DDD702_CRP30936_Original_Contract..pdf

Rev. 4.19.22

Index No.: DDD702 Eff. Date: 07/01/2025 Page No.: 1

STATE OF OHIO

DEPARTMENT OF ADMINISTRATIVE SERVICES

GENERAL SERVICES DIVISION

OFFICE OF PROCUREMENT FROM COMMUNITY REHABILITATION PROGRAMS

4200 SURFACE ROAD, COLUMBUS, OH 43228-1395

MANDATORY USE CONTRACT FOR: Call Center Services, DDD, Help Desk

CONTRACT No.: CRP30936 EFFECTIVE DATES: 07/01/2025 to 06/30/2027

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

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

This mandatory contract is available to Department of Developmental Disabilities, 30 East Broad Street, Floor 13, Columbus, OH 43215.

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

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

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

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

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

Signed: _______________________________________________________ Kathleen C. Madden, Director Date file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3_31_25.pdf file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3_31_25.pdf https://ohiobuys.ohio.gov/page.aspx/en/usr/login?ReturnUrl=%2fpage.aspx%2fen%2fbuy%2fhomepage

TABLE OF CONTENTS

SPECIFICATIONS PAGE NO.

SCOPE OF WORK 3-9

CONTRACT ITEMS

COST SUMMARY 10

CONTRACTOR’S INDEX 11

SPECIFICATIONS

I. SCOPE OF WORK

This document describes the Scope of Work for the call center services that Cleveland Sight Center (CSC) will provide to the Ohio Department of Developmental Disabilities (DODD). The scope of work includes four areas: I. Contract Center Services; II. Key Performance Indicators; III. Back Office; and IV. Dedicated Representatives. This scope of work does not replace the Department of Administrative Services Office of Procurement from Community Rehabilitation Program’s Standard or Special Terms and Conditions.

II. CALL CENTER SERVICES

CSC will provide the following Call Center Services to DODD for the time period covered by the contract:

A. Handle up to 1500 phone calls each month at the required service levels defined in the Service Level Agreement

(Appendix 1).

B. Recruit, train and supervise high quality staff to work in the Contact Center.

C. Utilize automated functions and a live call center to respond efficiently, effectively and with a high level of customer service to the calls placed to 1-800-617-6733 Option 4.

D. Provide warm and cold transfers according to DODD approved procedures.

E. Provide Level 1 support to DODD departments and the general public. The issues and call handling defined as Level 1 will be approved by DODD. Level 1 handling includes: Keyword Transfers, Transfers by Name, OH|ID and other topics to be determined.

F. Operate a central IT Help Desk Level 1 using Service Now according to the business rules and procedures approved by DODD. The specification for the IT Help Desk is as follows:

1. Operates during business hours: 7am-7pm Monday – Friday and 9am-6pm Weekends.

2. Customer Service Representative will enter Service Now information that will capture the caller information (name, number, best time to call, and a summary of the issue).

3. DODD will train up to five people from CSC on Service Now to enter the ticket information and to use business rules (search before creating a new ticket).

G. Provide an automated customer satisfaction survey. CSC will configure and deploy a phone-based survey that will allow the caller to self-report their satisfaction. Survey results will be reported to DODD as a measure of customer satisfaction.

H. Perform general troubleshooting for OH|ID accounts as well as account creation.

I. Maintain strict confidentiality when handling DODD calls. Unless required by legal order or with written approval from authorized DODD personnel, CSC will not transmit any personally identifiable information, recordings, or data collected during the course of providing services to DODD customers to any third-party.

J. The Call Center will be available during business hours except for holidays and emergencies declared by President of the United States, A Federal Agency with appropriate authority, Governor of the State of Ohio, or a State Agency with appropriate authority. The Call Center will be closed on these actual and observed holidays: New Year’s Day, Martin Luther King Jr Day, President’s Day, Easter, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas Day. The call center will also be closed on any new Federal or State holidays that are designated during the contract period

K. The voicemail pr callback system will be available to provide information to callers outside of business hours.

L. The hours of operation can be modified by mutual consent of CSC and DODD (i.e. during peak season or campaigns) using CSC’s current rates of service.

