ESBD_405633_1765556180687_3202500130 Addendum 11.pdf

Addendum # 11 Issue date 12/12/2025

Request for Proposals (RFP) Customer Care Contact Center

Services RFP No. 3202500130

Texas Workforce Commission

101 East 15th Street, Austin, Texas 78778

Purpose:

Remaining Questions and Answers 181-447.

Questions and Answers 1-180, highlighted in gray, from Addendum 10, posted 12/1/2025.

1. Deadline for Submission of Proposals will be January 23, 2026, 10:00 AM

CST.

2. Evaluation/Negotiations Date will be January 2026/February 2026.

3. The Anticipated Notice of Intent Notification will be March 2026.

4. The Anticipated Contract Start Date will be April 2026/May 2026.

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.

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Question and Answer Document The following table outlines vendor questions, references Request for Proposal (RFP) sections and page numbers, and the Texas Workforce Commission response to questions:

Question and Answer Document Posted December 1, 2025 as part of Addendum 10

# RFP Section Page

Vendor Question TWC Answer

1. RFP Section

1.1 Purpose

9 Is it the State of Texas internally answering these calls with only State Employees or who is/are the supporting incumbent(s)?

The Texas Workforce Commission (TWC) is answering these calls internally. There is no incumbent for auxiliary Services.

2. RFP Section

1.1 Purpose

9 Is there an active IDIQ contract in place for auxiliary customer care services? If so, which vendor(s) currently hold this contract, and has it reached its full term?

No, there is no active Indefinite Delivery/Indefinite Quantity (IDIQ) in place. See Answer to Question 1.

3. RFP Section

1.1 Purpose

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

See Answer to Question 1.

4. RFP Section

1.1 Purpose

9 Have all options to extend the current contract been exercised?

There is not an active contract at this time.

5. RFP Section

1.1 Purpose

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

See Answer to Question 1.

6. RFP Section

1.1 Purpose

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

See Answer to Question 1.

7. RFP Section

1.1 Purpose

9 If there was a previous solicitation for these services, what was its title, number, release date, and due date?

See Answer to Question 1.

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# RFP Section Page

Vendor Question TWC Answer

8. RFP Section

1.1 Purpose

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

See Answer to Question 1.

9. RFP Section

1.1 Purpose

9 Is there an incumbent performing these auxiliary services for the TWC currently? If so, which organization?

See Answer to Question 1.

10. RFP Section

1.1 Purpose

9 Is there an incumbent? Have they gone full term? Are there any improvements you would like to see?

See Answer to Question 1.

11. RFP Section

1.1 Purpose

9 Are there incumbent vendors providing auxiliary contact center support services today? If so please identify vendor name(s), contract number(s), value(s), and historical task order awards.

See Answer to Question 1.

12. RFP Section

1.1 Purpose

9 Has the current contract gone full term?

See Answer to Question 1.

13. RFP Section

1.1 Purpose

9 Do you currently outsource to third party call center? If yes, will they be responding to this RFP?

See Answer to Question 1.

14. RFP Section

1.1 Purpose

9 Is this a new contract opportunity, or is there an incumbent vendor currently performing the work? If so, who is the incumbent?

This is a new contract opportunity.

See Answer to Question 1.

15. RFP Section

1.1 Purpose

9 What was the previous contract value?

See Answer to Question 1.

16. RFP Section

1.1 Purpose

9 Have there been any Task Orders for auxiliary services issued during the past couple years? If so how frequently and for how many auxiliary agents?

See Answer to Question 1.

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# RFP Section Page

Vendor Question TWC Answer

17. RFP Section

1.1 Purpose

9 Can you share any current challenges you are facing?

See Answer to Question 1.

18. RFP Section

1.1 Purpose

9 Who are the current contractors and how long have they served?

See Answer to Question 1.

19. RFP Section

1.1 Purpose

9 Has TWC previously awarded contracts under similar structures that resulted in vendors not receiving work for an extended period? If so, how long?

See Answer to Question 1.

20. RFP Section

1.1 Purpose

9 Has TWC previously awarded similar contracts where no work was issued? Can historical volume trends or past usage data be shared?

See Answer to Question 1.

21. RFP Section

1.5 Schedule

of Events

10 Please reconfirm the due date for this procurement by providing it in response to answers to questions.

The Deadline for Submission of Proposals has been extended to December 19, 2025, per Addendum #9 issued on October 29, 2025.

22. RFP Sections 2.1.1 Background, 2.1.2.1 Required Goods and Services, 2.7 Task Orders

11 &

“The Successful Respondent(s) must provide auxiliary Services during periods of heightened call volumes or for specific initiatives requiring dedicated contact centers on short notice, in accordance with the requirements as stated in this RFP and all attachments." Is this referring to a Task Order? Or is this in addition to Task Order work?

Per RFP Sections 2.1.1 Background, subsection d. and 2.7 Task Orders, subsection a., to request Services, the TWC Contract Manager will assign a Task Order to Successful Respondent by using Attachment 6 Task Order Template.

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# RFP Section Page

Vendor Question TWC Answer

23. RFP Sections 2.1.1 Background, 2.7 Task Orders, Attachment Task Order Template

11 &

2.1.1 d - Please explain the Task Order structure. What is the typical time period of a Task Order?

The duration of a Task Order will be specified in the assigned Task Order. See RFP Section 2.7 Task Orders, and Attachment 6 Task Order Template for additional details.

