060B5400014 - Call Center Services 2015
Department of Information Technology (DoIT)REQUEST FOR PROPOSALS (RFP)CALL/CONTACT CENTER SERVICES 2015PROJECT NO. 060B5400014Issue Date: June 5, 2015SMALL BUSINESS RESERVE PROCUREMENTNOTICEMinority Business Enterprises Are Encouraged to Respond tothis Solicitation
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014NOTICE TO BIDDERSSMALL BUSINESS RESERVE SOLICITATIONThis is a Small Business Reserve Solicitation for which award will be limited to certified smallbusiness vendors. Only businesses that meet the statutory requirements set forth in State Finance andProcurement Article, §§14-501—14-505, Annotated Code of Maryland, and that are certified by theDepartment of General Services Small Business Reserve Program are eligible for award of a contract.For the purposes of a Small Business Reserve Solicitation, a small business is a for-profit business,other than a broker, that meets the following criteria:A. It is independently owned and operated;B. It is not a subsidiary of another business;C. It is not dominant in its field of operation; andD.1 With respect to employees:(a) Its wholesale operations did not employ more than 50 persons in its most recentlycompleted 3 fiscal years;(b) Its retail operations did not employ more than 25 persons in its most recently completed 3fiscal years;(c) Its manufacturing operations did not employ more than 100 persons in its most recentlycompleted 3 fiscal years;(d) Its service operations did not employ more than 100 persons in its most recently completed3 fiscal years;(e) Its construction operations did not employ more than 50 persons in its most recentlycompleted 3 fiscal years; and(f) The architectural and engineering services of the business did not employ more than 100persons in its most recently completed 3 fiscal years; andD.2 With respect to gross sales:(a) The gross sales of its wholesale operations did not exceed an average of 4,000,000 in itsmost recently completed 3 fiscal years;(b) The gross sales of its retail operations did not exceed an average of 3,000,000 in its mostrecently completed 3 fiscal years;(c) The gross sales of its manufacturing operations did not exceed an average of 2,000,000 inits most recently completed 3 fiscal years;(d) The gross sales of its service operations did not exceed an average of 10,000,000 in itsmost recently completed 3 fiscal years;(e) The gross sales of its construction operations did not exceed an average of 7,000,000 in itsmost recently completed 3 fiscal years; and(f) The gross sales of its architectural and engineering operations did not exceed an average of 4,500,000 in its most recently completed 3 fiscal years.RFP for the Department of Information TechnologyPage 2
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014Note: If a business has not existed for 3 years, the employment and gross sales average or averagesshall be the average for each year or part of a year during which the business has been in existence.Further information on the certification process is available at eMaryland Marketplace.RFP for the Department of Information TechnologyPage 3
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014TABLE OF CONTENTS1GENERAL INFORMATION . 101.1Summary Statement . 101.2Abbreviations and Definitions . 101.3Contract Type . 141.4Contract Duration . 141.5Procurement Officer . 151.6Contract Manager . 151.7Pre-proposal Conference . 151.8eMaryland Marketplace (eMM) . 151.9Questions . 161.10Procurement Method . 161.11Proposals Due (Closing) Date and Time . 161.12Multiple or Alternate Proposals . 161.13Economy of Preparation . 161.14Public Information Act Notice . 161.15Award Basis . 171.16Oral Presentation . 171.17Duration of Proposal . 171.18Revisions to the RFP . 171.19Cancellations . 181.20Incurred Expenses . 181.21Protest/Disputes . 181.22Offeror Responsibilities . 181.23Substitution of Personnel. 191.24Mandatory Contractual Terms. 221.25Bid/Proposal Affidavit . 221.26Contract Affidavit. 221.27Compliance with Laws/Arrearages . 221.28Verification of Registration and Tax Payment . 221.29False Statements . 231.30Payments by Electronic Funds Transfer . 231.31Prompt Payment Policy . 231.32Electronic Procurements Authorized. 231.33Minority Business Enterprise (MBE) Participation Goal. 25RFP for the Department of Information TechnologyPage 4
