COMMONWEALTH OF MASSACHUSETTS MASSACHUSETTS DEPARTMENT OF TRANSPORTATION
RFP TITLE: ONEVOICE CALL CENTER ENHANCEMENTS
Document Number: DOT_OneVoiceCCE_FY15_001 RFP Release Date:
October 1, 2014
Deadline for Submission of Questions:
October 6, 2014
Release of official response to Questions:
October 13, 2014
Proposal Submission Deadline:
October 22, 2014
Contact Information: Name: Title: Address: City, State, Zip: Email Address:
10/3/14
John Cadorette Procurement Manager 10 Park Plaza Boston, MA 02116
[email protected]
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TABLE OF CONTENTS Table of Contents ............................................................................................................. 2 1. Introduction ............................................................................................................ 3 1.1 Background ........................................................................................................... 3 1.2 Overview ............................................................................................................... 3 1.3 Technology Overview ........................................................................................... 4 2. Type of Procurement and procurement calendar ............................................... 7 2.1 Acquisition Method ................................................................................................ 7 2.2 Single or Multiple Contractors ............................................................................... 7 2.3 Use of Procurement by a Single or Multiple Departments .................................... 7 2.4 Anticipated duration of the contract ...................................................................... 7 2.5 Anticipated Expenditure and Compensation Structure ......................................... 7 2.6 Estimated Procurement Calendar ......................................................................... 8 2.7 Performance and Contract Specifications ............................................................. 8 3. Requirements / Scope of services ........................................................................ 9 3.1 CTI/Routing ......................................................................................................... 10 3.2 Desktop ............................................................................................................... 11 3.3 Reporting ............................................................................................................ 12 3.4 VHT ..................................................................................................................... 13 3.5 Training ............................................................................................................... 13 3.6 Deliverables ........................................................................................................ 14 3.7 Security and Data Privacy Requirements ........................................................... 15 3.8 Liability Insurance ............................................................................................... 15 4. BIDDER’s Response ............................................................................................ 16 4.1 Instructions for Submission of Responses .......................................................... 16 5. RFP/RFR – Required Specifications (Operational Services Division) ............. 23 6. Appendix A – illustrative questions / answers evaluation criteria .................. 30 7. Appendix B – List of Attachements .................................................................... 32
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1.
INTRODUCTION 1.1
Background
The MassDOT OneVoice systems from its inception was to provide a Unified Communication Product offering that enhances and extends telecommunication services across the Commonwealth providing a common touch and feel. The system architecture was designed to provide a resilient cost effective platform that would allow multivendor access, leverage existing MassDOT assets and provide true cost savings. These enhanced services touch both internal divisions within MassDOT and the citizen’s interaction within varying business units of the Commonwealth. The currently utilized MassDOT OneVoice allows callers to interact with the Registry of Motor Vehicles (RMV) using Speech or Dual Tone Multi Frequency (DTMF) commands.
1.2
Overview
The initial phase of the Call Center Enhancements will focus on extending the current platform to support the Highway Division of the Massachusetts Department of Transportation (DOT) Call Center located in Charlton. If MassDOT determines that it requires additional enhancements during the contract duration period, MassDOT reserves the right to execute a Statement of Work with selected bidder, subject to available funding, satisfactory contract performance, and service or commodity needed. The Charlton call center staffing is anywhere between 4-7 agents and 1-2 supervisor (available for calls), with the first shift 7am-3pm and the second shift 11:30am-7pm, meaning 2 agents are available for most of the day and others available for parts of the afternoon. Calls arrive at the call center based on Dual Tone Multi Frequency (DTMF) menu selections for the Highway Division from the main DOT number (857-DOT-INFO). The overall goal for the agents is to provide information to the caller or to route the caller to the correct resource with the least amount of touches as possible. The high-level requirements are the following: •
The Charlton agents and supervisor will log onto Genesys. The existing Genesys agent licenses will be leveraged. The Charlton site is on the MassDOT fiber network now with Avaya IP phones connected back to Quincy already. No Remote Agent License will be consumed for these agents in Charlton) The team will use the Genesys Interaction Workspace (GIW) desktop. Screen pop is not required for this team.
•
The Charlton team will be configured as a single skill. All the agent phones ring currently when a call arrives, and they wish this not to occur in the future.
•
Basic reporting is desired on daily/weekly/monthly call volumes, where they were routed, etc. Based on what the Highway Division has seen, the standard Infomart reporting from OneVoice should satisfy their requirements.
•
Music on hold (MOH) is desired, as callers hear dead air when put on hold in their current environment and often abandon.
•
Leverage the Virtual Hold (VHT) capability of OneVoice.
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•
Call recording is required.
•
Voice Mail (for the group) is required.
•
Training is required for the supervisor, agents and the call center manager on how the system operates, along with IT Technical training.
•
No new Interactive Voice Response (IVR) redesign will be included as the existing ACD menu treatment will continue to be used.
1.3
Technology Overview
1.3.1 Platform Information
Avaya LAN Diagram EOT/MHD LX FIBER TO Charlton SMF via to 8th FL DataCtr Fiber port X & X
Fiber port X & X Gig X/X VLAN XXX XXX.XXX.X.X 255.255.255.X
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802.1Q Single mode
Avaya S8800
MASSDOT D6 8th Floor To 185 Kneeland
Charlton Call Center Telecom points DOT-INFO options 2 or 5 to 857368-XXXX that’s programmed in the Avaya PBX.
Executive Office of Transportation
Avaya LAN Diagram IT Telecom Manager 9/8/2014 Date: Date: June 20, 2013
SIZE
FSCM NO
DWG NO
REV
1 SCALE
1:1
SHEET
1 OF 1
Currently the IP sets are just a part of an Avaya Call Coverage Group.
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_________________________________________________________________________ MassDOT OneVoice System Architecture
Quincy
Boston SBC
Avaya CM/SES/AES
SIP
SBC
SIP
Avaya CM/SES/AES
Only one CM is active, with the other acting as backup
Windstream SIP
RTP DLG/ASAI Link
RTP
RTP
Tserver, SIP Server (P) ICON
SIP
DLG/ASAI Link
SIP
RTP
Tserver, SIP Server (B) ICON
Desktop Desktop
RM (B)
RM (P) SIP
Quincy HP Blade Chassis
Boston HP Blade Chassis
Stat Server URS
MCP TTS
NAR Reporting Server ARS1
MCP TTS
OSAPP
eServices WAS/NDM App
SQL ARS2
Config, Mgt Layer
Stat Server URS
WAS/NDM App
Config, Mgt Layer
CCA Stat Server
Infomart ADS
Infomart CCA Stat Server DPA
Outbound Contact Server
Central Replay
Oracle DB
Oracle DB
KMS
Current Genesys HA/DR environment.
