EDU701_CRP30749_Revised_Contract_07.01.2025.pdf

Rev. 1.30.17

Index No.: EDU701 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, Ohio Department of Education

CONTRACT No.: CRP30749 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 Ohio Department of Education, 25 South Front 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 mandatory contract and any amendments thereto are available from the DAS Web site 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 include the scope of work inside the contract and add a summary of amendments page effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/31/2025 effective 07/01/2025.

https://procure.ohio.gov/pdf/Standard_T_C_041922.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 -14

CONTRACT ITEMS

COST SUMMARY 15

CONTRACTOR’S INDEX 16

Index No.: DOT930

SPECIFICATIONS

ODEW - CALL CENTER 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 Education and Workforce (ODEW) for the Customer Service Helpdesk (Helpdesk). The Scope of Work includes four areas: I. Contact Center Services; II. Key Performance Indicators; Ill. Back Office; and IV:

Designated Representatives. This Scope of Work does not replace the Department of Administrative Services Office of Procurement from Community Rehabilitation Program's Standard Terms and Conditions.

I. Call Center Services CSC will provide the following call center services to ODEW for the time period covered by the contract:

1. Handle approximately 7,500 interactions (phone calls or emails) each month at the required service levels defined in the Key Performance Indicators.

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

3. 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 877-644-6338, as well as emails to contact.center@education.ohio.gov and profile.help@education.ohio.gov. Other phone numbers or e-mail addresses may be added upon request of ODEW.

4. Provide warm and cold transfers according to ODEW-approved procedures.

5. Provide service to callers who are Limited English Proficient through the use of bilingual customer service representatives or an operator-assisted translation service.

6. Provide Level 1 support to ODEW offices. The issues and call handling defined as Level 1 will be approved by the ODEW. Level 1 handling includes: Keyword Transfers, Transfer by Name, OH|ID, and Nonpublic Options (Scholarships). Other offices or programs may be added upon request of ODEW.

7. Operate a Central Message Desk according to the business rules and procedures approved by the ODEW.

The specifications for the Central Message Desk are as follows:

a) Operates during call center hours.

b) Centralizes issues that cannot be resolved in the call center and when ODEW staff are not available.

c) Customer service representatives will capture caller information (name, phone number, best time to call back, and a summary of the issue) and transmit the message via email to the appropriate staff or office.

d) The specifications of the Central Message Desk may be customized to meet the needs of individual offices.

mailto:contact.center@education.ohio.gov mailto:profile.help@education.ohio.gov mailto:help@education.ohio.gov

SPECIFICATIONS, CONTINUED

8. Provide an automated customer satisfaction survey. CSC will configure and deploy a phone-based survey that will allow the caller's to self-report their satisfaction using an interactive voice response system. Survey results will be reported to the ODEW as a measure of customer satisfaction.

9. Operate the OH|lD Helpdesk by performing general troubleshooting for OH|lD accounts, as well as using

SAFE Admin Lite and OHID Helpdesk app to troubleshoot account creation.

10. Manage the keyword lists used for transferring callers to offices, staff as well as directing emails. CSC will coordinate with ODEW staff to regularly review and adjust their keywords. ODEW staff will approve adjustments to the keywords, but the data entry will be performed by CSC.

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

12. The Contact Center will be available 7 a.m. to 7 p.m. weekdays except for observed holidays and emergencies declared by the President of the United States, a Federal Agency with appropriate authority, Governor of the State of Ohio, or a State Agency with appropriate authority, or the Mayor of the City of Cleveland or their designate with appropriate authority. Observed holidays are the actual or observed dates for 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 Contact Center will also be closed on any new Federal or State holidays that are designated during the contract period.

13. The Interactive Voice Response (IVR) system will be available to provide information to callers outside of business hours.

14. The hours of operation can be modified by mutual consent of CSC and the ODEW (i.e., during peak seasons or campaigns).

15. 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.

16. CSC assumes responsibility for all work, in whole or in part, by CSC or a subcontractor. CSC will be the sole point of contact with regard to 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 a reasonable effort to give the ODEW 30 calendar day's prior written notice of the removal.

