Automatic Call Distribution System Replacement

Page 1 of 78 Department of Buildings and General Services Agency of Administration Office of Purchasing & Contracting 133 State Street, 5th Floor | Montpelier VT 05633-8000 802-828-2211 phone |802-828-2222 fax http://bgs.vermont.gov/purchasing SEALED BID REQUEST FOR PROPOSAL Vermont Agency of Digital Services Automatic Call Distribution System ISSUE DATE May 8, 2023 BIDDERS CONFERENCE May 24, 2023 – 1:00 (EST) Microsoft Teams meeting Click here to join the meeting Meeting ID: 268 053 652 608 Passcode: GDpFC3 Download Teams | Join on the web Or call in (audio only) +1 802-828-7667,,861198184# United States, Montpelier Phone Conference ID: 861 198 184# Find a local number | Reset PIN QUESTIONS DUE May 26, 2023 – 4:30 (EST) RFP RESPONSES DUE BY June 16, 2023 – 4:30 PM (EST) PLEASE BE ADVISED THAT ALL NOTIFICATIONS, RELEASES, AND ADDENDUMS ASSOCIATED WITH THIS RFP WILL BE POSTED AT:

href="http://www.bgs.state.vt.us/pca/bids/bids.php" target="_blank">http://www.bgs.state.vt.us/pca/bids/bids.php THE STATE WILL MAKE NO ATTEMPT TO CONTACT INTERESTED PARTIES WITH UPDATED INFORMATION. IT IS THE RESPONSIBILITY OF EACH BIDDER TO PERIODICALLY CHECK THE ABOVE WEBPAGEFOR ANY AND ALL NOTIFICATIONS, RELEASES AND ADDENDUMS ASSOCIATED WITH THIS RFP. STATE CONTACT: E-MAIL: Kyle Emerson kyle.emerson@vermont.gov USE SUBJECT: AUTOMATIC CALL DISTRIBUTION http://bgs.vermont.gov/purchasing https://teams.microsoft.com/l/meetup-join/19%3ameeting_ODQyYmQ1M2ItZTU2Ni00ZTBmLWJiOGUtNjA3Mzc1ZmJhNzNk%40thread.v2/0?context=%7b%22Tid%22%3a%2220b4933b-baad-433c-9c02-70edcc7559c6%22%2c%22Oid%22%3a%2272b844c8-c931-479e-b7a9-54cff88dbcbe%22%7d https://www.microsoft.com/en-us/microsoft-teams/download-app https://www.microsoft.com/microsoft-teams/join-a-meeting tel:+18028287667,,861198184#%20 https://dialin.teams.microsoft.com/6c1bf28d-e63a-48bd-95e6-ed754f13bf27?id=861198184 https://dialin.teams.microsoft.com/usp/pstnconferencing http://www.bgs.state.vt.us/pca/bids/bids.php mailto:kyle.emerson@vermont.gov Page 2 of 78 1. OVERVIEW: 1.1. SCOPE AND BACKGROUND: Through this Request for Proposal (RFP) the Agency of Digital Services (hereinafter the “State”) is seeking to establish contracts with one or more companies that can provide an Automatic Call Distribution System. 1.2. CONTRACT PERIOD: Any Contract(s) arising from this RFP will be for a period of 5 years with an option to renew for up to two additional twelve-month periods. The State anticipates the start date for such contract(s) will be August 21, 2023. 1.3. SINGLE POINT OF CONTACT: All communications concerning this RFP are to be addressed in writing to the State Contact listed on the front page of this RFP. Actual or attempted contact with any other individual from the State concerning this RFP is strictly prohibited and may result in disqualification. 1.4. BIDDERS’ CONFERENCE: A non-mandatory bidders’ conference will be held remotely at the date and time indicated on the front page of this RFP. 1.4.1. If there is a remote bidders’ conference, and call-in information is not provided on the front page of the RFP, all potential bidders may send an e-mail to the State Contact with Bidder’s firm and contact info and shall then be provided with call-in details. 1.5. QUESTION AND ANSWER PERIOD: Any bidder requiring clarification of any section of this RFP or wishing to comment on any requirement of the RFP must submit specific questions in writing no later than the deadline for question indicated on the first page of this RFP. Questions may be e-mailed to the point of contact on the front page of this RFP. Questions or comments not raised in writing on or before the last day of the question period are thereafter waived. At the close of the question period a copy of all questions or comments and the State's responses will be posted on the State’s web site http://www.bgs.state.vt.us/pca/bids/bids.php . Every effort will be made to post this information as soon as possible after the question period ends, contingent on the number and complexity of the questions. 1.6. CHANGES TO THIS RFP: Any modifications to this RFP will be made in writing by the State through the issuance of an Addendum to this RFP and posted online at http://www.bgs.state.vt.us/pca/bids/bids.php . Modifications from any other source are not to be considered. 2. DETAILED REQUIREMENTS/DESIRED OUTCOMES: 2.1. The State of Vermont is interested in obtaining bids to meet the following business need(s): The Automatic Call Distribution (ACD) system provides the functionality for 13 call centers operated by state agencies. This project is to replace the current on-premises system with a new cloud-based one. 2.1.1. ACD software: This is the primary component that manages the distribution of incoming calls to the appropriate agents. The software also provides real-time monitoring, reporting, and analytics of call center metrics. 2.1.2. Interactive Voice Response (IVR) system: The IVR system is an automated phone menu that allows callers to interact with the system using voice or touch-tone keypad inputs. The IVR system can route callers to the appropriate department or agent based on their input. The IVR system is designed to help callers reach the appropriate department or agent quickly and efficiently, without having to wait on hold for a long time. The IVR system uses pre-recorded voice prompts and menus to guide callers through a series of options. The prompts can be customized to reflect the caller's language and the purpose of the call. For example, a caller may be prompted to select an option for sales, support, billing, or technical assistance. The IVR system can also use speech recognition technology to allow callers to speak their options instead of using the touch-tone keypad. This makes the system more user-friendly and can reduce the amount of time it takes for the caller to reach the appropriate agent. http://www.bgs.state.vt.us/pca/bids/bids.php http://www.bgs.state.vt.us/pca/bids/bids.php Page 3 of 78 Once the caller selects an option, the IVR system routes the call to the appropriate department or agent. The system can also provide callers with estimated wait times and hold music or messages to keep them informed and engaged while waiting for an agent to become available. 2.1.3. Call queuing: The ACD system typically includes a call queuing feature that allows incoming calls to be placed in a queue until an agent is available to take the call. This ensures that callers are not left on hold for long periods. The call is automatically placed in a queue, where it waits until an agent becomes available. The Call Queuing component typically includes features such as estimated wait times, position in the queue, and hold music or messages. These features are designed to keep callers informed and engaged while they are waiting for an agent to become available. The estimated wait time feature provides callers with an approximate time they can expect to wait before an agent becomes available. This can help manage caller expectations and reduce frustration. The position in the queue feature informs callers of their position in line to speak with an agent. This can help callers understand how long they may need to wait to speak with an agent and can also help manage expectations. The hold music or message feature plays music or a message while the caller is waiting in the queue. This can help keep callers engaged and reduce the feeling of waiting on hold in silence. Call Queuing component can also be configured with features like prioritization or intelligent routing, which can allow higher priority calls to be served before others. This can be based on different factors like customer profile, previous interactions, etc. 2.1.4. Agent workstations: The ACD system provides agents with a workstation that includes a phone, a computer, and a headset. The workstation is used for handling calls, accessing customer information, and entering data into the system. Access customer information and enter data into the system. The workstations typically include a phone, computer, and headset, which are integrated into a single user interface. The phone is used to handle incoming calls and make outbound calls. It is typically a digital phone that is connected to the ACD system, allowing agents to access call queuing and call routing features. The phone may also include features such as hold, transfer, conference, and mute. The computer is used to access customer information, which is typically stored in a Customer Relationship Management (CRM) system. The CRM system allows agents to access customer data, including contact information, call history, purchase history, and other relevant details. This information can be used to personalize the customer experience and resolve issues more efficiently. The headset is used to communicate with callers without having to hold a handset. The headset may include noise-cancellation features to block out background noise and ensure clear communication with the caller. The ACD system may also include other features on the agent workstation, such as call scripting tools that provide agents with pre-written scripts to follow during a call. This ensures that the agent provides consistent and accurate information to the caller. In addition to handling calls, agents may also use the workstation to handle other types of customer interactions, such as emails, chat, or social media messages. The ACD system can integrate these different channels, allowing agents to manage all customer interactions from a single interface. 2.1.5. Reporting and analytics: The ACD system provides real-time reporting and analytics of call center metrics such as call volume, wait times, and agent performance. This information is used to optimize call center operations and improve customer service. The component captures data on various aspects of call center operations, including call volume, wait times, call duration, agent performance, and customer satisfaction. Page 4 of 78 The data is typically stored in a centralized database and can be accessed through a reporting and analytics dashboard. The dashboard provides real-time and historical data on call center performance, which can be used to identify trends, track key performance indicators (KPIs), and make data-driven decisions to improve operations. Some of the key metrics that can be tracked using the Reporting and Analytics component include: Service level: This is the percentage of calls answered within a certain amount of time, usually measured in seconds. A high service level indicates that calls are being answered quickly and efficiently. Average handle time: This is the average duration of a call, including hold time, talk time, and after-call work. A low average handling time indicates that agents are handling calls efficiently and resolving issues quickly. Abandonment rate: This is the percentage of calls that are abandoned by the caller before reaching an agent. A high abandonment rate indicates that callers are experiencing long wait times and are becoming frustrated with the call center. First call resolution: This is the percentage of calls that are resolved on the first call, without the need for follow-up calls or escalation. A high first call resolution rate indicates that agents are able to resolve issues quickly and effectively. Customer satisfaction: This is a measure of how satisfied customers are with the service provided by the call center. Customer satisfaction can be measured through surveys or feedback forms, which can be integrated into the ACD system. 