CALL/CONTACT CENTER SERVICES1.34Living Wage Requirements . 281.35Federal Funding Acknowledgement . 291.36Conflict of Interest Affidavit and Disclosure . 291.37Non-Disclosure Agreement . 301.38HIPAA - Business Associate Agreement . 301.39Non-Visual Access . 301.40Mercury and Products That Contain Mercury . 311.41Veteran-Owned Small Business Enterprise Goals . 311.42Location of the Performance of Services Disclosure . 311.43Department of Human Resources (DHR) Hiring Agreement . 311.44Purchasing and Recycling Electronic Products . 311.45Contract Extended To Include Other Non-State Governments or Agencies . 312MINIMUM QUALIFICATIONS . 322.13Offeror Minimum Qualifications . 32SCOPE OF WORK . 333.1Background and Purpose . 333.2Agency / Project Background . 333.3General Requirements . 343.4Security Requirements . 453.5Labor Categories and Qualifications. 463.6Performance and Personnel . 463.7Problem Escalation Procedure (PEP) . 473.8Service Level Agreement (SLA). 483.9Deliverables . 513.10Task Order Process . 543.11Insurance Requirements . 563.12Invoicing . 573.13SOC 2 Type II Audit Report . 5945RFP Number 060B5400014PROPOSAL FORMAT . 604.1Two-Part Submission . 604.2Volume I – Technical Proposal . 604.3Volume II – Financial Proposal . 654.4Proposal Packaging . 654.5Proposal Delivery. 66EVALUATION CRITERIA AND PROCEDURE. 68RFP for the Department of Information TechnologyPage 5
CALL/CONTACT CENTER SERVICESRFP Number 060B54000145.1Evaluation Committee. 685.2Technical Proposal Evaluation Criteria . 685.3Financial Proposal Evaluation Criteria . 685.4Reciprocal Preference . 695.5Selection Procedures . 695.6Documents Required upon Notice of Recommended Award . 70Attachment A - CONTRACT . 731.Definitions . 732.Scope of Contract . 743.Period of Performance . 744.Consideration and Payment . 745.Patents, Copyrights, Intellectual Property . 756.Indemnification . 777.Limitations of Liability . 778.Prompt Pay Requirements . 789.Risk of Loss; Transfer of Title. 7810.Source Code Escrow . 7811.Loss of Data . 7812.Markings . 7813.Exclusive Use and Ownership . 7914.Confidentiality . 7915.Parent Company Guarantee (If Applicable). 7916.General Terms and Conditions . 7918.Administrative Information. 88Attachment B - BID/PROPOSAL AFFIDAVIT . 90Attachment C - CONTRACT AFFIDAVIT. 97Attachment D - MINORITY BUSINESS ENTERPRISE FORMS . 101MBE ATTACHMENT D-1A: MBE UTILIZATION AND FAIR SOLICITATION AFFIDAVIT &MBE PARTICIPATION SCHEDULE . 101MBE ATTACHMENT D-1A: MBE UTILIZATION AND FAIR SOLICITATION AFFIDAVIT &MBE PARTICIPATION SCHEDULE . 104MBE ATTACHMENT D-1B WAIVER GUIDANCE . 107MBE ATTACHMENT D-1C . 114MBE ATTACHMENT D- 2 . 118MBE Attachment D-3A . 119MBE Attachment D-3B . 121RFP for the Department of Information TechnologyPage 6
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014MBE ATTACHMENT D-4A MBE Prime Contractor Paid/Unpaid MBE Invoice Report . 123MBE Attachment D-4B MBE Prime Contractor Report . 125MBE D-5 Subcontractor Paid/Unpaid MBE Invoice Report . 126Attachment E - PRE-PROPOSAL CONFERENCE RESPONSE FORM . 127Attachment F - FINANCIAL PROPOSAL PRICING INSTRUCTIONS . 129ATTACHMENT F – PRICE SHEET . 130Attachment G - LIVING WAGE REQUIREMENTS FOR SERVICE CONTRACTS . 131ATTACHMENT G-1 Maryland Living Wage Requirements Affidavit of Agreement . 133Attachment H - FEDERAL FUNDS ATTACHMENT . 135ATTACHMENT H-1. 138ATTACHMENT H-2. 139ATTACHMENT H-3. 141Attachment I -CONFLICT OF INTEREST AFFIDAVIT AND DISCLOSURE . 142Attachment J -NON-DISCLOSURE AGREEMENT (CONTRACTOR) . 143NON-DISCLOSURE AGREEMENT - ATTACHMENT J-1 . 146NON-DISCLOSURE AGREEMENT – ATTACHMENT J-2. 147Attachment K - HIPAA BUSINESS ASSOCIATE AGREEMENT . 148Attachment L - MERCURY AFFIDAVIT. 149Attachment M - VETERAN-OWNED SMALL BUSINESS ENTERPRISE . 150Attachment N - LOCATION OF THE PERFORMANCE OF SERVICES DISCLOSURE . 151Attachment O - DHR HIRING AGREEMENT . 152Attachment P - NON-DISCLOSURE AGREEMENT(OFFEROR) . 153Attachment Q - AGENCY RECEIPT OF DELIVERABLE FORM . 155Attachment R - AGENCY DELIVERABLE PRODUCT ACCEPTANCE FORM . 156Attachment S - SAMPLE TASK ORDER . 157RFP for the Department of Information TechnologyPage 7
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014STATE OF MARYLANDNOTICE TO OFFERORS/BIDDERS/CONTRACTORSMaryland Wants to Do Business with YouPlease let us know why you are not proposing. (Check all that apply). We do not offer the services/commodities requested. Busy with other commitments. Specifications are unclear or too restrictive. Timetable is unworkable. Bonding/Insurance requirements are prohibitive. Our experience with State of Maryland has not been satisfactory. Other (Please specify)Additional Comments:Please add suggestions for improvement here:Name of commenter and Business (optional):Contact Person (optional):Phone ( ) -Bid/proposal Number: 060B5400014 Entitled: Call/Contact Center Services 2015Your comments will help us improve the procurement process.Thank You.Please return your comments with your proposal. If you have chosen not to propose to this RFP, pleasee-mail this completed form to the Procurement Officer’s e-mail address.RFP for the Department of Information TechnologyPage 8