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Virtual VMWare Quincy HP Blade Chassis
Desktop
Config, Mgt Layer
SIP
Nuance ASR Server
eServices
MCP
Outbound Contact Server MCP
WAS/NDM App
Oracle DB
Infomart
Infomart
Outbound Contact DB RM
RM
STATS Server RM
RM
A Genesys lab is also used to perform SIT and UAT testing before promoted into production.
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2. TYPE OF PROCUREMENT AND PROCUREMENT CALENDAR 2.1
Acquisition Method
MassDOT is requesting that the BIDDER submit a FIXED FEE service contract for the Option being proposed. The BIDDER must list, specifically, any services which would not be covered in the proposal price. Identify the following for those services not under the fixed fee: a) A fee schedule containing the BIDDER hourly rates b) A description of how services will be billed c) A description of additional charges, as in out-of-pocket expenses for travel, etc.
2.2
Single or Multiple Contractors
This RFP is for a single contractor. All proposed sub-contractors must be disclosed in full and approved by MassDOT. Though one prime contractor is prefered, MassDOT may enter into separate contracts through this RFP process for some, none or all of the services. The information furnished must include a description of the work to be performed by each subcontractor and the percentage of the total effort that work represents. MassDOT will hold the BIDDER responsible for meeting the requirements of the contract even if a subcontractor is performing specific services.
2.3 Use of Procurement by a Single or Multiple Departments This Request for Proposal is for use only by the Massachusetts Department of Transportation.
2.4
Anticipated duration of the contract
The anticipated start of the initiation of services under the contract resulting from this RFP is December 2014. The initial duration of this contract will be five (5) years with three optional one (1) year extensions to be executed by MassDOT. The BIDDER should propose deliverables, activities, and timeframes for the initial contract period, and, separately, for any extended contract period. After the initial contract period, MassDOT may choose to extend the contract for any or all of the main functions described in this RFP. MassDOT is not obligated to extend the contract.
2.5
Anticipated Expenditure and Compensation Structure
The total maximum obligation of this contract which represents the entire duration of the contract including any extensions to a single BIDDER is $2,000,000. If additional funds _________________________________________________________________________________________________ 10/3/2014 Page 7 of 32
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become available during the contract duration period, the department reserves the right to increase the maximum obligation to some or all contracts executed as a result of this procurement or to execute contracts with contractors not funded in the initial selection process, subject to available funding, satisfactory contract performance, and service or commodity need. COMPENSATION. MassDOT agrees to pay the Contractor according to the Commonwealth’s bill paying policy. The turnaround time for payment without a prompt payment discount is currently 42 days following the receipt of a properly submitted invoice, as determined by the Office of the State Comptroller and MassDOT. In order for the payment to be received any earlier the BIDDER must submit a prompt payment discount form which must be listed as a required document to be submitted with the BIDDER’s response.
2.6
Estimated 1 Procurement Calendar
The proposed procurement calendar for this RFP is as follows: Estimated Procurement Calendar Tasks
Date
Time
RFP Published on COMM-BUYS
October 1, 2014
4 pm
Deadline for Submission of Questions
October 6, 2014
5 pm
Release of official response to Questions
October 13, 2014
5 pm
Proposal Submission Deadline
October 22, 2014
2 pm
Evaluation of Proposal
October 31, 2014
Orals
November 3, 2014
Preliminary award
November 14, 2014
Contract Negotiations
TBD
Target Contract Fully Executed
End of November 2014
2.7
Performance and Contract Specifications
The Selected BIDDER will be held to the requirements contained in the RFP, its Bid, and any and all documents (attachments and exhibits) included in the executed contract. This bid expands the OneVoice Call Center Platform for the Massachusetts Department of Transportation. Shortlist consideration will be given to only those firms who are qualified as determined by MassDOT based on information provided by the firms in response to this request.
1
Any changes to the procurement calendar will be posted in COMM-BUYS
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3.
REQUIREMENTS / SCOPE OF SERVICES
MassDOT is seeking to partner with an organization to provide services for the IVR, Computer telephony integration routing (CTI), and desktop components of the overall solution, as well as provide onsite go-live support and knowledge transfer, along with training for the call center agents for the desktop and call center management for Genesys Infomart reporting. The Bidder will also provide services to support the VHT implementation, MOH, call recording, voice mail and Avaya configurations, to support the overall solution. The diagram below illustrates the current DTMF router for the DOT main number. This DTMF call flow is deployed on the OneVoice platform. Callers press 2 at the main menu to reach the Highway Division. The first 3 options from the Highway Division menu are for E-Z pass, with option 4 being for all other inquiries. On the Second Tree on the Main Menu, callers Press 5 then 0 for all others and they will be directed to the ACD Group supporting these calls. No Sub Prompts are provisioned. The areas in the red boundary represent how the callers reach the Charlton Call Center.
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Currently, after selecting “4” from the Highway Division menu, callers are prompted to press 1 to speak to an agent. The items in the red boundary are not menu options in the current IVR, rather they are references for the agents on where to transfer callers based on the inquiry.
3.1
CTI/Routing
As noted previously, the entire Charlton team will log into Genesys as agents and will be configured in Genesys as a single skill. One or more Genesys routing strategies will be developed to route calls based on passed data from the IVR. The following assumptions apply: •
The routing strategies will not be required to connect to any external database or host system to retrieve information to be used for routing.
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•
For calls that are not routed to the single skill for the Charlton team, attached data and call information are retained only if the call termination is integrated to and monitored by Genesys.
•
Routing will be performed for inbound voice interactions only.
•
Work flow / case management functionality, such the assignment of automated tasks to another individual or group, is not needed.
•
Multi-site skills based routing will not be needed to route the call between different ACD’s. All calls will arrive and terminate on one Avaya ACD.
•
While Avaya routing will need to be preserved for default routing in the event of a catastrophic failure in Genesys routing, Avaya should never be used to route calls to agents logged in and monitored by Genesys DNs when Genesys routing is in service. If both systems are attempting to route to a given agent, it is impossible to guarantee synchronization of data and calls and a race condition may ensue.
•
Calls will be queued at the Avaya ACD. The Avaya ACD will play all in queue prompting/MOH. The Genesys routing strategies cannot play recordings/MOH or interact directly with the caller.
•
Bidder will perform the initial entry and configuration of the agent and supervisor profiles in Genesys for the Charlton team. The Highway Division will provide a spreadsheet with the necessary information
•
Calls will be delivered to agents using skills based routing. A single call will be delivered to a single agent in a ready state. If the agent does not answer, the RONA (redirect-on-no-answer) can be set up to select another ready agent.
