finalQAresponse CCaaS RFP S_10700_00012867 3.25.25.xlsx
XLSX spreadsheet 59 KB Posted
- Attached to
- Contact Center as a Service (CCaaS) Solutions
- Solicitation number
- S-10700-00012867
- Issued by
- Marion County, Oregon
About this file
The document is a Request for Proposal (RFP) S-10700-00012867 issued by the State of Oregon's Department of Administrative Services, State Procurement Services on behalf of Enterprise Information Services (EIS) and other Authorized Agencies for Contact Center as a Service (CCaaS) solutions. The RFP seeks comprehensive cloud-based contact center platforms to support multi-channel communications including voice, email, chat, and potentially other digital interaction channels, with proposals due by April 17, 2025. The procurement aims to provide additional CCaaS service providers to complement existing systems like OpenScape and AWS Amazon Connect, with no mandatory migrations currently planned. The contract will enable agencies to select CCaaS solutions that meet their specific contact center needs, with an emphasis on flexibility, advanced routing, reporting, workforce management, and integration capabilities.
The solicitation allows for multiple master contract awards and requires proposers to provide detailed technical responses, pricing structures, and comprehensive security documentation. Pricing will be based on consumption items and hourly rates, with potential for agency-specific customization. While no specific contract value is stated, the enterprise-wide implementation suggests a significant opportunity. The RFP includes provisions for security compliance based on NIST SP 800-53 revision 5 at the Moderate Impact Level, with proposers expected to meet stringent data protection and system integrity requirements. Notably, the state is open to various solutions and is not mandating AWS Amazon Connect, though they have existing infrastructure with this platform. Proposers must demonstrate capabilities for integration, scalability, and support across different agency contact center environments, with an emphasis on flexible, innovative solutions that can adapt to diverse agency needs.
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Other files
| File | Type | Posted |
|---|---|---|
| NITA CCaaS RFP S-10700-00012867.docx | DOCX document | |
| 6 - Att E Cobid 3.6.25.docx | DOCX document | |
| Final Amendment2 Round 2 S_10700_00012867 7.29.25.doc | DOC document | |
| 8 - Security Standards Spreadsheet 3.6.25.xlsx | XLSX spreadsheet | |
| 2 - Att A Scope of Service Contact Center 3.4.25.docx | DOCX document | |
| Amendment1 S_10700_00012867 3.25.25.doc | DOC document | |
| Rd1 Notice of Comp Range CCaaS RFP S-10700-00012867.docx | DOCX document | |
| 3 - ATT B Sample Master Contract 3.6.25.docx | DOCX document | |
| 4 - Att C Proposal Form Contact Center RFP 3.6.25.docx | DOCX document | |
| 7 -Att F Functionality 3.6.25.xlsx | XLSX spreadsheet | |
| 5 - Att D Price Proposal Contact Center RFP 3.6.25.xlsx | XLSX spreadsheet | |
| Notice of Intent Permissive Cooperative Copiers 2.19.25.docx.pdf | ||
| 1 - RFP S-10700-00012867 Contact Center 3.6.25~1.docx | DOCX document |
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Sheet1 Contact Center as a Service RFP Opportunity S-10700-00012867 Questions and Answers
| # | RFP Section | Subject | Question | Answer | |
| 1 | General and Strategic Requirements | What are the specific goals and pain points driving the need for a new Contact Center as a Service (CCaaS) solution? | Since 2015 There was a single vendor providing one premise solution. In April of 2024 AWS Amazon Connect was added, as a completely vendor managed solution. Agencies have requested additional options for best value approaches for procurement. | ||
| 2 | Which agencies are expected to use the CCaaS platform, and are there specific use cases or needs for each? Can you list them and prioritize which ones have the highest critical need? | Refer to RFP 2.1 Agency Overview: EIS intends to provide Agencies with additional CCaaS solutions and managed service providers through this RFP. | |||
| 3 | Are you looking for a like-for-like migration of your contact centers from your legacy system, or will you embrace taking advantage of the new CCaaS functionality as part of the migration? | This RFP is for additional service providers there are no queued agencies or mandatory migrations. | |||
| 4 | Omni-Channel and Communication Needs | · Which communication channels (voice, email, chat, social media) are currently supported, and which must be added or improved? | Voice, email, chat are currently supported and deployed by existing solutions. Various social media platforms are supported but not currently deployed by existing solutions. There are no requirements to add or improve social media to existing platforms. | ||
| 5 | · What are the expectations for seamless omnichannel interactions and handoffs between | ||||
| 6 | channels? Transfer from agency to agency or only within the agency itself. | Seamless Omnichannel handoff from one channel to another channel would be expected within a single call center. There may be situations where a single call center may wish to have agents from multiple agencies. | |||
| 7 | · If you transfer to another agency, will they both be on Amazon Connect or a legacy solution (Avaya, Cisco, etc.)? | Agents may be on various contact center solutions. | |||
| 8 | · Do you require specific support for accessibility (ADA), multilingual communications, or translation services? | Agencies will expect CCaaS solutions to be capable of providing ADA accommodations for agents and supervisors using the system as end users. The public will expect that the CCaaS systems will meet all ADA requirements for accessibility. | |||
| 9 | · Is this RFP also looking to consider UCaaS? CCaaS focuses on the Contact Center only. | This RFP is for CCaaS only. | |||
| 10 | · Will Telephony change, or will the state maintain the current legacy solution(s)? | Refer to RFP 2.1 Agency Overview: EIS intends to provide Agencies with additional CCaaS solutions and managed service providers through this RFP. | |||
| 11 | · Please provide current call volumes re: how many calls and number of minutes for the state agencies in scope (total is fine). | This RFP is for additional service providers there are no queued agencies or mandatory migrations. Agencies that wish to migrate will need to provide that information at the time of a request for a quote. | |||
| 12 | · What are the constituents’ average time to handle? | Average time to handle varies from call center to call center, the existing metrics are not relevant to this RFP. | |||
| 13 | · Is the managed telephony service mentioned in the #1 RFP document Section 2.1 Agency | ||||
