rfq_13211_as_needed_collections_chat_and_call_center_services.pdf

REQUEST FOR QUOTES (RFQ) 13211

SAN DIEGO COUNTY LIBRARY

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

July 30, 2026

A. KEY INFORMATION

1. The County of San Diego is seeking quotes from firms interested in providing as-needed collections, chat, and call center services (“Offerors”).

2. The County anticipates a contract term of an initial (base) period of one (1) year, with four (4) one-year option periods.

3. The County has posted this solicitation on its official BuyNet website at https://sdbuynet.sandiegocounty.gov/ . To see all information related to this RFQ, to submit Questions, and to receive notifications of updates, Offerors must select “Participate in RFx” for this solicitation in BuyNet.

4. The Contracting Officer for this solicitation is Francisco Ruiz Enrigue, Procurement Contracting Specialist, (Francisco.RuizEnrigue@sdcounty.ca.gov).

5. Schedule: This timeline is subject to change at any time, at the County’s sole discretion. The County will issue an addendum for changes to the Questions due date, or Quote due date.

Event Description Date and Time (San Diego Time) Questions due August 13, 2026 prior to 5:00 p.m.

Quotes due August 20, 2026 prior to 5:00 p.m.

6. Questions:

6.1. Offerors should submit all Questions, including requests for clarification related to definition or interpretation of this RFQ, in writing by the Date and Time specified in the Schedule. Offerors should submit Questions via BuyNet, by sending a message to the Contracting Officer through the “Discussions” functionality.

6.2. Non-Offerors should direct inquiries regarding this solicitation to the Contracting Officer.

7. Table of Contents:

A. Key Information B. RFQ Instructions and Rules C. Submittal Items D. Required Forms E. Statement of Work F. Payment Schedule G. Draft Agreement

B. RFQ INSTRUCTIONS AND RULES

1. INSTRUCTIONS FOR SUBMITTING A QUOTE

1.1. It is Offeror’s responsibility to submit a quote based on the most current RFQ, addenda thereto, County’s responses to Questions, any other information posted on BuyNet, and any diligence material made available by

MAGGIE RAMSBERGER

DIRECTOR

DEPARTMENT OF PURCHASING AND CONTRACTING

5560 OVERLAND AVENUE, SUITE 270, SAN DIEGO, CALIFORNIA 92123-1204

PHONE (858) 505-6367 FAX (858) 715-6452

BRENDA MILLER

ASSISTANT DIRECTOR

COUNTY OF SAN DIEGO – REQUEST FOR QUOTATIONS (RFQ) 13211

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

the County. Offerors are advised to regularly check BuyNet for information. The County has no obligation to contact Offerors directly with any such RFQ-related information.

1.1.1. To see all information related to this RFQ, to submit Questions, and to receive notifications of updates, Offerors must select “Participate in RFx” for this solicitation in BuyNet.

1.1.2. If an Offeror is unable to download this document, an Offeror may request a hard copy from Department of Purchasing and Contracting’s front desk or contact clerical support at (858) 505-6367.

1.2. Forms required to be submitted with Offerors response to this RFQ are included in this RFQ or posted on the

County’s web site at: https://www.sandiegocounty.gov/content/sdc/purchasing/purchasing-forms.html.

1.2.1. The County may update posted forms from time to time. Unless otherwise specified, Offerors may submit the version of a form in place as of the date of the posting of this RFQ or any later version thereof.

1.3. Offeror must submit a complete original quote in accordance with the format provided in this solicitation to the County of San Diego, Department of Purchasing and Contracting, through electronic upload to BuyNet before the Date and Time listed in Schedule.

1.3.1. If Offeror is unable to submit via BuyNet for any reason, Offeror may submit its quote via email to the

Contracting Officer listed in this document or provide the Purchasing and Contracting front desk with either (i) electronic files on CD/DVD; or, (ii) a printed quote. Offeror must prominently mark such submissions with the RFQ number on the outside of the packaging. Please use this method only if unable to submit through BuyNet.

2. QUESTIONS

2.1. Offerors shall direct requests for explanation regarding the RFQ or related documents to the Contracting

Officer, in writing, as a question (“Question”). Offerors may submit Questions by sending a message to the Contracting Officer through the “Discussions” functionality in BuyNet.

2.2. The County may choose not to respond to Questions received after the date and time stated in the Schedule for Question submission. Offeror is responsible for ensuring that Questions are received by the County.

3. QUOTE FORMAT

3.1. Submit electronic quotes as files in .pdf format, except where specified otherwise. For pages other than signature pages, converted and searchable formats are preferred.

3.2. All quotes shall be signed with a handwritten signature by an authorized officer or employee of Offeror.

4. QUOTE ORGANIZATION

4.1. Your quote should be organized in accordance with the Submittal Items in this RFQ.

4.1.1. Offerors shall organize content to correspond to the applicable exhibit and question or item within each exhibit.

4.1.2. Offerors shall separate each exhibit into one or more files, clearly named as to the exhibit and order.

4.1.3. Pages shall be consecutively numbered within each exhibit at the bottom or top margin of each page.

4.1.4. Cost/Price information:

4.1.4.1. Offerors must place all cost and pricing information within the Cost/Price exhibit. Price shall be inclusive of all proposed compensation.

4.2. Confidential/Proprietary information:

4.2.1. The County is a public agency subject to the California Public Records Act, Government Code §

7920.000, et seq. Some or all of the documents submitted in response to this RFQ may be subject to disclosure, and the County intends to publish any resulting contracts to its public website.

