State of Georgia Request For Proposal (“RFP”)

Document Title: RFP Instructions/Introduction

Event Name: Hosted Contact Center Services RFQC (Event) Number: 98000-HCC-0000005215 Issuing Officer: Towanda Cuthbert Release Date: July 12, 2021

Submit all Responses: Procurement@gta.ga.gov

Bidder’s Information Instruction: All spaces below are to be filled in and this sheet must be incorporated within as the first page of the response to this Request for Proposals (RFP).

Company/Firm Name: ______________________________________________________________

Address: __________________________________________________________________________

Contact Name: _____________________________________________________________________

Email: ____________________________________________________________________________

Telephone: ________________________________________________________________________

Facsimile: _________________________________________________________________________

This document contains confidential and proprietary information of GTA and its Customers. It is furnished for the purpose of facilitating Bidder response to this RFP.

Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.

mailto:Procurement@gta.ga.gov

Hosted Contact Center Services Georgia Technology Authority, RFP No. 98000-HCC-0000005215

Table of Contents

Table of Contents Table of Contents

1.0 Introduction

1.1 Background

1.2 Objectives

1.3 GTA Issuing Officer (GTA Procurement)

1.4 RFP Contents

1.5 RFP Certification

1.6 Overview of the RFP Process

1.7 Schedule of Events

1.8 Expected Contract Term

1.9 Definition of Terms

2.0 General Information and Instructions to Bidders

2.1 General Information

2.1.1 State’s Right to Request Additional Information – Bidder’s Responsibility

2.1.2 Failing to Comply with Submission Instructions

2.1.3 Rejection of Proposals; State’s Right to Waive Immaterial Deviation

2.1.4 State’s Right to Amend or Cancel the RFP

2.1.5 Protest Procedures

2.1.6 Costs for Preparing Proposals

2.1.7 ADA Guidelines

2.1.8 Public Access to Procurement Records

2.1.9 Registered Lobbyists

2.1.10 Joint Ventures Must Agree to JOINT and SEVERAL LIABILITY

2.1.11 Small and/or Minority Business

2.1.12 Proposal Withdrawal and/or Revision Following Submission

2.1.13 Contract Terms and Conditions

2.1.14 Execution of the Contract

2.2 Instructions to Bidders

2.2.1 Bidder’s Acknowledgement

2.2.2 Restrictions on Communicating with Staff

2.2.3 Company Structure

2.2.4 Bidder’s Third-Party Subcontractors (if any)

2.2.5 Bidder Responsibility Certification

2.2.6 Certificate of Non-Collusion

2.2.7 Immigration and Security Affidavit(s)

2.2.8 Tax Compliance

2.2.9 Submitting Written Questions

2.2.10 Attending Bidders’ Conference

2.2.11 Confidential/Proprietary Information

2.3 Proposal Submission Instructions

2.3.1 Preparing Response Documents

2.3.2 Packaging the Response

2.3.3 Administrative Proposal Contents

2.3.4 Technical Proposal Contents

2.3.5 Cost Proposal

2.3.6 Electronic Copies Required

2.3.7 Electronic Copies

2.3.8 Submitting the Response

3.0 Proposal Evaluation and Award

3.1 Administrative/Preliminary Review

3.2 Evaluation Scoring Criteria

3.3 Demonstration Sessions

3.4 Best and Final Offer (BAFO)

3.5 Overview of Negotiations

3.6 Negotiation Instructions

3.7 Competitive Range

3.8 Negotiation Round Completion

4.1 Public Award Announcement

1.0 Introduction

1.1 Background

The Georgia Technology Authority (GTA) currently manages the delivery of IT infrastructure services to 85 Executive Branch agencies and managed network services to 1,400 state and local government entities. IT infrastructure services encompass mainframes, servers, service desk, end user computing, disaster recovery and security; 14 agencies receive all of these services through GTA, while the remaining agencies may receive two or three of these services. Managed network services include the state’s wide area network and voice.

The current Contact Center Services are being managed by the GTA Direct Program and provided by three Bidder’s. The current agreement is expected to end on or around December 31, 2021. As part of the re-procurement effort, GTA Direct is working with its agency partners to ensure that the solution meets the diverse Agency business needs and provides direct interaction with Agency businesses that use Contact Center services.

Approximately 30 state business units within approximately 15 state entities utilize the Hosted Contact Center, hereinafter called” HCC” contract via individual statements of work which are developed between the HCC Bidder’s and the individual business units. The total scope of HCC utilized by this contract is approximately 1500 seats, which has been relatively stable. Bidders awarded via this RFP will become part of a pool of Bidder’s, which applicable state agency business units can select at their sole discretion for use as needed.