•
Agent phones will be set up by the DOT telecom team. All Charlton agents will log into the same Avaya CM switch that is currently used for other agents on the OneVoice Platform.
•
Charlton call center administrative access to the OneVoice Genesys Infomart for specific reporting requirements will be the responsibility of the DOT OneVoice team. No custom reports are included in this engagement.
•
A single new skill will be created to support the Charlton call center. There will be no backup skills meaning all agents will be configured to have the same primary skill, and that secondary/backup skills will not be listed/configured. In general, Genesys routing strategies determine the skill required for a particular call type, and then start the agent selection process by targeting the primary skill agents for call delivery. Then, based on certain conditions coded in the routing strategy, Genesys can expand the targeting to agents that have the required skill listed as secondary. This “target expansion” using secondary skills is leveraged at RMV, but not a stated requirement for Charlton.)
•
New route points, a Direct inward dialing (DID), strategies and switch configuration (VDNS, vectors, MOH, etc.) will be required in both lab and production environments
3.2
Desktop
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The agents and supervisor will use the GIW desktop on their workstations. The following out of the box capabilities of GIW will be available: •
Login/logout and setting status
•
Standard telephony functions such as transfer, conference, hold, retrieve, and release
•
Managing contacts (phone book)
•
Voice Interaction Preview window for data displayed with an incoming call
The following assumptions apply: •
MassDOT is responsible for deploying GIW (for example, using ClickOnce option) to the desktop workstations, and assuring that the workstations meet the minimum requirements for GIW.
•
There is only a single operating system and workstation profile for the agents. Testing on multiple workstation configurations/profiles is not needed.
•
Bidder services do not include any customization to the out-of-the-box functionality of GIW or integration to any external databases or systems. For example, a custom screen pop of IVR attached data and integration to workflow / case management systems are not needed.
•
Bidder will import the existing global phone book into the Corporate Favorites area of GIW. MassDOT will provide the Phone Numbers / Extensions that will be imported into the Phone Book.
•
GIW will be configured only for inbound interactions on the voice channels (no email, chat, or outbound).
•
The existing server-side implementation of GIW in OneVoice will be used. A High Availability configuration of GIW is not needed. However, Bidder shall provide detail to DOT on how to modify the GIW client (on user desktops) to point to the backup SIP Server if the primary SIP Server does not respond.
3.3
Reporting
The existing reporting capabilities of the OneVoice platform are assumed to satisfy the requirements of the Highway Division. Based on assigned rules and login credentials, the Charlton Call Center will be able to have view and reporting access specific to their environment. The Bidder will provide (On-Site) knowledge transfer for the Charlton team on the basic functionality of GIW, Genesys Administration, CCPulse, and Infomart. The following assumptions apply: •
For the reporting components, Bidder knowledge transfer will include login access and basic report generation.
•
No default or custom report views will be created for this group. For example, both the RMV and Highway teams would need to properly select reporting filters (e.g.,
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Tenant, Agent Group, etc.) to view data that is applicable only to their respective team.
3.4
VHT
MassDOT requests that VHT be offered for the Charlton ACD Group. The Bidder will included the necessary supporting services to have VHT integrated as part of the Charlton CC Deployment. VHT setup will only be done in production as there is no VHT LAB Environment.
3.5
Training
MassDOT requests that Training of the technologies be an integral part of all OneVoice deployments moving forward. To address the training requirements the Bidder must provide a training plan and training content that incorporate industry best practices and are tailored to the MassDOT. The development of the training plan shall be undertaken and ultimately completed as a joint effort between the awarded Bidder and MassDOT. The training courses shall be interactive, utilizing role playing and user environment scenarios. In addition, to enhance knowledge consumption and to assist the MassDOT with a continuing learning experience, the Bidder shall provide eLearning modules, videos and reference guides, handouts on using the call center technologies, and handbooks to enhance the user learning experience. The Bidder shall conduct training at designated MassDOT site. The Bidder shall provide a training plan that includes the anticipated timing and duration of sessions, format and structure, their approach to a “train the trainer” plan for MassDOT, Administrative and Operational staff (12) as well as IT Technical Staff (6). The Bidder shall provide MassDOT with Word 2010. Training proposals shall include: •
Length of training (estimate number of hours for training)
•
Implementation/roll out plan
•
Method of training
•
Facility requirements for training
•
Detailed outline and description of training session
•
List of training materials and samples
•
Description of any self-guided training modules that may reside on system
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The following are the requisite modules for which the Bidder shall be responsible for training: •
Genesys
•
Genesys Interactive Workspace
•
Genesys Infomart
•
Verint
•
Virtual Hold
3.6
Deliverables
The Bidder will perform the following: •
Delivery a detailed project schedule for review and signoff by MassDOT
•
Review the requirements with DOT/Highway and deliver a Requirements Specification
•
Design the routing strategies for the Highway Division and deliver a Routing Design specification
•
Update, as necessary, the existing OneVoice System Architecture Design specification to reflect on-boarding of the Charlton team
•
Develop the Genesys routing strategies in Genesys IRD
•
Configure Genesys profiles for the agents and supervisors (one skill) in Charlton
•
Support the integration and testing for 3rd party configuration of VHT and re-use the existing OneVoice strategies to call VHT
•
Develop test plans for review and signoff by MassDOT
•
Conduct QA testing on deliverables
•
User Acceptance Testing, including tracking and remedy of reported defects
•
Deploy the deliverables into OneVoice lab and production environments in Quincy and Boston
•
Manage and coordinate all services
•
Coordinate ACD & CTI Settings in the Avaya Platform with Carousel
•
Coordinate Verint Call Recording & Supervisory Modules for named ACD Agents / Supervisors with Carousel & Verint
•
Coordinate VHT Deployment
•
Provide 80 hours of onsite go-live support and knowledge transfer on the basic functionality of GIW, Genesys Administration, CCPulse, and Infomart.
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•
Training plan that includes a complete set of technical documents, including architecture, detailed design, security design, data model, operations procedures, and backup/recovery.
3.7
Security and Data Privacy Requirements
The successful BIDDER will be responsible for providing secure systems. The appropriate safeguards within the environment should include the use of encryption software and unique passwords and IDs to protect the data’s confidentiality, integrity, and availability. All data is MassDOT owned and should be accessible to its designated personnel at all times. The successful BIDDER must adhere to all MassDOT statutes related to data privacy and security breaches described under: •
MassIT Security Policies and Standards http://www.mass.gov/anf/research-and-tech/cyber-security/security-for-stateemployees/security-policies-and-standards/
•
201 CMR 17.00: STANDARDS FOR THE PROTECTION OF PERSONAL INFORMATION OF RESIDENTS OF THE COMMONWEALTH http://www.mass.gov/ocabr/docs/idtheft/201cmr1700reg.pdf
•
EXECUTIVE ORDER NO. 504 ORDER REGARDING THE SECURITY AND CONFIDENTIALITY OF PERSONAL INFORMATION
http://www.mass.gov/governor/legislationeexecorder/executiveorder/executive-order-no504.html
•
Massachusetts General Law 93H Security Breaches https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93H
•
Payment Card Industry (PCI) Data Security Standard – Version 3.0 https://www.pcisecuritystandards.org/documents/PCI_DSS_v3.pdf
•
Payment Application Data Security Standard – Version 3.0 https://www.pcisecuritystandards.org/documents/PA-DSS_v3.pdf
Attachment C – Executive Order 504 must be completed and signed.