2.1.6. Integration with other systems: The ACD system can be integrated with other systems such as customer relationship management (CRM) software, workforce management software, and quality assurance systems. This integration allows for a more streamlined and efficient call center operation. Customer Relationship Management (CRM) systems: A CRM system stores customer information and can provide agents with important context about the customer they are speaking with. Integration with a CRM system allows for the automatic retrieval of customer information, reducing the need for agents to manually search for customer data. Interactive Voice Response (IVR) systems: An IVR system can be used to collect information from callers before they are connected to an agent. Integration with an IVR system allows for the automatic transfer of this information to the agent's workstation, providing context for the call and reducing call handling time. Workforce Management (WFM) systems: A WFM system is used to manage staffing and scheduling within the call center. Integration with a WFM system allows for the automatic transfer of call data, allowing managers to make staffing decisions based on call volume and other factors. Knowledge Management systems: A Knowledge Management system is used to store and manage information such as FAQs, product information, and troubleshooting guides. Integration with a Knowledge Management system allows for the automatic retrieval of relevant information during a call, allowing agents to answer customer questions quickly and accurately. Sales and Marketing systems: Integration with sales and marketing systems allows for the automatic tracking of leads, sales, and marketing campaigns, providing valuable insights into the effectiveness of these efforts. Page 5 of 78 AS/S? Presentation Layer ACD Capabilities and Workflows • Phone menu • Language prompts • Speech recognition • Route to dept./ agent • Call queue pending availability • Estimate time in queue, hold music, messages • Wait time • Prioritization, high priority • Computer, headset, phone • CRM access • Scripts, scripting tools • 360 view of services, applications • ACD – call volumn, wait times, duration, agent performance, customer satisfaction • Centralized DB • KPIs – Service Level, Avg time, Abandonment Rate, 1st call resolutions, customer satisfaction • CRM System • Workforce Management • Payment systems ACD Capabilities • Other SOV Systems, services • TTY Capabilities Access Layer mobile tablet TTY and In person PC telephone Video conf. SOV AzureAD Anypoint SaaS APIs for CRM, Ivanti, NIC, Power BI and Okta(Synchronous/ Asynchronous TBD AS/S? AS/S? AS/S? AS/S? AS/S? Preliminary Logical Architecture Diagram Page 6 of 78 2.2. The State of Vermont seeks to achieve the following Business Value(s): 2.2.1. Enterprise Alignment and Readiness: The ACD system is used by 9 organizations across State government to support conversations with their constituents. The value from Enterprise Alignment and Readiness will show up at each of the Agencies that use the ACD system. For example, Tax will be better able to field called in questions from taxpayers. 2.2.2. Customer Service Improvement: The current system is not a cloud-based subscription model so tracking licensure expenses for bill back has been difficult. The current system also doesn't allow for the customer to help themselves i.e., setting out of office notices and other administrative changes which would empower our customers, resulting in faster turn around and less basic administration tickets for technical staff. 2.2.3. Risk Reduction: The current system is on-prem and lacks the resiliency of the cloud. Moving to a cloud-based system should improve availability. 2.2.4. Compliance: The current ACD system is not IRS 1075 compliant, and at least one of our customers has a history of asking questions where the answer may involve information covered by IRS 1075 (and potentially other, e.g., HIPPA, data). We need a better response for these situations than "do not record your calls." 2.2.5. Technical Debt: The current system is on-prem and lacks the functionality of modern systems. Moving to a cloud- based system will support the incremental addition of new functionality as customers require. 2.3. Functional and Non-Functional Requirements 2.3.1. The State’s Functional and Non-Functional Requirements are provided in the attached State of Vermont Bidder Response Form (Exhibit C). 2.3.2. The Non-Functional Requirements include requirements for the following: 2.3.2.1. Hosting 2.3.2.2. Application Solution 2.3.2.3. Security 2.3.2.4. Other Non-Functional Requirements 2.3.2.5. Data Compliance: Solutions must adhere to applicable State and Federal standards, policies, and laws. The Bidder Response Form includes a table of data types and their applicable State and Federal standards, policies, and laws. The boxes in the table that are checked are the ones that are applicable to this procurement. 2.3.2.6. State of Vermont Cybersecurity Standard 23-01 3. GENERAL REQUIREMENTS: 3.1. PRICING: Bidders must price the terms of this solicitation at their best pricing. Any and all costs that Bidder wishes the State to consider must be submitted for consideration. If applicable, all equipment pricing is to include F.O.B. delivery to the ordering facility. No request for extra delivery cost will be honored. All equipment shall be delivered assembled, serviced, and ready for immediate use, unless otherwise requested by the State. 3.1.1. Prices and/or rates shall remain firm for the initial term of the contract. The pricing policy submitted by Bidder must (i) be clearly structured, accountable, and auditable and (ii) cover the full spectrum of materials and/or services required. Page 7 of 78 3.1.2. Cooperative Agreements. Bidders that have been awarded similar contracts through a competitive bidding process with another state and/or cooperative are welcome to submit the pricing in response to this solicitation. 3.1.3. Retainage. In the discretion of the State, a contract resulting from this RFP may provide that the State withhold a percentage of the total amount payable for some or all deliverables, such retainage to be payable upon satisfactory completion and State acceptance in accordance with the terms and conditions of the contract. 3.2. STATEMENT OF RIGHTS: The State shall have the authority to evaluate Responses and select the Bidder(s) as may be determined to be in the best interest of the State and consistent with the goals and performance requirements outlined in this RFP. The State of Vermont reserves the right to obtain clarification or additional information necessary to properly evaluate a proposal. Failure of bidder to respond to a request for additional information or clarification could result in rejection of that bidder's proposal. To secure a project that is deemed to be in the best interest of the State, the State reserves the right to accept or reject any and all bids, in whole or in part, with or without cause, and to waive technicalities in submissions. The State also reserves the right to make purchases outside of the awarded contracts where it is deemed in the best interest of the State. 3.2.1. Best and Final Offer (BAFO). At any time after submission of Responses and prior to the final selection of Bidder(s) for Contract negotiation or execution, the State may invite Bidder(s) to provide a BAFO. The state reserves the right to request BAFOs from only those Bidders that meet the minimum qualification requirements and/or have not been eliminated from consideration during the evaluation process. 3.2.2. Presentation. An in-person or webinar presentation by the Bidder may be required by the State if it will help the State’s evaluation process. The State will factor information presented during presentations into the evaluation. Bidders will be responsible for all costs associated with providing the presentation. 3.3. WORKER CLASSIFICATION COMPLIANCE REQUIREMENTS: In accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54), Bidders must comply with the following provisions and requirements. 3.3.1. Self Reporting: For bid amounts exceeding $250,000.00, Bidder shall complete the appropriate section in the attached Certificate of Compliance for purposes of self-reporting information relating to past violations, convictions, suspensions, and any other information related to past performance relative to coding and classification of workers. The State is requiring information on any violations that occurred in the previous 12 months. 3.3.2. Subcontractor Reporting: For bid amounts exceeding $250,000.00, Bidders are hereby notified that upon award of contract, and prior to contract execution, the State shall be provided with a list of all proposed subcontractors and subcontractors’ subcontractors, together with the identity of those subcontractors’ workers compensation insurance providers, and additional required or requested information, as applicable, in accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54). This requirement does not apply to subcontractors providing supplies only and no labor to the overall contract or project. This list MUST be updated and provided to the State as additional subcontractors are hired. A sample form is available online at http://bgs.vermont.gov/purchasing-contracting/forms. The subcontractor reporting form is not required to be submitted with the bid response. 3.4. EXECUTIVE ORDER 05-16: CLIMATE CHANGE CONSIDERATIONS IN STATE PROCUREMENTS: For bid amounts exceeding $25,000.00 Bidders are requested to complete the Climate Change Considerations in State Procurements Certification, which is included in the Certificate of Compliance for this RFP. After consideration of all relevant factors, a bidder that demonstrates business practices that promote clean energy and address climate change as identified in the Certification, shall be given favorable consideration in the competitive bidding process. Such favorable consideration shall be consistent with and not supersede any preference given to resident bidders of the State and/or products raised or manufactured in the State, as explained in the Method of Award section. But, such favorable consideration shall not be employed if prohibited by law or other relevant authority or agreement. Page 8 of 78 3.5. METHOD OF AWARD: Awards will be made in the best interest of the State. The State may award one or more contracts and reserves the right to make additional awards to other compliant bidders at any time if such award is deemed to be in the best interest of the State. All other considerations being equal, preference will be given first to resident bidders of the state and/or to products raised or manufactured in the state, and then to bidders who have practices that promote clean energy and address climate change, as identified in the applicable Certificate of Compliance. 