Additional information regarding the HCC re-procurement is located on GTA’s web site at http://gta.georgia.gov/hosted-contact-center-services.

1.2 Objectives

As a result of this procurement, GTA intends to contract with Hosted Contract Center Services Providers to successfully implement and perform the services that are described more fully throughout the Request for Proposal.

GTA’s primary objectives for this procurement are to:

• Improve service delivery: Ensure that the quality and reliability of the services being provided meet the requirements of the state enterprise and individual agencies.

• Innovate and evolve the service offerings: Provide for the evolution of the service offerings and allow for the capability to flexibly introduce services more nimbly.

• Ensure cost competitiveness and transparency: Structure the service offerings so they can be more easily compared to market services at market rates, and provide for enterprise and agency visibility of consumption, cost, and the activities of service providers to deliver quality services in a timely manner.

http://gta.georgia.gov/hosted-contact-center-services

1.3 GTA Issuing Officer (GTA Procurement)

Towanda Cuthbert Outsourcing Procurement Manager Email: procurement@gta.ga.gov

1.4 RFP Contents

The RFP consists of the following:

(1) This document, as “The GTA RFP Table of Documents”, and

(2) Any and all documents provided by the GTA as Attachments to the RFP or links contained within the RFP

Please carefully review all information contained in the RFP, including all documents available as attachments. Any difficulty accessing the RFP or opening attachments should be reported immediately to the Issuing Officer (See Section 1.3).

RFP Table of Documents

Number Name Description Included with RFP or

Developed Later

Response Request

RFP Instructions/ Introduction

Request for Proposal Introduction to RFP and Bidder Instructions

Included Complete company information on page one

Administrative A Statewide Sexual Harassment Prevention Policy

Contract language for Statewide Sexual Harassment Prevention Policy as required by Georgia

Included Respond via Template

Statement of Responsibility Certification

Statement of Responsibility Certification Form

Included Respond via Template

Tax Compliance Form State of Georgia, Tax Compliance Form

Included Respond via Template

Contractor E-Verify Affidavit

Contractor Affidavit and Subcontractor Affidavit under O.C.G.A. § 13-10-91(b)(1), (b)(3), (b)(4).

Included Respond via Template

Certificate of Non- Collusion

Certificate of Non-Collusion Included Respond via Template

Client References Client References Form Included Respond via Template Administrative B Data Security IRS 1075 Contract language for technology services as required by IRS Publication 1075

Included Acknowledge

Contracting with State Entities

Provisions for procuring goods services with state entities

Included Acknowledge

Data Security Privacy and Data Protection Included Acknowledge MSA Master Services

Agreement Contract terms and conditions, document hierarchy, etc.

Included Acknowledge (no redlines accepted)

Attachment 1-A Definitions Glossary of defined terms used throughout the Agreement

Included No Response Required

Attachment 1-B Statement of Work Common Statement of Work for all Integrated Service

Included No Response Required mailto:procurement@gta.ga.gov

1.5 RFP Certification

GTA certifies that the use of competitive sealed bidding will not be practicable or advantageous to the State of Georgia in completing this acquisition; therefore, an RFP is being used. By responding to this solicitation, the Bidder understands and agrees to the following:

1. That this electronically submitted proposal constitutes an offer, which when accepted in writing by GTA, and subject to the terms and conditions of such acceptance, will constitute a valid and binding contract between the Bidder and GTA; and

2. That the Bidder guarantees and certifies that all items included in the Bidder’s response meet or exceed any and all of the solicitation’s identified specifications and requirements except as expressly stated otherwise in the Bidder’s response; and

3. That the response submitted by the Bidder shall be valid and held open for a period of one hundred and twenty (120) days from the final solicitation closing date and that the Bidder’s offer may be held open for a lengthier period of time subject to the Bidder’s consent; and

4. That the Bidder’s response is made without prior understanding, agreement, or connection with any corporation, firm, or person submitting a response for the same materials, supplies, equipment, or services and is in all respects fair and without collusion or fraud. Bidder understands and agrees that collusive bidding is a violation of state and federal law and can result in fines, prison sentences, and civil damage awards; and

5. That the provisions of the Official Code of Georgia Annotated, Sections 45-10-20 et seq. have not been violated and will not be violated in any respect

1.6 Overview of the RFP Process

The objective of the RFP is to select a contractor(s) to provide the services outlined in this RFP. This RFP process will be conducted to gather and evaluate responses from Bidders for potential award. Bidders are invited to participate by submitting responses, as further defined below.

After evaluating all proposals received prior to the closing date and time of this RFP, the preliminary results of the RFP process will be publicly announced, including the names of all participating Bidders and the evaluation results. Subject to the protest process, final contract award(s) will be publicly announced thereafter.

