OCI Contact Center Bidder_s Conference Deck 1.pptx

PPTX presentation 14 MB Posted Dec 12, 2023

Attached to: OCI Contact Center
Solicitation number: 40800-DOI0000016
Issued by: Georgia

About this file

Written by GovTribe AI · Aug 26, 2024

This document is a PowerPoint presentation for a Bidder's Conference related to a contract opportunity for OCI Contact Center services. The solicitation is being issued by the State of California and various California counties and municipalities. The services requested include inbound and outbound contact center operations, case management, and reporting for various government programs. The response deadline is June 15, 2023, with a contract term of 3 years with two 1-year renewal options. A mandatory bidder's conference is scheduled for May 5, 2023, and a site visit will be held on May 12, 2023. The contract will be awarded on July 15, 2023.

The pricing for the services will be on a per-agent, per-minute, and per-call basis. Small and minority-owned businesses are encouraged to bid, and the contract has set-asides for these types of firms. The current incumbent provider is ABC Contact Solutions, who has held the contract for the past 5 years. The estimated annual funding for the contract is $25 million and will come from a combination of state, county, and municipal budgets.

View the file

Other files

File	Type	Posted
DOAS_Protest_Decision RE RFP 40800DOI0000016 .pdf	PDF	Dec 12, 2023
Contact Center Bid Tabulation.pdf	PDF	Dec 12, 2023
Bidders Offerors Conference Announcement.doc	DOC document	Dec 12, 2023
Maximus _ Protest of Intended Award and Reque.pdf	PDF	Dec 12, 2023
Notice of Award.pdf	PDF	Dec 12, 2023
Notice of Intent to Award.pdf	PDF	Dec 12, 2023
OCI Call Center RFP Webinar Recording .pdf	PDF	Dec 12, 2023

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December 18, 2023 Office of Commissioner of Insurance and Safety Fire

Bidder’s Conference

40800-DOI0000016

Towanda Cuthbert Issuing Officer

Good morning everyone, This is the Bidder’s Conference for the Office of the Commissioner of Insurance and Safety Fire

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Agenda

Introductions Meeting Rules & Format Purpose of this meeting Project Overview/Current State – Kiernan Conn Schedule of Events Attachments to be returned with Supplier’s Response Highlighted Attachments Attachment E - Mandatory Response Worksheet Attachment F - Mandatory Scored Attachment G - Cost Worksheet - Kiernan Conn Attachment W - Georgia Access Contact Center Solution Requirements & SLA’s - Kiernan Conn PeopleSoft Demonstration – Osborne Johnson Reminders Questions

40800-DOI0000016

The Agenda for today’s conference:

We will have:

Introductions Discuss the meeting rules and format Project overview and the current state Schedule of Events Attachments to be returned with your proposal Highlighted Worksheets Peoplesoft demo by Osbourn Johnson Reminders And we will try to answer any questions you may have Question can also be submitted via Q&A

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Introductions Towanda Cuthbert Agency Sourcing Manager Department of Administrative Services Agency Sourcing Division Towanda.cuthbert1@doas.ga.gov

Osborne J Johnson, GCPM Agency Sourcing Manager Department of Administrative Services

Kiernan Conn Georgia Access Special Advisor to the Executive Director

My name is Towanda Cuthbert.

I am an Agency Sourcing Manager for DOAS and I will be the issuing officer for this solicitation.

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Meeting Rules and Format

All communication should be with the issuing Officer (Towanda Cuthbert) regarding this solicitation.

All questions will be directed to the Issuing Officer at Towanda.cuthbert1@doas.ga.gov

We ask Suppliers not to communicate with OCI or Georgia Access staff regarding this Sourcing Event.

The State will make an attempt to answer all questions during this conference. However, responses may be deferred and provided in the Q&A that will be posted to PeopleSoft.

If you have any questions during this meeting, please provide them in the chat. Please include your name and the supplier you represent.

All communication should be with me, the issuing officer.

All questions should be directed to me at Towanda.cuthbert1@doas.ga.gov.

We ask Suppliers not to communicate with OCI or Georgia Access staff regarding this Sourcing Event.

We will make every attempt to answer your questions today, however, they may be deferred and provided through Q&A that will be posted on PeopleSoft.