4.2.2. It is Offeror’s responsibility to identify and separate into a “CONFIDENTIAL/PROPRIETARY” exhibit and to provide a signed Nondisclosure Indemnification Agreement for:

4.2.2.1. All confidential information that Offeror represents, with legal basis, is exempt from disclosure pursuant to the California Public Records Act, including PI (Personal Information), PII (Personally Identifiable Information), or PHI (Protected Health Information);

4.2.2.2. Any proprietary or other information Offeror represents, with legal basis, is exempt from disclosure under the California Public Records Act and wishes to protect from disclosure.

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

4.2.3. The “CONFIDENTIAL/PROPRIETARY” exhibit must be clearly labeled with all pages marked as

“CONFIDENTIAL/PROPRIETARY.”

4.2.4. Offeror should reference material in the “CONFIDENTIAL/PROPRIETARY” exhibit where it is needed to respond to a Submittal Item through citation to the “CONFIDENTIAL/PROPRIETARY” exhibit (for example “See response 1 contained within the ‘CONFIDENTIAL/PROPRIETARY’ exhibit for staff Social Security numbers”).

4.2.5. If the County determines that a submission improperly designates information as confidential or proprietary, the County may, at its sole discretion: (i) deem the information releasable; (ii) declare the submission non-conforming/non-responsive; (iii) remove such information, or (iv) take any other appropriate action. (Note: Pricing and Terms and Conditions are generally not confidential under the California Public Records Act).

5. QUOTE EVALUATION

5.1. Evaluations may consider factors such as technical merit, experience, capacity, history of Offeror compliance, availability, price, and more to determine the quote(s) that provide the best value to the County.

5.2. During evaluation, the County may appropriately consider the sustainability and social, human health, environmental, and economic impact of Offeror’s proposed products and/or approach to providing goods and/or services, in accordance with Board Policy B-67. Therefore, Offerors are encouraged to include relevant information in their quotes, to the degree related to the goods or services sought.

5.3. During evaluation, the County may appropriately evaluate the cultural competency of Offeror and Offeror’s proposed approach to providing goods and services. Therefore, Offerors are encouraged to include relevant information in their quotes, to the degree related to the goods or services sought.

5.4. When evaluating an Offeror’s cost or pricing, the County may also consider the effect of the quote on the overall total cost to the County.

6. COUNTY COMMITMENT

6.1. This RFQ does not commit the County to award a contract, nor does it commit the County to pay any of

Offeror’s costs incurred in the preparation or submission of the quote. Further, Offeror shall not incur any reimbursable cost in anticipation of a contract award.

6.2. Neither Offeror nor any of its representatives shall have any claims whatsoever against the County or any of its respective officials, agents, or employees arising out of or relating to this RFQ or these procedures (other than those arising under a definitive contract with Offeror in accordance with the terms thereof).

6.3. The County reserves the right to separately procure the same or similar goods or services.

6.4. The County may withhold all information regarding this procurement until after negotiations are complete, including, but not limited to: the number of quotes received; the identity of Offeror(s); the content of quotes;

the County’s evaluation and results thereof. Information releasable after the conclusion of negotiations is subject to the disclosure requirements and withholding exemptions of the California Public Records Act.

6.5. Pursuant to County Charter §§ 703.10 and 916, award of a contract resulting from this RFQ may be subject to the County’s requirement to determine that the services can be provided more economically and efficiently by an independent contractor than by persons employed in the Classified Service.

6.6. In the event that an Offeror is involved in a merger, acquisition, or other change in control, the County reserves the right to award a contract to a resulting entity.

7. DILIGENCE AND DUTY TO INQUIRE

7.1. Should Offeror find discrepancies in or omissions from, or be in doubt as to the meaning of, the RFQ or related documents, Offeror shall have a duty to submit a Question to the County.

7.2. Offerors are expected to perform reasonable due diligence with regard to this RFQ and the work required, including, but not limited to, information that is publicly or otherwise reasonably available and, if applicable, information that can be obtained during a site visit (including verification of measurements, conditions, and other attributes). Neither the selected Offeror(s), nor any Offerors, shall be entitled to any price adjustment or other relief based upon information that was discovered or should have been discovered through due diligence.

7.3. The County makes no representation or warranty, express or implied, as to the accuracy or completeness of any diligence material or other information provided by the County or any of its agents, representatives, contractors, AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES or consultants. Such information may reflect good faith assumptions, estimates, or projections, which may or may not prove to be correct.

7.4. Offeror should not rely upon oral statements made or explanations given by the County, including any oral responses to Questions or other inquiries. No prior, current, or post award communication(s) with any officer, agent, or employee of the County shall affect or modify any terms or requirements of this RFQ, except as explicitly provided for in this RFQ.

8. OFFEROR COMMUNICATIONS

8.1. All communications from Offeror (including its employees, agents, and representatives) to the County or its officers and employees (including consultants working on or assisting with this procurement), related to this RFQ or Offeror’s quote, must be directed in writing exclusively to the Contracting Officer, unless otherwise authorized in writing by the Contracting Officer. Offerors shall not communicate with or attempt to contact any other County personnel about this solicitation, except as otherwise allowed for in this RFQ or by law. Any improper contact may, at the County’s sole discretion, cause Offeror to be removed from consideration for contract award.