1.7 Schedule of Events

The schedule of events set out herein represents GTA’s best estimate of the schedule that will be followed.

However, delays to the procurement process may occur which may necessitate adjustments to the proposed schedule. If a component of this schedule, such as the close date, is delayed, the rest of the schedule may be shifted as appropriate and at GTA’s discretion. Any changes to the dates up to the

Attachment 2-A Pricing Financials Provisions

Pricing and other financial provisions specific to Service Provider

Included Acknowledge or Redline

Attachment 2-B Statement of Work Expanded Scope

Overview of the Contact Center services requirements

Included Respond via Template

Attachment 2-C Customer Purchase Agreement

Customer Purchase Agreement Included Acknowledge

Attachment 2-C-1 Solution Document Contact Center services Requirements

Included Respond via Template

Attachment 3-A Service Level Matrix Grid of Service Level metrics Included Acknowledge or Redline Attachment 3-B Service Level Definitions Description of each Service

Level Included Acknowledge closing date of the RFP will be communicated to Bidders prior to the closing date of this RFP. After the close of the RFP, GTA reserves the right to adjust the remainder of the proposed dates, including the dates for evaluation, award, and the contract term on an as needed basis with or without notice.

Events or Activity Date

RFP Release July 12, 2021

Bidder’s Conference As posted to the GPR

Final Day – Questions Due to GTA July 27, 2021, 12:00 PM EST

Q&A Posted to Georgia Procurement Registry On or before August 3, 2021

RFP Response Due to GTA August 23, 2021, 12:00 PM EST

Award Date Posted to the Georgia Procurement Registry Approximately October 1, 2021

1.8 Expected Contract Term

GTA expects the initial term of the contract to be from the effective date through June 30, 2024. GTA expects the contract to have four 4 years with 1 year renewal options for the services, which options shall be exercisable at the sole discretion of GTA. Unless this RFP explicitly states otherwise, the resulting award of the contract does not guarantee volume or a commitment of funds. The final terms and conditions of any contract awarded as a result of this RFP will be agreed upon during negotiation.

1.9 Definition of Terms

Bidder should review the terms provided in the Attachment 1-A (Definitions) of this RFP.

2.0 General Information and Instructions to Bidders

2.1 General Information

2.1.1 State’s Right to Request Additional Information – Bidder’s Responsibility

Prior to award, GTA must be assured that the selected Bidder has the resources to successfully perform under the contract. This includes, but is not limited to, adequate number of personnel with required skills, availability of appropriate equipment in sufficient quantity to meet the ongoing needs of GTA, financial resources sufficient to complete performance under the contract, and relevant experience in similar endeavors. If such information is required, the Bidder will be so notified and will submit the information requested within the time requested by GTA.

2.1.2 Failing to Comply with Submission Instructions

Proposals received after the identified due date and time listed in (Schedule of Events) or submitted by any other means than those expressly permitted by the RFP will not be considered. Bidders’ responses must be complete in all respects, as required in each section of this RFP.

2.1.3 Rejection of Proposals; State’s Right to Waive Immaterial Deviation

GTA reserves the right to reject any or all responses, to waive any irregularity or informality in a Bidder’s Proposal, and to accept or reject any item or combination of items, when to do so would be to the advantage of the State of Georgia. It is also within the right of GTA to reject responses that do not contain all elements and information requested in this RFP.

2.1.4 State’s Right to Amend or Cancel the RFP

GTA reserves the right to amend this RFP prior to the Proposal due date and time. Amendments to the RFP will be made in writing and communicated to Bidders. EACH BIDDER IS INDIVIDUALLY RESPONSIBLE

FOR REVIEWING AMENDMENTS AND ANY OTHER POSTED DOCUMENTS AND MAKING ANY

NECESSARY OR APPROPRIATE CHANGES OR ADDITIONS TO THE BIDDER’S RESPONSE. Finally, GTA reserves the right to cancel this RFP at any time.

2.1.5 Protest Procedures

Bidders should familiarize themselves with the procedures set forth in the GTA Procurement Manual and is available on GTA’s web site, as follows: http://gta.georgia.gov/procurement.

2.1.6 Costs for Preparing Proposals

Each Bidder’s Proposal should be prepared simply and economically, avoiding the use of elaborate promotional materials beyond those sufficient to provide a complete Proposal. The cost for developing the Proposal and participating in the procurement process (including the protest process) is the sole responsibility of the Bidder. GTA will not provide reimbursement for any costs for preparing proposals.

