RFP605CO24000126_Feb_17_25_solicitation_doc.pdf

Solicitation Number: RFP605CO24000126

MoDOT Customer Services Satisfaction Survey

MODOT Request for Proposal (RFPR)

MoDOT - Dept of Transportation

September 11, 2023 - October 17, 2023

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General Header Information

RFP605CO24000126

No. RFP605CO24000126 Title: MoDOT Customer Services Satisfaction Survey Start Date: September 11, 2023 at 10:00:00 AM CDT End Date: October 17, 2023 at 2:00:00 PM CDT Vendor Q&A Start Date:

Vendor Q&A End Date:

Estimated Total Value:

Who can respond to this bid? : All Vendors Description: This Request For Proposals (RFP) seeks proposals from qualified organizations (Offeror) to perform professional services developing a MoDOT Customer Service Satisfaction Survey to the Missouri Highways and Transportation Commission (MHTC) and Missouri Department of Transportation (MoDOT). The Contract Period for services described in this RFP is from January 1, 2024 through December 31, 2026 with up to two (2) one-year renewal option periods, or any portion therein. It is required you contact the buyer of record via email at Joshua.Yeager@modot.mo.gov five (5) business days before bid closing if you intend to submit a hard copy proposal. This RFP shall not accept proposal submissions via email.

Delivery Terms: Free On Board Destination Payment Terms: Net 30 Days Contact Information: MoDOT - Dept of Transportation

Joshua Yeager 830 MODOT Drive Jefferson City MO, 65101 United States Tel: 573-526-1975 Email: Joshua.Yeager@modot.mo.gov

Contact Details: If you have any questions, please contact:

Joshua Yeager 830 MODOT Drive Jefferson City MO, 65101 United States Tel: 573-526-1975 Email: Joshua.Yeager@modot.mo.gov

Selected Categories:

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Header Custom Fields:

RFP605CO24000126

NOTICE

Vendor Responsibility

The vendor is solely responsible for ensuring timely submission of their solicitation response. Failure to allow adequate time prior to the solicitation end date to complete and submit a response to a solicitation, particularly in the event technical support assistance is required, places the vendor and their response at risk of not being accepted on time.

The State of Missouri's Privacy Policy can be accessed here.

MODOT Section Numbering

Section Numbering All section numbering contained in this solicitation is for the convenience of reference only and is not intended to define or limit the scope of any provision of this solicitation and may not be sequential.

Addendums

Addendum 001 http://www.mo.gov/privacy-policy/

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**This Addendum is to address the Questions and Answers for this RFP along with the addition of Exhibit 4, Exhibit 5 and Exhibit 6. Please see the below Questions and Answers provided:

QUESTIONS & ANWERS FOR THIS RFP

Q: I would like to ask a question for clarification on the pricing aspect of the RFP request. The pricing line items are typically by deliverable, but the format on the website is somewhat confusing. I’ve attached a previous pricing format that we’ve submitted in the past for a MDOT RFP. Would this format be acceptable for this RFP?

A: Yes.

Q: Is there an onsite requirement, or can the majority of work be done remotely?

A: There is no on-site requirement for this work.

Q: I see that the below are evaluations of the proposal, but I don’t see anywhere that you’re requesting a methodology and workplan. Will you be needing this included as well?

1.Experience, Expertise and Reliability - 40 Maximum Points

2.Qualifications and Expertise of Key Personnel - 20 Maximum Points

3.Proposed Fee - 35 Maximum Points

4.Overall Clarity and Quality of Proposal - 5 Maximum Points

A: Yes, we’re asking for methodology and work plan proposals, which will be evaluated under Section

6.1.1.1. Experience, Expertise and Reliability.

Q: What percentage of customers for the survey will have call-back numbers and how many will have email addresses?

A: This varies each month, but it is usually somewhere near a 50/50 split between phone (including text) and email surveys.

Q: Can you provide an example of a monthly report?

A: Yes. Please see Exhibits 5 &6.

Q: Can you provide a copy of the CS survey used for this evaluation?

A: Yes. Please see Exhibit 4.

Q: Is the survey conducted in multiple languages or only in English?

A: Currently, this survey is conducted in English, but we are open to expanding the survey to other languages.

Q: What is the expected length of this survey?

A: There are four questions with a potential follow-up for each depending on the level of satisfaction.

Q: Are there targets the selected vendor will be asked to achieve? For example, the solicitation makes reference to seven districts in the various MoDOT divisions, are there division targets? Are there state vs regional targets?

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A: The number of potential survey respondents varies by each region each month. We are looking for a reasonable sample size from that number for each region. We expect an average of 200 or more completed responses per month with a margin of error of 6.9% for monthly reports, 4% for quarterly reports, and 2% for annual reports.

Q: Are there specific monthly survey targets to achieve from the monthly sample?

A: We expect an average of 200 or more completed responses per month with a margin of error of 6.9% for monthly reports.

Q: In 2023 how many monthly surveys have been completed and what has been the monthly response rate?

A: Year to date in 2023, we’ve completed roughly 1,700 surveys. The monthly response rate is around 35% on average.

