Addendum No. 2~ MAMIBEACH
City of Miami Beach, 17C0 CJnvw+lia•~ Crnte~ Drive; Miami 6eoch. Flc~i:c 33139. wvrw. miamibeuchl~..uo.
PROCUREMENT DIVISION
Tel: 3CSd73Je90 r'ax. 78639de092
December 8, 2008
RE: ADDENDUM NO. 2 TO REQUEST FOR PROPOSALS (RFP) NO. 08-08109
FOR IMPLEMENTAION OF A CALL CENTER FOR THE BUILDING
DEPARTMENT.
In response to questions and requests for additional information received by prospective
Proposers and the Administration's additional review of fhe requirements set forth in the RFP,
the RFP is hereby amended as follow:
I. The sign-in sheet relative to the Pre-Proposal Meeting held on November 25, 2008
has been included as part of this addendum.
II. Questions and Answers
Q#1: Does the City want the offeror to provide the technology AND the staff to run the call
center or just the technology? In other words, does the city expect the offeror to
provide the telephone lines, agents, hardware, etc and does the city plan to OWN the
call center solution or just hire out the operation?
A#1: The City wants to completely outsource these services. The proposer shall
provide the technology, hardware, staff, location and any other necessary
items to provide the services to the City.
Q#2: Could you find out if the call center has to be located in USA or could be located
offshore?
A#2: The call center has to be located in USA.
Q#3: For the Client Performance Survey referenced in Section III of the RFP, how many
clients need to participate?
A#3: Please be advised that the City does not stipulate any specific minimum or
maximum number or performance evaluation surveys to be received. It is
really a decision that the proposer is required to make.
Q#5: Is it possible to be provided with a word document of the RFP?
Please send an a-mail request to mestevez(a~miamibeach.ctov to obtain the MS
Word format of the documents to be submitted with your proposal. The
document is being attached as part of this addendum as well.
RFP No. OB-Q6f09 Call Center
Addendum #2
1218;2008 Page 1 of 11
O#6: Will the City provide the current IVR Scripts for the Building Department permitting
number and the Building Department main number? Are all options provided in
English and Spanish? (Page 6 Sec. I)
Yes. Please send an a-mail request to mestevez(a)miamibeach.gov to obtain
the MS Word format of the documents to be submitted with your proposal. The
document is being attached as part of this addendum as well.
Q#7: What is the approximate time period for implementation of the Pilot Phase? Of the
next phase? (Page 6 Sec. I)
A#7: We will like to implement the pilot phase within 30 to 60 days from the award of
the contract The pilot program that will handle all overnow calls of the
Building Department for a period of four (4) months in an off-site call center.
The second phase will implemented immediately following a successful
completion of the first phase.
It is anticipated that the successful proposer will negotiate with the City for a
term contract with an initial term of three (3j years, with an option to renew for
an additional two (2) one-year extensions at the City's sole discretion.
O#8: Will the County offer any percentage of start up funding to support potential upfront
Pilot costs? (Page 6 Sec. I)
A#8: The Proposers are responsible for determining their pricing strategy. The City
may provide start up funding based on the overall proposal.
Q#9: Please provide a detailed list of reports the City expects to be provided by the
Contractor. Do the current Building Department applications/reports satisfy the
Cities' reporting expectations? What reports are generated currently by what
applications? (Page 13 Sec. II #11)
A#9: The Proposer should present the reports that in their view are going to provide
the best management information. We are depending on the proposers to be
the experts in managing call center and bringing those expertises to the table.
Q#10: Does the City currently track Department Service Levels on work orderlservice
requests/tasks? If so, what application tracks this information? (Page 13 Sec. II)
A#10: The City currently uses the E-Better Places to track service request.
O#11: Will the call center be responsible for taking and processing payments? If so, how
are payments currently processed and how does fhe City expect the payments to be
processed by the call center? (Page 13 Sec. II)
A#11: We have not envisioned the call center accepting payments at this point,
however, the City currently has the ability to receive payments through the
web.
RFP No 08-08109 Implementation of a call center for the building department
Addendum #2
12?8!2008 F age 2 of 13
Q#12: Is the City looking for the creation of a web-based system that can be used by
consumers, the creation of an internal database of municipal resources? Or
both? (Page 13 Sec. II #12)
A#12: The administration needs clarification in order to answer this question.