3.8
Liability Insurance
BIDDER must have a general liability insurance of at least $1,000,000 where MassDOT is the named beneficiary as of the time of contract.
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4.
BIDDER’S RESPONSE 4.1
Instructions for Submission of Responses
4.1.1 Schedule Responses are due at MassDOT’s main office (at the address below) by 2:00 P.M., local time, on October 22, 2014. MassDOT will evaluate the Responses. MassDOT reserves the right to select a single Respondent, to seek additional information or revise Responses, to enter into negotiations with one or more Respondents, to reject any or all Responses, to amend this RFP in any way, or to discontinue the selection process altogether. MassDOT reserves the right to change or amend this schedule at its sole discretion.
4.1.2 Procedures Responses must be received at MassDOT’s main office by the time and date shown above as the Response Due Date. Responses must be addressed and submitted as follows: MassDOT Attention: Mr. John Cadorette, IT Procurement ONEVOICE CALL CENTER ENHANCEMENTS State Transportation Building 10 Park Plaza Suite 5231 Boston, MA 02116-3973 Any Responses received after the time and date shown above as the Response Due Date will be returned unopened. A Response will be deemed to have been received only if and at the time that it is delivered directly to MassDOT’s offices at Suite 5231 on the fifth floor of the State Transportation Building. Time-stamped receipts will be provided for any hand-delivered Responses. Responses may not be left at the main security desk of the State Transportation Building. Responses will not be deemed to be received if delivered to any other MassDOT office or facility, or any other state or other agency. All Responses must be sealed to provide for confidentiality of the information contained therein and to ensure that the Responses remain intact until MassDOT opens them. Responses submitted must contain all required forms and information, and must be in the format described in this Section. Responses must be complete, and must provide sufficient information for MassDOT to evaluate them. No additions or supplements to Responses will be accepted after a Response is submitted, unless specifically requested or allowed by MassDOT. Once submitted to MassDOT, all Responses and accompanying materials are the sole property of MassDOT.
4.1.3 Response Format By submitting a Response, the Responder agrees that if MassDOT makes an award to the Responder, the Responder shall execute a contract and return the fully executed contract to MassDOT within ten (10) calendar days of receipt. The contract may be _________________________________________________________________________________________________ 10/3/2014 Page 16 of 32
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modified as deemed necessary or desirable by MassDOT. Certain portions of the final contract shall be completed in accordance with the terms of the successful Response. Also, it is anticipated that all terms of the successful Response will be incorporated in the final contract by reference, and the Response itself will become part of the executed documents. Responses submitted in response to this RFP shall be organized and presented as outlined below. Accuracy and completeness are essential. The Responses must address all of the required services of this RFP and provide a complete and concise description of how the Responder will perform the required project work. All Responses shall be in writing and shall be typewritten in English with all pages clearly numbered. The Response will be limited to a maximum of twenty five (25) pages. Responses shall be printed double-sided in a 12-point font, with the exception of the original, which shall be printed single sided. Responses shall be sturdily bound with individual sections divided by tabbed pages. The Response cover, title page, table of contents, tabbed page dividers, pricing detail forms, or required attachments are not included in the twenty five page limit.
4.1.4 Commitment Letter Each Response must contain a cover letter stating that the Response remains valid until MassDOT executes a Contract. The letter must include a statement that the BIDDER is familiar with and agrees to all of the requirements of this RFP. The letter must be signed by an officer of the responding organization who is authorized to bind the BIDDER to the RFP terms in PDF format, the MassDOT’s Standard Terms and Conditions, and all provisions of the response. Each BIDDER must certify in its response that it and all parties to any proposed joint venture or teaming arrangement agree to both of the following conditions. a. The contract has not been solicited or secured, directly or indirectly in manner contrary to the laws of the Commonwealth, and said laws have not been violated as they relate to the procurement or the performance of the Contract by any conduct, including the payment of any fee, commission, compensation, gift, gratuity, or consideration of any kind, directly or indirectly, to any Commonwealth employee, agent, officer or official. b. Unless otherwise required by law, the prices quoted in the response have not knowingly been disclosed by the BIDDER (including all parties to any joint venture or teaming arrangement) directly or indirectly to any other BIDDER or to any competitor and will not knowingly be disclosed by the BIDDER prior to award of the Contract.
4.1.5 BIDDER Identification The response must contain the name of the BIDDER, its address, a telephone number, contact person, the office that will be responsible for performing the services requested in this RFP, and any other office(s) that will participate in performing these services. _________________________________________________________________________________________________ 10/3/2014 Page 17 of 32
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BIDDERs may propose subcontractor arrangements in their responses. However, all such responses must identify a single business entity as the prime BIDDER that has complete legal, fiscal, administrative, and managerial responsibility to enter into the Contract. Regardless of the arrangement proposed, all BIDDERs are advised that the prospective prime BIDDER must possess the following attributes: • Management capability and experience to effectively direct, guide, and supervise the team; •
Authority to commit the personnel, funds, and other resources deemed necessary and appropriate by MassDOT to meet the overall requirements of this RFP and the Contract in a timely and professional manner;
•
Specific pertinent skills and experience, directly or through the team, to effectively meet the requirements specified in this RFP and the Contract; and
•
Management, financial, and administrative resources and support systems committed to the Contract necessary to effectively implement, monitor, track, and document all activities under the Contract.
BIDDERs must clearly identify all subcontractors that will perform any work under the Contract. The information furnished must include a description of the work to be performed by each subcontractor and the percentage of the total effort that the work represents. MassDOT will hold the BIDDER responsible for meeting the requirements of the Contract even if a subcontractor is performing specific services. BIDDERs must certify that they have not been convicted of an identity theft crime or misuse of personally identifiable information or debarred by any state. The awarded BIDDER will be subject to a CORI background check.
