Final Amendment2 Round 2 S_10700_00012867 7.29.25.doc

Amendment/Addendum 2

ADDENDUM 2

RFP: OregonBuys Bid Number S-10700-00012867 for

CONTACT CENTER AS A Service (CCaaS) solutions This Addendum modifies the Request for Proposal (RFP) Document identified above only to the extent indicated herein. All other areas are not changed or otherwise modified by this Addendum and remain in full force and effect. This Addendum is hereby made an integral part of the original RFP document.

1. PURPOSE

The purpose of this Addendum 2 is to detail Round 2 process and instructions.

And to reinforce the purpose of this solicitation, See RFP Section 2.1 – Agency Overview.

2. MODIFICATIONS (New language is indicated by bold underlined font, deleted language is indicated by strike through font.

2.1 Section 2.1, Agency Overview is modified as follows:

“……. Currently, EIS has one managed service provider, Kyndryl, Inc. (Kyndryl) manages the State’s statewide telephony system and part of that service includes the provision and management of Contact Center platform and services. Kyndryl that provides Contract Center services through two platforms: (1) OpenScape Contact Center (OSCC) and (2) AWS Amazon Connect as solutions for Agencies. AWS Amazon Connect was recently added as an option by the current provider., but EIS intends The State wishes to provide Agencies with additional CCaaS managed solutions and managed Contact Center service providers through this RFP.

EVALUATION ROUND 2

Evaluation Round 2 is to consist of:

A. Response to additional questions as provided in Attachment A. Question responses should be from the perspective of the primary managed service provider and the service provider’s approach to fulfilling the requirements of this RFP, with an emphasis upon the service management rather than the offered Platform (AWS, Genesys, etc).

B. Interview Webinar hosted by State via TEAMS. (SPC to select times and schedule Interviews) 15 minutes prior to the start of the Proposer interview, the SPC will send Proposer a list of questions to be addressed in interview.

C. Upon conclusion of all interviews, the SPC will send all Proposers in the Competitive Range a list of additional Submissions that must be returned within 14 calendar days of delivery.

Participation in ALL Round 2 activities is mandatory in order to remain competitive for any Contract award under this procurement.

The table provided depicting total points possible for Round 1 is amended to include Round 2 points.

Attachment C

ROUND 2

3. SCHEDULE:

Submit responses to Questions (Attachment A) to the SPC on or before noon, Thursday, August 7, 2025. The duration of each Interview will be up to (1) hours. The SPC will contact each Competitive Range Proposer to schedule the Interview. Proposer’s must attend interviews with primary service provider technical staff and not by marketing, sales or Solution Provider (AWS, Genesys, etc) platform staff.

Proposer Interviews will be scheduled in a 1 hour block during the following days and times:

a. 8:00 – 4:00, Monday-Thursday, 8/25/2025 – 8/28/25

4. EVALUATION AND SCORING:

There are 2400 points possible for Round 2. Round 2 will be evaluated individually by each of the Evaluation Committee Members.

ROUND 2 COMPETITIVE RANGE:

a. At the conclusion of Round 2 evaluation and scoring, DAS SPS will rank all Proposers according to their cumulative scores, which include Rounds 1 and 2 (“Cumulative Score”). The highest Cumulative Score will receive the highest rank and successive rank and order will be determined by the next highest Cumulative Score.

b. The highest ranked Proposers will establish the Round 2 Competitive Range and will advance to additional rounds or a Best and Final round if DAS SPS determines it is in the best interest of the State. DAS SPS may increase or decrease the number of Proposers advancing to Evaluation Round 3 if there is a natural break in the scores.

c. DAS SPS will post a notice on Oregon Buys of the Round 2 Competitive Range Determination, which will include the Proposers advancing to additional rounds or a Notice of Intent to Award(s).

d. Evaluation Round 2 Scores for all Competitive Range Proposers will be carried forward to all subsequent rounds of evaluation.

5. PROTEST

Protests to this RFP addendum must be submitted in the manner required in RFP section 3.4 and are due by August 6, 2025, 4:00 PM Pacific Time

6. SINGLE POINT OF CONTACT

Rachel Smith remains the assigned Single Point of Contact for this procurement.

Rachel Smith, IT Procurement Strategist Oregon Department of Administrative Services

Procurement Services Office

1225 Ferry St. SE. U140

Salem, OR 97301-4285

Phone:

(971)707-0263

E-mail: rachel.r.smith@das.oregon.gov

Attachment A Questions Round 2 of this RFP consists of three components: (1) A prepared answer submittal, (2) an Interview with short answers to a set of questions, and (3) additional submittals post-interview, including a pricing exercise.

Please be aware that the focus of the questions, interviews and additional submittals is the management of the Contact Center as a Service, not necessarily the functions of the Platform.

Prepared Answer For the prepared answer, please answer the following questions; no more than 1 page per question, speaking specifically from the Proposer’s service provider experience. Questions may reference the platform, but again, answers should be from the Proposer’s service provider experience. Avoid using AI, and provide specific information rather than general answers. Whenever possible provide real world public examples of Proposer’s CCaaS builds still in production as reference (e.g. provide the public phone number of the application built etc.). Prepared answers question documents must be emailed to SPC by due date in Round 2 Schedule.

Prepared Answer Questions:

1. Provide a detailed overview of Proposer’s company history as a service provider and evolution into the CCaaS industry.

2. What are the key differences between Proposer’s company and the service Proposer provides compared to competitors and use of the platform Proposer has chosen for CCaaS?

3. What are Proposer’s company specific long term strategic plans and goals, and how do they align with the platform chosen for CCaaS?

4. How will Proposer’s company handle the ebb and flow of government business? Speak specifically about how Proposer’s model can handle:

4.1.

providing long term maintenance and operations support for agencies that have budgets that come biennially.

4.2. Proposer ability to plan for agency strategy. There may be long periods of time with no movement, followed by multiple large agencies with legal mandates to make changes with short deadlines simultaneously. Discuss how Proposer manages multiple projects simultaneously.

5. Share and discuss differentiating products or services that Proposer’s company has specifically created that are unique to Proposer’s company, and/or the platform Proposer has selected for CCaaS. These products or services are ones that Proposer believe provide significant value beyond the built-in features of the platform. (These should not include any features that are provided by the platform and would be common to any user of the platform.) The State intends to award value add bonus points for unique features that no other Proposer offers.

Addendum 2, RFP # S-10700-00012867, CONTACT CENTER AS A Service (CCaaS) solutions