3.5.1. Evaluation Criteria: Consideration shall be given to the Bidder’s project approach and methodology, qualifications and experience, ability to provide the services within the defined timeline, cost, and/or success in completing similar projects, as applicable, and to the extent specified below. Ref # Evaluation Criteria Weighting 1 Bidder Profile: Experience, Financial Strength, References (Bidder Response Form Part 1 of Exhibit C) 15% 2 Bidder Proposal/Solution and ability to meet the State’s Functional and Non-Functional Requirements (Bidder Response Form Part 2 – 4 of Exhibit C) 25% 3 Professional Implementation Services: Project Management and Technical services (Bidder Response Form Parts 5 and 6 of Exhibit C) 15% 4 Maintenance and Support Services (Bidder Response Form Part 7 of Exhibit C) 15% 5 Pricing: includes licensing, maintenance, and warranty (Bidder Response Form Part 8 of Exhibit C) 15% 6 Ability to Meet Timeline – In production not later than January 31, 2024 15% 7 Acceptance of State Terms and Conditions Pass/Fail 8 Adherence to Mandatory Bidding Requirements Pass/Fail Total 100% 3.6. CONTRACT NEGOTIATION: Upon completion of the evaluation process, the State may select one or more bidders with which to negotiate a contract, based on the evaluation findings and other criteria deemed relevant for ensuring that the decision made is in the best interest of the State. In the event State is not successful in negotiating a contract with a selected bidder, the State reserves the option of negotiating with another bidder, or to end the proposal process entirely. 3.7. COST OF PREPARATION: Bidder shall be solely responsible for all expenses incurred in the preparation of a response to this RFP and shall be responsible for all expenses associated with any presentations or demonstrations associated with this request and/or any proposals made. 3.8. CONTRACT TERMS: The selected bidder(s) will be expected to sign a contract with the State, including the Standard Contract Form and Attachment C as attached to this RFP for reference. If IT Attachment D is included in this RFP, terms may be modified based upon the solution proposed by the Bidder, subject to approval by the Agency of Digital Services. 3.8.1. Business Registration. To be awarded a contract by the State of Vermont a bidder (except an individual doing business in his/her own name) must be registered with the Vermont Secretary of State’s office https://sos.vermont.gov/corporations/registration/and must obtain a Contractor’s Business Account Number issued by the Vermont Department of Taxes http://tax.vermont.gov/ . 3.8.2. The contract will obligate the bidder to provide the services and/or products identified in its bid, at the prices listed. 3.8.3. Payment Terms. Percentage discounts may be offered for prompt payments of invoices; however, such discounts must be in effect for a period of 30 days or more in order to be considered in making awards. 3.8.4. Quality. If applicable, all products provided under a contract with the State will be new and unused, unless otherwise stated. Factory seconds or remanufactured products will not be accepted unless specifically requested by the purchasing agency. All products provided by the contractor must meet https://sos.vermont.gov/corporations/registration/ http://tax.vermont.gov/ Page 9 of 78 all federal, state, and local standards for quality and safety requirements. Products not meeting these standards will be deemed unacceptable and returned to the contractor for credit at no charge to the State. 3.9. DEMONSTRATION: An in-person or webinar demonstration by the Bidder may be required by the State if it will help the State’s evaluation process. The State will factor information presented during demonstrations into the evaluation. Bidder will be responsible for all costs associated with the providing the demonstration. 3.10. INDEPENDENT REVIEW: Certain State information technology projects require independent expert review as described under 3 V.S.A. § 3303(d). Such review, if applicable, will inform the State’s decision to award any contract(s) resulting from this RFP. 4. CONTENT AND FORMAT OF RESPONSES: The content and format requirements listed below are the minimum requirements for State evaluation. These requirements are not intended to limit the content of a Bidder’s proposal. Bidders may include additional information or offer alternative solutions for the State’s consideration. However, the State discourages overly lengthy and costly proposals, and Bidders are advised to include only such information in their response as may be relevant to the requirements of this RFP. 4.1. The bid should include a Cover Letter and Technical Response and Price Schedule. 4.2. COVER LETTER: 4.2.1. Confidentiality. To the extent your bid contains information you consider to be proprietary and confidential, you must comply with the following requirements concerning the contents of your cover letter and the submission of a redacted copy of your bid (or affected portions thereof). 4.2.2. All responses to this RFP will become part of the contract file and will become a matter of public record under the State’s Public Records Act, 1 V.S.A. § 315 et seq. (the “Public Records Act”). If your response must include material that you consider to be proprietary and confidential under the Public Records Act, your cover letter must clearly identify each page or section of your response that you consider proprietary and confidential. Your cover letter must also include a written explanation for each marked section explaining why such material should be considered exempt from public disclosure in the event of a public records request, pursuant to 1 V.S.A. § 317(c), including the prospective harm to the competitive position of the bidder if the identified material were to be released. Additionally, you must include a redacted copy of your response for portions that are considered proprietary and confidential. Redactions must be limited so that the reviewer may understand the nature of the information being withheld. It is typically inappropriate to redact entire pages, or to redact the titles/captions of tables and figures. Under no circumstances may your entire response be marked confidential, and the State reserves the right to disqualify responses so marked. 4.2.3. Exceptions to Contract Terms and Conditions. If a Bidder wishes to propose an exception to any terms and conditions set forth in the Standard Contract Form and its attachments, such exceptions must be included in the cover letter to the RFP response. Failure to note exceptions when responding to the RFP will be deemed to be acceptance of the State contract terms and conditions. If exceptions are not noted in the response to this RFP but raised during contract negotiations, the State reserves the right to cancel the negotiation if deemed to be in the best interests of the State. Note that exceptions to contract terms may cause rejection of the proposal. 4.3. TECHNICAL RESPONSE. In response to this RFP, a Bidder shall: 4.3.1. Provide details concerning your form of business organization, company size and resources. 4.3.2. Describe your capabilities and particular experience relevant to the RFP requirements. 4.3.2.1. Identify all current or past State projects. 4.3.3. Identify the names of all subcontractors you intend to use, the portions of the work the subcontractors will perform, and address the background and experience of the subcontractor(s), as per RFP section 4.3.2 above. 4.4. REFERENCES. Provide the names, addresses, and phone numbers of at least three companies with whom you have transacted similar business in the last 12 months. You must include contact names who can talk knowledgeably about performance. Page 10 of 78 4.5. REPORTING REQUIREMENTS: Provide a sample of any reporting documentation that may be applicable to the Detailed Requirements of this RFP. 4.6. PRICE SCHEDULE: Bidders shall submit their pricing information in the Price Schedule attached to the RFP. 4.7. CERTIFICATE OF COMPLIANCE: This form must be completed and submitted as part of the response for the proposal to be considered valid. 4.8. STATE OF VERMONT BIDDER RESPONSE FORM: This form must be completed and submitted as part of the response for the proposal to be considered valid. The State of Vermont Bidder Response Form provides a standard format and content for bidder proposals. When required, this form will prompt Bidders to supply the information required in the above RFP sections 4.3 through 4.7. Note: In addition to completing the State of Vermont Bidder Response Form, Bidders are required to provide the specific attachments that are described within the Bidder Response Form. 5. SUBMISSION INSTRUCTIONS: 5.1. CLOSING DATE: Bids must be received by the State by the due date specified on the front page of this RFP. Late bids will not be considered. 5.1.1. The State may, for cause, issue an addendum to change the date and/or time when bids are due. If a change is made, the State will inform all bidders by posting at the webpage indicated on the front page of this RFP. 5.1.2. There will not be a public bid opening. However, the State will record the name, city and state for any and all bids received by the due date. This information will be posted as promptly as possible following the due date online at: https://bgs.vermont.gov/content/opc-bid-tabulation-sheets-0 . Bidders are hereby notified to review the information posted after the bid opening deadline to confirm receipt of the bid by the State. Any bidder that submitted a bid, and is not listed on the bid tabulation sheet, shall promptly notify the State Contact listed on the front page of this RFP. Should a bidder fail to notify the State Contact listed on the front page of this RFP within two weeks of posting the bid tabulation sheet, the State shall not be required to consider the bid. USE SUBJECT: AUTOMATIC CALL DISTRIBUTION 5.2. BID DELIVERY INSTRUCTIONS: E-MAIL BIDS. Emailed bids will be accepted. Bids will be accepted via email submission to SOV.ThePathForward@vermont.gov. Bids must consist of a single email with a single, digitally searchable PDF attachment containing all components of the bid. Multiple emails and/or multiple attachments will not be accepted. There is an attachment size limit of 40 MB. It is the Bidder’s responsibility to compress the PDF file containing its bid if necessary in order to meet this size limitation. 