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DS 250000000022
Questions-and-Answers
| Q # |
| Document and Section |
| Page # |
| Bidder Question |
| State Answer |
| 1 |
| NA |
| NA |
| Will non-certified vendors be considered, or will only vendors with Operational Consulting Service contracts be considered? |
| The solicitation was meant to only go out to the prequalified vendor pool of 32 contractors who already have established contracts with the State. However, the commodity email push was included by accident, so it went out to 999 contractors. If you are not prequalified, then you are not eligible to bid. |
| 2 |
| Schedule B – Pricing |
| 31 |
| Can the state please provide a breakdown of the 700 public facing employees to be trained at each of the 3 locations: Lansing, Detroit, virtually? The pricing sheet has both in-person and virtual pricing requests. |
There is around 800 customer public facing staff -the branches 700 and the Contact Center around 80 staff members. In-Person for Detroit and Lansing with a virtual option is preferred. There are 131 branch staff, and the call center staff works remotely.
| 3 |
| 1. General requirements |
| 18-19 |
| Are there current trainings in place that cover any of the following topics: Soft Skills Development, Interpersonal Tools to Build Trust, Empathetic Services Approaches, |
Customer-Centric Culture, Human-Centered Design Thinking. If so, when and how are they delivered? Have any trainings been particularly effective?
Staff were trained in 2024 on De-escalation, and it was extremely effective evidenced by the 90% and above employee survey results.
| 4 |
| 1.1 General requirements |
| 18-19 |
| Could you clarify whether the state anticipates the initial training to consist of a single comprehensive training delivered to all 700 public-facing DOS employees, or if there is an expectation and capacity for multiple distinct trainings focused on different topics to be delivered to all 700 public-facing DOS employees? |
| Yes, the training is for all public facing staff. There is no expectation for multiple distinct training, the expectation is for customer service training for all staff trained on the same topics. |
| 5 |
| 1.1 General requirements |
| 18-19 |
| How much uninterrupted time does the average public-facing DOS employee have to devote to in-person training? (e.g., 1 hour, half day, full day?) |
| We’re flexible depending on the training model, the de-escalation training was 4 hours. |
| 6 |
| 1.1 General requirements |
| 18-19 |
| Does the training need to cover in person branch interactions and phone? |
| No, the training can be held at a private or public location. There are staff that work at the Call Center, so phones are optional if that’s a part of the training. |
| 7 |
| Extracted from SIGMA info not provided |
| How many Train the Trainer sessions are required, and will this be after the bidder has trained all public facing employees and thus the TTT is for continuing internal training in the future after this contract scope of work? |
| We will identify 20 Train the Trainers and would like additional training after the contract for the 20 trainees not the entire public facing staff. |
| 8 |
| Extracted from SIGMA info not provided |
| In this Two-Tier scope of work are we to only quote what is clearly requested here or also provide an estimate for the multi-year contract for established to provide a continuous learning and Train the Trainer (TTT) resource for BQCX. ? |
| Yes, BQCX is open to reviewing your continuous learning model for Train the Trainers. The agreement reached from this solicitation can’t exceed the life of the statewide contract in which it is awarded to. |
| 9 |
| Extracted from SIGMA info not provided |
| What is meant by facilitation plan in phase 1. Is this the plan for the stakeholder workshop, the actual training plan, the project plan, or something different? |
| In Phase 1 we are requesting a facilitation plan for the following: |
1. Workshops
2. Continuous learning and Train the Trainer program
| 10 |
| Extracted from SIGMA info not provided |
| Bidder must provide samples of required reports as attachments to this DS. List file names here. Can it be clarified what is required? Bidder can provide blank templates but cannot provide confidential detailed reports from other clients. |
| We are only looking for a sample. False information can be provided in place of that which is confidential. |
| 11 |
| Extracted from SIGMA info not provided |
| Is there a mechanism through this contract to expand into related operational, structural, or human-centered design improvements post-training to further enhance the customer experience MDOS provides, whether immediately or down the road? |
| Down the Road. |
| 12 |
| Extracted from SIGMA info not provided |
| Will the State share target metrics or KPIs for success (e.g., % improvement in customer satisfaction, complaint reduction targets) to better align proposed interventions? |
| Yes, we can provide some metrics approved by the senior leadership team to assess our current customer satisfaction scores. |
| 13 |
| Extracted from SIGMA info not provided |
| Understanding that pricing will not solely determine award, can you indicate whether there is an anticipated budget range that vendors should be aware of to appropriately right-size our resource plans? |
| The State does not disclose budget expectations for these types of projects. Bidders must provide the pricing that they anticipate for the need. |
| 14 |
| Extracted from SIGMA info not provided |
| Is the State open to future phases that address structural levers like organizational design, digital tools, policy updates, or performance management to drive broader customer experience improvements? |
| Yes, the State is open to hearing your proposal on future phases that address structural levers especially to improve the customer experience. |