Questions and Answers Addendum #1 10.13.23.pdf

ADDENDUM #1 – eMMA# -BPM040098

MARYLAND STATE PARK RESERVATION AND REVENUE

MANAGEMENT SYSTEM RFP

Questions & Answers Questions Part 1

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

Ans: The due date is 12/4/2023 at 2:00 P.M. Eastern Time.

What is the date by which you will answer these questions?

Ans: Questions are answered as quickly as possible and are posted on the eMMA website to ensure that all vendors receive the same information.

How are proposals required to be submitted? How many copies of the proposals are required?

Ans: All Bid Proposal Must be submitted in eMMA. Submissions not sent through the eMMA portal will not be Accepted.

When is the anticipated contract start date?

Ans: To Be determined after the selection process is completed.

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?

Ans: Please use attachment B – pricing template for your pricing proposal.

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

Ans: DNR is unable to provide any information about the current or recent vendor(s).

Has the current contract gone full term?

Ans: DNR is unable to provide any information about the current contract.

Have all options to extend the current contract been exercised?

Ans: DNR is unable to provide any information about the current contract.

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

Ans: DNR is unable to provide any information about the incumbent.

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

Ans: DNR is unable to provide any information about the billing/payment to the incumbent.

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

Ans: DNR is unable to provide any information on the current contracting payment schedule. However, the payment schedule can be discussed and determined with the winning vendor. The state of Maryland does not pay in advance.

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

Ans: DNR is seeking proprietary software. The information on experience and details is incorporated in the Scope of Work section of the solicitation document.

What is the minimum required total call capacity?

Ans: DNR Call volume during peak season (June 2022) is 4,415 calls.

What is the minimum simultaneous inbound call capacity?

Ans: DNR does not have this information available to the public and hopes that the prospectors will have a plan to address this topic in their submission.

What is the maximum hold time?

Ans: The maximum hold time is 120 seconds.

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

Ans: DNR expects the prospectors to come up with plans on how this should be handled in their proposal submission.

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

Ans: No, must be able to meet Service Level Agreement metrics.

What are the required language options?

Ans: English and Spanish

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

Ans: Eight agents, Two supervisors, One call center manager.

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)?

Ans: Individual call centers are to be dedicated to the Maryland Park Services contract.

What is the current average wait time for phone calls?

Ans: Contract specifies 90% of calls must be answered within 2 minutes according to the Service Level Agreement.

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

Ans: Agents do not work after call center hours. The Help Desk is available for more hours than the call center is open.

We are an MBE with an SBR status. There are a few areas where we believe we can add value and help Prime get to the 7% MBE Participation goal. We don’t have the qualifications to Prime. Will there be a list available of the Primes who do intend to bid? We would like to make an outreach effort to be a subcontractor.

Ans: The list of vendors who submitted a proposal for this project will be posted in eMMA along with the winner after the selection is made.

If you wish to submit a proposal in the area that you believe you can add value, your submission will be shared with the Prime after the Award process is completed. However, Prime has the sole discretion of choosing which MBE vendor to hire. DNR only requires that the MBE be certified, and the Prime be able to provide the 7% required for this project.

The document makes reference to a pre-proposal conference, but the date of the conference has not been filled out (Attachment A). Can you confirm whether there will be a pre-proposal conference, and if so, what date it will be held on? Oct 16- 20th. The date is not set.

Ans: The pre-proposal conference will be virtual and on October 26, 2023, from 10 a.m. to 11:30 a.m. Eastern Time. Pre-registration is required. Send your name, email address, and vendor name to blessinga.gunden1@maryland.gov no later than 2:00 P.M. October 19, 2023, to be included in the invite.

mailto:blessinga.gunden1@maryland.gov