ESBD_File_332636_Addendum 2 - RFP730-23098 - Q&A.docx

ADDEMDUM 2

RFP730-23098 Microsoft TEAMS-Certified Call Center Solution

QUESTIONS AND ANSWERS

1. Is there an identified budget for this contract?

Answer: Budget is not disclosed.

1. How many unified communication seats are there? – IE., Microsoft Teams user licenses do you have that this call center solution would need to connect to?

Answer: We have all the Microsoft licenses needed for the agents. We have site license with Microsoft and will be purchasing additional licenses through Microsoft as needed.

1. Does the University of Houston require a TxRAMP or FedRAMP solution?

Answer: Not mandatory at this time, but may be in the near future. Additional compliance requirements will be evaluated by the UIT Security team as part of the RFP evaluation process. Indicate if your proposed solution does or does not meet TxRAMP or FedRAMP requirements.

1. Public Sector Contact Centers including Higher Education Contact Centers are required to maintain the highest levels of security and compliance with ongoing security updates and compliancy audits. This compliancy is of particular importance when collecting any PII data such as (social security numbers, full name, passport information, race, etc.). To ensure the highest level of security and compliance as well as federal or state funding for cloud contact centers, public sector organizations must include FedRamp authorization or TXRamp (State of Texas requires TXRamp for Texas State agencies) compliance. Please confirm if The University of Houston will require FedRamp or TXRamp authorization/compliance with the MS Teams Call Center Solution?

Answer: Not mandatory at this time, but may be in the near future. Additional compliance requirements will be evaluated by the UIT Security team as part of the RFP evaluation process. Indicate if your proposed solution does or does not meet TxRAMP or FedRAMP requirements.

1. Section 6.2, 2.1-2.4, Coaching and Development Tools are requested, however there is no mention of Quality Management for the 70 Supervisors. Quality Management enables the enhanced ability for supervisors to systematically provide coaching and feedback to agents for improving customer satisfaction, handle time, first call resolution, and more. A unified QM system will leverage a single login and administration with the ability for supervisors and agents to quickly and easily access QM evaluations, calibration, training recommendations and more. Does the University of Houston wish to include a unified Quality Management system with their CCaaS? Would the University of Houston benefit from the ability to review the unification of both screen (desktop video) recording as well as the audio recording for review, coaching, and training purposes?

Answer: You may include any of this functionality in your response. What we require is what we posted in the RFP scope; however, additional functionality can be included. The evaluation committee will look at all solutions and will call for demos to the top 2-3 proposals.

1. Would the University of Houston prefer to leverage a Texas DIR approved cooperative contract?

Answer: Our preference is a contract through an RFP process. However, Texas DIR cooperative contracts are sometimes used when small projects/engagements are needed.

1. The professional services work is performed remotely and virtually, which areas does the University identify work that can be subcontracted to HUBs? At first glance we do not anticipate being able to meet the 21.1% HUB Project Goal requirement.

Answer: Subcontracting opportunities are determined by the respondent of the RFP after reviewing the scope of work and tasks. However, if your company can self-perform the entire contract without a need to subcontract, please indicate that option in the HSP document, which is option 4. Per the state’s law, respondents are required to make a good faith effort to award subcontracts if there is a HUB Goal Requirement. The HUB Goal Requirement is determined by UH Purchasing Department based on the commodity code used for the project.

1. Is there a need for distributed administration for the 12 UCC’s so that each contact center can be managed independently of the others?

Answer: No

1. Is the RFP focused only on voice or is omnichannel (email, webchat, etc) also in scope?

Answer: voice

1. Is the university open to prepaid 3 year term proposals?

Answer: The University will sign a 3-year contract with an option to extend to 5 years. Payments are made once a year (annual payments). We have an annual budget. No pre-payment of three years is available.

1. Does the University of Houston require a TxRAMP or FedRAMP solution?

Answer: See answer in questions #3 and #4

1. Can you let us know if any of the agents require digital or Workforce channels?

Answer: Not required but may be a plus you can include it in your proposal.