Q and A Document 3-28-2019.docx
DOCX document 15 KB Posted
- Attached to
- PEAS Call Center RFP
- Solicitation number
- RFP 761 190000001368 2
- Issued by
- Michigan
About this file
This is a Questions and Answers document for a Request for Proposal (RFP) issued by the Michigan Department of Environmental Quality (DEQ) for a Telephone Answering Service Pollution Emergency Alerting System (PEAS) contract. The RFP seeks a vendor to provide telephone answering services for pollution emergency reports, with responsibilities including receiving inbound calls, resolving reports within an average of 15 minutes per call, and logging call data into the state's online database system (GoFORMZ). The service operates year-round with higher call volumes anticipated during summer months. Historical call data from 2018 shows an average of 54 calls monthly with a peak of 113 calls, and average call length of 8 minutes with peaks reaching 16 minutes. Required meetings include conference calls or WebEx meetings as needed and an annual face-to-face meeting in Lansing, Michigan. The winning contractor must maintain 24-hour internet connectivity to access the GoFORMZ database and will receive login credentials to submit reports to the secure online platform provided by the state.
The current vendor, AMBS Call Center, receives an average monthly payment of $454, which may vary based on call volume. The DEQ is not disclosing its budget at this time. No location requirements, minority business set-asides, or vendor location preferences exist for this contract. The state does not require multilingual staff or specify language accommodation capabilities. The DEQ previously had a contract for this service that expired several years ago and has operated without a formal contract since that time. The new contract is being pursued to stabilize pricing and ensure program requirements are met consistently.
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| File | Type | Posted |
|---|---|---|
| RFP - PEAS Answering Service.docx | DOCX document |
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Text version
Telephone Answering Service Pollution Emergency Alerting System (PEAS) Request for Proposal # 190000001368
Questions & Answers
Question 1: Why is this out for bid at this time?
Answer: The Department of Environmental Quality (DEQ) does not currently have a contract in place for this service. The State prefers to have contracts in place for reoccurring services in order to stabilize pricing and to ensure that all requirements of the program are being met.
Question 2: Do you currently use another vendor to provide these services?
Answer: Yes, AMBS Call Center provides this service to the DEQ.
Question 3: What rate do you pay to the current vendor?
Answer: The DEQ pays an average of $454 per month depending on the number of calls received.
Question 4: What improvements are you looking for in a new vendor?
Answer: We are looking to put a new contract in place.
Question 5: What is the current average monthly call/minute volume for the calls for this RFP?
Answer: Average calls in 2018 was 54 calls with a peak of 113. Average call length of 8 minutes with a peak of 16 minutes.
Question 6: What is the average amount of time it takes to resolve/key one inbound call report?
Answer: Average of 15 minutes.
Question 7: What is the average inbound call length?
Answer: It averages to be about 8 minutes per call.
Question 8: Are there any requirements regarding where the vendor is located and provides the services from?
Answer: No, there are no specific requirements on where the vendor is located.
Question 9: Will local companies or those who are minority owned receive preference, or are there any location requirements?
Answer: No preference will be given to minority owned vendors. There are no location requirements.
Question 10: What is the expectation on handling calls from callers who do not speak English?
Answer: We do not specify in the document to have multilingual staff.
Question 11: What meetings are required, with what frequency, and is attendance via conference call/WebEx acceptable?
Answer: Conference/ WebEx calls as needed with an annual face to face meeting in Lansing, Michigan.
Question 12: If we file the report online at the PEAS website, is any connectivity required, or is this portion of the website accessible by us or anyone?
Answer: The winning contractor will be given a login into the database and web form to utilize for logging calls. The winning contractor must have 24-hour internet access.
Question 13: If connectivity is required, please elaborate on those requirements.
Answer: The DEQ has subcontracted out a third-party online form/datebase GoFORMZ. The winning contractor will be given login access to the form/database to have access to the form.
Question 14: The Statement of Work (SOW) states that the PEAS report shall be immediately posted on a secure internet location. Can you provide any additional information on the type of site required and if this will be provided by the State?
Answer: The DEQ has subcontracted out a third-party online form/datebase GoFORMZ. The winning contractor will be given login access to the form/database to have access to the form.
Question 15: Do you have any past call data or current projections regarding the anticipated number of calls the Contractor will receive on a daily, weekly or monthly basis?
Answer: Calls are normally higher in the summer therefore the use of the backup call center is used more frequently during that time.
Question 16: Do you have an estimate as to the maximum/peak number of calls that will be routed to the Contractor at once?
Answer: We do not have a set figure on this but could be several.
Question 17: Has this been awarded before?
Answer: Yes, there was a contract in place that expired several years ago. The DEQ has not had a contract since that time.
Question 18: Do you have any historical data in regard to call volume that can be shared?
Answer: Please refer to answer to questions 5.
Question 19: What is the budget for this project?
Answer: The DEQ is not releasing its budget at this time.
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