Third Party Call Center RFP.pdf

REQUEST FOR PROPOSAL

FOR

THIRD PARTY CALL CENTER SERIVCE

Release Date: 12/30/2022 Mandatory Pre-proposal Meeting Date: 1/10/2023 @ 10 A.M.

Question Due Date: 1/16/2023 @ 10 A.M.

Answers to Questions Available: 1/17/2023 @ 3 P.M.

RFP Due Date: 1/23/2023 @ 12 P.M.

For additional information, please contact:

Armando Arzate

Armando.Arzate@lbwater.org

(562) 570-2406

See Page 6, for instructions on submitting proposals.

Company Name __________________________________ Contact Person ___________________________

Address _________________________________ City _______________ State _______ Zip _____________

Telephone (____) _______________ Fax (____) __________ Federal Tax ID No. ________________________

Email Address: ____________________________________________________________________________

Prices contained in this proposal are subject to acceptance within __________ calendar days.

I have read, understand, and agree to all terms and conditions herein.

Date ____________________________________________________________________________________

Signed __________________________________________________________________________________

Print Name & Title _________________________________________________________________________

Contents

1. ACRONYMS/ DEFINITIONS

2. SUBMITTAL INSTRUCTIONS

3. BACKGROUND

4. SCOPE OF WORK

5. RESPONSE REQUIREMENTS

A. Executive Summary Letter B. Validity of Proposal C. Statement of Compliance

D. Certificate of Insurance E. References F. Primary Proposer Information G. Staffing and Key Personnel

H. Experience I. Subconsultant/ subcontractor

J. Methodology K. LBU Supplied Items/Services L. Reasonableness of cost

M. Financial Information

6. EVALUATION CRITERIA

A. Proposer/Staff Expertise & Experience:

B. Past Performance:

C. Work Methodology:

D. Reasonableness of cost:

7. EVALUATION PROCESS

8. NEGOTIATIONS

9. BASIS OF AWARD

10. PROPOSER REPRESENTATION

11. COMMENCEMENT OF SERVICES

12. PROPOSER ORIENTATION MEETING

13. QUALIFICATIONS OF PROPOSERS

14. TERM OF AGREEMENT

15. LEGAL DISCLOSURE

16. CONFLICT OF INTEREST

17. ADDENDUM (IF APPLICABLE)

18. FUTURE AMENDMENTS

19. LICENSE

20. BUSINESS LICENSE

21. COST

22. BILLING & INVOICING

23. RIGHTS IN TECHNICAL DATA

24. OWNERSHIP OF REPORTS AND DOCUMENTS

25. CONTRACTOR’s ONSITE PERSONNEL

26. SAFETY

27. DAMAGE CAUSED BY CONTRACTOR/ EXISITING FACILITIES AND STRUCTURE

28. DEFAULT BY CONTRACTOR

29. CHANGES IN SERVICE / ADDITIONAL WORK

30. OTHER CONTRACTS

31. ATTORNEY FEES AND COST

32. WAIVER

33. ADDITIONAL REQUIREMENTS FROM FUNDING SOURCE

34. PUBLIC WORKS AND PREVAILING WAGES

35. TERMS, CONDITIONS AND EXCEPTIONS

ATTACHMENT I: CERTIFICATION OF COMPLIANCE WITH TERMS AND CONDITIONS

ATTACHMENT II: STATEMENT OF NON-COLLUSION

EXHIBIT A: REASONABLENESS OF COST AND FEE SCHEDULE

EXHIBIT B: EQUAL BENEFITS ORDINANCE

EXHIBIT C: CITY’S POLICY FOR MINORITY AND WOMEN-OWNED BUSINESS

EXHIBIT D: PROTEST PROCEDURES

EXHIBIT E: DEBARMENT, SUSPENSION, INELIGIBILITY AND VOLUNTARY EXCLUSION CERTIFICATION

EXHIBIT F: SECRETARY OF STATE CERTIFICATION

EXHIBIT G: RFP CHECKLIST

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1. ACRONYMS/ DEFINITIONS

For the purposes of this RFP, the following acronyms/definitions shall be used:

Agreement/ Contract

Contract specifying the terms and conditions and defining the scope of services to be performed by the Proposer for a specific project, or on a continuing on-call basis.

City The City of Long Beach and any department or agency identified herein.

LBU/ Owner/ Department

Long Beach Utilities

Evaluation Committee

An independent committee comprised solely of representatives of the City established to review proposals submitted in response to this RFP, score the proposals, and select a Proposer.

May Indicates something that is not mandatory, but permissible.

NTP Notice to Proceed.

OSHA Occupational Safety and Health Administration

PE

Proposer

Performance Evaluation

Organization/individual submitting a proposal in response to this RFP

RFP Request for Proposal

Shall/Must A mandatory requirement. Failure to meet a mandatory requirement may result in the rejection of a proposal as non-responsive.

Should Something that is recommended, but not mandatory. If the Proposer fails to provide recommended information, the City may, at its sole option, ask the Proposer to provide the information or evaluate the proposal without the information.

Standard Relevant standards set forth to ensure best practice and compliance with any and all professional organizations and regulatory agencies

Subconsultant/

Subcontractor

A third party not directly employed by the Proposer who shall be provide services identified in this RFP.

Vendor Organization/individual submitting a proposal in response to this RFP.

