Vendor Questions and Answers - B-40976.docx
DOCX document 18 KB Posted
- Attached to
- State Directory Services IFB
- Solicitation number
- 24-448DOIT-ADMIN-B-40976
- Issued by
- St. Clair County, Illinois
About this file
This document is a set of vendor questions and answers (Q&A) related to the State Directory Services IFB 24-448DOIT-ADMIN-B-40976 issued by the State of Illinois. The IFB requires a vendor to provide a fully managed directory assistance and information services function for the State, including staffing, equipment and transport facilities. The bid due date has been extended to April 4th, 2024. There were minor changes made to this IFB compared to the previous year's solicitation, which was re-released due to lack of competitive bids. All questions must be submitted no later than seven (7) days prior to the bid due date, and the State intends to award the contract as soon as the responsive and responsible vendor with the lowest cost is determined. The contract start date will be as soon as an agreement can be reached with the awarded vendor after the contract is awarded and the protest period passes.
Vendors must provide pricing as requested in the IFB with no deviation. The State does not have data on the current vendor's performance, fees, or call volumes, as this information is considered public. The IFB has specific requirements related to call processing capacity and penalties, but does not prescribe metrics for wait times, hold times, or other call center performance measures. Vendors must be able to meet the requirements listed in the IFB, regardless of any previous call center operations.
View the file
Other files
| File | Type | Posted |
|---|---|---|
| Vendor Disclosure - Formerly Forms A - v.23.3~4.docx | DOCX document | |
| IPG Active Registered Vendor Disclosure - Formerly Forms B - v.23.3~2.docx | DOCX document | |
| IFB Document B-40976 State Directory Services .docx | DOCX document |
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Text version
State Directory Services IFB
24-448DOIT-ADMIN-B-40976
Vendor Q & A – Addendum #1
1.Can you please reconfirm the due date for this procurement by providing it in response to answers to questions?
Answer: The bid due date has been extended to April 4th, 2024
2. Why was this procurement re-released and are there are any changes to this one compared to the one from last year?
Answer: The procurement was re-released due to lack of competitive bids. There were minor changes made to this IFB.
3. Is there a deadline for questions?
Answer: All questions must be submitted no later than seven (7) days prior to the bid due date.
4.When is the anticipated award date?
Answer: We intend to award this bid as soon as we evaluate all bids to determine the responsive and responsible Vendor with the lowest cost.
5. When is the anticipated contract start date?
Answer: We intend to start the contract as soon as we can come to an agreement with the awarded vendor after the contract is awarded and after the protest period passes.
6. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?
Answer: Vendors must provide pricing as requested in the IFB with no deviation.
7. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.
Answer: This has no relevance on the ability of vendors to provide a bid for this solicitation.
8. Has the current contract gone full term?
Answer: This is public information. Please refer to P-457, P-41040 in Bidbuy.
9. Have all options to extend the current contract been exercised?
Answer: This is public information. Please refer to P-457, P-41040 in Bidbuy.
10. Who is the incumbent, and how long has the incumbent been providing the requested services?
Answer: This is public information. Please refer to P-457, P-41040 in Bidbuy.
11. How are fees currently being billed by any incumbent(s), by category, and at what rates?
Answer: This is public information. Please refer to P-457, P-41040 in Bidbuy.
12 What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?
Answer: This is public information. Please refer to P-457, P-41040 in BidBuy. Fees paid for P-41040 are publicly available on the Illinois Comptrollers State Contract data base.
13. Is previous experience with any specific customer information systems, phone systems, or software required?
Answer: This is not a requirement listed in this IFB. Vendor must be able to meet the requirements listed in the IFB.
14. What is the minimum required total call capacity?
Answer: There is no minimum required total call capacity listed in this IFB
15. What is the minimum simultaneous inbound call capacity?
Answer: Per Section 1.2 of the IFB, “Vendor shall be able to successfully process up to 25,000 attempts per month and be able to effectively meet the requirements and expectations of the contract --regardless of a potential increase or decrease in actual call volume.” Also, see Penalties under section 1.2.
16. What is the maximum wait time? What is the maximum hold time?
Answer: Neither wait time or hold time are listed requirements in this IFB, and therefore this neither has any relevance on the ability of vendors to provide a bid for this solicitation. Please see Penalties under section 1.2
17. What percentage of inbound calls must be answered by a live operator?
Answer: This is not a requirement listed in this IFB. Vendor must be able to meet the requirements listed in the IFB.
18. What percentage of calls must be resolved without a transfer, second call, or a return call? What is the maximum percentage of calls that can be terminated by the caller without resolution? Is there a minimum or maximum number of operators and supervisors?
Answer: These are not requirements listed in this IFB. Vendor must be able to meet the requirements listed in the IFB.
19. What are the recording and storage requirements for non-phone communications?
Answer: This is not a requirement listed in this IFB. Vendor must be able to meet the requirements listed in the IFB.
20. What information is to be included in call logs?
Answer: Vendor must be able to meet the requirements listed in the IFB.
21. What is the current number of seats for operators and supervisors at your existing call center?
Answer: The existing or previous call center is not relevant for this IFB. Vendor must be able to meet the requirements listed in this IFB.
22. What is the current average wait time for phone calls? What is the current average handle time for phone calls and other types of communications? What is the current average after-call work time for operators?
Answer: Handle times would depend on what the customer is requesting from the Operator. We do not have data regarding average after call work time and average connect time. The State handles approximately 442 calls per month from the 217 area code, 990 from the 312 area code, and call to the Governors office average 192 a month.
23. Over the past year, what is the percentage of calls received in English versus non-English? Over the past year, what percentage of calls received were in Spanish?
Answer: The State does not have this data available. Vendor must be able to meet the requirements listed in the IFB.
24. What time of day, days of the week, or times of the year do calls typically peak?
Answer: The State does not have this data available. Vendor must be able to meet the requirements listed in the IFB.
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