Call Center Support

STATE OF NORTH CAROLINA Appalachian State University Request for Proposal #: 55-030323 Call Center Support Date of Issue: March 3, 2023 Proposal Opening Date: April 3, 2023 At 2 PM ET Direct all inquiries concerning this RFP to: Chad Hicks Director of Materials Management Email: hicksce@appstate.edu Phone: 828-262-4004 Ver: 11/2021 STATE OF NORTH CAROLINA Request for Proposal # RFP55-030323 ______________________________________________________ For internal State agency processing, including tabulation of proposals, provide your company’s eVP (Electronic Vendor Portal) Number. Pursuant to G.S. 132-1.10(b) this identification number shall not be released to the public. This page will be removed and shredded, or otherwise kept confidential, before the procurement file is made available for public inspection. This page shall be filled out and returned with your proposal. Failure to do so may subject your proposal to rejection.

___________________________________________________ Vendor Name ______________________________ Vendor eVP# Note: For your proposal to be considered, your company (you) must be a North Carolina registered vendor in good standing. You must enter the vendor number assigned through eVP (Electronic Vendor Portal). If you do not have a vendor number, register at https://vendor.ncgov.com/vendor/login Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 1 Refer ALL Inquiries regarding this RFP to: Chad Hicks hicksce@appstate.edu Ph: 828-262-4004 Request for Proposal #: 55-030323 Proposals will be publicly opened: March 3, 2023 Using Agency: Commodity No. and Description: Call Center Support Requisition No.: EXECUTION In compliance with this Request for Proposals (RFP), and subject to all the conditions herein, the undersigned Vendor offers and agrees to furnish and deliver any or all items upon which prices are bid, at the prices set opposite each item within the time specified herein. By executing this proposal, the undersigned Vendor understands that false certification is a Class I felony and certifies that:  this proposal is submitted competitively and without collusion (G.S. 143-54),  none of its officers, directors, or owners of an unincorporated business entity has been convicted of any violations of Chapter 78A of the General Statutes, the Securities Act of 1933, or the Securities Exchange Act of 1934 (G.S. 143-59.2), and  it is not an ineligible Vendor as set forth in G.S. 143-59.1. Furthermore, by executing this proposal, the undersigned certifies to the best of Vendor’s knowledge and belief, that:  it and its principals are not presently debarred, suspended, proposed for debarment, declared ineligible or voluntarily excluded from covered transactions by any Federal or State department or agency. As required by G.S. 143-48.5, the undersigned Vendor certifies that it, and each of its sub-Contractors for any Contract awarded as a result of this RFP, complies with the requirements of Article 2 of Chapter 64 of the NC General Statutes, including the requirement for each employer with more than 25 employees in North Carolina to verify the work authorization of its employees through the federal E-Verify system. G.S. 133-32 and Executive Order 24 (2009) prohibit the offer to, or acceptance by, any State Employee associated with the preparing plans, specifications, estimates for public contracts; or awarding or administering public contracts; or inspecting or supervising delivery of the public contract of any gift from anyone with a contract with the State, or from any person seeking to do business with the State. By execution of this response to the RFP, the undersigned certifies, for Vendor’s entire organization and its employees or agents, that Vendor is not aware that any such gift has been offered, accepted, or promised by any employees of your organization. By executing this proposal, Vendor certifies that it has read and agreed to the INSTRUCTION TO VENDORS and the NORTH CAROLINA GENERAL TERMS AND CONDITIONS. These documents can be accessed from the ATTACHMENTS page within this document. Failure to execute/sign proposal prior to submittal may render proposal invalid and it MAY BE REJECTED. Late proposals shall not be accepted. COMPLETE/FORMAL NAME OF VENDOR: STREET ADDRESS: P.O. BOX: ZIP: CITY & STATE & ZIP: TELEPHONE NUMBER: TOLL FREE TEL. NO: PRINCIPAL PLACE OF BUSINESS ADDRESS IF DIFFERENT FROM ABOVE (SEE INSTRUCTIONS TO VENDORS ITEM #12): PRINT NAME & TITLE OF PERSON SIGNING ON BEHALF OF VENDOR: FAX NUMBER: VENDOR’S AUTHORIZED SIGNATURE*: DATE: EMAIL: STATE OF NORTH CAROLINA Appalachian State University Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 2 VALIDITY PERIOD Offer shall be valid for at least 60 days from date of bid opening, unless otherwise stated here: ______ days, or if extended by mutual agreement of the parties. Any withdrawal of this offer shall be made in writing, effective upon receipt by the agency issuing this RFP. ACCEPTANCE OF PROPOSAL If your proposal is accepted, all provisions of this RFP, along with the written results of any negotiations, shall constitute the written agreement between the parties (“Contract”). The NORTH CAROLINA GENERAL TERMS AND CONDITIONS are incorporated herein and shall apply. Depending upon the Goods or Services being offered, other terms and conditions may apply, as mutually agreed. FOR STATE USE ONLY: Offer accepted and Contract awarded this________ day of __________, 20____, as indicated on The attached certification, by ____________________________________________________________________. (Authorized Representative of Appalachian State University) Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 3 Contents 1.0 PURPOSE AND BACKGROUND .............................................................................................. 5 1.1 CONTRACT TERM.................................................................................................................... 5 2.0 GENERAL INFORMATION ........................................................................................................ 5 2.1 REQUEST FOR PROPOSAL DOCUMENT .............................................................................. 5 2.2 E-PROCUREMENT FEE ........................................................................................................... 5 2.3 NOTICE TO VENDORS REGARDING RFP TERMS AND CONDITIONS ............................... 5 2.4 RFP SCHEDULE ....................................................................................................................... 6 2.5 PROPOSAL QUESTIONS......................................................................................................... 6 2.6 PROPOSAL SUBMITTAL ......................................................................................................... 6 2.7 PROPOSAL CONTENTS .......................................................................................................... 7 2.8 ALTERNATE PROPOSALS...................................................................................................... 7 2.10 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS ............................................................. 7 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS ....................................... 7 3.1 METHOD OF AWARD............................................................................................................... 7 3.2 CONFIDENTIALITY AND PROHIBITED COMMUNICATIONS DURING EVALUATION ........ 8 3.3 PROPOSAL EVALUATION PROCESS .................................................................................... 8 3.4 EVALUATION CRITERIA .......................................................................................................... 8 3.5 PERFORMANCE OUTSIDE THE UNITED STATES ................................................................ 8 3.6 INTERPRETATION OF TERMS AND PHRASES ..................................................................... 9 4.0 REQUIREMENTS ....................................................................................................................... 9 4.1 PRICING .................................................................................................................................... 9 4.2 INVOICES .................................................................................................................................. 9 4.3 FINANCIAL STABILITY ............................................................................................................ 9 4.4 HUB PARTICIPATION .............................................................................................................. 9 4.5 VENDOR EXPERIENCE ......................................................................................................... 10 4.6 REFERENCES ........................................................................................................................ 10 4.7 BACKGROUND CHECKS ...................................................................................................... 10 4.8 PERSONNEL .......................................................................................................................... 10 4.9 VENDOR’S REPRESENTATIONS .......................................................................................... 10 5.0 SPECIFICATIONS AND SCOPE OF WORK ........................................................................... 11 5.1 SPECIFICATIONS. .................................................................................................................. 11 5.2 PROJECT ORGANIZATION ................................................................................................... 11 5.3 TECHNICAL APPROACH ....................................................................................................... 