Q#13: Does the City currently utilize Accela to document work order (service request
resolution? If not, does the City currently utilize a work order/service request system
which documents service resolutions? If so. what is the name of this work
order/service request system? If the City does utilize a work order system. how
many work orders/service requests does the Building Department receive annually?
(Page 14 IT Current Environment Summary)
A#13: No, the City does not use Accela to document work order/service request, this
is currently being done through a-better places. The Building Department has
had a total of 740 requestslcomplaints processed through Better Places from
10-1-07 through 12-2-08. Only two (2) are currently open and 738 have been
closed.
The City will be switching to Web-QA sometime within the next 6 months.
Q#14: Does the City currently utilize a GIS system in accordance with its Building
Department applications? If so, what is this system? (Page 14 IT Current
Environment Summary)
A#14: The permit plus system has links to the City's GIS system. The vendor will not
be accessing the GIS system directly but only through its interfaces with
Permit Plus.
Q#15: Will the City provide the requisite number of licenses needed by the call center to all
of the Building Department applications currently utilized? (Page 14 IT Current
Environment Summary)
A#15: Yes.
Q#16: Will the questions and answers submitted by each Proposer be available to
all Proposers? If so, will they be emailed, faxed or posted to a website?
A#16: Yes, all questions and answers from all prospective proposers will be made
available via addendum to all. Addendums can be retrieved from BidSync
(formerly RFP Depot) and BidNet. In addition, all addendums will be posted in
our website and sent via a-mail to proposers if proposers send a request to
mestevez(a~m iarnibeachfl.gov.
Q#17: What are the current hours of operation? Are the same hours expected for the
proposed overflow call center?
A#17: The Building Department operates between 8:00 am to 5:00 pm Monday thru
Friday. The overflow call center will be expected to operate the same hours
and the base price should reflect this hours. However, we will like to explore
expanding the hours after the completion of the pilot projects.
RFP Np. 08-08109 Implementation of a call center for the bwltlmg department
Addendum p2
72f82D08 Page 3 of 13
Q#18: Since the IVR is accessible 24 hours a day, how are the calls routed after hours?
A#18: The calls are routed to general voice mailboxes.
Gt#19: How many employees currently take phone calls for the Bldg Dept?
A#19: Two (2) clerks are currently answering the calls in the Building Department.
Q# 20: What is the average length/talk time of a call being answered?
A#20: Please see the IVR transcripts.
Q#21: What are the peak times and what volume is seen during these peak times?
A#21: Please see the IVR transcripts.
Q#22: What is the Disaster recovery requirement for the proposed call center? If the call
center were to be inaccessible for whatever reason; how much time is given to the
proposers to recover?
A#22: The proposer should outline their Disaster Recovery Plan and the expected
downtime in the event of an disaster.
Q#23: After the four months can we propose to provide the IVR as a service too?
A#23: This is not part of the scope of services.
Q#24: Who is responsible to pay for the trunk lines?
A#24: The administration needs clarification in order to answer the question.
Q#25: Are calls transferred after a prescribed wait time, for example; 'balls are transferred
after two minutes of wait time" or are calls transferred when all city agents are busy?
A#25: The calls are to be transferred when all City agents are busy.
Q#26: Does the IVR Provide callers information in both English and Spanish? Are there
any other languages expected?
A#26: Yes, the IVR Provide callers' information in both English and Spanish. We only
expect to serve call in English and Spanish.
Q#27: Are there calls that the agents are required to transfer out from the call center? If so
what are the percentage of calls that might be transferred
A#27 We do not have records to answer that question.
Q#28: Can you be more specific about what technology is required by the Bldg Dept to
meet the ADA requirement?
A#28: Provide for TDD.
RFP No. OS-08109 Implementafion of a call center for the bulldmg department
Addendum #2
1218:2008 Page 4 of 13
Q#29: Can we propose post call surveys as a means to track customer satisfaction?
A#29: Yes.
Q#30: What is meant by "assessment mechanism". Is this a requirement to record and
grade calls for quality?
A#30: Calls do not need to get recorded but the City needs to have the ability to
remotely patch to hear calls in progress, and the proposer needs to be able to
grade their agents and provide feedback to the City.
