Questions & Answers Addendum #3.Final 11.17.23.pdf

ADDENDUM #4 and Final – eMMA# -BPM040098

Maryland State Park Reservation and Revenue Management System RFP

Question Received via eMMA/eMail.

1. Q: SECTION 22 E QUESTION In section 2.3.33 Fee Calculations and Payment Processing of EMMA NUMBER BPM040098, we are asking for clarification on "8. Offerors will use the contract identified by the Department for credit card transactions and associated fees." Which processor is the Department contracted with?

A: DNR has a vendor that is currently handling the credit cards and associated fees services and expects this service with this vendor to continue with the next contractor. TSYS (contractors may need this information to configure their software).

2. Q: Ref - 2.4 Contractor-Supplied Hardware, Software, and Materials D. The Contractor is responsible for the acquisition and operation of all hardware, software and network support related to the services being provided and shall keep all software current Page – 37 Please clarify if hardware and network are in scope for this project. If yes, please provide list of hardware and quantity required and network requirements.

A: The contractor needs to provide their own hardware and network needed to meet the requirements of the Contract, and DNR will provide and maintain the equipment and network requirements for example laptops, desktops, credit card machines for the DNR Park Service staff.

3. Q: Ref. 2.2.1.9 - Call Center volume Page 5 Is historical call volume available in hourly/daily intervals?

A: Yes, it is available in hourly/daily intervals. This can be made available to the winning offeror upon Award.

4. Q: Ref: 2.3.39 G- Call recording archive Page 26 Are the archived calls those calls identified by the state of Maryland?

A: If this question is asking if Calls are archived and for how long; Per the RFP section 2.3.39 G, all calls must be recorded, and the vendor must maintain an archive of all recorded calls for at least a year and/or can be archived longer as requested by DNR. The offeror must also be able to archive certain recorded calls, identified by the State, for two years.

5. Q: Ref. 2.3.39 C – holidays Page 25 Is the call center expected to be open on Friday or Monday when a holiday falls on a Saturday or Sunday?

A: This call center will follow the official State of Maryland calendar holidays and observance.

6. Q: Ref. 2.2.2 Project Goals item B.8. Guarantee that all Reservations meet the Department’s business rules. See Section 3.3.22 Business Requirements Page 8 We do not see section 3.3.22 Business requirements in the RFP. However, 2.3.43 refers to the State's business rules; please confirm if this is the section to be reviewed as it relates to the State's business requirements.

A: Yes, this section should be referenced 2.3.43 and is updated and highlighted in yellow in the RFP dated 11.17.23

7. Q: Is there a recording or other detailed information available regarding the Pre-proposal conference which took place 10/26/23?

A: The Pre-proposal conference was not recorded, and no other information is available.

8. Q: What is the preferred pricing methodology? Can the pricing be % based on the transaction amount, or is it preferred to be fixed dollar per transaction and/or one-time cost?

A: For transaction pricing, DNR currently uses a fixed rate per transaction fee and prefers to use that model. However, a One Time Only pricing model can be recommended using the Pricing sheet attachments.

9. Q: Does Maryland have any restrictions to charge the citizens a percentage of transaction fees for the cost?

A: No.

10. Q: In 2.3.2, RFP refers to a new POS system for selling concessions, is that an additional requirement or part of the reservation systems POS systems

A: Part of the reservation system POS system.

11. Q: In 2.3.24 Reservation Requirements, #21 - Will the government please provide a list of old technology currently being used to access or support the reservation system?

A: No. The Reservation System is outsourced to a vendor. The offeror would provide all of the equipment they need and DNR will supply and maintain the hardware DNR.

12. Q: In 2.23.25, #13 - This paragraph contains an incomplete sentence.

There is missing information.

A: There is no section 2.23.25, #13. If the vendor is referring to section 2.3.25, please see the updated language in the RFP highlighted in yellow dated 11.17.23.

13. Q. Paragraph 2.3.26, Letter D, Day Use Parking Reservations - What software and hardware do the park staff currently use scanning QR Codes?

A: DNR does not have this equipment currently but would be interested in that option being made available through mobile devices, i.e., google store and apple store.