6. BID SUBMISSION CHECKLIST:  Cover Letter  Redacted Technical Response, if applicable  State of Vermont Bidder Response Form and Attachments o Technical Response (included in Bidder Response Form) o References (included in Bidder Response Form) o Price Schedule (included in Bidder Response Form) o Certificate of Compliance (included in Bidder Response Form) 7. ATTACHMENTS: 7.1. Worker Classification Compliance Requirement; Subcontractor Reporting Form 7.2. State of Vermont Bidder Response Form https://bgs.vermont.gov/content/opc-bid-tabulation-sheets-0 mailto:SOV.ThePathForward@vermont.gov Page 11 of 78 7.3. Standard State Contract with its associated attachments, including but not limited to, Attachment C: Standard State Provisions for Contracts and Grants (December 15, 2017) Page 12 of 78 RFP/PROJECT: DATE: SUBCONTRACTOR REPORTING FORM This form must be completed in its entirety and submitted prior to contract execution and updated as necessary and provided to the State as additional subcontractors are hired. The Department of Buildings and General Services in accordance with Act 54, Section 32 of the Acts of 2009 and for total project costs exceeding $250,000.00 requires bidders to comply with the following provisions and requirements. Contractor is required to provide a list of subcontractors on the job along with lists of subcontractor’s subcontractors and by whom those subcontractors are insured for workers’ compensation purposes. Include additional pages if necessary. This is not a requirement for subcontractor’s providing supplies only and no labor to the overall contract or project. Subcontractor Insured By Subcontractor’s Sub Insured By Date: Name of Company: Contact Name: Address: Title: Phone Number: E-mail: Fax Number: By: Name: Failure to adhere to Act 54, Section 32 of the Acts of 2009 and submit Subcontractor Reporting: Worker Classification Compliance Requirement will constitute non-compliance and may result in cancellation of contract and/or forfeiture of future bidding privileges until resolved. Send Completed Form to: Office of Purchasing & Contracting 133 State Street, 5th Floor Montpelier, VT 05633-8000 Page 13 of 78 State of Vermont Bidder Response Form Request for Proposal Name: ACD Modernization Exhibit C Page 14 of 78 Vendor Instructions: Provide the information requested in this form and submit it to the State of Vermont as part of your Request for Proposal (RFP) response. All answers must be provided within the form unless otherwise specified. Important: This form must be completed and submitted in response to this RFP for your proposal to be considered valid. The submission must also include the eight (8) additional artifacts requested within this form (denoted by underlined green font). See the RFP for full instructions for submitting a bid. Bids must be received by the due date and at the location specified on the cover page of the RFP. Direct any questions you have concerning this form or the RFP to: Kyle Emerson, Technology Procurement Administrator State of Vermont Office of Purchasing & Contracting 133 State Street, 5th Floor Montpelier VT 05633-8000 E-mail Address: SOV.ThePathForward@vermont.gov mailto:SOV.ThePathForward@vermont.gov Page 15 of 78 Part 1: VENDOR PROFILE 1. Complete the table below. Item Detail Company Name: [insert the name that you do business under] Physical Address: [if more than one office – put the address of your head office] Postal Address: [e.g. P.O Box address] Business Website: [URL address] Type of Entity (Legal Status): [sole trader/partnership/limited liability company or specify other] Primary Contact: [name of the person responsible for communicating with the Buyer] Title: [job title or position] Email Address: [email] Phone Number: [landline] Fax Number: [fax] 2. Provide a brief overview of your company including number of years in business, number of employees, nature of business, and description of clients. Identify any parent corporation and/or subsidiaries. 3. Is your organization currently or has it previously provided solutions and/or services to any agency or entity of the Vermont State government? If so, name the State entity, the solution and/or services provided, and the dates. 4. Provide a Financial Statement* for your company and label it Attachment #1. A confidentiality statement may be included if this financial information is considered non-public information. This requirement can be filled by:  A current Dun and Bradstreet Report that includes a financial analysis of the firm; Page 16 of 78  An Annual Report if it contains (at a minimum) a Compiled Income Statement and Balance Sheet verified by a Certified Public Accounting firm; or  Tax returns and financial statements including income statements and balance sheets for the most recent 3 years, and any available credit reports. *Some types of procurements may require bidders to provide additional or specific financial information. Any such additional requirements will be clearly identified and explained within the RFP, and may include supplemental forms in addition to this Bidder Response Form. 5. Disclose any judgments, pending or expected litigation, or other real potential financial reversals, which might materially affect the viability or stability of your company or indicate below that no such condition is known to exist. 6. Provide a list of three references similar in size and industry (preferably another governmental entity). References shall be clients who have implemented your Solution within the past 48 months. Reference 1 Detail Reference Company Name: [insert the name that you do business under] Company Address: [address] Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] Reference 2 Detail Reference Company Name: [insert the name that you do business under] Company Address: [address] Page 17 of 78 Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] Reference 3 Detail Reference Company Name: [insert the name that you do business under] Company Address: [address] Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] PART 2: VENDOR PROPOSAL/SOLUTION 1. Provide a description of the technology solution you are proposing. 2. Provide a description of the capabilities of the technology solution you are proposing. Page 18 of 78 3. If a proprietary software is being proposed, provide a description of the: A. Standard features and functions of the software: B. The software licensing requirements for the solution: C. The standard performance levels:  Hours of system availability:  System response time:  Maximum number of concurrent users:  Other relevant performance level information: 4. Give a brief description of the evolution of the system/software solution you are proposing. Include the date of the first installed site and major developments which have occurred (e.g. new versions, new modules, specific features). 5. List the total number of installations in the last 3 years by the year of installation. 6. Provide the total number of current users for the proposed system and indicate what version they are using. 7. Have you implemented the proposed solution for other government entities? If so, tell us who, when, and how that implementation went? 8. Provide a Road Map that outlines the company’s short term and long term goals for the proposed solution/software and label it Attachment #2. 9. Provide a PowerPoint (minimum of 1 slide and maximum of 10 slides) that provides an Executive level summary of your proposal to the State. Label it Attachment #3. 10. Does your proposed solution include any warranties? If so, describe them and provide the warranty periods. 11. Describe any infrastructure, equipment, network or hardware required to implement and/or run the solution. 12. What is your recommended way to host this solution? 13. Describe how your solution can be integrated to other applications and if you offer a standard-based interface to enable integrations. 14. Respond to the following questions about the solution being proposed: Page 19 of 78 Vendor Response/Explanation Question Yes or No A. Does the solution use Service Oriented Architecture for integration? B. Does the solution use a Rules Engine for business rules? C. Does the solution use any Business Intelligence software? D. Does the solution use any Database software? E. Is this a browser based solution and if so what browsers do you support? F. Does the solution include an API for integration? Page 20 of 78 PART 3: FUNCTIONAL REQUIREMENTS The table below lists the State’s Functional Requirements. Indicate the “Availability” for each requirement for your proposed solution. Use the “Vendor Comments” column to provide any additional information or explanations. A - Feature is available in the core (“out-of-the-box”) solution. D - Feature is currently under development (indicate anticipated date of availability in the Vendor comments column). C - Feature is not available in the core solution, but can provided with customization. N - Feature is not available. Page 21 of 78 ID # Functional Requirement Description Availability Vendor Comments 1 Agent Requirements A Agent user interface must support multiple call queues. The number of queues should not be restricted, but at a minimum should allow for at least 25 queues per call center. B System must allow agents to be active in one or more queues at a time C Agent/Workgroup directory must allow agents to call/transfer to another agent, conference in another agent, and see the status of other agents within their assigned workgroups. D Agents must have view to their personal call history E Agents can view active calls in their assigned workgroups/queues. This should include all active calls even if being handled by another agent. F Agents should have the ability to create personal contact list / personal directory. G Agent wrap-up code should be required or optional based on configuration by supervisor. H Agents must be able to transfer and conference calls to internal and external parties I If permission allowed by supervisor, agent should have the ability to manage emergency and temporary workgroup/queue closures and force all callers to voicemail. J Agents with accommodation needs must be supported by the platform; ADA compliance. K Agents should have ability to perform all functions from a web-based interface. 2 Statistical / Historical Reports A System should provide authorized users the option to build custom reports. B System should provide authorized users a set of agent statistical reports. C System should provide authorized users a set of statistical queue reports that can be driven to varying dates. D System should provide authorized users a set of historical reports that can be driven to varying dates. Page 22 of 78 E System should allow scheduling by authorized users of pre-configured reports to auto-generate and distribute via email. F System should provide reports to show which menu options that the customers are selecting and frequency. 3 Supervisor Requirements A System should provide an interface that will allow supervisors to search for, view, and retrieve interaction details for agent and queue calls. B System should provide an interface where supervisors can monitor agent activity to include agent status, number of calls waiting, and real time alerts for all queues they are authorized to manage. C Supervisor should have the ability to manage emergency and temporary workgroup/queue closures or force callers directly to voicemail or an alternate number. D Supervisor should have the ability to monitor, listen to, and join active calls for coaching and training of agents. E System should provide the option to have agent calls and recordings scored. F System should have the ability to create and attach skills to assist the supervisor by automatically assigning agents to the appropriate call queues. G System should allow supervisor to update interactive voice response (IVR) recordings and menus, as needed. H System should allow supervisor to fully manage agent; move, activate, or deactivate in workgroups and queues that they are authorized to manage. 4 Administrator Access A Administrators should have ability to provision across all call centers on the State of Vermont ACD environment. B Administrators should have ability to create a call center and assign supervisors then delegate management of the call center fully to those Supervisors. C Administrators should have the ability to create custom call routing for workgroups and agents. Page 23 of 78 D Administrators should have the ability to update IVR recordings, as needed. 