SALEM STATE COLLEGE INVITATION TO BID THIS IS NOT AN ORDER. 11. Reference: Call Center Software RFP # SPECIFICATIONS UNIT PRICE TOTAL PRICE

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1 SALEM STATE COLLEGE INVITATION TO BID THIS IS NOT AN ORDER 1. The College is an agency of the Commonwealth of Massachusetts and is exempt from any State tax or Federal excise tax. 2. Unless otherwise stated, the unit price shall be the net price. Separate unit and total prices must be shown if applicable. 3. Unless otherwise stated, all quoted prices shall be FOB college address inside delivery. 4. Responses must be received on or before Monday, August 2, 2010 by 3:00 P.M. in the Purchasing Department, Salem State College, Administration Building, First Floor, Room 6, 352 Lafayette Street, Salem, MA , at which time there will be a public opening. 5. Submit one (1) original and five (5) copies. 6. FAX and copies will NOT be accepted. 7. Salem State College reserves the right to waive informalities and to reject any and all bids; or to accept the bid deemed best for the Commonwealth. 8. Any objections to the above conditions must be clearly indicated in the proposals. 9. For additional information: Lori Boudo Assistant Director Development 352 Lafayette Street Salem, MA Salem State College (978) Responses must be submitted to: Evelyn Wilson, C.P.M., Director of Purchasing & Materials Management, Salem State College, Administration Bldg., First Floor, Room 6, 352 Lafayette Street, Salem, MA Reference: Call Center Software RFP # SPECIFICATIONS UNIT PRICE TOTAL PRICE See Attached Specifications EQUAL OPPORTUNITY The Contractor agrees not to discriminate against any employee or applicant for employment because of race, sex, color, religious creed, national origin, and/or ancestry. The contractor agrees to post in conspicuous places notices to be provided by the Massachusetts Commission Against Discrimination with respect to the Fair Employment Practice laws of the Commonwealth which are herein made of this contract reference. VENDOR IDENTIFICATION COMPANY ADDRESS CITY STATE ZIP TELEPHONE AUTHORIZED SIGNATURE NAME TITLE FEDERAL EMPLOYER S ID CODE 9DIGITS

2 VENDOR IDENTIFICATION (must be completed) Company Name: DBA: Company's Federal ID Number: Address: Remit To Address: City State ZIP Telephone: Fax: Web address: Name Title Authorized Signature Date: Main Contact: Person responsible for response (if different)

3 Request for Proposal RFP Number: CALL CENTER SOFTWARE

4 Section 1. Overview 1. PURPOSE Salem State College (SSC) is seeking proposals from experienced and qualified vendors to provide services and software necessary to automate the SSC Phonathon program. 2. REQUEST FOR PROPOSAL (RFP) ORGANIZATION This RFP is organized into the following sections: Section 1. Overview - Provides Contractors with general information on the objectives of this RFP and procurement overview. Section 2. Scope of Work - Provides Contractors with a general description of the SSC, current environment, RFP objectives, the tasks to be performed, delineates SSC and Contractor s responsibilities, and defines project deliverables. Section 3. Proposal Requirements - Describes the required format and content for the Contractor's proposal. Section 4. Evaluation Criteria - Describes the criteria for proposal evaluation. Appendix I References Appendix II Instructions to Proposers Appendix III Standard SSC Terms and Conditions 3. SUBMISSION OF QUESTIONS Contractors may submit questions or requests for clarification via to The deadline for submission of questions is July 16, Any answers, clarifications or corrections that change the scope of this RFP will be issued as an addendum. 1

