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4050 Esplanade Way Tallahassee, FL 32399-0950
Ron DeSantis, Governor Tom Berger, Interim Secretary
Contact Center Services (CCS)
Request for Proposals (RFP)
No. 26-83111500-RFP
Questions and Answers and
Addendum No. 3
Questions and Answers
The Department has received the following questions through the Business Network. The questions are shown below exactly as they were received. The Department’s answers are provided in the table listed below:
| 1. |
| If this is a term contract subject to renewal, what is the number of option periods? |
| This solicitation is intended to result in a Term Contract which is subject to renewal. In accordance with 287.057(14), F.S., “Contracts for commodities or contractual services may be renewed for a period that may not exceed 3 years or the term of the original contract, whichever is longer.” |
| 2. |
| Who is the incumbent, and how long has the incumbent been providing the requested services? |
| As this is a solicitation for a new contract vehicle, there is no incumbent. |
| 3. |
| How are fees currently being billed by any incumbent(s), by category, and at what rates? |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 4. |
| What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 5. |
| Is previous experience with any specific customer information systems, phone systems, or software required? |
| In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section A. 3., as modified by Addendum No. 3, “The Respondent is required to demonstrate experience and capabilities relevant to the delivery of Contact Center Services for each Service Category for which the Respondent intends to respond. The submitted Technical Proposal Response(s) should include information that the Respondent determines is the best representation of Respondent's experience and solution.” |
| 6. |
| What is the minimum required total call capacity? |
| This information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 7. |
| What is the minimum simultaneous inbound call capacity? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 8. |
| What is the maximum wait time? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 9. |
| What is the maximum hold time? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 10. |
| What percentage of inbound calls must be answered by a live operator? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 11. |
| What percentage of calls must be resolved without a transfer, second call, or a return call? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 12. |
| What is the maximum percentage of calls that can be terminated by the caller without resolution? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 13. |
| Is there a minimum or maximum number of operators and supervisors? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 14. |
| What are the call center's h |
| Question unclear. |
| 15. |
| Will the selected Contractor(s) only provide the Contact Center platform (IVR/recording/WFM, etc.), with State agencies supplying their own agents and staffing? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
In accordance with RFP section 1.2, Definitions, State Agencies and Eligible Users will be Customers of Contact Center Services.
| 16. |
| If vendor-provided agents are allowed, are they in scope for this RFP or procured separately? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 17. |
| If offsite/remote support is allowed, must any services such as monitoring and administration be performed in Florida?Feel free to reach out if clarification is needed. |
| In accordance with Attachment K, No Offshoring, “The undersigned Respondent hereby attests that it will not perform any of the Contract services from outside of the United States, including not utilizing offshore subcontractors in the performance of a Contract award, and will remain in compliance with the subcontractor clause in the Contract.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 18. |
| What CRM solution are most agencies in FL using? The RFP asked for integrations with CRM, but didn’t specific which CRM solution. |
| The Department did not collect this information for the RFP. |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 19. |
| Multilanguage – The RFP says the solution must offer English, Spanish, and Creole. What part of the solution needs to offer Creole as the language? |
| In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 3., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 20. |
| Is it part of the IVR (Press 1 for English, 2 for Creole) or do you want the transcriptions to be in Creole as well? |
| In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 3., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 21. |
| The RFP said you want a solution that could randomly record 25% of calls. Do you want the solution to sporadically record calls or will this be a function that is allowed to manually be turned on and off to initiate recording. If sporadic, is that a need to have or nice to have |
| In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 5., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.5, Reporting, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 22. |
| Can you please confirm whether the RFP allows for the submission of multiple solutions from a single respondent? |
| In accordance with RFP section 2.7, as modified by Addendum No. 3, “Each Respondent may submit a Proposal for Service Category 1, Service Category 2, or both Service Categories. For each Service Category for which a Respondent intends to respond, a Respondent must submit a complete Proposal. Each Respondent may only submit one Proposal for each Service Category. A Respondent is not required to submit a Proposal for each Service Category.” |
In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section A., Technical Proposal Instructions, 1., as modified by Addendum No. 3, “The Respondent shall use the corresponding Attachments M1 and M2 as provided to submit its Technical Proposal”, 3. “The Respondent is required to demonstrate experience and capabilities relevant to the delivery of Contact Center Services for each Service Category for which the Respondent intends to respond. The submitted Technical Proposal Response(s) should include information that the Respondent determines is the best representation of Respondent's experience and solution.”, and 4. “For the Proposed Solution portion of the Technical Proposal Response(s), the Respondent shall provide a detailed description of its proposed solution for delivering Contact Center Services for each Service Category for which the Respondent intends to respond, including the capacity to deliver services statewide and offer a diverse range of expertise and skills.”