24. RFP Section 2.1.2.1 Required Goods and Services

11 What is the anticipated distribution of contacts by channel (phone, chat, email)? Can this be broken down by department or program area?

TWC does not have anticipated distribution numbers.

25. RFP Section 2.1.2.1 Required Goods and Services

11 Will TWC provide guidance on expected agent-to-supervisor ratios or FTE staffing levels per Task Order?

Approved Task Order(s) will specify the supervisor to agent staff ratio in Section IV.5. Staffing, Qualifications and Requirements.

26. RFP Section 2.1.2.1 Required Goods and Services

11 Are agents expected to be available during State of Texas holidays, and if so, will premium rates apply?

See RFP Section 2.2.3.1.f which states:

"TWC holiday schedule is excluded from hours of operation. Federal holidays are not excluded unless they overlap with TWC’s holidays.”

27. RFP Section 2.1.2.1 Required Goods and Services

11 What are the legal holidays observed by Texas?

Reference FY2026 State of Texas Holiday Schedule:

https://comptroller.texas.gov/about/holi days.php.

28. RFP Section 2.1.2.1 Required Goods and Services

12 Can the State provide estimates of how many Agents will be procured-needed per month?

See RFP Section 2.1.2.1.d which states:

“Successful Respondent must be able to scale resources based on fluctuating call volumes and seasonal demand."

https://comptroller.texas.gov/about/holidays.php https://comptroller.texas.gov/about/holidays.php

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# RFP Section Page

Vendor Question TWC Answer

29. RFP Section 2.1.2.1 Required Goods and Services

12 Can the State provide estimates of the number of Agents needed for Weekends, Holidays and overnight per month vs standard hours?

See Answer to Question 28.

30. RFP Section 2.1.2.1 Required Goods and Services

12 Are agents transferring calls? Yes, Tier 1 agents could transfer calls to the appropriate program area when a contact requires support that cannot be resolved by Tier 1 agents. See RFP Section 2.2.2.7. Auxiliary Service Tiers.

31. RFP Section 2.1.2.1 Required Goods and Services

12 Please provide historic seasonality or additional context on what drives larger call volumes?

Historical call volume data is not relevant as this Solicitation is for procuring auxiliary Services to enhance TWC's existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services.

This is NOT for TWC's ongoing current daily operations. Estimated call volumes will be provided at the time of the Task Order assignment.

32. RFP Section 2.1.2.1 Required Goods and Services

12 Based on historical data, are there typical calendar periods or circumstance-driven periods of time that auxiliary services are required?

This Solicitation is for procuring auxiliary Services to enhance TWC's existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services.

There is no existing or past contract for these services. Estimated call volumes will be provided at the time of the Task Order assignment.

33. RFP Section 2.1.2.1 Required Goods and Services

12 Are there any minimum or maximum thresholds for scaling resources that need to be considered?

This information will vary by program area. This information will be provided in the Task Order.

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# RFP Section Page

Vendor Question TWC Answer

34. RFP Sections 2.1.2.1.a.2 Required Goods and Services/Suc cessful Respondent' s agents, 2.2.1.3 Contact Center Setup

12 & bullet A2 says, “Have been provided equipment (e.g., personal computers, peripherals)…” We assume that this would eliminate employees from using their personal equipment. Can the government verify this assumption?

This assumption is correct. In accordance with RFP Section 2.2.1.3 Contact Center Setup, “Successful Respondent must:

a. Provide the necessary technology, equipment, and computer peripherals for Successful Respondent’s agents to use in conjunction with TWC’s VDI to provide auxiliary Services.”

See RFP Section 2.2.1.3 Contact Center Setup for additional requirements.

35. RFP Section 2.1.2.1.b Reporting

12 In Section 2.1.2.1 b. Reporting the indicates a variety of KPI and analytics reports are required.

Does the data to support these reports come from TWC provided Tools and Systems?

See RFP Section 2.2.2.6 Customer Interaction Recording.

36. RFP Section 2.1.2.1.b .2 Reporting

12 Will TWC consider HUB companies that do not provide data analytics and reporting?

The Successful Respondent must, at a minimum, meet all the requirements of this RFP to be considered responsive.

Responses must comply with all RFP requirements, including terms and conditions as stated in Attachment 1 - TWC Terms and Conditions. If you take exception to a particular clause in any RFP document, then you must so state in your Response. Please note that any exceptions or deviations by the Respondent to Attachment 1 – TWC Terms and Conditions may make the Proposal unacceptable for award without discussion. Any exceptions taken to the Terms and Conditions and/or provisions included in the Solicitation must be identified in detail on Form 1 Execution of Response and accompany your Response.

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# RFP Section Page

Vendor Question TWC Answer

37. RFP Sections 2.1.2.1.b.2 Required Goods and Services/Rep orting, 2.6 Reporting

12 &

2.1.2 b.2 - If Successful Respondent’s agents will be on TWC’s system and telephony, what type of data analytics and reporting is TWC expecting?

See RFP Section 2.6 Reporting.

38. Section 2.1.2.1.c Required Goods and Services,

c. Ability to rapidly ramp up to provide auxiliary Services

12 RFP states "....requiring dedicated contact centers on short notice."

Can you describe what short notice means? Task Order details state you have 45 days to prepare.

In accordance with RFP Section 2.1.2.1:

“Successful Respondent must be able to ramp up to provide auxiliary Services within forty-five (45) days of receipt of an approved Task Order.”