8.2. If Offeror issues any public announcement or otherwise engages in communication that, in the County’s sole determination, compromises the integrity of this RFQ process or attempts to restrain competition, Offeror may be removed from consideration for award.

8.3. Audio and/or video recording of presentations, discussions, negotiations, or other communications with the County regarding this RFQ are prohibited, unless specifically authorized in writing by the Contracting Officer.

9. SOLICITING EMPLOYEES

9.1. Until contract award, Offerors shall not, directly or indirectly, solicit any employee of the County to leave the

County’s employ in order to accept employment with Offeror, its affiliates, actual or prospective contractors, or any person acting in concert with Offeror without prior written approval of the County’s Contracting Officer.

This paragraph does not prevent the employment by Offeror of a County employee who has initiated contact with Offeror.

10. PROHIBITED CONTRACTS AND SUBCONTRACTS

10.1. In accordance with Section 67 of the San Diego County Administrative Code, the County shall not contract with, and shall reject any quote submitted by, the person or entities specified below, unless the Board of Supervisors finds that special circumstances exist which justify the approval of such contract:

10.1.1. Persons employed by the County or of public agencies for which the Board of Supervisors is the governing body;

10.1.2. Profit-making firms or businesses in which employees described in subsection 11.1.1 serve as officers, principals, partners, or major shareholders;

10.1.3. Persons who, within the immediately preceding twelve (12) months, came within the provisions of subsection 11.1.1 and who (i) were employed in positions of substantial responsibility in the area of service to be performed by the contract; or, (ii) participated in any way in developing the contract or its service specifications; and

10.1.4. Profit-making firms or businesses in which the former employees described in subsection 11.1.3 serve as officers, principals, partners, or major shareholders.

10.2. Per Board Policy A-79, a successful Offeror that is a non-profit corporation shall not subcontract any work under the agreement with a related for-profit subcontractor where an interlocking directorate, management, or ownership relationship exists, unless specifically authorized by the Board of Supervisors.

10.3. Offeror certifies that, if awarded a contract under this RFQ, such contract will be in compliance with Sections

11.1 and 11.2 above. Offeror shall promptly notify the County of any change in circumstance affecting these provisions.

11. CALIFORNIA REVENUE & TAXATION CODE § 18662

11.1. In compliance with California Revenue and Taxation Code § 18662, if Offeror is a non-resident of California

(out-of-state invoices) that receives California source income and has not completed Franchise Tax Board Form 590, there may be a backup withholding on all payments. Fifteen (15) business days prior to the first payment from the County, new suppliers or suppliers with expired forms or forms with incorrect information must submit new forms to the County (forms are available from the Franchise Tax Board website listed below).

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

11.2. Under certain circumstances, Offerors may be eligible for reduced or waived nonresident withholding. If Offeror has already received a waiver or a reduced withholding response from the State of California and the response remains valid, Offeror should submit the response to the County in lieu of the forms. Failure to submit the required forms will result in withholding of payments. Offerors should access the Franchise Tax Board websites, listed below, for tax forms and relevant information regarding non-resident withholding, including waivers or reductions. The County will not give Offerors any tax advice. It is recommended that Offerors speak with their tax advisers and/or the State of California for guidance.

Franchise Tax Board Websites:

https://www.ftb.ca.gov https://www.ftb.ca.gov/forms/search/

11.3. If selected for award, Offeror must submit applicable forms to the Auditor & Controller via fax, at (858) 694- 2060, or mail originals to: County of San Diego, 5530 Overland Avenue, Suite 410, San Diego, CA 92123. The P.O. Number or Contract Number (if available) and “California Revenue and Taxation Code § 18662” must appear on fax cover sheet and/or the outside of the mailing envelope.

12. W-9 FORM

12.1. If selected for award, Offeror must complete and submit a W-9 form if a current form is not on file with the

County.

C. SUBMITTAL ITEMS

EXHIBIT 1 – REQUIRED FORMS

1. Submit a completed and signed Offeror’s Cover Page (PC600) form

• Required for all Offerors

• Located at:

https://www.sandiegocounty.gov/content/dam/sdc/purchasing/docs/PC600_dpc_Offerors_Cover_Page.pdf

2. Submit a completed and signed Representations and Certifications form (PC601)

• Required for all Offerors

• Located at:

https://www.sandiegocounty.gov/content/dam/sdc/purchasing/docs/PC601_dpc_Reps_and_Certs.pdf

3. Submit a completed and signed Small-Local Business Self-Certification Form (PC610)

• All Offerors are encouraged to complete this form to support County data collection.

• Located at:

https://www.sandiegocounty.gov/content/dam/sdc/purchasing/docs/PC610_dpc_Small_Local_Self_Cert.pdf

4. Submit a completed and signed Nondisclosure Indemnification Agreement (PC620) (if applicable).

• Required if submitting Confidential/Proprietary Information (see RFQ Instructions and Rules section 4.2)

• Located at:

https://www.sandiegocounty.gov/content/dam/sdc/purchasing/docs/PC620_dpc_Nondisclosure_Indemnity.pdf

EXHIBIT 2 – PROGRAM/TECHNICAL EXHIBIT

Organization Experience and Qualifications

1.1 Describe your organization’s experience within the last five (5) years providing services similar to those outlined in the Statement of Work (SOW).

1.2 Describe if and how your organization will use the services of a subcontractor while fulfilling this contract.

1.3 Describe in detail your ability/experience to possess a general understanding of public library policies, procedures, and operation mechanisms necessary to render effective service by phone and live chat to SDCL customers in coordination with SDCL staff.

