AWARD RECOMMENDATION

The Department of Technology, Management, & Budget’s Procurement office has completed the evaluation of Request for Proposal No. 240000003099 MIECC Call Center Technology Modernization and has recommended an award to NICE in the amount of $3,000,000, pending State Administrative Board approval, if applicable. More information on the State Administrative Board can be found at: State Administrative Board.

Bidders who were not recommended for the award are encouraged to schedule a debriefing session with the Solicitation Manager. The debriefing session will provide the bidder with the State’s rationale on why the bidder was not recommended for the award. The Solicitation Manager may be contacted as follows:

Anna Krupka, Solicitation Manager.

KrupkaA@michigan.gov (517)855-8801 Public copies of all bidder proposals can be found here: DTMB - Bid Proposals (michigan.gov) Background Information:

This Request for Proposal (RFP) solicited responses for the selection of a contractor to provide enterprise-level call center services for DTMB’s Michigan Enterprise Call Center (MIECC) Services unit to support various Agency call center needs within the State. This proposal is to procure an enterprise-based solution to provide alternative solutions that will modernize aging, outdated, and systems nearing end of life. There are about 70+ small on-prem call centers in need of modernization.

The term of this contract is five years, with up to five 1-year renewal options.

Bidders:

The RFP was posted on SIGMA VSS on November 26th, 2024 for 6 weeks. The following bidders submitted proposals by the published due date of December 9th, 2024.

*SDVOB: Service-Disabled Veteran Owned Business **GDBE: Geographically Disadvantaged Business Enterprise

EVALUATION SYNOPSIS

I. Evaluation Process A Responsible Vendor is a vendor that demonstrates it has the ability to successfully perform the duties identified by the solicitation. A Responsive proposal is one that is submitted in accordance with the solicitation instructions and meets all mandatory requirements identified in the solicitation.

Proposal Instructions: Mandatory Minimum Requirements

Minimum Requirements

Proposal Instructions: Evaluation Process

Proposals receiving 80 or more evaluation points will have pricing evaluated and be considered for award.

The full evaluation process is stated in the RFP Proposal Instructions.

II. Evaluation Method Responses to this solicitation were reviewed by Joint Evaluation Committee, which consisted of the following individuals:

Anna Krupka, DTMB Kalpana Kumar, MIECC Syed Ahmed, MIECC Kristine Mills, DTMB Ravindra Jaiswal, MIECC Steven Jordan, DTMB Justin Warr, DTMB DeAnna Heindel, DTMB Dan Kuchuk, DTMB Geoffrey Ruonavaara, DTMB Rajaram Loganathan, DTMB Ashley Adrian, DTMB Dustin Hartigan, MCS Jonathan Dashner, MCS Mike Bartkowiak, MCS Jamie Llewellyn, DTMB Adam Helm, DTMB Nicador Chapa, MIECC Michael Pauley, MCS Amanda Youssef, MIEOG Sara Raja, DTMB John Donovan, DTMB

Michigan.gov/MiProcurement

Michigan.gov/MiProcurement

III.

Version 2024-2 IV. Evaluation Results The JEC determined that eight out of eleven bidders’ proposals met the mandatory minimum requirements:

The JEC then determined that six of the nine proposals met the minimum 80 technical evaluation point threshold. The JEC derived the technical scores below from the bidders’ written proposals:

DEDUCTIONS SUMMARY

• Vendor Question Worksheet

• Attachment 1, Resumes

• Schedule A - Statement of Work (Sections 1-20 and 24-28)

• Attachment 1 - Business Specification Worksheet

EVALUATION SCORING BREAKDOWN

Background and Experience

-0.25

-0.25

-0.25

-0.25

-0.25

-0.25

-1

Project Scope

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

-1

Business Specifications

-7

-7

-1

-1

-7

-1

-131

-1

V. Oral Presentations/Clarification Questions All bidders who passed the technical evaluation were invited and participated in demonstrations for their proposed solution.

Bidders who were asked to participate in oral presentations were tasked with demonstrating their capabilities with the technical requirements, as well as asked the following clarification question regarding Business Specification no. 4 (Security and Compliance: “System must support user authentication criteria according to the NIST latest version.”):

· Can you please confirm whether the proposed solution for State of Michigan is compliant with NIST SP 800-53 Rev. 5 security and privacy controls. Specifically, we would appreciate it if you could provide:

· Confirmation of compliance with NIST 800-53 Revision 5 standards: and

· Evidence of a recent audit or assessment against NIST 800-53 controls (e.g., a third-party audit reports or attestation) Based on responses, it was determined that at the time of posting the Solicitation, NICE and Verint were the only bidders who could support the required NIST SP 800-53 Rev. 5 and the technical requirements for this bid. They were advanced to contract negotiations.

VI. Contract Negotiations During negotiations, it was determined that NICE was the only bidder able to comply with required standards for Schedule E, Data Security Requirements and all applicable provisions to enable this Master Agreement to stand as a State-Wide Agreement for all State Agency use.

VII. Pricing Summary Pricing was developed as a full contract term rate-card for State Agencies.

VIII. Award Recommendation Award recommendation is made to the responsive and responsible Bidder who offers the best value to the State of Michigan. Best value is based on the proposal meeting the minimum point threshold and offering the best combination of the factors stated in the Proposal Instructions Evaluation Process section, and price.

Best value considerations included NICE’s ability to fully comply with latest version of NIST, come to agreement on the State’s Schedule E requirements, and provided bundled pricing which encompasses the various Call Center requirements and allows scalability based on need. These best value considerations will allow the State of Michigan to provide the appropriate Call Center support to Michigan Residents based on Agency need and budget.

The JEC has determined that NICE will provide the best value to the State and recommends award be made to NICE in a $3,000,000 contract award pending State Administrative Board Approval.

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