RFI_25NS0170_-_CIT_RFI_Questions_and_Answers.xlsx
XLSX spreadsheet 21 KB Posted
- Attached to
- RFI 25NS0170 - CAB Integrated Telephony
- Solicitation number
- 0000037090
- Issued by
- California
About this file
This is a Request for Information (RFI) Questions and Answers document for the California Public Utilities Commission (CPUC) related to RFI 25NS0170 for a CAB Integrated Telephony (CIT) system. The RFI seeks potential solutions from contractors to implement a comprehensive telephony and customer relationship management (CRM) software platform to support call center operations. The document addresses respondent inquiries regarding functional requirements organized across 20 categories, including Report Management (23 requirements), Computer-Telephony Integration (22 requirements), Case Management (31 requirements), Utility Portal (14 requirements), Data Entry (13 requirements), Notifications (11 requirements), Dashboards (9 requirements), Integration (9 requirements), and Workflow (7 requirements), among others. The CPUC has organized these detailed functional specifications in a separate CIT Requirements file referenced throughout the Q&A document.
The current CPUC contact center environment processes approximately 3,750 inbound calls and 1,800 outbound calls monthly, with 20 agents, 5 supervisors, and 13 quality assurance users. The CPUC currently operates 2 toll-free and 2 direct inward dial numbers, with an average handle time of 7 minutes and a 2% call abandonment rate. The organization intends to implement IVR/self-service capabilities (currently not in place), expand chat and SMS session capabilities, and maintain 100% call recording with a 60-month retention period. Data migration requirements include approximately 5 terabytes of data from Oracle and NICE CXOne platforms, encompassing approximately 700,000 records across 149 tables with 17 years of historical data, including inactive and archived records, with basic data cleansing and reconciliation expected during the extraction, transfer, and load process. The CPUC requires a phased migration approach rather than a single implementation.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment_D_-_Process_Flows-As-Is.pptx | PPTX presentation | |
| RFI_25NS0170_-_CAB_Integrated_Telephony.pdf | ||
| Attachment_C_-_Respondent_Questionaire.docx | DOCX document | |
| Attachment_E_-_Process_Flows-To-Be.pptx | PPTX presentation | |
| Attachment_A-_Letter_of_Interest.docx | DOCX document | |
| Attachmennt_F_-_CIT_Requirements.xlsx | XLSX spreadsheet | |
| Attachment_B-_Solution_Cost_Estimate.xlsx | XLSX spreadsheet |
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Text version
Sheet1
| Respondent Question | CPUC Answer |
| 1.0 |
Within CPUC RFI #25NS0170, Section 12 – Requirements, Table 5 (Functional Requirement Categories, pages 10–11): Table 5 lists only the number of functional requirements by category but does not include the detailed descriptions of each requirement. To ensure a comprehensive and accurate response, could the State please provide a complete breakdown of the individual functional requirements that comprise each of the 20 stated categories? If available, please also include any associated process flows, data elements, or technical/functional descriptions that define each sub-category within the main categories. We have included the contents of the table as text below.
| 1.1. What are the 23 specific requirements that comprise the Report Management category? | Refer to CIT Requirements file |
| 1.2. What are the 22 specific requirements that comprise the Computer-Telephony Integration (CTI) category? | Refer to CIT Requirements file |
| 1.3. What are the 31 specific requirements that comprise the Case Management category? | Refer to CIT Requirements file |
| 1.4. What are the 14 specific requirements that comprise the Utility Portal category? | Refer to CIT Requirements file |
| 1.5. What are the 13 specific requirements that comprise the Data Entry category? | Refer to CIT Requirements file |
| 1.6. What are the 11 specific requirements that comprise the Notifications category? | Refer to CIT Requirements file |
| 1.7. What are the nine specific requirements that comprise the Dashboards category? | Refer to CIT Requirements file |
| 1.8. What are the nine specific requirements that comprise the Integration category? | Refer to CIT Requirements file |
| 1.9. What are the seven specific requirements that comprise the Workflow category? | Refer to CIT Requirements file |
| 1.10. What are the seven specific requirements that comprise the Letters category? | Refer to CIT Requirements file |
| 1.11. What are the six specific requirements that comprise the Consumer Portal category? | Refer to CIT Requirements file |
| 1.12. What are the six specific requirements that comprise the Reports category? | Refer to CIT Requirements file |
| 1.13. What are the five specific requirements that comprise the Alerts category? | Refer to CIT Requirements file |
| 1.14. What are the four specific requirements that comprise the Help category? | Refer to CIT Requirements file |
| 1.15. What are the three specific requirements that comprise the Data category? | Refer to CIT Requirements file |
| 1.16. What are the three specific requirements that comprise the Audit Logging category? | Refer to CIT Requirements file |
| 1.17. What are the three specific requirements that comprise the File Management category? | Refer to CIT Requirements file |
| 1.18. What are the three specific requirements that comprise the Search category? | Refer to CIT Requirements file |
| 1.19. What are the two specific requirements that comprise the Login category? | Refer to CIT Requirements file |
| 1.20. What is the one specific requirement in the Security category? | Refer to CIT Requirements file |
| 2.0 |
To assist in our understanding of your current contact center environment and future requirements, our team has developed the following set of discovery questions. These questions are aligned with the information requested in the RFI and will help ensure that our proposed solution accurately reflects CPUC’s operational needs, call volumes, and integration considerations. For convenience, we have also provided these questions in a structured table format to simplify completion and reference.