5 4. SUBMISSION OF PROPOSALS Contractors shall submit a clearly marked original plus five (5) copies of the proposal. Proposals shall be received by the SSC Purchasing Department no later than 3:00 p.m. E.S.T., on August 2, Any proposal received after this date and time shall be rejected. No other public disclosure will be made until after the award of the contract. Proposals shall be mailed or delivered to: Evelyn Wilson, C.P.M. Director of Purchasing & Materials Management Salem State College Administration Bldg., First Floor, Room Lafayette Street Salem, MA The outside cover of the package containing the proposal shall be marked: RFP , Call Center Software, submitted by (Name of Contractor). 5. TIMETABLE Please note that this is an anticipated calendar and may be subject to change. Release of RFP July 1, 2010 Phone Conference July 15, 2010, 10:00 am Response Due Date August 2, 2010 Response Evaluation August 14-31, 2010 Presentations by Vendors September 13-17, 2010 RFP Anticipated Award October 1, 2010 Contract Offer October 15, 2010 Contract Signing October 30, COSTS FOR PROPOSAL PREPARATION Any costs incurred by Contractors in preparing or submitting a proposal or presentation shall be the Contractor's sole responsibility. 7. DISQUALIFICATION OF PROPOSALS SSC reserves the right to consider as acceptable only those proposals submitted in accordance with all requirements set forth in this RFP and which demonstrate an understanding of the scope of the work. Any proposal offering any other set of terms and conditions contradictory to those included in this RFP shall be disqualified without further notice. A Contractor shall be disqualified and the proposal automatically rejected for any one or more of the following reasons: 2

6 The proposal shows any noncompliance with applicable law. The proposal is conditional, incomplete, or irregular in such a way as to make the proposal indefinite or ambiguous as to its meaning. The proposal has any provision reserving the right to accept or reject award, or to enter into a contract pursuant to an award, or provisions contrary to those required in the solicitation. The Contractor is debarred or suspended. The Contractor is in default of any prior contract or for misrepresentation 8. ADDENDA TO THIS RFP SSC may need to issue one or more addenda related to this RFP. Such addenda shall be posted at the Salem State College Purchasing web site: It is the sole responsibility of prospective contractors and other interested parties to familiarize themselves with the web site and visit it regularly during the RFP process for updated information or addenda related to this RFP. 9. RIGHTS RESERVED SSC reserves the right to award in part, to reject any and all proposals, in whole or in part, and to waive technical defects, irregularities and omissions if, in its judgment, the best interest of SSC will be served. Should SSC determine that only one Bidder is fully qualified, or that one Bidder is more highly qualified than the others under consideration, a contract may be negotiated and awarded to that bidder. 10. FINAL CONTRACT SSC intends to use this RFP and the successful proposal as a basis for the final contract. The winning vendor will be required to sign a Commonwealth of Massachusetts Standard Contract. Sample is available at: 11. INSPECTION OF PROPOSALS Proposals may be available for public inspection upon notice of award and shall be available for public inspection after the contract is signed by all parties. 12. CONTRACT INVALIDATION If any provision of this contract is found to be invalid, such invalidation will not be construed to invalidate the entire contract. 13. TERM OF CONTRACT The awarded contract will be for software rental or purchase and it will renew annually at the option of SSC. 3

7 14. RFP TERMS AND CONDITIONS The terms and conditions specified in Appendix III should be reviewed carefully to ensure full responsiveness to the RFP. The anticipated contract will be, in form and substance, consistent with applicable policy and regulations of Salem State College and the Commonwealth of Massachusetts statutes and regulations regarding the creation and execution of such contract. The failure of any respondent to receive or examine any contract, document, form, addenda or to visit the sites and acquaint itself with conditions thereexisting, will not relieve it of any obligation with respect to its proposal or any executed contract. The submission of a proposal shall be conclusive evidence and understanding of the SSC's intent to incorporate such terms and conditions into the contract. 15. EQUAL EMPLOYMENT OPPORTUNITY REQUIRMENTS In entering into any contract resulting from this RFP the Contractor agrees not to discriminate against any employee or applicant for employment because of race, sex, color, religious creed, national origin, and/or ancestry. The contractor agrees to post in conspicuous places notices to be provided by the Massachusetts Commission Against Discrimination with respect to the Fair Employment Practice laws of the Commonwealth which are herein made of this contract reference. 4

