INVITATION TO NEGOTIATE. FIRST NOTICE OF LOSS CLAIMS CALL CENTER ITN NO: Rebid

Transcription

1 INVITATION TO NEGOTIATE FIRST NOTICE OF LOSS CLAIMS CALL CENTER ITN NO: Rebid Addendum No. 2 (Revised 10/24/08) Citizens hereby answers questions posed by interested respondents during the September 18 th Pre-Bid Conference. Unless expressly indicated, these answers do not amend the terms of the solicitation documents. Answers to respondents questions begin on the next page. Addendum No.: 2 Page 1 of 6

2 Citizens hereby answers the following questions: 1. Will all calls originate from the State of Florida? Answer: No; there may be instances where a policy holder is calling from out of state. 2. How important is it for Vendor to have Sprint Long Distance Circuits? Answer: Citizens currently uses Sprint as our long distance carrier, however, It is not that important nor will it disqualify or reduce your points significantly if you do not use Sprint as your long distance carrier. 3. Are we allowed to sub-contract services to other Vendors? Answer: No. 4. With the 100,000 calls that are indicated on Attachment A are those calls inbound or outbound? Answer: Inbound 5. In section it gives a length of 5 minutes for associated outbound calls but it doesn t say what length of time mitigating calls will be. What length of time should we estimate for mitigating calls? Answer: 5 minutes as well. 6. How are call volumes going to be allocated between the two awarded Vendors? Answer: In the beginning, calls will be allocated evenly between the two vendors. Then performance, availability of resources, and finally price will be a factor in call allocation. 7. Since Citizens has a call center, are you going to have 3 call centers for these services? Answer: No; Citizens call center is used primarily for answering calls for our agents and non-claims related calls. 8. Are you mandating any specific hardware, software, or technology requirements? Answer: From an operational perspective there is not any specific requirements, however, there are various IT requirements that are specified in the solicitation. 9. What is the dollar value of your current contract with current vendor? Answer: Subject to contractual obligations, this information may not be provided. (Revised 10/24/08) 10. Would you allow vendor to refer other services we provide to the caller such as Crisis Counseling or would this be a conflict of interest? Answer: No; Citizens would not authorize Vendor to promote other services they provide to a caller. Citizens requires delivery of a Citizens approved script to be used when answering claims related calls. 11. Have you thought about including crisis counseling as being a part of your claims call services? Answer: No; but you can include other services your firm can provide or offer in your response submittal behind Tab 5. Addendum No.: 2 Page 2 of 6

3 12. On section 2 of Price sheet for Claims Service Call Handling what number of calls should we base that on for pricing? Answer: 30%; therefore for the model, 30, Will be the contract be awarded to the lowest bidder? Answer: No; Citizens will base their decision on the over all best value to Citizens. Price is just one component of our evaluation. 14. Why is this being rebid? Answer: Citizens Property Insurance Corporation has determined that it is in the best interest of Citizens to issue a rebid. 15. Will there be any Board of Governors Meetings in February or March? Answer: The dates for 2009 Board of Governor s meeting have not been released. 16. Will you be posting the sign-in sheet of the Vendors who attended the Pre-Bid Conference? Answer: Yes; see Exhibit A (attached) 17. Will questions and answers be posted on a weekly basis as they come in? Answer: No; all questions must be received not later than the time and date reflected in Section 1.03 of the Calendar of Events. The questions and answers will be posted on Citizen Website in accordance with Section 1.03, Calendar of Events. 18. What if we have problems or issues with Standard Terms and Conditions? Answer: Vendors are asked to identify any terms or conditions they desire modified in their response behind Tab 1. Note: Citizens may or may not consider acceptance of modifications. 19. Is there a preference for a State of Florida company? Answer: No. 20. What is the rationale for having two vendors? Answer: Citizens wants to ensure that there is proper coverage and capacity to meet policy holder need should a catastrophic event occur. 21. How will calls be allocated? Answer: Upon commencement calls will be allocated evenly; once sufficient performance documentation is collected calls will be allocated based on vendor availability of resources, and finally price. 22. If one Vendor performs better, will they receive 100% of the calls? Answer: Not necessarily, it will also be based on staffing availability. There will be various restraints that may affect Vendor s ability to handle all calls. This has not been solidified and will be worked out during the negotiation and contracting phase. 23. Assuming that a vendor has better performance and can handle all the volume how will it then be allocated? Answer: See answer to question #22. Addendum No.: 2 Page 3 of 6

4 24. On Attachment D, Citizens 2006 Internal and External Call Volume it has Outsourced Call Volume Vendor 1 and Outsourced Call Volume Vendor; was there 2 Vendors? Answer: No; Citizens used only one (1) out-sourced Vendor in 2006; however, the Vendor had two (2) call center locations. 25. Who is the current vendor? Answer: We currently have two (2) vendors for these services; Lynx and Interactive Response Technologies, Inc. Addendum No.: 2 Page 4 of 6

5 INVITATION TO NEGOTIATE (ITN) FOR ITN NO.: REBID FNOL CLAIMS CALL CENTER EXHIBIT A - PRE-BID CONFERENCE ATTENDANCE SHEET Thursday, September 18, 10:00 AM No. Company Name Company Representing Attendee Name & Title: Phone Number: Address: 1 Citizens Property Insurance CPIC Patty Davis, Procurement Officer Patty.davis@citizensfla.com 2 Citizens Property Insurance CPIC Christina Hennekes, Christina.hennekes@citizensfla.com Procurement Officer 3 Citizens Property Insurance CPIC Barbara Carter, Assistant Director of Purchasing 4 Citizens Property Insurance CPIC Robert Gofourth, Vice President of Operations 5 Citizens Property Insurance CPIC Angela Quinn, Director of Operations (attended 6 Corvel Corporation Corvel Randy Ecker Randy_Ecker@Corvel.com 7 Corvel Corporation Corvel David Reid Corvel.com 8 Senture Senture Lisa Miller (attended 9 Crawford & Company Crawford & Co. Alan Cornfoot ( attended 5 of 6

6 INVITATION TO NEGOTIATE (ITN) FOR ITN NO.: REBID FNOL CLAIMS CALL CENTER EXHIBIT A - PRE-BID CONFERENCE ATTENDANCE SHEET Thursday, September 18, 10:00 AM No. Company Name Company Representing Attendee Name & Title: Phone Number: Address: 10 Fujitsu Fujitsu Nicholas Lee ( attended 11 ACS ACS Rick McGaughy Rick.mcgaughy@acs-inc.com 12 6 of 6