5 Interfaces A System shall provide 2 simple Interactive Voice Response (IVR) interfaces that allow a user to determine how their call should be routed based on key presses in response to system-provided menu of options. B System shall provide 3 complex Interactive Voice Response (IVR) interfaces that allow a user to enter digits when prompted, e.g., “please enter your account number” and the system will then pass the entered information to an external application for processing. This functionality must be able to respond to return codes from the external system, e.g., if the return code indicates that the number entered is not valid, an appropriate message would be played or an action taken, e.g., hang up the call. C The number of menu choices for each IVR interface should not be unreasonably restricted and shall be at least 10. D The number of return codes and associated messages should not be unreasonably restricted. E IVRs should be independently configurable per call center. F Call center supervisors should be able to modify basic configuration parameters for IVR interfaces G Complex IVRs shall be able to take the information returned from the external system and using text to speech technology, play the returned value to the caller. H The number of IVR interfaces listed above should be considered minimums. The total number of IVRs that can be configured should not be unreasonably restricted. I IVR Interfaces shall be able to respond to a number entered on a keypad or spoken by the caller. J IVR interfaces shall incorporate basic speech to text functionality to be able to understand simple spoken responses such as “yes” or “no” K System shall provide an interface with the ability to access external systems through standard means Page 24 of 78 e.g., SQL, JSON, APIs, ODBC, etc. and based on the retrieved data dial out to and play a message when the call is answered (robo-calling). The total number of connections that can be configured should not be unreasonably restricted. 6 Platform A System should be provided using software-as-a- service (SaaS) model. B The system should allow automatic and ad hoc recording of all calls, when configured by supervisors or administrators. C System should provide an option to have the calls automatically answered by active agents, when provisioned by supervisors or administrators. D System should have the ability to allow the caller to opt in for an automatic call-back vs. waiting on hold. (Hold place in line.) E System should allow Supervisors to set standard and ad hoc alerts that pop up on selected agent’s screens based on queue/agent status. F Supervisors and Administrators should have the ability to create custom schedules for planned or un-planned events. G System shall provide an audit trail of agent activity, such as login/out, call activity, idle time, agent status. H System must provide the option of customizable customer surveys on a per call center basis. I The system must support multiple call centers; at a minimum, the system shall support 100 call centers. J Call center local administrators and supervisors shall only be able to access the call center(s) they are assigned to. Only the system administrators will have access to all call centers. K System should have the ability to integrate with Microsoft Teams and other SIP/soft phones. L System shall provide the option to turn on text messaging support of all ACD functionality. M System should provide a future path to full omnichannel functionality. N System should synchronize with the State IAM platform to allow single sign-on. Page 25 of 78 O System should have the ability to program 10-digit numbers for one-click conferencing e.g., language line, translation service. 7 Billing / Invoicing A Authorized supervisors and administrators should be allowed to add licensing from within the platform. B Each call center must be billed directly from the provider monthly, or annually, as agreed upon in the contract. PART 4: NON- FUNCTIONAL REQUIREMENTS The tables below list the State’s Non-Functional Requirements. Indicate if your proposed solution complies in the “Comply” column. Yes = the solution complies with the stated requirement. No = the solution does not comply with the stated requirement. N/A = Not applicable to this offering. Describe how the requirement is met in the “Vendor Description of Compliance” column. 4.1 Hosting ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance H1 Any technical solution must be hosted in a data center. H2 Any hosting provider must provide for back-up and disaster recovery models and plans as needed for the solution. H3 Any hosting provider will abide by ITIL best practices for change requests, incident management, problem management and service desk. 4.2 Application Solution A1 Any solutions vendor must provide for the backup/recover, data retention and disaster recovery of a contracted/hosted application solution. A2 Any solutions vendor must provide for application management and design standard of all technology platforms and environments for the application solution (Development, Staging, Productions, DR, etc.) Page 26 of 78 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance A3 Any solutions vendor must engage the State of Vermont using Service Level Agreements for system and application performance, incident reporting and maintenance. A4 The State owns any data they enter, migrate, or transmit into the solution and the vendor shall allow the State to pull or copy this data at any time free of charge. A5 As a contract deliverable, the vendor shall supply an up-to- date data dictionary that represents all data respective of the solution it will provide. The data dictionary must contain the following attributes: 1. The technology (RDBMS platform) that hosts the data source, i.e. Oracle, SQL Server, MySQL, DB2, etc. 2. The location where the data source is hosted 3. Thorough descriptions of each table in the data source 4. Thorough descriptions of each column within each table in the data source. In addition to business definitions, column descriptions must include the following detail: schema names; file group names (if applicable); data types; lengths; primary and foreign key constrains; applied formatting; applied calculations; applied aggregations; NULL-ability; default values. A6 As contract deliverables, the vendor shall document the as built IVR Information (e.g., rules, configuration) and Diagrams, and include any updates as they occur during the project. Page 27 of 78 4.3 Security As a solution vendor, you must have documented and implemented security practices for the following and have a process to audit/monitor for adherence. Indicate “Yes” or “No” in the “Comply” column or “N/A” if the requirement is not applicable to this offering. Use the “Vendor Description of Applicable Security Processes” column to describe how you meet the requirement and the “Audit/Monitor” column to indicate how you monitor for compliance. ID # Non-Functional Requirement Description Comply Vendor’s Description of Applicable Security Processes Audit/Monitor Process S1 Input validation S2 Output encoding S3 Authentication and password management S4 Session management S5 Access control S6 Cryptographic practices S7 Error handling and logging S8 Data protection from unauthorized use, modification, disclosure or destruction (accidental or intentional). S9 Communication security S10 System configuration S11 Database security S12 File management S13 Memory management S14 Fraud detection S15 General coding practices S16 POA&M management S17 Risk Assessment Practices including but not limited to vulnerability assessment and pen testing S18 Incident response planning and testing S19 System Security Plan delivery Page 28 of 78 4.4 Other Non-Functional Requirements For each requirement listed, indicate if and how you comply or type “N/A” if it is not applicable to your offering. ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance A The State requires 99.9% availability (1.44 minutes of downtime per day) of the system. The system is considered down if it is unable to meet the functional requirements, provided that supporting State networks and infrastructure are available. Any downtime must be proportionately spread across the week, i.e., a system that is consistently down only during business hours will not be considered as meeting the uptime requirement. B Allow supervisors to submit tickets directly to vendor with ADS Service Desk being cc’d for awareness. Supervisor only given this permission based on role within the system. C Administrators will submit tickets directly to vendor. D Vendor will provide weekly or bi-weekly meetings with State of Vermont Administrators and management to review all open tickets, upcoming projects, and any other open items. E Support contract to include all basic MACD needs of the State of Vermont and incident support. F Vendor shall provide end-user and Supervisor training, including all training materials. G Vendor shall provide system features documentation. NFR NFR Type Description Comply Vendor’s Description of Compliance Page 29 of 78 NFR1 Reliability The ACD system must be highly reliable, with a high level of uptime and minimal downtime. See A in the table above. NFR2 Scalability The ACD system should be able to handle a large volume of calls and scale up or down as needed. NFR3 Availability The ACD system should be available 24/7, with minimal downtime for maintenance and upgrades. NFR4 Performance The ACD system should be able to handle a large volume of calls and maintain a high level of performance, even during peak periods. NFR5 Security The ACD system should be secure and protected against unauthorized access, hacking, and data breaches. NFR6 Compliance The ACD system should comply with relevant laws, regulations, and industry standards, such as the Payment Card Industry Data Security Standard (PCI DSS). NFR7 Usability The ACD system should be easy to use and intuitive for agents, supervisors, and administrators. NFR8 Accessibility The ACD system should be accessible to users with disabilities, such as those with visual impairments or mobility limitations. NFR9 Transferability The ACD system should be able to integrate with other systems and applications used within the call center and across the organization. NFR10 Configurability The ACD system should be configurable to meet the unique needs of the call center, including call routing rules, queue settings, and reporting parameters. NFR11 Configurability The ACD system should be flexible enough to accommodate changes in call center operations, such as changes in staffing, call volume, or business objectives. NFR12 Maintainability The ACD system should be easy to maintain and support, with minimal need for manual intervention or troubleshooting. NFR13 Extensibility The ACD system should be able to accommodate new features and functionality as needed, such as new channels of communication or integration with new systems. NFR14 Resilience The ACD system should be resilient to failures, with built-in redundancy and failover capabilities. NFR15 Performance efficiency The ACD system should be efficient in its use of resources, including hardware, software, and network bandwidth. NFR16 Capacity The ACD system should be able to handle the expected call volume and should have sufficient capacity to handle peak call volume. NFR17 Compatibility The ACD system should be compatible with a range of hardware and software configurations, including different Page 30 of 78 operating systems and web browsers. NFR18 Interactivity The ACD system should be responsive and interactive, with minimal lag time between actions and feedback. NFR19 Robustness The ACD system should be robust and able to handle errors and