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2. SUBMITTAL INSTRUCTIONS

2.1 Proposals are invited by the Long Beach Utilities (LBU) to provide a Third Party Call Center Service to the LBU in accordance with the Request for Proposal.

Request for proposal is available online via the City’s Long Beach buys portal at https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml and via email request to armando.arzate@lbwater.org.

All inquiries regarding this RFP must be submitted in writing via email to Armando.Arzate@lbwater.org by 10:00 AM on Monday, January 16, 2023 listed on section

2.2. Responses to the questions shall be posted on the City’s Long Beach Buys portal, https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml under the RFP title. All Proposers are recommended to visit the abovementioned website on a regular basis as the responses may be posted earlier than the deadline posted in the timeline below.

LBU shall not be responsible for or bound by: (1) any oral communication or (2) any other information or contact that occurs outside the official communication process specified herein, unless confirmed in writing by the Department Contact.

2.2 RFP Timeline (times indicated are Pacific Time)

TASK DATE/TIME

Mandatory Preproposal meeting and site visit 01/10/2023 @ 10:00 AM

Deadline for submitting questions 01/16/2023 @ 10:00 AM

Answers to all questions submitted available 01/17/2023 @ 3:00 PM

Deadline for submission of proposals 01/23/2023 @ 12:00 PM

NOTE: These dates represent a tentative schedule of events. Long Beach Utilities reserves the right to modify these dates at any time, with appropriate notice to prospective Proposers.

Proposal shall be submitted electronically via the City’s Long Beach Buys portal, available at https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml. All required sections of the proposal must be submitted via the Long Beach Buys portal. Vendors must be registered with Long Beach Buys in order to submit a proposal. Registration can be complete at https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml.

Late proposals, or proposals submitted through other channels shall not be accepted. Proposers are solely responsible for submitting their electronic proposal completely and on time. The City’s Long Beach Buys portal shall not accept late proposal and https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml mailto:armando.arzate@lbwater.org https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml

Third Party Call Center Service Page 7 no exceptions shall be made. Proposers shall be receive an e-bid confirmation number with a time stamp from Long Beach Buys indicating that their proposal was submitted successfully.

LBU shall be only receive proposals that were transmitted successfully.

Electronic Proposal must be received by 12:00 PM Pacific Time, January 23, 2023. Proposal not submitted by the specified date and time WILL NOT BE ACCEPTED. Proposal may submit their proposal any time prior to the above stated deadline.

City of Long Beach Board of Public Utilities Commissioners has the right to reject all bids.

Notice of Intent to Award shall be posted on Long Beach Buys under the bid invitation once a vendor has been selected.

Technical support for Long Beach Buys is available by email at LBPurchasing@longbeach.gov, or by phone at (562) 570-6200 during normal business hours (8am-5pm PT Monday through Friday) or by submitting an Issue Reporting Form which can be completed at the following link https://forms.office.com/Pages/ResponsePage.aspx?id=wxE_MWhCak-NO8fmUBg-eJhZqE0zY4JHucmtLMnWlxRUMzlJTVpROTNONUpZQ0tPMzVIQU5WQkk2Uy4u&wdLOR =c713C83D7-4896-4449-9834-FB4A3401C10C.

Note: Electronic Proposals are sealed and cannot be viewed by the City until the deadline date and time. If you need to withdraw your proposal, you may do so any time before the proposal deadline, by going back into the City’s Long Beach Buys portal and selecting “withdraw”.

2.3 Mandatory Pre-Proposal Meeting

A mandatory pre-proposal meeting is scheduled for Tuesday, January 10, 2023 at 10:00 A.M.

at 2400 E. Spring St., Long Beach, CA 90806. It is recommended that Contractors bring a copy of the RFP document to this meeting, as no copies shall be available. Public Parking is available at 2400 E. Spring St., Long Beach, CA 90806. Meeting participants are required to sign in and provide a business card upon arrival at the meeting room. A copy of the sign-in sheet and responses to questions shall be posted on the City’s Long Beach Buys portal, under the RFP title. Attendance is mandatory, no exceptions. Proposals from Contractors who do not attend the meeting shall not be accepted and shall be returned to Proposer.

All personnel attending the preproposal meeting shall possess a valid government-issued photo identification card and shall not pose a security risk to LBU.

mailto:LBPurchasing@longbeach.gov https://forms.office.com/Pages/ResponsePage.aspx?id=wxE_MWhCak-NO8fmUBg-eJhZqE0zY4JHucmtLMnWlxRUMzlJTVpROTNONUpZQ0tPMzVIQU5WQkk2Uy4u&wdLOR=c713C83D7-4896-4449-9834-FB4A3401C10C https://forms.office.com/Pages/ResponsePage.aspx?id=wxE_MWhCak-NO8fmUBg-eJhZqE0zY4JHucmtLMnWlxRUMzlJTVpROTNONUpZQ0tPMzVIQU5WQkk2Uy4u&wdLOR=c713C83D7-4896-4449-9834-FB4A3401C10C https://forms.office.com/Pages/ResponsePage.aspx?id=wxE_MWhCak-NO8fmUBg-eJhZqE0zY4JHucmtLMnWlxRUMzlJTVpROTNONUpZQ0tPMzVIQU5WQkk2Uy4u&wdLOR=c713C83D7-4896-4449-9834-FB4A3401C10C

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2.4 Proposals must be received by 12:00 P.M., Pacific Standard Time, on Monday, January 23, 2023. Proposals that are not submitted by the specified date and time WILL NOT BE ACCEPTED AND NO EXCEPTIONS SHALL BE MADE. Proposers may submit their proposal any time prior to the above stated deadline. Facsimile, email, or mailed bids WILL NOT be considered and be rejected and returned to the vendor.