17. CSC recognizes that certain services under this Scope are vital to the ODEW and must be continued without interruption. CSC shall be prepared to continue providing such services identified by the ODEW, during periods of disaster, crisis, or other unexpected break in services based upon a

Business Continuity Plan (Plan). CSC is required to implement and maintain a Plan throughout the term of this contract and provide the Plan to the ODEW upon request. The Plan will, at a minimum:

i. Enable performance under this Scope in the event of a disaster or other unexpected break in services; and

ii. Ensure the continuity for identified vital services and supporting facilities.

iii. Allow callers to leave a voicemail or request a call back. If either system is used, calls will be returned in the order received within 2 business days.

For purposes of this section, the term “disaster” means an unanticipated incident or event, including, but not limited to, force majeure events, technological accidents or human-caused events that may cause a material service or critical application to be unavailable without any reasonable prediction for resumption; or causes data loss, property damage or other business interruption without any prediction for recovery within a commercially reasonable time period.

18. Implement and manage a Customer Service Performance Improvement Program. The goals of the Customer Service Performance Improvement Program are to identify customer service trends, identify the root cause of customer service barriers, and to make recommendations to improve the customer service experience as a whole

– with a potential outcome of reducing the number of people who need to call, e-mail, or contact ODEW for assistance with self-service processes. The Performance Improvement Program will be jointly led by staff from ODEW and CSC with an initial task of reviewing current data collection. This team will meet regularly, track trends and customer service barriers, recommend improvements, and report progress towards improvements.

II. Key Performance Indicators CSC will meet the performance standards listed in the Service Level Agreement (Appendix 1).

In addition to the Service Level Agreement, CSC will make a best effort to achieve the following additional performance measures:

a. The average self-rated customer satisfaction score will be greater than 80%. The self-rated customer satisfaction survey measures customer perception. ODEW will consider adherence to procedure when reviewing satisfaction scores.

b. The average score on the ODEW Quality Assurance Scorecard will be greater than 90%. The Quality Assurance Scorecard measures adherence to procedure.

CSC will comply with performance standards when providing services. Upon evidence that CSC has not met one or more of the standards, CSC agrees to work with the ODEW to meet the standard(s). If, during the course of performance of this Scope, a dispute relating to the scope of work, service delivery, or standards arises between the ODEW or CSC, the ODEW and CSC will first attempt to resolve the dispute through the following informal process:

• Either the ODEW 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.

Ill. Back Office CSC will make available or perform the following to enable the ODEW to have effective oversight of the performance of this scope of work:

1. Collect and report data from all interactions with the Interactive Voice Response, Automatic Call Distribution System, as well as emails 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, abandon rate, deflection rate, average hold time, email handle time, etc.). Data will be generated automatically 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.

2. Provide a cost center breakdown report at the time of invoicing that will identify the ODEW cost center, based on the employee and cost center information provided by the ODEW fiscal department, for calls.

3. Provide ODEW-designated staff with secure login credentials and training to use a secure web-based portal for access to reports and recordings of phone calls. The ODEW shall have access to hourly, dally, weekly, monthly, and yearly reports.

4. The reports CSC provides 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 callers transferred to a specific ODEW extension

e) ODEW Cost Center or Department assigned to each call or e-mail

f) Number of callers answered live

g) Number of callers answered by the auto attendant

h) Number of calls during each hour

i) Number of abandoned calls

j) Length of call

k) Digital recordings of phone calls

l) Self-rated customer satisfaction scores

m) Quality Assurance scores

n) E-mail turnaround time

5. Data will be retained for at least 90 days. Data requiring longer storage may be transmitted to the ODEW for the ODEW to archive.

6. CSC will provide ODEW a data feed for ODEW’s preferred reporting platform (Microsoft Power BI with Power Query or Excel). The data feed may be Microsoft Excel, JSON, or Azure SQL. CSC will also provide ODEW a data dictionary for the data.

7. Coordinate all telecom integrations with the ODEW's Telecom Provider (CBTS) and other vendors necessary to allow service for 877-644-6338 to be handled by CSC.

8. 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 child abuse/endangerment. CSC will make the background checks available to the ODEW for review.

9. Assign a Program Coordinator staff position and one back-up to serve as the liaison between the ODEW 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 ODEW staff and will relay information to the full team serving ODEW customers.