| 14 | · Overview is that pertaining to the contact center only or is that pertaining to backoffice or non contact center resources? | The current managed service provider for the enterprise system is Kyndryl, providing both non-contact center, and contact center telephony services, as well as billing, and other managed services. | |||
| 15 | · Is Voicemail required? If yes, is it for general voicemail boxes or individual voicemail boxes? | Voicemail is not required. | |||
| 16 | IVR, Automated Workflows, and AI/ML Capabilities | · What current limitations exist with your IVR systems, and what improvements are expected? | The existing IVR limitations are not relevant to this RFP. See Attachment F for Technical and Business functionality requirements (e.g. F2, F11). | ||
| 17 | · Are there specific workflows or call routing processes you would like to automate to improve efficiency and citizen self-service? | This RFP is for additional service providers there are no queued agencies or mandatory migrations. During design any automation requests would be defined by each agency. | |||
| 18 | · Are AI/ML-based solutions like chatbots, virtual agents, or sentiment analysis desired as part of the IVR or workflow processes? (basic routing [press or say), Routing based on input, or more containment and fulfillment with agent escalation) | See Attachment F for Technical and Business functionality requirements (e.g. T2, T15) | |||
| 19 | Integration and Data Handling | · Which CRM or case management platforms must be integrated with the CCaaS platform (e.g., Salesforce, Dynamics, ServiceNow)? Please list all… | This RFP is for additional service providers there are no queued agencies or mandatory migrations. There are no specific CRM requirements in the RFP. In Attachment C proposers shall describe their approach to integration with varying agency bespoke applications, it is not required that proposers integrate with the existing solution. | ||
| 20 | · What other backend systems, databases, or third-party applications require integration (e.g., licensing, benefit systems)? Please list all by Name and Vendor | This RFP is for additional service providers there are no queued agencies or mandatory migrations. There are no specific back end systems, or databases, or third party applications that require integration. In Attachment C Proposer shall describe the process and applications that ... would integrate with other applications for contact center agents. Agencies may have custom applications that they would like to integrate with a new solution which is why the quest has been created for Attachment C. | |||
| 21 | · What are the key data security, privacy, and compliance mandates (e.g., HIPAA, CJIS, IRS Pub 1075, State Cyber Security Services)? | State agencies will have differing regulatory requirements, which include HIPAA, CJIS, IRS Pub 1075, SSA, FISMA, FERPA, PCI, and/or MARS-E. In addition, state agencies (and the services they contract for) are to be compliant with applicable State of Oregon regulations, rules and policies, which for the majority of Enterprise agencies means at least meeting or exceeding the Statewide Information Technology (IT) Control Standards which are based on NIST SP 800-53 r5 at the Moderate Impact level. Some agencies may need to exceed the Standards to meet data security or regulatory requirements. | |||
| 22 | Advanced Analytics and Reporting | · What performance metrics and KPIs are critical for monitoring and reporting (e.g., call handling time, FCR, citizen satisfaction)? Example: Screenshot and copies of the report would be great) | This RFP is for additional service providers there are no queued agencies or mandatory migrations. All agencies have different reporting requirements and requests. See Attachment C Section IV Functionality and Services A. Reporting for examples of what the proposer shall describe. | ||
| 23 | · What are agency leadership and operations teams' real-time vs. historical reporting requirements? | This RFP is for additional service providers there are no queued agencies or mandatory migrations. All agencies have different reporting requirements and requests. See Attachment C Section IV Functionality and Services A. Reporting for examples of what the proposer shall describe. | |||
| 24 | · What expectations exist for advanced analytics, AI-driven insights, and ongoing optimization? | This RFP is for additional service providers there are no queued agencies or mandatory migrations. All agencies have different requirements and requests. Attachment F (T11) proposers can consider increased customer satisfaction, reduced hold times, and reduced costs etc. | |||
| 25 | · What are the dashboard and wallboard requirements? Are they used, and how many | This RFP is for additional service providers there are no queued agencies or mandatory migrations. All agencies have different requirements and requests. See Attachment C Section E. Other "1. Describe Options for wall mounted message boards in the contact center. Describe the information displayed on the message boards and customization options." The intent is to provide an overview of what the proposer has available. | |||
| 26 | System Security, Privacy, and Compliance | · What specific cybersecurity standards (e.g., NIST, State-specific) are required for this platform? | The state's Statewide Information Technology (IT) Control Standards are based on NIST SP 800-53 revision 5 at the Moderate Impact Level. Agencies and their contracted services and solutions must meet or exceed those controls, depending on data security or regulatory requirements. | ||
| 27 | · What are the expectations for system security plans, ongoing security assessments, and audit support? | a. System Security Plans are expected to be completed through project design and implementation with input from both the contracted service provider and agency in alignment with the shared responsibility model and the services being provided that describes what has been put into place to meet the requirements. |
b. At least annual security assessments by independent reviewers that demonstrates compliance of the contracted service provider and the services with NIST SP 800-53 r5 at the Moderate Impact level over the year is expected. These can be include StateRAMP authorization with any appropriate regulatory addendum, such as CJIS, if applicable, a twelve month SOC 2 Type 2 that includes all 5 trust criteria (security, confidentiality, availability, processing integrity and privacy) that demonstrates compliance with all families of NIST SP 800-53 r5, or an equivalent assessment. Routine independently conducted penetration tests are also expected. Depending on regulatory requirements, additional assessments may be required. The assessment reports, not just the executive summary, are to be made available to the Authorized Agency for review. If major changes occur, it is expected that appropriate independent assessments are conducted.