1.4 Describe in detail your capability and experience handling the types of inquiries and service needs for SDCL customers as described in Section 3.7 and its subsections within Exhibit A – Statement of Work.

1.5 To provide effective service to customers within a diverse community, describe your organization’s ability to provide service for

Spanish-speaking customers. If your organization offers additional services in the County threshold languages of Vietnamese, Tagalog (Filipino), Arabic, Chinese, and/or Farsi, include which language(s) are available.

1.6 Provide up to five (5) but no less than three (3) customer references for whom your firm has provided services to of a similar scope within the last five (5) years to that of the County’s requirements. For each reference, please provide their name, contact details (address, phone, email), and a summary of services provided.

Technical Approach

2.1 Confirm your agreement to the requirements in Exhibit A – Statement of Work as stated.

(Yes/No)

2.2 Describe how documentation of SDCL business policies, procedures, and information will be maintained to ensure relevance and accuracy related to customer service, chat service, and call center requirements; describe how representatives will maintain/update knowledge base.

2.3 Describe how you will manage escalations and what will be done to track resolution.

2.4 Describe how you will implement customer collections, chat, and call center services as identified in the Statement of Work.

Provide a detailed timeline showing the proposed schedule of events and actions leading up to a fully functioning program.

2.5 Describe how your system will utilize the necessary tools to identify phone calls and online chats originating from SDCL, so that the interaction is treated specifically for SDCL and according to SDCL’s procedures and policies.

2.6 Describe how you will operate during SDCL’s service hours and adapt to any changes in those service hours as described in Section 3.3 and its subsections in Exhibit A – Statement of Work.

2.7 Describe in detail how you will meet and perform the requirements of the pre-collections process as described in Section 4.1 and its subsections in Exhibit A – Statement of Work.

2.8 Describe how your system will implement a collection process in a step-by-step format.

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

2.9 Describe in detail how you will meet and perform the requirements of the collections process as described in Section 4.2 and its subsections in Exhibit A – Statement of Work.

2.10 Confirm if you agree to comply with the County of San Diego’s technology and security requirements as outlined in Section 5.1 and its subsections, Section 8 and its subsections, and including Attachment A in Exhibit A – Statement of Work.

2.11 Describe how you will meet and perform the requirements of reports as it relates to Section 5.7 and its subsections in Exhibit A – Statement of Work.

Organization Capacity and Competency

3.1 Describe your organization’s process that supports your ability to provide efficient access to a pool of personnel.

3.2 Describe your internal performance management and quality assurance procedures to ensure performance standards are achieved.

EXHIBIT 3 – COST/PRICE EXHIBIT

Submit a completed Payment Schedule.

EXHIBIT 4 – ACCEPTANCE OF TERMS AND CONDITIONS

1. Confirm acceptance “YES/NO” of the County of San Diego’s Draft Agreement (including insurance requirements):

YES ☐ NO ☐

1.1 If “NO,” provide a detailed list of exceptions to the terms and conditions, the nature of its concern, and what terms the Offeror is willing to accept.

Note: The Offeror will be deemed to have accepted any terms and conditions of the Contract to which it does not take exception to. The County may, as part of its evaluation process, conclude that exceptions are so numerous and/or material as to make Offeror’s response to the solicitation unacceptable.

EXHIBIT 5 – CONFIDENTIAL PROPRIETARY

1. Include any Confidential/Proprietary Information in this exhibit, in accordance with RFQ Instructions and Rules section 4.2

D. REQUIRED FORMS

(RESERVED)

E. STATEMENT OF WORK

1. SCOPE OF WORK:

San Diego County Library (SDCL) has a requirement for a pre-collections and collections service, chat service, and call center that supports quality customer service and is compatible with our business model, including knowledge management, professional communication, material recovery, an ability for immediate changes/updates, clear escalation policies, data analytics, metrics and extended hours of support, and is compliant with all infotech security measures in place by the County of San Diego and its IT outsource vendor, Peraton. The Contractor shall answer incoming customer inquiries and carry out pre-collection and collection duties on behalf of SDCL. SDCL will forward appropriate customer-based phone calls to the Contractor and embed necessary software onto the SDCL website in order for customers to direct live-chat messages to the Contractor.

2. BACKGROUND INFORMATION:

San Diego County service area encompasses suburban, urban, desert, coastal and rural communities covering over 4,500 square miles and a population of over 3 million people. The County is the 5th largest county in the United States, 13th most diverse metro area in the US and SDCL has a service population of 1.3 million customers in 11 incorporated cities and in the unincorporated area of San Diego County. The Library consists of 33 branches, 5 24/7 Kiosks, bookmobiles, Mobile Outreach Vehicles, a Books by Mail program, and an Administrative office. SDCL customers are central to our success. Each month on average, SDCL mails 4,000 pre-collections notices, refers 700 accounts for collections activity, and receives 4,000 phone calls and 1,000 chat inquiries.

3. CUSTOMER SERVICE CHAT SERVICE AND CALL CENTER REQUIREMENTS:

3.1 Average time to answer incoming SDCL customer phone calls and online chats will be twenty (20) seconds or less during the service hours listed in Section 3.3.

3.2 The Contractor will possess and utilize the necessary tools to identify phone calls and online chats originating from SDCL so that the interaction is treated specifically for SDCL and according to SDCL's procedures.