11 Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 4 5.4 INFORMATION TECHNOLOGY APPROVALS ...................................................................... 11 6.0 CONTRACT ADMINISTRATION .............................................................................................. 12 6.1 PROJECT MANAGER AND CUSTOMER SERVICE ............................................................. 12 6.2 POST AWARD PROJECT REVIEW MEETINGS ................................................................... 12 6.3 CONTINUOUS IMPROVEMENT ............................................................................................. 12 6.4 DISPUTE RESOLUTION ......................................................................................................... 12 6.5 CONTRACT CHANGES .......................................................................................................... 12 7.0 ATTACHMENTS ....................................................................................................................... 13 ATTACHMENT A: COST PROPOSAL ................................................................................................ 13 ATTACHMENT B: INSTRUCTIONS TO VENDORS............................................................................ 14 ATTACHMENT C: NORTH CAROLINA GENERAL TERMS & CONDITIONS ................................... 14 ATTACHMENT D: HUB SUPPLEMENTAL VENDOR INFORMATION .............................................. 14 ATTACHMENT E: CUSTOMER REFERENCE FORM ........................................................................ 14 ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR ............................................ 14 ATTACHMENT G: CERTIFICATION OF FINANCIAL CONDITION .................................................... 14 ATTACHMENT H: ACKNOWLEDGMENT OF COVID-19 VACCINATION AND TESTING POLICY . 14 ATTACHMENT I: CALL CENTER GUIDE ........................................................................................... 14 LOBBYING ACTIVITY CERTIFICATION FOR FEDERAL GRANTS .................................................. 14 Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 5 1.0 PURPOSE AND BACKGROUND As the premier public undergraduate institution in the Southeast, Appalachian State University prepares students to lead purposeful lives as global citizens who understand and engage their responsibilities in creating a sustainable future for all. The Appalachian Experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and to embrace diversity and difference. Located in the Blue Ridge Mountains, Appalachian is one of 17 campuses in the University of North Carolina System. Appalachian enrolls nearly 21,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors. For more information about Appalachian State University, visit www.appstate.edu. 1.1 CONTRACT TERM The Contract shall have an initial term of two (2) years, beginning on the date of final Contract execution (the “Effective Date”). At the end of the Contract’s initial term, the State shall have the option, in its sole discretion, to renew the Contract on the same terms and conditions for up to two (2) additional one-year terms. The State will give the Vendor written notice of its intent to exercise each option no later than sixty (60) days before the end of the Contract’s then-current term. In addition to any optional renewal terms, and with the Vendor’s concurrence, the State reserves the right to extend the Contract after the last active term. Proposals shall be submitted in accordance with the terms and conditions of this RFP and any addenda issued hereto. 2.0 GENERAL INFORMATION 2.1 REQUEST FOR PROPOSAL DOCUMENT This RFP is comprised of the base RFP document, any attachments, and any addenda released before Contract award, which are incorporated herein by reference. 2.2 E-PROCUREMENT FEE ATTENTION: The E-Procurement fee may apply to this solicitation. See the paragraph entitled ELECTRONIC PROCUREMENT of the North Carolina General Terms and Conditions. General information on the E-Procurement Services can be found at: http://eprocurement.nc.gov/. 2.3 NOTICE TO VENDORS REGARDING RFP TERMS AND CONDITIONS It shall be the Vendor’s responsibility to read the Instructions to Vendors, the North Carolina General Terms and Conditions, all relevant exhibits and attachments, and any other components made a part of this RFP and comply with all requirements and specifications herein. Vendors are also responsible for obtaining and complying with all Addenda and other changes that may be issued in connection with this RFP. If Vendors have questions, issues, or exceptions regarding any term, condition, or other component of this RFP, those must be submitted as questions in accordance with the instructions in the PROPOSAL QUESTIONS Section. If the State determines that any changes will be made as a result of the questions asked, then such decisions will be communicated in the form of an RFP addendum. The State may also elect to leave open the possibility for later negotiation and amendment of specific provisions of the Contract that have been addressed during the question and answer period. Other than through this Q and A process or negotiation under 01 NCAC 05B.0503, the State rejects and will not be required to evaluate or consider any additional or modified terms and conditions submitted with Vendor’s proposal or otherwise. This applies to any language appearing in or attached to the document as part of the Vendor’s proposal that purports to vary any terms and conditions or Vendors’ instructions herein or to render the proposal non-binding or subject to further negotiation. Vendor’s proposal shall constitute a firm offer that shall be held open for the period required herein (“Validity Period” above). By execution and delivery of this RFP Response, the Vendor agrees that any additional or modified terms and conditions, whether submitted purposely or inadvertently, shall have no force or effect, and will be disregarded. Noncompliance with, or any attempt to alter or delete, this paragraph shall constitute sufficient grounds to reject Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 6 Vendor’s proposal as nonresponsive. The State may exercise its discretion to consider Vendor proposed modifications. 2.4 RFP SCHEDULE The table below shows the intended schedule for this RFP. The State will make every effort to adhere to this schedule. Event Responsibility Date and Time Issue RFP State March 3, 2023 Submit Written Questions Vendor March 24, 2023 by 5 PM EST Provide Response to Questions State March 27, 2023 by 5 PM EST Submit Proposals Vendor April 3, 2023 by 2 PM EST Contract Award State May 3, 2023 Contract Effective Date State May 4, 2023 2.5 PROPOSAL QUESTIONS Upon review of the RFP documents, Vendors may have questions to clarify or interpret the RFP in order to submit the best proposal possible. To accommodate the Proposal Questions process, Vendors shall submit any such questions by the “Submit Written Questions” date and time provided in the RFP SCHEDULE Section above, unless modified by Addendum. Written questions shall be emailed to hicksce@appstate.edu by the date and time specified above. Vendors should enter “RFP # 55-030323: Questions” as the subject for the email. Question submittals should include a reference to the applicable RFP section and be submitted in the format shown below: Reference Vendor Question RFP Section, Page Number Vendor question ...? Questions received prior to the submission deadline date, the State’s response, and any additional terms deemed necessary by the State will be posted in the form of an addendum to the Interactive Purchasing System (IPS), http://www.ips.state.nc.us, and shall become an Addendum to this RFP. No information, instruction or advice provided orally or informally by any State personnel, whether made in response to a question or otherwise in connection with this RFP, shall be considered authoritative or binding. Vendors shall rely only on written material contained in the RFP and an addendum to this RFP. 2.6 PROPOSAL SUBMITTAL IMPORTANT NOTE: This is an absolute requirement. Vendor shall bear the risk of late submission due to unintended or unanticipated delay. It is the Vendor’s sole responsibility to ensure its proposal has been received as described in this RFP by the specified time and date of opening. The time and date of receipt will be marked on each proposal when received. Any proposal or portion thereof received after the proposal deadline will be rejected. [NC BIDS] If applicable to this RFP and using NC BIDS, all proposal responses shall be submitted electronically via the North Carolina Business Invitation Delivery System (NC BIDS). For additional information, the NC BIDS for Vendors page includes online training videos and a link to NC BIDS FAQs for Vendors. Failure to submit a proposal in strict accordance with these instructions shall constitute sufficient cause to reject a Vendor’s proposal(s). Vendors are strongly encouraged to allow sufficient time to upload proposals. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 7 Critical updated information may be included in Addenda to this RFP. It is important that all Vendors responding to this RFP periodically check the State’s IPS website for any Addenda that may be issued prior to the bid opening date. All Vendors shall be deemed to have read and understood all information in this RFP and all Addenda thereto. 