Q&A.docx

Question and Answers For

SENIOR LONELINESS WELLNESS PHONE LINE

RFP 5843 OregonBuys Bid No. S-44300-00008826

Questions received during the Questions/Requests for Clarification period are listed below by number with the responses in red following each question.

1. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

The due date for this procurement is January 15, 2024, before 3:00 pm.

2. When is the anticipated contract start date?

The anticipated contract start date is April 1, 2024.

3. 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?

Proposer must follow instructions as outlined in the RFP document under sections 3.2.5 and 3.2.6.

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

The Agency is satisfied with the current vendor.

5. Has the current contract gone full term?

Yes.

6. Have all options to extend the current contract been exercised?

Yes.

7. Who is the incumbent, and how long has the incumbent been providing the requested services?

Lines for Life - 4 years.

8. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

No bearing- can be out of state.

9. How are fees currently being billed by any incumbent(s), by category, and at what rates?

Funding is disbursed in equal installments.

10. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

This information will only be provided by official public records request.

11. Is previous experience with any specific customer information systems, phone systems, or software required?

There is no specific system or software required. Proposer shall have adequate systems and software to accomplish the Work.

12. What is the minimum required total call capacity?

1200 calls per month.

13. What is the minimum simultaneous inbound call capacity?

Proposer must have an adequate amount necessary to meet the minimum of 1200 calls per month.

14. What is the maximum wait time?

Proposer shall follow the industry standard for a warm line/crisis line.

15. What is the maximum hold time?

Proposer shall follow the industry standard for a warm line/crisis line.

16. What percentage of inbound calls must be answered by a live operator?

100% of calls must be answered by a live, trained staff person.

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

80% resolved; however, call backs for a second follow up call is an option with data collected on these calls.

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

There is no percentage requirement, but data shall be collected as to why call was terminated.

19. Is there a minimum or maximum number of operators and supervisors?

Enough to handle a call volume of no less than 1200 call per month.

20. What is the required degree of dedication for the call center? (Can call centers work on other contracts at the same time as this one)?

Yes, can work on other contracts at the same time as long as contract standards are met.

21. What is the required degree of dedication for the operators? (Can operators work on other contracts at the same time as this one)?

Yes, can work on other contracts at the same time as long as contract standards are met.

22. 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 person must be the initial contact.

23. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

Recording is not required but should be maintained for supervision, coaching and quality assurance.

24. What are the recording and storage requirements for non-phone communications?

None currently unless there is an internal policy of the Proposer.

25. What was your average monthly call volume over the past year?

1200 calls.

26. What is the current number of seats for operators and supervisors at your existing call center?

Data not available currently.

27. What is the current average wait time for phone calls?

Data not available currently.

28. What is the current average handle time for phone calls and other types of communications?

24 minutes.

29. What is the current average after-call work time for operators?

Data not available currently.

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

Data not available currently.

31. Over the past year, what percentage of calls received were in Spanish?

Data not available currently.

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

For October 2023