8 Section 2. Scope of Work 1. OVERVIEW OF SALEM STATE COLLEGE Salem State College, located just 15 miles north of Boston, is one of the largest state colleges in the Commonwealth of Massachusetts, and an important partner in the economic, cultural and intellectual vitality of the North Shore. Situated in the historic seacoast town of Salem, Massachusetts, Salem State provides a diverse community of learners a high quality, studentcentered education; one that prepares them to contribute responsibly and creatively to a global society. Salem State College, established in 1854, is a comprehensive institution. It is governed by an 11-person board of trustees. Current enrollment is approximately 10,000 undergraduate and graduate students from 27 states and 65 nations. Based on the SSC database, the total number of living alumni is 45,659, including 36,208 Massachusetts residents, 9,260 other U.S. residents, and 191 international. For further information go to 2. CURRENT ENVIRONMENT SSC is in the process of moving from a manual call center to one that is automated. The current database software used is Blackbaud s Raiser s Edge. We do not currently use a self dialer. The manual process limits the information available to callers in filling a complete donor picture for a successful call; and the manual pulling of forms, as well as manual dialing, is labor and time intensive, reducing the effectiveness of our Phonathon program. 3. OBJECTIVES SSC is seeking a firm to implement a phonathon automation system. The purpose of this RFP is to locate a software company that will provide the services and software necessary to automate the SSC Phonathon program. The selected company will need to offer purchase or annual rental of the phonathon software. The implementation and training must be complete by February 1, 2011 (subject to change). 5

9 1. RESPONSE REQUIREMENTS Section 3. Proposal Requirements Each proposal must include a table of contents with page numbers for each of the required components of the proposal. All proposals must include a point-by-point response to this RFP. Each response must be cross-referenced to the corresponding numbered item in this RFP and described in as much detail as possible. Failure to respond to all points shall be grounds for rejection. Likewise, failure to supply any information required to accompany the proposals may cause a rejection of the proposal as non-compliant. SSC reserves the right to request additional information and/or presentations, if clarification is needed. Proposals that do not substantially conform to the contents of the bid request and consequently altering the basis for proposal comparison, shall be disregarded and considered as unresponsive. 2. PERFORMANCE SPECIFICATIONS Vendors must respond to the following specifications on a point by point basis, using the RFP numbering scheme and providing the RFP statements prior to their response. If a vendor cannot meet or exceed these specifications, SSC reserves the right to exclude the Vendor's proposal from evaluation. A. Provide a brief general description of your business, including the number of years your company has been in business, area of expertise, history, awards, etc. B. Provide the full name and location of your company as well as the location of the office that will be serving SSC (if different). C. Is your company a subsidiary of another corporation? If so, what is the name of the parent company? D. Provide the number of personnel employed by your company. E. SSC wishes to utilize current phonathon technology. Please answer the questions below and explain the specifications of your system: a) Is your system web based? b) How will the software and licenses be provided? c) Do you offer rental and hosting of the application on your server? d) Does your system provide a process and means of regular updates to the software? e) Is your system compatible with Blackboud s Raiser s Edge? f) Do you meet PCI Compliance? g) Does your system offer progressive dialing? h) Does your system provide an electronic means of updating, storing and downloading alumni contact information after each night s calling effort? i) How does your system utilize electronic data transfer? j) Does your system allow callers to code alumni as Do Not Call when requested? 6