2.7 PROPOSAL CONTENTS Vendors shall populate all attachments of this RFP that require the Vendor to provide information and include an authorized signature where requested. Failure to provide all required items, or Vendor’s submission of incomplete items, may result in the State rejecting Vendor’s proposal, in the State’s sole discretion. Vendor RFP responses shall include the following items and attachments, which shall be arranged in the following order: a) Cover Letter, must include a statement that confirms that the proposer has read the RFP in its entirety, including all links, and all Addenda released in conjunction with the RFP. b) Title Page: Include the company name, address, phone number and authorized representative along with the Proposal Number. c) Completed and signed version of all EXECUTION PAGES, along with the body of the RFP. d) Signed receipt pages of any addenda released in conjunction with this RFP, if required to be returned. e) Vendor’s Proposal addressing all Specifications of this RFP. f) Completed version of ATTACHMENT A: PRICING g) Completed version of ATTACHMENT D: HUB SUPPLEMENTAL VENDOR INFORMATION h) Completed version of ATTACHMENT E: CUSTOMER REFERENCE FORM i) Completed version of ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR j) Completed and signed version of ATTACHMENT G: CERTIFICATION OF FINANCIAL CONDITION k) Completed and signed version of ATTACHMENT H: ACKNOWLEDGMENT OF COVID-19 VACCINATION AND TESTING POLICY l) Completed and signed version of CERTIFICATION FOR CONTRACTS, GRANTS, LOANS, AND COOPERATIVE AGREEMENTS and OMB STANDARD FORM LLL 2.8 ALTERNATE PROPOSALS Unless provided otherwise in this RFP, Vendor may submit alternate proposals for comparable Goods, various methods or levels of Service(s), or that propose different options. Alternate proposals must specifically identify the RFP requirements and advantage(s) addressed by the alternate proposal. Any alternate proposal, in addition to the marking described above, must be clearly marked with the legend: “Alternate Proposal # 55-030323”. Each proposal must be for a specific set of Goods and Services and must include specific pricing. If a Vendor chooses to respond with various offerings, each must be offered with a separate price and be contained in a separate proposal document. Each proposal must be complete and independent of other proposals offered. 2.10 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS Relevant definitions for this RFP are provided in 01 NCAC 05A .0112 and in the Instructions to Vendors found below which are incorporated herein by this reference. 3.0 METHOD OF AWARD AND PROPOSAL EVALUATION PROCESS 3.1 METHOD OF AWARD North Carolina G.S. 143-52 provides a general list of criteria the State shall use to award contracts, as supplemented by the additional criteria herein. The Goods or Services being procured shall dictate the application and order of criteria; however, all award decisions shall be in the State’s best interest. All qualified proposals will be evaluated, and awards will be made to the Vendor(s) meeting the specific RFP Specifications and achieving the highest and best final evaluation, based on the criteria described below. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 8 3.2 CONFIDENTIALITY AND PROHIBITED COMMUNICATIONS DURING EVALUATION While this RFP is under evaluation, the responding Vendor, including any subcontractors and suppliers, is prohibited from engaging in conversations intended to influence the outcome of the evaluation. See the Paragraph of the Instructions to Vendors entitled Confidential Information. 3.3 PROPOSAL EVALUATION PROCESS Only responsive submissions will be evaluated. The State will conduct a One-Step evaluation of Proposals: Proposals will be received according to the method stated in the Proposal Submittal Section above. All proposals must be received by the issuing agency not later than the date and time specified in the RFP SCHEDULE Section above, unless modified by Addendum. Vendors are cautioned that this is a request for offers, not an offer or request to contract, and the State reserves the unqualified right to reject any and all offers at any time if such rejection is deemed to be in the best interest of the State. At the date and time provided in the RFP SCHEDULE Section above, unless modified by Addendum, the proposal from each responding Vendor will be opened publicly and the name of the Vendor and total cost offered may be announced. Interested parties are cautioned that these costs and their components are subject to further evaluation for completeness and correctness and therefore may not be an exact indicator of a Vendor’s pricing position. If negotiation is anticipated under 01 NCAC 05B.0503, pricing may not be public until award. At their option, the evaluators may request oral presentations or discussions with any or all Vendors for clarification or to amplify the materials presented in any part of the proposal. Vendors are cautioned, however, that the evaluators are not required to request presentations or other clarification—and often do not. Therefore, all proposals should be complete and reflect the most favorable terms available from the Vendor. 3.4 EVALUATION CRITERIA In addition to the general criteria in G.S. 143-52 which may or may not be relevant to this RFP, all qualified proposals will be evaluated, and award made based on considering the following criteria, to result in an award most advantageous to the State: 1. Vendor Technical Approach 2. Vendor Qualifications 3. Vendor Experience 4. Pricing 3.5 PERFORMANCE OUTSIDE THE UNITED STATES Vendor shall complete ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR. In addition to any other evaluation criteria identified in this RFP, the State may also consider, for purposes of evaluating proposed or actual contract performance outside of the United States, how that performance may affect the following factors to ensure that any award will be in the best interest of the State: a) Total cost to the State b) Level of quality provided by the Vendor c) Process and performance capability across multiple jurisdictions d) Protection of the State’s information and intellectual property e) Availability of pertinent skills f) Ability to understand the State’s business requirements and internal operational culture g) Particular risk factors such as the security of the State’s information technology h) Relations with citizens and employees i) Contract enforcement jurisdictional issues Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 9 3.6 INTERPRETATION OF TERMS AND PHRASES This RFP serves two functions: (1) to advise potential Vendors of the parameters of the solution being sought by the State; and (2) to provide (together with other specified documents) the terms of the Contract resulting from this procurement. The use of phrases such as “shall,” “must,” and “requirements” are intended to create enforceable contract conditions. In determining whether proposals should be evaluated or rejected, the State will take into consideration the degree to which Vendors have proposed or failed to propose solutions that will satisfy the State’s needs as described in the RFP. Except as specifically stated in the RFP, no one requirement shall automatically disqualify a Vendor from consideration. However, failure to comply with any single requirement may result in the State exercising its discretion to reject a proposal in its entirety. 4.0 REQUIREMENTS This Section lists the requirements related to this RFP. By submitting a proposal, the Vendor agrees to meet all stated requirements in this Section as well as any other specifications, requirements, and terms and conditions stated in this RFP. If a Vendor is unclear about a requirement or specification, or believes a change to a requirement would allow for the State to receive a better proposal, the Vendor is urged to submit these items in the form of a question during the question and answer period in accordance with the Proposal Questions Section above. 4.1 PRICING Proposal price shall constitute the total cost to the State for complete performance in accordance with the requirements and specifications herein, including all applicable charges for handling, transportation, administrative and other similar fees. Complete ATTACHMENT A: PRICING FORM and include in Vendor’s proposal. The pricing provided in ATTACHMENT A, or resulting from any negotiations, is incorporated herein and shall become part of any resulting Contract. 4.2 INVOICES Vendor shall invoice the Purchasing Agency. The standard format for invoicing shall be Single Invoices meaning that the Vendor shall provide the Purchasing Agency with an invoice for each order. Invoices shall include detailed information to allow Purchasing Agency to verify pricing at point of receipt matches the correct price from the original date of order. The following fields shall be included on all invoices, as relevant: Vendor’s Billing Address, Customer Account Number, NC Contract Number, Order Date, Buyer’s Order Number, Manufacturer Part Numbers, Vendor Part Numbers, Item Descriptions, Price, Quantity, and Unit of Measure. INVOICES MAY NOT BE PAID UNTIL AN INSPECTION HAS OCCURRED AND THE GOODS OR SERVICES ACCEPTED. 4.3 FINANCIAL STABILITY As a condition of contract award, the Vendor must certify that it has the financial capacity to perform and to continue to perform its obligations under the Contract; that Vendor has no constructive or actual knowledge of an actual or potential legal proceeding being brought against Vendor that could materially adversely affect performance of this Contract; and that entering into this Contract is not prohibited by any contract, or order by any court of competent jurisdiction. Each Vendor shall certify it is financially stable by completing ATTACHMENT G: CERTIFICATION OF FINANCIAL CONDITION. The State is requiring this certification to minimize potential issues from contracting with a Vendor that is financially unstable. From the date of the Certification to the expiration of the Contract, the Vendor shall notify the State within thirty (30) days of any occurrence or condition that materially alters the truth of any statement made in this Certification. The Contract Manager may require annual recertification of the Vendor’s financial stability. 