Provision of a Customer Service Solution Consult

Gwinnett County Board of Commissioners is requesting proposals for customer service solution consulting services to the Department of Financial Services under RFP RP022-22, with proposals due by 2:50 p.m. on August 26, 2022. Firms on the Gwinnett County ineligible source list, or debarred or suspended by any government entity, are ineligible to submit.

The scope requires qualified technical consulting firms to evaluate current customer service operations across all County departments, analyze existing software systems and technical infrastructure, and develop a comprehensive Request for Proposal for an open-source customer service solution. The consulting deliverables include business and technical analysis, requirements gathering, proposal creation, and solicitation and evaluation assistance. The solution must centralize departmental customer engagement into a unified, citizen-centric platform supporting in-person, phone, email, text, and social media communication channels with bi-directional communications, data analytics capabilities, and enhanced transparency for customer status and workflow resolution.

Proposals are evaluated on a 100-point scale (plus an optional 10-point interview component) across three phases. Phase I assesses firm experience and qualifications (35 points), personnel and staffing (10 points), project management capabilities (15 points), technical knowledge (20 points), and references (10 points). Phase II involves opening and scoring sealed cost proposals (10 points) from short-listed firms, with lowest cost receiving highest points. Phase III may include interviews at the County's discretion. Pricing must be submitted separately, broken down by service category, with all overhead, travel, and expenses included as lump sum fees.

Awardees must carry Workers' Compensation, Commercial General Liability ($1,000,000 per occurrence), Auto Liability ($500,000 per occurrence), and Professional Liability ($1,000,000 per claim) insurance with carriers rated A-5 or higher by A.M. Best. The contract is governed by Georgia law and includes termination for cause (10 days' notice) or for convenience (30 days' notice). A mandatory pre-proposal WebEx conference is scheduled for 10:00 a.m. on August 4, 2022. Questions are due by 3:00 p.m. on August 19, 2022. Physical proposals (one original, seven copies, and one electronic copy on flash drive) must be submitted at the Gwinnett County Financial Services Purchasing Division office in Lawrenceville, Georgia.