatment Form and the Freedom of Information Act section of the Proposal Instructions for additional information.

Section 1. CONFIDENTIAL TREATMENT IS NOT REQUESTED This section must be completed, signed, and submitted with the proposal if the bidder does not request confidential treatment of any material contained in the proposal. If this section is completed, do not complete Section 2.

By signing below, the bidder affirms that confidential treatment of material contained in their proposal is not requested.

DS Number

DS Title

Signature

Date

Printed Name, Title, Company

Section 2. CONFIDENTIAL TREATMENT IS REQUESTED Bidders must complete, sign, and submit this section with the proposal, to request confidential treatment of any material contained in the proposal. If this section is completed, do not complete Section 1.

Bidders must specifically identify the information to be protected as confidential and/or proprietary and state the reasons why protection is necessary. As shown in the table below, the following details are required for each confidentiality request.

1. The proposal page number, section number, and paragraph number.

2. Whether the material referenced is Trade Secret (TS), Proprietary Financial Information (FI), or Proprietary Information (PI). Bidders may not request confidential treatment of resumes, pricing, and marketing materials.

3. An explanation of the specific legal grounds that support treatment of the material as TS, FI, or PI and a complete justification as to how the material falls within the scope of an applicable FOIA exemption or relevant case law. Bidders must not simply cite an applicable exemption or case name.

4. The person at their organization authorized to respond to inquiries by the State concerning the material and their contact information.

REQUIRED: Bidders completing this section must also submit a copy of the proposal with the trade secret, financial, and proprietary information redacted and clearly label this redacted copy as the PUBLIC COPY.

(1) Proposal Page #, Section #, Paragraph # (2) Material is Trade Secret (TS), Proprietary Financial Information (FI), Proprietary Information (PI) (3) Applicable FOIA Exemption with Written Justification (4) Bidder Contact Information

Bidders may add rows or additional pages using the same format shown in the table.

State of Michigan FOIA Requests The State reserves the right to determine whether material designated as exempt by a bidder falls under MCL 18.1261 or other applicable FOIA exemptions.

If a FOIA request is made for materials that the bidder has identified as trade secret, financial, or proprietary information, the State has the final authority to determine whether the materials are exempt from disclosure under FOIA.

The State is not obligated to notify a bidder if a FOIA request for bidder’s proposal is received nor if bidder’s proposal is made available to the public. This form, and any additional justification letters, are not exempt from release under FOIA.

By signing below, the bidder affirms that confidential treatment of material contained in their proposal is requested and has attached to this form a redacted “Public Copy” of the bidder’s proposal.

DS Number

DS Title

Signature

Date

Printed Name, Title, Company

Vendor Questions Worksheet Provide a detailed response to each question. “You” and “company” refers to the bidder.

Participation in Solicitation Development or Evaluation

If you enter “YES”, you are not eligible for contract award or to work as a subcontractor for the awarded vendor.

If you enter “YES,” you are not eligible for contract award. An awarded vendor may not partner or subcontract with anyone to provide goods and services required under a resulting contract if that subcontractor or partner assisted in the development of this solicitation.

If you enter “YES”, you are not eligible for contract award or to work as a subcontractor for the awarded vendor.

Qualified Disabled Veteran/Service-Disabled Veteran-Owned Business Program

assisted in the development of this solicitation.

State of Michigan Experience and Prior Experience

Does your company have experience working with the State of Michigan? If so, please provide a list (including the contract number) of the contracts you hold or have held with the State for the last 10 years.

Describe at least 3 relevant experiences from the last 5 years supporting your ability to successfully manage a contract of similar size and scope for the work described in this DS.

Experience 1

Company name.

Contact name.

Contact role at time of project.

Contact phone.

Contact email.

City.

State.

Zip.

1. Project name and description of the scope of the project.

2. What role did your company play?

3. How is this project experience relevant to the subject of this DS?

Dollar value.

Start and end date (mm/yy – mm/yy)

Status (completed, live, other – specify phase)

Results obtained.

Experience 2

Company name.

Contact role at time of project.

City.

1. Project name and description of the scope of the project.

Dollar value.

Start and end date (mm/yy – mm/yy)

Status (completed, live, other – specify phase)

Results obtained.

Experience 3

Company name.

Contact role at time of project.

City.

1. Project name and description of the scope of the project.

Dollar value.

Start and end date (mm/yy – mm/yy)

Status (completed, live, other – specify phase)

Results obtained.