| 23. |
| If so, could you clarify DMS’s preferred method for submitting these solutions? The RFP states that only one technical response is allowed. If multiple solutio |
| Per the answer to question 22, in accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section A., Technical Proposal Instructions, 1., “The Respondent shall use the corresponding Attachments M1 and M2 as provided to submit its Technical Proposal.” |
Please refer to RFP section 3., RESPONDING TO THE RFP.
| 24. |
| If this is a term contract subject to renewal, what is the number of option periods? |
| Per the answer to question 1, this solicitation is intended to result in a Term Contract which is subject to renewal. In accordance with 287.057(14), F.S., “Contracts for commodities or contractual services may be renewed for a period that may not exceed 3 years or the term of the original contract, whichever is longer.” |
| 25. |
| Who is the incumbent, and how long has the incumbent been providing the requested services? |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 26. |
| How are fees currently being billed by any incumbent(s), by category, and at what rates? |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 27. |
| What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 28. |
| Is previous experience with any specific customer information systems, phone systems, or software required? |
| Per the answer to question 5, in accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section A. 3., as modified by Addendum No. 3, “The Respondent is required to demonstrate experience and capabilities relevant to the delivery of Contact Center Services for each Service Category for which the Respondent intends to respond. The submitted Technical Proposal Response(s) should include information that the Respondent determines is the best representation of Respondent's experience and solution.” |
| 29. |
| What is the minimum required total call capacity? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 30. |
| What is the minimum simultaneous inbound call capacity? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 31. |
| What is the maximum wait time? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 32. |
| What is the maximum hold time? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 33. |
| What percentage of inbound calls must be answered by a live operator? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 34. |
| What percentage of calls must be resolved without a transfer, second call, or a return call? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 35. |
| What is the maximum percentage of calls that can be terminated by the caller without resolution? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 36. |
| Is there a minimum or maximum number of operators and supervisors? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 37. |
| What are the call center's hours of operation? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 38. |
| What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 39. |
| What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 40. |
| What information is to be included in call logs? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 41. |
| What was your average monthly call volume over the past year? |
| As this is a solicitation for a new contract vehicle, previous use data does not exist. |
| 42. |
| What is the current number of seats for operators and supervisors at your existing call center? |
| As this is a solicitation for a new contract vehicle, current use data does not exist. |
| 43. |
| What is the current average wait time for phone calls? |
| Per the answer to question 42, as this is a solicitation for a new contract vehicle, current use data does not exist. |
| 44. |
| What is the current average handle time for phone calls and other types of communications? |
| Per the answer to question 42, as this is a solicitation for a new contract vehicle, current use data does not exist. |
| 45. |
| What is the current average after-call work time for operators? |
| Per the answer to question 42, as this is a solicitation for a new contract vehicle, current use data does not exist. |
| 46. |
| Over the past year, what is the percentage of calls received in English versus non-English? |
| Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist. |
| 47. |
| Over the past year, what percentage of calls received were in Spanish? |
| Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist. |
| 48. |
| What time of day, days of the week, or times of the year do calls typically peak? |
| Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist. |
| 49. |
| Please reconfirm the due date for this procurement by providing it in response to answers to questions. |