unexpected events without crashing or losing data. NFR20 Maintainability The ACD system should be easy to maintain and support, with minimal need for manual intervention or troubleshooting. NFR21 Testability The ACD system should be easy to test, with a range of testing tools and techniques available to ensure its functionality and reliability. NFR22 Documentation The ACD system should be well-documented, with user manuals, training materials, and technical documentation available to support users and IT staff. Page 31 of 78 4.5 Data Compliance Vendors and their solutions must adhere to applicable State and Federal standards, policies, and laws based on the type of data that will be stored, accessed, transmitted and/or controlled by the solution. If the “Type of Data” column is checked below, respond “Yes” or “No” in the “Comply” column and provide an explanation on how you comply in the “Vendor’s Description of Compliance” column. Type of Data Applicable State & Federal Standards, Policies, and Laws Comply Vendor’s Description of Compliance ☒ Publicly available information  NIST 800-171 ☒ Confidential Personally Identifiable Information (PII)  State law on Notification of Security Breaches  State Law on Social Security Number Protection  State law on the Protection of Personal Information  National Institute of Standards & Technology: NIST SP 800-53 Revision 4 “Moderate” risk controls  Privacy Act of 1974, 5 U.S.C. 552a. ☒ Payment Card Information  Payment Card Industry Data Security Standard (PCI DSS) v 3.2 ☒ Federal Tax Information  Internal Revenue Service Tax Information Security Guidelines for Federal, State and Local Agencies: IRS Pub 1075 ☒ Personal Health Information (PHI)  Health Insurance Portability and Accountability Act of 1996: HIPAA  The Health Information Technology for Economic and Clinical Health Act HITECH  Code of Federal Regulations 45 CFR 95.621 https://csrc.nist.gov/publications/detail/sp/800-171/rev-1/final http://legislature.vermont.gov/statutes/section/09/062/02435 http://legislature.vermont.gov/statutes/section/09/062/02440 https://legislature.vermont.gov/statutes/fullchapter/09/062 https://nvd.nist.gov/800-53 https://nvd.nist.gov/800-53 https://www.justice.gov/opcl/privacy-act-1974 https://www.pcisecuritystandards.org/document_library?category=pcidss&document=pci_dss https://www.pcisecuritystandards.org/document_library?category=pcidss&document=pci_dss https://www.irs.gov/privacy-disclosure/safeguards-program https://www.hhs.gov/hipaa/for-professionals/privacy/index.html https://www.hhs.gov/hipaa/for-professionals/special-topics/hitech-act-enforcement-interim-final-rule/index.html https://www.govinfo.gov/app/collection/cfr/2017/title45 Page 32 of 78 Type of Data Applicable State & Federal Standards, Policies, and Laws Comply Vendor’s Description of Compliance ☒ Affordable Care Act Personally Identifiable Information (PII)  Internal Revenue Service Tax Information Security Guidelines for Federal, State and Local Agencies IRS Pub 1075  Minimum Acceptable Risk Standards for Exchanges MARS-E 2.0 (Scroll down the page) ☒ Medicaid Information  Medicaid Information Technology Architecture MITA3.0  Code of Federal Regulations 45 CFR 95.621 ☒ Prescription Information  State law on the Confidentiality of Prescription Information ☒ Student Education Data  Family Educational Rights and Privacy Act: FERPA ☒ Personal Information from Motor Vehicle Records  Driver’s Privacy Protection Act (Title XXX) (“DPPA”) 18 U.S.C. Chapter 123, §§ 2721 – 2725 ☒ Criminal Records  Criminal Justice Information Security Policy: CJIS 4.6 State of Vermont Cybersecurity Standard Update 2023-01 Vendor shall certify by checking the box below the Solution shall not include, incorporate, rely on, utilize or be supported by any products or services subject to the limitations provided under State of Vermont Cybersecurity Standard Update 2023-01, which Contractor acknowledges has been provided to it, and is available on-line at the following URL: https://digitalservices.vermont.gov/cybersecurity/cybersecurity- standards-and-directives ☐ Contractor hereby certifies that in connection with the Request for Proposal, none of the applicable products or services will be included in or used to support State systems in a manner prohibited under the Standard. https://www.irs.gov/privacy-disclosure/safeguards-program https://www.irs.gov/privacy-disclosure/safeguards-program https://www.cms.gov/CCIIO/Resources/Regulations-and-Guidance/ https://www.medicaid.gov/medicaid/data-and-systems/mita/mita-30/index.html https://www.govinfo.gov/app/collection/cfr/2017/title45 http://legislature.vermont.gov/statutes/section/18/091/04631 http://legislature.vermont.gov/statutes/section/18/091/04631 http://www2.ed.gov/policy/gen/guid/fpco/ferpa/index.html https://www.congress.gov/bill/103rd-congress/house-bill/3355/text https://www.fbi.gov/about-us/cjis/cjis-security-policy-resource-center/view https://digitalservices.vermont.gov/cybersecurity/cybersecurity-standards-and-directives https://digitalservices.vermont.gov/cybersecurity/cybersecurity-standards-and-directives Page 33 of 78 PART 5: IMPLEMENTATION/PROJECT MANAGEMENT APPROACH 1. Describe the approach you would recommend for project managing this engagement. 2. Provide a list of the standard project management deliverables that you would normally produce for this type of engagement. 3. Provide a proposed list of project phases, major milestones, and an implementation time-line. Label this Attachment #4. 4. What types of difficulties have other clients experienced with implementation of the proposed solution? 5. Describe the experience and qualifications of the Project Manager you would offer as the resource for this engagement. Provide a copy of their resume and label it Attachment #5. Page 34 of 78 PART 6: TECHNICAL SERVICES 1. Describe the technical services included in your proposal (e.g., business analysis, configuration, testing, implementation, etc.). 2. Provide a list of the standard deliverables for the technical services described above. 3. Provide a description of the roles/services/tasks the State will be expected to cover as part of this engagement. Describe any additional roles/services/tasks that are optional, but would be beneficial for the State to provide. 4. Describe your typical conversion plan to convert data from existing systems to your proposed solution (if applicable). 5. Describe and attach your typical Implementation Plan (label it Attachment #6), which shall include planning for the transition to maintenance and operations. 6. Describe the experience and qualifications of the technical resources proposed for this engagement. Provide their resume(s) and label them Attachment #7. 7. Describe the training that is included in your proposal. 8. Describe the system, administrator, and/or user documentation that is included in your proposal. Page 35 of 78 9. PART 7: MAINTENANCE AND SUPPORT SERVICES 1. Provide answers to the questions below regarding your company’s Maintenance and Support Services: Questions Vendor Response Service: Customer Phone &/or Email Support What is the method for contacting technical support? What are the hours of operation for support? What is the turnaround time for responses? What is the escalation process for support issues? Who comprises the support team and what are their qualifications? Define your response resolution metrics and how you capture and report them. Service: Incident/Security Breach Notification and Process Describe your identification and notification process for security breaches. Service: Data Management Describe how data is stored, retained and backed-up (including frequency). Service: Hosting Describe the hosting service and associated service levels. Page 36 of 78 Questions Vendor Response Service: Scheduled Maintenance/Downtime What is the frequency of scheduled maintenance and downtime? What is the notification process for scheduled maintenance and downtime? Describe how “maintenance” updates are tested with customers prior to installing them in their live environments. Service: System Upgrades Are software upgrades provided as part of the software support contract? Describe your software upgrade process. How often are new versions released? Is documentation and training provided for system upgrades? Are there additional costs for upgrades and/or new releases? Describe how and when the State will have an opportunity to test system upgrades/releases prior to live installation. Describe how the State will validate post installation and how changes will be backed out in the event that a problem is encountered. Page 37 of 78 Questions Vendor Response Service: Bug Fixes and Minor Enhancements Describe the frequency and process for providing, testing, and installing bug fixes and minor enhancements. Service: Disaster Recovery Describe the disaster recovery services included in this proposal for any non-state hosted services. What is your standard RPO and RTO? Describe the plan your company has in place for its own disaster recovery of any sites that may be involved in support of this proposal. 2. Describe any other services not mentioned in the above list that are included in your standard Service Level Agreement (SLA) and include a copy of your SLA with your response to this RFP. Label the SLA Attachment #8. 3. Describe how adherence to your service levels is measured and what remedies you would provide the State when performance doesn’t meet the standard? Page 38 of 78 PART 8: PRICING 1. Submit pricing for your proposed solution in the table below. Fill in only the lines that are applicable to your proposal. Insert lines for additional costs, but do not delete or rename any lines in the Table. Total each column and provide a total of all columns in the “Total Implementation, plus 5 Year Costs” box on the next page. When pricing your solution assume 500 regular users and 50 supervisory users across 13 call centers with 150 work groups. Also include a table with your current subscription costs and any option add-ons. Cost Type One Time (Implementation) Year 1 Year 2 Year 3 Year 4 Year 5 Software Enterprise Application: License Fees $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Maintenance &/or License Fee Add-Ons $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Subscription cost $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Storage Limitations and/or Additional Fees $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Middleware Tools: License Fees $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Upgrade Costs for Later Years $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Support and Maintenance Fees $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Implementation Services Project Management $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Implement/Deploy or Integrate $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 2 simple Interactive Voice Response (IVR) interfaces $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 3 complex Interactive Voice Response (IVR) interfaces $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 System Testing $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Quality Management $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Cost Type One Time (Implementation) Year 1 Year 2 Year 3 Year 4 Year 5 Implementation Services Continued Training $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Page 39 of 78 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Telecom $0.00 Circuit Costs $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Hardware $0.00 Facilities/Data Center $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Hosting $0.00 Hosting Fees $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 Total Base Costs $0.00 Total Implementation plus Five Year Costs $ 0.00 2. Describe any assumptions you have made in relation to the above cost and pricing information. 