2.1.7 ADA Guidelines

The Georgia Technology Authority adheres to the guidelines set forth in the Americans with Disabilities Act (ADA). Bidders should contact the Issuing Officer at least one day in advance if they require special arrangements when attending the Oral Presentations or Bidders’ Conference (if any). The Georgia Relay Center at 1-800-255-0056 (TDD Only) or 1-800-255-0135 (Voice) will relay messages, in strict confidence, for the speech and hearing impaired.

2.1.8 Public Access to Procurement Records

RFP proposals will be made available for public inspection, upon request, after GTA’s posting of the Notice of Intent to Award (or the Notice of Award in the event GTA does not issue the Notice of Intent to Award). Audited financial statements not otherwise publicly available but required to be submitted as part of the Bidder’s proposal shall not be subject to public disclosure unless otherwise required by law. Even though information (financial or other information) submitted by a Bidder may be marked as "confidential", "proprietary", etc., the State will make its own determination regarding what information may or may not be withheld from disclosure as set forth in Georgia’s Open Records Act, O.C.G.A. §50-18-70 et seq. (“Open Records Act”).

Pursuant to Georgia Law, if the information is requested under the Open Records Act, GTA will make a final determination if any exemption actually exists for GTA to deny the request and prevent disclosure. GTA will withhold such information from public disclosure under the Open Records Act only if GTA determines, in its sole discretion, that there is a legal basis to do so.

http://gta.georgia.gov/procurement

2.1.9 Registered Lobbyists

By submitting a response to this RFP, the Bidder hereby certifies that the Bidder and its lobbyists are in compliance with the Lobbyist Registration Requirements in accordance with the Georgia Government Transparency and Campaign Finance Commission.

2.1.10 Joint Ventures Must Agree to JOINT and SEVERAL LIABILITY

Sole proposing Bidder’s or joint ventures interested in being selected as the Prime Contractor may respond to this RFP. In the case of joint ventures, the individual companies that are forming a joint venture must agree to “joint and several liability” for their joint venture regardless of the legal structure of the newly created venture. GTA’s determination of the need for “joint and several liability” shall be conclusive. The Prime Contractor will be able to subcontract for portions of the scope of work and those sub-contractors will not have to agree to joint & several liability.

2.1.11 Small and/or Minority Business

It is the policy of the State of Georgia that small and/or minority business enterprises shall have a fair and equal opportunity to participate in the State purchasing process. Therefore, the State of Georgia encourages all small and minority business enterprises to compete for, win, and receive contracts for goods, services, and construction. Also, the State encourages all companies to subcontract portions of any state contract to small and minority business enterprises. Bidders interested in taking advantage of the Georgia income tax incentives provided for by the O.C.G.A.§48-7-38, relative to the use of minority subcontractors in the performance of contracts awarded by the State of Georgia, should contact the Department of Administrative Services Vendor Relations Administrator.

2.1.12 Proposal Withdrawal and/or Revision Following Submission

A submitted proposal may be withdrawn and changes to a submitted proposal can be made prior to the RFP due date and time. In the event a Bidder notes an error or omission in its response which was overlooked during the Bidder’s review prior to submitting the response, the Bidder may contact the Issuing Officer to request the response be withdrawn. Please take note of the following limitations and risks regarding regaining access to the response:

• In order to reinstate the Bidder’s ability to resubmit a response, the Bidder’s original response must first be withdrawn.

Once the Bidder’s response is withdrawn, GTA has no response from the Bidder. Unless and until the Bidder resubmits the revised response, GTA will have no offer from the Bidder to evaluate for possible contract award.

• Any resubmission must be received by GTA no later than the RFP due date and time.

2.1.13 Contract Terms and Conditions

The general terms and conditions of the contract that GTA expects to award as a result of this RFP are contained in the document entitled Master Services Agreement and provided with this RFP.

2.1.14 Execution of the Contract

At the end of the evaluation process, including completion of any contract resolutions, GTA will contact the apparent successful Bidder to execute the final contract for award. The apparent successful Bidder must return two signed contracts acceptable to GTA to the Issuing Officer within one (1) week of notification.

Failure to do so may lead to rejection of the Bidder. GTA reserves the right to proceed to discussions with the next highest ranked Bidder.

GTA reserves the right to modify the contract to be consistent with the successful offer.

2.2 Instructions to Bidders

2.2.1 Bidder’s Acknowledgement

By submitting a response to the RFP, the Bidder is acknowledging that the Bidder:

• Has read the information and instructions

• Agrees to comply with the information and instructions contained herein

2.2.2 Restrictions on Communicating with Staff

From the issue date of this RFP until the final award is announced, Bidders are not allowed to communicate for any reason with any GTA staff except through the Issuing Officer named herein, or during the Bidders conference (if any), or other Bidders events as defined in this RFP or as provided by existing work agreement(s). Prohibited communication includes all contact or interaction, including but not limited to telephonic communications, e-mails, faxes, letters, or personal meetings, such as lunch, entertainment, or otherwise. GTA reserves the right to reject the Proposal of any Bidder violating this provision.

