Request for Proposal (RFP) (P ) City of Sacramento Call Center Software

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1 Request for Proposal (RFP) (P ) City of Sacramento Call Center Software RFP Submittals Due: February 13, 2015 by 5:00 p.m. (PST) (Submit electronically, in PDF format) via the City of Sacramento's online bid center at: 1

2 TABLE OF CONTENTS Section 1. General Information... 3 Section 2. General Requirements... 6 Section 3. Software and Service Requirements... 7 Section 4. Submission Content and Format Section 5. Proposal Evaluation / Selection Criteria Section 6. Acceptance of Proposal Section 7. RFP Timeline ATTACHMENT Proposal Cover Page ATTACHMENT Proposal Signature Form ATTACHMENT Client References

3 Section 1. General Information 1.1 Purpose The City of Sacramento (City) is seeking Proposals to replace or upgrade the Customer Relationship Management (CRM) system, Oracle Siebel 8.0, in use by the City. The system is currently used to record all requests and inquiries from residents, visitors and employees of the City that are processed by the 311 Division. The City receives requests through telephone, , web, smartphone, social media and mail; all of which are recorded in the City s current CRM software. The CRM system currently in use by the City includes multiple integration points with other City systems, including ESRI GIS, PeopleSoft CIS, Chameleon, InforEAM and CityWorks. The ideal call center system would include the ability to integrate with other City systems, the ability automate of manual processes, and the presentation of knowledge articles to call center representatives based upon the context of the interaction. The City anticipates that the costs associated with this proposal will not exceed $100,000 and will likely be substantively less than $100,000 for project implementation including any initial software purchase. Additionally, the City anticipates that ongoing costs will not exceed $30,000 annually. 1.2 City Information The City of Sacramento (City) is California s capital city. As of 2010, it has a population of 466,488. Sacramento is a progressive City with great pride in its ethnic and cultural diversity, concern for environmental and social issues, and emphasis on quality in the provision of governmental services. As a Charter City, Sacramento operates under the City Council City Manager form of government. It has an annual budget of $828 million and approximately 4,156 full time equivalent positions. City responsibilities include: fire and police protection; public works functions including provision of water, sewer, storm drain, and solid waste services; parks and recreation; and a variety of other community services. The City is committed to working in a digital environment to increase efficiencies and reduce costs. This commitment enhances collaboration, provides consistent practices and provides transparency where appropriate. Many City processes currently require updating and migration from a paper based form to an electronic and digital format. 3

4 1.3 City s Rights, Options and Policies Proposals may be withdrawn or modified before the due date of submission for Proposals by delivering a written and signed request by the due date. A request for modification of the Proposal after the due date will not be considered, including a representation that the proposer was not fully informed regarding any information pertinent to the Proposal or the offer. The City shall not be responsible for or bound by any oral instructions, interpretations or information provided by the City or its employees other than the RFP contact. The City reserves the right to reject any or all Proposals submitted, correct any technical errors in the RFP process, waive any irregularities in any Proposal, negotiate with any of the proposers, accept other than the lowest fee offer, or enter into a subsequent agreement with another proposer if the originally selected proposer fails to execute its agreement with the City. Any agreement shall not be binding unless it is executed by authorized representatives of the City and the selected proposer. Proposing firms are solely responsible for any expenses incurred in preparing their Proposals in response to this RFP. Proposals should be prepared simply and economically, providing straightforward, concise delineation of the firm s capabilities to satisfy the requirements of this RFP. The emphasis should be on completeness and clarity of content. To expedite Proposal evaluations, it is essential that specifications and instructions contained in the Proposal instructions are followed as outlined. Proposals received are public records that will be disclosed upon request. All material submitted that has not been clearly designated in the Proposal itself as proprietary information becomes the property of the City. Proposals submitted become the property of the City and may be reviewed and evaluated by any persons at the discretion of the City. Responses to this RFP become the exclusive property of the City. At such time as City staff recommends a Proposer to the City Council, all Proposals received in response to this RFP become a matter of public record and shall be regarded as public records and will be disclosed upon receipt of a request for public disclosure pursuant to the California Public Records Act; provided, however, that if any information or elements of the Proposal is set apart and clearly marked as Trade Secret or Proprietary when it is provided to the City, the City will give notice to the Proposer of the request for disclosure to allow the Proposer to seek judicial protection from disclosure. Failure by the Proposer to take timely steps to seek judicial protection from disclosure shall constitute a complete waiver by the Proposer of any rights regarding the information designated as Trade Secret or Proprietary and such information may be disclosed by the City pursuant to applicable procedures under the California Public Records Act. Under no circumstances will City have any obligations to seek judicial protection from disclosure for any Proposals or other materials submitted in response to this RFP. 4