c. If the agency comes under federal or state audit, it is expected that the contracted service provider will allow access to agency-related information and resources as agreed in contract with that provider.
| 28 | · Are there encryption and data protection requirements for stored and transmitted interaction data? Please explain or reference location | Per SC-13 of the Statewide Information Technology (IT) Control Standards (also listed in the Security Standards Spreadsheet V 2.3.4's Control Details for the control) at rest encryption is to be such that access to the data storage does not permit access to the data (using an appropriate current encryption standard) and in transit communication is to be encrypted with Transport Layer Security (TLS) version 1.2 or later that has not been deprecated or a non-deprecated version appropriate version of the Secure Shell (SSH) protocol. Per AC-17(2), the confidentiality and integrity of remote sessions must also be protected using appropriate security as discussed in SC-13. Agency data or regulatory requirements may exceed those in the Statewide Standards. | ||
| 29 | Monitoring, Resiliency, and Disaster Recovery | · What are the uptime, availability, and reliability expectations beyond 99.99%? | This RFP is for additional service providers there are no queued agencies or mandatory migrations. See Attachment C. Section E. Other 8. Describe standard Service level agreements. This question provides bulleted examples of SLA's. Additionally See Attachment F Technical and Business Functionality S6. See Attachment F T5 the Recovery Point Objective RPO is 15 minutes, and Recovery Time Objective RTO is 15 minutes. | |
| 30 | · What are the agency expectations for system monitoring, redundancy, failover, and disaster recovery testing? | Pursuant to Attachment F for Technical and Business functionality requirements (e.g. S10, T4, T5). The current vendor runbook has provisions for annual disaster recovery testing. The Recovery Point Objective RPO is 15 minutes, and Recovery Time Objective RTO is 15 minutes. | ||
| 31 | · What role does the vendor play in proactive incident management and emergency response? | Pursuant to Attachment F (S6) The vendor will have SLA's to respond to incidents, and provide root cause analysis. The intent of the root cause analysis is prevention of future outages. | ||
| 32 | User and Administrative Training | · What level and format of training are expected for end users, supervisors, and IT administrators (e.g., live,ongoing)? | Pursuant to format requested in Attachment A is "User manuals, technical documentation, and training materials," with the intent that the training is comprehensive to ensure effective use of the system. It is unknown what is most effective for the proposed solution and agencies may be the best at determining how to train their teams. | |
| 33 | · What are the expectations for initial training, ongoing updates, and documentation (e.g., user manuals, technical documents)? | Pursuant to Attachment A and Attachment F (S2, S3, S7, S11)the proposer should provide User manuals, technical documentation and training materials are comprehensive and ensure effective use of the system, and production environment. | ||
| 34 | · Are you interested in engaging in external training provided by the vendor that wins the bid? | Yes | ||
| 35 | · Example (CUG Contact Center User Group, Center of Excellence, Paid Workshops/Labs lead by the vendor of choice)) | Proposers can provide these as a value add services. | ||
| 36 | Governance, Change Management, and Communication | · What are the expectations for vendor participation in change management and communication processes? | Pursuant to Attachment A #7 documents that each Provider deliver regular and timely communications and maintain contact with each Authorized Agency. Each Provider must participate with the EIS change management process and perform changes within a defined change window. The EIS Telecommunications Management Team will provide Provider training on how to interact with the change management process, and can assist in establishing a defined change window. | |
| 37 | · How do you expect vendors to coordinate with EIS for enterprise-wide governance, approvals, and standards adherence? | The EIS Telecommunications Management Team will provide Provider training on enterprise standards, assist in runbook creation, that will assist with approval, and communication processes documentation. | ||
| 38 | · What is the envisioned structure and frequency of quarterly business reviews and monthly performance reporting? | The EIS Telecommunications Management Team expects that each Provider report monthly, on the prior months activity. The Provider must also distribute a quarterly report to all Authorized Agencies, comprised of a "roll up" of the monthly reports. | ||
| 39 | Billing, Invoicing, and Cost Allocation | · What billing structures are preferred (e.g., usage-based, fixed monthly, agency-specific)? | Billing should be provided directly to the Authorized Agencies. Proposers can provide fixed, consumption based, or hybrid models. | |
| 40 | Is integration needed with state financial systems for internal agency chargebacks and allocations? Tagging and Cost Budgeting portal | There is no requirement documented within the RFP To integrated with any specific billing systems. | ||
| 41 | Post-Deployment Support, SLAs, and Ongoing Maintenance | · What are the expectations for post-deployment support, including service level agreements (SLAs) for incident response and resolution? | Pursuant to Attachment C. Section E. Other 8. Describe standard Service level agreements. This RFP question provides bulleted examples of SLA's. Additionally See Attachment F Technical and Business Functionality S6. | |
| 42 | · What level of ongoing maintenance, system updates, and vendor-provided enhancements are expected? | Pursuant to Attachment F S10. Provider will be responsible for 24/7 management of all aspects of the provided solution. | ||
| 43 | · What support (e.g., 24x7x365, onsite, remote) is required for ongoing operations? Can this be a third-party contract by the winning bid? | Yes, 24x7x365 is required. Remote support is acceptable. With consent of the EIS Telecommunication Management, a third party sub contractor may provide support. See attachment F requirement S10. | ||