Michigan Economic Impact

Number of employees currently employed at locations within the State of Michigan.

Number of additional employees to be employed at locations within the State of Michigan if awarded this Contract (if any)

Minimum wage paid to employees employed at locations within the State of Michigan.

Average wage paid to employees employed at locations within the State of Michigan.

Percentage of employees employed at locations within the State of Michigan that are covered by employer-provided health insurance.

Response to State Requests

SCHEDUELE A - OPERATIONAL CONSULTING SERVICES – TIER-TWO STATEMENT OF WORk Direct Solicitation No. 250000000022 Customer Service Training The Contractor selected will be issued a Contract Change Notice and/or Delivery Order for which the terms will be governed by the Contract Terms from appropriate Pre-Qual contracts: 250000000415, 250000000416, 250000000417, 250000000418, 250000000419, 250000000420, 250000000421, 250000000422, 250000000423, 250000000424, 250000000425, 250000000426, 250000000427, 250000000428, 250000000429, 250000000430, 250000000431, 250000000432, 250000000433, 250000000434, 250000000435, 250000000436, 250000000437, 250000000438, 250000000439, 250000000440, 250000000441, 250000000442, 250000000443, 250000000444, 250000000445, 250000000446, and this Statement of Work (SOW).

This DS will result in a Contract Change Notice (CN) for Operational Consulting Services through the awarded Contractor.

This schedule identifies the anticipated requirements of any Contract resulting from this DS. The term “Contractor” in this document refers to a bidder responding to this DS, as well as the Contractor who is awarded the contract. The term “Bidder” is used to identify where specific responses to the DS are required.

The Contractor must respond to each requirement or question and explain how it will fulfill each requirement. Attach any supplemental information and appropriately reference within your response.

IMPORTANT NOTE TO CONTRACTORS/BIDDERS: There are specific requirements for which acceptance must be simply acknowledged through a checkbox(es), and others that require further explanation. Click the appropriate checkbox and complete the entries as appropriate.

BACKGROUND

Original Contract requirements apply for this Section, in addition to the following:

The Bureau of Quality & Customer Experience (BQCX) is seeking a vendor to improve the customer experience (CX) from start to finish; by identifying soft skills inadequacies, knowledge, and delivery of service from the employee experience (EX).

The lack of a standardized soft skills training program has led to:

- Inconsistent customer service experiences

- Erosion of public trust

- Missed opportunities to deliver “get it right the first time” services Many staff members lack crucial soft skills such as active listening, empathy, conflict resolution, and adaptability, resulting in poor service delivery.

Quantitative Findings (March 1, 2024 – March 1, 2025) Dashboard/Google Reviews:

- Poor Ratings: 24% (729/2,992)

- Satisfactory Ratings: 3% (82/2,992)

Complaint Summary:

Qualitative Findings – Secret Shopper Program

- 9 out of 34 customers were not greeted at arrival.

- Staff lacked purpose, empathy, and offered no service options.

- Staff failed to assist elderly or vulnerable customers.

- Customers reported being rushed, misunderstood, or disrespected.

- Negative tone, body language, and lack of emotional intelligence.

Expected Outcomes

- Improve public-facing service and branch/call center culture.

- Equip staff to serve with empathy, cultural awareness, and decision-making skills.

- Improve MDOS public image and Google review satisfaction.

- Build lasting trust and relational interactions with Michigan residents.

SCOPE

Original Contract requirements apply for this Section in addition to the following:

Develop and deliver a comprehensive, human-centered Customer Experience (CX) training program focused on enhancing customer service quality in MDOS branches and call centers. The training will equip staff with the skills to create consistent, empathetic, and trust-based interactions with the public, especially for underserved populations. This training will be required for all public facing employees. A multi-year contract will be established to provide a continuous learning and Train the Trainer (TTT) resource for BQCX.

1. REQUIREMENTS

A. Provide services as required by the Tier-Two SOW issued by MDOS to develop project work plans, consult with all stakeholders, provide performance metrics, provide recommendations for improvements for projects, and identify, assess, and prioritize risks to projects. While each SOW will contain unique service levels and requirements, general deliverables may include but are not limited to.

1) Developing project plans to specify timelines and milestones for initiatives.

2) Facilitating meetings with internal and external stakeholders

3) Transferring knowledge and providing support necessary to sustain long term success.

4) Developing workforce, organizational, and training programs, including deployment strategies.

5) Providing project documentation in secure and accessible formats.