39. RFP Section 2.1.2.1.c Required Goods and Services

11 Can TWC confirm the respondent will have 45 days from the receipt of an approved task order to be operational?

Yes, Successful Respondent has forty-five (45) days from receipt of approved Task Order to be operational. See RFP Section 2.1.2.1.c.

40. RFP Section 2.1.2.1.c Required Goods and Services

11 what happens if there are no candidates that TWC likes 45 days after receipt of an approved task order?

Successful Respondent(s) will be assigned Task Orders by TWC, in accordance with RFP Section 2.7 Task Orders. See also RFP Section 2.2.1.6.

Implementation Deliverables.

41. RFP Sections 2.1.2.1.d Required Goods and Services/Sca lability

12 bullet D refers to “Scalability.”

Can the government provide the range that these services have been required to scale either in volume or FTE over the past 2 years?

There is no current or past contract for these services. See Answer to Question 1.

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# RFP Section Page

Vendor Question TWC Answer

42. RFP Section 2.1.2.1.d Required Goods and Services/Sca lability

12 Our experience with UI calls informs us that every Monday morning or day after a holiday there is a large call volume spike.

The ASA is directly impacted by the call volume spike provided and/or distributed to the Successful Respondents, how are the call volumes distributed so that the Successful Respondent is simply not assessed for every call surge in a given day?

Successful Respondent must be able to scale resources based on fluctuating call volumes and seasonal demand. (See RFP Section 2.1.2.1.d) See also RFP Sections 2.2.3.1, 2.5.e, and 3.16.4. TWC recognizes that call volumes may fluctuate due to seasonal trends, holidays, or other factors that impact customer demand. As stated in RFP Section 2.1.2.1(d) and further detailed in Sections 2.2.3.1 and 3.16, it is the Successful Respondent’s responsibility to forecast, plan, and staff accordingly to meet service level expectations during these fluctuations.

TWC’s call volume may experience temporary spikes (e.g., Mondays or days following state holidays), and the Successful Respondent is expected to utilize robust workforce management tools and dynamic staffing strategies to accommodate these variations. Call volumes are distributed based on operational needs identified in each approved Task Order, and performance metrics, including ASA, will continue to be measured in accordance with the Service Level Agreements established under RFP Section 3.16.

In summary, TWC expects the Successful Respondent to maintain sufficient scalability and resource planning to ensure service levels are met during both normal and peak periods, without adjustments to performance assessment solely due to predictable call volume surges.

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# RFP Section Page

Vendor Question TWC Answer

43. RFP Section 2.1.2.1.d Required Goods and Services/Sca lability

12 Would TWC be able to directly hire on staff that are procured by a company?

No, TWC does not intend to hire staff from Successful Respondent(s)’ companies. Staff may, however, apply to and be considered for open TWC jobs.

44. RFP Sections 2.1.2.1e Required Goods and Services/Rob ust Security Measures, 2.1.2.2 Excluded Services, 2.3 TWC Data Privacy and Cybersecurit y Standards

12, 13 & 34-

Since Section 2.1.2.2 Excluded Services specifically excludes the Successful Respondent from providing the Interactive Voice Response (IVR) platform and the Automatic Call Distribution (ACD) service, as well as the Customer Relationship Management (CRM) solution, please clarify why responses need to discuss the handling of the extensive cyber security requirements of Section

2.3.2 or consider removing the requirements. These appear to be TWC responsibilities rather than the responsibility of the Respondent.

Successful Respondent must ensure that any technology provided, in accordance with RFP Section 2.2.1.3 Contact Center Setup, a.1, including, but not limited to, remote desktop tools, call center software solutions, and other relevant applications necessary to provide auxiliary Services, is in compliance with requirements as stated in RFP Section

2.3 TWC Data Privacy and Cybersecurity

Standards.

45. RFP Section 2.1.2.1e Required Goods and Services/Rob ust Security Measures

If a company does not provide equipment or any items to a candidate and TWC provides these, that makes TWC responsible for all security measures, correct?

In accordance with RFP Section 2.2.1.3 Contact Center Setup, Successful Respondent must: a. Provide the necessary technology, equipment, and computer peripherals for Successful Respondent’s agents to use in conjunction with TWC’s VDI to provide auxiliary Services.

See RFP Section 2.2.1.3 Contact Center Setup for additional details and requirements.

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# RFP Section Page

Vendor Question TWC Answer

46. RFP Sections 2.1.2.1f Required Goods and Services/Tas k Orders,

2.7 Task

Orders, Attachment Task Order Template

11 &

Will there be any volume commitments per Task Order, or is volume subject to fluctuation with no guaranteed minimum?

Estimated call volumes will be specified with the assigned Task Order. Actual volumes, however, may fluctuate and there is no guaranteed minimum. In addition, there is no guarantee the Successful Respondent(s) will be assigned an approved Task Order during the Contract Term. See RFP Sections 2.7 Task Orders, 2.1.2.1(f) Task Orders, and

3.7 No Guarantee of Volume, Usage, or

Compensation, and Attachment 6 Task Order Template for additional details.

47. RFP Sections 2.1.2.2 Excluded Services & 2.2.2.8 Customer Relationship Management

(CRM)

System Logging

13 &

Is the TWC CRM a customized commercial-off-the-shelf product?

If So, what was the CRM used?

See RFP Section 2.1.2.2.d which includes: "Successful Respondent will not be performing any integration with TWC’s CRM software."

48. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13 &

Conflicting information needs clarification, on page 13 it states that TWC is going to be solely providing the IVR system, however page 21-22 states that the successful respondent needs to be able to support a scalable IVR. Is TWC providing the IVR or should the respond plan to provide the IVR system needed to support the contract?

