4. Please submit response to the attached questionnaire in accordance to instructions.

Transcription

1 July 11, 2013 RE: Solicitation No Identity Theft Protection Program The Dallas/Fort Worth International Airport Board (hereafter "Board or DFW Airport ) is seeking competitive, sealed proposals from qualified companies to provide identify theft protection for the Dallas/Fort Worth International Airport s voluntary benefit of identity theft protection. If your Firm is interested in being considered to perform this service, please submit the following information for evaluation. To facilitate and expedite our selection process, we ask that you provide this information no later than 2:00 p.m., Central Time, July 31, 2013; a written proposal shall include the following: 1. A Brief Executive Overview: Introduction of the proposer s company including history, location, qualifications, and experience, in providing similar services. 2. Describe how you plan to successfully accomplish the Scope of Work objectives. Identify all services to be performed by your company. List all resources contributing to the Scope of Work/Specifications and their respective major area of responsibility in work. Advise of what resources and information your firm will expect from Airport Board and the employee to assist in providing these services. 3. Describe how you plan to manage this Scope of Work and identify the individual who will function as the client manager and team members. Please provide a copy of the proposed manager s and staff s resume. 4. Please submit response to the attached questionnaire in accordance to instructions. 5. Proposals will be evaluated based on the firms plan/approach to meet the service requirements, demonstrated experience/capability to perform the services, total pricing and management team. The weighted points evaluation will be based on the following values: Thank you, Firm s Management, Staff and Operating Plan/Approach to Meet Service Requirements 75 points. Demonstrated Experience/Capability to Perform the Services 10 points. Price 15 points. If you have any questions please contact me at or via at edunagan@dfwairport.com. Please scan and your proposal to my attention or fax it at Edward Dunagan, C.P.M. Contracts Administration Procurement & Materials Management Department 1

2 SPECIFICATIONS / SCOPE OF WORK 1 INTRODUCTION / GENERAL OVERVIEW 1.1 The Dallas/Fort Worth International Airport Board (hereafter "Board") employs approximately 1,754 persons who could elect to enroll in an identity theft program. To this date, employees have not had the option to enroll in an identity theft program through the Board. The Contract if awarded, will be for one year with annual renewal options. 1.2 The Board is owned by the City of Dallas, Texas, and City of Fort Worth, Texas; as such, the Board is a public entity and subdivision of the State of Texas. The Board consisting of seven (7) members from the City of Dallas, Texas, four (4) members from the City of Fort Worth, Texas, and one (1) member from the City of Euless governs the Airport. Members are appointed by their respective City Council. 2 SPECIFICATIONS / SCOPE OF WORK 2.1 Purpose Offer highest protection from identity thieves, protection for family members as well as employees, round the clock customer service, and most favorable costs (i.e., the maximum value for the benefits proposed) Provide its best and most comprehensive resources, all services and responsibilities will be outsourced to the service provider The plan should protect against the five main types of Identity Theft: Driver s License, Social Security Number, Medical Information, Character/Criminal Actions, and Financial Transactions. 2.2 Program Details Dallas/Fort Worth International Airport Board Employee-Funded Benefit Program Name: Employee Identity Theft Program Eligible Employee: Any regular, full-time employee Program will be paid in full by employees with no contribution from the Board No Board Financial Obligation: Contractor acknowledges that the Board imposes a payroll deduction based upon the employee s voluntary enrollment in the identity theft protection program covered by this agreement. Contractor agrees the Board shall not be liable for payment on the amounts owed Contractor, except to remit to Contractor as provided by the payroll deductions made to the Board by the employee for payment to the Contractor. Contractor shall have no recourse, right, or claims against Board for the amount owed the Contractor. 2.3 Minimum Requirements: Representatives shall not sell ancillary products to Board employees or program participants without the express written consent of the Board. Participant data is the sole property of Board and may not be used in any way to market other products or be sold to other organizations without the express written consent of the Board Participants shall have the option between an individual and family plan The plan shall protect against lost wallet. 2

3 2.3.4 Employee contribution through payroll deduction shall be added or canceled at any time by the employee without penalty or additional cost Monitoring of all three main Credit Bureaus must be included: Equifax, Experian, and TransUnion Access to credit report information 24/7, as well as live phone support. Automatic reports on changes to credit and contact information shall be available via personal Monitoring of checking and savings accounts Public record surveillance including court and medical records Social Security and Address Monitoring Monitoring of criminal websites for illegal trading of personal information Fully portable upon termination; must be able to transfer to direct bill, with no additional cost During roll-out, vendor must be available to meet at designated Board facilities with employees for one-on-one meetings regarding services available to them Vendor to participate in semi-annual voluntary benefits fair at designated Board facilities for eligible employees. 3

