GSIS BIDS AND AWARDS COMMITTEE. Bid Bulletin # 3 July 26, 2011

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1 GSIS BIDS AND AWARDS COMMITTEE Project title: Contact Center Outsourcing Project Bid Bulletin # 3 July 26, 2011 This bid bulletin is issued to amend and modify items in the Bid Documents for the Contact Center Outsourcing Project. This shall form an integral part of the Bid Documents. We are pleased to submit some of the clarifications in the Bid Documents as follows: 1. Page 48, Payments Terms a. Please assist to clarify the charging model which is stated as per call hour. The per call hour charging model is a payment term where GSIS shall only be paying for the productive minutes of the agents, meaning the actual accumulated time of the agents on the phone plus backroom works. This shall be based on the Automatic Call Distribution (ACD) Report or Call Account Report that can be validated or computed by GSIS to establish agents productive call hours. This, plus the Backroom Works Report charges shall comprise the total billing charges for the month. Total billing charges per month shall not exceed 8.33% of the Contract Price. 2. Page 48, Penalty Provisions a. How shall we compute the Penalty given that there are different work type (Inbound Voice Calls, Outbound Voice Calls, s, Chats, Fax and Skype)? As stated in the Bid Document, the penalty shall commence on the fourth month to be agreed upon by GSIS and the Service Provider based on industry standard of one percent (1%) to three percent (3%) of the monthly billing charges. The penalty amount shall be based on the proportionate number of agents handling the different work types. Eg. If there are 35 agents handling inbound calls, the applicable penalty should be: = (35/ 50) * monthly billing * 1% 3. Page 53, Item 3 of Specification a. Kindly assist to provide your existing Call Volume per day so that we could evaluate the appropriate number of Agents in relation to minimum number of 50 seats per day. This is the first time that GSIS will embark on an Outsourced Contract Service Project. Thus, we could not give a definite statistics. What we can provide are the following information: 7 people handling a minimum of 300 inbound calls 8 x 5 in the Head Office. The estimated call volume in all branches is 3,000. Estimated follow up transaction nationwide is 10,000. Average of 300 received on daily basis 10,000 transactions Skype shall be used for servicing pensioners abroad 1 of 7

2 We envisioned that with this project, GSIS will provide an alternative means for its members and pensioners to follow up their transactions without the need to go the branches. As stated in the TOR, the number of agents assigned per shift will vary depending on the demand of operations to be recommended by the Service Provider based on best practices and fit for the requirements of GSIS. b. Shall we consider the facility as dedicated or shared seats on 24x7 operations? The GSIS Contact Center must be a dedicated facility on a 24 x 7 operations and should not be shared with other Customers of the Service Provider. c. Could we request for your expected maximum number of seats per day in accordance to the given ABC? The maximum number of seats is also related to page 48 (Payments) wherein the monthly billing for a period of twelve (12) months shall not exceed 8.33% of the Contract Price. It may be possible that during the Contract period, the Call Volume may increase. Due to possible surge in the Call Volume, will there be any penalty in case of not meeting the Service Level Requirements because the Service Provider will be limited only to a certain number of Agents and seats in accordance to cap of 8.33% of the Contract Price per month? If the call volume increases, the Service Provider should inform GSIS and will make recommendation on the options to take. d. Could we assign more than 5 supervisors or Team Leaders considering 24x7 operations? Yes, you could assign more than 5 supervisors or Team Leaders. 4. Page 54, Item 2 of Functional Requirements, Specification a. May we know how many Agents are being assigned to handle Outbound Voice calls in order to determine the number of ports for Predictive Dialer? GSIS, at this moment, cannot determine the number of Agents to handle outbound voice calls. We envisioned that majority of the calls are inbound; Outbound calls will only be done if the need arises, as stated in the TOR, to maximize the work schedules of the available agents on the floor. b. In event that Outbound Voice calls would require NDD access, shall we assume that GSIS would provide this access thru the ISDN circuits? Yes, GSIS will provide the necessary NDD access should this be required in making outbound voice calls. The Service Provider must ensure that only authorized calls are made in the ISDN circuits. 5. Page 54, Item 4 of Functional Requirements, Specification a. Once all E1 lines of the GSIS phone system were fully utilized or seized by the callers and then, all calls were directed to the IVR, what shall we do to the remaining 50% of the IVR ports? The GSIS issued Bid Bulletin No. 2 which clarifies that IVR should have ports equivalent to 6.5 E1 of the GSIS Contact Center phone system. Moreover, the IVR must also accommodate additional 2 E1 ports, for expansion, if the need arises. 2 of 7