14 Q: 9, Section 2.2.4 (A. The State will provide normal office working facilities and equipment reasonably necessary for Contractor performance under the Contract.); By Reading through this RFP, Multiple locations give the impression that no hardware or connectivity is to be provided by the contractor at the state, region, or park level as this will be provided by the state. The only hardware and connectivity are in reference to the contractor’s connectivity and hardware in regard to the mainframes/servers.

A: That is correct.

15. Q: 10, Section 2.3.4 (Card Processing by the State - Credit card machines will be furnished by the State of Maryland under an existing State contract with Truist.);18, Section 2.3.26 (D. System must interface with handheld POS devices (tablet, cell phone, scanner) as there is no computer equipment at park contact stations.);37, Section 2.4 (A. By responding to this RFP and accepting a Contract award, the Offeror specifically agrees that for any software, hardware, or hosting service that it proposes, the State will have the right to purchase such item(s) from another source, instead of from the selected Offeror.) & (D. The Contractor is responsible for the acquisition and operation of all hardware, software and network support related to the services being provided and shall keep all software current.); 71, Section 3.15.1 (Purchasing and Recycling Electronic Products: This section does not apply to this solicitation.) 34, Section 2.3.43 (reservations without e-mail address will receive a mailed confirmation through US Mail.) Would this be a correct statement?

A: They all are correct. The State will provide credit card machines. Many park contact stations do not have internet so the system must interface with handheld POS devices. The State reserves the right to purchase necessary equipment through the vendor or other sources. The Contractor needs to provide all hardware, software and network support to fulfill their contractual obligations. The State will provide all hardware (laptops, computers, etc.) for use in State facilities.

16. Q: 10, Section 2.3.6 (The Contractor shall provide the mechanism(s) and any customer service for all reservations and customer inquiries.); By Reading through this RFP, Multiple locations give the impression that there could be a fulfillment aspect to the RFP in the form of mailing out permits and/or confirmation letters. It is unclear via the RFP which party will perform the physical fulfillment of mailing out these above stated items.

There is another point that states fulfillment will be conducted by the Department, but it is unclear what the state is referring to on this point as well.

A: The only thing the contractor will be mailing is the confirmation letters to those visitors without an e-mail address. DNR will handle all of the Fulfillment.

17. Q: Section 2.3.24 (12. The Contractor shall send written confirmation of each Reservation Transaction within 24 hours of a completed Reservation Transaction.) & (d. A printed confirmation shall be mailed to any customer with no e-mail address making a Call Center Reservation, or who requests a printed copy to be mailed. These letters shall be available after the date of arrival.); 10, Section 2.3.6 (The Contractor shall provide the mechanism(s) and any customer service for all reservations and customer inquiries.);13, Section 2.3.24 (12. The Contractor shall send written confirmation of each Reservation Transaction within 24 hours of a completed Reservation Transaction.) & (d. A printed confirmation shall be mailed to any customer with no e-mail address making a Call Center Reservation, or who requests a printed copy to be mailed. These letters shall be available after the date of arrival.);18 Section 2.3.26 (be sent (or able to download) a permit that shows the permit number, their name and registration information, the date and timeframe of their visit, and information about the permit and the area.);19, Section 2.3.27 (be sent (or able to download) a permit that shows the permit number, their name and registration information, the date and timeframe of their visit, and information about the permit and the area.);19 Section 2.3.28 (be sent (or be given the option to download) a permit that shows the permit number, their name and registration information, the date and timeframe of their visit, and information about the event and the area.);21, Section 2.3.29 (23. All fulfillment to be performed by Department staff.);34, Section 2.3.43 (reservations without e-mail address will receive a mailed confirmation through US Mail.) Please clarify who will be responsible to physically purchasing the materials for permits and/or confirmation letters, printing of said materials, and mailing of said materials to customers.

A: Contractor will print and mail confirmation letters through US Mail. This is for customers that have no e-mail address. DNR will purchase materials for other permits and fulfill orders.

18. Q: Contract award- Is there an approximate contract award date?

A: This will be determined after the AWARD is finalized.