SPECIFICATIONS, CONTINUED

M. In order to meet the requirements in this scope of work, CSC may make use of a subcontractor. If a subcontractor is used CSC will assure that service is provided at a comparable level of quality and performance. If subcontracting is implemented, CSC will train and manage the subcontractor.

N. CSC assumes responsibility for all work, in whole or in part, by CSC, or a subcontractor. CSC will be the sole point of contact regarding contractual matters, including payment of all charges resulting from the Scope of Work. CSC will be fully responsible for any default by the subcontractor just as if CSC itself had defaulted. CSC may remove the subcontractor if doing so is necessary for legal or disciplinary reasons. However, CSC must make reasonable effort to give DODD 30 calendar days prior written notice of the removal.

III. SERVICE LEVEL AGREEMENT

1. Each month CSC will achieve the performance standards listed in the Service Level Agreement (Appendix 1).

2. CSC will comply with the performance standards when providing services. Upon evidence that CSC has not met one or more standards, CSC agrees to apply the prescribed discounts according to the Service Level Agreement for any penalties that are incurred.

3. If, during the course of performance of this Scope, a dispute relating to the scope of work, service delivery or standards arises between DODD or CSC, DODD and CSC will first attempt to resolve the dispute following the informal process:

Either DODD or CSC, through its Designated Representative, may initiate the process by notifying the other party that it wishes to confer in an attempt to resolve the dispute. Once the process has been initiated, the Designated Representatives arrange a meeting. The meeting will take place as soon as practical, either by phone or in person at a mutually agreeable location. At the meeting, the Designated Representatives may take any other steps that are authorized under the Scope or if necessary, the provisions in the Standard and Special Terms and Conditions for the State of Ohio Community Rehabilitation Program contracts.

IV. BACK OFFICE

CCS will make available or perform the following to enable DODD to have effective oversight of the performance of this scope of work:

A. Collect and report data from all telephone and e-mail interactions including but not limited to (caller automatic number identification, caller name, caller address, caller phone number, issue, resolution of issue, transfer location, length of call, calls offered, calls handled by agent, calls handled by automation, abandon rate, average hold time, etc.). Data will be generated automatically and by the automatic call distribution system, the interactive voice response system as well as information collected by Customer Service Representatives and the final dispositions of calls. Summary reports as well as drill-down detail will be made available. All reports can be exported to a variety of formats including Word, PDF, and Excel.

B. Provide DODD staff with access to online or email reporting. DODD shall have access to hourly, daily, weekly, monthly and yearly reports. Reports shall include but not be limited to the following information:

1. Call Volume Reports

2. Average Caller hold times

3. Service Levels (calls answered within 20 seconds).

4. Number of callers answered live

5. Number of callers answered by an auto attendant

6. Number of calls during each hour

7. Number of abandoned calls

8. Length of call

9. Digital recording of phone calls

10. Customer satisfaction scores

11. Call Agent

C. Data will be retained for at least 90 Days. Data requiring longer storage may be transmitted to DODD for DODD to archive.

D. Coordinate all telecom integrations with the DODD’s telecom provider (CBTS) to allow service for 1-800-617-6733 Option 4 to be handled by CSC. CSC will provide DODD either a tollfree phone number or direct dial phone number for CBTS to transfer calls into CSC’s call center.

E. Screen all employees working on the project using a third-party background check service and assure that no employee associated with this project has any felonies or prior convictions for obscenity, sexual assault or abuse/endangerment.

CSC will make the background checks available to DODD for review.

F. Assign a Program Coordinator to serve as the liaison between DODD staff and departments and the call center. The Program Coordinator will serve as the subject matter expert regarding call handling procedures and topics related to customer service. The Program Coordinator will be available during business hours for direct communication with DODD staff and will relay information to the full team serving DODD customers.

G. Provide DODD timely notification of any changes to key personnel supporting the call center. Key personnel include:

1. Designated Representative

2. Program Coordinator

H. DODD agrees to notify CSC within 5 business days of any actions taken on the part of DODD that may after the average daily call volume by more than a 10% increase or decrease.

1. CSC staff will use the following DODD Required Systems:

1. ServiceNow

2. OH|ID

3. MyLearning

DODD may add other Required Systems based on program needs.