2.5 Proposals shall be presented in a format that corresponds to and references sections outlined below and presented in the same order. Responses to each section and subsection should be labeled to indicate which item is being addressed.

2.6 Proposals shall be prepared in such a way as to provide a straightforward, concise delineation of capabilities to satisfy the requirements of this RFP. Responses to each section and subsection should be labeled so as to indicate which item is being addressed.

2.7 Emphasis should be concentrated on conformance to the RFP instructions, responsiveness to the RFP requirements, and on completeness and clarity of content.

2.8 Descriptions on how any and all equipment and/or services shall be used to meet the requirements of this RFP shall be given in detail along with any additional information documents that are appropriately marked.

2.9 Proposals must be signed by the individual(s) legally authorized to bind the Proposer.

Proposers shall complete the cover page of the RFP document, sign in ink, and submit with the

RFP.

2.10 If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the proposal and specific references made to the tab, page, section and/or paragraph where the supplemental information can be found.

2.11 Proposals shall be submitted in two (2) distinct parts - the narrative/technical proposal and the cost proposal. The narrative/technical proposal must not include cost and pricing information. The narrative/technical proposal shall be reviewed first and then the Reasonableness of cost. Therefore, each part should be separate, but submitted together.

2.12 Proposers are encouraged to carefully review this RFP, particularly to the “Response

Requirements” listed in Section 5, prior to preparation of the proposal.

2.13 LBU reserves the right to reject any or all proposals or select the proposal most advantageous to LBU and reserves the right to verify all information submitted in the proposal.

2.14 LBU reserves the right to amend the RFP or issue to all Proposers a Notice of Amendment to address questions for clarification.

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2.15 Proposer may modify or amend its proposal only if LBU receives the amendment prior to the deadline stated herein for receiving proposals.

2.16 If Proposer forms a joint venture, a copy of the joint venture agreement shall be requested if

Proposer is selected for award. Do not submit the joint venture agreement with the proposal.

2.17 A proposal may be considered non-responsive if conditional, incomplete, or if it contains alterations of form, additions not called for, or other irregularities that may constitute a material change to the proposal. Proposer shall carefully follow the instructions under “Response Requirements” when preparing their proposal for submission.

2.18 Upon award of contract, Proposer shall be required to submit insurance according to the guidelines and requirements listed below:

2.18.1 If at any time during the progress of the Work, Proposer shall allow any indebtedness to accrue for labor, equipment, or materials, or which may become a claim against LBU, Proposer shall immediately upon request from the LBU pay such claim or indebtedness or cause such lien to be dissolved and discharged by giving a bond or otherwise and, in case of his failure so to do, LBU may withhold any money due Proposer until such claim or indebtedness is paid or may apply such money toward the discharge thereof; or, in such event LBU may at its option declare this Contract to be terminated; take possession and control of the Work and complete the same or cause the same to be completed according to the specifications. Proposer shall pay to LBU the difference between the Contract price and the actual cost to LBU in completing or causing the Work to be completed.

2.18.2 Proposer shall carry on the Work at its own risk until the same is fully completed and accepted and shall, in case of any accident, destruction, or injury to the Work or materials before its final completion and acceptance, repair, or replace the Work or materials so injured, damaged, and destroyed, at his own expense and to the satisfaction of LBU. When materials and equipment are furnished by others for installation or erection by Proposer, Proposer shall receive, unload, store, and handle same at the Site and become responsible as though such materials and equipment were being furnished by Proposer under the Contract.

2.18.3 Proposer shall procure and maintain at Proposer’s expense for the duration of the

Contract the following insurance against claims for injuries to persons or damage to property that may arise from or in connection with the performance of the Contract by Proposer, its agents, representatives, employees or subconsultant/ subcontractor:

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• Comprehensive General Liability: $1,000,000 combined single limit for each occurrence or $2,000,000 General Aggregate for bodily injury, personal injury, and property damage, including products and completed operations coverage.

• City of Long Beach Board of Public Utilities Commissioners, its officials, employees and agents shall be named as additional insureds as respects: liability arising out of activities performed by or on behalf of Proposer; products and completed operations of Proposer; and premises owned, leased or used by Proposer.

1. Automobile Liability: $500,000 combined single limit per accident for bodily injury and property damage covering owned, non-owned and hired vehicles.

2. Workers’ Compensation as required by the California Labor Code and Employers Liability limits of $1,000,000 per accident.

• Any self-insurance program and self-insured retention must be separately approved in writing by LBU.

• Each insurance policy shall be endorsed to state that coverage shall not be cancelled by either party or reduced in coverage except after thirty (30) days prior written notice to LBU.