Q: One of the objectives of the research is to evaluate how MoDOT handled questions, concerns or comments of those who contact MoDOT. For those cases where the interaction results in a call report, are there different call report outcomes? i.e. successful closure, unsuccessful closure etc.

A: There are not different call report outcomes. Potential survey respondents are derived from call reports that have been marked “completed.”

Q: Who is currently doing this work for MoDOT?

A: Heartland Market Research, LLC.

Q: Task One: Survey those who call MoDOT helpline where the call results in a call report. These calls generate a list that contains phone numbers and email addresses.

•Of the 500-900 cases generated monthly what % have a phone number and an email address?

A: Around 40% of the customers provide both an email and phone number.

•What percentage have an email address only? What percentage have more than one phone number?

A: Around 8% of customers provide an email address only. No alternate phone number is requested, so customers do not provide more than one number.

•500-900 callers is a wide range, what has the monthly average of cases been in 2023 so far?

A: On average in 2023, we’ve provided 500 customer contacts monthly. This number varies throughout the year.

•Are there times in the year that you see a fluctuation of calls up or down?

A: Yes, MoDOT’s work is seasonal. There are fluctuations up during the summer construction season and winter weather.

Q: Task Two: Transcribe survey responses for those individuals who contact MoDOT but whose question or concern does not generate a call report and are transferred to complete the CSS through an automated pre-recorded survey.

•What is the monthly sample size per month of cases that need to be transcribed?

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A: This is a new venture for the department. We have not conducted these types of surveys on a statewide scale. We conducted a pilot in two of the seven districts for one month. In those districts, we gathered 51 of these cases that would need transcribed.

•Can you explain the process in more detail for someone with no call report who is asked to complete a CSS using this automated system?

A: The process as outlined in the request for proposal is as such: For those customers who are assisted only at the customer service representative level (i.e., not transferred and not generating a call report for follow up), the representatives may ask the customer if they’d like to take a brief survey on their customer service experience today. If yes, the customer is transferred to a dedicated voicemail that plays an audio recording of the questions and captures their verbal responses. The contractor would then transcribe these responses to be collected as part of the survey results for the month.

•Is MoDOT open to a different approach to getting CSS data from this group of individuals?

A: Yes.

Q: Page 10 reads: Evaluate customer interactions that originated in MoDOT's customer service centers via telephone, e-mail, website letters or social media. How are those different experiences handled in the CS survey? Are there different survey types depending on how people interacted MoDOT?

A: No, the surveys are consistent across the platforms or delivery methods.

•What is the proportion of first-time callers vs repeat callers (or people who have contacted MoDOT by any of the points of contacts more than once) in a 12-month period)?

A: This is not currently measured.

•Can someone who has contacted MoDOT more than once complete a survey more than once?

A: Yes.

Q: What is the proportion of customers who contact MoDOT providing a first and last name?

A: Roughly 90% of customers provide their first and last name.

Q: Will the list of customers generated every month contain the reason the person contacted MoDOT?

A: Yes, the description of the call is available.

Q: Will MoDOT provide training and guidance for interviewers conducting phone surveys on how to deal with unresolved issues encountered while conducting the CS survey?

A: Yes.

Q: The solicitation reads that surveys must be conducted beginning with customers who contacted

MoDOT's customer services centers in January 2024. Does this mean that first calls will begin in February

2024? and that calls for December 2024 will be made in January 2025? Since the contract ends in

December 2026, will calls for December 2026 be made in January 2027? Or will the selected vendor not make those calls under the timeline described in the contract for this solicitation?

A: Yes, the first calls for January 2024 will take place in February 2024. And yes, calls for December 2026 will be made in January 2027 and will be conducted under this contract.

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Q: The solicitation reads: Our current survey practice requires customers to provide a call-back number or email address for contact at a later date, sometimes much later depending on when the call report is closed. In our experience, making calls to ask about someone’s experience much later from when the experience took place affects the quality of the recall and can affect response rates (respondents can forget they made the contact to begin with). Is there a cutoff date used to include or exclude callers that are sampled in the monthly customer list? I.e. the customer list only includes interactions made with MoDOT up to two months from when call report is closed.

A: The list of potential survey respondents is generated by those call reports that were closed in the past month. In the event a mass number of call reports was incorrectly closed much later than they should have been, we work internally to generate a separate list to provide the contractor on those who should not be surveyed for the month.

Q: Does the customer list contain the date of initial contact? Do you have metrics that measure RR by initial contact date?

A: Yes. Unclear what RR means, but we do not measure from the initial contact date (this can vary greatly depending on the work or concern).

Q: Does MoDOT have an existing technology solution to automate the transcription of voicemails from customers who contact the department via telephone but whose question or concern does not generate a call report? If not, is MoDOT interested in this technology, and should responders include potential solutions in their responses?

A: No, but we are open to ideas depending on the funding available.

Q: What is your current response rate?

A: This varies, but is currently around 25%.

Q: What is the current survey platform your contractor is using?

A: QVSM.

Q: What is your current YTD CSAT score?

A: Our latest monthly “Overall” satisfaction, as measured in our department’s Tracker (performance measurement tool), is 80%.

Q: Is your current survey branded?

