DOH701_CRP30713_Revised_Contract_07.01.2025.pdf

Rev. 4.19.22

Index No.: DOH701 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, Help Me Grow Helpline

CONTRACT No.: CRP30713 EFFECTIVE DATES: 07/01/2023 to 06/30/2025 Renewal through 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 The Ohio Department of Health, 246 North High Street, 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 Requirements 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

* This amendment is issued to notify that as a result of mutual agreement between the State of Ohio and the Contractor, this contract is renewed for an additional twenty-four (24) months, effective 07/01/2025 through 06/30/2027, It is also issued to update the scope of work and add a summary of amendments page effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/01/2024 effective 07/01/2025.

file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3-1-24.pdf file://s.dasdesktop.isi.oitfs.ohio.gov/DASShares/gsd/purchasing/CONTRACTS/CRP%20Contracts/FORMS/T'c%20AND%20C's/DAS%20Standard_T_C_3-1-24.pdf https://ohiobuys.ohio.gov/page.aspx/en/usr/login?ReturnUrl=%2fpage.aspx%2fen%2fbuy%2fhomepage

Index No.: DOH701*

TABLE OF CONTENTS

PAGE NO.

SCOPE OF WORK

Specifications 3-6

* Appendix A – Service Level Agreement 7-8

CONTRACT ITEMS

Cost Summary 9 Contractor Index 10 *Summary of Amendments 11

*Add a summary of amendments page and Appendix A – Service Level Agreement page effective 07/01/2025.

SPECIFICATIONS

I. SCOPE OF WORK

This document describes the Scope of Work (Scope) for services Cleveland Sight Center (CSC) will provide to the Ohio Department of Health (ODH) for the Help Me Grow Helpline 1-800-755-4769 (Helpline). The Scope of Work includes three areas: I. Contact Center Services; II. Key Performance Indicators; and III. Designated 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. The purpose of this Scope of Work is to define a clear description of the services that CSC will provide ODH. The State of Ohio, Department of Administrative Services Standard Terms and Conditions rev. 041922, including any subsequent changes, shall govern this work.

II. CONTACT CENTER SERVICES PROVIDED

CSC will provide the following Contact Center services to ODH for the twenty-four-month period covered by the contract:

A. Operations

1. 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 1-800-755-4769. CSC will handle up to 24,000 calls annually with no more than 3,000 calls in any one month. The average monthly call volume is expected to be 2,000 calls. The Helpline call handling will allow a call to be completed in less than 5 minutes on average. CSC will have the capacity to expand to 48,000 inquiries per year with pricing to be billed at CSC’s typical rates. Call volume and duration will be reviewed monthly for significant variances.

2. Provide live service 7am to 7pm Monday through Friday. CSC will provide service using an automated system outside of live service hours as well as the following observed and actual holidays: New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving, Christmas, Easter, and Juneteenth National Independence Day.

3. Utilize a translation service for callers who do not speak English.

4. Develop and implement a quality assurance process that includes a customized quality scorecard and scoring a sampling of recorded calls.

5. Transfer calls to a predefined list of transfer destinations for the following programs or office: local WIC providers, WIC office at ODH, local Help Me Grow providers, CMH office at ODH, Help Me Grow office at ODH, PRAMS office at ODH, Child Safety Seats office at ODH as well as the Save our Sight office at ODH. Other destinations and programs may be added by the mutual agreement of CSC and ODH.

6. Connect individuals needing referrals to service providers that match their needs by doing a transfer to a predefined list of transfer destinations and documenting the outcome of the warm transfer.

7. Process changes to call handling procedures within 24 hours of request.

8. Implement a Disaster Recovery Plan in partnership with the ODH and ODH’s Telecom Provider (CBTS) to reconfigure the automated functions during times of emergency such as a significant infectious disease outbreak or call center outage.

9. Provide the facility, office furnishings, supplies, software, and equipment that will be utilized to operate the call center services.

10. CSC will provide ODH the direct dial phone number and cell phone number of a Designated Representative who will be available for daily consultation. The Designated Representative will be available for daily communication with ODH.