• Proposer shall maintain at its expense, until completion of performance and acceptance by City, from an insurer:

1. Admitted (licensed) in the State of California with a current financial responsibility rating of A (Excellent) or better and a current financial size category (FSC) of V (capital surplus and conditional surplus funds of greater than $10 million) or greater rating as reported by A.M. Best Company or equivalent, unless waived in writing by City’s Risk Manager, or

2. Non-admitted in the State of California with a current financial responsibility rating of A (Excellent) or better and a current financial size category (FSC) of VIII (capital surplus and conditional surplus funds of greater than $100 million) or greater rating as reported by A.M. Best Company or equivalent, unless waived in writing by City’s Risk Manager.

• All coverages for subconsultant/ subcontractor shall be subject to the requirements stated herein and shall be maintained at no expense to LBU.

• Proposer shall furnish LBU with certificates of insurance and original endorsements providing coverage as required above. The certificates and endorsements for each insurance policy are to be signed by a person authorized by that insurer to bind coverage on its behalf.

• Before any of Proposer’s or subconsultant/ subcontractor’s employees shall do any Work on LBU’s property, Proposer shall furnish LBU with the required

Third Party Call Center Service Page 11 certificates evidencing that such insurance is being maintained. Such certificates shall specify the date when such insurance expires. Such insurance shall be maintained until after the Work under the Contract has been completed and accepted.

• Such insurance as required herein or in any other documents to be considered a part hereof shall not be deemed to limit Proposer’s liability under this Contract.

1. Proposer shall defend, indemnify and hold harmless City of Long Beach

Board of Public Utilities Commissioners, its officials, and employees from and against all liability for claims for bodily injury and property damage arising out of negligent acts, omissions or errors of any employee of Proposer at the Site.

2. Proposer shall list the name and location of the place of business of each subconsultant/ subcontractor who shall be perform work, labor or services for Proposer, or who specially fabricates and installs a portion of the Work or improvement in an amount in excess of one-half of one percent of Proposer’s total contract cost. The subconsultant/ subcontractor list shall be submitted with Proposer’s Bid.

• Pre-contractual expenses are not to be included in the Reasonableness of cost for services. Pre-contractual expenses are defined as expenses incurred by the Proposer in; a) preparing its proposal in response to this RFP; b) submitting that proposal to the LBU; c) negotiating with the LBU any matter related to the Proposer’s proposal; and d) any other expenses incurred by the Proposer prior to the date of award and execution, if any, of the Contract.

2.19 A responsive proposal shall be include the following completed documents. Documents shall be submitted as general attachments to their proposal.

• Narrative/Technical Proposal

• RFP Cover Page, signed in ink, submitted with proposal

• Attachment I – Compliance with the Terms and Conditions of the RFP, signed with any exceptions noted

• Attachment II – Statement of Non-Collusion, signed and dated

• Exhibit A – Reasonableness of cost and Fee Schedule

• Exhibit B – Completed, signed and dated Equal Benefits Ordinance (EBO) Form.

• Exhibit C – City’s Policy for Minority and Women-Owned Businesses

• Exhibit E – Debarment, Suspension, Ineligibility and Voluntary Exclusion Certificate, signed and dated

• Exhibit F – Secretary of State Registration. Proposers must be registered with the California Secretary of State prior to contract execution.

• Addenda (if applicable)

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3. BACKGROUND

3.1 Since March 2020, to provide maximum relief to utility customers impacted by the COVID-19 pandemic, LBU has suspended late fees, service terminations for failure to pay (shutoffs), and collection efforts for its utility customers. Additionally, LBU secured over $3 million in funding from State and Federal programs to financially aid Long Beach utility customers with balances owing on their utility accounts. As these programs sunset, Long Beach Utilities has developed a strategy to continue to support its customers while slowly phasing in the resumption of late fees, shutoffs, and collection efforts.

Long Beach Utilities has continued to suspend late fees, penalties, and shut-offs due to nonpayment for nearly three years as part of its ongoing customer relief efforts.

Long Beach Utilities have been continually provided without interruption, regardless of a customer’s inability to pay for such services. Long Beach Utilities offers extended payment plans to best fit individual customer circumstances. Despite expanded payment plans and various financial relief programs, some customers continue to accrue arrearages.

To avoid recoupment from remaining customers through higher rates, it shall be necessary to resume late fees, service shutoffs, and collections as disincentives for not paying for Long Beach Utilities received. Long Beach Utilities believes the most effective approach to resuming these payment incentives shall be a preemptive customer outreach program to be followed by a phased approach to potential service shutoffs.

LBU seeks assistance through supplementary call center services to maximize assistances to customers at risk of service termination.

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4. SCOPE OF WORK

4.1 Description of Services

Long Beach Utilities is seeking proposals from highly qualified and experienced firms to support customer service calls with select inbound and outbound services related to utility customer arrearage assistance. The selected firm is expected to handle between 12,000 to 15,000 calls per month. Overall, the department’s monthly average call volume in 2022 is 175,000 calls. The goal is to utilize a firm to staff accordingly based upon current business needs of the LBU at any given time.

The following is the minimum services and support to be provided, but not limited to:

• Call Center support to handle approximately 12,000- 15,000 LBU inbound and outbound customer calls per month – specifically inbound/outbound calls shall be primarily advise customers of payment plans.

• Support hours of operations shall be Monday to Friday 7:30 to 4:30 pm Pacific Standard time.

• Support of these calls shall be in English and Spanish.

• Vendor is expected to provide summary and detailed call center performance reporting.

4.2 Term of Contract

The contract period is for six (6) months from the Notice to Proceed. This Contract may be extended by mutual agreement for up to two additional periods of six (6) month each in accordance with terms and conditions stated herein.