3. Provide pricing information for any volume discounts that are available based on the number of software licenses purchased or support years purchased. 4. Provide pricing for any Functional Requirements marked as “C” (feature is not available in the core solution, but can be provided with customization). Page 40 of 78 PART 9: TERMS AND CONDITIONS In deciding which Respondent/s to shortlist the State will take into consideration each Respondent’s willingness to meet the State’s terms and conditions. Indicate any objections or concerns to our stated terms and conditions in the RFP or any of the exhibits, addendums or attachments including Attachment C. Add lines to the table below as needed. Important: Bidder will be bound to all terms and conditions stated in the State’s RFP, exhibits, attachments, and/or addendums except and then only to the extent specifically set forth in the table below, and only if and to the extent expressly agreed and incorporated in writing in a resulting contract. Note that exceptions to contract terms may cause rejection of the proposal. Clause Location Concern Proposed Verbiage [indicate RFP, exhibit, attachment or addendum, section & page number] [briefly describe your concern about this clause] [describe your suggested alternative wording for the clause or your solution] [indicate RFP, exhibit, attachment or addendum, section & page number] [briefly describe your concern about this clause] [describe your suggested alternative wording for the clause or your solution] [indicate RFP, exhibit, attachment or addendum, section & page number] [briefly describe your concern about this clause] [describe your suggested alternative wording for the clause or your solution] Page 41 of 78 PART 10: CERTIFICATE OF COMPLIANCE/AUTHORIZED COMPANY SIGNATURE For a bid to be considered valid, this Part 10 must be completed in its entirety, executed by a duly authorized representative of the bidder, and submitted as part of the response to the proposal. A. NON COLLUSION: Bidder hereby certifies that the prices quoted have been arrived at without collusion and that no prior information concerning these prices has been received from or given to a competitive company. If there is sufficient evidence to warrant investigation of the bid/contract process by the Office of the Attorney General, bidder understands that this paragraph might be used as a basis for litigation. B. CONTRACT TERMS: Bidder hereby acknowledges that is has read, understands and agrees to the terms of this RFP, including Attachment C: Standard State Contract Provisions, and any other contract attachments included with this RFP. C. WORKER CLASSIFICATION COMPLIANCE REQUIREMENT: In accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54), the following provisions and requirements apply to Bidder when the amount of its bid exceeds $250,000.00. Self-Reporting. Bidder hereby self-reports the following information relating to past violations, convictions, suspensions, and any other information related to past performance relative to coding and classification of workers, that occurred in the previous 12 months. Summary of Detailed Information Date of Notification Outcome Subcontractor Reporting. Bidder hereby acknowledges and agrees that if it is a successful bidder, prior to execution of any contract resulting from this RFP, Bidder will provide to the State a list of all proposed subcontractors and subcontractors’ subcontractors, together with the identity of those subcontractors’ workers compensation insurance providers, and additional required or requested information, as applicable, in accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54), and Bidder will provide any update of such list to the State as additional subcontractors are hired. Bidder further acknowledges and agrees that the failure to submit subcontractor reporting in accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54) will constitute non-compliance and may result in cancellation of contract and/or restriction from bidding on future state contracts. D. Executive Order 05 – 16: Climate Change Considerations in State Procurements Certification Bidder certifies to the following (Bidder may attach any desired explanation or substantiation. Please also note that Bidder may be asked to provide documentation for any applicable claims): Page 42 of 78 1. Bidder owns, leases or utilizes, for business purposes, space that has received:  Energy Star® Certification  LEED®, Green Globes®, or Living Buildings ChallengeSM Certification  Other internationally recognized building certification: ____________________________________________________________________________ 2. Bidder has received incentives or rebates from an Energy Efficiency Utility or Energy Efficiency Program in the last five years for energy efficient improvements made at bidder’s place of business. Please explain: _____________________________________________________________________________ 3. Please Check all that apply:  Bidder can claim on-site renewable power or anaerobic-digester power (“cow-power”). Or bidder consumes renewable electricity through voluntary purchase or offset, provided no such claimed power can be double-claimed by another party.  Bidder uses renewable biomass or bio-fuel for the purposes of thermal (heat) energy at its place of business.  Bidder’s heating system has modern, high-efficiency units (boilers, furnaces, stoves, etc.), having reduced emissions of particulate matter and other air pollutants.  Bidder tracks its energy consumption and harmful greenhouse gas emissions. What tool is used to do this? _____________________  Bidder promotes the use of plug-in electric vehicles by providing electric vehicle charging, electric fleet vehicles, preferred parking, designated parking, purchase or lease incentives, etc..  Bidder offers employees an option for a fossil fuel divestment retirement account.  Bidder offers products or services that reduce waste, conserve water, or promote energy efficiency and conservation. Please explain: ____________________________________________________________________________ ____________________________________________________________________________ 4. Please list any additional practices that promote clean energy and take action to address climate change: _____________________________________________________________________________ ____________________________________________________________________________ _____________________________________________________________________________ E. Executive Order 02 – 22: Solidarity with the Ukrainian People Page 43 of 78  By checking this box, Bidder certifies that none of the goods, products, or materials offered in response to this solicitation are Russian-sourced goods or produced by Russian entities. If Bidder is unable to check the box, it shall indicate in the table below which of the applicable offerings are Russian-sourced goods and/or which are produced by Russian entities. An additional column is provided for any note or comment that you may have. Provided Equipment or Product Note or Comment Page 44 of 78 I am authorized to submit a proposal to the State of Vermont in response to this RFP on behalf of my organization. The information provided as part of my organization’s response is a true and accurate representation of my organization’s ability to meet the State of Vermont’s business needs as expressed in this RFP. Signature: Full name: Title: Company: Date: Page 45 of 78 STANDARD CONTRACT FOR TECHNOLOGY SERVICES 1. Parties. This is a contract for services between the State of Vermont, Agency of Digital Services (hereinafter called “State”), and _____________, with a principal place of business in _____________, (hereinafter called “Contractor”). Contractor’s form of business organization is _____________. It is Contractor’s responsibility to contact the Vermont Department of Taxes to determine if, by law, Contractor is required to have a Vermont Department of Taxes Business Account Number. 2. Subject Matter. The subject matter of this contract is services generally on the subject of cloud based Automatic Call Distribution System. Detailed services to be provided by Contractor are described in Attachment A. 3. Maximum Amount. In consideration of the services to be performed by Contractor, the State agrees to pay Contractor, in accordance with the payment provisions specified in Attachment B, a sum not to exceed $________.00. 4. Contract Term. The period of Contractor’s performance shall begin on _____________, 20__ and end on _____________, 20__. 5. Prior Approvals. This Contract shall not be binding unless and until all requisite prior approvals have been obtained in accordance with current State law, bulletins, and interpretations. 6. Amendment. No changes, modifications, or amendments in the terms and conditions of this contract shall be effective unless reduced to writing, numbered and signed by the duly authorized representative of the State and Contractor. 7. Termination for Convenience. This contract may be terminated by the State at any time by giving written notice at least thirty (30) days in advance. In such event, Contractor shall be paid under the terms of this contract for all services provided to and accepted by the State prior to the effective date of termination. 8. Attachments. This contract consists of ___ pages including the following attachments which are incorporated herein: Attachment A – Statement of Work o Exhibit 1 – State Technical and Functional Requirements o Exhibit 2 – Preliminary Implementation Master Schedule o Exhibit 3 – State Third Party Software o Exhibit 4 – Contractor Software Attachment B – Payment Provisions Attachment C – “Standard State Provisions for Contracts and Grants” a preprinted form (revision date 12/15/2017) Attachment D – Other Terms and Conditions for Information Technology Contracts Attachment __ – [OTHER DEPARTMENT ATTACHMENTS, AS APPLICABLE] Attachment __ – Contractor’s [License] Agreement Attachment __ – [Maintenance and Support/Service Level Terms] Page 46 of 78 9. Order of Precedence. Any ambiguity, conflict or inconsistency between the documents comprising this contract shall be resolved according to the following order of precedence: 1) Standard Contract 2) Attachment D Other Terms and Conditions for Information Technology Contracts 3) Attachment C (Standard State Provisions for Contracts and Grants) 4) Attachment A with Exhibits 5) Attachment B 6) List other attachments as applicable WE THE UNDERSIGNED PARTIES AGREE TO BE BOUND BY THIS CONTRACT By the State of Vermont: By the Contractor: Date: Date: Signature: Signature: Name: Name: Title: Title: Page 47 of 78 ATTACHMENT A SPECIFICATIONS OF WORK TO BE PERFORMED 1. PURPOSE This Contract sets forth the terms and conditions under which Contractor agrees to provide to the State with a [web-based,] Contractor-supported _______________________ (the “Solution”). The Solution shall ________________________________. The Contractor shall provide development and design services, project and operations management, support and maintenance, consulting, training, engineering and application development , monitoring, support, technology updates and upgrades and other professional services as described herein (individually and collectively referred to herein as the “Services”), as necessary for the State’s productive use of the Solution as further set forth in this Contract. This Contract specifies the obligations of each party with additional provisions detailed in the attached Attachments and Exhibits. 