5 City has no liability for any disclosure, unless such disclosure is made in violation of a court order obtained by a Proposer or pertains to materials marked as Trade Secret or Proprietary for which the City failed to give the above notice. Any/all respondents responding to this RFP do so entirely at their expense. There is no expressed or implied obligation by the City to reimburse any individual or firm for any costs incurred in preparing or submitting responses, for providing additional information when requested by the City or for participating in any selection demonstrations or interviews, including pre-contract negotiations and contract negotiations. The City reserves the right to decide that one proposer is more responsive than the others and to select that Proposal based on review of the Proposal only. The City reserves the right to reject individual firm members, firms, and subcontractors and request substitution without indicating any reason. A Proposal is late if received at any time after the required submittal date and time. A Proposal received after the specified time will not be considered and will be returned to the proposer. 1.4 Submission Instructions: See section 4 for detailed information to be included with the RFP submissions. 5

6 Section 2. General Requirements 2.1 RFP Issue Date: January 13, RFP Due Dates and Submittal Instructions: RFP responses will only be accepted electronically in PDF format via the official City of Sacramento Bid Center. Responses are due prior to February 13, 2015 at 5:00 p.m. (PST). Send submittals electronically in (PDF Format) to: RFP Questions All questions regarding this RFP are to be directed in writing via submission through the City of Sacramento bid center: All submittals must reference this RFP number and include the individual s name, company, address, and contact information. Questions via phone will not receive a response. All questions must be received no later than January 23, 2015 at 3:00pm (PST). An addendum addressing all questions submitted will be posted on the City s online bid portal by the close of business on January 30, Submitters may rely only upon written information and/or instructions from the City. The City shall not be responsible for any oral information and/or instructions given with regard to this RFP from third parties outside the City s online bid portal. To maintain a fair and equal process for all submitters, upon receipt of this RFP, submitters (or their designated agents) SHALL NOT directly or indirectly contact any City staff, other than the person identified in this RFP, for meetings, conferences or technical discussions that are related to the RFP. Unauthorized contact of any City staff may be cause for immediate disqualification of the submitter s information from the RFP process. 6