2.2.3 Company Structure

The Bidder will provide the legal form of its business organization, the state in which incorporated (if a corporation) or otherwise formed, the types of business ventures in which the organization is involved and the office location that will be the point of contact during the term of any resulting contract.

2.2.4 Bidder’s Third-Party Subcontractors (if any)

Bidder(s), who receives a contract award pursuant to the RFP, may subcontract to third party companies’ portions of the work to be performed pursuant to the RFP. As such, Bidder(s) must disclose and identify all third-party subcontract relationships that are made a part in its proposal to this RFP by company or organization name and address.

2.2.5 Bidder Responsibility Certification

A Responsible Bidder is one that GTA believes to be responsible based on responses provided on the Bidder’s “Statement of Responsibility Certification Form” and/or based on Bidder’s responses to the requirements of the solicitation document. GTA reserves the right to conduct additional due diligence into any Bidder’s responsibility status. Such due diligence may include investigations into any of the items set forth in this RFP. Each Bidder must complete and submit the prescribed RFP Administrative document “Statement of Responsibility Certification” form as required in the proposal submission instructions.

2.2.6 Certificate of Non-Collusion

As a requirement to this RFP, Bidders must read and complete the Certificate of Non-Collusion, provided as an Administrative document to this RFP, as a part of the Bidder’s proposal submission for this RFP.

2.2.7 Immigration and Security Affidavit(s)

Georgia Code O.C.G.A. §13-10-91(b)(1) states, in part, “A public employer shall not enter into a contract … for the physical performance of services unless the contractor registers and participates in the federal work authorization program. Before a bid for any such service is considered by a public employer, the bid shall include a signed, notarized affidavit from the contractor.” To obtain the full text of the Code and more information, please visit the DOAA website at http://www.audits.ga.gov/NALGAD/iiraea_about.html.

http://www.audits.ga.gov/NALGAD/iiraea_about.html

Bidders should complete the appropriate Immigration Security Form(s) applicable to your company’s proposal submission for this RFP which is provided as an E to this RFP.

2.2.8 Tax Compliance

In accordance with Official Code of Georgia Annotated §50-5-82, the GTA is prohibited from awarding a contract to a non-governmental vendor if that vendor or an affiliate of the vendor is a “dealer” failing or refusing to collect sales or use taxes on its sales delivered to Georgia. Please complete the Tax Compliance Form, which is included as an Administrative document to this RFP.

In the event the Bidder is identified as an apparent successful vendor, the information provided in the Sales and Use Tax Form will be submitted by GTA to the Georgia Department of Revenue (“DOR”) for a determination as to whether the Bidder is a “prohibited source.” GTA reserves the right to submit the Bidder’s completed form to DOR for review even if the Bidder has not been selected for award.

Any Bidder identified as a prohibited source will be ineligible for award. Accordingly, the Bidder is strongly encouraged to check its tax status now and resolve any outstanding tax liabilities prior to submitting this response. Department of Revenue has identified the following source to allow Bidders to check current tax status: https://dor.georgia.gov/

2.2.9 Submitting Written Questions

All questions concerning this RFP must be submitted in writing via email to the Issuing Officer identified in the “Issuing Officer” section of this RFP. No questions other than written will be accepted. No response to questions other than written will be binding upon the State. All questions must be submitted by the deadline identified in the RFP Schedule of Events for submitting questions. Bidders are cautioned that GTA may or may not elect to entertain late questions or questions submitted by any other method than as directed by this section. All questions about this RFP must be submitted using the Question-and-Answer format as follows:

Company Name

1. Citation of relevant section of the RFP Question 1

2. Citation of relevant section of the RFP Question 2

By submission of an inquiry, Bidder acknowledge that the applicable inquiry will be posted with each official answer and therefore Bidder will not include any information in such inquiries that is proprietary to Bidder or that it otherwise expects to keep confidential. GTA will not identify the Bidder that submitted any particular inquiry.

Questions will be answered as GTA’s responses are completed. Official answers will be posted as an addendum to this RFP. GTA reserves the right to amend answers prior to the RFP response submission deadline.

