ESBD_405633_1748526067040_3202500130 Addendum No 3.pdf
PDF 309 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This is Addendum No. 3 to a Request for Proposals issued by the Texas Workforce Commission for Customer Care Contact Center Services (RFO No. 3202500130). The addendum extends key deadlines for the solicitation process. The pre-proposal conference was held on April 4, 2025, with attendance optional. The deadline for submitting written questions via Bonfire has passed (April 8, 2025 at 5:00 PM Central Time), as has the deadline for submitting draft HUB Subcontracting Plans (April 11, 2025 at 5:00 PM Central Time). The TWC's courtesy review of draft HUB Subcontracting Plans was completed by April 18, 2025 at 5:00 PM Central Time. The estimated date for responses to written questions to be uploaded to Bonfire and notification posted on the Electronic State Business Daily (ESBD) has been extended to June 13, 2025. The deadline for submission of proposals has been extended to July 7, 2025 at 10:00 AM Central Time, with proposals required to be received by TWC via Bonfire. The evaluation and negotiation period is anticipated for May through August 2025, with a notice of intent notification expected in July 2025 and an anticipated contract start date of September 2025.
The addendum requires respondents to acknowledge receipt of the document by providing a signature and date, which must be included with the RFP submission response. Failure to acknowledge receipt of the addendum may result in disqualification. The addendum forms part of the contract documents and references the main RFP document (00_3202500130 Customer Care Contact Center RFP.pdf), as well as Addendum No. 2 and other supporting attachments and forms. The contract will be task order-based, allowing the TWC flexibility in allocating services. While specific pricing terms are not detailed in this addendum, the broader solicitation includes evaluation criteria weighing cost proposal at 30 percent, qualifications/experience/past performance at 30 percent, and proposed solution at 40 percent. The contract includes a state-mandated HUB goal of twenty-six percent, requiring respondents to demonstrate their approach to including certified Historically Underutilized Business vendors.
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Addendum # 3 Issue date 05/29/2025
Request for Proposal (RFP) Customer Care Contact Center
RFO No. 3202500130
Texas Workforce Commission 101 East 15th Street, Austin, Texas 78778
Purpose:
1. Estimated Date Responses to Written Questions uploaded to Bonfire and notification posted on ESBD has been extended to June 13, 2025.
a. See Table 1 Schedule of Events on Page 2.
2. Deadline for Submission of Proposals has been extended to: July 07, 2025 10:00 AM CST
a. See Table 1 Schedule of Events on Page 2
THIS ADDENDUM FORMS A PART OF THE CONTRACT DOCUMENTS.
ACKNOWLEDGE RECEIPT OF THIS ADDENDUM IN THE SPACE PROVIDED BELOW
AND SUBMIT WITH THE RESPONSE, FAILURE TO DO SO MAY DISQUALIFY
RESPONDENT.
Respondent’s Signature of Acknowledgement
Date:
Respondent must include this page, signed, and dated, with their RFP submission response.
EVENT DATE and TIME
Solicitation Notification posted to ESBD, and Solicitation package uploaded to Bonfire
MARCH 28, 2025
Pre-Proposal Conference (Attendance is Optional)
APRIL 4, 2025 at 2:00 PM Central Time
Deadline for Submitting Written Questions via Bonfire
APRIL 8, 2025 at 5:00 PM Central Time
Deadline to submit the draft HUB Subcontracting Plan for review
APRIL 11, 2025 at 5:00 PM Central Time
Deadline for TWC to provide the courtesy review of the draft HUB Subcontracting Plan
APRIL 18, 2025 at 5:00 PM Central Time
Estimated Date Responses to Written Questions uploaded to Bonfire and notification posted on ESBD
June 13, 2025
Deadline for Submission of Proposals NOTE: Proposals must be RECEIVED by TWC by the deadline via Bonfire.