| 44 | Future Planning, Roadmap, and Innovation | · How should the vendor approach the long-term roadmap, including emerging technologies and future feature deployment? | Pursuant to Attachment A, Quarterly Business Review (QBR). During the QBR, a Provider can introduce upcoming innovations or features for Authorized Agency consideration as part of the Authorized Agency's long term planning. | |
| 45 | · What are the key success metrics for the system one year post-deployment? | Unknown at this time. From an enterprise perspective, exceeding all SLA expectations, with no agency escalations due to proposer performance, cost, or security concerns. | ||
| 46 | · How should innovation be incorporated into quarterly or annual planning (e.g., AI integration, new channels)? Staff aug, hours, vendor support | Pursuant to attachment A, Quarterly Business Review. | ||
| 47 | State-Specific Needs and Customization | · Are there agencies with specialized needs requiring unique workflows, custom integrations, or isolated environments? | Yes. Each Authorized Agency and each call center may have individual needs and requirements. | |
| 48 | · Do you require a detailed agency-by-agency implementation plan, timeline, and cost breakdown? | No, at this time. This RFP is for additional service providers; there are no queued agencies or mandatory migrations. | ||
| 49 | · What are the expectations for collaboration with EIS on shared services, resource management, and operational governance? | Pursuant to Attachment A. Oversight and Coordination is provided through the EIS Telecommunication Management program. Training and coordination for change management and interactions with other enterprise services such as enterprise network, or cybersecurity services is accomplished via the EIS Telecommunication Management team. Managed Service resource management is the responsibility of the Provider. | ||
| 50 | 1-RFP S-10700 | 2.1 | While the RFP outlines general needs, it lacks detail on the specific requirements of each agency or program/policy area (Administrative and Business Services, Education, Natural Resources, Healthy People, Public Safety, and Transportation and Economic Development). What are the unique contact center needs, workflows, and challenges for each of these areas? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. It is unknown at this time which of the agencies or program areas will select the alternate service providers. |
| 51 | 1-RFP S-10700 | 2.2 | Can we obtain use cases or user stories from each agency to better understand their needs and tailor our Amazon Connect solution? | Yes upon request from an agency after successful negotiation of a contract. |
| 52 | 1-RFP S-10700 | 2.1 | The RFP mentions existing systems like OpenScape Contact Center (OSCC), AWS Amazon Connect, and Ivanti for ITSM. We need a more detailed understanding of: | |
| 53 | ||||
| 54 | The specific integrations required with these systems. | No integrations are required. | ||
| 55 | What data needs to be migrated from OSCC to Amazon Connect? What is the volume and format of this data? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. It is unknown at this time if an agency were to migrate what the volume or format of the data would be. | ||
| 56 | What APIs are available for integration with Ivanti? What specific workflows need to be supported? | Ivanti Neurons for ITSM has native web and Rest API are available for Ivanti. No integrations or specific workflows are required to be supported with ITSM. | ||
| 57 | What is the current configuration and utilization of the existing AWS Amazon Connect environment? What are the current pain points or limitations? | There are multiple AWS environments. The control towers are configured to provide each agency with a specific work space. There are no current pain points or limitations. The intent is to provide additional options for best value analysis, options for scheduling, and increased potential for innovation amongst potential vendors and subcontractors. | ||
| 58 | 1-RFP S-10700 | 2.2 | The RFP provides some data on call volume. However, we need more granular information: | |
| 59 | ||||
| 60 | What are the peak call times and days for each agency? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 61 | What are the typical call durations? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 62 | What are the common call types and routing requirements? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 63 | What are the projected growth trends for call volume? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 64 | 2 - ATT A Scope | Service Description | While the RFP mentions omnichannel support, we need specifics: | |
| 65 | ||||
| 66 | Which channels (voice, email, chat, social media) are most critical for each agency? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 67 | What are the specific requirements for integrating these channels within Amazon Connect? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Unknown as each agency is different. | ||
| 68 | Are there any specific social media platforms that need to be supported? | No specific social media platforms are identified. It is unknown what platforms may need to be supported to meet the future needs of agencies at this time. It is the State's hope that in Attachment C Section II Overview Proposers will list the options Authorized Agencies will have to choose from and that each option will be listed in the description of the proposed CCaaS solution and potential future development of the product line. | ||
| 69 | 2 - ATT A Scope | Service Description | The RFP emphasizes the need for advanced analytics. We need to determine: | |
| 70 | ||||
| 71 | What specific KPIs and metrics are critical for each agency? | Each agency has its own critical contact center metrics. From an enterprise perspective, the metrics considered critical are listed in Attachment F S6 under the Service Level Agreements related to performance. Agencies are currently accustomed to developing custom reporting on an as needed basis to document their critical metrics if needed. | ||
| 72 | What type of custom reports and dashboards are required? | Unknown at this time, only an Authorized Agency can determine the needs of its call centers. | ||
| 73 | What data visualization tools or integrations are preferred (e.g., Power BI)? | Unknown at this time, only an Agency can determine the needs of their call centers. | ||
| 74 | What are the requirements for real-time reporting and historical data analysis? | Unknown at this time, Authorized Agencies will have a need for both types of reports. See Attachment F F3 | ||
