DNR Burn Permit Call Ctr Operation Q & A.docx
DOCX document 22 KB Posted
- Solicitation number
- RFP 751 220000000020 2
- Issued by
- Michigan
About this file
This is a Questions and Answers document for a Request for Proposals issued by the Michigan Department of Natural Resources (DNR) for burn permit call center operation services. The DNR is seeking a contractor to operate a call center that serves as an intermediary for citizens without internet access to obtain burn permits. The call center must begin operations on January 1, 2022, with an anticipated contract start date of December 8, 2021. The service must operate 24 hours a day, 7 days a week, 365 days a year with live representatives available to answer incoming calls within 30 seconds, with a goal that no caller remain in queue longer than 180 seconds. The contractor must resolve 100% of calls without transfers, second calls, or return calls. Bids were due on Monday, November 22, 2021, at 3:00 p.m., with questions and answers posted on Thursday, November 18, 2021. The call center is not required to be physically located in Michigan. Call volume typically peaks in springtime from April to June and Thursday through Sunday, though calls are received year-round.
The incumbent contractor is Crusecom Technology Consultants, LLC, located in Oscoda, Michigan, which has completed the full contract term with all extension options exercised. The current contract is expiring on December 31, 2021. This is classified as a low volume, low dollar value contract with a five-year spend of approximately $4,000. The fee structure for the new contract mirrors the existing contract structure, and bidders are not permitted to deviate from the advertised fee structure. No previous call center operation experience is mandatory, though such experience may be used to break a tie; contractors must be knowledgeable in Michigan's Burn Permit Program. No minimum or maximum number of operators or supervisors is specified. Records must be maintained for a minimum of four years after each transaction, and call logs must include phone numbers. Microsoft TEAMS is the acceptable platform for virtual meetings and training sessions.
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| File | Type | Posted |
|---|---|---|
| RFP 22-0020 DNR Burn Permit Call Center Services.docx | DOCX document |
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Text version
DNR BURN PERMIT CALL CENTER OPERATION
RFP 20*020
BIDS DUE: Monday, Nov. 22, 2021, at 3:00 p.m.
Q & A Posted Thursday, Nov. 18, 2021.
Q: Please reconfirm the start date for this procurement. The dates listed in the document for the contract start date say 2016.
A: This is a typographical error. Contract start date is anticipated to be December 8, 2021. The call center must begin taking calls on January 1, 2022.
Q: Why has this bid been released at this time?
A: Present contract is expiring.
Q: Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?
A: Bidders are not permitted to deviate from the advertised fee structure.
Q: Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.
A: Excellent.
Q: Has the current contract gone full term?
A: Yes.
Q: Have all options to extend the current contract been exercised?
A: Yes.
Q: Who is the incumbent, and how long has the incumbent been providing the requested services?
A: Crusecom Technology Consultants, LLC, Oscoda, MI.
Q: How are fees currently being billed by any incumbent(s), by category, and at what rates?
A: Fee structure is as identified in this RFP. This is the exact fee structure as in the existing contract that will be expiring December 31, 2021.
Q: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?
A: This is a low volume, low dollar value contract. This service serves as an intermediary for citizens without access to the internet. Five-year spend on this contract is approx. $4,000.
Q: Is previous experience with any specific customer information systems, phone systems, or software required?
A: A mandatory minimum experience in operating a call center has not been specified. Contractor shall be knowledgeable with the State of Michigan’s Burn Permit Program. Previous call center operation experience may be used to break a tie, however.
Q: What is the minimum required total call capacity?
A: None specified.
Q: What is the minimum simultaneous inbound call capacity?
A: None specified.
Q: What percentage of calls must be resolved without a transfer, second call, or a return call?
A: 100%.
Q: What is the maximum percentage of calls that can be terminated by the caller without resolution?
A: 0%.
Q: Is there a minimum or maximum number of operators and supervisors?
A: A minimum or maximum number of operators and supervisors have not been specified.
Q: What are the required language options?
A: Standard American English will be the predominate language of the callers. Operators are expected to be fluent and completely literate in Standard American English.
Q: What is the required degree of dedication for the call center?
A: The call center is expected to operate 24 hrs. a day/7 days a week/365 days a year with live representative to assist callers.
Q: What is the required degree of dedication for the operators?
A: Operations may attend other duties, as long as incoming State of Michigan calls are answered within 30 seconds, as per specification.
Q: Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?
A: A live operator must answer the incoming State of Michigan call within 30 seconds. The goal is that no caller shall be in queue for more than 180 seconds without being connected to an operator. Full details of operator availability and answer rate goals are specified in the RFP.
Q: What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?
A: Inbound and outbound phone calls pursuant to this contract are not required to be physically recorded.
Q: What are the recording and storage requirements for non-phone communications?
A: Records shall be maintained for a minimum of four years after the transaction, as per specification.
Q: What information is to be included in call logs?
A: phone number, Q: What is the current number of seats for operators and supervisors at your existing call center?
A: Unknown
Q: What is the current average after-call work time for operators?
A: 2 to 3 minutes
Q: Over the past year, what is the percentage of calls received in English versus non-English?
A: Unknown
Q: Over the past year, what percentage of calls received were in Spanish?
A: Unknow, Q: What time of day, days of the week, or times of the year do calls typically peak?
A: Springtime-April to June, Thursday to Sunday would be the highest call volume. But calls can come in year-round.
Q: Will the DNR accommodate TEAMS/ZOOM virtual meetings for vendor call center set-up award training sessions?
A: The DNR can accommodate a Microsoft TEAMS conference for call center training. Other formats may not be acceptable to the State of Michigan’s IT format standards for digital security.
Q: Is the Call Center required to be physically located in the State of Michigan, USA?
A: This requirement is being stricken from this RFP. The Call Center is not required to be physically located in the State of Michigan, USA.
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