In accordance with RFP Section 2.1.2.2 Excluded Services, d:

Successful Respondent will not be providing an Interactive Voice Response (IVR) platform; TWC will provide the IVR and Automatic Call Distribution (ACD).

RFP Section 2.2.2.4 IVR Calls requires the Successful Respondent to have the capability to integrate with, work in conjunction with, and be compatible with the existing TWC-provided IVR and ACD systems that process up to 1 million calls per month.

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# RFP Section Page

Vendor Question TWC Answer

49. RFP Sections 2.1.2.2 Excluded Services, 2.2.1.3.a.1 Contact Center Setup

13, We understand that your immediate need is for additional staff to handle Tier 1 and Tier 2 calls. In addition to providing the necessary staff, we believe that integrating a contact center solution with our advanced IVR could significantly enhance your operations by improving efficiency, reducing wait times, and providing better customer experiences. Would you be open to considering a proposal that includes both the staff you need and a contact center solution with IVR to optimize your operations?

No. Successful Respondent's agents will use TWC's IVR.

50. RFP Sections 2.1.2.2 Excluded Services, 2.2.1.3.a.1 Contact Center Setup/ 2.3 TWC Data Privacy and Cybersecurit y Standards

13, 14 & 34-

Excluded Services indicates TWC will provide IVR and ACD platforms. Section 2.3.1 outlines a variety of security requirements for Respondent provided Contact Center Software. Can you clarify whether the auxiliary agents will handle calls in the TWC provided tools or whether they will handle calls using Respondent provided Contact Center Software?

Successful Respondent's agents will use TWC's IVR and ACD platforms to handle calls. Successful Respondent, however, must ensure that any technology provided, in accordance with RFP Section

2.2.1.3 Contact Center Setup, a.1, including, but not limited to, remote desktop tools, call center software solutions and other relevant applications necessary to provide auxiliary Services, is in compliance with requirements as stated in RFP Section 2.3 TWC Data Privacy and Cybersecurity Standards.

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# RFP Section Page

Vendor Question TWC Answer

51. RFP Section 2.1.2.2 Excluded Services

13 We're using TWC technology but we have to have risk management to deal with any tech issues and backups. Will TWC allow us to use our own systems in the event of a disaster or down time with the TWC systems and, if so, what are the requirements to which we need to adhere? Can you provide more detailed technical specifications and how a fail-over would work to our facilities and equipment?

The Successful Respondents will not use their own systems in the event of a disaster or downtime involving the TWC system as this will create an additional task for TWC to validate the Respondents’ internal systems.

52. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

The mentions that TWC will provide the IVR and ACD. Could TWC please clarify which specific contact center platform or solution is currently being used (e.g., Genesys, Avaya, Cisco, NICE inContact, etc.) so we can ensure compatibility with our agent equipment and prepare appropriate training materials?

TWC currently utilizes a wide variety of platforms, such as Genesys, Cisco, and Avaya. Specific contact center platform will be specified in the assigned Task Order.

53. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

Will TWC provide the current Training Guide for TWC Program and TWC Systems Training?

What is the expected time to Train these components; TWC Program Knowledge and TWC Systems? Will TWC provide a Train-the-Trainer session? How long would a Train-the-Trainer class take?

Yes, TWC will provide the current Training Guide to Successful Respondent

(s) after Contract award. The expected training time will depend on the program area requiring Auxiliary Services. TWC will also provide a train-the-trainer session, with the timing dependent on the Task Order.

54. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

Can agent training be conducted virtually?

Yes, agent training can be conducted virtually.

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# RFP Section Page

Vendor Question TWC Answer

55. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What technology does TWC use for chat services?

TWC currently uses Zendesk; however, this may change in the future.

56. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What mechanisms or tools are in place to monitor and measure scalability?

Within each program area, there are various call center analytics platforms, real-time monitoring tools, and performance dashboards and reporting tools. Some are third-party solutions, while others are created by TWC.

57. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

Will the vendor have real-time access to manage the queue?

Yes, real-time access to manage the queue will be provided to the Successful Respondent(s).

58. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What is the call flow arrival pattern by day and each 30-minute interval?

Per RFP Section 3.16 Service Level Agreements and Service Level Credits, the SLAs are average handle time, average response time, first call resolution and customer satisfaction. Call flow is not tracked.

59. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What is the shrinkage rate? The shrinkage rate is not relevant as TWC's hourly billing rate is based on productivity hours. See RFP Section 2.2.3.1.e. Staffing and Scheduling.

60. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

Please provide the maximum wait time.

The Average Speed of Answer varies by program area. This information will be provided in the Task Order.

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# RFP Section Page

Vendor Question TWC Answer

61. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What is your monthly attrition? There is no incumbent provider.

See Answer to Question 1.

62. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

What is the abandon rate target? TWC does not have an abandonment target nor is abandonment target measured.

63. RFP Sections 2.1.2.2 Excluded Services,

2.2.2.4 IVR

Calls

13, 21-

Please provide the average abandonment rate.

See Answer to Question 62.

64. RFP Sections 2.1.2.2 Excluded Services, 2.2.2.6 Customer Interaction Recording

13 &

This states “Successful Respondent must provide its own system to support call recording capabilities”. However, 2.1.2.2 states that Successful Respondent will not provide IVR, ACD, or CRM. Can TWC provide clarification to call recording capabilities of these TWC systems and the Successful Respondent requirements to record calls through TWC systems?