4.1.6 4.1.6.1
Response Outline Part 1 - Letter of Transmittal
The letter of transmittal must contain the following statements and information: 1. Reference to this RFP 2. A statement indicating that the proposal and cost schedule will be valid and binding until MassDOT executes a Contract, and will become part of the contract negotiated with the MassDOT. 3. Company name, address, telephone number(s), and website. 4. Name, title, email address, and telephone number of the person(s) to contact and who are authorized to represent the BIDDER and to whom correspondence should be directed. 5. Name, title, address, telephone number and email address of one or more individuals who are authorized to sign a contract. Attachment A - Contractor Signatory Authorization Form 6. The letter must be signed by a corporate officer or person authorized to bind the BIDDER to the proposal and cost schedule.
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4.1.6.2
Part 2 – Statement of Firm Qualifications
All responses must include a short profile along with a statement of qualifications, experience and description of the Respondent firm and its history. The response should specifically indicate the firm’s current and historical expertise in providing the Services of similar size and scope identified in the RFP.
4.1.6.3
Part 3 – References
All responses must include references from at least 3 clients of the firm with similar scope, and preferably government clients who have utilized the firm on matters related to the Services within the last three years with similar size and scope. The references must include a contact person, a full address, and a phone number. In addition to the foregoing, all responses must include a listing of public and private clients for whom the firm has provided Services similar to those set forth in this RFP, with a description of the Services provided. Attachment B – Business Reference Form
4.1.6.4
Part 4 – Explanation of Contract Termination
Explanation of any contract termination for default, debarment or other incident in the past five years. Termination for default or debarment is defined as notice to stop services for non-performance or poor performance, and issue was either litigated or not litigated. If default occurred, list name, address, and telephone number of the party. If NO such termination occurred for default, declare it. MassDOT will evaluate the facts, and may, at its sole discretion, reject the BIDDER’s proposal.
4.1.6.5
Part 5 - Billing Rates and Structure
MassDOT anticipates establishing a set rate schedule with the selected firm. In anticipation of this process, Respondents are required to include the following information in their response. •
A schedule of rates.
•
A list, by type and amount, of additional fees, if any.
•
A breakdown of all the cost including items.
4.1.6.6 •
Part 6 - Other Information
Reservations: MassDOT reserves the rights to suspend, withdraw, or amend this RFP at any time, and to reject any Response not submitted in conformance with this RFP and any addenda hereto. This RFP is not an offer and MassDOT is not issuing it under any statutory requirement. MassDOT has determined that the selection of a contractor through an open, competitive process to be in the best interest of the public and MassDOT. MassDOT’s decision with respect to the award of contracts pursuant to this RFP process shall be final. Responses may be rejected if, in MassDOT’ s sole judgment, they fail to meet the requirements of the RFP; are incomplete, conditional, or obscure; contain additions, deletions,
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alterations, errors, or other irregularities; or are submitted by Respondents who are not experienced or capable of performing the Scope of Services. MassDOT reserves the right to waive any of the foregoing, or any informality The Responder shall submit one (1) original, (9) copies, and one (1) electronic CD copy of the Response at the time of submission. The electronic copy format must be Microsoft Word 2010.
4.1.7 BIDDER Response to Section 3.0 The BIDDER must provide a general overview of their proposal along with comprehensive narrative statements that set out the methodology along with high level milestone timeline they intend to employ and illustrate how the methodology will serve to accomplish the services outlined in Section 3.0 requirements/scope of services including their management plan. BIDDERs must respond to the specific requirements following the sequence that each specific item is presented in Section 3.0 requirements / scope of services. MassDOT reserves the right to seek clarifications of any response.
4.1.8 Relevant Experience BIDDERs must document the company’s and the proposed key team members’ experience relevant to the specific section of the RFP they have bid on. BIDDERs must describe previous, current and pending contracts held by the BIDDER and team members that are similar in size and scope of services called for in this RFP, preferably with a government entity, within the past 3 years. BIDDERs must indicate which of the proposed key team members participated in each of these contracts and the roles they played. Such descriptions, at a minimum, must include the following details: • The contract duration and effective dates; • The name, title, address, and telephone number of persons who may be contacted by MassDOT for authentication of all of the information submitted and as a reference (there may be separate reference contact(s) for the key team members); • Any contract termination or extension, liquidated damages, penalties, litigation, and disputes relating to such contract; • A detailed description of the scope of work • Any other appropriate information related to the development, implementation, and operation of the identified program, and BIDDERs must describe any other relevant services performed by the BIDDER or team members that are that are not identified above. This description must include information on the topics identified above.
4.1.9 Deadline for Responses
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4.1.9.1
Selection Process
MassDOT reserves the right to change or amend this process at its sole discretion in order to further the purposes of the RFP. It is the BIDDER’s sole responsibility to monitor the COMM-BUYS website on a regular basis for any updates. 1. Response Due Date. In accordance with the below Procurement Calendar of this RFP, any Responses received after the time and date specified will be returned unopened. 2. Response Evaluation. MassDOT will establish a Selection Committee. The Selection Committee will first review all the Responses to determine if they contain the required forms and if submission requirements have been met. Failure to submit specified forms and follow submission requirements may result in a Response being rejected. The Selection Committee will review all responses and conduct a comprehensive and impartial evaluation of the bids received in accordance with the requirements of the RFP and the evaluation/selection criteria. 3. Bidder Interviews. The Selection Committee may invite any or none of the bidders to attend bidder interviews, or may request additional information, revised responses. 4. BAFO. MassDOT may request a best and final offer.
4.1.9.2
Evaluation Criteria
The following are minimum qualifications requirements the BIDDER must meet in order for their proposal submittal to be eligible for evaluation. The RFP Coordinator may choose to determine minimum qualifications by reading that single document alone, so the submittal should be sufficiently detailed to clearly show how you meet the minimum qualifications without looking at any other material. Those that are not clearly responsive to these minimum qualifications shall be rejected by MassDOT without further consideration: • • •
BIDDER must have a minimum of five years continuous experience supporting call center systems BIDDER must have managed or led at least one new implementation of the technologies specified in the RFP. BIDDER must have liability insurance of no less than $1 Million and state that in writing that if contract is awarded, MassDOT will be the beneficiary.
For each such customer cited, BIDDER must provide: • • • • •
The name, location, type of business, and number of employees of the organization; The name, title, and contact information for the Customer project lead; The duration of the project from analysis through deployment (if applicable); The version which was implemented or to which the upgrade occurred; Name of other firms involved in the project (if applicable).