10 k) Is it possible for a caller to assign priorities? l) Does your system link spouses data? m) Does your system offer response capability? n) Does your system provide schedule call back? o) What scripting functionality does your system have? Do you have both canned and programmable scripting available? p) Does your software have remote access capabilities? q) Does your system have both digital and analog capabilities? r) How do you provide software upgrades? s) Describe your system s security features. How does your system safeguard all data? t) Does your system have call recording capabilities? u) Does your system provide automatic update to constituent file? v) Does your software provide an electronic means of reporting calling activity? Explain in detail the types of available reports. w) Does your system have ad-hoc reporting that provides data by call agent, such as number of contacts, number of refusals, and number of pledges? x) Does your system have the capabilities to create customized reports? y) What format(s) are your reports viewed in? z) Are your reports able to be viewed in real time and in electronic format at a later time? aa) Does your system provide real time statistics to managers? bb) Please explain how your system handles credit card processing. Provide details on the security of donor information. cc) Which credit card merchant account providers work with your software? Do you have preferred vendors? dd) Does your system allow credit card numbers to be automatically checked for validity as the caller enters the number into an automated system? ee) Does your system provide capabilities to create friendly competition between callers via online updates to the callers during the call sessions? ff) Does your system provide for segmentation of data on one or more of its data elements? gg) Provide details about the on screen information available to callers during a call. hh) Describe your warranty on your software system. ii) Describe how you will provide on-going technical assistance. jj) Describe your installation and training process. F. Provide a detailed schedule for the software implementation and training as well as ongoing support that SSC can and should expect. G. Describe your experience with, and your software s compatibility with, Blackbaud s Raiser s Edge. 7

11 H. Software support Describe in detail your ability to provide the following: a) Provide a detailed list of the technical requirements for implementation and automation. b) Provide IT department with assistance, if needed, for the interface (import/export of data) with Blackbaud s Raiser s Edge related modules. c) Support and provide training during installation and implementation. d) Provide annual updates & customer support after implementation. I. Describe in detail any unique features that your system or services offer to streamline the call center work processes. For instance, SSC is particularly interested in (but not limited to) the following: a) Call center support tools, such as management of caller schedules. b) Record locking to avoid double calls to the same prospect. c) Link couples to avoid double calls to the same household. The above features are provided for reference only and should not be construed as being the only features that SSC would like to consider. J. Provide information on the staff that will be dedicated to provide the services required in this RFP. 3. FEE STRUCTURE Provide an itemized list of costs associated with the project, including: A. Cost associated with purchase and rental of the software and support/training (including estimate for hardware requirements). Please provide this pricing in increments of 15 concurrent users up to 40 concurrent users in 5 person increments. If additional features are available in an a la carte fashion, provide those costs also. B. Recommendations and estimated costs for headsets and progressive dialing equipment. C. Specific costs incurred by other colleges and universities that have purchased the proposed phonathon system. D. Any additional or peripheral costs or fees associated with implementation. 8

12 4. REFERENCES Provide specific reference information for five clients you have served, relevant to the contract proposed, to include: A. Organization name and location B. Starting date of service C. Relevant volume statistics D. Contact name, title, telephone number, and address E. See Appendix I NOTE: References involving Blackbaud s Raisers Edge schools are preferred. The references must be relevant to service in the last 36 months. Provide general qualifications and experience as they relate to the following: A demonstrated compliance with the Commonwealth of Massachusetts contracting statutes and regulations. If a proposer has no experience in the Commonwealth of Massachusetts, it shall provide the same information from experience in other states. History of contracts entered into with the Commonwealth of Massachusetts over the five (5) year period, immediately prior to the published date of the RFP, including contracts awarded, contracts terminated, and contracts determined to be null and void. If a proposer has no experience in the Commonwealth of Massachusetts, it shall provide the same information from experience in other states. History of violations of the Commonwealth of Massachusetts statutes and regulations relating to Ethics during the five (5) year period immediately prior to the published date of the RFP. If a proposer has no experience in the Commonwealth of Massachusetts, it shall provide the same information from experience in other states. 9