19. Q: Sandbox - Will the State require a sandbox environment that would be required for evaluation?

A: No, however DNR expects the contractors to have a demonstration of their platform.

20. Q: Demonstration - Are there estimated demonstration date(s)?

A: DNR will entertain Oral Presentation along with the Technical Proposal as shown on section 4.10 of the RFP. Offerors will be notified regarding the oral presentation.

21. Q: 2.3.38 2.3.38 Call Center - Looking to confirm there needs to be a brick-and-mortar call center that is located in Maryland? .2.1.2 … This system will be used by the public, park employees and Central Call Center staff to create registrations/reservations for parking spots, campsites, pavilions, cabins, houses, buses, yurts, electronic gift cards, boating facilities, organized events, barns, halls, and other group areas…Q Can you please provide some detail on how the system is used for buses? For example, is bus boarding associated with a tour purchase or is bus transportation an upsell? Are bus schedules defined?

A: Yes. There will be a brick-and-mortar call center located within Maryland. Bus reservations are created by large groups during the summer months who wish to visit a park for the day. Parks have a limited number of bus reservations that are allowed per day.

22. Q: 2.3.4 Card Processing by the State - Credit card machines will be furnished by the State of Maryland under an existing State contract with Truist. The Contractor will be responsible for securely transmitting credit card data during the financial transaction in connection with any Reservation Transaction, and for subsequent historical tracking of Reservation Transactions. The Contractor must utilize a payment gateway that is certified by Total System Services, Inc. (TSYS), a third-party payment processor for banks in North America. Can the state indicate the length of the contract with Truist? Can the state provide a list of payment gateways that are certified by TSYS? Will the State be Merchant of record?

A: DNR is unable to share this information. The State uses Truist to handle credit card payments through TSYS and yes, the State will be the Merchant of record.

23. Q: 2.3.33 – 11 - The Contractor shall ensure efficient and accurate revenue accountability, traceability, and the reporting of revenue transactions and deposits. The Contractor shall ensure delivery of Maryland’s revenue to the State Treasurer’s Office within 24 hours of receipt. Electronic means to do this must be coordinated with the State Treasurer’s Office and the Contract Monitor at Contract award and be maintained appropriately during the life of the Contract. Is this related to the actual delivery of revenue or revenue reporting? If the latter, are there APIs in place to support revenue reporting or is a file drop desired?

A: This section relates to both the delivery of the revenue and the revenue reporting. The current revenues transactions are processed through the current State banking vendor system and an existing Credit Card gateway payment processing center. The new Offeror using a new system will need to go through a set up process with the State banking vendor to deliver revenue within 24 hours and will be coordinated by DNR.

24. 2.3.24 – 23f. - Capacity to link park information to common mapping applications (i.e.., Google Maps). Q Can you clarify what you are looking for in this requirement?

A: For a customer to click on a park or campground location so a link will take them to a map application to use for directions to the facility.

25. Q: 2.1.2 … This system will be used by the public, park employees and Central Call Center staff to create registrations/reservations for parking spots, campsites, pavilions, cabins, houses, buses, yurts, electronic gift cards, boating facilities, organized events, barns, halls, and other group areas… Can you please provide some detail on how the system is used for buses? For example, is bus boarding associated with a tour purchase or is bus transportation an upsell? Are bus schedules defined?

A: To allow for appropriate staffing, some parks require bus reservations. These are created by large groups (day camps, church groups, etc.) during the summer months who wish to visit a park for the day. Parks have a limited number of bus reservations that are allowed per day.

26. Q: 2.3.33 – 11 - The Contractor shall ensure efficient and accurate revenue accountability, traceability, and the reporting of revenue transactions and deposits. The Contractor shall ensure delivery of Maryland’s revenue to the State Treasurer’s Office within 24 hours of receipt. Electronic means to do this must be coordinated with the State Treasurer’s Office and the Contract Monitor at Contract award and be maintained appropriately during the life of the Contract. Q Is this related to the actual delivery of revenue or revenue reporting? If the latter, are there APIs in place to support revenue reporting or is a file drop desired?