4.4 HUB PARTICIPATION Pursuant to North Carolina General Statute G.S. 143-48, it is State policy to encourage and promote the use of small, minority, physically handicapped, and women contractors in purchasing Goods and Services. As such, this RFP will serve to identify those Vendors that are minority owned or have a strategic plan to support the State’s Historically Underutilized Business program by meeting or exceeding the goal of 10% utilization of diverse firms as 1st or 2nd tier subcontractors. Vendor shall complete ATTACHMENT D: HUB SUPPLEMENTAL VENDOR INFORMATION. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 10 4.5 VENDOR EXPERIENCE In its Proposal, Vendor shall demonstrate experience with public and/or private sector clients with similar or greater size and complexity to the State. Vendor shall provide information as to the qualifications and experience of all executive, managerial, legal, and professional personnel to be assigned to this project, including resumes citing experience with similar projects and the responsibilities to be assigned to each person. 4.6 REFERENCES Vendor shall provide at least three (3) references, using ATTACHMENT E: CUSTOMER REFERENCE FORM, for which it has provided Services of similar size and scope to those proposed herein. The State may contact these users to determine whether the Services provided are substantially similar in scope to those proposed herein and whether Vendor’s performance has been satisfactory. The information obtained may be considered in the evaluation of the Proposal. 4.7 BACKGROUND CHECKS Any personnel or agent of Vendor performing Services under any Contract arising from this RFP may be required to undergo a background check at the expense of the Vendor, if so requested by the State. 4.8 PERSONNEL Vendor warrants that qualified personnel shall provide Services under this Contract in a professional manner. “Professional manner” means that the personnel performing the Services will possess the skill and competence consistent with the prevailing business standards in the industry. Vendor will serve as the prime contractor under this Contract and shall be responsible for the performance and payment of all subcontractor(s) that may be approved by the State. Names of any third-party Vendors or subcontractors of Vendor may appear for purposes of convenience in Contract documents; and shall not limit Vendor’s obligations hereunder. Vendor will retain executive representation for functional and technical expertise as needed in order to incorporate any work by third party subcontractor(s). Should the Vendor’s proposal result in an award, the Vendor shall be required to agree that it will not substitute key personnel assigned to the performance of the Contract without prior written approval by the Contract Lead. Vendor shall further agree that it will notify the Contract Lead of any desired substitution, including the name(s) and references of Vendor’s recommended substitute personnel. The State will approve or disapprove the requested substitution in a timely manner. The State may, in its sole discretion, terminate the Services of any person providing Services under this Contract. Upon such termination, the State may request acceptable substitute personnel or terminate the contract Services provided by such personnel. 4.9 VENDOR’S REPRESENTATIONS If Vendor’s Proposal results in an award, Vendor agrees that it will not enter any agreement with a third party that may abridge any rights of the State under the Contract. If any Services, deliverables, functions, or responsibilities not specifically described in this solicitation are required for Vendor’s proper performance, provision and delivery of the Service and deliverables under a resulting Contract, or are an inherent part of or necessary sub-task included within such Service, they will be deemed to be implied by and included within the scope of the Contract to the same extent and in the same manner as if specifically described in the Contract. Unless otherwise expressly provided herein, Vendor will furnish all of its own necessary management, supervision, labor, facilities, furniture, computer and telecommunications equipment, software, supplies and materials necessary for the Vendor to provide and deliver the Services and/or other Deliverables. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 11 5.0 SPECIFICATIONS AND SCOPE OF WORK 5.1 SPECIFICATIONS The specific items and any specifications that the Purchasing Agency is seeking are listed below. Items offered by the Vendor must meet or exceed the listed Specifications to be considered for award. Call center must have a phone number that Appalachian State’s Office of Student Accounts can forward calls to. Call center must have the ability to have callers on hold while waiting for an agent. Call center must have ability to increase staff during high call volume timeframes. Call center must have a manager that communicates directly with the Office of Student Accounts. Call center must record calls for quality control. Call Center must send a daily call log to The Office of Student Accounts. Call Center should include in response a Service Level Agreement (SLA) for hold time expectations. 5.2 PROJECT ORGANIZATION Vendor shall describe the organizational and operational structure it proposes to utilize for the work described in this RFP and identify the responsibilities to be assigned to each person Vendor proposes to staff the work. 5.3 TECHNICAL APPROACH Vendor’s proposal shall include, in narrative, outline, and/or graph form the Vendor's approach to accomplishing the tasks outlined in the Scope of Work section of this RFP. A description of each task and deliverable and the schedule for accomplishing each shall be included. 5.4 INFORMATION TECHNOLOGY APPROVALS The North Carolina Department of Information Technology (NCDIT) has certain standards for information technology equipment, especially if it interfaces with the State network. Approval by NCDIT is required before award of a contract Specifications, Purpose and Scope Appalachian State University (AppState) requires a vendor to provide Inbound Student Account Call Center Services. AppState is a multi-campus institution with more than 20,000 students. AppState’s current Enterprise Resource Planning (ERP) system is Ellucian Banner. This RFP is for a call center to answer high level student account questions from prospective and current students, authorized users (parents), faculty and staff member during two high call volume times. Estimated timeframes needed are: Fall Billing Approximately July 10 - August 25. Spring Billing Approximately Week after Thanksgiving - January 15th (excluding Holiday Breaks) Estimated Daily Call Volumes range between 30-200 depending on the day. We can give some guidance in advance on which days a higher volume would be expected. Total estimated calls 4000-8000 per activation. The call center will answer high level questions and direct calls to the appropriate area/department. For an example of the prior year common questions and answers, see attached Spring 23’ Call Center Guide. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 12 to the extent these standards apply to this procurement. Agencies and Vendors are urged to determine the applicability of these NCDIT standards and to seek approval from NCDIT as necessary. 6.0 CONTRACT ADMINISTRATION All Contract Administration requirements are conditioned on an award resulting from this solicitation. This information is provided for the Vendor’s planning purposes. 6.1 PROJECT MANAGER AND CUSTOMER SERVICE The Vendor shall be required to designate and make available to the State a project manager. The project manager shall be the State’s point of contact for Contract related issues and issues concerning performance, progress review, scheduling, and service. 6.2 POST AWARD PROJECT REVIEW MEETINGS The Vendor, at the request of the State, shall be required to meet periodically with the State for Project Review meetings. The purpose of these meetings will be to review project progress reports, discuss Vendor and State performance, address outstanding issues, review problem resolution, provide direction, evaluate continuous improvement and cost saving ideas, and discuss any other pertinent topics. 6.3 CONTINUOUS IMPROVEMENT The State encourages the Vendor to identify opportunities to reduce the total cost the State. A continuous improvement effort consists of various ways to enhance business efficiencies as performance progresses. 6.4 DISPUTE RESOLUTION During the performance of the Contract, the parties agree that it is in their mutual interest to resolve disputes informally. Any claims by the Vendor shall be submitted in writing to the State’s Contract Manager for resolution. Any claims by the State shall be submitted in writing to the Vendor’s Project Manager for resolution. The Parties shall agree to negotiate in good faith and use all reasonable efforts to resolve such dispute(s). During the time the Parties are attempting to resolve any dispute, each shall proceed diligently to perform their respective duties and responsibilities under this Contract. The Parties will agree on a reasonable amount of time to resolve a dispute. If a dispute cannot be resolved between the Parties within the agreed upon period, either Party may elect to exercise any other remedies available under the Contract, or at law. This provision, when agreed in the Contract, shall not constitute an agreement by either party to mediate or arbitrate any dispute. 