| In accordance with RFP section 1.1, Timeline of Events, as modified by Addendum No. 2, Timeline of Events Revision, the deadline to submit Proposals and all required documents in the Business Network is 10:00 AM, May 12, 2026. This deadline and any other dates and times within the Timeline of Events are subject to change. It is the responsibility of the Respondent to check for any changes on the Vendor Information Portal (VIP) and in the Business Network. |
| 50. |
| Why has this bid been released at this time? |
| The Department determined that this solicitation was in the best interests of the State of Florida. In accordance with RFP section 1.3, Objective, “The Department is issuing this RFP to establish a State Term Contract for Contact Center Services” and “[t]he resulting Contract from this solicitation is intended to provide Customers with the capability to issue a request for quote (RFQ) to Contractors that have relevant experience in Contact Center Services.” |
| 51. |
| 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? |
| In accordance with Attachment C, Cost Proposal, Additional Costs tab, as modified by Addendum 3, “Respondents may provide any and all additional prices utilized for providing Contact Center Services. Tiered and bundled pricing for components listed in the other tabs of this Cost Proposal may be included. Pricing for this tab will not be competitively scored. Only services and features which correspond to Service Categories to which the Respondent is awarded under this RFP will be valid offerings under the resultant State Term Contract.” |
| 52. |
| Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. |
| Per the answer to question 2, as this is a solicitation for a new contract vehicle, there is no incumbent. |
| 53. |
| Since customers must first ensure services aren’t available via SUNCOM, what is the practical process customers will use to document that determination? |
| In accordance with Attachment A, Scope of Work, section 3.1., Description of Scope, as modified by Addendum No. 3, “The intent of this State Term Contract is to provide Contact Center Services resources for Customers in addition to SUNCOM. The determination to utilize this Contract is the sole responsibility of the Customer. All state agencies are required by section 282.703, Florida Statutes, to use the SUNCOM Network for agency telecommunications services. If a required SUNCOM customer would like to utilize this Contract, a formal exemption request must be submitted to the Department’s Division of Telecommunications per Florida Administrative Code 60FF.” |
| 54. |
| And do you expect SUNCOM availability to materially limit RFQ volume for this Term Contract? |
| In accordance with Attachment A, Scope of Work, section 3.1., Description of Scope, as modified by Addendum No. 3, “The intent of this State Term Contract is to provide Contact Center Services resources for Customers in addition to SUNCOM.” |
Per the answer to question 53, in accordance with Attachment A, Scope of Work, section 31., Description of Scope, as modified by Addendum No. 2, “The intent of this State Term Contract is to provide Contact Center Services resources for Customers in addition to SUNCOM. The determination to utilize this Contract is the sole responsibility of the Customer. All state agencies are required by section 282.703, Florida Statutes, to use the SUNCOM Network for agency telecommunications services. If a required SUNCOM customer would like to utilize this Contract, a formal exemption request must be submitted to the Department’s Division of Telecommunications per Florida Administrative Code 60FF.”
| 55. |
| How many contractors do you anticipate awarding (statewide vs. by region), and can you share any historical data (or estimates) on annual RFQ volume, typical RFQ size, and top purchasing agencies for the prior contract/vehicle? |
| In accordance with RFP section 2.8, Basis of Award, as modified by Addendum No. 3, “The Department intends to award one or more Term Contract(s) for each Service Category to the responsive and responsible Respondent(s) whose Proposal(s) are determined to be the most advantageous to the State of Florida using the Technical Proposal and Cost Proposal scores. |
The Total Final Score for each Service Category will be determined by combining the Cost Proposal score and the average of the evaluator Technical Proposal scores for the respective Service Category.
The Term Contract(s) will be awarded to the responsive and responsible Respondent(s) whose Proposal for that Service Category obtained a Total Final Score of 600 or more points, if determined to be the most advantageous to the State of Florida. The Total Final Score will be calculated by adding the Cost Proposal score to the average of the evaluators’ Technical Proposal scores.
