DOH21-026 Addendum 3.pdf

Mission:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

Ron DeSantis Governor

Joseph A. Ladapo, MD, PhD

State Surgeon General

Vision: To be the Healthiest State in the Nation

Florida Department of Health Division of Administration • Bureau of General Services 4052 Bald Cypress Way, Bin B-07 • Tallahassee, FL 32399

PHONE: 850/245/4199

FloridaHealth.gov

Addendum 3

RFP DOH21-026

Florida HIV/AIDS Hotline

DATE: September 29, 2022

TO: Prospective Respondents

FROM: Bill Zimmerman, Department of Health Central Purchasing Office

SUBJECT: Addendum 3 to DOH21-026

The purpose of this addendum is to answer questions received in accordance with Section 2.7, Questions, of the Request for Proposal. This addendum serves as notice of the following change(s):

A. Responses to Questions received pursuant to Section 2.7, Questions: Please see the

Department’s response to questions received by the due date outlined in Section 2.5. Timeline, of the RFP, below:

# Question Answer

Why has this bid been released at this time?

The current contract expires December 31, 2022.

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?

No, changes must not be made to the format of the price page. See Attachment B, Cost Proposal, of the

RFP.

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

This is not applicable to the RFP.

Addendum 1

Has the current contract gone full term?

Yes, see answer to Question #1.

Have all options to extend the current contract been exercised?

Yes.

Who is the incumbent, and how long has the incumbent been providing the requested services?

The incumbent is 211 Big Bend, Inc., and services have been provided since 2015.

How are fees currently being billed by any incumbent(s), by category, and at what rates?

The current price structure is fixed price (fixed fee).

Please see the link below to view the current rate(s) for the Department’s current contract #CODMI in the Florida Accountability Contract Tracking System.

Contract Information (fldfs.com)

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

See answer to Question #7.

Is previous experience with any specific customer information systems, phone systems, or software required?

No. See Attachment A, Scope of Services, section 3.3.1.1., Mandatory Requirements, of the RFP.

What is the minimum required total call capacity?

This is not addressed in the RFP. Calls must be answered as outlined in Attachment A, Scope of Services, Task List, Section B.1.a., of the RFP.

What is the minimum simultaneous inbound call capacity?

See answer to Question #10.

What is the maximum wait time?

What is the maximum hold time?

What percentage of calls must be resolved without a transfer, second call, or a return call?

What is the maximum percentage of calls that can be terminated by the caller without resolution?

Is there a minimum or maximum number of operators and supervisors?

https://facts.fldfs.com/Search/ContractDetail.aspx?AgencyId=640000&ContractId=CODMI

What is the required degree of dedication for the call center?

What is the required degree of dedication for the operators?

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?

See answer to Question #10 and Attachment A, Scope of Services, Task List, Section B.1.a.4)d)(2)- (3), of the RFP.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

What are the recording and storage requirements for non-phone communications?

What was your average monthly call volume over the past year?

The average monthly contact (calls, emails, and text messages) volume was 190.

What is the current number of seats for operators and supervisors at your existing call center?

Under the current contract, staff is referred to as counselors, not operators or supervisors. Under the current contract, some of the counselors are supervisors. There are currently 13 counselors.

What is the current average wait time for phone calls?

There is currently no wait time during required hours of operation.

What is the current average handle time for phone calls and other types of communications?

The current average handle time for phone calls is 1,726 minutes monthly. The current average handle time for texts and emails is currently not reported.

What is the current average after-call work time for operators?

The Department does not collect this information.

Over the past year, what is the percentage of calls received in English versus non- English?

Approximately 87% of calls were received in English and 13% of calls were received in non-English.

Over the past year, what percentage of calls received were in Spanish?

Approximately 4.4% of calls received were in Spanish.

What time of day, days of the week, or times of the year do calls typically peak?

The Department does not collect this information.

Are the language requirements for the program English, Spanish and Haitian- Creole?

Yes. See Attachment A, Scope of Services, Task List, Section B.1.a.4)d)(1), of the RFP.

Can you please provide the anticipated volume of English, Spanish, and Haitian- Creole speaking calls?

See answers to Questions #10, #28, and #29.

Can you please provide the anticipated volume for chat, SMS, and email?

This information is unknown. Chat, SMS, and email must be answered as outlined in Attachment A, Scope of Services, Task List, Section B.1.a., of the

RFP.

What is the current Average Handle Time by channel?

What is the current technology being used by the FL DOH for this program?

The current provider uses Genesys/Powernet Pure Cloud.

What technology will the FL DOH provide and what technology is expected from the vendor?

All technology must be provided by the Provider.

Will the FL DOH provide the training curriculum/program?

No.

Will the FL DOH provide a resource for training?

No, the Provider is responsible for training. See Attachment A, Scope of Services, Section B.4, Staffing Requirement, of the RFP.

Is it acceptable to conduct training in a virtual environment?

Yes.

What is the anticipated launch date for the program?

The Department intends to launch the program on January 1, 2023.

What is the FL DOH’s annualized budget for this program?

The Department’s estimated annual budget is $264,999.96.

Is the FL DOH open to a remote solution if Counselors are located within the state of Florida?

No. See Attachment A, Scope of Services, Section B.3, Service Location and Times, of the RFP.

Failure to file a protest within the time prescribed in Section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.

What is the current/historical number of Counselors working on the program?

There are currently 13 counselors and there have been 13 counselors throughout the current contract’s term.

Are there any Brand Guidelines to share for the website/app? Will there be any creative collaboration regarding the design?

No.

For the data that the FL DOH will want to display on the website/app, will that be via API endpoint? If yes, is there any documentation or examples we can reference before we sign the contract?

This is not addressed in the RFP.