ESBD_405633_1743192714080_06_3202500130 Att 6 Task Order Template.pdf

CONTRACTOR: [SUCCESSFUL RESPONDENT NAME] Contract No. [XXXXXXXXXX] Task Order #____

TASK ORDER # _____

Auxiliary Customer Care Contact Center Services

Request for: [REQUESTING PROGRAM AREA NAME]

Request Date: [MONTH, DAY YEAR] Start Date: [MONTH, DAY YEAR] Operational Date: [MONTH, DAY YEAR] End Date: [MONTH, DAY YEAR]

Task Order Name: PROGRAM AREA

TWC Points of Contact for Task Order:

SUCCESSFUL RESPONDENT’S communications and formal response to Task Order requests must be sent to the following list of contacts:

Name Title Email Address

TWC Contract Manager

Attachment II – Contract Statement of Work Reference:

RFP Article II. Scope of Work: All Task Orders issued pursuant to this RFP are limited to RFP Article II. Scope of Services and this Task Order. Successful Respondent’s estimated cost must be equal to or less than the Not to Exceed (NTE) Amount listed in RFP Form 3 Cost Proposal.

I. Project Description:

Auxiliary Customer Care Contact Center (CCCC) Services

II. Project Objectives:

This Task Order is entered into by and between TWC and [SUCCESSFUL RESPONDENT NAME] for the Services provided herein.

The Texas Workforce Commission (TWC) requires auxiliary Customer Care Contact

Center (CCCC) Services (“Services”) for [REQUESTING PROGRAM AREA NAME from above] as detailed herein.

III. Operating Hours: [REQUESTING PROGRAM AREA TO PROVIDE]

IV. Staffing, Qualifications and Requirements

1. Staffing of Successful Respondent Agents: [(Initial #) ramping to (final #) OR

(final #)]

2. Language: English (and Spanish, if required)

3. Communication Methods: [Telephone, email, chat]

4. Successful Respondent Agents must be hired in accordance with RFP Section

2.2.4 Hiring Agent Requirements.

5. Supervisory/Management: Successful Respondent will provide non-billable oversight at one (1) non-billable supervisor per [number – see number specified in #1 above] of Successful Respondent Agents.

6. All requirements in accordance with requirements as stated in RFP and all attachments.

V. Target Service Level Agreements for Key Performance Indicators

(KPIs) (see RFP Sections 3.16 Service Level Agreements and Service Level Credits) for additional details) [remove as applicable]

1. Average Response Time: [#] seconds daily

2. Average Handle Time: [#] minutes daily

3. Average Speed of Answer: [#] [seconds OR minutes] daily

4. First Call Resolution: [#] percent monthly

5. Customer Satisfaction Score Range: [#] percent monthly

6. Adherence to Scheduled Activities: [#] percent weekly

VI. Ramp-down Notice: TWC will provide Successful Respondent with ten (10)

Business Days’ notice for ramp-down subject to Contract weekly billing rate.

Additional Considerations:

[SPECIAL INSTRUCTIONS ]

VII. Requested Services and Essential Deliverables:

Requested Services: Requirements as stated in RFP Article II. Scope of Services and this Task Order; RFP Section 2.2.1.6 Implementation Deliverables

ID# Deliverable Minimum Acceptance Criteria Due Date

1 Kickoff Meeting

a. Successful Respondent to develop Kickoff Meeting agenda, lead Kickoff meeting and introduce Successful Respondent’s implementation Key Personnel team to TWC.

b. Meeting agenda and presentation materials must be provided to TWC Contract Manager and requesting Program Area Point of Contact (POC) two (2) business days prior to meeting date.

c. Meeting minutes must be provided to Contract Manager the following business day after the Kickoff Meeting.

Receipt of Approved Task Order (RoTO) + five (5) Business Days.

2 Final Implementation Plan and Phase 1 Initial Implementation Milestones Complete

a. The updated (final) Implementation Plan and plan schedule must include Successful Respondent’s implementation tasks and activities necessary to successfully ramp-up a contact center to provide auxiliary Services.

b. Successful Respondent must show documentation of the following:

1. Successful Respondent has provisioned the necessary technology, equipment, and computer peripherals for Successful Respondent’s agents in accordance with Sections 2.2.6 Technical Requirements.

2. Successful Respondent has hired the required number of Successful Respondent’s agents specified in the assigned Task Order, in accordance with Section 2.2.4 Hiring Agent Requirements.

Receipt of Approved Task Order (RoTO) + ten (10) Business Days

Date

3. Successful Respondent has tested systems, processes and workflows to ensure it has access to TWC Tools and TWC Systems, as applicable to the approved Task Order.

4. TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Phase 1 Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

c. The detailed Implementation Plan and associated Project Schedule must include, at a minimum, but is not limited to:

Implementation Task Due Date

Kickoff Meeting (see Deliverable 1) RoTO + five (5) Business Days

Phase 1 Initial Implementation (see Deliverable 2)

RoTO + ten (10) Business Days

Security Agreements, Background Checks and Mandatory Training (see Deliverable 5)

RoTO + ten (10) Business Days

Operational Readiness Assessment and Phase 2 Implementation (see Deliverable 3)

RoTO + fifteen (15) Business Days

Phase 3 Final Implementation Milestones Complete (See Deliverable 4)

RoTO + six (6) weeks

3 Operational Readiness and Phase 2

Successful Respondent must show documentation of the following:

RoTO + fifteen (15) business

Deliverable 6: Optional Additional Implementation Support (if any)

Date

Implementation Milestones Complete

a. Successful Respondent’s acknowledgement of their readiness to support the assigned Task Order.

b. Successful Respondent’s agents have received TWC’s training materials as specified in the approved Task Order and have started training.

d. TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Phase 2 Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

days

4 Phase 3 Final Implementation Milestones Complete

Successful Respondent must show documentation of the following:

a. Successful Respondent’s agents have access to TWC Tools and TWC Systems, if any as specified in the approved Task Order.

b. Successful Respondent’s agents are trained in accordance with Section 2.2.5.2 Successful Respondent Agent Training.

TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Final Implementation Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

RoTO + thirty (30) business days

5 Security Agreements, Background Checks and Mandatory Training

Successful Respondent must submit completed security forms to TWC no later than ten (10) business days prior to the Successful Respondent agents’ access to TWC Tools and TWC Systems, if any as specified in the approved Task Order.

RoTO + ten (10) Business Days

Requested Services: Requirements as stated in RFP Article II. Scope of Services and this Task Order; RFP Section 2.2.1.6 Implementation Deliverables, b. Optional Additional Implementation Support.

ID# Deliverable Minimum Acceptance Criteria Payment Deliverable?

Due Date

6 Optional Additional Implementation Support

To be defined in approved Task Order.

Yes TBD

Deliverable 7: Monthly Reporting - Customer Service Reports

ID# Deliverable Minimum Acceptance Criteria Due Date

7 Monthly Customer Service Report

a. Successful Respondent reporting must include key performance indicators (KPIs) relevant to the auxiliary Services. This includes but are not limited to metrics specified in Section II. Project Objectives, d.

Target Service Level Agreements for Key Performance Indicators (KPIs) above, in accordance with Section 3.16 Service Level Agreements and Service Level Credits, such as average call handling time, first call resolution rate, customer satisfaction scores and agent productivity.

b. Successful Respondent must generate and deliver Monthly Customer Service Reports to TWC by the third (3rd) business day of the month following the report ending date. The first report month begins the month of the Operational Date. Operational Date is the day a first contact is processed.

Monthly, third (3) business day of the month following the report ending date, ongoing until completion of approved Task Order

Deliverable 8: Monthly Reporting – Monthly Activity Reports

8 Monthly Activity Report and Invoice

a. Successful Respondent must provide Monthly Activity Reports to support successful completion of deliverables and tasks associated with approved Task Order and Services performed.

b. The report must include, but is not limited to the following:

1. Current status of all assigned Task Orders;

2. Accomplishments for the preceding month;

3. Planned activities for the next month;

4. Risks/Issues

5. Any positive or negative events since the last report that TWC Executive Management should be aware of.

6. Identify any problems (to include, but not limited to preparation and/or acceptance of deliverables) encountered or still outstanding with an explanation of the cause and resolution of the problem or how the problem will be resolved; and

7. Provide a summary of schedule performance status (complete, in progress, not started) regarding associated deliverables and milestones.

c. Successful Respondent will prepare and submit a Monthly Activity Report using the template provided by the TWC Contract

Monthly, third (3) business day of the month following the report ending date, ongoing until completion of approved Task Order

Manager, and as described in the Contract under Article III – CONTRACT AMOUNT AND INVOICING, Section 3.02. Monthly reports and invoices are required for the Task Order timeframe: as indicated in the final executed Task Order.

d. The final report and invoice will indicate “FINAL” the submittal email and on the invoice and report and will be due on the fifteenth (15th) day following completion of the final Task Order Service Date required under this Task Order.

IV. Successful Respondent Questions to Clarify Services, and/or Deliverables:

SUCCESSFUL RESPONDENT may submit questions in writing within two (2) business days of Task Order receipt. TWC will respond in writing to questions within two (2) business days of receipt.

Does Successful Respondent have questions regarding this Task Order?

Yes ☐ No ☐

If SUCCESSFUL RESPONDENT checked “Yes”, please use Attachment 1, CONTRACTOR Questions to submit questions for TWC review and response.

V. Authority to Execute Task Order

SUCCESSFUL RESPONDENT to provide the name, title, and email for the person authorized to sign on behalf of SUCCESSFUL RESPONDENT.

CONTRACTOR Authorized Representative Name:

CONTRACTOR Authorized Representative Title:

CONTRACTOR Authorized Representative Email:

TWC Authorized Representative Name:

TWC Authorized Representative Title:

TWC Authorized Representative Email:

Attachment 1, CONTRACTOR Questions

Services Requested for Resulting TO Number: [#]

CONTRACTOR: Please use the space below to submit questions regarding the Task Order Request. Please number each question sequentially and clearly state which Service number(s) each question pertains to at the start of the question. For example: “1. Service [#]: [begin question]….”