A: It is branded as a MoDOT survey.

Q: Since you are receiving both emails and phone numbers from citizens, are you calling them for a survey, or just emailing a survey to them? If you are calling them, will this also be part of the contractor’s duties to call and survey? If so, how many are conducted per month?

A: We currently call, text and email surveys to customers depending on their noted preference. We will consider alternate delivery methods in the proposals.

Q: What is the average number of transcriptions conducted per month?

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A: This is a new venture for the department. We have not conducted these types of surveys on a statewide scale. We conducted a pilot in two of the seven districts for one month. In those districts, one conducted 45 transcriptions, and the other conducted 6.

Q: How many data sources will there be to review data from? Just the email survey and then voicemail survey? Or additional sources (emails, social media, etc.)?

A: Data is generated from email, phone and text surveys, as well as the voicemail surveys.

Q: For transcriptions, are we receiving an audio file that lays out the scores, or an audio file that we have to listen to and transcribe everything listed in the voicemails?

A: The audio file will require transcriptions, but we will consider alternate solutions.

Q: Will we be transcribing all answers to survey questions?

A: Yes, but we will consider alternate solutions.

Q: Can MoDOT share the estimated budget or historical spend to provide the Scope of Work and specific services?

A: MoDOT is not allowed to release budget information related to any solicitation during the bid process.

Q: For this RFP, is phone banking (i.e., calling and interviewing customers) part of the Scope of Work? If yes, will MoDOT continue to leverage the current contractor for phone banking, or is the RFP respondent required to conduct phone banking as part of the bid?

A: Yes, phone banking is a current process. No, the existing contractor will no longer provide this service.

Yes, this is an expectation, but we will consider alternative survey delivery methods.

Q: Can MoDOT share the current contractor supporting the survey distribution/phone banking?

A: Heartland Market Research, LLC.

Q: Can MoDOT share what system is currently being used to capture and analyze the feedback (e.g., manually documenting and reviewing call transcriptions in a tool like Microsoft Excel)?

A: QVSM.

Q: Is MoDOT open to surveys being automatically distributed to customers post-phone call (e.g., send email or SMS text to caller following call completion)?

A: Yes.

Q: Is there an interest in following up with respondents who have experienced an issue in the past, or currently has an unresolved problem?

A: This is not an expectation of the contractor.

Q: Is there an interest in integrating with your telephony system (i.e., Genesys)?

1.Are there any other systems, applications, or platforms (such as Salesforce, ServiceNow, etc.) this data needs to connect with?

A: Not currently.

Q: How many anticipated users from MoDOT and/or contractor will need to access the data?

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A: The repots are sent to two individuals at MoDOT who then distribute it to hundreds of other internal users.

Q: Is there a particular page limit or format for the RFP?

A: There is not a minimum or maximum proposal page limit.

Q: What is the level of detail required on the Proposed Fee element of the RFP?

A: Starting on page 28 of the solicitation, please see “Item Specifications”. These are the line item break downs for the bid.

Q: Can we get an extension on the RFP deadline? If yes, can we push to at least 15 days past the current deadline?

A: At this time there will not be an extension. If an extension is requested, please reach out to Josh Yeager at Joshua.Yeager@modot.mo.gov or by phone at 573-526-1975.

Q: Are you looking to procure through one contract? Or is MoDOT open to procuring separately for both software and services?

A: We are looking to procure through one contract.

Q: Will you accept an alternative pricing sheet?

A: Yes.

Q: For qualitative results, will you consider alternative approaches to the recorded/transcribed voicemail listed by the current vendor?

A: Yes.

Q: Are there any restrictions or limitations on potential survey incentives to reach non-call report callers?

A: Yes, we do not allow incentives to potential survey respondents.

Q: What are the priorities or needs prompting this change in vendor?

A: The current vendor will no longer seek this contract.

Q: Can you provide any additional information about the feedback objectives or department goals this project feeds into?

A: Providing outstanding customer service is one of MoDOT’s core values and the responsibility of every employee in the organization. To actively seek feedback from customers, MoDOT uses a statewide call system and an enhanced online call report system that enables customer service representatives to work across seven district boundaries in a one-team approach.

More information on this is located on our Tracker website: Percent of Customers Satisfied with MoDOT’s

Customer Service -2b | Missouri Department of Transportation

Q: If we do not have the certification outlined in 7.12.2, what is the estimated time required for us to acquire such a certification?

A: This would be required upon Contract award.

mailto:Joshua.Yeager@modot.mo.gov https://www.modot.org/percent-customers-satisfied-modots-customer-service-2b https://www.modot.org/percent-customers-satisfied-modots-customer-service-2b

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Addendum 002 Extending this RFP to Tuesday, October 17, 2023 at 2:00pm Central Time.

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Solicitation Requirements:

RFP605CO24000126

MoDOT Instructions for Submitting a Response

Instructions for Submitting a Response

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The Missouri Department of Transportation advertises all bid solicitation documents on the

MissouriBUYS Bid Board (https://www.missouribuys.mo.gov). MissouriBUYS is the State of

Missouri’s web-based statewide eProcurement system which is powered by WebProcure, through our partner, Perfect Commerce.