B. The State agency will issue each Tier-Two SOW to all prequalified Contractors, through SIGMA Vendor Self-Service (VSS). The Tier-Two SOW will identify specific deliverables, period of performance not to exceed the time allowed on this base Contract, identification of specific responses required, work evaluation and payment criteria that apply to that SOW. The State agency issuing the Tier-Two SOW request and Contractors responding to the Tier-Two SOW must follow this process:

1) The State agency or MiDEAL member will issue a SOW to all prequalified Contractors with a timeline including due dates for questions, responses, award, and performance period.

2) The Contractor must provide the criteria required in each SOW in their bid response and pricing must not exceed rates provided in the base Contract Schedule B - Pricing.

3) Award by the State will be based on best value using the criteria identified in the Tier-Two SOW.

4) The State has the right to expand project iterations that fall within the same scope of an awarded Tier-Two SOW through a Change Notice, at additional agreed-to cost, beyond the initial service timeframe but not exceeding the time allowed on the base Contract. Examples of what additional project iterations may focus on include continued leadership coaching, pilot projects, and/or data refinement.

C. Contractor confirms proficiency in virtual facilitation of services to be delivered if required by the individual SOW, and the platform must be approved by the State of Michigan. The Contractor:

1) Is proficient in utilizing various platforms for virtual facilitation of meetings and trainings (i.e. Microsoft Teams, Zoom).

2) Has the ability to leverage breakout room functionality for training and client meetings.

3) Has experience conduct hybrid meetings (combination of client facing and virtual attendees).

General Requirements The Contractor will be responsible for complying with all the original Contract Requirements and for providing all Deliverables, Services and Staff to perform the work as indicated below.

The Contractor must:

A. Establish a structural training program focusing on the following:

1) Soft Skills Development

2) Interpersonal Tools to Build Trust

3) Empathetic Services Approaches

4) Customer-Centric Culture

5) Human-Centered Design Thinking

Aim: Move from transactional to relational service delivery and equip staff to support all customer groups with empathy, emotional intelligence, and critical thinking.

Phase 1 – Design Contractor must:

a. Play a lead role in the planning, facilitation, and documentation of the planning process.

b. Involve appropriate internal stakeholders in the planning process.

c. Ensure the inclusion of diverse voices in the planning activities, remove bias, and calculate stakeholder input, while using a collaborative approach to setting priorities and mapping the best route to implementation.

d. Perform an assessment of MDOS, BQCX EX readiness that builds on BQCX EX assessments and process improvement work, to date.

e. Include what training they will provide based on their assessment of BQCX.

f. Provide metrics to support recommended training to implement CX & EX methodology.

g. Document all deliverables (agenda, facilitation plan(s), etc. electronically and must assist in reviewing information and inputs to establish additional goals and the identification of informational needs.

h. Customized initial facilitation plan including stakeholder involvement, process, and timeframe of completion. (Section 5.1)

i. Review the draft written proposed training with BQCX and other stakeholders as requested.

j. Develop a customized training facilitation plan for a continuous learning and train-the-trainer program in partnership with BQCX/MDOS.

k. Submit a draft workshop facilitation plan 2 weeks prior to the scheduled engagement to MDOS.

l. Incorporate feedback or edits from MDOS that would assist in meeting the desired results to the facilitation plan.

MDOS must:

a. Review and approve the final facilitation plan within 5 business days of receiving the draft plan.

b. MDOS will brief on necessary details to meet the assessment and process improvement work requirement. See Phase 1 d.

Phase 2 - Workshop Activities

a. The Contractor in partnership with MDOS will evaluate workshop feedback for continuous improvement purposes and identify methodology, strategic plan initiatives, and training recommendations.

b. The Contractor must provide a draft report in a modifiable digital format (Microsoft Word) within 10 business days of the facilitated workshop(s). This will include:

1. Methodology used for EX and CX process (overview of activities used, results, with facilitation instruction, tips and tricks).

2. EX training program recommended to be used by the State of Michigan.

3. Workshop documentation of next steps and goals, facilitated activity results, additional goals established as a result of the workshop(s), identification of information needed for committee or sub-committee work.

