HCC Questions & Answers

Hosted Contact Center

98000-HCC-0000005215

Question

RFP Reference Section Question GTA Response

98000‐HCC‐0000005215273140 (RFP

Document)

Is there a purpose to the fill‐in blanks in the pdf such as on page 17 of the RFP document? The only page to be completed on the HCC RFP Instructions is page 1, the Bidder's Information.

98000‐HCC‐0000005215273140 (RFP

Document) Page 15, Section 2.3.6 states the Technical and Cost Proposal must be labeled and packaged separately.

Is there a requirement in how the Administrative Proposal should be packaged? Should it be packaged and labeled separately in the Technical or Cost proposals?

Please see Section 2.3.6 in the HCC Instructions.

98000‐HCC‐0000005215273141

(Administrative Questions) Page 22 question #1

What bonds are required? There are no Bonds Required.

98000‐HCC‐0000005215273140 (RFP

Document) page 14, Section 2.3.4

The table requests the Master Services Agreement to be included in the Technical Proposal. Is the bidder to complete the fill‐in the blanks in the pdf document referenced?

No, the MSA will be completed at a later date. It's included in the RFP because it is non‐negotiable and will require a signature.

98000‐HCC‐0000005215273140 (RFP

Document) page 14, Section 2.3.4

The table requests the Customer Purchase Agreement to be included in the Technical Proposal. Is the bidder to complete the fill‐in the blanks in the pdf document referenced?

No, the CSA will be completed at a later date when there is an engagement with a potential customer related to the contract.

NA Would GTA consider adding agent support to the list of potential services that agencies can procure as a component of the RFP? We have found, during the pandemic in particular, that many state agencies have desired both infrastructure support and the ability to rapidly add trained agents in supporting their mission.

Yes. The service should include all aspects needed to fully provide an operational solution service including but not limited to technology, network, systems and skills.

7 Attachment 1‐B 2.2.13 Generally, an agent is dropped from the ACD queue manually. Please provide clarification on when this alert would be needed.

Each agent is manually removed from queues.

Attachment 1‐B 2.2.14 Please provide examples of agent and skillset levels. State entities that utilize the HCC contracts span more than a dozen individual agencies with more than thirty divisions. There is not a single "composite" example which would convey the individual needs of all the state use cases.

9 Attachment 1‐B 2.3.9 Can you clarify the “retrieval/recall” requirement? IVR should be 24 x 7 regardless of the situation.

10 Attachment 1‐B 2.6.6.3 Who is GTA’s primary carrier? There is not a single primary carrier. See GTA Direct for more information at:

https://gta.georgia.gov/gta‐services/gta‐direct‐services 11 Attachment 1‐B 3.2.9 Please provide more details on this requirement. Is GTA looking for the algorithm to be used? Request for clarification on this question was not received.

2.1.11 Small and/or Minority Business Please acknowledge receipt of the attached Request for Participation Goals Letter. GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

2.1.11 Small and/or Minority Business How was this solicitation reviewed for the application of Disadvantaged Business Participation Goals? GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

2.1.11 Small and/or Minority Business What is the State of Georgia's reason for not applying participation goals to this solicitation? GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

2.1.11 Small and/or Minority Business How is the State of Georgia going to enforce its policy that Small and Disadvantaged Businesses have a fair and equal opportunity to compete for the business of this Solicitation?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

2.1.11 Small and/or Minority Business What is the State of Georgia's position on applying a Disadvantaged Business Goal to the Evaluation Criteria for this

Solicitation?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

2.1.11 Small and/or Minority Business What is the State of Georgia's position on requiring all submissions to include Good Faith Effort Reports as part of their

Mandatory Declarations?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

18 Attachment 1‐B, Statement of Work requirement 2.2.16

What CRM systems are you using today? Each agency or division selects their own CRM as needed.

Attachment 1‐B, Statement of Work requirement 2.4.3 Are we required to interface into existing wallboards? If so, what system do you use? Yes, please describe your solutions capabilities to interface with various systems.

20 Attachment 1‐B, Statement of Work requirement 3.3.2 Provider should have the capability to migrate exiting CRM data into a replacement option. Are you expecting the provider to offer a CRM solution as part of this RFP?