| 75 | 2 - ATT A Scope | Service Description | In addition to the systems mentioned earlier, what other applications or databases need to be integrated with Amazon Connect? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations so there are no applications or databases that need to be integrated with AWS Amazon Connect. |
| 76 | 2 - ATT A Scope | Service Description | What are the specific integration requirements for CRM, databases, and other communication channels? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. There are no specific CRM requirements in the RFP. Attachment C, requires that Proposers describe their approach to integration with varying agency bespoke applications; it is not required that proposers integrate with the existing solution. |
| 77 | 2 - ATT A Scope | Service Description | What APIs or integration methods are preferred? | Unknown at this time. This will depend on which agency is authorized to obtain the services and what systems are integrated into which solution. |
| 78 | 4 - ATT C | Security Narrative Spreadsheet | The RFP includes a Security Standards Spreadsheet, but we need further clarification: | |
| 79 | ||||
| 80 | What are the specific data security and compliance requirements for each agency, especially regarding sensitive data (e.g., PII, PHI)? | See answer to #21. | ||
| 81 | What are the requirements for data encryption, both in transit and at rest? | See answer to #28 | ||
| 82 | What specific security certifications or attestations are required (e.g., FedRAMP, StateRAMP, SOC 2)? | The State requests information on certifications and assessments to determine what independent reviews Proposer is doing, or has done, of the security controls put in place by the service provider to manage and secure the services being proposed, the level of continuous monitoring of those controls, and to understand what the scope of the assessments are in relation to the services being proposed. | ||
| 83 | 7 - ATT F | What are the scalability requirements for handling peak call volumes and future growth? | Unknown at this time. From an enterprise perspective, it would be preferable if it were possible to coordinate across agencies should the situation require it. | |
| 84 | 7 - ATT F | What are the performance requirements for call quality, latency, and system availability? | The call quality and latency is not listed in the requirements. The State expects high quality and QoS is enabled to ensure the measurement of call quality see attachment F6. | |
| 85 | 7 - ATT F | What are the specific requirements for disaster recovery and business continuity, including RPO and RTO? | See Attachment F T5 the Recovery Point Objective RPO is 15 minutes, and Recovery Time Objective RTO is 15 minutes. | |
| 86 | 7 - ATT F | What are the specific requirements for failover and redundancy to ensure high availability of the contact center solution? | There are several requirements please see Attachment F, T10, T8 T7,T3, F12, and F6 | |
| 87 | 7 - ATT F | How should the proposed solution address potential outages or disruptions? | The solution should self monitor and automatically recover in 15 minutes or less. With 24x7 vendor incident management and impacted agency notification. See attachment F S10, S6, T13, T5, | |
| 88 | 1-RFP S-10700 | What are the State's expectations for the transition from the current systems to the proposed Amazon Connect solution? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Each Authorized Agency, upon request, will have its own expectations for timeline, approach and features. | |
| 89 | 1-RFP S-10700 | What level of support and training is required for agency staff and contact center agents? | Unknown at this time; this is an agency specific question. The State expects that training is provided for go live, using online and offline options, and support is offered across multiple formats, with ongoing training available for new features. See attachment F S3, S7, S4, S11. | |
| 90 | 1-RFP S-10700 | What are the specific requirements for project management, implementation timelines, and go-live planning? | Unknown at this time; this is an agency specific question. The State expects each Proposer will provides professional implementation services, setup, testing, meets desired go live dates, including dedicated resourcing, project management, design, set up deployment UAT, training, documentation, presents clear roll out options such as staggered prototyping, proof of concepts, proof of value, and meets the requirements in Attachment F S2, S3,S4, S5,S6. | |
| 91 | 1-RFP S-10700 | What are the specific requirements and responsibilities for data migration from existing systems to Amazon Connect? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. There are no requirements at this time to migrate from existing systems to AWS Amazon Connect. | |
| 92 | 1-RFP S-10700 | What data needs to be migrated, and what format is it in? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. It is unknown at this time. | |
| 93 | 1-RFP S-10700 | What are the requirements for data validation and testing after migration? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. It is unknown at this time what data may be migrated upon an agency request. | |
| 94 | 5 - Att D | Price Proposal | Can we provide pricing based on agent seats rather than cost per minute? The pricing spreadsheet lists costs per minute per agent and most of the CCaaS solutions we resell require quoting a per-agent seat price. | Yes. |
| 95 | 1-RFP S-10700 | 2.2 | Please would you be able to confirm if the numbers provided for on-prem OSCC solution (no of agents, supervisors and employees) would be the same for the new cloud based CCaaS solution as well. (preferably please can these be listed per Agency as there are 6 agencies listed in the RFP document). | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. The information provided in the RFP is to provide the scope of the current enterprise solution. |
| 96 | 2 - ATT A Scope | Service Description | Does the State/Agency prefer named or concurrent licensing for the new cloud based CCaaS solution? | Unknown, this depends on the Authorized Agencies situation. |
| 97 | 1-RFP S-10700 | 2.2 | What is the average agent / agent supervisor ratio? | Approximately, 1 supervisor to 6.3 staff. |
| 98 | 1-RFP S-10700 | 2.2 | How many DNISs does the State/Agencies use today? Can you also give us a number of DNISs per agency as well. | The State has approximately 26000 DID's. This RFP is for additional service providers for CCaaS solutions. The current DID's are deployed mostly on deskphones that will not be migrating to the CCaaS solution. |