Phase 3 – Delivery Contractor must:

a. Lead the facilitation of the workshop(s) and any necessary work pre- or post-workshop required to deliver the EX and CX methodology.

b. Provide facilitated coaching of workshop participants to lead the team to the desired results.

c. Provide copies of all workshop facilitation materials, including any pre-work or post-work follow up, in a modifiable digital format (Microsoft Word).

d. All materials that support the methodology used for the data gathered should be tailored to MDOS. This includes but is not limited to templates, facilitation guides, and training.

e. The facilitation materials, activities, deliverables, and reports will be a State of Michigan owned product, and the State will have rights to use all materials, activities, deliverables, and reports in perpetuity.

f. Document the work of the workgroup and must play a lead role in compiling information and input from workgroup members. Contractor must play a lead role in producing a final report which reflects the accomplishments and next steps of the workgroup(s).

MDOS must:

a. Provide logistical support (MDOS training room reservations, equipment, and supplies) as requested.

Optional Deliverables Contractor response to include a post internal workshop deliverable for the vendor to facilitate a “methodology application/tailoring” workshop, this could be a session where we walk through a recent enterprise roll out and identify what we might have done different if we followed this EX/CX method. The session could identify structural items that are essential to the section’s success and a road map to follow to operationalize EX/CX. (Possible outcomes could be governance models, revised process maps, section mission impact with possible additions or revision, role definition, etc.)

List all exception(s):

Bidder must describe how they comply with the above requirement(s):

Training The Contractor must explain its training capabilities and all training that is included in its proposal for the items below. MDOS prefers to have all training delivered in person. Upon completion, all trainees must receive a certificate of completion and be given an anonymous training evaluation survey which must be collected at the end of each training session.

a. Training of all public facing employees

b. Train the Trainer (TTT) The Contractor is responsible for developing the training agenda, presentation, and training materials that will be approved by the Program Manager.

List all exception(s):

Bidder must explain its training capabilities and any training that is included in its proposal:

Specific Standards The Contractor will be responsible for complying with all the original Contract Requirements.

End-User Operating Environment The Contractor will be responsible for complying with all the original Contract Requirements.

Required Functionality Relating to Data Retention, Disposal, and Retrieval The Contractor will be responsible for complying with all the original Contract Requirements.

Service Requirements Delivery Delivery of all contract activities will be expected within 12 months from receipt of order. The receipt of order date is pursuant to the Notices section of the Standard Contract Terms.

a. Training sessions and workshops must be held in person unless extenuating circumstances arise, and approval has been granted by the Program Manager to do so virtually.

b. In person training and workshop(s) will be held at MDOS locations in Lansing and Detroit.

c. MDOS is open to Contractor locations if approved by the Program Manager.

d. In the event of virtual training and workshops being approved, they must be delivered via Microsoft TEAMS.

List all exception(s):

Bidder must identify its plan for delivery and delivery method(s):

Acceptance Final Acceptance

a. Final acceptance is expressly conditioned upon completion of all deliverables.

b. Completion of all tasks in the project facilitation plan as approved.

c. Completion of all applicable testing.

d. Certification by the MDOS Program Manager that the Contractor has met the defined requirements.

List all exception(s):

Staffing Contractor Representative The Contractor will be responsible for complying with all the original Contract Requirements.

The Contractor must appoint one Contractor Representative specifically assigned to State of Michigan accounts, who will respond to State inquiries regarding the Contract Activities, answer questions related to ordering and delivery, etc. (the “Contractor Representative”). Bidder must identify its Contractor Representative.

The Contractor must notify the Contract Administrator at least 30 calendar days before removing or assigning a new Contractor Representative.

List all exception(s):

Bidder must identify its Contractor Representative:

Program Manager The Program Manager for each party will monitor and coordinate the day-to-day activities of this SOW (each a “Program Manager”):

Angela Harness 7064 Crowner Dr.

Lansing, MI 48917 HarnessA@Michigan.gov 517.281.7185 [Name] [Street Address] [City, State, Zip] [Email] [Phone]

Customer Service Number

The Contractor must specify its number for the State to contact the Contractor Representative. The Contractor Representative must be available for calls during the hours of 8:00 am to 5:00 pm EST.

Customer Service Number:

Work Hours The Contractor will be responsible for complying with all the original Contract Requirements.

The Contractor must provide Contract Activities during the State’s normal working hours Monday – Friday, 8:00 a.m. to 5:00 p.m. EST

List all exception(s):

Key Personnel

The Contractor must identify all individuals directly responsible for the day-to-day operations of this Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

Contractor’s Key Personnel must be on-site at the agreed upon location during all training and workshop(s).

The Contractor must identify the Key Personnel, indicate where they will be physically located, describe the functions they will perform, and provide current chronological résumés.