IMPORTANT NOTICE TO ALL VENDORS:

The Missouri Department of Transportation prefers receipt of all bid responses as electronic submissions. Hard copy submissions may be permitted based on the circumstances and content of the relevant solicitation with the approval of the buyer five (5) business days prior to the solicitation close date.

The solicitation as it appears digitally on the MissouriBUYS website is the official document of record. It is incumbent on the Vendor to inspect and ensure any downloaded or printed version of the solicitation that it contains all information, terms and conditions contained in the solicitation as it appears digitally on the MissouriBUYS website. In the event of any dispute regarding the contents of the solicitation, the solicitation as it appears digitally on the MissouriBUYS website shall take precedence and priority over any other downloaded or printed version of the solicitation.

The vendor is solely responsible for ensuring timely submission of their solicitation response. Failure to allow adequate time prior to the solicitation end date to complete and submit a response to a solicitation, particularly in the event technical support assistance is required, places the vendor and their response at risk of not being accepted on time.

To respond electronically to a solicitation, the vendor must first register with MissouriBUYS by going to the MissouriBUYS Home Page (https://missouribuys.mo.gov), clicking the “Register” button at the top of the page, and completing the Vendor Registration. Once registered the vendor should log back into MissouriBUYS and edit their profile by selecting the organizational contact(s) that should receive an automated confirmation of the vendor’s electronic bid responses successfully submitted to the state.

To respond electronically to a solicitation, the vendor must login to MissouriBUYS and locate the desired solicitation on the Bid Board. The vendor must read and accept the current Solicitation

Documents and any subsequent addendums, as well as complete pricing and any other identified requirements. Vendors should upload their completed response to these accepted documents

(including exhibits, forms, and other information concerning the solicitation) as an attachment to the electronic solicitation response. Step-by-step instructions for how a registered vendor responds to a solicitation electronically are available on the MissouriBUYS system at:

https://missouribuys.mo.gov/sites/missouribuys/files/How_To_Respond_To_A_Solicitation.pdf https://www.missouribuys.mo.gov https://missouribuys.mo.gov https://missouribuys.mo.gov/sites/missouribuys/files/How_To_Respond_To_A_Solicitation.pdf

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Addendum Document: If an addendum document is subsequently issued, please follow these steps to accept the addendum document(s).

1. If you have not accepted the original solicitation document go to the Overview page, find the section titled, Original Solicitation Documents, review the solicitation document(s) then click on the box under Select, and then click on the Accept button.

2. To accept the addendum document, on the Overview page find the section titled Addendum

Document, review the addendum document(s) then click on the box under Select, and then click on the Accept button.

Note: If you submitted an electronic response prior to the addendum date and time, you should review your solicitation response to ensure that it is still valid by taking into consideration the revisions addressed in the addendum document. If a revision is needed to your solicitation response and/or to indicate your acceptance of the addendum document, you will need to retract your response and re-submit your response by following these steps:

1. Log into MissouriBUYS.

2. Select the Solicitations tab.

3. Select View Current Solicitations.

4. Select My List.

5. Select the correct Opportunity Number (Opportunity No); the Overview page will display.

6. Click on Review Response from the navigation bar.

7. Click on Retract if your response needs to be revised.

8. A message will come up asking, “Are you sure you want to retract the Bid”. Click on Continue to confirm.

9. Click on Respond and revise as applicable.

10. Click on Review Response from the navigation bar and then click on Submit to submit your response.

1. MODOT RFP STANDARD PROPOSAL PROVISIONS

1.1. Solicitation Authority

The solicitation for the procurement of services referenced therein, is being issued under, and governed by, the provisions of Title 7 Missouri Department of Transportation, Division 10 Missouri Highways and

Transportation Commission, Chapter 11 Procurement of Supplies, of the Code of State Regulations. The

Missouri Highways and Transportation Commission (MHTC/Commission), acting by and through its operating arm, the Missouri Department of Transportation (MoDOT), draws the Offeror's attention to said 7

CSR 10-11 for all the provisions governing solicitation and receipt of proposals and the award of the contract pursuant to this solicitation.

1.2. Proposals to be Submitted by Officer or Employee

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All proposals must be submitted by a responsible officer or employee of the firm. Obligations assumed by such submission must be fulfilled.

1.3. MHTC Rights Reserved

MHTC reserves the right to reject any and all proposals for any reason whatsoever. Time is of the essence for responding to the RFP within the submission deadlines.

1.4 Personal Privacy Protection Act Notification

MHTC and MoDOT comply with all provisions in the Personal Privacy Protection Act found in section 105.1500, RSMo, and follow practices to keep confidential and sensitive information secure. Bidders acknowledge that submission of information is voluntary and that MHTC is not asking or requiring the submission of “personal information” as defined in the act. By submitting a bid, Bidders and Contractors agree to not to bring a suit against MHTC, or any employees, under section 105.1500, RSMo.

2. MODOT RFP PROPOSAL CERTIFICATION

2.1. Fee Proposal

The Offeror shall provide a fee proposal to MHTC in accordance with the terms of this Request for Proposal

(RFP). All services shall be performed at the fees offered and in accordance with the terms of this RFP.