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014STATE OF MARYLANDDepartment of Information Technology (DoIT)RFP KEY INFORMATION SUMMARY SHEETRFP Title:Call/Contact Center Services 2015RFP Number:060B5400014RFP Issuing Department:RFP Issue Date:DoIT45 Calvert StAnnapolis, Maryland 2140106/05/2015Proposals Due Date and Time:06/26/2015 at 12:00 PM Local TimeQuestions Due Date and Time:06/16/2015 at 12:00 PM Local TimeProcurement Officer:Dale EutslerSend Questions to:Phone: (410) 260-7863Fax: (410) 974-5615e-mail: dale.eutsler@maryland.govLew BobbittDoIT Voice ServicesPhone: (410) 260-7554Fax: (410) 974-5615e-mail: lew.bobbitt@maryland.govMaryland DoIT45 Calvert Street, Room 442Annapolis, MD 21401Attention: Dale Eutslere-mail address: dale.eutsler@maryland.govContract TypeIndefinite Quantity Contract with Firm Fixed PricesContract DurationFive (5) years with two (2) one-year option periods & one (1)additional 180-day transition period.MBE Subcontracting Goal:10%VSBE Subcontracting Goal:0%Small Business ReserveYesPre-Proposal Conference:45 Calvert Street, Room 164Annapolis, MD 2140106/12/2015 at 10:00 AM Local TimeSee Attachment E for Directions and Response FormContract Manager:Send Proposals to:RFP for the Department of Information TechnologyPage 9
CALL/CONTACT CENTER SERVICESRFP Number 060B54000141 GENERAL INFORMATION1.1Summary Statement1.1.1 The Department of Information Technology (DoIT or the Department), is issuing thisRequest for Proposals (RFP) to award one statewide contract to procure Call/Contact Centerservices and associated services for participating State agencies (described asRequesting/Billed Agency). It is the State’s intention to obtain products/services, asspecified in this RFP, through a Contract between the successful Offeror and the State. TheContract resulting from this RFP will provide Requesting/Billed Agencies the ability toobtain services by issuing Task Orders specific to that agency’s needs.1.1.2 The anticipated duration of the period of performance under the Contract is a five (5) yearbase period, two (2) one-year renewal option periods, and one (1) additional 180-daytransition period. See Section 1.4 for more information.1.1.3 The Department intends to make a single award as a result of this RFP.1.1.4 Offerors, either directly or through their subcontractor(s), must be able to provide allproducts/services and meet all of the requirements requested in this solicitation. Thesuccessful Offeror (the Contractor) shall remain responsible for Contract performanceregardless of subcontractor participation in the work.1.1.5 Services to be furnished under the Contract will be ordered by the issuance of specific TaskOrders as needed throughout the term of the Contract. Task Orders entered into between theState and the Contractor are subject to the terms of the Contract. A Task Order or Proposalmay not in any way conflict with or supersede the Contract. In the event of such a conflict,the Contract will control.1.1.6 The resulting Contract applies exclusively to all entities of State of Maryland governmentsubject to Section 3A-302(b) of the State Finance and Procurement Article.1.2Abbreviations and DefinitionsFor the purposes of this RFP, the following abbreviations and terms have the meanings indicatedbelow:AgencyThe unit of the Maryland State government procuringequipment and services through the Contract issued as aresult of this RFP, as specified in Section 3A-302(b) ofthe State Finance and Procurement Article.Department of InformationTechnology (DoIT)The unit of the Executive Branch of Maryland Stategovernment issuing the RFP.ACD/Automatic Call DistributorA device that distributes incoming calls to a specificgroup of telephone system CSRs based on customer need.RFP for the Department of Information TechnologyPage 10
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014Automated AttendantA service that enables calls to be answered with arecording and allows automated routing of calls based onmenu-driven digit entry or speech recognition.Business Day(s)Monday through Friday (excluding State holidays).Call Center CustomerAn individual who has interacted with the Call/Contactcenter.Call Center ServicesServices defined generally to include providing allnecessary facilities, equipment, software development,software, circuits, telephone service, ContractorPersonnel, training, setup, testing, and reporting requiredto meet the needs of a Requesting/Billed Agency and asspecifically defined in a Task Order.COMARCode of Maryland Regulations available on-line atwww.dsd.state.md.us.ContractThe Contract awarded to the successful Offeror pursuantto this RFP, the form of which is attached to this RFP asAttachment A.Contractor PersonnelEmployees, CSRs, and subcontractor employees andagents