Q#31: The RFP does not specify whether or not the City requires the successful bidder to
propose a separate Customer Relationship Management (CRM) application. If a
CRM application is required; does the City also require its existing applications be
integrated with the proposed CRM application?
A#31: A Customer Relationship Management application is not required per se, but
the ability to communicate and track activity and service request is an
important part of the process.
O#32 What will be the Hours of Operation for the call center during the Pilot and during Full
Operation?
A#32: The Building Department operates between 8:00 am to 5:00 pm Monday thru
Friday. The overflow call center will be expected to operate the same hours
and the base price should reflect this hours. However, we will like to explore
expanding the hours after the completion of the pilot projects.
Q#33: What was the Average Handle Time, including Work, Hold, and Wrap. for in-bound
calls for August, September, and October?
A#33: Please see the IVR transcripts.
Q#34: What were the average Work, Hold, and Wrap times for August, September. and
October?
A#34: Please see the IVR transcripts.
Q#35: What was the Service Level performance for August, September. and October?
A#35' Please see the IVR transcripts.
Q#36: Whal was the Average Speed of Answer for August, September, and October?
A#36: Please see the IVR transcripts.
Q#37: What was the Abandon Rate for August; September. and October?
A#37: Please see the IVR transcripts.
RFP No. 08-08/09 Implementation of a call centerfor the building department
Addentlum #2
12f8~2008 Page 5 of 13
O#38 What was the Abandon Rate excluding calls abandoned within the Service Level
window for August, September, and October?
A#38: Please see the IVR transcripts.
O#39: What was the Maximum Delay (longest Speed of Answer) for August, September,
and October?
A#39: Please see the IVR transcripts.
Q#40: What were the total calls offered and answered by Month from November 2007 to
October 2008?
A#40: Please see the IVR transcripts.
Q#41: What were the total calls offered and answered averaged by Day for August,
September, and October?
A#41: Please see the IVR transcripts.
O#42: What were the total calls offered and answered averaged by Hour for August,
September, and October?
A#42: Please see the IVR transcripts.
O#43 What were the Spanish calls offered and answered by Month from November 2007
to October 2008?
A#43: Please see the IVR transcripts.
Q#44: What were the Spanish calls offered and answered averaged by Day for August.
September, and October?
A#44: Spanish calls equates to 10% of the call volume.
O#45: What were the Spanish calls offered and answered averaged by Hour far August.
September, and October?
A#45: The data is not available at this moment
O#46: Are there specific activities or events that impact call volumes?
If so, please list the activities or events, the frequency; and the percentage impact on
call volumes
A#46: There are no routinely plan activities or events that will impact call volumes.
However, the Building Department may from time to time initiate campaigns
that will generate additional calls for a period of time. These campaigns will be
coordinate with the call center to ensure that the appropriate information is
available and the call center is staff adequately.
Q#47: What is the call slow including in-bound calls, IVR options, call transfers,
skills/queues, escalation paths, callbacks, outbound calls, call logging requirements,
and permit system updates?
A#47: Please see the IVR transcripts.
RFP No. OS-08709 Implementation of a call center for the building department
Atltlendum #2
'I2!8;2008 Page 6 of 13
Q#48: What are the educational background, work experience, and training of the people
currently handling these calls?
A#48: Experience as a call agent, good command of the language and superior
customer service skills.
Q#49: What is the current training process?
A#49 There is no formal training process in place.
Q#50 Can the City provide aTrain-the-Trainer class?
A#50 The City will work with the successful proposer to ensure that their trainers
have the right knowledge base.
Q#51 Do an up-to-date training curriculum, training material, and exams exist? If not, who
is going fo develop the curriculum, training material, and exams?
A#51: No. Unfortunately these items do not exist. As part of the process to create a
knowledge based system with the successful Vendor we will develop a training
curriculum, Veining material and exams. The Vendors should include a
separate price to develop this.
Q#52: Will the City allow agents to Work-At-Home?
A#52: Yes.
Q#53 What telephone switch and ACD is used by the City?
A#53: Hipath 4000, HPPC v 7.0.
Q#54: What ACD reports will the City require and with what frequency?
A#54 We will require weekly reports. The proposer will present to the City the
management reports that they recommend provide to the City.
Q#55: What email system is used by the City?
A#55: MS Exchange 2003.
Q#56 Will agents update any City databases?