2.2. Offeror's Certifications

By submission of the proposal, each Offeror, and in the case of a joint proposal, each party thereto as to its own organization, under penalty of perjury, certifies to the best of its knowledge and belief:

2.2.1. The prices in this proposal have been arrived at independently without collusion, consultation, communication or agreement for the purpose of restricting competition, as to any matter relating to such prices with any other Offeror or any competitor.

2.2.2. Unless otherwise required by law, the proposed prices have not been knowingly disclosed by the

Offeror prior to the opening, directly or indirectly, to any other Offeror or to any competitor.

2.2.3. No attempt has been made or will be made by the Offeror to induce any other person, partnership or corporation to submit or not to submit a proposal for the purpose of restricting competition.

2.2.4. The Offeror certifies this proposal is made without any connection with any other person, firm, organization or business entity making a proposal for the same purpose, and is in all respects fair and without collusion or fraud, and that no elected official or other member, officer or employee or person whose salary is payable in whole or in part from the MHTC/MoDOT is directly or indirectly interested therein, or in any portion of the profits thereof.

3. MODOT RFP GENERAL DESCRIPTION AND BACKGROUND

3.1 General Description

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3.1.1. This document constitutes a RFP from prospective qualified Offerors to provide a MoDOT Customer

Service Satisfaction Survey to the MHTC, as set forth in this RFP. It is the intent of this RFP to have the successful Offeror enter into an Agreement with MHTC (hereinafter Resulting Agreement), to supply said services as outlined herein.

3.2 Background

3.2.1. MoDOT operates as a customer focused and results driven, state agency under a decentralized organization structure with headquarters in Jefferson City, Missouri and is governed by the MHTC, a six (6) member Commission appointed by the Governor. The Central Office provides oversight and support to seven (7) geographical districts primarily responsible for delivery of MoDOT's mission and tangible results.

Each district contains approximately fifteen percent (15%) of the total road mileage in the state highway system. MoDOT employs approximately five thousand one hundred (5,100) full-time employees. About eighty percent (80%) of those employees work in the seven (7) districts with the remainder working in the various divisions within the Central Office facility.

The existing customer service satisfaction survey is distributed by a contractor. The contractor receives a list of customers in the form of an Excel spreadsheet with a typical range of 500-900 customers whose contact with MoDOT resulted in a call report. The list is generated monthly and includes customers whose call reports were close in the previous month. The contractor uses this list to pool survey respondents for the month.

MoDOT is also interested in including an assessment of satisfaction of those who have contacted MoDOT with general questions, concerns and comments but whose discussion did not result in a call report.

3.3 Contract Period

3.3.1. The Contract Period for services described in this RFP is from January 1, 2024 through December

31, 2026. The successful Offeror shall perform any and all the services listed herein as often as requested by MHTC for the entire duration of the Contract Period as defined herein at the Guaranteed-Not-To-Exceed

Prices submitted by the successful Offeror in response to this RFP.

3.4 Renewal Period

3.4.1. The contract shall not bind, not purport to bind, the MHTC for any contractual commitment in excess of the original contract period. The Commission shall have the right, at its sole option, to extend the contract for up to two (2) additional one-year periods, or a portion thereof. In the event the Commission exercises its options to extend the contract, such extension must be accomplished by a formal contract amendment approved and signed by representatives of the Offeror and Commission, respectively, each of whom being duly authorized to execute the contract amendment on behalf of the Offeror and Commission, respectively.

3.4.2. If the option for renewal is exercised by MoDOT, the Contractor shall agree to all terms and conditions of the request and all subsequent amendments. Additionally, in the event MoDOT exercises its option to renew the contract, the requirements for future months shall remain the same. The contractor shall understand and agree MoDOT does not automatically grant a price increase at the time of renewing the contract. In the event a price increase is granted due to an approved escalation, the renewal shall be based upon the current contract value.

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3.5 Schedule of Events

Below is the schedule that will be followed. Unless otherwise specified, the time of day will be 7:30 a.m. to 4:00 p.m. Central Time. MHTC reserves the right at its sole discretion to expand this schedule, as deemed necessary, without any notification except for the deadline date for submitting a proposal.

3.5.1. September 11, 2023 - Issuance of RFP

3.5.2 September 27, 2023 - Deadline for Offerors to submit written questions and requests for clarification to the MHTC Representative.

3.5.3. October 3, 2023 - Issuance of Amendment with resolution to any questions submitted.

3.5.4. October 10, 2023 - Deadline for submission of proposals.

3.5.5. November 3, 2023 - Anticipated Notification of Award.

4. MODOT RFP SCOPE OF WORK AND SPECIFIC SERVICES

4.1 Scope of Work

The Offeror shall provide the following professional services:

MHTC is soliciting proposals from qualified organizations, namely private consultants, universities and/or research organizations. MHTC expects this research to provide an evaluation of MoDOT’s customer satisfaction toward specific programs as described in detail herein and to be summarized and promptly reported electronically.