The Department reserves the right to award multiple Term Contracts or to award Term Contract(s) for all or part of the work contemplated by this solicitation. The Department further reserves the right to reject any or all Proposals.“
Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist.
| 56. |
| Will Customer agencies be required to issue RFQs to all awarded vendors, or may agencies down-select a subset of awarded vendors at their discretion? |
| The Department expects that when an agency, as defined in section 287.012, F.S., purchases from a Contractor, the agency should first comply with applicable law, which may include but is not limited to, Rule 60A-1.043, F.A.C., and sections 287.056 and 287.0591, F.S. |
| 57. |
| Are Customer agencies permitted to include agency-specific SLAs, service credits, or liquidated damages that exceed or differ from the objectives stated in Attachment A? |
| In accordance with Attachment A, Scope of Work, section 3.2, Service Objectives, “Customers are encouraged to provide specific metrics and financial consequences for Contractor fulfillment of CCS objectives in their CSOW.” |
| 58. |
| Is the 99.95% availability objective in Attachment A intended to be a universal minimum requirement for all Customer orders, or only applicable when explicitly stated in a Customer SOW? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.“ |
| 59. |
| Please clarify the average monthly statistics for single tenant and multi-tenant services. |
| Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist. |
| 60. |
| T&C – Sec 4.2.2 - please reword. Language reads as each customer will have equal cost in contract and percentages for “any” customer contract price. Suggest change of “any” to “the”? |
| No modifications will be considered to Attachment E, Enterprise Standard Terms and Conditions. |
| 61. |
| T&C – Sec 4.2.2 - please clarify a T4C with mutual agreement is acceptable. |
| Per the answer to question 60, no modifications will be considered to Attachment E, Enterprise Standard Terms and Conditions. |
| 62. |
| SOW – Sec 3.3 - pricing requested per month for single and multi-tenant services. SOW states pricing is required for initial and renewal terms. Please clarify how to submit for renewal terms when pricing document states not to alter any part of the model. |
| In accordance with Attachment C, Cost Proposal, Instructions (all tabs), “All submitted prices will be considered ceiling pricing for every year of the Term Contract and all renewal years. Price increases will not be accepted, including during renewal years. Respondents shall not submit additional prices for renewal years.” |
| 63. |
| SOW – Sec 3.10 - are the fees non-negotiable? |
| Yes. |
| 64. |
| SOW – Sec 3.10 - Please clarify if a grace period is allowed for the first reporting period. |
| No grace period or other modifications to the reporting period deadlines will be allowed. |
| 65. |
| Page 9 - The RFP indicates support for both Single-tenant and Multi-tenant environments. Will the State prefer the proposed solution cloud-based multi-tenant architecture, or are there specific agencies requiring dedicated single-tenant deployments? |
| In accordance with RFP section 2.7, as modified by Addendum No. 3, “each Respondent may submit a Proposal for Service Category 1, Service Category 2, or both Service Categories. For each Service Category for which a Respondent intends to respond, a Respondent must submit a complete Proposal. Each Respondent may only submit one Proposal for each Service Category. A Respondent is not required to submit a Proposal for each Service Category.” |
| 66. |
| Page 9 - What are the anticipated split percentages? |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 67. |
| Page 9 - Section 4.1 requires "redundancy in geographically diverse locations for Multi-tenant Contact Center Services." Can you confirm if the proposed Contact Center's native geo-redundant architecture across multiple hyperscaler regions meets this requirement, or are specific data center locations required within Florida? |
| In accordance with RFP section 2.7, as modified by Addendum No. 3, “each Respondent may submit a Proposal for Service Category 1, Service Category 2, or both Service Categories. For each Service Category for which a Respondent intends to respond, a Respondent must submit a complete Proposal. Each Respondent may only submit one Proposal for each Service Category. A Respondent is not required to submit a Proposal for each Service Category.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 68. |
| Page 3 - Given the requirement to "first ensure that services sought under this Contract are not available under SUNCOM," can you clarify the integration points between SUNCOM and the proposed solution? |
| Per the answer to question 53, in accordance with Attachment A, Scope of Work, section 31., Description of Scope, as modified by Addendum No. 3, “The intent of this State Term Contract is to provide Contact Center Services resources for Customers in addition to SUNCOM. The determination to utilize this Contract is the sole responsibility of the Customer. All state agencies are required by section 282.703, Florida Statutes, to use the SUNCOM Network for agency telecommunications services. If a required SUNCOM customer would like to utilize this Contract, a formal exemption request must be submitted to the Department’s Division of Telecommunications per Florida Administrative Code 60FF.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 69. |
| Page 3 - Are SIP trunks from SUNCOM acceptable for PSTN connectivity? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 70. |
| Page 9 - Section 4.1.15 mentions integration with "Customer's end-user's Customer Relationship Management system." What are the primary CRM platforms in use across State agencies (Salesforce, Microsoft Dynamics, custom systems)? |
| The Department did not collect this information for the RFP. |
In accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section B., 1., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.1, General, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.