3.3 Service Hours are:

• 3.3.1 Monday through Thursday 09:00 A.M. PST through 08:00 P.M. PST

• 3.3.2 Friday, Saturday, and Sunday 09:00 A.M. PST through 06:00 P.M. PST

• 3.3.3 Service hours subject to change due to the business needs.

3.4 Contractor will answer incoming phone calls and live-chats within the service hours that meet all of the requirements listed. Use of virtual assistants (AI) to respond to calls or live-chats is not accepted. Contractor staff may use a virtual assistant to prepare a response or collect information from the knowledge base.

• 3.4.1 Call and chat time may vary.

o 3.4.1.1 Multiple customer queries may take place within a call or chat.

o 3.4.1.2 An average call/chat time is approximately three (3) to five (5) minutes.

o 3.4.1.3 Contractor shall provide service for full length of customer inquiry, which could include calls of 20 minutes or longer.

3.5 Training in Use of Software and Proprietary Products

• 3.5.1 Contractor shall provide all training and implementation necessary for Contractor staff to use any proprietary products required by SDCL, at no additional cost to SDCL.

o 3.5.1.1 SDCL currently uses Clarivate’s Polaris for ILS with Bibliocommons as a discovery layer, and OrangeBoy to provide an online library card application, renewal, and management portal.

o 3.5.1.2 If SDCL’s ILS, discovery layer, or online card management portals are changed, Contractor will provide training for their staff from the new vendor.

• 3.5.2 Contractor shall provide list of proprietary software or applications that SDCL staff will be required to access and use to conduct SDCL business. Contractor shall, at no additional cost to SDCL, provide any training and implementation for SDCL staff on any proprietary product in use, for SDCL to properly manage the contract.

3.6 Contractor shall possess a general understanding of public library policies, procedures, and operational mechanisms necessary to render effective service by phone and live-chat to SDCL customers in coordination with SDCL staff.

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

3.7 Contractor will demonstrate the capability to handle the following types of inquiries and service needs for SDCL customers including sudden updates and changes.

• 3.7.1 Customer account updates.

• 3.7.2 Item renewal.

• 3.7.3 Online catalog search and reader advisory.

• 3.7.4 Online ready-reference assistance.

• 3.7.5 Placement and modification of hold requests.

• 3.7.6 Explanation of any policy related to item circulation of SDCL.

• 3.7.7 Explanation of any policy related to the accrual of fees on customer accounts.

• 3.7.8 Explanation of any policy related to meeting or study spaces available for public use at SDCL locations.

• 3.7.9 Support customers in placing online room reservations, equipment, and appointments.

• 3.7.10 Basic SDCL location information, including directions, hours, facility information, event information, and location-specific service information.

• 3.7.11 Provide County information as it relates to library customers and services.

• 3.7.12 Fee payment by credit card or other electronic means.

• 3.7.13 Fee reduction or cancellation. Shall consult and receive written approval from authorized SDCL staff.

• 3.7.14 Technical support for customers using SDCL websites and apps.

• 3.7.15 Technical support for SDCL electronic media resources, such as e-books, e-audio, e-magazines, databases, and digital collections.

o 3.7.15.1 SDCL is currently using OverDrive products, Gale products, and Worldbook.

o 3.7.15.2 SDCL's collection of resources can be found here:

eLibrary | San Diego County Library o 3.7.15.3 SDCL may procure additional providers of electronic media resources in the future. Contractor shall have the ability to provide technical support of those vendor products.

3.8 Contractor will categorize, or tag, customer calls and chats based on the nature of the call or chat. Contractor will work with SDCL to determine the number and type of categories.

3.9 All calls will be stored by the Contractor on behalf of SDCL for a minimum of three (3) months. Contractor shall make available to SDCL staff all retained recordings and transcripts via a secure website.

3.10 Contractor shall transfer designated call types to SDCL. SDCL will determine which call types to transfer to SDCL.

4. CUSTOMER PRE-COLLECTION AND COLLECTIONS REQUIREMENTS:

4.1. Pre-Collections

• 4.1.1. Contractor shall provide pre-collection notices to customers via print and SMS, on behalf of SDCL for the following, but not limited to:

o 4.1.1.1. Overdue notices.

o 4.1.1.2. Bill Notices.

o 4.1.1.3. Hold Notices.

• 4.1.2. Contractor agrees that SDCL may add, modify, or remove notice types as the needs for SDCL changes and shall be able to accommodate those pre-collection notices at no additional charge.

4.2. Collections

• 4.2.1. Contractor shall accept information regarding all accounts referred to collections prior to beginning of contract period, appropriately document all previous actions taken in the contact cycle determined by SDCL, identify any remaining contacts necessary, and complete any remaining communications to conclude the contact cycle for collection accounts.

• 4.2.2. Contractor shall charge one flat rate for all new accounts referred to collections.

o 4.2.2.1. This rate shall be for all collection letters, phone contacts, and all other services provided by the Contractor to collect and recover overdue library materials and fees.

• 4.2.3. Contractor shall provide collection services for SDCL library fees and materials using a two-step collection process:

o 4.2.3.1. First step collection process - Letter and Telephone Contacts:

4.2.3.1.1. The Contractor shall use the reports submitted electronically by SDCL to initiate and follow through with a series of letter and telephone contacts to attempt to collect outstanding library materials, fines, and fees. Written demands and telephone voice scripts shall reflect SDCL’s positive customer service

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

philosophy and practices, and therefore shall be approved by SDCL staff prior to use. Written demands that itemize the amount due for materials and fees in addition to the total amount due are preferred.