Each supplier should provide the full capabilities of their platform.

Question

RFP Reference Section Question GTA Response

Attachment 1‐B, Statement of Work requirement 6.1.9 “There should be no implementation fee or other fees beside the monthly recurring seat charges imposed for upgrading and downgrading solution capabilities.” Is it GTA’s expectation that the initial install customization fees are covered by the monthly recurring charges? If GTA requires additional features, are customization charges included in the monthly fee?

One monthly fee is preferred. The state would prefer not to incur additional implementation fees for process changes and/or adjustments being made to the platform. Customization charges should be included in the monthly fees for advanced seats. If that is not possible within your platform please describe how this would be approached, costed and billed in detail in your response.

22 Attachment 1‐B, Statement of Work requirement 1.0

Can multiple solutions be proposed on this RFP? Multiple solutions will not be accepted.

Attachment 1‐B, Statement of Work requirement 2.6.1 How many inbound contact center minutes do you handle a year? Individual uses and solutions vary greatly across the enterprise. State agencies/divisions HCC Contract customers individually create "scopes of work" with any HCC providers they choose on the GTA Direct platform.

Master Services Agreement requirement 1.1 (a) With exception to the documents for which no redlines will be accepted per the RFP instructions, will GTA consider clarification or qualified feedback from vendors in the applicable documents?

Yes, GTA will consider clarification or qualified feedback from vendors in the applicable documents.

Attachment 3‐B, Section 2.0 1. GTA has referenced an ‘Attachment 3 – Reporting and Service Level Management’, but this document is not listed on the RFP list of documents. Can GTA please post this document for Supplier’s review or remove this reference if not applicable to this procurement?

"2.0 Key Measures Key Measure are those SLA measures for which GTA Customers are not entitled to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards, but in all other manner are treated as critical SLA measures. GTA has the right to move Key Measures to be Critical Service Levels, through the methodology and processes identified in Attachment 3 Reporting and Service Level Management. "

Reference removed. See Amendment 2 posted to the GPR.

Attachment 3‐A, Service Provider Instructions Tab 1. – ‘Exhibit 2 Service Description’ is referenced on row 12 of this tab, but there is no Exhibit 2 listed in the RFP documents. Can GTA please post this document for Supplier’s review or remove this reference if not applicable to this procurement?

Reference removed. See Amendment 2 posted to the GPR.

Attachment 3‐A, Introduction Tab We are confused by this requirement. Are supposed to provide a length of time we will supply the SLA? Our general assumption is that SLAs will be provided for the length of the MSA or the CPA, whichever is longer. Is GTA expecting some SLAs to not be available for the entire term of the contract?

The document asks for Initial + mos, and then says "Defines when the Service Provider is obligated for providing the Service Level measure, based on the initial Agency Participating

All SLA's are provided for the entire length of the MSA/CPA.

NA If a vendor is on the NASPO agreement with the Department of Administrative Services (DOAS) for the same products that will consist of a CRM solution, how does that impact being a selected vendor for this RFP?

The resulting contract from this award will include products and services that are not included in the NASPO agreement.

29 NA Can the response include only the technology to support a CRM solution? The response can not include CRM solution.

30 NA Can services vendors apply? Service Vendors can not apply.

NA Can you disclose the budget? This award does not include any specific allocated budget. Individual agencies/divisions select suppliers and provide financial resources towards each individual purchase agreement.

32 NA Can you disclose the incumbent vendors? This information can be found at: https://gta.georgia.gov/gta‐services/gta‐direct‐

Attachment 2‐B Statement of Work Explained Scope.

Section 2.2.1

Is GTA open to using Softphones running on Agency computers for Agent Voice connectivity Yes, GTA open to using Softphones running on Agency computers for Agent Voice connectivity.

Attachment 2‐B Statement of Work Explained Scope.

Section 2.4.1 specifically regarding the topic of “surge events,” and how surge impacts agent staffing requirements.

Also relative to the bidder’s call when GTA Procurement shared that bidders should provide an explanation and pricing of all applicable products and services.