4 PROVIDER SEARCH QUESTIONNAIRE 1 This questionnaire is broken down by category, and in certain areas, by subcategory. Candidate vendors are encouraged to provide responses for all questions that are short and concise. Candidate firms may provide information in excess of what is required by the RFP. However, the Committee will consider such additional information as excess to the actual question response and reserves the right to disregard such additional excess information. 2 Contact Information 2.1 Company Name: 2.2 Mailing Address: 2.3 Primary Account Representative: Name: Title: Mailing Address: Direct Phone Number: Cell Number: Address: 3 Please describe why your firm wins new business and successfully retains clients. Include any unique services, features, etc. that you feel illustrates your firm s competitive advantages. Please limit this response to 300 words or less. 4 General Questions Organization (10 page limit) 4.1 Provide a brief overview of your company and history of your organization including an organizational chart. Please include how long your company has been active in the identify theft protection business. 4.2 Are you currently participating in any alliances or joint marketing efforts? Are any of your services subcontracted to another party? If so, please describe in detail and note any services that would be proposed for Board. 4.3 Describe any litigation within the last 5 years relating to your organization (include any current pending issues) 4.4 From what location would this account be serviced? Be sure to distinguish between the areas of administration, compliance, communications, service center, etc. 4.5 What is the total number of employees at your company who directly handle identity theft protection? 4.6 Organizational Changes: Please describe any organizational changes (mergers, acquisitions, divestitures, consolidations, etc.) that have occurred within the past three years or are scheduled to occur within the next 12 months. 5 Team and Client Services ( 5 page limit) 5.1 Please describe the teams, at the team and individual levels, that would work directly with the Airport Board administrative team during the implementation phase and on an ongoing basis. 5.2 How many plan sponsors are currently managed by the proposed point of contact? 5.3 Please provide biographies of the appropriate team participants that will be assigned to this relationship. Please include each person s tenure and experience with plan sponsors who have an employee size of What security checks do your employees need to clear prior to employment? 5.5 Describe how the performance of the dedicated account team for the Board will be graded. Will they be judged based on revenue, client satisfaction, or a blend of multiple factors? 5.6 How frequently do you formally survey or seek input from your clients with respect to services and products provided by your company? What approaches do you utilize to gain this feedback? How does your company track service quality and subsequently report to the client? 4

5 6 Marketing (5 pages limit) 6.1 Describe your initial and on-going standard marketing program (including printed material, etc.) Please provide samples of your standard material. 6.2 Provide samples of employee enrollment and communications materials. 7 Implementation (5 page limit) 7.1 How soon would you be able to complete the implementation process following the vendor selection decision? Please support with your proposed timeline. 7.2 Please describe any unique implementation features or characteristics that you believe differentiates your company. 8 Protection Plan Participant Tools (5 page limit) 8.1 Describe your Participant website. Please provide a demo site and password Is there real time access for the participant to their data (i.e. account information, the plan they chose)? What participant information is available (i.e. plan they chose, etc)? Is there a limit to the number of users who may be on at one time? 8.2 Describe what services are available to the Participant via the website being sure to include the following: Enrollments Online or paper form? 8.3 Do you provide live participant telephone support? What are the standard hours of operation? Where are the CSRs located (be sure to include all locations)? How many plans do they manage? 8.4 Are Spanish-speaking operators available? Other languages? Any services for the hearing impaired? 8.5 Are service center calls recorded, monitored and retained? 8.6 Are the answers to the Participants questions based on a script or are the call service representatives giving answers based on the information they have available to them? 9 Protection Plan Sponsor Tools ( 5 page limit) 9.1 Please provide a demo website and logon/password if available 9.2 Please describe the protection plan sponsor website that would be available to BOARD, including a discussion of the following: Type of information available online Reports that may be requested / run online (usage reports, etc.) The website s operating hours (e.g., is the website shut down during routine maintenance / upgrades?) What degree of ad hoc reporting / query capability do you have? 9.3 Please provide a hard copy sample of the plan sponsor annual plan review. We anticipate this would include items such as: 10 Client References Plan Overview (ie. total participation) Participant use (ie. How many participants have used the service for the various service) 10.1 Please provide a listing of three full-service client references that are similar in size to Board. Two of the three must be clients managed by the account manager who would be assigned to the Board account. Government client references are preferable. Name: Contact: Plan Size (Participants): 5