| 99 | 1-RFP S-10700 | 2.2 | How many contact center groups do you currently have? | There are dozens of contact centers. This RFP is for additional service providers; there are no queued agencies or mandatory migrations at this time. |
| 100 | 2 - ATT A Scope | Service Description | What types of outbound dialing is the Agency currently doing today (Agentless, Predictive, Preview, Progressive, Power, etc.)? | Future call back needs are unknown. The current outbound dialing is associated with callback queues, and notifications via a specific audience list. |
| 101 | 2 - ATT A Scope | Service Description | How many outbound campaigns are currently run by the State? Please provide channel wise count for: | There are several in multiple agencies. |
| 102 | a. Email | Unknown specifically for the entire state. | ||
| 103 | b. SMS | Unknown specifically for the entire state. | ||
| 104 | c. Voice | Unknown specifically for the entire state. | ||
| 105 | 2 - ATT A Scope | Service Description | Please would you also be able to provide a channel wise count (Email / SMS / Voice) of outbound campaigns currently run for each of the 6 Agencies. | There are more than 6 agencies, but it is unknown at this time for each of the policy group. This RFP is for additional service providers; there are no queued agencies or mandatory migrations at this time. |
| 106 | 2 - ATT A Scope | Service Description - Key Features | Do all the agents require omnichannel capabilities - voice, chat (web messaging), text/SMS, email? | Not at this time. |
| 107 | 1-RFP S-10700 | 2.2 | What is the maximum call volume during peak levels? [from the RFP document we understand that there are an average of 31,000 callers in the system on any given day] | The maximum call volume can exceed 3500 calls per minute. |
| 108 | 1-RFP S-10700 | 2.2 | Can you also provide the digital interaction volumes during peak levels (for chat, email and SMS) | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific volume the State can provide at this time. |
| 109 | 2 - ATT A Scope | Service Description - Key Features | Please provide the number of call flows that the State currently has and as well per agency | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number the State can provide at this time. |
| 110 | 2 - ATT A Scope | Service Description - Key Features | Please provide the total number of queues configured? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number the State can provide at this time. |
| 111 | 2 - ATT A Scope | Service Description - Key Features | On average, how many queues per call flow? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number the State can provide at this time. |
| 112 | 2 - ATT A Scope | Service Description - Key Features | Please provide the total number of message flows currently being used: | The total number of message flows being used at this time is unknown. |
| 113 | a. Email | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number of emails the State can provide at this time. | ||
| 114 | b. SMS | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number of SMS messages the State can provide at this time. | ||
| 115 | c. Chat (Web-Messaging) | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number of chats the State can provide at this time. | ||
| 116 | 2 - ATT A Scope | Service Description - Key Features | Does the State/Agencies use any third party messaging apps. If Yes, please provide the number of messaging flows for third party messaging apps. | No third party apps are in use at this time. |
| 117 | 2 - ATT A Scope | Service Description | Does the State/Agencies currently or plan to subscribe to 3rd party, DNC (do not call) compliance vendor? | Not at this time. |
| 118 | 2 - ATT A Scope | Service Description | Does the State/Agencies have staff trained and certified on Telephone Consumer Protection Act (TCPA) compliance regulations. | Unknown at this time if agencies have staff trained and certified on TCPA. |
| 119 | 2 - ATT A Scope | Service Description | The State has mentioned that the cloud-based platform must be designed to handle all inbound and outbound communications via multiple channels, including voice, email, chat, and social media. What Social Media channels are currently being used for communication. | The full inventory of social media channels that are being used by agencies is unknown at this time. There are multiple channels being used outside of the current call center structure that may be combined in the future omnichannel experience. |
| 120 | 2 - ATT A Scope | Service Description - Key Features | Please provide the number of messaging flows currently configured for social media messaging. | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. So there is not a specific number social media of flows the State can provide at this time. |
| 121 | 2 - ATT A Scope | Service Description - Key Features | What languages does the State/Agencies support in-house today? | The number of languages supported varies and is customized based on request by agency. |
| 122 | 2 - ATT A Scope | Service Description - Key Features | Does the State/Agencies subscribe to a 3rd party language line for additional language support? | Yes. |
| 123 | 7 - ATT F | F1 | Do the State/Agencies employees currently use any mobile application for handling call center interactions especially when they are working remotely? | Yes. |
| 124 | 7 - ATT F | F1 | If Yes, please can you describe how your current platforms (OSCC and Amazon Connect) are integrated with the State/Agency’s mobile app. | OSCC has a mobile app configured to provide supervisors mobile access to their call centers. AWS Amazon Connect also has a separate mobile app configured to provide supervisors access to remotely manage the status of their contact centers. Both mobile apps provide the ability to view the status of queues, and open/close/change the status of the messaging as needed (holiday messaging, emergency closure etc.). |
| 125 | 7 - ATT F | F1 | Is the State/Agency currently using a desktop softphone, physical handset, or both today? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Agencies that are currently utilizing the existing enterprise systems are utilizing desktop softphones, and physical deskphones. |