4.2 Specific Services

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The Offerors agree to perform specific services within the above stated scope of work to include, but not be limited to the following:

4.2.1 Research Objectives: The Missouri Department of Transportation (MoDOT) is soliciting proposals to provide an evaluation of MoDOT’s customer satisfaction regarding how MoDOT handled their question, concern or comment. MoDOT requests a report on the survey results monthly, as well as the methods to obtain this feedback, with the condition that the privacy of all surveyors and participants is ensured.

•Indicate method of statistical validity.

•Establish a yearly schedule of deadlines for MoDOT to provide the customer contacts, and for the contractor to provide the monthly survey results.

•Evaluate customer interactions that originated in MoDOT's customer service centers via telephone, e-mail, website letters or social media.

•Customer surveys must be conducted beginning with customers who contacted MoDOT's customer services centers in January 2024 and continue throughout the contract period.

Our current survey practice requires customers to provide a call-back number or email address for contact at a later date, sometimes much later depending on when the call report is closed. These contacts generate the list the contractor uses as a survey pool.

4.2.2 Transcribe and include automated survey results: To achieve a better statistical foundation of feedback and a more comprehensive view of the entire customer service experience, MoDOT also surveys customers who contact the department via telephone but whose question or concern does not generate a call report. This is the same survey as what’s provided to the contractor, and the results are sent to a dedicated voicemail for the contractor to transcribe. The contractor then includes the results with those of their surveys, combining them but keeping them distinct from one another in some manner.

4.2.3 Data Representation: Once the contractor has gathered the automated survey results and completed their usual monthly surveys, they would represent the data in a report sent to MoDOT. The report would include all the feedback from each survey but would separate the results under different sections for each survey method. This would also be true for the charts generated from the results—they could be represented on the same graph, but with distinct colors for each survey type.

By combining the results, we would be able to see a complete view of the customer experience with

MoDOT, including those conversations handled relatively briefly, and those that become call reports with multiple contacts. And by keeping the results distinct, we would be able to see a difference, if any, in the performance between these contacts.

4.3. Award

4.3.1. Award shall be made to the most responsive and responsible Offeror whose proposal is determined to be most advantageous to MoDOT, taking into consideration all evaluation factors.

5. MODOT RFP REQUIRED ELEMENTS OF PROPOSAL AND

SUBMISSION

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5.1. Required Elements of Proposal

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Each Offeror shall provide a cover letter signed by an authorized firm representative stating he/she has read and understands all of the terms and conditions of doing business with MHTC in response to this request for proposal. The proposal must be divided into sections corresponding to the list of elements described below.

5.1.1. Experience, Expertise and Reliability - With regard to documenting its experience, expertise, and reliability in performing the requested services, the Offeror must provide information related to previous and current contractual relationships considered identical or similar in scope to the one anticipated to result between MHTC and the successful Offeror pursuant to this RFP. At a minimum, the following information must be provided:

5.1.1.1. Name, address, telephone number of contracting agency/entity, and a contact person who can verify all data submitted.

5.1.1.2. Contract dates.

5.1.1.3. A brief, written description of the specific services provided, methods used, and the results associated with the specific services provided.

5.1.1.4. List of any pending legal action(s) involving your firm that could directly or indirectly impact the services provided to MHTC.

5.1.2. Qualifications and Expertise of Key Personnel - Each Offeror must provide detailed information documenting the experience and qualifications of the key personnel who would be assigned to perform work under the Resulting Agreement between MHTC and the successful Offeror entered into pursuant to this

RFP. Acceptable information shall include, but not be limited to, resumes detailing education, qualifications, previous work assignments, training, continuing education, certifications, etc. A work assignment organizational chart should be included in this section. Staff may be changed if those personnel leave the organization, are promoted or are assigned to another office. These personnel may also be changed for other reasons at the discretion of the Offeror provided that replacements have substantially the same or better qualifications or experience. However, in all cases, MHTC retains the right to approve or reject replacements.

5.1.3. Proposed Fee - Offerors must complete the pricing information to this RFP as specifically directed therein.

5.1.4. Overall Clarity and Quality of Proposal - The proposals shall be evaluated based on the adequacy of the Offeror’s response in addressing each of the Required Elements of the Proposal listed above.

5.1.5. References - Provide all references for which the Offeror firm provided services which are similar in nature to the services requested in this proposal over the past three (3) calendar years. MHTC reserves the right to determine which references to call and whether or not to call all references for all Offerors. The reference list should include:

5.1.5.1. The reference firm name, address, telephone number, and fax number.

5.1.5.2. List of reference firm owners names and addresses.

5.1.5.3. A brief description of services provided and location of work performed.

5.1.5.4. Dates of contract and/or performance of service.

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5.1.5.5. A contact person familiar with the services provided including their name, address, email address and telephone number.

5.1.6. The proposals shall be evaluated based on the adequacy of the Offerors response in addressing each of the Required Elements of the Proposal listed above as well as any other evaluation methods referenced in this RFP.

5.2. Submission of Proposals

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5.2.1. Electronic Proposal Format - If a registered Offeror is responding electronically through the

MissouriBUYS System website, in addition to completing the on-line pricing, the registered Offeror should submit completed exhibits, forms, and other information concerning the proposal as an attachment to the electronic proposal. The registered Offeror is instructed to review the RFP submission provisions carefully to ensure they are providing all required pricing, including applicable renewal pricing. Instructions on how a registered Offeror responds to a bid on-line are available on the MissouriBUYS System website at: https://missouribuys.mo.gov/bidboard.html.