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A rating system, based on pre-defined points and percentages, will be used to evaluate the proposals. The award of the contract will be made to the firm, whose proposal receives a favorable evaluation, recommendation of the selection committee. •
Understanding of the Project
0 to 20 points
•
Methodology and Services
0 to 20 points
•
Management Plan of the Contract
0 to 10 points
•
Experience and Qualifications
0 to 15 points
•
Cost
0 to 20 points
•
References
0 to 5 points
•
Supplier Diversity Plan
0 to 10 points
Total Score
Maximum score is 100 points
MassDOT shall select the BIDDER whose bid, in the aggregate, provides the “best value” for MassDOT and the Commonwealth. MassDOT is not required to choose the BIDDER that proposes the lowest cost. For answers to questions MassDOT evaluation team may be looking for in BIDDER’s responses, refer to Appendix A – illustrative questions / answers evaluation criteria,
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5. RFP/RFR – REQUIRED SPECIFICATIONS (OPERATIONAL SERVICES DIVISION) Issue Date:
March 24, 2014
In general, most of the required contractual stipulations are referenced in the Standard Contract Form and Instructions and the Commonwealth Terms and Conditions (either version). However, the following RFR provisions must appear in all Commonwealth competitive procurements conducted under 801 CMR 21.00: The terms of 801 CMR 21.00: Procurement of Commodities and Services (and 808 CMR 1.00: Compliance, Reporting and Auditing for Human and Social Services, if applicable) are incorporated by reference into this RFR. Words used in this RFR shall have the meanings defined in 801 CMR 21.00 (and 808 CMR 1.00, if applicable). Additional definitions may also be identified in this RFR. Other terms not defined elsewhere in this document may be defined in OSD’s Glossary of Terms. Unless otherwise specified in this RFR, all communications, responses, and documentation must be in English, all measurements must be provided in feet, inches, and pounds and all cost proposals or figures in U.S. currency. All responses must be submitted in accordance with the specific terms of this RFR. Items with the text, " Required for POS Only" specify a requirement for Purchase of Service (POS) human and social services procured under 801 CMR 21.00, Procurement of Commodities or Services, Including Human and Social Services and 808 CMR 1.00, Compliance, Reporting and Auditing for Human and Social Service. COMMBUYS Market Center. COMMBUYS is the official source of information for this Bid and is publicly accessible at no charge at www.commbuys.com. Information contained in this document and in COMMBUYS, including file attachments, and information contained in the related Bid Questions and Answers (Q&A), are all components of the Bid, as referenced in COMMBUYS, and are incorporated into the Bid and any resulting contract. Bidders are solely responsible for obtaining all information distributed for this Bid via COMMBUYS. Bid Q&A supports Bidder submission of written questions associated with a Bid and publication of official answers. It is each Bidder’s responsibility to check COMMBUYS for: • Any amendments, addenda or modifications to this Bid, and • Any Bid Q&A records related to this Bid. The Commonwealth accepts no responsibility and will provide no accommodation to Bidders who submit a Quote based on an out-of-date Bid or on information received from a source other than COMMBUYS. COMMBUYS Subscription. Bidders may elect to obtain a free COMMBUYS Seller subscription which provides value-added features, including automated email notification associated with postings and modifications to COMMBUYS records. However, in order to
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respond to a Bid, Bidders must register and maintain an active COMMBUYS Seller subscription account. All Bidders submitting a Quote (previously referred to as Response) in response to this Bid (previously referred to as Solicitation) agree that, if awarded a contract: (1) they will maintain an active seller account in COMMBUYS; (2) they will, when directed to do so by the procuring entity, activate and maintain a COMMBUYS-enabled catalog using Commonwealth Commodity Codes; (3) they will comply with all requests by the procuring entity to utilize COMMBUYS for the purposes of conducting all aspects of purchasing and invoicing with the Commonwealth, as added functionality for the COMMBUYS system is activated; (4) Bidder understands and acknowledges that all references to the CommPASS website or related requirements throughout this RFR, shall be superseded by comparable requirements pertaining to the COMMBUYS website; and (6) in the event the Commonwealth adopts an alternate market center system, successful Bidders will be required to utilize such system, as directed by the procuring entity. Commonwealth Commodity Codes are based on the United Nations Standard Products and Services Code (UNSPSC). The COMMBUYS system introduces new terminology, which bidders must be familiar with in order to conduct business with the Commonwealth. To view this terminology and to learn more about the COMMBUYS system, please visit the COMMBUYS Resource Center. Multiple Quotes. Bidders may not submit Multiple Quotes in response to a Bid unless the RFR authorizes them to do so. If a Bidder submits multiple quotes in response to an RFR that does not authorize multiple responses, only the latest dated quote submitted prior to the bid opening date will be evaluated. Quote Content. Bid specifications for delivery, shipping, billing and payment will prevail over any proposed Bidder terms entered as part of the Quote, unless otherwise specified in the Bid. Supplier Diversity Program (SDP). Massachusetts Executive Order 524 established a policy to promote the award of state contracts in a manner that develops and strengthens Minority and Women Business Enterprises (M/WBEs) that resulted in the Supplier Diversity Program in Public Contracting. M/WBEs are strongly encouraged to submit responses to this RFR, either as prime vendors, joint venture partners or other type of business partnerships. Similarly, Executive Order 546 established the Service-Disabled Veteran-Owned Business Enterprise (SDVOBE) Program to encourage the participation of businesses owned and controlled by service-disabled veterans in all areas of state procurement and contracting, thereby including them in the SDP. All bidders must follow the requirements set forth in the SDP section of the RFR, which will detail the specific requirements relating to the prime vendor’s inclusion of M/WBEs and/or SDVOBEs. Bidders are required to develop creative initiatives to help foster new business relationships with M/WBEs and/or SDVOBEs within the primary industries affected by this RFR. In order to satisfy the compliance of this section and encourage bidder’s participation of SDP objectives, the Supplier Diversity Program (SDP) Plan for large procurements greater than $150,000 will be evaluated at 10% or more of the total evaluation. Once an SDP commitment, expressed as a percentage of contract revenues, _________________________________________________________________________________________________ 10/3/2014 Page 24 of 32
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is approved, the agency will then monitor the contractor’s performance, and use actual expenditures with SDO certified M/WBE contractors and the Center for Veterans Enterprise certified SDVOBEs to fulfill their own SDP expenditure benchmarks. M/WBE and SDVOBE participation must be incorporated into and monitored for all types of procurements regardless of size; however, submission of an SDP Plan is mandated only for large procurements over $150,000. Unless otherwise specified in the RFR, the following SDP forms are required to be submitted by the deadlines noted below in order to meet the mandatory participation requirements of the SDP: SDP Plan Form #/Name SDP Plan Form #1 – SDP Plan Commitment SDP Plan Form #2 – Declaration of SDP Partners SDP Plan Form #3 – SDP Spending Report
Submitted By All Bidders Newly Contractors Contractors
When Submitted With Bid Response
Awarded Within 30 days of contract execution Within 45 days of the end of each quarter