| 126 | 7 - ATT F | F1 | If applicable, can we get an inventory, by model and manufacture, of any physical handsets used today? | This RFP is for additional service providers; there are no queued agencies or mandatory migration, so the applicable Authorized Agency inventory would be unknown. |
| 127 | 7 - ATT F | F1 | If physical handsets are used today with OSCC and Amazon Connect, is it expected they will be compatible with the new cloud based CCaaS platform? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. The State does not expect that the physical handsets will be compatible with the new cloud based CCaaS platform. |
| 128 | 7 - ATT F | F14 | Is Workforce Management needed for all agents? If not, what % of agents? | The WFM would be requested by an Authorized Agency on a call center by call center basis. How many total agents, or what percentage of agents an Authorized Agency may request is unknown at this time. |
| 129 | 7 - ATT F | F15 | Are dedicated resources assigned to manage Quality Assurance and Quality Monitoring? If so, how many? | Authorized Agencies manage Quality Assurance and Quality Monitoring at the agency level. From an Enterprise level, there are tools deployed to monitor network quality and the EIS Telecommunications Management team receives changes in status of the existing telecom systems as well as agency escalations for any concerns regarding quality of service. |
| 130 | 7 - ATT F | F15 | Is the State/Agencies using any Gamification today? | Whether agencies are using gamification is unknown at this time. It is not deployed at an enterprise level. |
| 131 | 7 - ATT F | F1 | How many people are assigned as System Administrators today? | Agencies are provided with tools to make minor changes to their users, reset passwords and make minor changes to their systems, supervisors are able to make supervisory changes. No agencies are granted full System Administrator access. |
| 132 | 2 - ATT A Scope | Service Description - Key Features | Can you let us know what is the current Customer Relationship Management (CRM) application the State/Agencies are using? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. There are no specific CRM requirements in the RFP. In Attachment C, Proposers are required to shall describe their approach to integration with varying agency bespoke applications; it is not required that Proposers integrate with the existing solution. |
| 133 | 2 - ATT A Scope | Service Description - Key Features | Assuming the new cloud based CCaaS platform has to integrate with the current CRM platform, can you provide a sample use case for the same? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. There are no specific CRM requirements in the RFP. In Attachment C, Proposers are required to describe their approach to integration with varying agency bespoke applications; it is not required that Proposers integrate with the existing solution. |
| 134 | 2 - ATT A Scope | Service Description - Key Features | Do you currently use RESTful endpoints for integration? | Yes. |
| 135 | 7 - ATT F, 2 - ATT A Scope | F2 (7 - ATT F), Service Description (2 - ATT A Scope) | Does the State/Agencies use multiple collaborative conferencing platforms currently? If Yes, please can you provide the details of the systems currently being used for collaborating. | The enterprise telecom platform has one teleconference system, but it is not related to contact center. |
| 136 | 2 - ATT A Scope, 7 - ATT F | Service Description - Key Features (2 - ATT A Scope), F6 (7 - ATT F) | Does the State/Agencies have any specific audio requirements? | The audio quality is not listed in the requirements. The State expects high quality and QoS be enabled to ensure the measurement of call quality see attachment F6. |
| 137 | 7 - ATT F | F15 | Is the State/Agencies using any call recording solution? | Yes |
| 138 | 7 - ATT F | F15 | Would this be required for all agents or specific groups? | Specific Groups |
| 139 | 7 - ATT F | T1 | What are the State/Agencies retention requirements for call/interaction recordings? | Each Authorized Agency/call center has specific requirements. |
| 140 | 2 - ATT A Scope | Service Description - Key Features | Please provide what audio file formats your current ACD system uses for voice prompts. | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. The current system ACD files are not required for a migration. Most files are in .wav format. |
| 141 | 2 - ATT A Scope | Service Description - Key Features | Are State/Agency’s ACD voice prompts recorded professionally or in-house? | Both. |
| 142 | 2 - ATT A Scope | Service Description - Key Features | If required to be rerecorded, are voice prompt scripts documented? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. |
| 143 | 7 - ATT F | T6 | How does the current system(s) OSCC and Amazon Connect authenticate agents/users? | AWS Amazon Connect utilizes SSO, and OSCC utilizes a login and password. |
| 144 | 7 - ATT F | T6 | What SSO/SAML solution does the State and Agencies use today? | Entra |
| 145 | 7 - ATT F | T6 | Will the existing SSO/SAML solution provider be used in the new cloud based CCaaS platform? | Yes |
| 146 | 7 - ATT F | T2 | Please would you be able to share details on | |
| 147 | a. The external system details that the data is sent to, preferably can you also please share an example use case. | Data is not stored externally, outside of state systems. | ||
| 148 | b. Does this integration leverage mechanisms like RESTful APIs, Data Actions and Webhooks? | Yes. | ||
| 149 | 7 - ATT F | T2 | Do you currently use RESTful endpoints for these integrations? | Yes. |
| 150 | 2 - ATT A Scope | Service Description - Key Features | Can the State provide a list (Agency wise is preferable) and details on all custom in-house solutions the new cloud based CCaaS platform may need to integrate with? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Which custom in-house solutions the proposed solution may need to integrate with is unknown. |
| 151 | 2 - ATT A Scope | Service Description - Key Features | Will the State/Agencies make any required changes/modifications to custom in-house solutions for integration into the new cloud based CCaaS platform? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. Which custom in-house solutions the proposed solution may need to integrate with is unknown. |
| 152 | 7 - ATT F | F3, F4 | What real-time / customized reports are currently being generated? Can you provide some sample real-time and/or customized reports currently in use? | There are hundreds of reports currently being generated. Authorized Agencies would be able to provide specifics on the reports upon request when they request a solution. |