6.5 CONTRACT CHANGES Contract changes, if any, over the life of the Contract shall be implemented by contract amendments agreed to in writing by the State and Vendor. THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 13 7.0 ATTACHMENTS ATTACHMENT A: COST PROPOSAL Please attach your cost summary with your proposal. Cost Summary prices shall constitute the total cost to State for complete performance in accordance with the requirements and specifications herein, including all applicable charges handling, administrative and other similar fees. Unless a flat fixed fee is provided, vendor must include itemized technology costs as well as hourly rate charged per call center employee. Vendor shall not invoice for any amounts not specifically listed in your cost summary. The Vendor must provide the complete pricing, or fee structure. Proposal Number: 55-030323 Vendor: __________________________________________ Ver: 11/2021 14 **IMPORTANT NOTICE** RETURN THE REQUIRED ATTACHMENTS WITH YOUR RESPONSE FOLLOW THE LINKS TO ACCESS EACH ATTACHMENT ATTACHMENT B: INSTRUCTIONS TO VENDORS The Instructions to Vendors, which are incorporated herein by this reference, may be found here: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_North-Carolina-Instructions-to-Vendors_09.2021.pdf ATTACHMENT C: NORTH CAROLINA GENERAL TERMS & CONDITIONS The North Carolina General Terms and Conditions, which are incorporated herein by this reference, may be found here: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_North-Carolina-General-Terms-and-Conditions_11.2021.pdf ATTACHMENT D: HUB SUPPLEMENTAL VENDOR INFORMATION Complete and return the Historically Underutilized Businesses (HUB) Vendor Information form, which can be found at the following link: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_HUB-Supplemental-Vendor-Information_9.2021.pdf ATTACHMENT E: CUSTOMER REFERENCE FORM Complete and return the Customer Reference Form, which can be found at the following link: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_Customer_Reference_Template_09.2021.pdf ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR Complete and return the Location of Workers Utilized by Vendor, which can be found at the following link: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_Location-of-Workers_09.2021.pdf ATTACHMENT G: CERTIFICATION OF FINANCIAL CONDITION Complete, sign, and return the Certification of Financial Condition, which can be found at the following link: https://files.nc.gov/ncdoa/pandc/OnlineForms/Form_Certification-of-Financial-Condition_09.2021.pdf ATTACHMENT H: ACKNOWLEDGMENT OF COVID-19 VACCINATION AND TESTING POLICY Complete, sign, and return the ACKNOWLEDGMENT OF COVID-19 VACCINATION AND TESTING POLICY associated with this RFP is a separate document that can be found at the following link: https://files.nc.gov/ncdoa/pandc/OnlineForms/COVID_Policy_Acknowledgement_-_Fillable.pdf ATTACHMENT I: CALL CENTER GUIDE_____________________________________________ LOBBYING ACTIVITY CERTIFICATION FOR FEDERAL GRANTS The Certification for Contracts, Grants, Loans, and Cooperative Agreements and the OMB Standard Form LLL are separate documents that can be found at the following link: https://ncadmin.nc.gov/documents/vendor-forms *** Failure to Return the Required Attachments May Eliminate Your Response from Further Consideration *** FEI Call Center Guide Introduction: Thank you for assisting our students and parents during a very busy time in our office. You will be our Tier 1-Student Account Support Center support for our office for our Spring ’23 Billing and Payment Operation. The goal is for you to be able to answer high level questions that do not require seeing student specific information and to redirect calls that are often placed to our office related things outside of the scope of our office. The most frequently transferred calls and the contact information for other departments is at the bottom of this document. When Answering Calls Listen for key tips to determine whether the caller is a student or parent. Also listen for key words that may indicate their call really needs to be answered by another department or may have to be escalated to Tier 2 support. If a caller is asking for specific transactional information about their account, since you can’t see this data you likely will have to escalate the call. When answering calls, please answer by saying “Thank you for calling the ASU student account support center, my name is _______________, how may I assist you today?” TOPICS ● Log-in Related Issues Q - How do I log in to view or pay my bill in Touchnet? A - If Caller is Student...\ 1 Go to www.appalnet.appstate.edu 2 Select the Student Tab 3 Select the 3rd option “student accounts” 4 Select Billing & Payment Center by Touchnet 5 Home screen in the portal will have options such as “View Statement”, “View Activity”, “Make Payment, “Payment Plan”. A - If Caller is Authorized User (Parent)... 1 Has your student performed both authorizations for you? One is for Touchnet Access, the other is to communicate with our office via phone or email? Instructional Video for setting up Touchnet Authorized Users https://www.youtube.com/watch?v=NMhnP5I5dyk 2 Once authorized, the authorized user will receive two emails from cashiers@appstate.edu. If both are not received, check your SPAM folder. 3. We have found that some email providers either have built in filters or block certain types of emails. Specifically, we have most recently had issues reported with emails with the domain @carolina.rr.com. If this occurs, please contact your email provider or enter another email address with a different domain. Another possible solution around this issue is to list our automated email address, cashiers@appstate.edu, as a contact in their email contacts. 4. Authorized users can “view statement”, “make payment”, setup “payment plan” all from the starting page of the portal. Q - Why can I not log into Touchnet and I have already been set up with a user id and a password? A - What browser are you using? 1 Touchnet recommends Chrome or Firefox for the best results A - What does the background of the log-in page look like? http://www.appalnet.appstate.edu https://www.youtube.com/watch?v=NMhnP5I5dyk mailto:cashiers@appstate.edu mailto:cashiers@appstate.edu 2 It should be a picture of green roofs, mountains, and clouds in the sky. If not, they are trying to log in as the student instead of an authorized user. Q: I received my temporary password, but when I try to use it, it is expired. What can I do? A: You can go to the Touchnet login page, enter your email address, and select the “Forgot Password” button. That will make the Billing & Payment Center send you a new temporary password. Q: The balance on my account is different from what it says on my Billing Statements? A: The Billing Statements are static documents. They do not show any changes or updates after they are created. You can see an up-to-the-minute status of the account under the “View Activity” button inside the Billing & Payment Center by Touchnet. ● Cost of Tuition, Fees, Housing, & Dining Q - I received a bill with a negative balance due. What does that mean? A - A negative balance means that at the time of billing, a student had more pending aid and credits than charges and we anticipate the student receiving a refund assuming they are already fully registered. Encourage the student to sign up for Direct deposit as seen under Refunds Section below. Q - I either don’t know what tuition and fees cost or think that they are charged incorrectly? A - Tuition and Fees are charged based on Campus Type (main campus vs. appstate online cohorts), level (undergrad vs grad), residency (NC res, Out of State, or exception normally for military benefits), and finally the number of credit hours taken. Main Campus Rates https://studentaccounts.appstate.edu/tuition-fees/fallspring-tuition-and-fees/2022-23-tuition-and-fees Appstate Online Rates https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuitio n-and-fees If someone feels like they have been charged incorrectly, direct them to email studentacounts@appstate.edu with a detailed description of what they believe is incorrect and we will research and respond. Q - I don’t understand my Housing/Dorm Charge? A - Housing/Dorm rates can be found at https://housing.appstate.edu/halls. We do not have information about room assignments. Students will receive communication from University Housing once the assignment is made. Direct questions to University Housing. https://studentaccounts.appstate.edu/tuition-fees/fallspring-tuition-and-fees/2022-23-tuition-and-fees https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuition-and-fees https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuition-and-fees mailto:studentacounts@appstate.edu https://housing.appstate.edu/halls Q - I don’t understand my meal/dining charges or plan. A - Costs for dining plans are found at the bottom of https://housing.appstate.edu/halls. Any questions about changes, required meal plans or use of the meal plan should be directed to Campus Dining. Note- In addition to the meal/dining plan, Appstate offers a Campus Cash account that is also connected to their Appcard like the meal/dining plan. To add money go to https://appcard.appstate.edu. Questions about the express account can be found on the same link or additional questions should be directed to the AppCard Office. Q: The Meal Plan cost for this year is significantly higher than last year, why did it increase so much? A: Campus Dining has changed how the Meal Plans are structured and their costs. You can find more information about the new Meal Plans on their website, dining.appstate.edu. If you have