13 Section 4. Criteria to Evaluate Proposals The evaluation of proposals will be conducted by a committee of 5 members. A contract will be awarded to the bidder offering the best value response to the goals and performance requirements outlined in the RFP. Evaluation shall include, but not be limited to, the following criteria: 1. Demonstrated ability and past experience to perform the specified work 2. Proposer s understanding of the required services, including purpose and scope, as evidenced by the thoroughness and comprehensiveness of the proposed approach and the level of effort 3. Cost and/or fee schedule 4. Client references 5. Demonstrated compliance with the Commonwealth of Massachusetts contracting statutes and regulations and ethics 6. A presentation to the screening committee may be requested by all or by a short list of respondents and may be an important vendor selection criterion Information Required: Proposals should be presented by following the numbering scheme of the RFP and provide the RFP statement as well as the response. Vendors should explain answers in full. Specific areas to be addressed are: Proposal Requirements as explained in Section 3 Supplemental Information: As part of the review, the SSC may request the Vendor to supply, in writing, clarifications, additional documentation or information needed to fairly evaluate each proposal. Presentations: SSC may request that all or a short list of proponents provide formal presentations of their proposals at a date and time to be determined. If required by the SSC, it is anticipated that such presentations will not exceed two (2) hours. No proposer will be entitled to be present during, or otherwise receive any information regarding, any other presentation of any other proposer. Review of References: Each proposer is required to provide a list of references as requested above. At minimum, two public educational institutions must be of the size and scope of Salem State College. Please include name, title, telephone number and address of a contact person at each institution. SSC reserves the right, but is not obligated to, contact and review the program of any institution by any proposer as a reference. Supplier Representatives: Proposer must identify the people it anticipates representing the Vendor in developing and implementing the Agreement. SSC may conduct interviews with identified supplier representatives as a part of its evaluation process. SSC will include in its evaluation: proposals, presentations (if requested), references and interviews. In addition, the award will be predicated upon the successful negotiation of the 10

14 specific terms and conditions to be included in the Agreement. SSC will be the sole judge of the suitability of the proposed Agreement. Requests for Clarification: SSC may request that any proponent clarify or supplement any information contained in the submitted Proposal. Proposers are required to provide a written response within ten (10) business days of receipt of any request for clarification by SSC. 11

15 Appendix I. REFERENCES Proposals should include five institutions, of similar or the same size, where your organization provides or provided services similar to the size and scope of the services requested by SSC. Please include name, title, telephone number and address of a contact person at each institution. References may be checked electronically; the requirement for addresses is a mandatory requirement. References: Institution Contact Telephone No. Reference #1 Reference #2 Reference #3 Reference #4 Reference #5 12

16 Appendix II INSTRUCTIONS TO PROPOSERS A. Proposals must be addressed and delivered to Evelyn Wilson, C.P.M., Director of Purchasing & Materials Management, Salem State College, Administration Bldg., First Floor, Room 6, 352 Lafayette Street, Salem, MA , on or before the time and date set for closing. Proposals should be in a sealed envelope marked: Name of Proposer: Title of Proposal: Call Center Software RFP Number: Proposal Due Date: August 2, 2010 No telephone, telegraphic or facsimile proposals will be considered. B. Proposals should include one (1) original (signed in ink) and five (5) copies. C. Proposers may withdraw their proposals at any time prior to the time and date set for opening. D. No department, school, or office at SSC has the authority to solicit or receive official proposals other than the Purchasing Department. All solicitation is performed under the direct supervision of the Purchasing Department and in complete accordance with the SSC policies and procedures. E. SSC reserves the right to conduct discussions with proposers. During this discussion period, SSC will not disclose any information derived from the proposals or from discussions with other proposers. Once an award is made, the solicitation file, and the proposals contained therein, are in the public record and will be disclosed upon request. F. Submission of a proposal against this RFP is your acknowledgement that subjective criteria will be used in the evaluation of proposals. Award shall be made to the responsible proposer who is determined to be the most advantageous to SSC. Price, although an important consideration, will not be the sole determining factor. G. Proposals must be provided on the Proposal Certification page. Proposals on any other form will be considered informal and will be rejected. Conditional proposals will not be considered. All proposals must be signed by an individual authorized to extend a formal proposal. Proposals that are not signed may be rejected. H. SSC reserves the right to reject any or all proposals or any part thereof, or to accept any proposal, or any part thereof, or to withhold the award and to waive or decline to waive irregularities or technical defects in any proposal when it determines that it is in its best interest to do so. SSC also reserves the right to hold all proposals for a period of 60 days after the opening date and the right to accept a proposal not withdrawn before the scheduled opening date. I. All proposals in response to this RFP are to be the sole property of the Commonwealth. J. Any alleged oral agreement or arrangement made by a vendor with any agency or employee will be superseded by the written agreement. K. SSC reserves the right to correct inaccurate awards resulting from its clerical errors. 13