Is GTA interested in information on managed labor services (outsourced contact center agents) for support during periods of citizens’ high demand?

Yes, they can be included in a response. The response should include all aspects needed to provide a fully operational solution service including but not limited to technology, network, systems and skills.

Question

RFP Reference Section Question GTA Response

Attachment 1‐B Statement of Work, Core Contact Center Services, Section 2.1.1 re: SaaS.

And Attachment 1‐B Statement of Work, Core Contact Center Services, Section 4.0 re: Transition Requirements.

Does GTA plan to transition all of its current on‐premise contact center solutions to a cloud solution? Current offerings are a mix of on‐premise and cloud. GTA anticipate suppliers utilize more cloud in the future but it is not a requirement.

Attachment 1‐B Statement of Work, Core Contact Center Services, Section 2.1.11 re: interfacing with end user systems.

Also referenced in the bidder’s call, “GTA’s use of Microsoft Teams.”

How does GTA use Microsoft Teams today? Over 150 state agencies have their own configuration. Microsoft Teams is widely utilized across the enterprise as well as numerous other collaboration tools.

Attachment 1‐B Statement of Work, Core Contact Center Services, Section 2.1.11 re: interfacing with end user systems.

For the required data integrations, are the relevant database(s) located on‐prem, cloud‐based, or a combination? Relevant databases are a mix of both on‐premise as well as cloud based.

Attachment 2‐B Statement of Work Explained Scope.

Section 2.1, pertaining to a fully integrated solution.

Also, Attachment 1‐B Statement of Work, Core Contact Center Services, Section 3.0 re: Enhanced Contact Center Services, Section

3.3 re: CRM.

Does GTA leverage an integrated CRM solution today? What is the solution used today? GTA does not leverage an integrated CRM solution today.

Also, Attachment 1‐B Statement of Work, Core Contact Center Services, Section 3.3 re: CRM.

What agent desktop requirements are most important to GTA? Please describe the full suite of desktop tools your solutions offers in your response.

40 Section 2.2(Automatic Call Distribution) : Provide an alert when an agent is dropped from the ACD queue

Could you please clarify if "agent dropped from the ACD queue" means agents logged out of the system only or even for agents status changed to not‐ready state ?

Request for clarification on this question was not received.

Section 2.2(Automatic Call Distribution) : Ability to set thresholds on agent, application, and skillset levels.

Could you please elaborate more or provide an use case example for this requirement Request for clarification on this question was not received.

Section 2.3(Auto Attendant and Integrated Voice Response):Provide 24x7 automated (IVR) support in certain situations, including retrieval/recall

Could you please elaborate more or provide a use case example for this requirement? GTA expects the provider to describe both features capabilities in full detail for each platform.

Section 2.6(Network & Transport): Trunking can be shared between Agencies but should not impact performance of individual contact centers

Could you please elaborate more or provide a use case example for this requirement? Request for clarification on this question was not received.

44 NA Please describe the key performance metrics that the vendor(s) will be required to achieve. Suppliers should describe in detail any and all performance metrics available in your response.

45 NA Is GTA open to a Work at home solution in which 10% of the program resources would be remote, enabling a significantly larger hiring footprint that a site‐based solution?

Yes, GTA is open to a 100% work at home solution.

46 NA Are background checks required. If so, what are the background check requirements? Yes, each agency has different individual requirements. See OPB & DOAS Policy at DOAS.ga.gov

47 NA Does an existing (current) training curriculum exist, such that it can be leveraged by the Each agency develops their own unique training based upon their needs.

48 NA What format is the training in? Has it been used to support remote agents in the past? Each agency develops their own unique training based upon their needs.

49 NA What the duration of the current training (expectation in the solution)? Each agency develops their own unique training based upon their needs.

50 NA What is the expected lead time for new hire credentials? Approximately 30 agencies/divisions utilize the HCC agreements. Each has their own credentialing criteria.

51 NA Describe the process and timelines around the GTA providing a regular forecast? Request for clarification on this question was not received.

52 NA What is the expected notice period for staffing modifications, i.e. required headcount and shift changes?

Expected as needed.