6 Geographic Location: Phone Number: Type of Services Provided: Please describe why this reference is relevant to Board s plan Please provide a listing of two clients that have recently transferred (within the last three years) their identify theft protection services to another organization. Name: Contact: Plan Size (Participants): Geographic Location: Phone Number: Type of Services Provided: Brief rational for transfer : 11 Pricing and Performance Guarantees (10 page limit) 11.1 Please explain your fee structure Do you have a standard contract? If so, please provide a sample Are there potential additional costs not provided in your fee proposal (e.g., custom reporting, etc.)? Is there an annual limit to out-of-scope fees? 11.4 Do you include a trial period for participants? Is this free or at a charge? 11.5 What happens if an employee misses a payment? When does coverage lapse or is cancelled? 11.6 How soon does coverage begin after someone signs up? 11.7 Do you deny coverage for any reason? 11.8 Describe how employee enrollment works. Is it via website or paper form? 11.9 Describe how you inform plan sponsor of new enrollees. Is it a file download? Please describe how plan sponsor premium payment works under a self-bill arrangement (service fees)? How does plan sponsor notify your company of employee terminations of employment? What happens if payments by employees go into arrears due to Family Medical Leave/Short Term Disability? 12 Plan Features/Process (10 page limit) 12.1 Describe the plan features and how it works. Include any unique features that differentiate your company s protection coverage. Include information on how your company handles the protection areas below: Guarantee (up to what dollar amount) Tracking of credit scores Monitoring identity Scanning for identity threats Responding to identity theft Internet/Computer Security Junk mail-list removal 12.2 Do you have different levels of service (gold, platinum, etc.). Please explain the differences Explain the services offered for monitoring and procedures from the employee perspective Do you handle anything that comes up on the credit report or that is the responsibility of the participant? 6

7 Do you automatically order credit reports? How often? From what agencies? Are the employee s bank accounts (checking & savings) constantly monitored or only once suspicious activity is suspected? What internet protection services, if any, do you provide? Explain how they work. How many computers can you install the protection on? Do you provide anti-phishing protection? Do you provide spyware protection? Do you provide a monitor of Facebook privacy? Do you provide black market internet scanning protection? Do you provide Junk Mail reduction services including removal off lists for pre-approved credit card offers? 12.5 Do you continually monitor public records that have been added to your credit report? 12.6 Do you continually monitor inquiries that have been made against your credit report? 12.7 Do you monitor if change of address has been requested for credit report? 12.8 Explain the services offered for recovery efforts and provide a case study How does an employee know their ID is restored? Are there situations where your company is not liable for the loss? If yes, please explain What role does an employee have in clearing up situations? Are they told what steps to take or does your company do it for them? Does an employee have to pay for any of their financial loss or money to restore their name/identity? If an employee s identity if stolen, do you help in filing a police report? If an employee s identity is stolen, do you help dispute fraudulent accounts? Are fraud alert notifications sent on the participant s behalf to places such as the participant s bank, etc. If so, how does this work and who does it go to? 13 Covered Dependents (10 page limit) 13.1 Please provide information on who the plan covers (i.e. employee only, family?) Include the process for an employee to add a dependent or drop a dependent from coverage What are the requirements for dependent children (i.e. live at home, be under a certain age)? Does the coverage include minor children (under age 18)? 13.3 How does the coverage for minors work prior to children having a job, etc. They just have a SSN but you often read of these identities being stolen (i.e. when turn 18 apply for a credit card and find criminal charges under name) Also for minors, what things are monitored? Perhaps if a credit card is filed in the minor s name? What happens in these cases? 7

8 14 Scenarios (10 page limit) 14.1 Please describe what steps you would take to solve the following hypothetical scenarios. Please include what the employee would have to do in each case An employee calls to report that their wallet containing six credit cards (Visa, Mastercard and four retail credit cards) has been stolen An employee calls to report that their child has lost their social security card and health insurance card at the mall An employee is traveling outside the United States with their family. Are they covered if their wallet should be stolen while overseas? You discover that an employee s medical benefits may have been compromised by a thief using their name to seek medical treatment under their name and medical insurance information An employee calls to report that a collection agency is calling to collect on a bill from a retailer that the employee did not purchase from? An employee reports through the website that a box of checks has been stolen from their mailbox An employee tries to apply for a mortgage and there are debts that they didn t know about If an employee finds out someone has filed a tax return using their name, what do they do? An employee gets an that all of their financial institution s accounts may have been compromised? What should they do? 8