Supplier Diversity Program (SDP) Resources: • Resources available to assist Prime Bidders in finding potential Minority Business Enterprises (MBE) and Women Business Enterprises (WBE) partners can be found at: www.mass.gov/sdp • Resources available to assist Prime Bidders in finding potential Service-Disabled Veteran-Owned Business Enterprise (SDVOBE) partners can be found on the Operational Services Division’s SDO webpage at: www.mass.gov/sdo • The Operational Services Division’s Supplier Diversity Program offers training on the SDP Plan requirements. The dates of upcoming trainings can be found at: http://www.mass.gov/anf/budget-taxes-and-procurement/procurement-info-andres/osd-events-and-training/osd-training-and-outreach.html In addition, the SDP Webinar can be located on the SDP website at www.mass.gov/SDP. Supplier Diversity Program Subcontracting Policies. In addition to the Subcontracting Policies (See Subcontracting Policies section below and see Section 9, Subcontracting By Contractor, in the Commonwealth Terms and Conditions) that apply to all subcontracted services, agencies may define specific required deliverables for a contractor’s SDP Plan, including, but not limited to, documentation necessary to verify subcontractor commitments and expenditures with Minority- or Women-Owned Business Enterprises (M/WBEs) and Service-Disabled Veteran-Owned Business Enterprises (SDVOBE) for the purpose of monitoring and enforcing commitments made in a contractor’s Supplier Diversity Program (SDP) Plan. Agricultural Products Preference (only applicable if this is a procurement for Agricultural Products) - Chapter 123 of the Acts of 2006 directs the State Purchasing Agent to grant a preference to products of agriculture grown or produced using locally grown products. Such locally grown or produced products shall be purchased unless the price of the goods exceeds the price of products of agriculture from outside the Commonwealth by more than 10%. For purposes of this preference, products of agriculture are defined
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to include any agricultural, aquacultural, floricultural or horticultural commodities, the growing and harvesting of forest products, the raising of livestock, including horses, raising of domesticated animals, bees, fur-bearing animals and any forestry or lumbering operations. Best Value Selection and Negotiation. The Strategic Sourcing Team or SST (formerly referred to as Procurement Management Team or PMT) may select the response(s) which demonstrates the best value overall, including proposed alternatives that will achieve the procurement goals of the department. The SST and a selected bidder, or a contractor, may negotiate a change in any element of contract performance or cost identified in the original RFR or the selected bidder’s or contractor’s response which results in lower costs or a more cost effective or better value than was presented in the selected bidder’s or contractor’s original response. Bidder Communication. Bidders are prohibited from communicating directly with any employee of the procuring department or any member of the SST regarding this RFR except as specified in this RFR, and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR. Bidders may contact the contact person for this RFR in the event this RFR is incomplete or the bidder is having trouble obtaining any required attachments electronically through COMMBUYS. Contract Expansion. If additional funds become available during the contract duration period, the department reserves the right to increase the maximum obligation to some or all contracts executed as a result of this RFR or to execute contracts with contractors not funded in the initial selection process, subject to available funding, satisfactory contract performance and service or commodity need. Costs. Costs which are not specifically identified in the bidder’s response, and accepted by a department as part of a contract, will not be compensated under any contract awarded pursuant to this RFR. The Commonwealth will not be responsible for any costs or expenses incurred by bidders responding to this RFR.
Electronic Communication/Update of Bidder’s/Contractor’s Contact Information. It is the responsibility of the prospective bidder and awarded contractor to keep current on COMMBUYS the email address of the bidder’s contact person and prospective contract manager, if awarded a contract, and to monitor that email inbox for communications from the SST, including requests for clarification. The SST and the Commonwealth assume no responsibility if a prospective bidder’s/awarded contractor’s designated email address is not current, or if technical problems, including those with the prospective bidder’s/awarded contractor’s computer, network or internet service provider (ISP) cause email communications sent to/from the prospective bidder/awarded contractor and the SST to be lost or rejected by any means including email or spam filtering. Electronic Funds Transfer (EFT). All bidders responding to this RFR must agree to participate in the Commonwealth Electronic Funds Transfer (EFT) program for receiving payments, unless the bidder can provide compelling proof that it would be unduly burdensome. EFT is a benefit to both contractors and the Commonwealth because it _________________________________________________________________________________________________ 10/3/2014 Page 26 of 32
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ensures fast, safe and reliable payment directly to contractors and saves both parties the cost of processing checks. Contractors are able to track and verify payments made electronically through the Comptroller’s Vendor Web system. A link to the EFT application can be found on the OSD Forms page (www.mass.gov/osd). Additional information about EFT is available on the VendorWeb site (www.mass.gov/osc). Click on MASSfinance. Successful bidders, upon notification of contract award, will be required to enroll in EFT as a contract requirement by completing and submitting the Authorization for Electronic Funds Payment Form to this department for review, approval and forwarding to the Office of the Comptroller. If the bidder is already enrolled in the program, it may so indicate in its response. Because the Authorization for Electronic Funds Payment Form contains banking information, this form, and all information contained on this form, shall not be considered a public record and shall not be subject to public disclosure through a public records request. The requirement to use EFT may be waived by the SST on a case-by-case basis if participation in the program would be unduly burdensome on the bidder. If a bidder is claiming that this requirement is a hardship or unduly burdensome, the specific reason must be documented in its response. The SST will consider such requests on a case-bycase basis and communicate the findings with the bidder. Environmental Response Submission Compliance. In the event that paper submissions are required and in an effort to promote greater use of recycled and environmentally preferable products and minimize waste, all required paper responses that are submitted should comply with the following guidelines: • •
•
• •
•
All copies should be printed double sided. All submittals and copies should be printed on recycled paper with a minimum postconsumer content of 30% or on tree-free paper (i.e. paper made from raw materials other than trees, such as kenaf). To document the use of such paper, a photocopy of the ream cover/wrapper should be included with the response. Unless absolutely necessary, all responses and copies should minimize or eliminate use of non-recyclable or non re-usable materials such as plastic report covers, plastic dividers, vinyl sleeves and GBC binding. Three ringed binders, glued materials, paper clips and staples are acceptable. Bidders should submit materials in a format which allows for easy removal and recycling of paper materials. Bidders are encouraged to use other products which contain recycled content in their response documents. Such products may include, but are not limited to, folders, binders, paper clips, diskettes, envelopes, boxes, etc. Where appropriate, bidders should note which products in their responses are made with recycled materials. Unnecessary samples, attachments or documents not specifically asked for should not be submitted.