| 71. |
| Page 9 - Section 4.1.7 requires "the ability to route calls to PSTN for call termination on Customer provided TDM systems." Can you provide details on the existing TDM infrastructure that needs to remain operational during transition? |
| Per the answer to question 42, as this is a solicitation for a new contract vehicle, current use data does not exist. |
| 72. |
| Page 10 - Section 4.3.4 requires "the ability to integrate with Customer applications and database systems." What types of database systems are in scope (Oracle, SQL Server, cloud-based)? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 73. |
| Page 10 - Are APIs available, or will custom integration development be required? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 74. |
| Page 10 - Section 4.3.1 specifies "Automated speech recognition and text-to-speech, for multiple language." Beyond English and Spanish, what additional languages must be supported? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
In accordance with Attachment C, Cost Proposal, Single Tenant tab, System Requirements, multi-language support includes English, Spanish, and Creole.
| 75. |
| Page 10 - What is the expected call volume for non-English languages? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
Per the answer to question 41, as this is a solicitation for a new contract vehicle, previous use data does not exist.
Per the answer to question 42, as this is a solicitation for a new contract vehicle, current use data does not exist.
| 76. |
| Page 10-11 - Sections 4.3.6 and 4.3.7 require "timely changes to IVR scripting functionality." What are the expected turnaround times for routine vs. emergency IVR script changes? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 77. |
| Page 11 - Section 4.3.8 mentions "IVR applications that interface with host systems in designated sites." What are these host systems (mainframes, legacy databases)? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 78. |
| Page 11 - What integration methods are available (APIs, web services, screen scraping)? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 79. |
| Page 11-12 - Section 4.5.2 requires "thirty (30) days of recording per agent" with online storage. Beyond 30 days, what is the total retention requirement for compliance? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
Florida public records retention schedules for State and Local Government Agencies (schedule number GS1-SL), including those for Communications Audio Recording (Item #335), can be found at https://dos.fl.gov/library-archives/records-management/general-records-schedules.
| 80. |
| Page 11-12 - Will agencies provide their own archival storage, or should this be included in the propsed solution? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 81. |
| Page 11 - Section 4.5.1 mentions "screen capture per agent per day." Does this require synchronized audio-video recording of the entire desktop, or just specific applications? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 82. |
| Page 11 - What are the storage implications for video recordings? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
Per the answer to question 79, Florida public records retention schedules for State and Local Government Agencies (schedule number GS1-SL), including those for Communications Audio Recording (Item #335), can be found at https://dos.fl.gov/library-archives/records-management/general-records-schedules.