4.3 Call Center Operations Details

• Selected Vendor shall be based onshore in the United States.

• Selected Vendor shall be support inbound and outbound customer calls.

• Selected Vendor shall be effectively schedule its staff to provide phone coverage during the LB Utilities normal scheduled break and lunch times.

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4.4 Performance Expectations, Support Staff, and Training Details

4.4.1 Performance Expectations

Prior to contract execution, LBU and selected contractor shall be define performance metrics such as, but not limited to:

• Selected Vendor shall report on call activity on a daily/weekly/monthly/quarterly basis or as requested by LBU staff. Real time online dashboard preferred.

• Adhere to current call center Key Performance Indicators (KPIs) to include Average Handle Time (AHT), Quality Assurance (QA), Productivity, Wrap-up/Call Disposition and any other KPI as determined by the LPU. Current KPIs are as follows:

• Average Handle Time (AHT) is 6 minutes, 41 seconds (0:06:41). This included After Call Work average of 30 seconds (0:00:30).

• Service Level (SVL) target 60/120 (60% of the calls should be answered in 120 seconds or less).

• Schedule Adherence goal of 90% or greater.

• Quality Assurance (QA) goal of 90% or greater.

• Call Abandonment rate not to exceed 5% per day.

• Wrap-up/Call Disposition error rate of 1% or less.

4.4.2 Support Staff Details

• Selected Vendor shall provide a single point of contact named individually as the direct contact for LBU.

• Selected Vendor shall provide a technical point of contact(s) to manage and coordinate all aspects of technology (including but not limited to voice, data, reporting). This contact shall be responsible for all technical communications between LBU and the Selected Vendor.

• Selected Vendor shall provide adequate management staff to support this program including front line agent supervisor. Selected Vendor supervisor shall have a dotted line to LBU Business Operations Manager.

• Selected Vendor’ supervisor shall be readily available during established business hours.

• BPO supervisor shall be assist their staff with escalations and questions in partnership with LBU call center leadership staff. Supervisor shall be expected to conduct 1:1 and team huddles periodically to ensure LBU expectations are reiterated and being met.

• Selected Vendor shall dedicate a trainer to the project who shall be partner with LBU Training team to prepare and deliver Selected Vendor training. Selected Vendor shall seek approval from LBU Training team on any modifications to call guides, processes, and procedures.

• Selected Vendor shall assign adequate Quality Assurance and Workforce Management resources to ensure program is managed to meet established key performance indicators (KPIs).

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4.4.3 Training Details

• It is anticipated that the Selected Vendor training shall be completed within a 2–3-week period. Systems included in training are:

o Oracle’s Customer Care and Billing version 2.7 (CC&B).

o Browser-based Harris SmartWorks for customer gas, water consumption data.

o Cisco (Jabber)

• Selected Vendor is responsible for recruiting and training qualified staff. Invoicing shall begin once hired staff begin to handle LBU customer calls.

• Selected Vendor shall provide qualified training staff to ensure all new hire and ongoing staff training is delivered as needed to support LBU customer calls.

• Selected Vendor shall be partner with LBU Training team to review and prepare training lesson plans and material. Selected Vendor shall utilize LBU training courses, training methodologies, training materials and all support materials currently provided to LBU phone agents. Selected Vendor may create additional material to ensure agent success but shall be seek approval from LBU prior to implementing.

• Selected Vendor shall assess agents by way of testing and side by side observations before recommending moving them to the floor to support LBU customer calls.

• After initial hiring and graduation of agents, Selected Vendor shall be work with LBU Training team to analyze performance and document any training gaps. Selected Vendor is expected to develop and deliver gap training to help improve performance.

• Selected Vendor staff is expected to complete LBU computer and security policy related documents.

4.4.4 Quality Assurance Details

• Selected Vendor shall adhere to LBU call handling processes, job aides, call guides and training material when interacting with LBU customers.

• Selected Vendor may not, without prior approval from LBU Training Team, initiate or implement any process or procedure for customer interactions outside of those documented in LBU job specifics.

• Selected Vendor shall work with LBU Quality Assurance team to develop and implement a plan to achieve and maintain Quality Assurance standards consistent with LBU QA expectations.

• Selected Vendor shall participate in bi-weekly customer call calibration sessions with LBU Operations Management Team.

• Selected Vendor shall follow current LBU Quality Assurance program.

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4.4.5 Existing Technical Environment

LBU existing environment for Call Center Operations include:

• The LBU call center has its calls routed via Cisco UCCX 12.5.1.

o Inbound calls are routed to call center staff utilizing Jabber and staff shall be utilize the soft phone feature via Cisco Finesse.

• Selected Vendor staff shall be set up to use assigned virtual machines which is the preferred method for LBU. Should you choose to propose a different option, clearly indicate that in your response including pros and benefits.

• The selected contract shall supply all labor, tools, equipment, materials and expertise required to effectively manage the contracted work as defined in this Request for Proposal (RFP) and all subsequent addendums and agreements.

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5. RESPONSE REQUIREMENTS

The following information requested shall be used to evaluate the Proposer’s proposal based on the criteria outlined in Section 6 Evaluation Criteria. Additionally, Proposers may be deemed non-responsive, if they do not respond to all items listed in A through M.

