RFP 2025-01 - Clarifying Questions 2.pdf
PDF 226 KB Posted
- Attached to
- RFP 2025-01 - Conversational Intelligence Tool
- Solicitation number
- S-X26083-00013397
- Issued by
- Multnomah County, Oregon
About this file
This document is a "Response to Clarifying Questions #2" for Request for Proposals #2025-01 issued by CareOregon's Procurement Department for a Conversation Intelligence Tool. The RFP seeks a solution for their virtual contact center, focusing on the Customer Experience Department with approximately 180 agents out of 200 total. CareOregon aims to implement the tool by the end of 2025, with contracting planned for Q2 2025 and implementation beginning in Q3 2025. The project involves monitoring and improving call center performance, with current metrics showing an Average Handle Time of 11 minutes, First Call Resolution of 92%, and Call Quality of 91%.
The clarifying questions reveal CareOregon's priorities include HIPAA compliance, accurate information delivery, robust documentation, and reduced hold times. The contact center currently handles approximately 50,000 calls monthly, with peak volumes of 150 simultaneous contacts, primarily conducted via phone (99%) with a small portion via email. The organization is seeking a solution to address current friction points, such as manual QA processes and multi-system documentation requirements. While no specific budget range is disclosed, CareOregon is committed to making necessary resources available and anticipates demonstrating/interviewing the top 2-3 vendors who submit proposals, with an expectation of business case examples from finalists.
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Text version
315 SW Fifth Ave, Portland, OR 97204 | 800-224-4840 | TTY 711 | careoregon.org
George Marlton Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
REQUEST FOR PROPOSALS #2025-01
Conversation Intelligence Tool
RESPONSE TO CLARIFYING QUESTIONS #2
April 16, 2025
Note that these are questions submitted by interested firms to the above referenced solicitation. The below answers are for clarification purposes only and in no way alter or amend the RFP as published.
1. How many physical phones/headsets are there within CareOregon that this solution would be monitoring? Additionally, how many total phones/headsets are there, including any outside of this project?
Answer: CX is a virtual contact center, so there are no physical phones. CareOregon has multiple teams with approximately 200 agents total. This specific project will be focused on the Customer Experience Department with about 180 agents.
2. What are the current baseline values for key metrics (AHT, repeat call rate, etc.)?
Answer: The current baseline values for these metrics are as follows: Average Handle Time (AHT) is 11 minutes, First Call Resolution is 92%, and Call Quality is 91%.
3. What are the target improvement goals for these metrics?
Answer: This is currently undetermined until we decide on a partner, which features to implement, and the order of implementation of those features.
4. How is member/provider satisfaction currently measured?
Answer: Member satisfaction is measured using an after-call survey along with quarterly member/provider satisfaction surveys.
5. Can you provide examples of "friction" points and "administrative waste"?
Answer: Examples of friction points and waste in CareOregon’s current system include the fact that all QA is currently done manually and completed by humans, that agents are expected to document calls in multiple systems, and that we have limited reporting/analytics with our current QA tools.
6. What are your priorities for improving member vs. provider experience?
Answer: CareOregon’s priorities for this project are HIPAA compliance, accuracy of information provided to callers, instituting more robust and accurate documentation, and seeing a reduction in hold times.
http://careoregon.org/ mailto:vendorservices@careoregon.org
315 SW Fifth Ave, Portland, OR 97204 | 800-224-4840 | TTY 711 | careoregon.org
George Marlton Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
7. What specific self-service options are you interested in?
Answer: CareOregon is currently looking at internal facing tools to improve agent efficiency and effectiveness. Caller self-service tools are not withing the scope of this project but might be considered for future projects.
8. What is the expected call volume (peak and average)?
Answer: Peak call volume is approximately 150 simultaneous contacts at any given time.
9. What channels are you currently using to communicate with members (e.g., phone, email, chat, SMS)?
Answer: 99% of contacts are made via phone. The remainder by email. We have no SMS or chat.
10. What is the approximate volume of interactions/calls you receive (e.g., daily, weekly, or monthly)?
Answer: Average call volume per month is approximately 50,000 calls.
11. What are the key implementation milestones and timelines?
Answer: CareOregon would like contracting to be completed in Q2 2025 and planning/implementation to begin in Q3 2025 with completion before EOY 2025.
12. What is the expected level of CareOregon staff involvement?
Answer: This is a priority project. CareOregon is committed to making all necessary resources available to hit the milestones outlined above.
13. Is there a preferred format for the fee proposal?
Answer: No, there is no preferred format for the fee proposal, provided it complies with the requirements set forth in the RFP.
14. Would you be interested in seeing a business case that quantifies the potential ROI of our solution? This involves providing answers to metrics so we can tie impact to dollar amounts implementing a listening tool for your contact center.
Answer: CareOregon anticipates requesting demonstrations/interviews with the top 2-3 vendors who submit proposals. Business case examples would be expected of these finalists but would not necessarily be required for the initial submission.
15. Do you have a budgeted range for this project?
Answer: See response #5 to the Clarifying Questions #1.
End of Clarifying Questions #2 http://careoregon.org/ mailto:vendorservices@careoregon.org
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