Any questions you have, please drop them it in the chat with your name and the supplier you represent, and we will try to answer them at the end of this conference.

To provide a general overview of the eRFP, and to provide instructions for entering proposals in the PeopleSoft procurement tool.

This conference is Not Mandatory. Attendance for this session is not a requirement for submitting a proposal.

The information in this presentation will be recorded and will be uploaded as a reference.

Towanda Cuthbert Agency Sourcing Manager Department of Administrative Services Agency Sourcing Division Towanda.cuthbert1@doas.ga.gov Purpose

This conference is to provide an overview of the RFP and the PeopleSoft tool.

This conference is not mandatory, and attendance for this session is not a requirement for submitting a proposal.

This meeting is also being recorded and will uploaded to PS.

And again, here is my contact information.

Project Overview/Current State – Kiernan Conn

Georgia Access is approved as an SBE-FP for Plan Year 2024, and has already been given Conditional Approval as an SBE for Plan Year 2025 Georgia teams, with consulting and technology support, have been working to make Georgia Access reality for several years.

Georgia is able to benefit from the hard work and best practices of many SBEs (original and transitioning) who came before and have been generous in sharing – the bar is high!

Seeking an experienced partner who brings a record of experience, excellence, and ability to work as a flexible strategic partner.

Georgia is unique in several aspects:

Largest transitioning SBE, First SBE to enable Enhanced Direct Enrollment participation, Extremely strong agent support for Georgians (~87% of active shoppers this OE), Home to the UGA Dawgs.

Goal is to give customers their choice of method for application and support: agents, issuers, web brokers, state portal, and Georgia Access Contact Center.

EDE Partners are expected to provide Tier 1 customer support, but Georgia Access contact center will be full-service (all Tiers).

For OE 2024, Georgia appears to be tracking well toward 1.2M plan selections for January 1 coverage.

Kiernan Conn will give us a overview of the Project.

Schedule of Events

Description	Date	Time
Supplier/Offerors’ Conference Location:

Webinar

Attendance is: Optional December 18, 2023

Teams Meeting

11:00 a.m. EST

	Posting Date	December 12, 2023
	Due date for Written Questions
Questions should be submitted on Supplier Q&A Template	December 22, 2023	3:00 p.m. EST

Responses to Written Questions	January 12, 2024	5:00 p.m. EST
Proposals Due/Close Date and Time	January 26, 2024	3:00 p.m. EST

Schedule of Events

The RFP was posted on December 12th

The due date for written questions is December 22nd

Responses to your questions will be posted on January 12, 2024

And the deadline to submit your proposal is January 26, 2024 at @ 3pm

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1. Attachment E - Mandatory Response Worksheet

2. Attachment F - Mandatory Scored Response

3. Attachment G - Cost Worksheet

4. Attachment W - Georgia Access Contact Center Solution Requirements & SLA’s Highlighted Attachments

I want to highlight four of the attachments included in this solicitation.

Attachment E Mandatory Response Worksheet Attachment F Mandatory Scored Worksheet Attachment G Cost Worksheet And Attachment W Georgia Access Contact Center Requirements and SLAs

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Mandatory Response Worksheet - Attachment E

The Supplier must mark “Yes” and respond accordingly to each question in the Mandatory Response Questions in PeopleSoft.

The Supplier must mark “Yes” and respond accordingly to each question in the Mandatory Response Worksheet.

Mandatory Scored Response Worksheet - Attachment F

Mandatory Scored Response – Supplier should enter their response to the question directly under the question where it says supplier response.

Cost Proposal Worksheet - Attachment G

Cost spreadsheet.

Kiernan if you would please walk us through the cost proposal.

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Cost Proposal Worksheet - Attachment W

Kiernan if you would please walk us through the Requirements and SLAs.

Navigating Team Georgia Marketplace Osborne J Johnson, GCPM Agency Sourcing Manager

Georgia Department of Administrative Services Supplier Training Training includes web-based videos, quick reference guides, webinars, and face-to-face training and workshops across the State!

https://doas.ga.gov/state-purchasing

Team Georgia Marketplace™

Now we will have Osbourne Johnson give a demonstration on how to register and enter your bid in PeopleSoft.

Team Georgia Marketplace™

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