A#56: Yes.
Q#57: Does the City have an up-to-date Knowledge Base? If not, who is going to develop
the knowledge base articles?
A#57: The City does not have an up-to-date Knowledge Base. We will develop the
information based on the guidance and systems provided by the proposer.
Q#58: What are the specifications and requirements for the resolution tracking system?
A#58: There are no specific requirements. The proposer needs to demonstrate to the
City that their proposed system will meet our needs.
Q#59: Will the City provide software licenses for City-specific software needed such as the
Permits Plus and Wireless system from Accela Systems?
A#59: Please see response provided to question number 15.
RFP No. 08-08109 Implementation of a call center for the building department
Atldentlum #2
t 218:'2008 Page ~ of 13
Cdf60: Will the City provide City-specific hardware needed such as an Accela Wireless
device or an application server?
A#60: Yes.
Q#61: Does the City want real-time access to call monitoring?
A#61: Yes.
Q#62: Does the City want calls recorded? If so, what is percentage of calls to be recorded
and the retention period?
A#62: No.
t0#63: Dces the City currently have quality compliance and/or customer satisfaction
systems? If so: can the City provide a copy of the survey questionnaires?
A#63: The City has conducted citywide community satisfaction surveys in 2005 and
2007. Focus groups to solicit additional details relating to the surveys were
conducted in 2006 and 2008. Copies of survey results can be found at
http:llweb.miamibeachfl.slov/excellencelscroll.aspx?id=18256 and have been
posted on our website, please visit
http:llweb.miamibeac hfl.gov/procurementlsc roll.as px?id=37886.
In addition, the City maintains an ongoing service shopper program based on
a set of customer service standards. Information is available on line at
http:llweb.miamibeachfl.qov/excellence/scroll.aspx?id=18250 and have been
posted on our wehsite. please visit
httpalweb.miamibeachfl.gnvlpracurementrscroll.a_ n::"'~a=:;i 93n.
As part of the "City of Miami Building Department Benchmarking and
Customer Service Analysis" that was conducted in 2005, the Consultant (JRD
8 associates) conducted customer focus groups, customer mail surveys, and
customer intercept surveys. A copy of the final report for this study which
includes the Exhibit with survey forms is available on line at
http://web.miamibeachfl.govlprocurementlscroll.as px? i d=37886 .
Q#64: Will the City provide and pay for the voice and data telecommunications links to the
City?
A#64. The Administration needs clarification in order to answer this question.
Q#65: What are the minimum hardware requirements for an agent workstation? Is any
specialized hardware needed for any agents' workstation?
A#65: The City will not specify minimum requirement.
C9k66: What are the City's payment terms?
A#66: Net 30 days.
Off67: What are the City's invoicing requirements?
A#67: Invoices must detailed the number of calls andlor minutes billed for the month
in accordance with contractual agreement.
Q#68: What is the target date for Contract Award and First Call?
A#68: It is anticipated for the award of a contract to be presented for Commission
approval on January or February 2009. The contract start date and first call will
be agreed upon the negotiation process has been concluded between the
successful proposer and the City.
RFP No. 08-08!09 hnplementation of a call center for the building department
Addendum N2
12!8!2008 Page 8 of 13
O#69: What is the criteria for success for the Pilot?
A#69: Time to respond to call, cost, first time resolutions, and customer satisfaction.
Q#70: Customer agent assessment mechanism at the City's option?
A#70: The customer agent assessment mechanism shall be presented by the
proposer and approved by the City.
O#70: What actual call statistics are available? average call length, daily call volume count
detail, call spikes, call class disposition.
A#70: Please see responses provided to question number 33 and 44
O#71: Is there a sample of the call statistic report you will need from the outsourced call
center? What frequency would you like to receive the report?
A#71: We will require weekly reports. The proposer will present to the City the
management reports that they recommend provide to the City.
~~:; „ Once the contract is awarded, will the IVR continue to reside at the Miami Beach
Building Department or will it be transferred to the vendor selected? If it is
transferred, will the Miami Beach Building Department supply the trunks or will that
be the responsibility of the vendor?
A#72: The IVR will remain with the City.
O#73: How many lines does the IVR hold?
A#73: 96 lines.
Q#74: Will the calls from the main phone number be directed to the vendor expecting the
vendor to route the calls to the department employees?