Proposals must be prepared simply and economically, providing a straightforward, concise description of methodology and approach to satisfy the requirements of this RFP. Emphasis should be on completeness and clarity of content with sufficient detail to allow for accurate evaluation and comparative analysis.

Proposer’s proposal shall be clear, accurate and comprehensive. Excessive or irrelevant materials shall be not be favorably received.

Proposals shall be bound, with no loose papers. Proposal shall be organized in separate sections tabbed with corresponding numbers and related headings in the order presented below:

A. Executive Summary Letter B. Validity of Proposal C. Statement of Compliance D. Certificate of Insurance E. References F. Primary Proposer Information G. Staffing and Key Personnel H. Experience I. Subconsultant/ subcontractor J. Methodology K. LBU Supplied Items/ Service L. Reasonableness of cost M. Financial Information

A. Executive Summary Letter

This letter shall be a brief formal letter from Proposer that provides information regarding the firm and its ability to perform the requirements of this RFP. Emphasize those aspects of your organization and experiences that distinguish your firm from other firms who may respond to this RFP. The letter must be signed by an individual authorized to bind the proposing entity or by the two corporate officers authorized to bind the proposing entity as set forth in the California Corporations Code, and shall identify all materials and enclosures being forwarded in response to this RFP. An unsigned proposal submission may be grounds for rejection.

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B. Validity of Proposal

Responses to this RFP shall be valid for a minimum of six (6) months. Submissions not valid for at least six (6) months shall be considered non-responsive. The Proposer shall state the length of time for which the submitted proposal shall remain valid.

C. Statement of Compliance

Include in this section either a statement of compliance with all parts of this solicitation (terms and conditions, scope of services, sample agreement, etc.) or a listing of exceptions. The listing of exceptions must include: suggested rewording; reasons for submitting the proposed exception; and any impact the proposed exception may have on the services to be provided, and suggested changes.

D. Certificate of Insurance

Proposer shall state herein the beingness and ability to provide the required insurance coverage and Accord insurance form at the time of award. Insurance requirements are listed in Section 2 herein. LBU shall request the actual Accord insurance form when recommendation for award is made.

E. References

Proposers shall provide a minimum of five (5) references from similar projects performed for state and/or large local government clients within the last five years. Information provided shall include:

1. Client name;

2. Project description;

3. Project dates (starting and ending);

4. Technical environment;

5. Staff assigned to reference engagement that shall be designated for work per this RFP;

6. Client project manager name and telephone number.

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F. Primary Proposer Information

Proposer must provide a company profile. Information provided shall include:

• Company ownership. If incorporated, the state in which the company is incorporated and the date of incorporation. An out-of-state Proposer must register with the State of California Secretary of State before a contract can be executed (https://businesssearch.sos.ca.gov/).

See Exhibit F.

• Location of the company offices.

• Location of the office servicing any California account(s).

• Number of employees both locally and nationally. Specify the number of full time and part-time employees residing in or within close proximity to Long Beach.

• Location(s) from which employees shall be assigned.

• Name, address, and telephone number of the Proposer’s point of contact for a contract resulting from this RFP.

• Company background/history and why Proposer is qualified to provide the services described in this RFP.

• Length of time Proposer has been providing services described in this RFP to the public and/or private sector. Please provide a brief description.

• Resumes for key staff to be responsible for performance of any contract resulting from this

RFP.

G. Staffing and Key Personnel

Provide herein qualifications, experience, technical knowledge, and any required certifications of firm and key personnel. Vendor shall provide herein, the necessary information to demonstrate that the Vendor, or its principals, has been an established provider of a call center.

H. Experience

Provide herein three project summaries that have been completed within the last five (5) years that emphasize those requirements outlined in the scope of work. Include the date, client name, project title, description of work performed, contract period, and financial size.

Identify current or on-going projects.

https://businesssearch.sos.ca.gov/

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I. Subconsultant/ subcontractor

Proposer shall submit herein a list of any subconsultant/ subcontractor they intend to contract with to meet the requirements of this RFP.

Does this proposal include the use of subconsultant/ subcontractor?

Yes ______ No ______ Initials _______

If “Yes”, Proposer must:

1. Identify specific subconsultant/ subcontractor and the specific requirements of this RFP for which each proposed subconsultant/ subcontractor shall be perform services.

2. Provide the same information for any subconsultant/ subcontractor as is indicated in the section F. Primary Proposer Information Section

3. References as specified in Cost Section 21 must also be provided for any proposed subconsultant/ subcontractor.

4. LBU requires that the awarded Proposer provide proof of payment of any subconsultant/ subcontractor used for this project. Proposals shall include a plan by which LBU shall be notified of such payments.

5. Primary Proposer shall not allow any subconsultant/ subcontractor to commence work until all insurance required of subconsultant/ subcontractor is obtained.

6. An official of each proposed subconsultant/ subcontractor must sign and include as part of the proposal submitted in response to this RFP a statement to the effect that the subconsultant/ subcontractor has read and shall be agree to abide by the awarded Proposer’s obligations.

J. Methodology

Proposer shall describe its approach to meeting the RFP’s overall requirements, including Proposer’s internal quality control procedures and policies to monitor performance. Provide a discussion on the approach to the management and integration of all activities required in the scope of work. Include a management plan that includes a discussion of management objectives and techniques employed that demonstrate how the work requirement would be met, and lines of responsibility. Provide a discussion on potential problems, how Proposer shall be respond to the problems, and ways to maximize benefits.