53 NA Can you please provide staffing / headcount requirements? There is no current staffing / headcount requirement.

Question

RFP Reference Section Question GTA Response

NA What are the requirements for attrition backfill? If needed each agency would develop individually.

55 NA Is there a requirement for holiday work? #NAME?

56 NA What ratios should be used for management? Request for clarification on this question was not received.

57 NA In the solution, is it acceptable to use standard TechM WAH ratios: Request for clarification on this question was not received.

58 NA Account Manager – 1‐150 Request for clarification on this question was not received.

59 NA Team leader – 1‐25 Request for clarification on this question was not received.

60 NA QA – 1‐40 Request for clarification on this question was not received.

61 2.6.4.1 What are the specifications required for a BYOD (bring your own device) solution? If BYOD is allowed each agency would provide specifications and requirements 62 2.6.4.1 What is the method of dual factor authentication used (soft or hard token)? If soft, via what solution? What are the internet bandwidth requirements?

Specific authentication solutions are unique to each HCC agency user and would be specified within a scope of work.

63 2.6.4.1 Please describe the remote connectivity requirements for agents. Please describe any VPN or VDI requirements?

Specific connectivity requirements are unique to each HCC agency user and would be specified with a scope of work.

64 2.6.4.1 What level of PII will agents be exposed to? Request for clarification on this question was not received.

65 2.1 Hosted Services Question 1: How many total agents and supervisors? Agents and supervisors are not a request at this time.

2.2.2 Be compatible with IVR, Chat, Email, BOTS and

Virtual Agents

Question 2: What type of self‐help or virtual assistants are being suggested? Each agency selects self‐help or virtual assistants individually, if needed.

67 3.3 Customer Relationship Management Question 3: What CRM will be used? Each agency selects a CRM individually, if needed.

Attachment 1‐B Statement of work; p.6

2.2 Automatic Call Distribution

2.2.7 Agent Whisper Feature

Can you describe the desired use case and outcome for whisper? Is this a functionality that you have and are using today?

Each agency selects a Whisper individually, if needed.

Attachment 1‐B Statement of work; p.6

2.2 Automatic Call Distribution

Req. 2.2.8 Interact with Agency regarding the configuration and scripting of Automatic Call Distribution (ACD), Intelligent Routing, and Predictive Dialing

What is the use case and expected volume for Predictive Dialing? There is no use case and expected volume at this time.

Attachment 1‐B Statement of work; p.6

2.2 Automatic Call Distribution

Req. 2.2.11. Force calls to agents when staffed in without them having to signal to receive a call

Do you want calls forced to agents right when they log into the service? Calls to be forced as each agents becomes available.

Attachment 1‐B Statement of Work; p.6

2.2 Automatic Call Distribution

2.2.12 Provide the ability to change gate ‐ opening or

closing

Is this to allow calls to an ACD, or is this for a physical gate? Each agencies will determine as needed.

Attachment 1‐B Statement of Work; p.6

2.2 Automatic Call Distribution

2.2.13 Provide an alert when an agent is dropped from

the ACD queue

Do you want the agent to be notified or the Supervisor to be notified? Yes, both agent and supervisor to be notified.

Attachment 1‐B Statement of Work; p.8, 2.4 Reporting & Analytics

2.4.8 Ability to prompt messages on agent desktop

displays

What type of messages to the agents need prompted on their screens? What CRM could agencies be using?

Do you want the agents to have access to Dashboards and notifiers?

Each agency selects specific agent elements on a case by case basis.

Attachment 1‐B Statement of Work; p.9, 2.5 Call Recording & Basic Quality Management

2.5.1.1 Provide 20% random call recordings and screen

capture per agent per day.

We record 100% of calls. Do you only want 20% recorded? 100% recorded.

Question

RFP Reference Section Question GTA Response

Attachment 1‐B Statement of Work; p.9, 2.5 Call Recording & Basic Quality Management

2.5.1.5 Ability to barge‐in a call, coach, conference or

take over call and record it.

Is coaching mandatory? Can you expand on what you mean by taking over a call? Do they mean barge or pulling the call to the supervisor and dropping the initial agent?

Coaching is not mandatory. Incidents will be handled on a case by case basis.