2. CSC will use the DODD Required Systems according to the approved call handling and only for approved purposes.

3. DODD will provision the necessary login accounts to allow CSC staff to securely access the DODD Required Systems.

4. DODD will pay for any licensing costs for CSC staff to access the DODD Required Systems.

V. INVOICING AND PAYMENT

A. CSC will provide DODD monthly with payment due 30 days upon receipt of the invoice. Invoices will be emailed to invoices@ohio.gov

B. CSC will bill DODD monthly as follows:

1. Account Maintenance – One unit will be billed each month for each system that is provisioned (telecommunications, satisfaction survey, call and transfer system.)

2. Dedicated Hour – The Helpdesk hours of operation determine the quantity of Dedicated Hours. One Dedicated Hour will be billed for each hour the Helpdesk is open to handle calls.

C. CSC will provide twenty hours each year of System Development at no cost for minor system or reporting updates.

D. CSC will provide DODD a detailed report of usage at the time of invoicing.

mailto:invoices@ohio.gov

VI. DESIGNATED REPRESENTATIVES

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

A. The designated representatives for DODD:

Ohio Department of Developmental Disabilities Joyce DeLeo – Call Center Manager- Email: Joyce.DeLeo@dodd.ohio.gov Erica Hoover – Call Center Manager- Email: Erica.Hoover@dodd.ohio.gov Kim Lewis – Invoicing- Email: Kim.Lewis@dodd.ohio.gov Melissa Hacker – Contract – Email: Melissa.Hacker@dodd.ohio.gov

B. The designated representative for CSC is:

Cleveland Sight Center Jassen Tawil 1909 East 101st Street Cleveland, OH 44106 jtawil@clevelandsightcenter.org 216-658-7336 mailto:Joyce.DeLeo@dodd.ohio.gov mailto:Erica.Hoover@dodd.ohio.gov mailto:Kim.Lewis@dodd.ohio.gov mailto:Melissa.Hacker@dodd.ohio.gov mailto:jtawil@clevelandsightcenter.org

APPENDIX 1-Service Level Agreement

Appendix 1 - Service Level Agreement

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

Definitions

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

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

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

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

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

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

A = Total Monthly Time

B = Unavailable Monthly Time

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

A = Timestamp when caller connects to agent

B = Timestamp when caller requests to speak to an agent

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

A = Cumulative seconds of Hold Time

B = Number of calls

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

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

A = Number of Abandons

B = Number of Callers Requesting a Live Agent

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

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

B = Timestamp when an e-mail arrived

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

A = Cumulative Time to Reply

B = Number of inbound e-mails handled

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

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

APPENDIX 1-Service Level Agreement, Continued

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

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

Commitments

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

Actual Monthly Availability Percentage – 99.95%

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

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

Average Monthly Hold Time – 120 seconds

CSC will achieve an Average Monthly Hold Time of no more than 120 seconds when the call volume is within the Contracted Volume.

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

Average Abandon Rate – 5%

CSC will achieve an Average Abandon Rate of no more than 5% when the call volume is within the Contracted Volume.

Penalty – 10% discount of the total monthly invoice for each percentage of average abandon rate above monthly commitment up to maximum 25% discount for the month.

Exceptions and Clarifications

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

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

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

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

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

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

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

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

APPENDIX 1-Service Level Agreement, Continued

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

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

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

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

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

COST SUMMARY

Submit Invoices to:

Department of Developmental Disabilities 30 East Broad Street, Floor 13 Columbus, OH 43215

OHIOlBUYS

PRODUCT

CODE

UNSPSC

CODE

ITEM PRICE PER

CRP30936-1

81111811 Call Center Services, Account Maintenance, DDD, Help Desk $750.00 per month

CRP30936-2

81111811 Call Center Services, Dedicated Hours, DDD, Help Desk $35.00 per hour

CONTRACTOR INDEX

CONTRACTOR AND TERMS: CONTRACT NO: CRP30936

OAKS ID: 0000145618

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

TERMS: Net 30 Days

CONTRACTOR’S CONTACT:

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

CONTRACT FOR: Call Center Services, DDD, Help Desk