3 6. Page 55, Item 10 of Specification a. Shall we consider that the users of Incident Management System or similar webbased Helpdesk System are both Service Provider and GSIS branches nationwide? Yes. We envisioned that the Incident Management System or similar web-based Helpdesk System will serve as repository of all incidents from the GSIS members and pensioners. The same system shall also be used by GSIS to check, record and monitor all concerns, request and queries (CRQs) from the GSIS members and pensioners. GSIS users will log its reply using this system for escalated CRQs. b. Given the 60-days timeline, shall we assume that GSIS would conduct the connectivity and application testing of Incident Management System or similar webbased Helpdesk System at GSIS branches nationwide (train-the-trainer shall be conducted by the Service Provider)? The Incident Management System must be an Off-the-shelf package which should not require extensive testing by GSIS. It is assumed that from day 1 the said package is usable and fit for the requirements of GSIS. 7. Page 56, Service Level Requirement, Specification a. Shall we request for your existing Call Arrival Pattern per work type (Inbound Voice Calls, Outbound Voice Calls, s, Chats, Fax and Skype)? Please see reply on item no. 3 b. How shall we monitor and measure the First Call Resolution? The First Call Resolution shall be monitored and measured using the reports from the Incident Management System and PBX of the Service Provider. Thus, GSIS should have access to these systems. 8. Page 58, Item 7, Telco Installation, Specification a. Shall we assume that GSIS will be billed directly by the Telco provider regarding the monthly recurring charges of the local number and toll free number ( for calls within Metro Manila and abroad, and domestic toll free numbers for PLDT/SMART and for GLOBE), including the toll free usages? Yes, GSIS will shoulder and will have a separate agreement with the Telco companies relative to the monthly recurring charges from the ISDN lines and domestic toll free charges. 9. Page 74, Item 2 of Legal Documents, Checklist of Requirements a. Shall we provide the Mayor s permit of our Head Office located in Makati City? Or, shall we provide the Mayor s permit of our proposed site for GSIS Contact Center? In Metro Manila, we could propose our Manila or Pasig sites as the possible location of GSIS Contact Center. We have different Business permits for our Head Office, Manila and Pasig sites. Our Head Office is being used for administrative purposes only while our Manila and Pasig sites are handling the Contact Center operations, wherein our customers our currently located. Both Mayor s Permit should be provided. 3 of 7

4 10. Page 48, Penalty Provisions a. Will there be a corresponding incentive if we meet the goals? There is no provision for incentive in this project. 1. Technical Requirements a. Is it possible to breakdown the demographics of the 1.6 million members and pensioners?[based on gender, age, position/profession level, location/region/country] GSIS does not have these statistics. b. Can you provide a rough estimate of how many times a member or plan holder can likely call within a given month and/or year? We do not have data on this to provide you with an estimate. c. Can you share an estimate (count or percentage) on how many members/pensioners transact via Phone? ? Chat? SMS? Skype/Video Conferencing? We do not have data on this to provide you with an estimate. d. Can we also get an estimate of the transaction volume handled per transaction type? [calls, , chat session, sms, skype/video conference] We do not have data on this to provide you with an estimate. e. Would GSIS require that all agents assigned to their project undergo and pass a GSIS-recognized certification? If yes, which certification and what are the baseline requirements and timeline we need to consider? No, GSIS does not have a certification process for agents. GSIS has indicated in the bidding document its minimum requirements for agents and supervisors, and expects the Contact Center to use its internal process for the hiring. f. Are there existing training-related modules that can be shared with us, which will become the baseline of any training documents after an NTP is issued? After the issuance of Notice to Proceed by GSIS, it is required that the Contact Center and GSIS shall work together to come up with the Training Plan detailing the training activities including coming up with the Training Manuals and conduct of training. g. Can we request for a copy of the technical/systems overview (brief info on all the systems the service provider would need to connect to) based on the demo conducted last July 20? [5 GSIS applications] The overview of the five (5) systems presented in MS Power Point are internal documents of GSIS not meant for release as fully understanding the content of the presentation would require someone from GSIS knowledgable on these systems to discuss the details. 4 of 7