Attachment 1‐B Statement of Work; p.9, 2.5 Call Recording & Basic Quality Management

2.5.1.7 Ability to record one agent during workday and

not impact the 20% recording time

We record 100% of calls. Do you want to be able to record an additional one specific agent? No, GTA does not want to record an additional one specific agent.

Attachment 1‐B Statement of Work; p.9, 2.5 Call Recording & Basic Quality Management

2.5.1.10 Ability for agent to initiate recording their own

all

Agents can pause and resume call recording. What is the use case for the agent to be able to initiate the recording on their own?

This is not allowed.

Attachment 1‐B Statement of Work; p.10,

2.6.3 Data Network Requirements

2.6.3.1 Service provider can propose end‐to‐ end data

connection for call centers and

Is this for a single provider or multi provider solution? The goal is to award multi‐suppliers onto the GTA Direct Platform. Agencies then select one or all of the suppliers within the group to provide specific pricing and solutioning base upon individual "scopes of work" between an agency and a supplier.

Attachment 1‐B Statement of Work; p.10,

2.6.3 Data Network Requirements

2.6.3.3 Setting up, supporting, operating, and

maintaining data circuits and VoIP circuits (if applicable) as required

Is this an all or nothing RFP? Single provider or multi provider solution? The goal is to award multi‐suppliers onto the GTA Direct platform. Agencies then select one or all of the suppliers within the group to provide specific pricing and solutioning base upon individual "scopes of work" between an agency and a supplier.

Attachment 2‐B Statement Explained; p. 5 Telephone Delivery Design & Capacity

2.2.1 Describe how your proposed solution will manage

and deliver capacity for telecom trunking services as in TDM, SIP, Data, Toll Free for the anticipated volume in support of

Are you looking for physical Circuits? Are you looking for an all‐encompassing (UC product as well)? Please provide all capabilities and options available.

RFQC Instructions Package.pdf, Subsections

2.3.3 and 2.3.4

While discussing the format for vendor response, "Client References Information" is mentioned under both subsections.

Are vendors to list "References" under both subsections?

Client reference template to be completed are located within the Administrative Solicitations Forms Signature Required Attachment A document.

82 Attachment 1B ‐ 1.1.3 How do the contact centers need to interact with one another? Shared queues? (Transferring calls? ; Sending conversations via chat?)

Each contract acts independently.

Attachment 1B ‐ 1.1.5.1 Please confirm Agency provided systems are CRM or OMS and that your desire is to offer a catalog that carries the ability to offer as a service traditional telephony functionality (Avaya, Cisco, Genesys, etc.)

Agencies can elect to provide their own systems or select from suppliers offerings as available.

84 Attachment 1B ‐ 1.1.9 What admin functions are desired? (Add/remove agents, call routing changes?) Please provide your entire supplier catalog.

85 Attachment 1B ‐ 1.2.4 & 1.2.11 Force call to agents: strict routing (force a specific call to a queue) or not allow to decline? Agencies individually select call routing protocol based upon supplier capabilities.

Attachment 1B ‐ 1.2.9 & 1.2.10 Is GTA requesting multi‐tenancy? Each agency or division operates and acts independently from one another; no data will be shared. If an agency wishes to share data with another agency, they will share it outside the HCC contract vehicle.

NA

How was this solicitation reviewed for the application of Disadvantaged Business Goals?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

NA How is the State of Georgia going to enforce its policy that Small and Disadvantaged Businesses have a fair and equal opportunity to compete for the business of this contract?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

NA Will the State apply a 12% Disadvantaged Business Goal to the Evaluation Criteria for this Contrac GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

Question

RFP Reference Section Question GTA Response

NA Will the State of Georgia require all submissions to include Good Faith Effort Reports as part of their Mandatory declarations?

GTA do not participate in the DBE process. GTA is not federally funded and is not required to participate.

Please visit http://www.dot.ga.gov/PS/Business/DBE for more information.

91 NA Are you allowing manufacturer’s resellers (companies that implement and support call center technology) to participate in the solicitation

Any company may submit a proposal. All will be evaluated on the response to this RFP.