See RFP Section 2.2.2.6 Customer Interaction Recording. Section 2.1.2.2.d states that TWC will provide the IVR and Automatic Call Distribution (ACD). These services are part of the Avaya Switch operated by the Unemployment Insurance division at TWC. These two tools are operated for the internal TWC call centers.

Section 2.2.2.6 refers to the ability of the Successful Respondent to be able to record the calls between their agent (working on behalf of TWC) and the TWC customer calling the Successful Respondent's contact center. The Successful Respondent should be able to record that call on their equipment and provide any feedback to their agent.

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# RFP Section Page

Vendor Question TWC Answer

65. RFP Section 2.1.2.2 Excluded Services

13 Can you clarify what is meant by "real API integration to TWC systems"? Does this mean the Successful Respondent is not allowed to interact with TWC's databases or software beyond the specified access methods?

See RFP Section 2.1.2.2.b. Excluded Services. Real application programming interface (API) integration to TWC systems is not needed. TWC will provide a secure method for the Successful Respondent’s agents to access the necessary TWC System, if any.

66. RFP Sections 2.1.2.2.d Excluded Services, 2.2.1.3.d.1 Contact Center Setup

13-

Will there be a separate agreement or protocol for managing the toll-free numbers (TFNs) and IVR system between TWC and the Successful Respondent?

Per RFP Section 2.1.2.2.d Excluded Services, Successful Respondent will not be providing an Interactive Voice Response (IVR) platform; TWC will provide the IVR and Automatic Call Distribution (ACD). RFP Section 2.2.1.3.d Contact Center Setup, TWC will retain ownership of the Toll-Free Numbers (TFNs).

67. RFP Section 2.1.2.2.d Excluded Services

13 Is TWC able to provide and support an IVR system if a company cannot or does not provide one?

Successful Respondent's agents will use TWC's IVR and ACD platforms to handle calls.

Successful Respondent, however, must ensure that any technology provided, in accordance with RFP Section 2.2.1.3 Contact Center Setup, a.1, including, but not limited to, remote desktop tools, call center software solutions, and other relevant applications necessary to provide auxiliary Services, is in compliance with requirements as stated in RFP Section 2.3 TWC Data Privacy and Cybersecurity Standards.

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# RFP Section Page

Vendor Question TWC Answer

68. RFP Section 2.2.1.6 Implementa-tion Deliverables

15 The specifies that the Implementation Plan, Implementation Plan Schedule, Training Plan, and Response to TWC Data Privacy and Cybersecurity Standards are to be provided as separate documents.

Where should we upload these documents in Bonfire? Would TWC prefer these files be included in the Response or Addenda response section?

These are all part of Respondent's response to RFP Section 6.1.4 Proposed Solution and should be included in the Response section.

69. RFP Section 2.2.2.7 Auxiliary Services Tiers

22 There is mention of providing auxiliary services for Unemployment Insurance systems and Workforce Development systems. What level of services will be performed to these populations since technical questions about UI, for example, may need to be performed by state classified staff trained in these programs. E.g., based on the complexity of the question asked by a UI claimant, might the Customer Care Call Center agent generate a ticket to UI staff for further review? Are you envisioning that the offeror will be providing screening services for inbound calls?

See RFP Section 2.2.2.7 Auxiliary Services Tiers.

70. RFP Section

2.3 TWC

Data Privacy and Cybersecurit y Standards

34 In its Response to this section, Respondent must affirm they will meet or exceed the following in its Response. n. Providing a dedicated Hardware Security Module (HSM) appliance for encryption key management Question: Dedicated to this TX TWC project?

Yes.

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# RFP Section Page

Vendor Question TWC Answer

71. RFP Section

2.3 TWC

Data Privacy and Cybersecurit y Standards

34 Does TWC currently meet the requirements in this section at the call center?

Yes, TWC requires that all solutions that are not hosted by TWC meet the requirement of data location and access location.

72. RFP Section

2.3 TWC

Data Privacy and Cybersecurit y Standards

34 It is unclear whether we will be utilizing any auxiliary information technology that would need to comply with the cybersecurity requirements of this RFP. If this is the case, is a simple “N/A” sufficient or do we need to provide a response that describes our approach?

No. Although Successful Respondent's agents will use TWC's IVR and ACD platforms to handle calls, Successful Respondent, must ensure that any technology provided, in accordance with RFP Section 2.2.1.3 Contact Center Setup, a.1, including, but not limited to, remote desktop tools, call center software solutions and other relevant applications necessary to provide auxiliary Services, is in compliance with requirements as stated in RFP Section

2.3 TWC Data Privacy and Cybersecurity

Standards.

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# RFP Section Page

Vendor Question TWC Answer

73. RFP Section

2.3 TWC

Data Privacy and Cybersecurit y Standards

34 requires the Successful Respondent to establish and maintain an auxiliary Customer Care Contact Center within the United States, but it does not specify whether this must be a physical brick-and-mortar facility.

Can TWC confirm whether a work-from-home agent model is permissible under this , provided all technology, security (e.g., FedRAMP Moderate, TX-RAMP Level 2), and reliability requirements (e.g., scalability to 1,000 concurrent calls) are fully met?

Yes, a work-from-home agent model is permissible, provided all technology, security (e.g., FedRAMP Moderate, TX- RAMP Level 2), and reliability requirements (e.g., scalability to 1,000 concurrent calls) are fully met.

What is explicitly required is that the agents are:

• Physically located in the United States: (Section 2.1.2.1.a.5 and Section 2.2.4).