Executive Order 509, Establishing Nutrition Standards for Food Purchased and Served by State Agencies. Food purchased and served by state agencies must be in compliance with Executive Order 509, issued in January 2009. Under this Executive Order, all contracts resulting from procurements posted after July 1, 2009 that involve the purchase and provision of food must comply with nutrition guidelines established by the Department of Public Health (DPH). The nutrition guidelines are available at the _________________________________________________________________________________________________ 10/3/2014 Page 27 of 32
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Department’s website: Executive Order # 509 Guidance. HIPAA: Business Associate Contractual Obligations. Bidders are notified that any department meeting the definition of a Covered Entity under the Health Insurance Portability and Accountability Act of 1996 (HIPAA) will include in the RFR and resulting contract sufficient language establishing the successful bidder’s contractual obligations, if any, that the department will require in order for the department to comply with HIPAA and the privacy and security regulations promulgated thereunder (45 CFR Parts 160, 162, and 164) (the Privacy and Security Rules). For example, if the department determines that the successful bidder is a business associate performing functions or activities involving protected health information, as such terms are used in the Privacy and Security Rules, then the department will include in the RFR and resulting contract a sufficient description of business associate’s contractual obligations regarding the privacy and security of the protected health information, as listed in 45 CFR 164.314 and 164.504 (e), including, but not limited to, the bidder's obligation to: implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of the protected health information (in whatever form it is maintained or used, including verbal communications); provide individuals access to their records; and strictly limit use and disclosure of the protected health information for only those purposes approved by the department. Further, the department reserves the right to add any requirement during the course of the contract that it determines it must include in the contract in order for the department to comply with the Privacy and Security Rules. Please see other sections of the RFR for any further HIPAA details, if applicable. Minimum Quote (Bid Response) Duration. Bidders Quotes made in response to this Bid must remain in effect until MassDOT executes a Contract. Prompt Payment Discounts (PPD). All bidders responding to this procurement must agree to offer discounts through participation in the Commonwealth Prompt Payment Discount (PPD) initiative for receiving early and/or on-time payments, unless the bidder can provide compelling proof that it would be unduly burdensome. PPD benefits both contractors and the Commonwealth. Contractors benefit by increased, usable cash flow as a result of fast and efficient payments for commodities or services rendered. Participation in the Electronic Funds Transfer initiative further maximizes the benefits with payments directed to designated accounts, thus eliminating the impact of check clearance policies and traditional mail lead time or delays. The Commonwealth benefits because contractors reduce the cost of products and services through the applied discount. Payments that are processed electronically can be tracked and verified through the Comptroller’s Vendor Web system. The PPD form can be found as an attachment for this Bid on COMMBUYS. Bidders must submit agreeable terms for Prompt Payment Discount using the PPD form within their proposal, unless otherwise specified by the SST. The SST will review, negotiate or reject the offering as deemed in the best interest of the Commonwealth. The requirement to use PPD offerings may be waived by the SST on a case-by-case basis if participation in the program would be unduly burdensome on the bidder. If a bidder is claiming that this requirement is a hardship or unduly burdensome, the specific reason must be documented in or attached to the PPD form. _________________________________________________________________________________________________ 10/3/2014 Page 28 of 32
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Public Records. All responses and information submitted in response to this RFR are subject to the Massachusetts Public Records Law, M.G.L., c. 66, s. 10, and to c. 4, s. 7, ss. 26. Any statements in submitted responses that are inconsistent with these statutes shall be disregarded. Reasonable Accommodation. Bidders with disabilities or hardships that seek reasonable accommodation, which may include the receipt of RFR information in an alternative format, must communicate such requests in writing to the contact person. Requests for accommodation will be addressed on a case by case basis. A bidder requesting accommodation must submit a written statement which describes the bidder’s disability and the requested accommodation to the contact person for the RFR. The SST reserves the right to reject unreasonable requests. Restriction on the Use of the Commonwealth Seal. Bidders and contractors are not allowed to display the Commonwealth of Massachusetts Seal in their bid package or subsequent marketing materials if they are awarded a contract because use of the coat of arms and the Great Seal of the Commonwealth for advertising or commercial purposes is prohibited by law. Subcontracting Policies. Prior approval of the department is required for any subcontracted service of the contract. Contractors are responsible for the satisfactory performance and adequate oversight of its subcontractors.
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6. APPENDIX A – ILLUSTRATIVE QUESTIONS / ANSWERS EVALUATION CRITERIA Listed below are illustrative questions to answers that MassDOT evaluation team will be looking for in the BIDDER’s responses.
6.1.1.1.1
Understanding of the Project
a. How well has the BIDDER described their approach and their understanding of MassDOT objectives for this contract? b. How well has the BIDDER demonstrated their understanding of what MassDOT expects them to provide? c. How well the BIDDER describe and demonstrate (1) their approach to managing this contract including administrative and operational structures, (2) communication plan with all parties, and (3) adequate support personnel, facilities and other resources to provide the services required once the contract is granted. d. How well has the BIDDER identified their distinct and substantive qualifications for undertaking the proposed contract? e. How well has the BIDDER described why they believe it would be in the MassDOT’s best interest to select their firm for this contract?
6.1.1.1.2
Methodology and Services
a. How comprehensive is the methodology and does it depict a logical approach to fulfilling the services required by MassDOT? a. Does the BIDDER provide all the services required? Have they been described in sufficient level of detail to demonstrate proficiency? b. Is the BIDDER providing additional services that may be more cost effective and beneficial to MassDOT? Have these services been justified from a benefits and cost perspective? c. Have they provided SLA?
6.1.1.1.3
Management Plan for the Contract
a. How well does the BIDDER outline a plan to manage the engagement and interact with MassDOT? b. How clearly has accountability been defined? c. How well does the plan illustrate the lines of authority and communication? Have they provided a graphic depiction in their proposal?
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d. How well does the proposal demonstrate adequate support personnel, facilities and other resources to provide the services required? e. How well does the proposal address their capabilities for providing additional services and/or services under an accelerated schedule?
6.1.1.1.4
Experience and Qualifications
a. Have they outlined a project team? What is their experience in managing similar types of engagements? b. How well has the firm demonstrated experience in completing similar projects? c. How successful is the general history of the firm regarding timely and successful completion of projects? d. Has the firm provided letters of reference from previous clients? e.
If a subcontractor will perform work on the contract, how well do they measure up to the evaluation used for the BIDDER?
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7.
APPENDIX B – LIST OF ATTACHEMENTS
Attachment A – Consultant Authorized Signatory Listing Form Attachment B – Business Reference Form Attachment C – Executive Order 504 Attachment D – SOW template Attachment E - Supplier Diversity Program Plan Form Attachment F - Additional Environmentally Preferable Products / Practices Attachment G - Prompt Pay Discount Form Attachment H - MassDOT's Standard Contract Form Attachment I - MassDOT Terms and Conditions Attachment J - Request for Taxpayer ID and Cert (Mass. Substitute W-9 form)
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