In the event that the Offeror is an agency of state government or other such political subdivision which is prohibited by law or court decision from complying with certain provisions of an RFP, such Offeror may submit a proposal which contains a list of statutory limitations and identification of those prohibitive clauses.

The Offeror should include a complete list of statutory references and citations for each provision of the

RFP, which is affected by this paragraph. The statutory limitations and prohibitive clauses may (1) be requested to be clarified in writing or (2) be accepted without further clarification if the statutory limitations and prohibitive clauses are deemed acceptable. If MHTC determines clarification of the statutory limitations and prohibitive clauses is necessary, the clarification must be conducted in order to agree to language that reflects the intent and compliance of such law and/or court order and the RFP.

5.2.1.1. The exhibits, forms, and Pricing Page(s) provided herein can be saved into a word processing document, completed by a registered Offeror, and then sent as an attachment to the electronic submission.

Other information requested or required may be sent as an attachment. Additional instructions for submitting electronic attachments are on the MissouriBUYS System website. Be sure to include the solicitation/opportunity (OPP) number, company name, and a contact name on any electronic attachments.

Electronic copies of the proposal and electronic attachments should be searchable.

5.2.1.2. In addition, a registered Offeror may submit the exhibits, forms, Pricing Page(s), etc., through mail or courier service. However, any such submission must be received prior to the specified end date and time.

5.2.1.3. If a registered Offeror submits an electronic and hard copy proposal response and if such responses are not identical, the Offeror should explain which response is valid. MHTC shall consider the response with the terms most favorable to MHTC.

5.2.2. Hard Copy Proposal Format - If the Offeror is submitting a proposal via the mail or a courier service or is hand delivering the proposal, the Offeror should include completed exhibits, forms, and other information concerning the proposal (including completed Pricing Page(s) with the proposal. The Offeror is instructed to review the RFP submission provisions carefully to ensure they are providing all required pricing, including applicable renewal pricing.

5.2.2.1. The proposal should be page numbered and the signed page one from the original RFP and all signed addendums should be placed at the beginning of the proposal.

5.2.2.2. The Offeror should include one (1) original proposal. The front cover of the original proposal should be labeled original.

https://missouribuys.mo.gov/bidboard.html

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5.2.2.3. In addition, the Offeror should include one (1) complete electronic copy of their proposal in

Microsoft compatible format on password protected flash drives. The electronic copy should be in a searchable format to facilitate the evaluation process. The Offeror should be sure to provide the password so MoDOT can access the documents. The Offeror should ensure all media is identical to the

Offerors hardcopy original proposal. In case of a discrepancy, the original hardcopy proposal document shall govern. Electronic copies of the proposal and electronic attachments should be searchable.

5.2.3. Signatures - Any form containing a signature line in this RFP and any amendments, pricing pages, etc., must be manually signed and returned as part of the proposal.

5.2.4. Pricing - The Offeror is required to specify the pricing associated with this RFP as a firm fixed price.

The successful Offeror shall be responsible for performing all services listed in this RFP at the prices submitted. MHTC shall not be liable for any charges beyond those detailed in the proposal.

5.2.4.1. MHTC shall not make any payment to the successful Offeror in advance of the services rendered by the successful Offeror.

5.2.4.2. Each Offeror is responsible for its own expense in preparing, delivering or presenting a proposal, and for subsequent interviews or negotiations with MHTC, if any, as provided for in this RFP.

5.2.5. Proposal Life - The Offerors must include a statement in the proposal that indicates the length of time during which MHTC may rely on all proposal commitments. All proposals made in response to this RFP and quoted pricing must remain in effect for a period of not less than 90 days after the date for proposal submission. Any proposal accepted by MHTC for the purpose of contract negotiations shall remain valid until superseded by a contract or until rejected by MHTC.

5.2.6. Submission of All Information Required - The Offerors must respond to this RFP by submitting all the information required herein for its proposal to be evaluated and considered for award. Failure to submit all the required information shall be deemed sufficient cause for disqualification of a proposal from consideration.

5.2.7. Public Inspection - The Offerors are hereby advised that all proposals and the information contained in or related thereto are subject to Missouri Open Records Act and after contract award and execution of the

Resulting Agreement shall be open to public inspection and may be viewed and copied by any member of the public; therefore, MHTC does not assume any responsibility whatsoever in the event that such information is used or copied by individual persons or organizations.

5.2.7.1. Offerors claiming a statutory exception to the Missouri Open Records Act must clearly identify any confidential documents. The Offeror must also specify which statutory exception provision applies. MHTC reserves the right to make determinations of confidentiality. If MHTC does not agree that the information designated is confidential under one of the disclosure exceptions to the Missouri Open Records Act, it may either reject the proposal or discuss its interpretation of the allowable exceptions with the Offeror. If agreement can be reached, the proposal shall be considered. If agreement cannot be reached, MHTC shall remove the proposal from consideration for award and return the proposal to the Offeror.