4.2.3.1.2. All funds owed to the Library shall be paid directly to the Library, in person, online or mailed USPS. Letters and telephone scripts should encourage customers to visit their nearest SDCL branch to resolve their delinquent accounts. In addition, it is preferred that a payment coupon and envelope pre-addressed to the Library be included in written demands. If a library customer sends funds directly to the Contractor, these payments shall be transmitted in full to the Library within one business day.

• 4.2. 3.1.2.1 Contractor will provide Right of Endorsement form to SDCL, valid for the life of the contract, to collect on any payments sent to SDCL listing Contractor as the payee.

o 4.2.3.2. Second step collection process - Skip Tracing and other collection methods.

4.2.3.2.1. If a library customer does not respond to the initial series of letter and telephone demands, the

Contractor shall, at SDCL's request, initiate the second step of the collection process which shall include but not be limited to skip-tracing.

4.2.3.2.2 The Contractor shall provide skip-tracing services to locate customers with incorrect or outdated addresses.

4.2.3.2.3 The Contractor shall maintain customer accounts unresponsive to the initial schedule of phone calls and letters according to current law and keep them in an active status until contract expires or upon change to SDCL business need.

5. GENERAL REQUIREMENTS:

5.1. Contractor shall provide all office, management, staff equipment, supplies, travel, and all other requirements to perform all services as described herein. The proposed prices shall include all Contractor's expenses and there shall be no other form of payment or reimbursement. No payment will be made that exceeds the amount of cash recovered. Contractor shall be responsible for all their start-up and on-going operational costs.

• 5.1.1. Contractor shall maintain an office adequate to provide customer and collections services with designated staff member available to SDCL and Library patrons during service hours.

• 5.1.2. Contractor shall ensure confidentiality, security, and safety of all Library files, documents, and computer files.

• 5.1.3. Contractor staff shall meet periodically with Library staff, when requested, by SDCL to discuss services.

• 5.1.4. Contractor shall provide all services within the United States. Contractor shall comply with County of San Diego's technology and security requirements. https://www.sandiegocounty.gov/content/sdc/cto/outsourcing-contract/

• 5.1.5. The ILS is managed by the County’s IT Outsourcing partner for Information Technology (IT) and

Telecommunications, Peraton, as they will hold the contract on behalf of the County. Peraton provides IT services to the County through five distinct frameworks; Service Desk, Applications, Desktop, Network, Data Center. Peraton supports and maintains all issues related to ITO leased assets and services which are provided through the ITO contract.

• 5.1.6. The Contractor shall work directly with Peraton on any integrations and meet any of the County' s technical & security requirements. The Contractor shall complete the Technology Purchasing Alignment’s Vendor Questionnaire form. See attachment (A).

• 5.1.7 Contractor shall conclude access to County of San Diego data or SSO login upon conclusion of employment, either by termination of credential or login access with Contractor services, and report terminated credentials to Contract Officer Representative.

• 5.1.8 Contractor shall conduct annual audit of all employee credentials with access to County of San Diego data and terminate or disable any credentials no longer in use, and report those credentials to Contract Officer Representative.

5.2. Contractor shall charge a one-time setup fee to cover all necessary actions and processes for SDCL's customer call and collection service operations, for the life of the contract.

5.3. County reserves the right for the Contracting Officer's Representative to review the qualifications of any Contractor's staff assigned to the SDCL account and discuss assignment of such personnel with the Contractor.

5.4. Contractor shall provide staff who can communicate in Spanish with fluent Spanish-speaking persons, both verbally and in writing, to customers over the phone and during online chats.

5.5. Contractor shall return all computer tapes, listings, and derived information to SDCL within thirty (30) days of such request by

SDCL.

5.6. When the contract is complete or if earlier terminated, all accounts shall be returned to SDCL regardless of payments or arrangements made on accounts.

5.7. Reporting - Contractor shall provide the following reports to SDCL:

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

• 5.7.1. A Daily Report containing:

o 5.7.1.1 Acknowledgement on all electronically submitted accounts, through Secure File Transfer Protocol (SFTP), verifying that the information sent by SDCL was received.

• 5.7.2. Monthly reports to be submitted within ten calendar days of the first of the month. Monthly report(s) shall contain:

o 5.7.2.1 A summary of SDCL transactions that details for each customer the value of materials returned, money received, charges waived by library staff, and any outstanding balance. The monthly summary will be derived from the electronic updates of transactions received by the Contractor and may be used to support the monthly invoice.

o 5.7.2.2 A listing of any accounts marked Suspended or Cancelled, and including for which cause (SDCL request, bankruptcy, etc).

o 5.7.2.3 A report, in any format acceptable to SDCL, showing the Contractor completion or termination summary of financial activity for all accounts receivable, identifying the following:

5.7.2.3.1. Original amount referred

5.7.2.3 2. Total adjustments

5.7.2.3.3. Total payments

5.7.2.3.4. Ending balance

5.7.2.3.5. Demographic data to include:

• 5.7.2.3.5.1. Customer's name

• 5.7.2.3.5.2. Customer's last known address

• 5.7.2.3.5.3. Customer's last known phone number

• 5.7.2.3.5.4. Customer's last known email address o 5.7.2.4 A Contract completion or termination report of accounts receivable returned to the Library by the Contractor which shall balance with the last monthly receivable report provided by the Contractor.

o 5.7.2.5 Usage statistics of chat and call center services, to include the following:

