RP022-22 Ad2

August 23, 2022

Addendum #2

RP022-22

Provision of a Customer Service Solution Consulting Service(s) Contract

Please see the below summation of questions and answers for the above solicitation.

Clarification The due date has changed. Proposals must be returned in a sealed container marked on the outside with the Request for Proposal number and Company Name. Proposals will be received until 2:50 P.M. local time on September 6, 2022 at the Gwinnett County Financial Services - Purchasing Division – 2nd Floor, 75 Langley Drive, Lawrenceville, Georgia 30046. Any proposal received after this date and time will not be accepted.

Questions Q1. Is there any allotted/desirable budget range?

A1. There is approved funding for this project. Gwinnett County expects each firm to submit a competitive price. Award will be made to the highest scoring firm.

Q2. When/what quarter is the County hoping to kick off this project?

A2. The County intends to award as soon as possible but does not have a set timeframe.

Q3. What is the timeframe for firms to be shortlisted and this request for proposal to be awarded?

A3. The County intends to shortlist as soon as possible but does not have a set timeframe.

Q4. As an end-to-end firm, could we also be considered for submitting on the request for propsoal?

A4. No. It the County’s intention to use one service provider for the evaluation and development of the request for proposal and a different service provider for the implementation of the solution.

Q5. Considering discovery/workshops, are Country employees/stakeholders in person, remote, or hybrid?

A5. Hybrid

Q6. Is the County familiar with/used business Design Thinking before?

A6. Yes. Some employees have experience with Design Thinking.

Q7. Page 2 of request for proposal – Objective - The purpose of this Request for Proposal is to obtain competitive proposals from qualified technical consulting firms capable of providing professional technical consulting services to write a Request for Proposal for an Open-Source Customer Service Solution. Could the County please clarify what they are wanting to accomplish from this solicitation? Does the County want a technical consultant to develop a request for proposal for an open-source customer service solution, or does the County want the consultant to implement the customer service solution?

A7. Through this request for proposal, the County is looking for a technical consultant to develop a request for proposal for an open-source customer service solution, Q8. If the County wants a technical request for proposal developed based on this solicitation, is the successful proponent then barred from submitting on the request for proposal to implement the solution due to a conflict of interest? Or can the successful proponent on this solution also submit on the request for proposal to implement the solution?

A8. Yes. It the County’s intention to use one service provider for the evaluation and development of the request for proposal and a different service provider for the implementation of the solution.

Q9. Would the County consider a 1-week extension to the submission date?

A9. Yes. See clarification above.

Q10. Would the County consider email submissions in place of printed submissions?

RP022-22

Addendum #1

A10. No. Proposals must be submitted as outlined in the request for proposal.

Q11. Would submission of a proposal or selection for award of this request for proposal disqualify the proposer from any future RFPs released by the county, possibly including ones arising from the work done for this project?

A11. Yes. It the County’s intention to use one service provider for the evaluation and development of the request for proposal and a different service provider for the implementation of the solution.

Q12. Is there any possibility a change of scope on this project could include managing or implementing services suggested over the course of the initial contract?

A12. It the County’s intention to use one service provider for the evaluation and development of the request for proposal and a different service provider for the implementation of the solution.

Acknowledge receipt of this addendum on Page 9 of the proposal document.

Sincerely, Dana Garland, CPPB, NIGP-CPP Purchasing Division