2.2.10 Attending Bidders’ Conference

The Bidders’ Conference or any other information session (as indicated in the schedule of events) will be held at the GTA offices, via web conference, or other location as will be announced in advance. Attendance is mandatory, and therefore a representative of the Bidder must attend the conference in its entirety to be considered eligible for consideration. The Bidder is strongly encouraged to allow ample travel time to ensure arrival in the conference meeting room prior to the beginning of any mandatory conference. GTA reserves the right to consider any representative arriving late to be “not in attendance.” Therefore, all Bidders are https://dor.georgia.gov/ strongly encouraged to arrive early to allow for unexpected travel contingencies.

2.2.11 Confidential/Proprietary Information

Bidders shall state with specificity those elements of its Proposal that it considers confidential and/or proprietary. The Bidder submitting records containing trade secrets that wishes to keep such records confidential shall submit and attach to the records an affidavit affirmatively declaring that specific information in the records constitute trade secrets pursuant to Article 27 of Chapter 1 of Title 10.

Notwithstanding the foregoing, Bidders are hereby given notice that any and all materials submitted in response to this RFP are subject to the provisions of Georgia’s Open Records Act upon completion of the RFP process. GTA’s receipt, review, evaluation or any other act or omission concerning any such information shall not be considered to create an acceptance of any obligation or duty for GTA to prevent the disclosure of any such information except as required by the Open Records Act. Bidders that decide to submit information they believe should be exempt from disclosure under the Open Records Act shall: (i) clearly mark each page containing such information as confidential, proprietary, or exempt, (ii) shall include such information in a different color from the rest of the proposal text and (iii) shall state the legal basis for the exemption with supporting citations to the Georgia Code.

Pursuant to Georgia Law, if the information is requested under the Open Records Act, GTA shall make a final determination if any exemption actually exists for GTA to deny the request and prevent disclosure.

GTA will withhold such information from public disclosure under the Open Records Act only if GTA determines, in its sole discretion, that there is a legal basis to do so. All material submitted regarding the RFP becomes the property of GTA. Any activity pursuant to this RFP by any Bidder is governed by all applicable laws including, without limitation, State and Federal antitrust laws.

2.3 Proposal Submission Instructions

Listed below are key action items related to this RFP. The Schedule of Events in Section 1.7 identifies the dates and time for these key action items. This portion of the RFP provides instructions regarding the process for reviewing the RFP, preparing a Proposal to the RFP, and submitting a Proposal to the RFP.

2.3.1 Preparing Response Documents

The RFP Table of Documents in section 1.4 of the RFP lists each document provided with the RFP or anticipated to be included in the final contract (and therefore to be released or developed in later procurement stages). Additionally, the table indicates one of four response formats for each document, as follows:

(1) Contracting with State Entities: The following provisions are applicable to State offices, agencies, departments boards, bureaus, commissions, institutions, agencies, boards, commissions, and other entities of the state procuring goods and/or services pursuant to O.C.G.A. § 50-5-50 et seq. (“State Entities”).

Please be advised that State Entities are unable to agree to certain revisions to the standard state contract. Revisions that would provide an unfair competitive advantage, including but not limited to those that materially change the terms or the requirements of the solicitation, will be rejected by the State. Please note that this guidance is not all-inclusive, and State Entities reserve the right to negotiate all terms and conditions. If a supplier and a State Entity are unable to come to mutually agreeable terms, the supplier will not be awarded a contract.

(2) Respond via Template: these documents are templates to be populated and submitted by the

Bidder. Instructions are included within each template describing how the Bidder should complete that template. No redlining or change tracking is required.

(3) Acknowledge: document is for informational purpose and no response is required.

Any edits or commentary that do not comply with the above will be deemed non-responsive and may be rejected.

2.3.2 Packaging the Response

The Bidder’s proposal, in response to this RFP, must be divided into three (3) appropriately labeled folders as follows:

(1) Administrative Proposal (See Section 2.3.3 for details)

(2) Technical Proposal (See Section 2.3.4 for details)

(3) Cost Proposal (See Section 2.3.5 for details)

2.3.3 Administrative Proposal Contents

The contents of the Bidder’s administrative proposal package must include the following required documents as also listed in the RFP Table of Documents for RFP List of Attachments.

2.3.3 Table of Documents for Administrative Proposal response

Document Name Description

Completed RFP Cover Page Company/Firm’s Contact Information

Company Overview (maximum of two pages)

The Bidder shall provide background information on its organization, including years of operation, type of organization (corporation, LLP, LLC, etc.), organizational structure, number of employees and web site references (if applicable).

Administrative A Proposal Certification

State of Georgia, Tax Compliance Form Contact Information Contractor Affidavit and Subcontractor Affidavit under O.C.G.A. § 13-10-91(b) (1), (b), (3), (b)(4).