5.7.2.5.1. Call Center

• 5.7.2.5.1.1. Total number of calls

• 5.7.2.5.1.2. Total number of minutes

• 5.7.2.5.1.3. Total number of calls by category

• 5.7.2.5.1.4. Total number of calls by time of day

• 5.7.2.5.1.5. Average call answer time

• 5.7.2.5.1.6. Average call time

5.7.2.5.2. Chat Service

• 5.7.2.5.2.1. Total number of chats

• 5.7.2.5.2.2. Total number of minutes

• 5.7.2.5.2.3. Total number of chats by category

• 5.7.2.5.2.4. Total number of chats by time of day

• 5.7.2.5.2.5. Average chat time

• 5.7.3 Contingent reports, to be submitted at a frequency determined by SDCL or upon business need, including:

o 5.7.3.1 Report of any new addresses acquired, cross-referenced with a SDCL customer account number, within 2 business days of receipt of update by Contractor.

• 5.7.4 Any additional reports SDCL may identify and deem necessary. The report format (.CSV or Excel) and submission deadline will be mutually agreed upon prior to implementation.

5.8. Expiration or Termination of Contract

• 5.8.1. The Contractor shall relinquish duties and return of accounts to SDCL or to a subsequent Contractor selected by the

County of San Diego.

o 5.8.1.1. Transmission shall be scheduled to provide for the orderly transition of business and to prevent the disruption of service.

• 5.8.2. The contractor shall:

o 5.8.2.1. Provide a thirty (30) day closeout period in which to return all SDCL materials. Final payment, if any, will be made after materials have been validated and accepted by the SDCL. Return of the receivables will be in a mutually agreed upon medium.

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

o 5.8.2.2. Return all accounts to the SDCL regardless of payment or arrangements made on the accounts.

o 5.8.2.3. Maintain all contracted services and shall continue normal payment remittance and scheduled update reports during the validation and acceptance period.

o 5.8.2.4. Prepare and mail written notification to all customers that accounts will be returned to the SDCL, or to the

SDCL’s designated representative, and no longer collected by the contractor.

o 5.8.2.5. Forward to the SDCL all phone calls, correspondence, and payments related to the accounts returned to the

SDCL, or to SDCL’s designated representative, for thirty (30) days after the closeout period.

6. BILLING AND INVOICING

6.1.1. The Contractor shall submit monthly invoices to SDCL.

6.1.2. Invoices will be billed in arrears.

6.1.3. The invoice shall describe the updates extracted (on a daily basis) for the month, by the Contractor from the Library' s Integrated Library System (ILS), and itemizing the per chat/per call rate applied.

• 6.1.3.1. Collections o 6.1.3.1.1. New placements/referrals.

o 6.1.3.1.2. Pre-collection notices: Overdue, Billed, and Holds.

• 6.1.3.2. Call Center o 6.1.3.2.1. Total number of calls

• 6.1.3.3. Chat Service o 6.1.3.3.1. Total number of chats

6.1.4. The contractor will include any additional information that SDCL may identify and deem necessary on invoices.

7. COUNTY SUPPORT:

7.1. SDCL will provide customer information when submitting accounts and providing weekly updates via ILS.

• 7.1.1. Information to the Contractor will be submitted electronically via the ILS using the standard collection formats such as, but not limited to, SFTP.

• 7.1.2. The standard ILS report currently provides the following customer information but not limited to:

o 7.1.2.1. Name o 7.1.2.2. Address o 7.1.2.3. Phone number o 7.1.2.4. Email o 7.1.2.5. Borrower status o 7.1.2.6. Date of last transaction o 7.1.2.7. Outstanding balance.

• 7.1.3. Updates on all submitted accounts will be transmitted electronically daily by the Contractor showing changes in customer status, fines paid, materials returned, and remaining balance.

7.2. The Contractor shall accept automated customer reports and updated information in the form of electronic data transfer from the

ILS.

• 7.2.1. Contractor shall work with the SDCL and its software vendor to ensure accurate and timely transmission of data.

• 7.2.2. SDCL reserves the right to have any account recalled at its discretion.

8. Technology Requirements

8.1. Single Sign-On (SSO) Requirement

8.1.1. The contractor shall implement SSO for all staff web-based applications at no cost to SDCL.

8.1.2. SSO must support industry-standard protocols such as SAML 2.0 or OAuth 2.0 and integrate with the County of San Diego’s identity provider (e.g., Azure Active Directory).

8.1.3. Authentication shall enforce multi-factor authentication (MFA) where required by County policy.

8.1.4. Individual logins must be provisioned and de-provisioned automatically based on County directory services.

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

8.2. Accessibility Compliance – Web Content Accessibility Guidelines (WCAG 2.1 AA)

8.2.1. All web-based platforms, courses, and recruitment sites provided under this agreement shall comply with WCAG 2.1 Level AA, or any future WCAGs required by state or federal law.

8.2.2. Compliance includes, but is not limited to:

8.2.2.1. Keyboard navigation for all interactive elements.

8.2.2.2. Screen reader compatibility for all content and forms.

8.2.2.3. Color contrast ratios meeting WCAG 2.1 AA standards.

8.2.2.4. Captions and transcripts for all video and audio content.

8.2.3. Contractor shall provide conformance documentation (e.g., Voluntary Product Accessibility Template (VPAT) or accessibility statement) upon request.

8.2.4. Contractor shall remediate any accessibility issues identified by the County within agreed Service Level Agreements (SLAs).