5 h. Can GSIS share their systems and connectivity diagram for integration with the Service Provider prior to bid submission? We need this to design a holistic IT infra (and estimate related commercial/cost considerations) specific for the project. Envisioned Setup for the Outsourced Contact Center Project i. On the 6.5 ISDNs to be provided by GSIS, will GSIS also be responsible order placement, activation, and termination? Yes to all. j. Can we get a copy of the technical document (overview/information) regarding the GV@PS IVR prior to the bid submission? The brand, model and version of the GVAPS IVR are indicated in the bidding document. k. Please expound on the technical requirements for fax. All transactions received thru fax shall have to be converted to soft copy format (PDF, JPEG, etc.) and will become part of the inventory. l. Please expound on the technical requirements for Skype/Video Conferencing. GSIS requires that the agents shall be equipped with the Skype facility so our members/pensioners living abroad can communicate with GSIS through them. GSIS' pensioners and members who want to use this facility are properly advised by GSIS on the requirements of the facility. 1. Others a. In the file with a table "For Goods Offered From Within the Philippines" what are the columns we can tag as not applicable and leave blank? 5 of 7

6 Please refer to Bid Bulletin No. 1. b. Will all bidders receive a consolidated copy of all the GSIS responses to bid-related questions (expected to be released by July 25)? GSIS will not be able to provide the CONSOLIDATED copy of the bid bulletins. All bid bulletins are available in the GSIS website. c. Are bidders also expected to submit soft copies of the bid via (to GBAC) and/or CD? If via CD, how many copies? No, there is no need to submit soft copies. d. Are all bid documents to be submitted supposed to be provided/printed on legal size paper? Bid documents can be submitted using either short or long bond paper. A. Contradicting terms used on provisions shown below, more particularly on the statements " Actual Productivity and Fixed Prices:.Actual Productivity is variable. There may be times when this will be higher than the previous call hours. Special conditions of contract: Under Payment Term Payment Terms: Monthly billing for a period of twelve (12) months not to exceed 8.33% of the Contract Price. Monthly billing shall be based on the actual productivity of the agents following the per call hour charging model. Section IV: General Provisions of the contract: Price: For the given scope of work in this Contract as awarded, all bid prices are considered fixed prices, and therefore not subject to price escalation during contract implementation, except under extraordinary circumstances and upon prior approval of the GPPB in accordance with Section 61 of R.A and its IRR or except as provided in this Clause. Please let us know which of these item should be followed in consideration of our commercials. The payment terms shall be on a per call hour charging model where GSIS shall only be paying for the productive minutes of the agents, meaning the actual accumulated time of the agents on the phone plus backroom works. This shall be based on the Automatic Call Distribution (ACD) Report or Call Account Report that can be validated or computed by GSIS to establish agents productive call hours. This, plus the Backroom Works Report charges shall comprise the total billing charges for the month. Total billing charges per month shall not exceed 8.33% of the Contract Price which represents 1/12 of bid price of the Service Provider. In case of variation in the actual productivity and 1/12 of the bid price, GSIS shall only pay the lower amount. B. Another Item we would like to raise is the number Under Section VII: Technical Specifications: 6 of 7

7 Functional Requirements: 1. Interactive Voice Response (IVR) - with ports equivalent to twice the number of El lines of the GSIS phone system to be operated on a 24 x 7 basis. With minimum functionality such as skill-based routing, Queue status announcement and text to speech. The GSIS issued Bid Bulletin No. 2 which clarifies that IVR should have ports equivalent to 6.5 E1 of the GSIS Contact Center phone system. Moreover, the IVR must also accommodate additional 2 E1 ports, for expansion, if the need arises. For the guidance and information of everyone concerned. <signed> MARIA FE S. DAYCO Chairman, GBAC 7 of 7