AY'a: Yes.
O#75: The survey appears to be directed to other City agencies that may be using a call
center in a similar manner to this RFP request. While we do provide services to
some City agencies. we also provide services to state agencies. The survey does not
seem to address agencies other City. Can the survey be modified to accommodate
these other types of clients?
A#75: Yes. The same survey can be sent to State agencies.
Q#76: Current call Average Handle Times (AHT)?
A#76 Please see the IVR transcripts.
Q#77: What percentage of the AHT is time is for: After Call Work Time? {this would include
any work time required to enter information into the Permits Plus system after the call
has been terminated).
A#77: Please see the IVR transcripts.
O#78 Do you have any slats for Peak Call Volume times?
A#78: Please see the IVR transcripts.
RFP Nc. OS-08/09 Implementation of a tali center for the building depanment
Atldendum #2
12+8:2008 Page 9 of ~ 3
O#79 What are the required call coverage times? (8am -5pm etc.)
A#79 The Building Department operates between 8:00 am to 5:00 pm Monday thru
Friday. The overflow call center will be expected to operate the same hours
and the base price should reflect this hours. However, we will like to explore
expanding the hours after the completion of the pilot projects.
O#80: What kind of a phone system do you have?
A#80: Please see response provided to question 53.
O#81: What is its capacity?
A#81: The administration needs clarification in order to answer this question.
Q#82: How much of that capacity have you already used?
A#82: The administration needs clarification in order to answer this question.
O#83 Does it support IP trunking?
A#83: Yes. However, the administration needs clarification in order to answer this
question.
Q#84: Does it support PRI (primary rate interfaces)?
A#84: The administration needs clarification in order to answer this question
Proposers are reminded to please acknowledge receipt of this addendum as part of your RFP
submission. Potential proposers that have elected not to submit a response to the RFP are
requested to complete and return the "Notice to Prospective Bidders' questionnaire with the
reason(s) for not submitting a proposal.
CITY OF MIAMI BEACH
Jn~
r/ ~-
Gus Lopez. CPPO
Procurement Director
RFP No. 08-DB1D9 Implementation of a call center for the building depanmenl
Addendum #2
1218;2008 Page 10 of 13
m MIA;v11 BEACH
C('I'S° C)F ~IL~41 bE.gCH
S1G\-IN SHEET
1T.4'CC: tiorcolbcr'LS.:OOS
RFFtio.: P.FP•(Ix-Ok;ll~
7FTLH: I'UI2 1 M F'LP: Mi; V1'A'I1OIV OF A CALL CFSNTEIi E'OR TFIIS I3lILDiNC
DF:I'ARTNIE'VT
NiAMF iP[ P.,aGF. PR[I:TI f~(t!dPANY A?.h(F - f: \1.tL /lDllICESS FHO\c[f FAJCf! ~~-~
tiSur:~ i-stat~cz. 1'rocurem`nf - CN1R
--T_ 305.67' ;'234 ~ 7Si~394.400:
mestecen'o-~^.Ii:tnihasF C.GOV
_ ~
j Jolu: i.oiman Q`dS Pzrtcar _
R')0 3'.4-0h30
'
Stever: triads ilaiman::firuphsp:rmer:.cnm
Phoenix Diukcfittg, Inrematinr:al
-
973-21 .-SI7G
- ----
Kcile 7~irl.peu;ct: `;lch~rnretutksrUnot~c-I~pZi~co~r..