| 2.1. What is the total number of agents? | 20 |
| 2.2. What is the total number of Supervisors? | 5 |
| 2.3. How many QA/QM users are there? | 13 |
| 2.4. How many USA Toll-Free numbers are there? | 2 |
| 2.5. How many Direct Inward Dial (DID/local) numbers are there? | 2 |
| 2.6. What is the total number of inbound calls per month? | 3,750 |
| 2.7. What is the total number of outbound calls per month? | About 1,800 |
| 2.8. Do you currently have IVR/Self-service? If so, what percentage or count of calls are deflected via IVR/self-service? | No |
| 2.9. Are you interested in the IVR/Self-service? | Yes |
| 2.10. What is the average IVR duration per call (in minutes)? | 7 minutes |
| 2.11. What are the total IVR minutes per month? | About 500 minutes |
| 2.12. What percentage of calls are abandoned? | 2% |
| 2.13. What is the average abandon time per call (in minutes)? | 1 min 53 secs |
| 2.14. What is the average queue time (in minutes)? | 5 minutes |
| 2.15. What is the average handle time (in minutes)? | 7 minutes |
| 2.16. What are the total inbound call minutes per month? | About 21,000 minutes |
| 2.17. What percentage of inbound minutes are Toll-Free vs. DID? | 100% toll-free |
| 2.18. What percentage of outbound (non-campaign) calls? | 5% |
| 2.19. What is the average outbound handle time (in minutes)? | 390 minutes per month |
| 2.20. What are the total outbound minutes per month? | 7,400 minutes |
| 2.21. How many external voice transfers occur per month? | About 2,000 |
| 2.22. What are the total minutes for external transfers? | 800 minutes per month |
| 2.23. Are you interested in Chat? | Yes |
| 2.24. Are step-by-step chat self-service guides required? | Yes |
| 2.25. Are you interested in SMS sessions? | Yes |
| 2.26. Is Apple Messages for Business required? | No |
| 2.27. Is WhatsApp Business Messaging required? | No |
| 2.28. What is the monthly email volume handled through the system? | 80 |
| 2.29. Are natural-language IVR/chatbots required? | No |
| 2.30. What percentage of inbound calls result in case creation? | 80% |
| 2.31. What is the total number of cases created per month? | About 2,500 |
| 2.32. What is the number of active customer profiles? | 0% |
| 2.33. What percentage of customers use identity resolution/CRM sync? | 0% |
| 2.34. How many agents are evaluated monthly? | 18 |
| 2.35. What percentage of inbound/outbound calls are recorded? | 100% |
| 2.36. Is IVR recording enabled? | Yes |
| 2.37. What are the total monthly recorded minutes? | About 500 minutes |
| 2.38. What is the required recording retention period (in months)? | 60 months |
| 2.39. What percentage of calls have screen recording? | 100% (Only Pre-recorded audio files) |
| 2.40. What is the screen recording retention period (in months)? | 60 months |
| 2.41. How many agents are enabled for forecasting & scheduling? | 18 |
| 2.42. What are the data sources to migrate (Oracle, flat files, external feeds)? | Oracle and NICE CXOne Core Data sources |
| 2.43. What is the total data size (GB/TB)? | About 5 TB |
| 2.44. What is the total record count? | About 700,000 records |
| 2.45. What is the number of tables/entities to migrate? | 149 tables |
| 2.46. Will CPUC provide cleaned datasets? | Mostly |
| 2.47. How many years of historical data need to migrate? | 17 |
| 2.48. Should inactive/archived records be included? | Yes |
| 2.49. What are the migration validation expectations? | E.g. basic data cleansing during Extract/Transfer/Load (ETL) such as remove duplicates, basic reconcilliation reports |
| 2.50. What is the migration type (one-time/phased)? | Phased |
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