Scrutinized Companies Boycott Israel O.C.G.A § 50-5-85 Certificate of Non-Collusion Sexual Harassment Policy Supplier Code of Ethics Client References Information Statement of Responsibility Certification Form

2.3.3 Table of Documents for Administrative Proposal response

Document Name Description

Administrative B IRS 1075 Data Security Client References Contracting with State Entities

2.3.4 Technical Proposal Contents

The contents of the Bidder’s technical proposal package must include the following required documents as also listed in the RFP Table of Documents and/or for RFP List of Attachments.

RFP Document Name Description

Executive Summary / Cover Letter (maximum of two pages)

The Bidder shall demonstrate its understanding of GTA and GTA’s procurement objectives.

Master Services Agreement General Terms and Conditions

Attachment 1-A Definitions

Attachment 1-B Statement of Work

Attachment 2-B Statement of Work Expanded Scope

Attachment 2-C Customer Purchase Agreement

Attachment 2-C-1 Solution Document

Attachment 3-A Service Level Matrix

Attachment 3-B Service Level Definitions

NOTICE: BIDDER MUST NOT INCLUDE ANY COST INFORMATION IN THE TECHNICAL PROPOSAL

SUBMISSION. FAILURE TO COMPLY WILL BE GROUNDS FOR DISQUALIFICATION OF THE BIDDER’S

PROPOSAL.

2.3.5 Cost Proposal

The contents of the cost proposal format and package must include the following required documents that are also listed in the RFP Table of Documents and/or for RFP List of Attachments.

2.3.5 Table of Documents for Cost Proposal response

RFP Document Name Description

Attachment 2-A Pricing and Financial Provisions

The Bidder shall submit its Cost Proposal on a competitive fixed-price basis. The Bidder is to provide all work effort needed to meet the detailed functional requirements as part of their proposal. All prices shall be firm for the duration of the awarded contract. Estimates, including expenses, are not acceptable.

2.3.6 Electronic Copies Required

Bidder must provide the following number of copies:

(1) Administrative Proposal:

(2) Technical Proposal:

(3) Cost Proposal:

File Naming Convention for Submission: For each of these files, the Bidder/Service Provider should save the file as the original filename prefixed with a Service Provider name identifier (e.g., “ABC Service Provider Response"), where “ABC” is an acronym identifying the Service Provider. All files submitted by the Service Provider must use the same identifier (e.g., only use ABC not variations such as AB, AB&C, Abc, ABnC, etc.).

Technical Proposal and Cost Proposal must be labeled and packaged separately.

2.3.7 Electronic Copies

(1) Use caution in creating electronic files to be included with response. If GTA is unable to open an electronic file due to a virus or because the file has become corrupted, the Bidder’s response may be considered incomplete and disqualified from further consideration.

(2) Use commonly accepted software programs to create electronic files. GTA has the capability of viewing documents submitted in the following format: Microsoft Word, Microsoft Excel, and portable document format file (PDF). Unless the RFP specifically requests the use of another type of software or file format than those listed above, please contact the Issuing Officer prior to utilizing another type of software and/or file format. In the event GTA is unable to open an electronic file because GTA does not have ready access to the software utilized by the Bidder, the Bidder’s response may be considered incomplete and disqualified from further consideration.

2.3.8 Submitting the Response

Name of Company Point of Contact for Company and Phone Number

RFP# 98000-HCC-00000005215

The Bidder’s complete response must be received on or before the due date and time at the following location:

Towanda Cuthbert, Issuing Officer Procurement@gta.ga.gov

Proposals received after the due date and time will not be evaluated.

3.0 Proposal Evaluation and Award

All proposals will be evaluated in accordance with the following steps. The objective of the evaluation process is to identify the proposal which represents the best value to GTA based on a combination of technical, interview and cost factors. Based on the results of the initial evaluation, GTA may or may not elect to negotiate technical and cost factors as further described in the RFP. Once the evaluation process has been completed (and any negotiations GTA desires to conduct have occurred), the apparent successful Bidder will be required to execute the contract. GTA will announce the results of the RFP as described further in the section titled “Public Award Announcement”.

mailto:Procurement@gta.ga.gov

3.1 Administrative/Preliminary Review

First, the proposals will be reviewed by the Issuing Officer to determine the proposal’s compliance with the following requirements:

(1) Proposal was received by deadline, submitted in accordance with the applicable instructions above

(2) Proposal is complete and contains all required documents

(3) Technical Proposal does not include any pricing from the Cost Proposal

If the Bidder’s proposal passes the Administrative/Preliminary Review, the Bidder’s response will be submitted to the Evaluation Team for evaluation.