2. EXISTING SYSTEMS. The ACD system is used by 9 organizations across State government to support conversations with their constituents. The value from Enterprise Alignment and Readiness will show up at each of the Agencies that use the ACD system. For example, Tax will be better able to field called in questions from taxpayers. The current system is not a cloud-based subscription model so tracking licensure expenses for bill back has been difficult. The current system also doesn't allow for the customer to help themselves i.e., setting out of office notices and other administrative changes which would empower our customers, resulting in faster turn around and less basic administration tickets for technical staff. The current system is on-prem and lacks the resiliency of the cloud. Moving to a cloud-based system should improve availability. The current ACD system is not IRS 1075 compliant, and at least one of our customers has a history of asking questions where the answer may involve information covered by IRS 1075 (and potentially other, e.g., HIPPA, data). We need a better response for these situations than "do not record your calls." The current system is on-prem and lacks the functionality of modern systems. Moving to a cloud-based system will support the incremental addition of new functionality as customers require. 3. OBJECTIVE This Contract identifies the tasks required by each party to implement and support the Solution through the following major activities: development of project management planning documentation; requirements collection and validation, Solution design, data migration, configuration, integration and testing; deployment and training; operations, support, and maintenance services, all as detailed herein. The project will be executed in phases as described herein. The successful outcome of the project is defined by the following: • completed in accordance with this Contract and applicable project management planning documentation; Page 48 of 78 • Resolution of all material functional and operational deficiencies prior to deployment in the production environment; • completed within budget; • configured to meet all specified requirements and needs of the State; • the Solution meets and adheres to all requirements and timeframes set forth in service level terms set forth herein; • the Solution is fully documented, including but not limited to requirements specifications, architecture, design, configuration, operational environment and user manuals; and • trained State staff and stakeholders. 4. PERIOD OF INSTALLATION AND IMPLEMENTATION AND TRAINING The period of installation and implementation and training shall not exceed ________________________ months from the date of this Contract. Support and maintenance shall begin [upon Solution deployment] and shall continue through the Contract Term as the same may be extended by the parties. 5. DEFINITIONS. Capitalized terms used in this Contract not specifically defined in the text shall have the following meanings: (a) “Certificate of Acceptance” means written certification, delivered to Contractor and signed by an authorized representative of the State, stating that any Defects in a particular Phase or the Solution discovered after implementation and testing have been corrected as required under this Contract, and that the Phase complies in all material respects with all of the applicable Requirements. (b) “Certificate of Completion” means written certification, delivered to the State and signed by an authorized representative of Contractor, stating that any Defects in a particular Phase or the Solution discovered after implementation, testing and Acceptance have been corrected as required under this Contract, and that the Phase or Solution complies in all material respects with all of the applicable Solution Requirements. The State must provide written acceptance to Contractor of any and all Certificates of Completion for them to become effective. (c) “Contractor Personnel” means and refers to Contractor’s employees and employees of Contractor’s permitted subcontractors or permitted agents assigned by Contractor to perform Services under this Contract. (d) “Defect” means any failure by the Solution or any Phase or component thereof to conform in any material respect with applicable Requirements. (e) “Defect Correction” means either a modification or addition that, when made or added to the Solution, establishes material conformity of the Solution to the applicable Requirements, or a procedure or routine that, when observed in the regular operation of the Solution, eliminates the practical adverse effect on the State of such nonconformity. (f) “Documentation” means any and all descriptions and specifications of the Requirements included herein or created or developed hereunder, operational, functional and supervisory reference guides, manuals and instructive materials, in whatever form and regardless of the media on which it may be contained, stored or transmitted, which is developed, prepared, used or otherwise available from Contractor and/or Contractor’s suppliers, in connection with and Page 49 of 78 applicable to the provision, use, operation and support of the Services hereunder. Documentation shall be sufficient to enable State personnel to understand, operate, use, access, support, maintain, update and modify Services, notwithstanding that Contractor is or may be responsible for any or all of the foregoing obligations. Documentation shall also include all standards applicable to the Services, including those applicable to: (i) Contractor for its own comparable items or services; (ii) the State for its own comparable items or services; and (iii) such standards and guidelines as the parties mutually agree apply to the Services involved. (g) “Final Acceptance” means the issuance of Certificate of Acceptance executed by the State which specifies the mutually agreed upon Go Live Date for the Solution. (h) “Facilities” means the physical premises, locations and operations owned or leased by the State (a “State Facility”) or the Contractor (a “Contractor Facility”), and from or through which the Contractor and/or its permitted contractors will provide any Services. (i) "Go Live Date." The date that the all or any part of the entire Solution is first available for use by the State in an operational, non-test environment, utilizing actual production data. (j) “Phases.” A particular portion of the Solution, as set forth in the Implementation Master Schedule or as may be modified in accordance with this Contract. Unless modified by written agreement of the parties, the five project Phases are [Solution Definition and Design, Requirements Gathering, Customization, Deployment, Training and Maintenance and Support]. (k) “Requirements” means the State’s baseline Functional and Technical Requirements attached as Exhibit 1 to Attachment A of this Contract. (l) “Service Level” means the specific level of performance Contractor is required to comply with and adhere to in providing the Services in conformity with the Requirements, consistent with the criteria and parameters specified in this Contract. Service Level Terms are set forth in Attachment __ to this Contract. 6. PROJECT MANAGEMENT The scope of work as detailed below describes the services, deliverables and key assumptions. Contractor will develop an overall project schedule that details the tasks, timelines, and deliverables for the fully integrated solution. 6.1. CONTRACTOR PROJECT MANAGEMENT AND SUPPORT 6.1.1 CONTRACTOR’S PROJECT MANAGER Contractor will designate an individual to serve as the “Contractor Project Manager” who will: (i) be a senior employee within Contractor’s organization, with the information, authority and resources available to properly discharge the responsibilities required hereunder; (ii) serve as primary point of contact and the single-point of accountability and responsibility for all Contract-related questions and issues and the provision of Services by Contractor; (iii) have day-to-day responsibility for, and authority to manage, State customer satisfaction; (iv) devote full time and dedicated efforts to managing and coordinating the Services; and (v) be located at State Facilities or such other appropriate location as Contractor and the State may mutually agree. Page 50 of 78 Contractor’s Project Manager shall be responsible for all tasks necessary to manage, oversee, and ensure success of the project. These tasks include documenting requirements, developing and updating project plans, assigning staff, scheduling meetings, developing and publishing status reports, addressing project issues, risks, and change orders, and preparing presentations for the State. Contractor’s project manager shall be responsible for the successful delivery of all Contractor tasks and subtasks defined in the Project Management Plan (as defined herein). Progress will be monitored and plans adjusted, as necessary, in project status meetings. The Project Management Plan deliverables (for both State and Contractor tasks) shall be updated by the Contractor, subject to review and approval of the State, and reports printed for each status meeting. Contractor’s project manager shall be responsible for developing and implementing the following project management documentation: Deliverable Description Update Frequency Project Charter The Project Charter provides basic information about the project. It includes a: Scope Statement (what’s in and out of scope); list of Project Deliverables; high level Project Timeline; Key Roles & Responsibilities; known Risks, Assumptions and/or Constraints. It should be signed off on by the State. Once unless there are changes Project Management Plan The Project Management Plan will dictate specifics on how the Contractor Project Manager will administer the project and will include the following documentation: 1. Change Management Plan (will dictate how changes will be handled including any Service level terms on over/under estimates) 2. Communication Management Plan (will dictate what will be communicated, to who, and how often) 3. Requirements Management Plan (will dictate the approach that the requirements will be gathered, approved, and maintained) 4. Human Resources Management Plan (will dictate what resources will be assigned to the project, for how long, under what allocation, who they report to, and how to handle changes to the resource plan) 5. Procurement Management Plan (will dictate how the vendor(s) will interact with the project and expectations regarding vendor relations with State resources) 6. Quality Management Plan (will dictate the quality controls over the work being done on the project as well as determine Key Performance Indicators – this document is not limited to deliverables) 7. Risk and Issues Management Plan (will dictate how risks and issues will be managed over the course of the project)