AS-NEEDED COLLECTIONS, CHAT, AND CALL CENTER SERVICES

F. PAYMENT SCHEDULE

1. CHAT SERVICE

2. CALL CENTER

Contract Term Months per Term Price Per Contact Not to exceed Amount Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

12 $ $

Total For All Five Years

Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

3. PRE-COLLECTIONS

Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

4. COLLECTIONS

Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

5. CHAT SERVICE (additional SMS/Text-message to chat option)

Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

6. CHAT SERVICE (Automated FAQ interactions)

Per Year

Initial Term 1/01/27 – 12/31/27

12 $ $

First Option Period 1/01/28 – 12/31/28

12 $ $

Second Option Period 1/01/29 – 12/31/29

12 $ $

Third Option Period 1/01/30 – 12/31/30

12 $ $

Fourth Option Period 1/01/31 – 12/31/31

7. Annual Totals for Tables 1-6.

Contract Term Total for All Categories

Initial Term 1/01/27 – 12/31/27

First Option Period 1/01/28 – 12/31/28

Second Option Period 1/01/29 – 12/31/29

Third Option Period 1/01/30 – 12/31/30

Fourth Option Period 1/01/31 – 12/31/31

TOTAL CONTRACT AMOUNT

G. DRAFT AGREEMENT

The County’s contract with the successful Offeror(s) will be based upon the following Draft Agreement, structured as follows:

The County’s contract with the successful Offeror(s) will be based upon the draft Agreement posted to BuyNet (as a file named rfq_13211_draft_agreement.docx), structured as follows:

Draft Agreement Exhibit A – Statement of Work Exhibit B – Insurance Requirements Exhibit C – Payment Schedule

Exhibits A (Statement of Work) and C (Payment Schedule) will be added during contract finalization. Offerors will be deemed to have accepted the Draft Agreement and Statement of Work, except where Offeror has taken clear exception in its quote in accordance with and when provided for in the Submittal Items.

EXHIBIT B – INSURANCE REQUIREMENTS

INSURANCE REQUIREMENTS FOR CONTRACTORS

Without limiting Contractor’s indemnification obligations to County, Contractor shall provide at its sole expense and maintain for the duration of this contract, or as may be further required herein, insurance against claims for injuries to persons or damages to property which may arise from or in connection with the performance of the work hereunder and the results of the work by the Contractor, his agents, representatives, employees or subcontractors.

1. Minimum Scope and Limit of Insurance Coverage shall be at least as broad as:

A. Commercial General Liability (CGL): Insurance Services Office Form CG 00 01 covering CGL on an “occurrence” basis, including products and completed operations, property damage, bodily injury and personal & advertising injury with limits no less than $2,000,000 per occurrence. If a general aggregate limit applies, either the general aggregate limit shall apply separately to this project/location (ISO CG 25 03 or 25 04) or the general aggregate limit shall be twice the required occurrence limit ($4,000,000).

B. Automobile Liability covering all owned, non owned, hired auto Insurance Services Office form CA0001, with limit no less than $1,000,000 each accident for bodily injury and property damage.

C. Workers’ Compensation, as required by State of California and Employer’s Liability Insurance, with limits no less than $1,000,000 each accident for bodily injury or disease. Coverage shall include waiver of subrogation endorsement in favor of County of San Diego.

D. Professional Liability (Errors & Omissions) appropriate to the professional services provided by Contractor under this contract, with limit no less than $2,000,000 per occurrence or claim, $2,000,000 aggregate.

E. Cyber/Information Security Liability $2,000,000 per claim with an aggregate limit of not less than $2,000,000. Coverage shall be sufficiently broad to respond to the duties and obligations as is undertaken by Contractor in this agreement and shall include, but not be limited to, claims involving security breach, system failure, data recovery, business interruption, cyber extortion, social engineering, infringement of intellectual property, including but not limited to infringement of copyright, trademark, trade dress, invasion of privacy violations, information theft, damage to or destruction of electronic information, release of private information, and alteration of electronic information. or provide unauthorized access of either electronic or non-electronic data, including publicizing confidential electronic or non-electronic data; transfer of computer virus, Trojan horse, worms or any other type of malicious or damaging code; and for Third-Party Liability encompassing judgments or settlement and defense costs arising out of litigation due to a data breach and data breach response costs for customer notification and credit monitoring service fees.

If the contractor maintains broader coverage and/or higher limits than the minimums shown above, the County requires and shall be entitled to the broader coverage and/or higher limits maintained by the Contractor. Any available insurance proceeds in excess of the specified minimum limits and coverage stated above, shall also be available to the County of San Diego.

2. Self-Insured Retentions Self-insured retentions must be declared to and approved County Risk Management. County may require the Contractor to purchase coverage with a lower retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention. The policy language shall provide, or be endorsed to provide, that the self-insured retention may be satisfied by either the named insured or County. Any and all deductibles and SIRs shall be the sole responsibility of Contractor or subcontractor who procured such insurance and shall not apply to the Indemnified Additional Insured Parties. County may deduct from any amounts otherwise due Contractor to fund the SIR/deductible. Policies shall NOT contain any self-insured retention (SIR) provision that limits the satisfaction of the SIR to the Named. The policy must also provide that Defense costs, including the Allocated Loss Adjustment Expenses, will satisfy the SIR or deductible. County reserves the right to obtain a copy of any policies and endorsements for verification.

3. Other Insurance…