List all exception(s):

A. The Contractor must identify all Key Personnel that will be assigned to this contract in the table below which includes the following:

1. Name and title of staff that will be designated as Key Personnel.

2. Key Personnel years of experience in the current classification.

3. Identify which of the required key personnel positions they are fulfilling.

4. Key Personnel’s roles and responsibilities, as they relate to this DS, if the Contractor is successful in being awarded the Contract. Descriptions of roles should be functional and not just by title.

5. Identify if each Key Personnel is a direct, subcontract, or contract employee.

6. Identify if each Key Personnel staff member is employed full-time (FT), part-time (PT) or temporary (T), including consultants used for the purpose of providing information for the proposal.

7. List each Key Personnel staff member’s length of employment or affiliation with the Contractor’s organization.

8. Identify each Key Personnel’s percentage of work time devoted to this Contract.

9. Identify where each Key Personnel staff member will be physically located (city and state) during the Contract performance.

<Add more rows below as needed> 1.

Name 2.

Years of Experience in Current Classification 3.

Role(s) / Responsibilities 4.

Direct / Subcontract/ Contract 5.

% of Work Time 6.

Physical Location

B. The Contractor must provide detailed, chronological resumes of all proposed Key Personnel, including a description of their work experience relevant to their purposed role as it relates to the DS.

Qualifications will be measured by education and experience with particular reference to experience on projects similar to that described in the DS.

Bidder must provide the resumes and information as required above – either in this response box or identified here as an attachment to this DS labelled as Resumes.

Organizational Chart The Contractor must provide an overall organizational chart that details staff members, by name and title, and subcontractors.

Bidder must provide detailed information as required above – either in this response box or identified here as an attachment to this DS labelled as Org Chart.

Disclosure of Subcontractors If the Contractor intends to utilize subcontractors for this SOW, the Contractor must disclose the following:

· The legal business name; address; telephone number; a description of subcontractor’s organization and the services it will provide; and information concerning subcontractor’s ability to provide the Contract Activities.

· The relationship of the subcontractor to the Contractor.

· Whether the Contractor has a previous working experience with the subcontractor. If yes, provide the details of that previous relationship.

· A complete description of the Contract Activities that will be performed or provided by the subcontractor Bidder must provide detailed information as requested in the above requirement(s).

The legal business name, address, telephone number of the subcontractor(s).

A description of subcontractor’s organization and the services it will provide and information concerning subcontractor’s ability to provide the Contract Activities.

The relationship of the subcontractor to the Bidder.

If yes, provide the details of that previous relationship.

A complete description of the Contract Activities that will be performed or provided by the subcontractor.

Of the total bid, the price of the subcontractor’s work.

Security

The Contractor must explain any additional security measures in place to ensure the security of State facilities. The State may require the Contractor’s personnel to wear State issued identification badges.

The Contractor’s staff may be required to make deliveries to or enter State facilities. The Contractor must: (a) explain how it intends to ensure the security of State facilities, (b) whether it uses uniforms and ID badges, etc., (c) identify the company that will perform background checks, and (d) the scope of the background checks.

List all exception(s):

Bidder must explain any additional security measures in place to ensure the security of the State and its facilities:

Project Management Preliminary Project Plan The Contractor must submit a project plan with their proposal. The plan must conform with the Scope Section 1.1.

List all exception(s):

Bidder must submit its project plan with their bid as described above:

Final Project Plan

The Contractor will carry out this project under the direction and control of the Program Manager. The final plan must be provided within 30 days of Effective Date to the Program Manager for approval. The plan must include: (a) the Contractor's organizational chart with names and title of personnel assigned to the project, which must align with the staffing stated in accepted proposals; and (b) the project breakdown showing sub-projects, tasks, timeline, and resources required.

List all exception(s):

Bidder must submit its project plan as described above:

Meetings

The Contractor must attend the following meetings:

a. Kickoff meeting within 10 calendar days of Effective Date.

b. Within 10 calendar days of the Kickoff meeting, meet with the Program Manager to schedule initial workshop meetings.

c. Update/Revision meetings must be held monthly at a minimum.

d. The State may request other meetings, as it deems appropriate.

List all exception(s):

Reporting

Additionally, the Contractor must submit to the Program Manager the following written reports:

Phase 1

a. Customized initial plan including stakeholder involvement, process, and timeframe for completion.

b. Draft written proposed training.

c. Customized training facilitation plan.

d. Draft workshop facilitation plan.

e. Final facilitation plan.

Phase 2

a. Draft report within 10 days of the facilitated workshop(s) and…