3.2 Evaluation Scoring Criteria

GTA will establish evaluation committees to evaluate and score each Bidder’s submission based on the following:

Criteria Weight

Technical Service Capability 30%

Transition Approach 30%

Pricing & Financial Terms 40%

GTA reserves the right to adjust criteria and weight in evaluations for future submissions (e.g., a BAFO response), for which GTA will inform Bidders of the updated criteria and weight in the instructions for such future submissions.

3.3 Demonstration Sessions

After initial evaluations, GTA may conduct demonstration sessions with the Bidders that have submitted responses for initial evaluation. Based on these sessions, the evaluation committees amend the initial evaluations before making a recommendation to GTA for down-select.

3.4 Best and Final Offer (BAFO)

GTA shall reserve the right to request supplier(s) to submit revised pricing through the Best and Final Offer process. a) BAFO will be used; b) Bidders/Suppliers are not obliged to submit a BAFO; and c) There will be no Negotiation following a BAFO. BAFO can only be used once in a procurement process and cannot be used in conjunction with Negotiations, each are mutually exclusive.

3.5 Overview of Negotiations

After the Evaluation Team has scored the suppliers’ proposals, GTA may elect to enter into one or more rounds of negotiations with all responsive and responsible suppliers or only those suppliers identified by the Evaluation Team as being in the competitive range. The competitive range will not be selected arbitrarily, and those suppliers included in the competitive range must have highly scored proposals.

After each round of negotiations (if any), the supplier will submit revisions to its proposal factors and/or cost proposal, which revisions will be scored by the Evaluation Team in accordance with the same criteria used to evaluate the initial responses from the suppliers. Suppliers may be removed from further participation in the negotiation process in the event the Evaluation Team determines the supplier cannot be considered responsive and responsible or based on the competitive range as defined in Section 6.6.3 “Competitive Range.”

GTA reserves the right to proceed to award without further discussions after receipt of the initial proposals, in which case, negotiations and Proposal Revisions will not be required.

3.6 Negotiation Instructions

Listed below are the key action items related to negotiations. The State’s Negotiation Committee may consist of the State’s Evaluation Committee or may be comprised of different people. However, evaluation of proposals or revised proposals shall be completed only by the State’s Evaluation Committee.

1. Negotiation Invitation: Those suppliers identified by the Evaluation Committee to negotiate will be notified and invited to attend negotiations. Suppliers will be notified in writing: (i) the general purpose and scope of the negotiations; (ii) the anticipated schedule for the negotiations; and (iii) the procedures to be followed for negotiations.

2. Confirmation of Attendance: Suppliers who have been invited to participate in negotiations must confirm attendance.

3. Negotiations Round(s): One or more rounds of negotiations may be conducted with those suppliers identified by GTA’s Evaluation Tea

3.7 Competitive Range

If GTA elects to negotiate pursuant to Section 6.6, GTA may either (1) elect to negotiate with all responsive and responsible suppliers, (2) limit negotiations to those suppliers identified within the competitive range, or (3) limit negotiations to the number of suppliers with whom GTA may reasonably negotiate as defined below. In the event GTA elects to limit negotiations to those suppliers identified within the competitive range, GTA will identify the competitive range by (1) ranking suppliers’ proposals from highest to lowest based on each supplier’s Total Combined Score and (2) then looking for breaks in the scores such that natural groupings of similar scores may be identified. In the event GTA determines the number of responsive and responsible suppliers is so great that GTA cannot reasonably conduct negotiations (which determination shall be solely at GTA’s discretion and shall be conclusive), GTA may elect to limit negotiations to the top three (3) ranked suppliers as determined by the Total Combined Score.

3.8 Negotiation Round Completion

As part of each round of negotiation, GTA may or may not engage in verbal discussions with the suppliers. However, whether or not GTA engages in verbal discussions, any revisions the supplier elects to make to its response must be submitted in writing via email by the end date and time identified by the Issuing Officer. All revisions received by the due date and time will be evaluated and re-scored by the Evaluation Team in accordance with the same criteria used to evaluate the initial responses from the suppliers. Revisions which are not received prior to the due date and time cannot be considered; however, any supplier failing to submit timely revisions will not be disqualified from consideration for award based on its final proposal as accepted by GTA.

4.1 Public Award Announcement

The preliminary results of the evaluation will be announced through the public posting of a Notice of Intent to Award and/or to the Georgia Procurement Registry. The Notice of Intent to Award (“NOIA”) is not a notice of an actual contract award; instead, the NOIA is notice of GTA’s expected contract award(s) pending resolution of the protest process. The NOIA (if any) will identify the apparent successful Bidder, unsuccessful Bidder(s), and the reasons why any unsuccessful Bidders were not selected for contract award.

The Notice of Award (“NOA”) is GTA’s public notice of actual contract award and will be publicly posted to the GTA web site.

4.1 Public Award Announcement