performing work at the direction of the Contractorunder the terms of the Contract awarded from this RFP.Contractor’s Point of Contact (POC)Person designated at the time of contract award by theContractor as the single point of contact for theDepartment with the authority and knowledge to resolvecontract issues.Contract ManagerThe State representative who is primarily responsible forContract administration functions, including issuingwritten direction, invoice approval, monitoring theContract to ensure compliance with the terms andconditions of the Contract, monitoring MBE and VSBEcompliance, and achieving completion of the Contract onbudget, on time, and within scope.ContractorThe successful Offeror awarded the Contract by the State.CSR/Customer ServiceRepresentativeThe Contractor’s representative who handles customercontacts at the Call Center.CTI/Computer Telephony IntegrationCommon name for any technology that allows interactionson a telephone and a computer to be integrated orcoordinated.DGSMaryland Department of General Services.RFP for the Department of Information TechnologyPage 11
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014eMMeMaryland Marketplace.Fixed PriceType of payment for performing under a Task Orderwhereby the exclusive payment to the Contractor forproduct delivered or performance of services is at a firmprice or a price that is subject to contractually specifiedadjustments.Go-Live DateThe date specified in the NTP for work on the project ortask order to begin.IntraflowA call transfer to a destination within the same CallCenter System.InterflowA call transfer to an outside destination via Public SwitchTelephone Network (PSTN) / Time-division Multiplexing(TDM) access for termination to destinations outside theCall Center System.Interactive Voice Response (IVR)A technology that allows a computer to interact withhumans through the use of voice and telephone tonesinput via keypad.Key PersonnelA specific individual proposed in response to this RFP ora Task Order issued under the Contract. May bereferenced as “proposed personnel.”Letter of AuthorizationA document issued by the manufacturer or distributorauthorizing the Offeror / Contractor to sell and/or provideservices for the manufacturer’s product line.Knowledge Transfer PlanA plan developed by the Contractor to transfer knowledgeto an incoming successor contractor that details bothexplicit and passive knowledge of the call center servicesthat have been provided under this Contract.Local TimeTime in the Eastern Time zone as observed by the State ofMaryland. Unless otherwise specified, all stated timesshall be Local Time, even if not expressly designated assuch.Minority Business Enterprise (MBE)A Minority Business Enterprise certified by the MarylandDepartment of Transportation under COMAR 21.11.03.Normal State Business HoursNormal State business hours are 8:00 a.m. – 5:00 p.m.Monday through Friday except State Holidays, which canbe found at: www.dbm.maryland.gov – keyword: StateHolidays.RFP for the Department of Information TechnologyPage 12
CALL/CONTACT CENTER SERVICESRFP Number 060B5400014Notice to Proceed (NTP)A written notice from the Procurement Officer that workon the project or task order shall begin on a specified date.After Contract commencement, additional NTPs may beissued by either the Procurement Officer or the ContractManager regarding the start date for any service includedwithin this solicitation with a delayed or non-specifiedimplementation date.NTP DateThe date specified in an NTP for work on the project orwork order to begin.OfferorAn entity that submits a proposal in response to this RFP.POCPoint of Contact.Procurement OfficerThe State representative who is responsible for theContract, determining scope issues and is the only Staterepresentative that can authorize changes to the Contract.ProposalAs appropriate, either or both an Offeror’s Technical orFinancial Proposal.Request for Proposals (RFP)This Request for Proposals for the Department ofInformation Technology, including any amendments /addenda thereto.Requesting/Billed AgencyAny State executive branch unit under the resultingContract with the State that has ordered services or whosename appears on an invoice.Service ProviderThe entity responsible for directly providing or fulfillingservices awarded under this Contract. The ServiceProvider may be the Contractor or a third-party entity.StateThe State of Maryla
RFP Title: Call/Contact Center Services 2015 RFP Number: 060B5400014 RFP Issuing Department : DoIT 45 Calvert St Annapolis, Maryland 21401 RFP Issue Date: 06/05/2015 Proposals Due Date and Time: 06/26/2015 at 12:00 PM Local Time Questions Due Date and Time: 06/16/2015
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