PR8135_Interactive_Voice_Response_IVR_Pre-Response_Conference.pdf
PDF 189 KB Posted
- Attached to
- PR8135 Interactive Voice Response (IVR) Solution Replacement State and local contract opportunity
- Solicitation number
- PR8135
- Issued by
- Orange County, Orlando City, Florida
About this file
This document is a pre-conference meeting presentation for the Orlando Utilities Commission's (OUC) PR8135 Interactive Voice Response (IVR) Solution Replacement procurement. The solicitation seeks qualified bidders to replace the existing IVR system, with a pre-conference meeting held on January 27, 2025. Key procurement dates include a question submission deadline of February 4, 2025, an addendum release on February 11, 2025, and proposal responses due on March 18, 2025, by 2:00 PM EST. Proposals must be submitted electronically through VendorLink, which will automatically lock at the specified time. A scripted demonstration will be required from shortlisted vendors, and proposals will be evaluated and ranked according to specific criteria.
The procurement aims to enhance customer service by implementing a modern IVR solution with advanced features like conversational AI, personalized self-service, and biometric authentication. OUC's primary objectives include reducing operational costs through automation, optimizing agent utilization, and improving first-call resolution rates. Bidders must submit various compliance forms, including a Sworn Statement on Public Entity Crimes, Dispute Disclosure, Form W-9, Florida Business License, and an insurance certificate demonstrating minimum required insurance thresholds. A strict no-contact policy is in place, prohibiting communication with OUC employees other than the Buyer of Record until the commission meeting where the recommendation is approved or rejected.
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Other files for this state and local contract opportunity
| File | Type | Posted |
|---|---|---|
| PR8135_Addendum_No.2_Issued.pdf | ||
| PR8135_Addendum_No._1.pdf | ||
| PR8135_Attachment_D_OUC_Contact_Center_and_IVR_Network_Diagram.pdf | ||
| PR8135_Interactive_Voice_Response_IVR_Solution_Replacement_Issued.pdf | ||
| PR8135_Attachment_B_-_Price_Schedule_Issued.xlsx | XLSX spreadsheet | |
| PR8135_Attachment_A_-_Requirements_Issued.xlsx | XLSX spreadsheet |
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Text version
Buyer of Record: Marcel Martinez January 27, 2025
PR8135 Interactive Voice Response (IVR) Solution Replacement
Pre-Conference Meeting
Introductions
Buyer of Record:
Marcel Martinez
OUC Designated Representative:
Ronald Nelson / Stephen Snape
All other attendees:
Please using “PR8135 Conference” in the subject line, email Marcel Martinez @ MMartinez2@ouc.com your first and last name as well as the name of the company that you are representing.
mailto:MMartinez2@ouc.com
Pre-Response Conference Objectives
For discussion:
- RFP Milestone Dates
- Overview of the Proposal Process
- Compliance Forms
- Insurance Certificate
- Technical Overview
- Questions and Closing Statements
RFP Milestone Dates
• The question due date is Tuesday February 4, 2025
• All questions must be submitted in writing to MMartinez2@ouc.com . Please reference “PR8135 Questions” in the subject line of your e-mail.
• An Addendum will be released on Tuesday February 11, 2025.
• RFP Responses are due on Tuesday March 18, 2025, by 2:00 PM (EST). All responses are to be completely submitted electronically through VendorLink.
• The VendorLink site will lock automatically at 2:00 PM (EST) and proposals will not be able to be uploaded nor accepted.
****NO CONTACT PERIOD WITH ANY OUC EMPLOYEE OTHER THAN THE BUYER OF RECORDS, UNTIL THE
RECOMMENDATION IS APPROVED OR REJECTED AT COMMISSION MEETING****
Overview of the Proposal Process
• As required by Florida’s Public Records Law, information provided to OUC during the RFP process will be made available for public inspection and copying unless a specific statutory exemption applies.
• Once submitted, proposals are tabulated and reviewed by this RFP’s Selection Committee.
Proposals shall be ranked in accordance with the evaluation criteria. And a scripted demonstration will be required from the shortlisted vendors.
• Proposals which include excessive or erroneous exceptions, or are incomplete, could be considered irregular and/or disqualified from being made part of the evaluation and rankings.
• If any clarifications are needed, questions will be issued in writing for additional information.
• If the highest ranked proposal is fully acceptable to OUC, then that firm will be notified of OUC’s intent to award.
• If needed, and prior to the execution of a legally binding document, any negotiations with the awarded firm will begin at this time. Should negotiations fail to result in an acceptable offer from the highest ranked firm, OUC will then notify the second highest ranked firm, and continue this process until either an acceptable offer results, or all proposals have been rejected.
Compliance Forms RFP Document - Page 23:
• Sworn Statement on Public Entity Crimes: Please be sure to draw a line through either paragraph 7 or 8 of the document.
• Dispute Disclosure
• Form W-9
• Florida Business License or registered to do business in Florida (Sunbiz.org)
• Exceptions Page
• Addendum Acknowledgement
• Exceptions: Exceptions are to be specific in content and reference the specific Section, Article, Paragraph, Sentence, etc.
• Proposers are advised to avoid making excessive, broad, or erroneous exceptions in their proposal as it may result in their proposal being considered irregular and non-responsive; resulting in the proposal being rejected.
https://search.sunbiz.org/Inquiry/CorporationSearch/ByName
Insurance Certificate
• The responding firm is to also submit a copy of its insurance certificate to illustrate that it is capable to meet the minimum required insurance thresholds as outlined in the RFP (please see the insurance requirements that are listed under Attachment E-3 of the RFP – GC 11.0).
• The awarded firm must furnish an acceptable COI prior to the Agreement’s execution.
Technical Overview
A member of the respective business unit will briefly discuss the RFP’s Scope of Work, Requirements and
Qualifications.
Closing Statements and Questions
• Q&A
• Please remember to email all questions (including today’s) to MMartinez2@ouc.com by the deadline tomorrow.
• Thank you for your time and interest in this solicitation.
| Slide Number 1 |
| Introductions |
| Pre-Response Conference Objectives |
| RFP Milestone Dates |
| Overview of the Proposal Process |
| Compliance Forms |
| Insurance Certificate |
| Technical Overview |
| Closing Statements and Questions |
| Slide Number 10 |
File details come from the government source that posted it. Updated .