Recommendation to award PEAS Call Center RFP

The Michigan Department of Environment, Great Lakes, and Energy (EGLE) issued Request for Proposal #190000001368 for telephone answering services for the PEAS Call Center system. The procurement was released on SIGMA VSS on March 13, 2019, with proposals due by April 3, 2019. Five bidders submitted proposals: Allegheny Answering Service, Inc., AMBS Message Center, Inc., Answer Carolina, Inc., McGhee and Associates, LLC, and Exela Technologies, Inc. The evaluation was conducted by a Joint Evaluation Committee using a pass/fail criteria, with Dana Bradt and Lisa VanOstran serving as evaluators. Key evaluation factors included the vendors' ability to meet requirements specified in Schedule A sections, with pricing playing a significant role in the selection process. The RFP sought a vendor capable of providing comprehensive telephone answering services, with specific attention to call handling, response capabilities, and technical requirements.

No Service-Disabled Veteran Owned Businesses (SDVOB) were among the bidders, and no specific set-aside designations were noted in the solicitation. The recommended award goes to Allegheny Answering Service, Inc., which submitted the most competitive pricing at $25.00 monthly with $0.60 per-minute charges for various call types. The proposed contract term is three years, with two additional one-year renewal options available. The total recommended award value is $30,000.00, pending State Administrative Board approval. The procurement appears to be a straightforward call center service contract, focusing on operational efficiency and cost-effectiveness. The contract will require the selected vendor to provide telephone answering services that meet the specific operational needs of the PEAS system, with a clear emphasis on precise call handling and cost-efficient service delivery.