further questions, you can contact Campus Dining by email at dining@appstate.edu or by phone at (828) 262-3061. Q - Is there a maximum for tuition and Fees? A - Yes, Undergraduate Students are capped at 12 credit hours and Graduate/Doctoral students at 9 credit hours for tuition only. This means if a student takes more than 12 or 9 respectively, the additional hours will not cause an additional tuition charge. Main Campus fees are capped at 12 or 9 hours respectively. For Distance Education and Appstate Online Q - I want a better understanding of what fees are and go towards? A - Links to the Tuition and Fee document are below. The last 3-4 pages explain the amount of fees charged based on the number of credit hoursing being taken and how much goes to each area. Below that is a description of what the fee is. The only fee that can be opt-out of is the book rental fee and this applies only to Undergraduate Students. Undergraduate detail of Tuition and Fees https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/undergraduate_fall_22_spring_23_tuition.p df Graduate detail of Tuition and Fees https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/graduate_schedule_of_tuition_and_fees.pd f Appstate Online Cohort Programs Tuition and Fees https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuitio n-and-fees Q - My most recent bill needs to be updated. How do I get an updated bill? A- Students who remain subject to cancellation will get an updated billing notification on November 30th, December 7th, December 14th, and January 4th . Additional updated billing information will be available https://housing.appstate.edu/halls https://appcard.appstate.edu mailto:dining@appstate.edu https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/undergraduate_fall_22_spring_23_tuition.pdf https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/undergraduate_fall_22_spring_23_tuition.pdf https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/graduate_schedule_of_tuition_and_fees.pdf https://studentaccounts.appstate.edu/sites/default/files/TF_Docs/graduate_schedule_of_tuition_and_fees.pdf https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuition-and-fees https://studentaccounts.appstate.edu/tuition-fees/appstate-online-tuition-fees/2022-23-appstate-online-tuition-and-fees after the first week of class. Students who need an updated invoice for a third party may either print out the activity view in Touchnet in real time or email studentaccounts@appstate.edu. Q - I received an email from cashiers@appstate.edu that referencing the GEER Grant that paid off my past due balance. **The Office of Student Accounts has offset your past due balance from [XXX time period] with grant funding from the Governor's Emergency Education Relief (GEER) Fund provided by the 2021 CARES Act. Students were selected to receive this limited amount of grant funding based on a number of factors, including financial need and residency in the State of North Carolina. This is grant funding that you do not have to pay back. We hope this helps alleviate financial hardship due to the COVID-19 pandemic and allows you to make continued progress toward earning your degree at App State.* A - Appalachian State University received a limited amount of funding from the Governor’s Emergency Education Relief (GEER) Fund that was provided by the 2021 CARES Act. Students who received this grant were selected based on a number of factors that included, residency, financial need based on the student FAFSA. These funds are classified as a grant and do not need to be repaid. ● NC Residency for Tuition Purposes (RDS) Q - Why am I being charged Out-of-State Tuition when I live in NC? A - Per North Carolina General Statute Residency is decided by a statewide determination system ncresidency.org. Deadline - Students claiming in-state residency must complete RDS. In order for your residency determination to affect the tuition rate for the current term at Appalachian State, your RDS determination must have an effective date on, or before, the 45th day of class for fall and spring semesters or 9th class day for summer terms. RDS determinations received after these dates will not affect the tuition rate for the current term but will take effect for the next term. Q - The RDS system says I am not a NC resident for tuition purposes. I disagree, what can I do? A- A student may request reconsideration (appeal) of their decision. https://ncresidency.cfnc.org/residencyInfo/pdf/RDSAppeals.pdf Please contact RDS for more information: The RDS Call Center Hours are Monday - Thursday 8am-6pm, Friday 8am-5pm Eastern Time. Toll-free Student Number: 844.319.3640 Local Student Number: 919.835.2290 mailto:studentaccounts@appstate.edu mailto:accounts@appstate.edu mailto:cashiers@appstate.edu https://ncresidency.cfnc.org/residencyInfo/ https://ncresidency.cfnc.org/residencyInfo/pdf/RDSAppeals.pdf Fax number: 919.835.2427 Email: rdsinfo@ncresidency.org ● Medical Insurance Q: Why do I have a medical insurance charge on my account? A: Medical Insurance is required by the UNC System. Students who already have insurance may request to opt-out of the medical insurance by going to https://healthservices.appstate.edu/2017-2018-health-insurance-information. Once requested, the student will receive an email saying that the request has been received. From 1 day up to 2 weeks the student will receive an email either approving or rejecting the request. Please contact Health Services for additional assistance or information. Q: I waived out of the health insurance, so why am I being charged the "Health Services Access" charge? A: The health insurance charge and the health services access charge are completely separate charges. The "Health Services Access" charge is a general fee that any student (enrolled in 6 or more hours) is required to pay each semester. This is to cover the operating expenses for Student Health Services (infirmary, pharmacy and clinic). Q: I have waived out of health insurance. Why has it not been taken off my E-bill? A: The E-bill is a statement of your bill as of the date it was released. It will not be changed or updated. To view any adjustments to your account, please log into the Billing and Payment Center by Touchnet and click on Account Activity. Q: What is the last day to waive out of health insurance? A: The last day to waive out of Health Insurance is January 31st, 2023. ● Refunds Q: When will I get my refund? A: Refunds begin processing the week before classes start. For Spring 2023, we will begin processing refunds on January 10th. We then continue processing additional refunds, as appropriate, twice per week throughout the semester. We recommend setting up direct deposit for a timely and efficient direct deposit. Direct Deposit is set up through the Billing and Payment Center by Touchnet. See the tutorial on the Student accounts webpage Set up a Refund Account for instructions. A: As a general rule, refunds will be processed each Tuesday & Thursday for the Spring Semester. If you have a credit balance, and it has not been refunded beginning on 1/23/23, you should contact the Office of Student Financial Aid. In some cases they must hold certain refunds for a short period of time. https://healthservices.appstate.edu/2017-2018-health-insurance-information https://docs.google.com/document/d/1a7fCJdfKLhUVTJaLsKjNSUxO5Z94ajC5fAnFQnbCx6w/edit?usp=sharing Q: My refund was not the amount I expected, why? A:There could be a wide variety of reasons for this. Some of the funds do not arrive to ASU at the same time. We cannot refund the funds until the money has been received by ASU. Please log in to Touchnet and review your charges and aid that have been posted. If you still show Memoed Financial Aid, the funds have not yet been received. Additionally, ASU, as a general rule, splits all aid between the Fall and Spring terms as Spring Charges are not assessed and billed until late November. Q: I see a refund posted to my account. When will I receive the funds? A: Generally, funds are debited from our bank, the day after the refund posts to your account. Checks and Direct Deposits are mailed the following day. We suggest allowing 3-5 days to receive your refund. Direct Deposit is the quickest method to receive refunds. If the refund has already been processed, it is too late to sign up for direct deposit for this refund but we encourage you to sign up for direct deposit now so that you have it for future terms. Q: I did not sign up for direct deposit, what address will my check be sent to? A: Refund checks to students are sent to the address you entered. Please check your appalnet portal, select the personal information tab, then select view address and telephone numbers. This lists all addresses we have for you. If there is a “refund address” that is active, we will send your refund to that address. If not, the priority order we search for an address to send the check to is: “Enrolled Student Mailing Address”, then “Local Address”, then “Accounts Payable Address”. The first active address that we have is where the refund is sent. A: Parent refunds are sent to the address indicated on the Parent PLUS (Parent Loan of an Undergraduate Student) Application that was filed with studentaid.gov. Q: Is it too late to set up direct deposit for your refund? A: Log in to Touchnet and then view activity. If you see the refund posted, then yes it is too late for this refund. You may still sign up for future refunds via direct deposit. If the refund has not yet been posted, then you may still sign up for Direct Deposit in Touchnet. Q: I see that a refund has been posted to my account, but I still have a balance. Why? A: The Department of Education limits the types of charges that certain types of federal financial aid can