| 153 | 2 - ATT A Scope | Service Description - Key Features | What Business Intelligence (BI) tools or Dynamic Dashboards does the State/Agencies use today? | Each agency utilizes different solutions. There are no required migrations of existing tools or dashboards. Proposers should provide their capabilities in Attachment C. |
| 154 | 2 - ATT A Scope | Service Description - Key Features | Does the Agency require complete systemwide cradle to grave reporting to cover all employees or is it only for contact center? | Proposers should be capable of providing enterprise wide reports for QBR's and for the full contract duration. |
| 155 | 7 - ATT F | F7 | What tools are currently being leveraged by the State/Agencies to monitor and manage data sharing? | Currently, no tools are in place and no data is shared from the managed service provider |
| 156 | 7 - ATT F | T11 | Is the State/Agencies currently using any AI platform for contact center or using any external AI Platform(s) integrated to the current platforms for the contact center functionality? | Yes, the State currently has AWS Amazon Connect that has AI capabilities. |
| 157 | 7 - ATT F | F11 | Is the State/Agencies currently using an NLP Chatbot/Voice bot platform of vendor today? | The Sate currently has access to two natural language platform vendors today. |
| 158 | 7 - ATT F | F16 | What is the current post interaction phone survey solution used by the State/Agencies? And does the State require this solution to be integrated with the new cloud based CCaaS platform? [Note: Genesys Cloud provides the post call voice/phone survey feature out of the box] | The current survey is a Dual-Tone Multi-Frequency (DTMF) survey. No. The current solution does not need to be integrated into the CCaaS solution. |
| 159 | 7 - ATT F | S4 | What is the current support structure for existing platforms (OSCC and Amazon Connect) | The current managed service provider has a unified service now portal with dynamic points of entry for both OSCC and AWS Amazon Connect (it shows OSCC and AWS Amazon Connect for agencies with both, or just OSCC for those with only OSCC etc.). |
| 160 | a. Ticket logging procedure (e.g., flowchart) | A ticket gets submitted to the Managed service provider service now portal. | ||
| 161 | b. Tools/Systems in place to log support tickets | See the RFP 2.2 Current State Current State IT Service Management ITSM, and Service Now for ticketing systems. | ||
| 162 | c. Current response time and resolution time with priority levels | P1 Respond within 30 minutes, mean time to restore 97% within 4 hours, |
P2 Respond within 4 hours, mean time to restore 97% within 12 hours, P3 Respond within 9 hours mean time to restore 97% within 24 hours
| 163 | 7 - ATT F | S4 | Will the State/Agency’s staff, once trained, handle all basic tier 1 type support of the new cloud based CCaaS platform, or does the State expect the vendor of choice to handle all tiers of support? | The State expects the Provider to provide up to all tiers of support. Some agencies will can self-service support |
| 164 | 7 - ATT F | S10 | How do you handle any emergency/outage notifications to employees? | Emergency alerts are handled outside of the phone system. |
| 165 | 2 - ATT A Scope | Service Description - Key Features | How does the State/Agencies handle emergency 911 (e911) notifications currently? | All Authorized Agencies are required to comply with the law. |
| 166 | 2 - ATT A Scope | Service Description - Key Features | Do you want to continue using the existing system for the e911? Or are you interested in utilizing the new cloud based CCaaS platform native e911 capabilities? | Agents should be able to call e911 as needed. |
| 167 | 1-RFP S-10700 | 2.2 | What is the State/Agencies WAN configuration today? (MPLS/Ethernet/SD-WAN) | The State phone system utilizes MPLS and SD-WAN. |
| 168 | 1-RFP S-10700 | 2.2 | Do you anticipate using your existing carrier for the new cloud based CCaaS platform? If so, who is the carrier? | No, the State has no expectations related to use of the existing carrier for the CCaaS platform. |
| 169 | 1-RFP S-10700 | 2.2 | Do you currently have SIP trunks and an SBC(s)? | The enterprise currently has SBC's and SIP trunks provided by the State's current managed service provider, Kyndryl and Lumen. |
| 170 | 1-RFP S-10700 | 2.2 | If you have an SBC who is the vendor? | The enterprise currently has SBC's and SIP trunks provided by the State's current managed service provider Kyndryl and Lumen. |
| 171 | Scope of Services | 1. What are the mandatory features required in the CCaaS solution? | See attachment F for Technical and Business Functionality Requirements. | |
| 172 | 2. What integrations are required (CRM, ITSM, Telephony Expense Management)? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. There are no specific CRM requirements in the RFP. In Attachment C, Proposers are required to describe their approach to integration with varying agency bespoke applications; integration with the existing solution is not required. | ||
| 173 | 3. What security and compliance standards must be met (FedRAMP, HIPAA, NIST)? | See answer to #21. | ||
| 174 | Current System & Migration | 4. How many agents and supervisors will use the system? What is the roadmap for expansion in the next 3-5 years? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. How many agents or supervisors will use the system over the next 3-5 years is unknown. | |
| 175 | 5. What are the key limitations of the current system that need to be addressed? | The requirements for future CCaaS solutions are provided in the RFP documentation. | ||
| 176 | 6. What is the data migration strategy and retention policy? | The current retention policy differs from agency to agency. In general ,180 days is the average retention, but some files are retained for years per agency policy/requirements. | ||
| 177 | 7. Amazon Connect is being retired. Can we propose an alternate solution that meets your requirements? | Proposers can propose, AWS Amazon Connect and/or any CCaaS solution that meets the requirements of this RFP. | ||
| 178 | 8. What components should be retained and enhanced from the existing AWS Amazon Connect? | This RFP is for additional service providers; there are no queued agencies or mandatory migrations. The Existing AWS Amazon Connect solution is not being replaced. |
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