Contact Center Services

23 November 2022 Contact Center Services The Department of Commerce is seeking proposals for a tourism contact center vendor. 23 November 2022 Open 11/22/2022 2:00 PM MST Type Request for Proposal Close 12/21/2022 2:00 PM MST Number COM-RFP-2023-0042NH Currency US Dollar Sealed Until 12/21/2022 2:00 PM MST 23 November 2022 Contacts Nolan Harris Nolan.Harris@mt.gov Phone +1 406-444-7210 23 November 2022 Commodity Codes Commodity Code Description 3306 Media Communications - Telemarketing 23 November 202223 November 202223 November 202223 November 202223 November 202223 November 202223 November 202223 November 202223 November 2022 mailto:Nolan.Harris@mt.gov The State Procurement Bureau, on behalf of the Montana Department of Commerce, Brand MT, Montana’s office of tourism, is seeking the professional services of a contractor to operate a contact/telemarketing center to

administer a travel information and fulfillment system for potential visitors to Montana. More information for this solicitation can be found in the Scope of Work in the Questions section and on the Q&A Board. All communication for this solicitation must be through the Q&A Board. Description Required to View Event Prerequisites Required to Enter Bid 23 November 2022 1. Review and accept the Single Point of Contact information. 2. Review and accept the RFP General Information. 3. Review and accept the Submitting a Proposal information. 4. Review and accept the Pre-Proposal Conference Call information. 5. Review and accept the contract as provided. 6. Please review the draft contract in the Prerequisites section and submit any contract exceptions in the Q&A Board using the provided spreadsheet. Contract exceptions will be reviewed by the State. All contract exceptions must be submitted by Close of Business December 6th, 2022. 7. Review and accept the RFP Evaluation Process information. 8. Review and accept the Oral Interview information. 9. Review and accept the Q & A Board information. 10. Review and accept the Vendor Registration information. 11. Review and accept the Registration with the Secretary of State information. 12. Review and accept the Debarment information 23 November 202223 November 202223 November 202223 November 202223 November 202223 November 202223 November 2022 Buyer Attachments 1. COM...0042NH_CALL CENTER SCRIPT.docx 2. COM...0042NH_DETAILED OVERVIEW.docx 23 November 202223 November 202223 November 202223 November 202223 November 202223 November 2022 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMTA4ODY5LTEzNDU0Nzk2ODZDT00uLi4wMDQyTkhfQ0FMTCBDRU5URVIgU0NSSVBULmRvY3g%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMTA4ODY5LTEzNDU0Nzk3MzlDT00uLi4wMDQyTkhfREVUQUlMRUQgT1ZFUlZJRVcuZG9jeA%3D%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 Questions Required Questions Group 1: Instructions: 1.1 Provide your full company name, address, and phone number. In addition, list the contact(s) for your company who can answer questions regarding your submitted response. Include contact(s) name, phone number, and email address. 1.2 Offeror must download and review the attached Scope document. Thoroughly address each item in the document and upload it to this question. 1.3 Offeror must download and review the attached Offeror Qualifications document. Thoroughly address each item in the document and upload it to this question. 1.4 Offeror must download and review the attached Cost Proposal document. Thoroughly address each item in each section of the document and upload it to this question. 1.5 Please complete the Equal Pay for Women attachment. Offerors who agree and certify, by signing and attaching the Certificate, will receive the points assigned to this item. Offerors must sign and upload the certificate to Question 1.5 to receive the points. 23 November 202223 November 202223 November 202223 November 202223 November 2022 Product Line Items Product Line Items There are no Items added to this event. 23 November 202223 November 202223 November 202223 November 2022 Service Line Items Service Line Items 1. # Item Name, Commodity Code, Description Allow Alternates Qty. UOM Requested Service Delivery S1 5.1 Total Cost 1 LS - Lump Sum Please enter the total cost for the services included in the SOW and listed in section 5.1 of the Cost Proposal. S2 Your Turn Costs 1 LS - Lump Sum (Enter zero if there are no costs) Please enter in the cost for any additional charges associated with features presented in the Your Turn section of the Scope of Work. S3 Non-billable Services 1 LS - Lump Sum (Enter zero if there are no costs) List all services for which you do not charge with an explanation of how non-billable services are determined. S4 User Testing (cost per hour) 1 HR - Hour NOT BASIS OF AWARD - Please enter in the amount per hour for any testing included in the Scope of Work. S5 Attendance at Software Planning meetings (cost per hour) 1 HR - Hour NOT BASIS OF AWARD - Please enter in the amount per hour for any required attendance included in the Scope of Work. S6 Option A: Fulfillment Cost per Individual Inquiry 1 EA - Each NOT BASIS OF AWARD - The individual guides will be a self-mailer whereby a “post-it” type note is placed inside the front cover and the guide is then mailed without an envelope. S7 Option B: Fulfillment Cost per Individual Inquiry 1 EA - Each NOT BASIS OF AWARD - The individual guides are placed inside an envelope and mailed. S8 Option C: Fulfillment Cost per Individual Inquiry 1 EA - Each NOT BASIS OF AWARD - Individual pieces are placed inside an envelope/plastic sleeve for mailing. What is the cost for each additional piece that is added to the mailing above the costs S9 Bulk Inquiries 1 EA - Each NOT BASIS OF AWARD - Cost per sending out bulk (boxes) inquiries. This is a per box price. S10 Additional Storage Cost 1 LS - Lump Sum NOT BASIS OF AWARD - Additional cost for storage of up to 12,000 guides, if applicable. 23 November 202223 November 202223 November 2022