July 07, 2025 10:00 AM Central Time
Evaluation/Negotiations May – August 2025
Anticipated Notice of Intent Notification JULY 2025
Anticipated Contract Start Date SEPTEMBER 2025
Table 1: Schedule of Events https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities
| 00_3202500130 Customer Care Contact Center RFP.pdf |
| List of Attachments and forms |
| Table of Contents |
| Definitions |
| Article I. Purpose, Authority, and Schedule of Events |
| 1.1. Purpose |
| 1.2. TWC Information |
| 1.3. Authority |
| 1.4. Administration of Procurement Process |
| 1.5 Schedule of Events |
| Article II. Scope of Work |
| 2.1 Background/Overview |
| 2.1.1 Background |
| 2.1.2 Overview |
| 2.2 Description of Services |
| 2.2.1 Implementation |
| 2.2.2 Auxiliary Services |
| 2.2.3 Workforce Management Requirements |
| 2.2.4 Hiring Agent Requirements |
| 2.2.5 Training Requirements |
| 2.2.6 Technical Requirements |
| 2.2.7 TWC Tools and TWC Systems |
| 2.3 TWC Data Privacy and Cybersecurity Standards |
| 2.4 Key Personnel and Proposed Organization |
| 2.5 Disaster Recovery |
| 2.6 Reporting |
| 2.7 Task Orders |
| 2.8. Invoicing |
| 2.9. Transition and Termination Assistance |
| Article III. General Information |
| 3.1 Terms and Conditions |
| 3.2 Contract Award |
| 3.3 Contract Execution |
| 3.4 Contract Term |
| 3.5 Price Adjustment |
| 3.6 Contract Amendments |
| 3.7 No Guarantee of Volume, Usage, or Compensation |
| 3.8 Governmental Entities |
| 3.9 Offer Period |
| 3.10 Costs Incurred |
| 3.11 Public Information Act - Respondent Proposal |
| 3.12 Public Information Act – Contract Award |
| 3.13 Respondent Waiver – Intellectual Property |
| 3.14 Insurance |
| 3.15 Remedies |
| 3.15.1 Assessment of Remedies |
| 3.15.2 Failure to Assess Remedies |
| 3.15.3 Failure to Notify TWC of a Change of Ownership or Control or Change in Financial Condition. |
| 3.15.4 Failure to Comply with Disclosure Requirement. |
| 3.15.5 Failure to Produce Records or Information as part of Background Investigation. |
| 3.15.6 Failure to Produce Records or Information as part of an Audit. |
| 3.16 Service Level Agreements and Service Level Credits |
| 3.17 Changes in Ownership |
| 3.18 Severability. |
| 3.19 Franchise Tax – Right to Transact Business in Texas |
| 3.20 Subcontractor Requirements |
| 3.21 Security Agreements, Background Checks, and Mandatory training |
| 3.22 Data Use Standards and Requirements |
| Article IV. Proposal Process |
| 4.1. Inquiries |
| 4.1.1 Sole Point of Contact |
| 4.1.2 Prohibited Communication |
| 4.1.3 Questions or Requests for Clarification |
| 4.2. Pre-Proposal Conference |
| 4.2.1 Attendance |
| 4.2.2 Logistical Information |
| 4.2.3 Questions at the Pre-Proposal Conference |
| 4.3. Proposal Composition |
| 4.3.1 General Information |
| 4.3.2 Proposal Format |
| 4.3.3 Proposal Signature |
| 4.3.4 Discrepancies |
| 4.3.5 Exceptions |
| 4.3.6 Binding Offer |
| 4.4. Proposal Submission and Delivery |
| 4.4.1 Deadline |
| 4.4.2 Submission Method |
| 4.4.3 Ownership of Proposals |
| 4.4.4 Modifications and Withdrawals |
| 4.5. Additional Information |
| 4.6. Ambiguity, Conflict, or Discrepancy |
| 4.7. Changes, Modifications, and Cancellation of Solicitation |
| Article V. Proposal Evaluation and Award Process |
| 5.1. Written Proposal Evaluation |
| 5.2. Conformance with State Law |
| 5.3. Evaluation Process Overview |
| 5.4. Initial Compliance Screening |
| 5.5. Minimum Qualifications |
| 5.6. Written Proposal Evaluation Criteria |
| 5.7. Best and Final Offer (BAFO) |
| 5.8. Final Written Response Score and Total Score |
| 5.9. Summary of Best Value Determination |
| 5.10. Questions or Requests for Clarification |
| 5.11. Advancement Criteria |
| Article VI. Required Proposal Information |
| 6.1. Narrative Proposal |
| 6.1.1. Executive Summary |
| 6.1.2 Affirmation of Minimum Qualifications |
| 6.1.3 Experience/Organizational Narrative |
| 6.1.4 Proposed Solution |
| 6.2. References, Past Project Performance and Contract Performance |
| 6.3. Financial Soundness |
| 6.3.1 Financial Statements |
| 6.3.2 Financial Statement Frequency |
| 6.3.3 Change in Financial Condition – Duty to Notify |
| 6.4. Cost Proposal |
| 6.5. Execution of Response |
| 6.6. HUB Subcontracting Plan |
| 6.7. Offered Options |
| 6.8. Optional Proposal Submission Checklist |
| Binder1.pdf |
| 3202500130 Addendum No 2.pdf |
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