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

a. Designated Representative

b. Program Coordinator

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

12. CSC staff will use the following ODEW Required Systems:

a) OH|ID

b) OH|ID Helpdesk App

c) Scholarship web app

d) Office365 (contact.center@education.ohio.gov and profile.help@education.ohio.gov)

13. CSC will use the ODEW Required Systems according to the approved procedures and only for approved purposes.

14. ODEW will provision the necessary login accounts to allow CSC staff to securely access the ODEW Required Systems.

15. ODEW will pay for any licensing costs for CSC staff to access the ODEW Required Systems.

mailto:profile.help@education.ohio.gov

IV. Invoicing and Payment

1. CSC will invoice the ODEW monthly with payment due 30 days upon receipt of the invoice. Invoices will be emailed to fiscal.management@education.ohio.gov

2. CSC will bill the ODEW monthly as follows:

a. Account Maintenance – One unit will be billed each month to provide these systems: telecommunications, reporting, disaster recovery, and customer satisfaction survey.

b. Dedicated Hour – One hour will be billed for each hour that a Program Coordinator, their backup, or someone acting in that capacity is assigned to perform tasks necessary to fulfill the Scope. Tasks may include quality assurance activities, managing tickets, serving customers, researching calls, attending customer meetings, and producing reports. The quantity to be billed will be four hours each weekday excluding holidays.

c. Productive Minute – This service will be billed on the actual usage for all time serving a customer including any post-call work. Each call’s duration will be rounded to 1/10th of a minute (6 seconds). The total for each day will be rounded to a whole minute.

d. System Development – CSC will provide 40 hours each year at no cost to ODEW to allow for system, IVR, or reporting updates.

e. Translation Service – CSC will provide up to 7,200 minutes of Translation Service each year at no cost to ODEW. This is the equivalent of 50 calls each month with a duration of 12 minutes per call.

3. Each e-mail handled will be billed as two Productive Minutes.

4. Each day of operation bills at a minimum of 100 Productive Minutes.

5. CSC will not bill for any of the time the caller is in the hold queue or any time after a transfer.

6. CSC will provide ODEW the prescribed discounts according to the Service Level Agreement when any penalties are incurred.

7. CSC will provide ODEW a detailed report of usage at the time of invoicing.

mailto:fiscal.management@education.ohio.gov

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

The designated representative for the ODEW is:

ODEW

Lacey Snoke 25 South Front Street Columbus, Ohio 43215 Lacey.Snoke@education.ohio.gov 614-995-1855

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:Lacey.Snoke@education.ohio.gov mailto:jtawil@clevelandsightcenter.org

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 + C), where:

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

C = Offset for Business Hours

“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.

“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 – 60 seconds CSC will achieve an Average Monthly Hold Time of no more than 60 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.

Average Time to Reply – 24 hours CSC will achieve an Average Time to Reply of no more than 24 hours when the e-mail volume is within the Contract Volume.

Penalty – 10% discount of the total monthly invoice for each hour in excess of the 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).Time waiting for a customer’s other vendors to take action is not included as unavailable time.

6. 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.

7. 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;

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

9. 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.

10. 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.

11. To account for Business Hours, CSC will add an offset to the time an e-mail arrives. For example, if an e-mail arrives at 2am and the customer’s business hours begin at 8am, 6 hours will be used as the offset when calculating the time to reply.

COST SUMMARY

Submit Invoices to:

Ohio Department of Education 25 South Front Street Columbus, OH 43215

OHIOlBUYS

PRODUCT

CODE

UNSPSC

CODE

ITEM PRICE PER

CRP30749-1

83111507 Call Center Services, Ohio Department of Education, Account

Maintenance $750.00 per month

CRP30749-2

83111507 Call Center Services, Ohio Department of Education, Dedicated

Hours $35.00 per hour

CRP30749-3

83111507 Call Center Services, Ohio Department of Education, Productive

Minute $1.45 per occurrence

CONTRACTOR INDEX

CONTRACTOR AND TERMS: CONTRACT NO: CRP30749

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 mailto:jtawil@clevelandsightcenter.org

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 include the scope of work inside the contract and add a summary of amendments page effective 07/01/2025. Additionally, it is issued to update the DAS Standard Terms and Conditions, rev. 03/31/2025 effective 07/01/2025.