offset and pay. Charges such as health insurance, parking, and other miscellaneous charges cannot be covered by federal aid, unless you have given Title IV authorization with the Office of Financial Aid. Once you receive your refund, you should log in to confirm that your balance is zero. If it is not,you should use your refund to pay your balance before spending. Q: How do I grant Title IV authorization, so my Federal Aid can be used for all of my charges? A: You will have to grant that authorization with the Office of Financial Aid before any refunds have been processed. You can find more information about this authorization and how to approve it on Financial Aid’s website, https://financialaid.appstate.edu/faq/title-iv-authorization Q: I have been set up as an authorized user for my student. Can I set up a Direct Deposit Account for them? A: Authorized users cannot set up Direct Deposit accounts for themselves or for their students. The account has to be set up by the student when they are logged into the Touchnet Billing and Payment Center. For more information, please see the tutorial, Set up a Refund Account, on the Tutorial & FAQ tab on the Student Accounts webpage. Q: I have a credit balance on my account. Can it be applied to next term’s balances? A: Due to Federal and State compliance and audit requirements, we cannot hold credit balances over to a future term. These credit balances will be refunded to the student via Direct Deposit or by a mailed paper check. Q: I have a refund check, but it has been lost/expired. What can I do? A; For assistance with that issue, you can contact the Controller’s Office by phone at (828) 262-2110. Q: I am attempting to make a payment, but I get an error code of “(-1,941)”, why won’t my payment process? A: The “1,941” can be caused by a couple of issues. First, you need to be using a compatible web browser, like Chrome or Firefox. If you are, then that code means that some part of the account information, like name on the account, address, routing number, etc, does not match the information with your bank. You will need to contact your bank to ensure you are entering the same information that they have for your account. ● Parking Passes Q: I either have or want to sign up for parking on campus but do not see a charge for it, why? See https://parking.appstate.edu/student-parking/registration-parking for more detailed information or contact the Parking and Transportation Department. ● Orientation Q: I already paid for orientation. Why is there a charge for it on my bill? A: Parents and Students have individual charges for their participation in orientation events. Parent orientation fees are pre-paid upon registration. Student orientation fees are charged to their account after they attend. https://docs.google.com/document/d/1a7fCJdfKLhUVTJaLsKjNSUxO5Z94ajC5fAnFQnbCx6w/edit https://parking.appstate.edu/student-parking/registration-parking ● Book Rental Q: Why am I being charged a book rental A: Book Rental is a valuable service that ASU offers and often saves students hundreds of dollars each term. See https://bookstore.appstate.edu/t-textbook-rental-program.aspx Q: I have never been charged a book rental fee in the past, why now? A: Beginning with Summer 2021 the Book Rental program now also includes our Appstate Online Programs where in the past it only applied to Main Campus Programs. Contact the bookstore with questions or concerns. Q: Can I opt-out of the Book Rental Fee? A: Yes, anyone can opt out of the book rental fee by contacting the bookstore directly. Please note the book rental program cannot be partially opted out of. Students must either pay the amount charged or waive the entire program for the semester. Contact the bookstore to complete the opt-out process for book rentals. Q: When is the last day that I can Opt out of the Book Rental System? A;: January 30, 2023. You can contact the University Bookstore by email at asubookstore@appstate.edu or by phone at (828) 262-3070. ● Course Schedule Cancellation/When is Payment Due Q: When is my bill due? I keep receiving emails saying that my classes are going to be canceled. What can I do to keep my classes from being canceled? https://bookstore.appstate.edu/t-textbook-rental-program.aspx mailto:asubookstore@appstate.edu found at https://studentaccounts.appstate.edu/billing A: Bills are due upon receipt BUT atleast one of the items below must be completed before 8am on January 9th to avoid a student's classes being canceled. You can avoid cancellation by completing one of the items below: ● Pay your current account balance. https://studentaccounts.appstate.edu/billing ● Enroll in a Touchnet Payment Plan and make payments as agreed. Please see the Payment Plan Tutorial on the Tutorial & FAQ tab on the Student Accounts website. ● The Student (authorized users do not have access to this) Consent to the Payment Agreement for Spring 2023 form inside the Touchnet Billing and Payment Center as seen below.. By consenting, you agree to pay any current and future charges for the term but payment will not reach us by cancellation due to a time delay with a funding source. This schedule protection form will be available through January 5th. However, consenting to this agreement does not guarantee schedule protection if you currently owe a balance in a prior term. Completion of any of these items will result in an email confirmation that your schedule has been protected from cancellation within 2 business days. Once confirmed, you will remain confirmed unless your payment is rejected by your bank. Q: My student’s schedule has been canceled, what can I do now? A: If your student’s schedule has been canceled, it means that one of the criteria listed above was not met prior to the course cancellation on the morning of 1/9/23. At this point registration is closed for the day. Your student may re-register at 12:00am on 1/10 if they do not have a prior past due balance. If they do have a past due balance, that must be paid first. There is NO GUARANTEE that your student will be able to get back https://docs.google.com/document/d/1a7fCJdfKLhUVTJaLsKjNSUxO5Z94ajC5fAnFQnbCx6w/edit in the same section/courses they were originally in. If for some reason this is absolutely required, the student must reach out to the professor and see if they will approve the student being manually added to the course. Q: My student’s schedule was canceled in error, what do I do? A: (only applicable until 3pm 1/9/2023) If your student’s classes were canceled due to a true administrative error, the student should immediately reach out to that department (ie, Financial Aid normally). It is critical that this be done immediately. If there was no administrative error, the student must re-register beginning at 12:00am 1/10. Q: I am an authorized user on my students account. Why can I not see the Payment Agreement? A: The Payment Agreement form is only available to the student in their Touchnet Billing and Payment Center. The agreement will appear when the student logs into their Touchnet Billing and Payment Center with the Consents & Agreements. Q - I received an email stating that “Schedule protected from Cancellation” I am “confirmed” for the Spring semester and that I won’t have my registration canceled. What does that mean? A - This means that the student has met one of the criteria to avoid cancellation and will not be canceled. Q - I received an email stating that my payment agreement request has been declined. What does that mean? A - This means that you requested a payment deferral by clicking on the consent button in the Touchnet Portal. Unfortunately, you owe money from a prior term and until that past due balance is paid in full, we cannot accept this request. Please pay the past due balance and you are welcome to resubmit your request. Q: How can I see that my student’s schedule is safe from cancellation? If a student has completed one of the requirements to avoid cancellation since the last batch update (processed each weekday), they will need to wait until the next one to log in and confirm that they have met at least one of the criteria to avoid cancellation. A: Students can log in to appalnet.appstate.edu, click on the student tab, then Student Accounts, then View Schedule Cancellation Status. The student will pick the Spring 2023 term. One of the following screens will appear... This will appear if the student has completed at least one requirement to avoid cancellation This will appear if the student is still subject to cancellation at 8am on Monday January 9th. ● Payments Q: Can I make a payment over the phone A: We do not accept phone payments. Please see the other payment options below or on https://studentaccounts.appstate.edu/payments for more information. Q: How do I pay the bill? A: To pay online, see “LOG-IN Issues” Subheading to access the Touchnet Portal A: Send check (personal, 529 plan, IRA withdrawal) to: ASU Student Accounts PO BOX 32005 Boone NC 28608 A: To pay via electronic check, log in to the Billing and Payment Center. 