| 83. |
| Page 12 - Section 4.5.8 requires emails and recordings to be "maintained in accordance with the appropriate State and Federal standards for information security." Can you provide specific Florida public records retention schedules applicable to contact center recordings? |
| Per the answer to question 79, Florida public records retention schedules for State and Local Government Agencies (schedule number GS1-SL), including those for Communications Audio Recording (Item #335), can be found at https://dos.fl.gov/library-archives/records-management/general-records-schedules. |
| 84. |
| Page 11 - Section 4.4.3 specifies wallboard displays with specific metrics. How many physical wallboards are anticipated across all agencies? |
| The Department did not collect this information for the RFP. |
| 85. |
| Page 11 - Should the propsed solution dshow real-time dashboards displayed on monitors suffice, or are third-party wallboard solutions required? |
| In accordance with Attachment A, section 4.4, “The following are minimum requirements for the Reporting and Analytics components:…3. Supports wallboard displays in the contact center for Dashboard performance metrics including displays of calls answered, emails answered, service levels, call abandon rates, calls waiting, call hold times, view all agents’ statuses, and banner messages.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 86. |
| Page 11 - Section 4.4.4 requires the ability to "define, build, and run custom reports." Beyond the propsed solutuions standard reports, what specific custom reporting needs exist? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 87. |
| Page 11 - Are data exports to tools like Tableau or Power BI acceptable? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 88. |
| Page 11 - Section 4.4.13 requires export of "raw data and analytic data...for a minimum of twelve (12) months." Do agencies require longer retention with external data warehousing? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 89. |
| Page 12 - Section 4.6 requires "workforce management, including scheduling and agent training." Should WFM functionality be provided via the built in proposed solutuon, or are integrations with third-party WFM solutions preferred? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 90. |
| Page 12 - Section 4.7.2 mentions "SIP Trunking functionality that can be shared between Customers." What is the anticipated concurrent call capacity across all State agencies? |
| The Department did not collect this information for the RFP. |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 91. |
| Page 12 - Should SIP trunks be provided by the Contractor or will agencies provide their own? |
| In accordance with Attachment A, section 4.7, “The following are additional components which are minimum requirements for the provision of Contact Center Services:…2. An SIP Trunking functionality that can be shared between Customers but should not impact performance of individual Contact Centers.” Contractors are expected to be able to provide SIP Trunks on Customer request. |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 92. |
| General - Would you be interested in an endpoint-based end-user experience monitoring capability for Contact Center agents that detects local connectivity/audio issues and temporarily removes affected agents from queues to prevent negative customer experiences? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 93. |
| Will the selected Contractor(s) only provide the Contact Center platform (IVR/recording/WFM, etc.), with State agencies supplying their own agents and staffing? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
Per the answer to question 15, in accordance with RFP section 1.2, Definitions, State Agencies and Eligible Users will be Customers of Contact Center Services.
| 94. |
| If vendor-provided agents are allowed, are they in scope for this RFP or procured separately? |
| Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.” |
| 95. |
| If offsite/remote support is allowed, must any services such as monitoring and administration be performed in Florida? |
| Per the answer to question 17, in accordance with Attachment K, No Offshoring, “The undersigned Respondent hereby attests that it will not perform any of the Contract services from outside of the United States, including not utilizing offshore subcontractors in the performance of a Contract award, and will remain in compliance with the subcontractor clause in the Contract.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 96. |
| What CRM solution are most agencies in FL using? The RFP asked for integrations with CRM, but didn’t specific which CRM solution. |
| The Department did not collect this information for the RFP. |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 97. |
| Multilanguage – The RFP says the solution must offer English, Spanish, and Creole. What part of the solution needs to offer Creole as the language? |
| Per the answer to question 19, in accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 3., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 98. |
| Is it part of the IVR (Press 1 for English, 2 for Creole) or do you want the transcriptions to be in Creole as well? |
| Per the answer to question 20, in accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 3., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per the answer to question 6, this information will be determined by each Customer and agreed upon in the CSOW. In accordance with Attachment A, Scope of Work, section 3.1: “The CSOW will be determined and agreed upon by the Customer and the selected Contractor as set forth in the Customer’s Contract or Order.”
| 99. |
| The RFP said you want a solution that could randomly record 25% of calls. Do you want the solution to sporadically record calls or will this be a function that is allowed to manually be turned on and off to initiate recording. If sporadic, is that a need to have or nice to have |
| Per the answer to question 21, in accordance with Attachment D, Technical Proposal Instructions and Evaluation Criteria, section 5., as modified by Addendum No. 3, “The Respondent should fully describe its proposal for carrying out Contact Center Services as described in section 4.5, Reporting, of Attachment A, Scope of Work, including its ability to provide the services statewide and to utilize its diverse knowledge and skillsets, for each Service Category for which the Respondent intends to respond.” |
Per…
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