17 L. No additions or changes to the original proposal will be allowed after submittal. While changes are not permitted, clarification at the request of the agency may be required at the bidder s expense. M. Direct inquiries relative to the conditions and specifications listed herein and any and all other communication related to this RFP to: For technical questions: Lori Boudo Assistant Director of Development 352 Lafayette Street Salem, MA Salem State College Phone: (978) For procedural questions: Evelyn Wilson, C.P.M. Director of Purchasing & Materials Management Salem State College Administration Bldg., First Floor, Room Lafayette Street, Salem, MA Phone: (978) Fax: (978)

18 A. PURCHASE TERMS Appendix III STANDARD SSC TERMS AND CONDITIONS Where a term or condition contained in this RFP differs from a term or condition set forth in the state contract, the terms or conditions of the state contract shall prevail. B. ADDITIONAL TERMS AND CONDITIONS No additional terms and conditions included with the proposal response shall be evaluated or considered and all such additional terms and conditions shall have no force and effect and are inapplicable to this proposal. 1. Customer Payment and Privacy Protection Conditions- responses should certify compliance and/or company policies and procedures regarding the following. (a) PCI-DSS Compliance - presently in effect, any merchant processing, storing, and transmitting customer credit card information must show evidence of being PCI compliant. Please submit a Certification of Compliance with your submission. (b) PA-DSS Compliance - effective July, 2010, any payment application sold, distributed or licensed to a third party must be PA-DSS compliant. Please identify your firm s plans for compliance in your submission. (c) Red Flag Rules - effective November 1, 2009, any third party vendor of the college that handles, stores or transmits personal identifying information must comply with federal trade Commission s Red Flag Rules. Please identify your company s Red Flag Administrator and policies related to this regulation. Please note: any submission that does not address these conditions will be deemed to be incomplete and subject to disqualification from consideration. C. PRICING Quoted pricing shall remain firm for the entire term of the contract. D. EXCUSABLE NON-PERFORMANCE The vendor will use its best effort to provide satisfactory and uninterrupted service as described in the RFP. The vendor will not be responsible or in default for any failure of service arising from an act of God, civil riot, war, restrictions imposed by governmental authorities, or other causes determined by Salem State College to be beyond the vendor s control. E. CONTRACT TERMINATION If the contractor persistently disregards the laws, ordinances, rules, regulations or orders of any authority having jurisdiction, or otherwise is in substantial violation of a provision of the contract documents, or the college deems the services provided to be unsatisfactory, then the 15

19 college may, without prejudice to any right or remedy and after given the carrier thirty (30) days written notice, terminate the employment of the carrier. The college shall be obligated only for those services rendered and accepted prior to the date of Notice of Termination. F. CONTRACT RENEWAL The contract may be renewed upon the same terms and conditions, provided that the parties agree on pricing terms. The vendor shall no later than thirty (30) days before the expiration of the contract provide written notice of its intent not to renew the contract or of any changes to pricing in may require. G. EMPLOYEES All workers performing services shall be employees of Contractor and shall not under any circumstances be considered employees of Salem State College. Contractor shall provide and be responsible for all required services and benefits with respect to its employees, including but not limited to worker's compensation and unemployment insurance. 16

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