B. Customer Services

1. Obtain, via trained phone operators, a caller's information to fulfill requests by callers for transfer to all designated transfer destinations.

2. Train all operators in all aspects of information, referral, and call handling procedures related to the Helpline.

Provide additional training as approved by the ODH on programs, services, literature, or referral topics, prior to providing service for the Helpline. Remain available for periodic training by ODH personnel as deemed necessary.

SPECIFICATIONS, CONTINUED

3. Evaluate, on a monthly basis, overall operator call etiquette and call handling abilities to uphold current performance standards using a pre-approved Quality Scorecard.

4. Maintain staff with the following skills and knowledge:

a. Excellent communications skills

b. Ability to follow approved call handling procedures

c. Ability to provide excellent customer service and problem solving

d. Accurate data entry capabilities

e. Demonstrated ability to handle sensitive inquiries from the general public

f. Basic knowledge of public assistance/material and child health programs

g. Experience in working with diverse populations

h. Ability to access and utilize Internet resources

5. CSC will screen agents 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 child abuse/endangerment.

CSC will make the background checks available to ODH for review upon request.

C. Development and Systems

1. Coordinate all telecom integrations with the ODH’s Telecom Provider (CBTS) to allow service for 1-800-755- 4769 to be handled by CSC.

2. CSC will provide CBTS with a direct dial phone number for CBTS to transfer calls into CSC’s call center. Upon CSC’s request, ODH (or CSC acting on ODH’s behalf) will submit requests to CBTS to change the direct dial phone number.

3. All calls will be recorded and callers will be notified that the call is being recorded.

4. CSC will provide ODH reports and recordings of phone calls upon request.

5. ODH shall have access to hourly, daily, weekly, monthly, and yearly reports. Reports shall include, but not be limited to, the following information:

a) Call volume reports

b) Average caller hold times

c) Service level (calls answered within 20 seconds)

d) Number of transfers to a specific destination with disposition

e) Number of callers answered by a CSC agent

f) Number of callers answered by the auto attendant

g) Number of calls during each hour

h) Number of abandoned calls

i) Length of call

6. CSC has the ability to communicate with ODH electronically, including sending and receiving e-mail, secure FTP and receiving files in formats compatible with Microsoft Office.

7. CSC has the ability to store and generate data on a daily, weekly, monthly, annual, and ad hoc basis. Data will be retained for at least 90 days. Data requiring longer storage may be transmitted to ODH for ODH to archive.

D. Invoicing and Payment

1. CSC will invoice ODH monthly with payment due 30 days upon receipt of the invoice.

2. CSC will include a detailed report of usage with invoicing.

3. CSC will bill ODH using the rates listed in Appendix B - Price Quote.

4. CSC will bill ODH for Account Maintenance for each month that service is provided.

5. CSC will bill ODH for Dedicated Hours for each hour a Customer Service Representative or Program Coordinator are performing work.

6. CSC will bill ODH for Productive Minutes for all time spent serving a caller including any post-call work.

7. CSC will not bill ODH for any calls that are not handled, any time the caller is on hold, or any time after the caller is transferred.

8. CSC will bill ODH for each Productive Minute using the actual time rounded up to 1/10th of a minute. The total minutes for each day will be rounded up to the nearest minute. Each day will have a minimum of 100 Product Minutes.

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

10. CSC will provide ODH 2,400 minutes of Translation Service at no cost each year to serve callers in languages other than English.

11. ODH agrees to notify CSC within 2 business days of any actions taken on the part by ODH that may alter the average call volume by more than a 10% increase or decrease.

III. KEY PERFORMANCE INDICATORS

Each month CSC will achieve the contracted Service Levels as defined in Appendix A – Service Level Agreement. The Service Level Agreement’s commitments and penalties are incorporated into the Scope of Work as if they were written within.