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K. LBU Supplied Items/Services

Proposer shall identify herein any items, services, or requirement necessary for successful completion of this project that LBU must provide for Proposer.

L. Reasonableness of cost

Submit herein Exhibit A, Reasonableness of cost. Proposer need only provide one copy of the Reasonableness of cost. Include the Reasonableness of cost in the proposal. Reasonableness of cost shall be submitted as a general attachment with proposal.

Proposer shall provide pricing for the services on the attached list that may be required during the term of this agreement. In preparing the Reasonableness of cost for this project, the Proposer shall take into consideration Cost Section 21.

M. Financial Information

If selected, Proposer may be requested to submit a complete financial statement for the two most recent years, prepared in accordance with generally accepted accounting principles. The financial statement must include a balance sheet and income statement. Proposer must be prepared to substantiate all information shown. Proposer must indicate herein Contactor’s shall beingness to provide this information.

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6. EVALUATION CRITERIA

Proposals shall be evaluated based on the responses to all questions and requirements in this RFP. The evaluation of a Proposer’s ability to provide the required services shall be based on the written material submitted and any interviews, and presentations may be required of the Proposer. Each proposal shall be competitively evaluated on its strengths and weaknesses against the following criteria listed below in no order of importance.

A. Proposer/Staff Expertise & Experience:

Qualifications, experience, technical knowledge, required certifications, of Proposer and key personnel. Demonstrated experience and successful contract performance as a provider of third party call center services, particularly with public sector clients, including expertise and availability of key personnel, financial stability, etc. (Points: 20 Points)

B. Past Performance:

Client satisfaction with similar services; Response time, problem solving and documented “down” time; Ability to perform successfully on schedule; and History of reasonable and cooperative behavior and overall business-like concern for the interests of the customer. (Points: 20 Points)

The Long Beach Utilities may use past performance information obtained from a variety of sources and not just those contracts identified by the Vendor.

C. Work Methodology:

Demonstrated understanding of requirements, responsiveness, and ability to meet requirements of LBU. Approach to work and resources available. Approach to the management and integration of all activities required in the scope of work. Overall quality of proposal. (Points: 35 Points)

D. Reasonableness of cost:

Demonstrated ability to meet the requirements of the Scope of Work, which shall be evaluated for its competitiveness for providing such services. (Points: 25 Points)

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7. EVALUATION PROCESS

7.1 Proposals shall be reviewed by an evaluation committee to verify compliance with submission instructions, response requirements, and minimum requirements. Any proposal not meeting the minimum requirements may be deemed non-responsive. LBU reserves the right to request clarification of any proposal term from prospective Proposers. During the evaluation process, the evaluation panel may request clarification, as necessary, from Proposers. Proposers should not misconstrue a request for clarification for negotiations.

7.2 LBU may select qualified Proposer(s) based solely on the submitted proposal.

7.3 Following the evaluation of the submitted proposals, a short list of the most qualified Proposers may be developed based on the results of the evaluation. LBU may elect to have the short list of Proposers give oral presentations. Short-listed Proposers must be prepared to give their presentation within three (3) business days of request by LBU. The evaluation panel may ask questions about Proposer’s written proposal and other issues regarding the scope of work. Presentations shall be evaluated, and LBU may ask short-listed firms to submit a “best and final” proposal.

7.4 LBU shall not be obligated to accept the lowest priced or highest scored proposal but shall be make an award in the best interests of LBU after all factors have been evaluated.

7.5 The evaluation panel may select the top-ranked Proposer for negotiations.

7.6 Proposals shall be consistently evaluated based upon the following criteria:

• Demonstrated competence;

• Experience in performance of comparable engagements;

• Reasonableness of cost;

• Expertise and availability of key personnel;

• Financial stability;

• Conformance with the terms of this RFP; and

• Past Performance

7.7 Proposals shall be kept confidential until a contract is awarded.

7.8 LBU reserves the right to request clarification of any proposal term from prospective Proposers.

7.9 LBU may also contact the references provided in response to Section 5; contact any Vendor to clarify any response; contact any current users of a Vendor’s services; solicit information from any available source concerning any aspect of a proposal; and seek and review any other information deemed pertinent to the evaluation process. LBU shall not be obligated to accept the lowest priced proposal, but shall make an award in the best interests of LBU.

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7.10 Selected Proposer(s) shall be notified in writing. Any award is contingent upon the successful negotiation of final contract terms. Negotiations shall be confidential and not subject to disclosure to competing Proposers unless and until an agreement is reached.

If contract negotiations cannot be concluded successfully, LBU reserves the right to negotiate a contract with another Proposer or withdraw the RFP.

7.11 Any contract resulting from this RFP shall not be effective unless and until approved by the City of Long Beach Board of Public Utilities Commissioners.

7.12 LBU reserves the right to award contracts to multiple Vendors.

8. NEGOTIATIONS

Negotiations regarding agreement terms, conditions, scope of work, and pricing may begin at this time. If satisfactory agreement provisions cannot be reached, then negotiations may be terminated. LBU may elect to contact another firm submitting a proposal. This negotiation sequence continues until agreement is reached.

9. BASIS OF AWARD

Any Agreement resulting from this RFP shall be awarded to the Proposer whose proposal is most advantageous to LBU as defined by their total evaluation score, interview results, and the outcome of the final negotiations.