• Meet TWC Data Privacy and Cybersecurity standards: (Section 2.3). This includes requirements related to FedRAMP, TX-RAMP, data encryption, security assessments, etc.

• Meet all technology and reliability requirements.

If a work-from-home model can meet these requirements, it is a permissible approach.

74. RFP Section

2.3 TWC

Data Privacy and Cybersecurit y Standards

34 We are to use our own system for call recording quality assurance, compliance and dispute resolution. How will we do this if we are not integrated into TWC’s technology?

See RFP Section 2.1.2.2 Excluded Services, RFP Section 2.2.2.6 Customer Interaction Recording, RFP Section 2.2.7 TWC Tools and TWC Systems, and RFP Section 2.3 TWC Data Privacy and Cybersecurity Standards.

75. RFP Section Cybersecurit y Requirement s

34-

Please provide the specifications for the Hardware Security Module appliance.

The specifications for the Hardware Security Module (HSM) appliance for encryption key management are as follows: FIPS 140-2/3: Level 1 cryptographic module.

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76. RFP Section 2.3.2 Cybersecurit y Information

36-

This section implies that TWC would perform the vulnerability and penetration testing. Is this the case and would that testing be at TWC's cost?

RFP Section 2.3.2 Cybersecurity Information clearly states, "Respondent must describe how it will address the following requirements below in its Proposal.” Testing will not be done at TWC cost. Respondents must describe how they will conduct the Vulnerability and Security Assessments specified in Section 2.3.2.g.

77. RFP Section 2.3.2 Cybersecurit y Information

36-

Would a short-coming related to any bullet in this section 2.3.2 disqualify the bidder?

Responses must comply with all requirements, including RFP Section

2.3.2 Cybersecurity Information. Please

note that any exceptions or deviations by the Respondent may make the Response unacceptable for award without discussion. Any exceptions taken to provisions or Terms and Conditions included in the Solicitation must be identified in detail on Form 1 Execution of Response and accompany the Response.

78. RFP Section 2.3.3 Cybersecurit y Certifications

37-

Will third-party FedRamp, SSAE 18 SOC 2, and ISO 27001 certifications for third-party cloud software, deployed by the respondent, be accepted for the aforementioned cybersecurity requirements?

Yes, depending on the final solution these can be used, and FedRAMP certified systems can be fast tracked to TX-RAMP. Respondents must specify the third-party certifications being provided.

Respondents will state whether the proposed solution will be a cloud-based solution or a datacenter solution then provide the title of what documentation that will be provided, e.g., cloud-hosted service will provide FedRAMP and/or TX-

RAMP.

79. RFP Section

2.7 Task

Orders

43 For pricing purposes, can TWC please provide the number of dedicated agents TWC will expect the successful vendor(s) to provide on an ongoing basis?

No. Each Task Order will specify the necessary details, including the number of agents.

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80. RFP Section

2.7 Task

Orders

43 What is the duration of Task Orders?

A Task Order is issued during periods of increased call volume or for specific initiatives that require dedicated services on short notice. Examples of situations that lead to increased call volume include events like COVID-19 or natural disasters when Texans need our agency’s services, such as unemployment benefits. For this reason, we are unable to predict or provide a timeline for how long a Task Order will last.

81. Based on historical data, are there typical calendar periods or circumstance-driven periods of time that auxiliary services are required?

See Answer to Question 80.

82. RFP Section

2.7 Task

Orders

43 Is there a limit or a cap on the number of agents that one Successful Respondent can be assigned in a Task Order?

No, there is no limit on the number of agents that one Successful Respondent can be assigned in a Task Order.

83. RFP Section

2.7 Task

Orders

43 What specific milestones or deliverables will be required within the first 45 days of Task Order approval? Is there a phased approach for implementation?

See Section 6.1.4.vi. Contact Center Setup. Respondents may define the milestones and deliverables necessary to perform each Task Order.

84. RFP Section

2.7 Task

Orders

43 Is there a maximum time frame after Task Order approval for completing agent hiring and training, other than the 45-day ramp-up period?

See Section 2.2.1.6 Implementation Deliverables.

85. RFP Section

2.7 Task

Orders

43 Is it mandatory for the Selected Respondent to accept every Task Order presented by the TWC?

No, the Successful Respondent is not required to accept all Task Orders presented by TWC.

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86. RFP Section

2.7 Task

Orders

43 Are there any penalties or performance consequences if a Successful Respondent does not meet the terms outlined in a Task Order?

See RFP Section 3.16 Service Level Agreements and Service Level Credits.

87. RFP Section

2.7 Task

Orders

43 How often can Task Orders be issued? Is there an expectation for continual assignments, or will they be intermittent?

TWC reserves the right to issue each Services Task one Task Order at a time or to issue several Services Tasks on one Task Order.

88. RFP Section

2.7 Task

Orders

43 What specific criteria or process will TWC use to evaluate and assign Task Orders to the Successful Respondent(s)?

There is no established procedure at this time.

89. RFP Section

2.7 Task

Orders

43 Do the number of agents required for a task order vary, based on details in the task order?

This information will be specified in the Task Order IV. Staffing, Qualifications and Requirements.

90. RFP Section

2.7 Task

Orders

43 How are Task Orders defined and prioritized among awarded vendors?

There is no established procedure at this time.

91. RFP Section

2.7 Task

Orders

43 Can TWC provide an estimate of how soon the first Task Order is likely to be issued following contract award?

Task Orders will be issued to enhance TWC’s existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services on short notice. As such, TWC cannot predict when the Task Order will be issued.

