7 Questions Doc NFFO20002302161.docx

1. SAM say's offers are due Jun 15, SF18 says furnish quotation before Jun 9, which one is correct? 06/15/2023

2. To be clear, the call center is to be manned 365 days a year? Yes

3: Will the previous vendor allow the porting of the hotline numbers without any charges, fees or any other stipulations? Yes

4. What if the contingency if the number can't be ported at no fault of the vendor? Must be current numbers

Please reconfirm the due date for this procurement by providing it in response to answers to questions. 06/15/2023.

What is the date by which you will answer these questions? ASAP

When is the anticipated contract start date? 10/01/2023

Is there a deadline for questions? 06/12/2023

When is the anticipated award date? Before 09/01/2023

Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? Letterhead or SF-18 provided

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

Has the current contract gone full term? Yes

Have all options to extend the current contract been exercised? Yes

Who is the incumbent, and how long has the incumbent been providing the requested services? DEBORGEM ENTERPRISES INCORPORATED, Base year and 4 options

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? $34,497.00 total contract base plus 4 option years.

Is previous experience with any specific customer information systems, phone systems, or software required? That would be ideal since the call volume can be quite high during certain times of year.

What is the minimum required total call capacity? 4 lines would be ideal since multiple stranding calls could be coming in at the same time as well as an entanglement report.

What is the minimum simultaneous inbound call capacity? 2 at a minimum, one for stranding and one for entanglement

What is the maximum wait time? 3 minutes or less would be ideal

What is the maximum hold time? 3 minutes or less would be ideal

What percentage of inbound calls must be answered by a live operator? 100%

What percentage of calls must be resolved without a transfer, second call, or a return call? 100% would be ideal

What is the maximum percentage of calls that can be terminated by the caller without resolution? 0% all callers should spoken with in real time

Is there a minimum or maximum number of operators and supervisors? Vendor to determine

What are the required language options? English and Spanish

What is the required degree of dedication for the call center? (Are call centers allowed to work on other contracts at the same time as this one)? Vendor to determine, yes, they can have other contracts

What is the required degree of dedication for the operators? (Are operators allowed to work on other contracts at the same time as this one)? Vendor to determine, yes, they can have other contracts

Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? A live operator is the ideal initial contract

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? Recordings are not necessary if the initial contact is with a live operator

What are the recording and storage requirements for non-phone communications? All communications are by phone, some groups may request email and those should be kept for the duration of the contract.

What was your average monthly call volume over the past year? In previous years the monthly average number of minutes for strandings was 1,200 and for entanglements 60 minutes.

$34,497 was provided as the total over the last five years. Does this include any additional minutes or is this only the base rate? This is the base plus 4 option years. It includes everything.

What is the maximum wait time? 3 minutes or less would be ideal What is the maximum hold time? 3 minutes or less would be ideal Are calls allowed to be answered by an announcement while waiting for a live operator?

What are the required language options? English and Spanish What is the current average wait time for phone calls? 3 minutes or less would be ideal What is the current average handling time for phone calls? 3 minutes or less would be ideal What is the current average after-call work time for operators? Unknown Are we allowed to dispatch messages via text message? For example, this gives the on-call personnel a chance to respond via SMS without us having to call them. If they don't respond to the text message, then we can call them. No Is it possible to receive an extension for submitting the RFP? We have been waiting a week for the issuance of a CAGE number, and while we hope we have it in the next day or two, we can't be certain. Not at this time.

Is there any requirement to provide dedicated staff to this program? No

Are setup costs to be included in the base year pricing? Yes

Do you anticipate any significant increases or decreases in the projected call minutes in the upcoming years? No

Can our support team work virtually or is a contact center facility required? Place of performance will be off-site at the Contractor’s location

Is there any initial training provided and how long does the training take? None

Are annual price escalations allowed for subsequent years based? Yes, what you see fit to quote