LBU may award a single contract embracing all RFP services or separate contracts each embracing one or more RFP service or include or exclude RFP services from the Contract if LBU believes it is in their best interest.

10. PROPOSER REPRESENTATION

By submitting a proposal, proposer represents that it:

• Has thoroughly examined and become familiar with the RFP.

• Is capable of performing in accordance with the RFP.

• Acknowledges that its RFP is valid for six (6) months and the RFP cannot be withdrawn within that time.

• Has made a personal inspection of each site and the surrounding areas and has evaluated the extent to which the physical condition thereof shall be affect the services to be provided.

• Accepts the premises in their present physical condition, and shall not make any demands upon LBU for any improvements or alterations thereto.

• Acknowledges that the regular completion of services hereunder shall be result in a gradual upgrading of the areas maintained, regardless of the present condition.

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11. COMMENCEMENT OF SERVICES

The services requested in this RFP shall be commence upon issuance of a Notice to Proceed.

12. PROPOSER ORIENTATION MEETING

Awarded Proposer may be required to attend an orientation meeting prior to the commencement of the contract. LBU representatives shall be review the requirements of the Specifications with the Proposer awarded the Contract.

13. QUALIFICATIONS OF PROPOSERS

Proposer shall have a minimum of five (5) consecutive years of recent experience in performing the services described in this Request for Proposals (RFP). The five (5) years shall be measured from the date the RFP is submitted (including the day the RFP is submitted), back through the previous five (5) years. Proposer shall be fully qualified by ability, knowledge, and experience to satisfactorily perform the work required in this RFP and shall be engaged in the business of providing third party call center services by the use of its own trained and qualified employees and equipment, material, and supplies, except as specified in this RFP.

14. TERM OF AGREEMENT

The contract period is for six (6) months from the Notice to Proceed. This Contract may be extended by mutual agreement for up to two additional periods of six (6) month each in accordance with terms and conditions stated herein.

15. LEGAL DISCLOSURE

Proposer shall disclose claims made by it or any of its owners against the LBU, the City or any other public agency over the previous five (5) years and may provide relevant detail regarding each claim. The Proposer shall disclose all pending claims and litigation to which it is a party, including the case number, jurisdiction, and current status of the action.

16. CONFLICT OF INTEREST

Proposer represents and warrants that no City employee whose position in the City enables him/her to influence the award of the Contract or any competing Contract, and no spouse or economic dependent of such employee is or shall be employed in any capacity by the Proposer herein or does or shall have any direct or indirect financial interest in this Contract.

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17. ADDENDUM (IF APPLICABLE)

During the advertising period, an addendum may be issued, which includes changes and/or additions to the original RFP. Proposers shall acknowledge the receipt of the addendum by signing and submitting it with their proposal as a general attachment. Proposers that do not include a signed copy of posted Addendum with their proposal may be deemed non-responsive and their proposal may be rejected. Addendum submittal may not be accepted after the RFP due date.

Addendums shall be posted on the City’s Long Beach Buys portal, https://longbeachbuys.buyspeed.com/bso/view/login/login.xhtml under the RFP number.

18. FUTURE AMENDMENTS

The LBU reserves the right to change any portion of the work required, add/or delete services or amend such other terms and conditions, which may become necessary. Any such revisions shall be accomplished by an amendment to the Contract approved by LBU and executed by the Proposer and LBU.

19. LICENSE

Proposer shall possess all necessary licenses to complete the services. Vendor and/or its subcontractor(s) shall maintain said license during the entire term of the Contract. Where applicable, a copy of the license shall be included with the RFP.

All licenses necessary to perform the installations, maintenance, and repair services shall be secured by proposers at the proposer's own expense. Proposer shall pay all taxes properly assessed against any equipment or property used or required in connection with the performance of industrial electrical services.

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20. BUSINESS LICENSE

The Long Beach Municipal Code (LBMC) requires all businesses operating in the City of Long Beach to pay a business license tax. In some cases, the City may require a regulatory permit and/or evidence of a State or Federal license. Prior to issuing a business license, certain business types shall be require the business license application and/or business location to be reviewed by the Development Services, Fire, Health, and/or Police Departments. For more information, go to www.longbeach.gov/finance/business_license.

In accordance with Municipal Code (Section 3.80.210) a business license is required under the following conditions:

(a) If you are providing a service in Long Beach, CA

(b) If you are providing and delivering a product in Long Beach, CA

For more information, contact the Business License Section at 562-570-6211 or by e-mail to lbbiz@longbeach.gov.

Long Beach Business License Number:

(Only Required Upon Notification of Award)

The undersigned hereby declares that the Proposer has a valid State of California Proposer's License sufficient to qualify as a Proposer in this case and a current City of Long Beach Business License; and shall be obtain all required permits.

A. California Proposer's License No.: ____________________________________

Expires: ___________________________ Classification: ______________________

21. COST

The cost proposal is to be a separate document, but shall be submitted together. The Cost Proposal shall be submitted as a required attachment.

21.1 Proposer shall provide pricing on the attached list for services that may be required during the term of this agreement.

21.2 Pricing must include all labor, equipment, materials, and supplies, in order to fully satisfy the requirements/ Scope of Work of this Request for Proposals.

21.3 Proposers must provide detailed fixed…