5.2.7.2. MHTC shall not consider prices to be confidential information.

5.2.7.3. The Offeror must submit its proposal based on the conditions contained in this paragraph without reservations.

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5.2.8. Clarification of Requirements - It shall be the Offerors responsibility to ask questions, request changes or clarification, or otherwise advise MHTC/MoDOT if any language, specifications or requirements of the RFP appear to be ambiguous, contradictory, and/or arbitrary, or appear to inadvertently restrict or limit the requirements stated in the RFP to a single source.

5.2.8.1. Any and all communication from Offerors regarding specifications, requirements, competitive proposal, etc., must be directed to the RFP Contact listed herein, unless the RFP specifically refers the

Offerors to another contact. Such communication shall be received by the date noted in the Schedule of

Events.

5.2.8.2. Every attempt shall be made to ensure that the Offeror receives an adequate and prompt response.

However, in order to maintain a fair and equitable proposal process, all Offerors shall be advised, via the issuance of an addendum to the RFP, of any relevant or pertinent information related to the procurement.

Therefore, Offerors are advised that unless specified elsewhere in the RFP, any questions received after the listed date may not be answered.

5.2.9. After an initial screening of the written proposals, any, or all of the Offerors submitting a proposal in response to this RFP may be required to give an oral presentation of their proposal. Additional technical information may be requested for clarification purposes, but in no way to change the original written proposal submitted. MHTC reserves the right, in its sole discretion, to decide to conduct interviews with any or all of the Offerors. MHTC reserves the right, in its sole discretion, to determine the interview method, format and location. If an interview is conducted, it is preferred that the interviewed Offerors personnel to be assigned to the work, as well as key representatives, be present at and participate in the interview.

5.2.10. Official Position of MHTC - Offerors are cautioned that the only official position of the MHTC and

MoDOT is that which is issued by MHTC in the RFP or an amendment thereto. No other means of communication, whether oral or written, shall be construed as a formal or official response or statement.

6. MODOT RFP EVALUATION FACTORS AND PROCESS

6.1. Evaluation Factors

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The following factors shall be considered in the evaluation of the proposals:

6.1.1. Evaluation Criteria - Any agreement for services Resulting from this RFP shall be awarded to the

Offeror providing the best proposal to MHTC. After determining responsiveness, proposals shall be evaluated in accordance with the following criteria and maximum points per each criterion:

6.1.1.1. Experience, Expertise and Reliability - 40 Maximum Points

6.1.1.2. Qualifications and Expertise of Key Personnel - 20 Maximum Points

6.1.1.3. Proposed Fee - 35 Maximum Points

6.1.1.4. Overall Clarity and Quality of Proposal - 5 Maximum Points

6.1.2. Historic Information - MHTC reserves the right to consider historic information and facts, whether gained from the Offeror's proposal, presentations or interviews as applicable, references, or other sources, including but not limited to the listed subcontractors, in the evaluation process.

6.1.3. Responsibility to Submit Information - Each Offeror is cautioned that it is the Offeror's sole responsibility to submit information related to the evaluation criteria and MHTC is under no obligation to solicit such information if it is not included with the Offeror's proposal. Failure of the Offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal.

6.2. Proposal Review/ Evaluation

MHTC will select a group of individuals to comprise the proposal review team. MHTC may, in its sole discretion, form a subgroup of the proposal review team, consisting of one or more team members, to comprise a separate proposal evaluation team that would be responsible for evaluating proposals with regard to compliance with RFP requirements. All evaluation team members will use the evaluation criteria stated above and present the evaluations to the review team for further action in the proposal evaluation and contract award process. If MHTC opts to not create a separate subgroup proposal evaluation team, the proposal review team shall also act as the proposal evaluation team.

7. MODOT RFP TERMS AND CONDITIONS

7.1. Agreement Components

The Resulting Agreement between MHTC and the successful Offeror shall incorporate by reference as its components the following: the RFP and any written amendments thereto and the proposal submitted by the successful Offeror in response to the RFP. In case of a conflict between or inconsistency in the terms contained in the RFP and the proposal submitted by the Offeror in response to the RFP, the terms of the

RFP shall govern. In the event of a conflict between or inconsistency in the terms of the RFP and the

Resulting Agreement, the terms of the Resulting Agreement shall govern. MHTC reserves the right, in its sole discretion, to clarify any relationship in writing and such written clarification shall govern in case of any conflict with or inconsistency in the applicable requirements stated in the RFP and the successful Offeror's proposal.

7.2. RFP Contact

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The Assistant Communications Director is designated as MHTC's representative with authority to act on behalf of MHTC for the purpose of administering the Resulting Agreement. MHTC's representative may designate by written notice other persons having the authority to act on behalf of MHTC in furtherance of the performance of the Resulting Agreement. Each Offeror shall fully coordinate its activities with the designated representative and shall consult the MHTC representative regarding any problem arising out of the provision of the services to the MHTC pursuant to this RFP and the Resulting Agreement. As the work of the successful Offeror progresses, advice and information on matters covered by the Resulting

Agreement shall be made available by the successful Offeror to the designated representative throughout the…