Q and A F BD 24 93821RFR.pdf

COMMONWEALTH OF MASSACHUSETTS

EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES

EXECUTIVE OFFICE OF ELDER AFFAIRS

ONE ASHBURTON PLACE

BOSTON, MA 02108

QUESTIONS AND ANSWERS

regarding the

Request for Response (RFR)

RFR Document Number: EOEA RFR 2024 001

COMMBUYS Bid Number: BD-24-1040-1040C-1040L-93821

Q & A Issue Date: October 20, 2023

This document contains responses to questions received from interested parties regarding the

Request for Responses (RFR) for Protective Services Program issued by the Executive Office of

Elder Affairs on October 5, 2023. Answers have been provided to questions which are of general interest and relevant to the preparation of a response to the RFR.

Q1: Please reconfirm the due date for this procurement.

A1: Responses are due by 3 pm EST on November 15, 2023.

Q2: 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?

A2: Bidders must provide a cost proposal, as outlined in the RFR. The Cost Proposal must include the budget and budget narrative. The budget narrative must provide a detailed explanation of proposed costs, budgeting methods, and assumptions used to prepare the budget.

Q3: Please provide a complete list of the means of inbound and outbound communication the call center must accommodate.

A3:

• Incoming calls from individuals making protective service reports.

• Two way communication between caller and call center staff.

• Outbound calls to local PS agencies

• Inbound calls from local PS agencies to handle problems associated with intakes, such as incomplete information or inability to process reports.

• Incoming and outgoing calls from other state agencies in regard to Intake transfers

• Incoming information calls from community members that need to be redirected.

Protective Services Program RFR – Responses to Vendor Questions 2

• Outbound calls to other protective service agencies for warm transfer of intake or escalation due to emergent situation (911).

Q4: Is previous experience with any specific customer information systems, phone systems, or software required?

A4: No

Q5: What is the minimum required total call capacity?

A5: 15,000/month

Q6: What is the minimum simultaneous inbound call capacity?

A6: Depends on day of week, time of day, type of call, overall call volume and call center capabilities.

Q7: What percentage of inbound calls must be answered by a live operator?

A7: 80%

Q8: What percentage of calls must be resolved without a transfer, second call, or a return call?

A8: Second and return calls are not permitted. Transfer calls depend on call type.

Q9: What is the maximum percentage of calls that can be terminated by the caller without resolution?

A9: Depends on call shift; under 5% is the maximum total.

Q10: Is there a minimum or maximum number of operators and supervisors?

A10: Depends on call volume. The 8am-6pm shifts typically have higher call volumes that would require more staff and supervisors.

Q11: 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?

A11: A welcome message indicating you have reached the central intake is allowed.

Q12: Over the past year, what is the percentage of calls received in English versus non-English?

A12: English 97% Spanish 3%

Q13: Over the past year, what percentage of calls received were in Spanish?

Protective Services Program RFR – Responses to Vendor Questions 3

A13: 3%

Q14: What time of day, days of the week, or times of the year do calls typically peak?

A14: Between 10-12pm and 3-5pm

Q15: The RFR states that services provided at a location within Massachusetts is preferred. Will the EOEA consider award to a vendor that is not located withing Massachusetts?

A15: EOEA will review and consider all bids submitted.

Q16: The contract execution date is listed as January 1, 2024, and the current contract expires on

December 31, 2023. How much time will be allocated for the implementation of services, if a new vendor is selected? What is the anticipated date by which the vendor’s staff will be expected to take calls?

A16: January 1st, 2024.

Q17: Regarding the web-intake forms, could you describe the workflow? Does the call center receive a notification when a new report is filed and screen the report/dispatch it?

A17: The Web Intake forms are not managed by the central intake unit; the form is automatically put into the system and sent to the local protective service agency.

Q18: Please provide the estimated call length for the non-intake report calls vs. the intake calls.

Please also provide average after-call work for non-intake report calls and calls that result in an intake report.

A18: Average intake call length is 30-40 minutes.

Q19: Page 12 mentions a computer script as “Attachment B.” There is no Attachment B in the

RFR document or separately uploaded in COMM-BUYS. Please provide the script.

A19: Attachment B is now available.

Q20: Please clarify contract duration.

A20: The contract will have an initial duration from January 1, 2024 through June 30, 2025, with three renewal options. The total maximum contract duration is five years.

Q21: What are the required timeframes for retention and subsequent destruction of call recordings?

A21: 90 days

Protective Services Program RFR – Responses to Vendor Questions 4

Q22: The RFP states "Bidders shall have the following qualifications:... “ Prior service to a

Commonwealth of Massachusetts public sector agency;" In other places this is a preferred qualification, but not a requirement. Can you provide guidance as to whether this is a requirement?

A22: It’s a preferred qualification.

Q23: Will a 100% remote or a hybrid call center solution be considered for this solicitation?

A23: The RFR does not address a 100% remote solution. EOEA will consider a bid that describes a hybrid solution.

Q24: Can the hotline be provided using remote staff as long as they are located within

Massachusetts or there a requirement for a physical brick and mortar location?

A24: Please see preferred qualification 6.4.2.

Q25: Can you elaborate on the TTY requirement? Volume of calls? Current system being used?

A25: Please see Technical Capabilities 3.3.2.

Q26: What was the reason for the re-procurement, are you not satisfied with current vendor?

A26: The contract is concluding, and state law requires re-procurement.

Q27: For the items being evaluated, how much weight is given to each item?

A27: EOEA will review each application we receive on their individual merits, complete a comprehensive review, and consider the totality of the bid.