Alliance Ccmmunit:ahou> E SOCr555-3738 ,
fsi;p(aa~:iaolcecovnttnttic_a.ions:cgm E
~
~lnlc'%clteq ~ ~~~ ACS Govort:ment Sotudons =1?-»23-440:+
Rick il7cGaudty • .In~ell>-v;zass-ina::o)n --- (223)
DoueSouggbw'g~ Accu-,s-C'Cnmmunic:uioas R^P-^.~9.5=G5
:IOUb~'_.eCOJ: d:CKO(i.GOm 1
-
L....-
...-. '
'^IAR ):3COH'71~-^-•-•-- _
YRL _•_• 4c/..()4i-J'~4~i
~ ~
L^y~:y'17Ti.`~t'RCNprC_IC.-COII1--.- --
' Neal Grizzel __.---
~ FRC -- - 6F5-0.7^,-vvtis
, (;ewlr(~~~urtcns2,tjcy
. Tim Ga}'narf Senturc 5(tfaGS2-u383
--- 1~rvaartiagc-,,~larerom '~,
'
I
'~
RFk-OS-O&09
RFP No 08-08109 ImplementaGOn of a call center for the builtling department
Addendum #2
1218/2008 Page 1 t of 13
m M1AN'1•IBEACH
CITY OF 11L•1:~II BL.ACH
PRE-PROPOS~I. D4EETIVU
SIGN-IPC SHF:r:1'
I~Ah1F. (PI.F..15C PItll\'ll, fOAt1',1\'Y TvA?r¢ - F.-MAii: MpRI?5ti PIiO\~ 1~.4
Lisa bfilter J,isn Viiller & Associates 850-SUS-I4US
-~~ ~__-..-_
!11eg}:am Kaly Lisn.Llilicr&Assccitucs 850-506-tA'Sfi
' i '`•i ~,hamkciL alis:mtillc: as __ciaic_.cgnl
John Ca-[Ipb /
~ Tac Anawc~r ~hnca --- _ 770.Gtri-9700
Z
~~
~
~
/a-(__Q 4
~,I1Y-61 lohn.can:pneil.ata.~.; ^
-~~-~- --
V~'
~r
-
-urrnn Y.:In:p}vics tiigce~ Developm~u rntcch?s 202-LSy 2xu-
r,,~cunphrics~~•~_hU_ SLam~
v-^~^
I AI Osbownc ! .+ilrnCoqu,rnuuu ',0.926-G53A
aoshoumc ~atienco:aornlion.cjclU
33oan Rubalczca ~ Oscar i l~vxiba Teouwlog:a - SOi..2RS ~OSi
liarCtfi bn:.!Yan_yuacMJ~
;.R~-i Frcc[wu
t" GN" +1V-6'J3.9W17
rhection(~comcest.net
.
-_.
___
Ltor~~ t~16~ CJIt1. CF+V1'f.O~ _
_- J}tYiR• ~~5~
QQDO
~1,Il,.i~~~..~ i QcT ~~~~~-
___.. _ .
-. _ i G~o <~ ~vc~«s>=- Co~~;.Tr.t i
yCiz 561 e..M 9., ,
~- --- - ---~ ~o"~~~ T
9> y- x.73 -
~~~
7 3 ~ ~ ~
Rl'F-ax-ox-ov
RFP No 08-08!09 Implementation of a call centerfor the building department
Addendum q2
1218,2008 Page 12 of 13
m .M3aMiBEACH
crrx or• x~IZ.~.ti~TZ ~~cll
PI:E-YROPOs~I, Si?AMTSSIOI` MPL`""PING
SIGN-IN SHL:ET
nAMe;et.F,seenmr; co:,u>.v~~ hn~.~e-raaar_ n:~na~ss Yxor~n~ ~ SAX:' I
KYSS~iKu 4-~~"t41 C'~ ~'~It:,:.k" ~~~t~!`lJ tr.~ ~D iS~213 ..
e `nK~ C,ud~r aaawL.+ 3go3
Se.l ' ''
~ .I ±i~l LL ~ 3 v S S1i 3
C~~..l TnoP
t ~
f«~.iwn«. ip ~~~,8 ~t _ c,n69
_
~--i x a rYQ ~, ~
I~ j3
-
~Ori 3Q.t'i-1G~ ltllia-t~~G ~YC:.crnlmuni:A-hmt-s
------ -- `io't-'{~fZ- !
~ooo -
CfflYB`.RCrJ Cam= ~ - __--- (~GCp ',.
y~~__.~ y ' ~7:xT
----,
~ ~ ,~
X1012 ^ R Jlri -• 7~' ~iwi~~f? l'inv ; _ ~ --
i ~L.~..- ~3~~
`y'
-
~,I'~~Q t>"rir'/~[/
P. ~t• ~ nrY1/YJ~~ I Cam. ~'S
/ -_t--- ~-
I
i ~,~a~l /~~
~"~7c`
~ , DDS{, 1G
wt~-uu-ox-rw
RFP Ne. OB-08109 Implementation of a call center fog the builtling department
Adtlendum q2
1218+2006 Page 13 of 13