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92. RFP Section

2.7 Task

Orders

43 Can you provide color around a “Task Order”? Are you planning to outsource and contract with vendor/vendors who will receive a guaranteed number of calls/agents for a specified period of time? 1 year? 6 months? Would you be asking for the vendor to provide 10/20/100 dedicated agents and guarantee volume to keep the number of agents occupied? Or are you looking to send calls to a vendor in a truly overflow capacity, i.e., looking to overflow calls when you are understaffed/busy?

Task Orders will be issued to enhance TWC’s existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services on short notice.

93. RFP Section

2.7 Task

Orders

43 How many vendors does TWC expect to use at one time?

TWC expects to utilize at least two vendors at one time. This number is dependent on the number of Contracts awarded as a result of this RFP, if any, and the need for auxiliary Services.

94. RFP Section 2.7.c Task Orders

43 Within three (3) or fewer business days after receipt of Successful Respondent’s signed Task Order, TWC will reply to accept, reject, or request more information on the returned Task Order. What if three days is not sufficient? What is the procedure?

Per RFP Section 2.7.c, Task Order, TWC will reply to accept, reject, or request more information on the returned Task Order.

There is no established procedure at this time.

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95. RFP Section 2.7.b Task Orders

43 b. Within two (2) or fewer business days after the receipt of the TWC Task Order, Successful Respondent will return the Task Order to the TWC Contract Manager with signature by Successful Respondent’s representative authorized to make agreements with TWC and date of signature. Successful Respondent may reply to request more information on the returned Task Order. What if two days is not sufficient? What is the procedure?

See Answer to Question 94.

96. RFP Section

2.7 Task

Orders

43 Please provide two or three examples of typical Task Orders that have been extended during past contractual terms.

See Answer to Question 4.

97. RFP Section

2.7 Task

Orders

43 Please provide the typical number of agents required under examples of Task Orders that have been extended during past contractual terms.

See Answer to Question 4.

98. RFP Section

2.7 Task

Orders

43 Please provide examples of standard or common reports required by a successful respondent extended Task Orders during past contractual terms.

See Answer to Question 4.

99. RFP Section

2.7 Task

Orders

43 What is the anticipated average duration of each Task Order activation period?

See Answer to Question 4.

100. RFP Section

2.7 Task

Orders

43 Will TWC allow the contractor to process, train, credential, and equip more agents than a Task Order requires in order to account for attrition and call-outs?

Each Task Order will detail the staffing requirements. The Successful Respondent(s) are responsible for meeting the need.

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101. RFP Section 2.7.b Task Orders

43 Section 2.7 indicates that TWC can choose to accept, reject or request more information on a Task Order. Will the State please clarify whether the successful respondent may choose to accept or reject a Task Order upon receipt?

See RFP Section 2.7.b and Answer to Question 52.

102. RFP Section

2.7 Task

Orders

43 What happens if a company cannot anticipate the volume demands of TWC? Isn't it TWC's job to provide companies with a task order to request the staff they need? This burden to anticipate employee need falls to

TWC?

See Attachment 6 Task Order Template Section IV item 1. Staffing, Qualifications and Requirements and Section V Target Service Level Agreements for Key Performance Indicators (KPIs). See also RFP Section

2.2.3.1 Staffing and Scheduling and

Section 3.16 Service Level Agreements and Service Level Credits.

103. RFP Section

2.7 Task

Orders

43 Do you have any specific ratios you require? (Example: Sup to Agent ratio 1:18)

Target Ratios will be specified on the TWC Approved Task Order. See Attachment 6 Task Order Template.

104. 2.7 Task Orders, 43 Can you describe the range of time a task can run for? What is the length of a short term task and what is the length of a long term task?

The length of time for a Task Order is difficult to predict. It is dependent on the cause requiring Task Order issuance, such as a pandemic, a disaster or an economic downturn caused by unforeseen circumstances, or for specific TWC initiatives.

105. RFP Section

2.7 Task

Orders and

2.8 Invoicing

43-

Please confirm that training and orientation time spent during a task order implementation/ramp-up period will be payable at the proposed weekly bill rates. If not, how will vendors be compensated for costs incurred during task order implementation?

RFP Section 2.7 and 2.8 outline how TWC will pay invoices based on Task Order completion. TWC will compensate Successful Respondent(s) based on the NTE hourly rate agreed upon in Form 3.

Task Orders will be used pursuant to RFP Article II, Scope of Work.

RFP Section 2.2.1.6 Implementation Deliverables outlines the non-billable deliverables.

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106. RFP Sections 2.8 Invoicing, 2.2.3.1 Staffing and Scheduling

43- 45, 23-

You have defined billable hours on a productive hour basis. If an agent is logged into your system, is available and ready time considered productive?

See RFP 2.2.3.1 Staffing and Scheduling Productivity Hours. For the purpose of this Solicitation and resulting Contract (if any), productive hours are defined as the time an employee spends actively performing tasks that contribute directly to their job’s key performance metrics, such as answering calls, resolving customer issues, or handling inquiries.

107. RFP Section

2.8 Invoicing

43-

What if a vendor chooses to use their invoicing template and submit invoices as they are incurred?

Please note that any exceptions or deviations by the Respondent may make the Response unacceptable for award without discussion. Any exceptions taken to provisions or Terms and Conditions included in the Solicitation must be identified in detail on Form 1 Execution of Response and accompany your Response.