1. Log in to the Billing and Payment Center, 2. Click on either of the to “Make Payment Buttons” as seen below 3. Enter the Payment date and click in the box beside the term that you wish to pay balances. When the box turns blue, delete the prefilled amount, 0.00. Enter the amount https://studentaccounts.appstate.edu/payments you wish to pay and click anyway on the screen outside of the box. Then click the Continue button to continue with the payment. . Q: Can you cancel a payment on my account? A: We cannot cancel a payment once it has been placed on your student account. You will need to contact your bank to place a stop payment on that transaction. Once we receive notification from our bank that the payment has been rejected, we will reverse the payment on the account and place a $35.00 Failed Payment charge. We will also send an email to your appstate.edu email address when we have been notified that the payment has failed. Q: Do you accept payments from 529 plans? A: Our office does receive payments from 529 companies. The checks should be mailed to our office at the address below: Office of Student Accounts ASU PO Box 32005 Boone, NC 28608 Please make sure that the company includes the student’s ID number with the check. Q: Do you accept payments from state prepaid plans? How much will they pay? A: We accept payments from state prepaid plans. You need to contact your prepaid plan and tell them you are attending ASU and what term you are starting. Your state prepaid plan can tell you how much they will pay per credit hour. State prepaid payments can arrive 4-8 weeks into the semester. Students should manage their finances accordingly. Q: I paid the tuition a couple of days ago by Electronic Check, but why has not been withdrawn from my account yet? A: Generally, Electronic Checks take 3 to 5 business days to process before you will see them reflected on your account. Q: I made my payment, but accidentally did not pay the change amount and now the system will not let me make another payment. What can I do? A: The Billing & Payment Center will not accept a payment of less than a dollar nor will it let you overpay. You can handle this one of two ways. You can come by our office in the John E. Thomas building, room 215, Monday through Friday 8am to 4pm, and pay the balance. The other option is, if you are going to be enrolled in a future semester, you can let the balance carry forward onto your next tuition bill. That amount due alone will not result in any holds or penalties being placed onto your account. If you do choose to carry the balance forward, you will still receive all of our notices and Updated Billing Statements. As long as your amount due does not change, that balance will result in any holds for registration. Q: I have Post-9/11 GI Bill / Ch. 33 / Ch. 35 benefits. Why do I have a bill? Can you apply my benefits to my bill? A: All students receive at least one bill for the semester. Your benefits will be processed by one of our certifying officers in Financial Aid. To check on the status of your benefits, please contact Financial Aid and ask to speak to their Veterans Affairs representative. Q: What kinds of accounts can I use to make a payment by Electronic Check? A: Unless you are using a personal checking account, we strongly recommend checking with your bank to see if they accept ACH payments out of that particular account before you submit your payment. Any failed payment would be subject to the $35.00 failed payment fee. Q: I made a $200 deposit when my student first enrolled at Appalachian. When will that be applied to their account? A: The $200 will be placed onto the account after the student’s enrollment is confirmed after the end of the Drop/Add period, which for Spring is the first week of classes. Payment Plans Q: How do I enroll in a Payment Plan? A: Payment Plans are available in the Touchnet Billing and Payment Center for Spring 2023. The enrollment fee for payment plans is $40 per term and it is non-refundable. The amounts included in the payment plans are calculated in real-time and are based on your current term charges. Changes in payment plan amounts will update daily based on any new charges, credits, or pending payments. Enrollment dates for Spring Payment plans are listed below: ● 5 Pay Payment Plan - Enrollment begins on November 16th and ends on December 15th. Payment due at the time of enrollment is $40 plus 20% of your total account balance. There will be 4 equal remaining payments. Payment due dates are January 15, February 15, March 15 and April 15. ● 4 Pay Payment Plan - Enrollment begins on December 15th and ends on January 15. Payment due at the time of enrollment is $40 plus 25% of your total account balance. There will be 3 equal remaining payments. Payment due dates are February 15, March 15 and April 15. ● 3 Pay Payment Plan - Enrollment begins on January 16th and ends on February 15th. Payment due at the time of enrollment is $40 plus 33% of your total account balance. There will be 2 equal remaining payments. Payment due dates are March 15 and April 15. For more information, please see the Payment Plan Tutorial on the Tutorial & FAQ tab on the Student Accounts website. Q: Why do I receive a billing statement if I am enrolled in a Payment Plan? A: Touchnet generates a billing statement to any student who has a balance on their account, even students enrolled in a payment plan. Students who are currently up to date on their payments in the payment plan will receive a billing statement with a balance of $0.00. Students who have missed payments will see these payments included in their amount due. Q: Why did my payments go up on my payment plan? A: The amounts included in the payment plans are calculated in real-time and are based on your current term charges. Changes in payment plan amounts will update daily based on any new charges, credits, or pending payments. Also, issues with Financial Aid can cause changes in payment plan payments. If Financial Aid that was previously listed on your account expired and did not post to your account, your payments would increase. Please contact the Office of Financial Aid for information about the posting of Financial Aid to your account. You can contact them by email at financialaid@appstate.ed or by phone at (828) 262-2190. https://docs.google.com/document/d/1-Zpl29aEGe_7RgxIOFfeGvs1M7goF9uM2HoBEWk_xMM/edit mailto:financialaid@appstate.ed Q: Is it possible to have two active payment plans for one semester? A: The Billing & Payment Center will automatically set a payment plan to cover the entire balance currently on the student’s account. We cannot set the system to allow for multiple plans in the same semester. Q: After I sign up for a payment plan, can I mail my monthly payments directly to your office? A: All monthly installment payments need to be made in the Billing & Payment Center by Touchnet. ● Registration Holds/Collections/Tuition Waivers Questions A: For detailed questions regarding registration holds, collections agencies or past due amounts, or Tuition Waivers for Faculty/Staff/or Disabled Emergency Worker Waivers, please direct to email collections@appstate.edu ESCALATE TO Tier 2 When a call is beyond the realm of information you have access to, and the call is related to tuition and fees, methods of payment, payment plans, refunds, or other items that do not fit another department listed below in the “Other Departments Section”, please transfer the call to (828) 262 - xxxx. Before transferring make sure that if the individual is not the student, inform them that for Tier 2 support to be able to assist them, their student must have listed them in the appalnet and parent authorization and they must have the Student Name, Student ID (also called Banner ID and beings with 900xxxxxx), and their 6 digit numerical Parent PIN number for us to be able to assist them. If they end up going to voicemail, we are keeping up with them pretty quickly, but need them to leave a contact number, Name, and Banner ID and Parent PIN if not the student. If they do not, they will have to get it and then call back through Tier 1 Support again. DEPARTMENTAL CONTACT INFO Department Name Phone Number Email Address Website Financial Aid (828) 262-2190 financialaid@appstate.edu www.financialaid.appstate.edu University Housing (828) 262-2160 housing@appstate.edu www.housing.appstate.edu Campus Dining (828) 262-3061 dining@appstate.edu www.dining.appstate.edu Campus Bookstore (828) 262-3070 asubookstore@appstate.edu www.bookstore.appstate.edu AppCard Office (828) 262-6141 appcardoffice@appstate.edu www.appcard.appstate.edu Parking & Traffic (828) 262-2878 parking@appstate.edu www.parking.appstate.edu Health Services (828) 262-7463 studentinsurance@appstate.edu https://healthservices.appstat e.edu/2017-2018-health-insur ance-information NC Residency Determination 844.319.3640 rdsinfo@ncresidency.org https://ncresidency.cfnc.org/r esidencyInfo/contact HELPFUL LINKS Student Accounts Tutorials https://studentaccounts.appstate.edu/tutorial-faq University Bookstore Textbook Rental Program https://bookstore.appstate.edu/t-textbook-rental-program.aspx Student Health Insurance https://healthservices.appstate.edu/2017-2018-health-insurance-information AppCard Express Account https://appcard.appstate.edu mailto:financialaid@appstate.edu http://www.financialaid.appstate.edu http://www.financialaid.appstate.edu mailto:housing@appstate.edu http://www.housing.appstate.edu mailto:dining@appstate.edu http://www.dining.appstate.edu mailto:asubookstore@appstate.edu http://www.bookstore.appstate.edu mailto:appcardoffice@appstate.edu http://www.appcard.appstate.edu mailto:parking@appstate.edu http://www.parking.appstate.edu mailto:studentinsurance@appstate.edu mailto:studentinsurance@appstate.edu https://healthservices.appstate.edu/2017-2018-health-insurance-information https://healthservices.appstate.edu/2017-2018-health-insurance-information https://healthservices.appstate.edu/2017-2018-health-insurance-information mailto:rdsinfo@ncresidency.org https://ncresidency.cfnc.org/residencyInfo/contact https://ncresidency.cfnc.org/residencyInfo/contact https://studentaccounts.appstate.edu/tutorial-faq https://bookstore.appstate.edu/t-textbook-rental-program.aspx https://healthservices.appstate.edu/2017-2018-health-insurance-information https://appcard.appstate.edu Housing & Meal/Dining Plan Rates https://housing.appstate.edu/halls Title IV Authorization https://financialaid.appstate.edu/faq/title-iv-authorization https://housing.appstate.edu/halls