A: This section relates to both the delivery of the revenue and the revenue reporting. The current revenues transactions are processed through the current State banking vendor system and an existing Credit Card gateway payment processing center. The new Offeror using a new system will need to go through a set up process with the State banking vendor to deliver revenue within 24 hours and will be coordinated by DNR.

27. Q: Do you require that the Contract Representative be dedicated to your program?

A: Yes, section 3.10.2.1 states the Contract Representative is part of "Key Personnel". Section 3.11.1.A states Key Personnel shall be assigned to the State of Maryland as a dedicated resource.

28. Q: In section 1.1.1 of the RFP, it is states “The offeror shall have five (5) years of experience providing park reservation services via a web-based reservation system.”. Is this a hard requirement or are you open to a vendor who does not have this specific experience but has in-depth experience in supporting customer service functions in a different industry?

A: This is a hard requirement.

29. Q: In section 2.3.38 G, please confirm that you require all call center agents to handle both phone and chat transactions, meaning agents are multiskilled to handle both channels?

A: It is not a requirement that the agents be cross-trained or dedicated to either channel, as long as both channels are available to customers.

30. Q: We understand that the State is open to WFH agents. Please confirm if the WFH agents can be located outside of Maryland; Section 2.3.22 implies that this is the case.

A: Yes. 2.3.40.C states WFH agents must reside and operate within the US.

31. Q: In section 2.3.38 A, it states “The Call Center shall be located in Maryland to facilitate routine on-site visits and training for the Department representatives.” For vendors proposing WFH, is the State open to conducting these trainings virtually?

A: The call center is located in Maryland and in-person training shall be required at that location. The state is open to additional in-person and virtual training for the general Park staff.

32. Q: Please confirm what type of training is being referred to in section

2.3.41 F? Is this the initial train the trainer session conducted by the Department staff for the vendor SMEs, or the actual new hire training with the agents, or are these upskilling/updates training post-new hire training?

Can these training sessions be done virtually for vendors proposing WFH?

A: This training is by the vendor for the state employees who would be using the software. We would be open to virtual training but would prefer that initial training for headquarters staff be in-person.

33. Q: How long is your classroom training?

A: Section 2.3.41.F states the Contractor shall provide training at regional locations around the State for Department staff. In-person training during Transition-In requires travel to four regional locations for up to two consecutive days at each regional location.

34. Q: How long is your nesting/OJT process?

A: The Department. does not train contractor staff. See section 2.3.41.F for training Department staff.

35. Q: How many hours are the agents expected to spend in production during nesting?

A: Contractor will determine the number of hours to train their agents, so they are at peak performance at the start of the contract.

36. Q: Section 3.5.1 states that the contractor shall furnish a Disaster Recovery (DR) site. Is this required for vendors who are proposing WFH?

A: Yes, the vendor shall furnish a Disaster Recovery (DR) site.

37. Q: Please provide the voice channel forecast/volume for the future years for both English and Spanish.

A: It is not possible to gauge with the information that we have now. For example, there was a 40% surge in park visitors in 2020 when compared to 2019, which was, itself, a record-setting year.

38. Q: Please provide the voice channel's interval level volume/arrival pattern.

A: We do not have that data.

39. Q: Are there any other channels to be supported apart from voice?

A: TTY with a toll-free number. International toll-free number (many of our clients come from Canada). Three sales channels - online, call center, and Park facilities.

40. Q: Are the historical volumes provided inclusive of both English and Spanish calls or are they just for English?

A: They include both.

41. Q: Please provide your expected AHT glide path.

A: As identified in section 2.6.7 - Callers may not be in queue for more than 120 seconds (queue timeframe) prior to being connected to a live operator.

90% of all calls must be answered by a live operator within 20 seconds of the first ring.

42. Q: Please provide the agent profile to be used for this program

A: Call Center Agent takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems. For park reservations this includes creating, changing, and canceling reservations, making recommendations for available sites, cross selling, providing courteous customer service and guidance regarding park service policies.

43. Q: Please provide the drug test requirements for agents.

A: This is not a requirement for this project. However, we expect the prospective offeror to manage and operate the call center like any other business adhering to all business integrity duties and responsibilities, if that includes drug testing requirements for the agents that should be a decision left to the offeror.