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108. RFP Section

2.8 Invoicing

43-

b. Successful Respondent must submit to the TWC Contact Persons and TWC Contract Manager identified in the approved Task Order a Monthly Activity Report and Invoice including Services conducted (in part or whole) and the total cost incurred. Monthly Activity Report and Invoices will be due on the fifteenth (15th) day of the month following the month Services were conducted using the Monthly Activity Report and Invoice Template provided by the TWC Contract Manager. The first Report Month begins the month of the Operational Date. Operational Date is the day a first contact is processed. What if these are confidential and proprietary methods and only a candidate name is provided for the line item?

See Answer to Question 107.

109. RFP Section

2.8 Invoicing

43-

What if TWC is asked to pay in full due on receipt? What if TWC is asked to pay in full in net 30?

See Answer to Question 107.

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110. RFP Section

2.8 Invoicing

43-

Would TWC consider implementing a cap on the total deduction penalty percentage that can be assessed for each invoice?

Current penalties could aggregate to over 50% of invoice for interrelated issues that could be rooted in inaccurate forecasting of agent numbers, coverage, training, or caller questions that are not all in the control of the respondent to address. Pricing may be inflated if risk of penalties cannot be mitigated.

See Answer to Question 107.

111. RFP Section

2.8 Invoicing

43-

Can you describe how the billing would work under this pricing?

Will the State exercise a tier for a whole month? Or will the State plan to change staffing week to week?

Please see RFP Section 2.8 Invoicing for details.

112. RFP Sections 2.8 Invoicing,

3.16 Service

Level Agreements and Service Level Credits

55-

A. Are the Agent's required to enter time into a TWC timekeeping system?

B. Is the Respondent’s timekeeping system the primary record?

A. No, Agents are not required to enter time in a TWC system.

B. Yes. To assess performance and efficiency, the amount of work completed by Successful Respondent’s agents (e.g., calls handled, tickets resolved) will be measured against the total productive hours.

See Section 3.16 Service Level Agreements and Service Level Credits for additional information about the specific number of calls or tasks required per productivity hour.

113. RFP Section 2.8.a Invoicing

43 Are the percentages of billings held negotiable?

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114. RFP Section 2.9.a Transition and Termination Assistance

45 Will Contractor be paid for services rendered in the event that TWC extends auxiliary services at the expiration or termination of the contract?

Yes, Contractor will be paid for services rendered during the extension. RFP Section 2.7 Task Orders and 2.8 Invoicing outline how TWC will pay invoices based on the Task Order completion. TWC will compensate Respondents based on the NTE hourly rate agreed upon in Form 3 Cost Proposal. Task Orders will be used pursuant to RFP Article II, Scope of Work.

RFP Section 2.2.1.6 Implementation Deliverables outlines the non-billable deliverables.

115. RFP Sections 2.9.c Transition and Termination Assistance, 2.2.3.1 Staffing and Scheduling, 2.2.1.6 Implementat ion Deliverables

46, 23, 15-

Will Contractor be paid for providing training to TWC or third-party personnel if training is requested by TWC at the expiration or termination of the services?

See RFP 2.2.3.1 Staffing and Scheduling TWC’s hourly billing rate is based on Productivity Hours. It excludes breaks, meetings, training sessions, or other non-productive time.

RFP Section 2.2.3.1 Staffing and Scheduling involves subsequent training of vendors' Customer Service Reps (CSRs) in production. Training requested per RFP Section 2.9.c by TWC for TWC or third-party’s personnel would be outside of production and therefore not subject to the exclusion in RFP Section 2.2.3.1 Staffing and Scheduling.

116. RFP Section 2.9.c Transition and Termination Assistance

46 Is training provided during transition and termination assistance considered a billable service?

RFP Section 2.9.c Transition and Termination Assistance states, “In the event of the expiration or termination of all or part of the Services being provided under this Contract, the Successful Respondent must, upon TWC’s request, provide to TWC or third-party personnel training in the performance of the affected Services.” For transition, see RFP Section 2.9.f Transition Plan.

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117. RFP Section

4.1.1 Sole

Point of Contact

64 What is the phone number for TWC POC? What is the email address for TWC POC? Insufficient contact information for TWC POC was provided in the document.

TWC does not provide phone numbers for the TWC Point of Contact (POC). All inquiries to this Solicitation can be made via the TWC Procurement Portal at https://twc-texas-gov.bonfirehub.com/portal/?tab=openOp portunities.

118. RFP Section

4.2 Pre-

Proposal Conference

65-

Is there a link to the recording of the pre-proposal conference that can be shared with offerors?

The recording of the Pre-Proposal Conference can be directly accessed through the Zoom website by copying and pasting the following web address in an internet search browser.

https://zoom.us/rec/share/WtYXjmWaW-

VW-

dbXYyUdr3tLTXRawqsIQ5xXMLOkAVUqp8 TghiB2Z-Yl3SY5kFc4.OqGU-bb_aqPYth4u?startTime=174379309800 0.

119. RFP Section 4.2.3 Questions at the Pre- Proposal Conference

66 Will the questions and responses submitted by all respondents be published? In other words, will our company be able to view the Q&A submitted by other companies?

Yes, all questions and answers will be posted.

120. RFP Section 4.3.2 Proposal Format

66-

Please confirm that there is no page limit for any section of the proposal response.

There isn't currently a page limit for any section of the Proposal response, except for the Executive Summary (RFP Section 6.1.1) which must not exceed four…