A. Requirements

1. CSC will report the Service Levels to ODH monthly at the time of invoicing.

2. CSC will achieve the contracted Service Level Agreement and specifications in the Statement of Work when providing services. Upon evidence that CSC has not met one or more of the standards, CSC agrees to work with ODH to meet the standard(s) or to incur the penalty described in the Service Level Agreement. If, during the course of performance of this Scope, a dispute relating to the scope of work, service delivery, or standards arises between ODH or CSC, ODH and CSC will first attempt to resolve the dispute through the following informal process: Either ODH 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 will arrange a meeting. The meeting will take place as soon as practicable, either by phone or in person at a mutually agreeable location. At the meeting, the Designated Representatives will discuss, and attempt informally to resolve, the dispute. If it cannot be resolved within five business days, 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.

B. Reporting

1. CSC will transmit data and reports electronically to ODH in a format that is compatible with ODH. ODH will provide the specifications for the data.

2. CSC will submit a monthly report to ODH. The report is due to ODH Program Manager or designee by the tenth day business of each month for the preceding month.

3. CSC will provide ODH with ad hoc reports as requested within a reasonable period of time.

4. CSC’s Designated Representative or program staff will participate at least quarterly in a partner meeting with the partners, programs, and agencies that the Helpline supports.

5. CSC’s Designated Representative or program staff will be available, at a minimum of once per week, to review with ODH staff the status of Helpline and related Scope deliverables as well as visit ODH’s office in Columbus at least six times per year.

IV. DESIGNATED REPRESENTATIVES

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

The designated representative for ODH is:

Anna Starr Maternal, Child & Family Health Ohio Department of Health 246 N High Street Columbus, OH 43215 Anna.Starr@odh.ohio.gov

The designated representative for CSC is:

Jassen Tawil Cleveland Sight Center 1909 East 101st Street Cleveland, OH 44106 jtawil@clevelandsightcenter.org

Either party may change its representative at any time by notifying the other party in writing.

mailto:Anna.Starr@odh.ohio.gov mailto:jtawil@clevelandsightcenter.org

*APPENDIX A – 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.

*Add APPENDIX A – SERVICE LEVEL AGREEMENT effective 07/01/2025

*APPENDIX A – 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 the total monthly invoice for each hour of unavailable monthly time in excess of commitment up to a maximum 25% discount for the month.

Average Monthly Hold Time – 150 seconds

CSC will achieve an Average Monthly Hold Time of no more than 150 seconds when the call volume is within the Contracted Volume.

Penalty – 10% discount of the total monthly invoice for each 60 seconds of average monthly hold time beyond commitment up to a 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. 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 scheduled 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 or was scheduled to end service.

4. Downtime during scheduled maintenance 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.

Including but not limited to: The customer’s telecommunications provider is having an outage; The Microsoft 365 account provided by the customer 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; A telecom provider, service provider, or system not under contract or under control of CSC is having an outage; 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 or the customer themselves to take action is not included as unavailable time.

7. Misconfiguration errors are not included. Including but not limited to: 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. Including but not limited to: 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; Some callers do not connect but other callers successfully connect; 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.

*Add APPENDIX A – SERVICE LEVEL AGREEMENT effective 07/01/2025

COST SUMMARY

OHIO BUYS

PRODUCT

CODE

UNSPSC

CODE ITEM PRICE PER

CRP30713-1

83111507

Call Center Services, Help me Grow Helpline, Productive Minute

$1.45 each

CRP30713-2

Call Center Services, Help me Grow Helpline, Dedicated Hour $35.00 per hour

CRP30713-3

Call Center Services, Help me Grow Helpline, Account Maintenance

$750.00 per month

Submit Invoices to:

The Ohio Department of Health 246 North High Street Columbus, OH 43215

CONTRACTOR INDEX

CONTRACTOR AND TERMS: CONTRACT NO: CRP30713

OAKS ID: 00000145618

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

Index No.: DOH701*

SUMMARY OF AMENDMENTS

Amendment Number

Effective Date Description

1 07/01/2025

This amendment is issued to notify that as a result of mutual agreement between the State of Ohio and the Contractor, this contract is renewed for an additional twenty-four (24) months, effective 07/01/2025 through 06/30/2027, It is also issued to update the scope of work and add a summary of amendments page effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/01/2024 effective 07/01/2025.

*Add a summary of amendments page effective 07/01/2025.

Exceptions and Clarifications