7 Section 3. Software and Service Requirements The City wants to replace or upgrade the current CRM / customer service system in use by the City. The City currently uses Oracle Siebel 8.0 as the customer service system and contact database for its main call center operations. The system will be used to log interactions with internal and external customers through City call centers, through a customer facing web portal, customer service interactions, and other work performed within a call center environment. This will be used as the system of record for logging and tracking work performed by the 311 Division, and for notifying the public when requested work has been completed. The following requirements must be included in the proposal for either the upgraded, existing Siebel system or for a proposed new system. Integrations The system should support integrations with multiple third-party systems, and multiple integration technologies. The required technologies include Web Services, ESRI, Database staging tables, SQL scripting, File Transfer, and Rest API. The City requires that the new system supports bi-directional integrations between it and downstream systems. Systems that the City uses outside of the customer service system, and currently integrate with the existing system, include PeopleSoft CIS 8.8, InforEAM 11.0, Chameleon 4.643, CityWorks Server AMS 2013, ESRI GIS ArcGIS server 10.1 sp1 and ArcSDE Server 9.2 sp6. Knowledge Base The knowledge base (KB) should be integrated within the proposed or existing system. The City prefers that the KB is part of the system, however the City shall entertain proposals where a 3rd party KB is identified and implemented in such a manner that the experience is seamless to both internal City employees, and external users on the City s website. There should be an automated method for moving current knowledge articles (primarily in Word format) into the new KB. Users of the KB should have the ability to flag articles for review, rate articles for usefulness, and have the ability to easily search the KB using a google-like search. Searches through the KB should incorporate documents and webpages within the cityofsacramento.org domain. Links to knowledge base articles should automatically display on the Customer Service Agent screen based upon contextual information entered by the agent. For example, if the agent has entered the categorization for a Household Junk Pickup, the links to articles related to the Household Junk program should automatically display on the screen for easy reference. The KB should include an approval process for new articles, and changes to existing articles, through a hierarchical system. 7

8 User Interface The system should support a configurable/customizable user interface that can have contextdependent data displayed. The user interface should be easy to understand, and streamlined to facilitate easy interaction and data input. For example, when a service request for Parking Enforcement is started, the system will display appropriate information for a Parking Enforcement request such as Parking Beat, parking rules for the address entered, and parking KB articles. Customer Portal The system should provide a customer portal that includes the ability to view knowledge base articles, submit service requests, submit questions, and participate in chat sessions with call center agents. The customer portal should work in both desktop and mobile browsers. The mobile version must support geolocation, and the ability to perform address validation to ensure users are within the city limits. The customer portal should require the same information required to be input by a call center agent, and should be able to be configured in a manner that does not require coding by IT staff. Call center staff should be able to manage which request types are able to be submitted through the customer portal. Automation/Customization/Configuration The system should allow the City to create automated workflows. Examples include providing updates on service request statuses, providing notifications for regularly scheduled services, providing notifications for special services, automating information lookup/entry in service requests (example, automatically enter object codes for city facilities from a maintained table), alerting identified contacts when work has been requested for their facility, etc. The system should allow for a high degree of configuration, and support the ability of nontechnical staff to make changes to required fields, displayed information, etc. A highly configurable system is desired. The system should also allow for the ability of technical staff to perform customizations, including integrations, new workflows, etc. While we want the system to allow non-technical staff to perform a large amount of the daily maintenance, we recognize that the ability to integrate custom code will be needed. Reporting / Analytics The system should provide built-in real-time analytics, allowing the City to view trends, performance, and productivity. The analytics should be available through the web browser, and allow drill-down capability. The City should be able to connect to the database to run advanced analytics through third-party software, and the City should be able to query and download the detailed data from the system database. 8

9 The City should have the ability to configure the analytics to the needs of the City. The ability to drill-down, view custom date ranges, and select specific groups of service types should be included. The ability to create custom reports will need to be included in the analytics package. Data Ownership / Access The City owns all of the data collected through the use of the system. In a cloud environment, data must be available to the City for download in.csv or similar format. Data must be stored securely, conform to PCI compliance standards, and support a secure connection. The City must be able to develop automated daily data downloads for the Open Data initiative. The City must be able to create automated reports using real-time data. The City wants to maintain an on-site copy of the system database, updated incrementally daily. If the City terminates the use of the system, all data must be provided to the City by the end of business on the final day of service. Contact Channels The system should allow the City to receive and respond to requests through the system while keeping all communications within the system, and under a single service request number. This can be either totally internal to the CRM, or use Outlook integration. The goal is to have every piece of the chain tracked through the system for both quality control and auditing purposes. The system should provide the ability to conduct chat sessions through the City s website. The CRM solution should have the ability to interact with social media channels including, but not limited to, Facebook and Twitter. Part of this should be the ability to view social media sentiment analysis. Contact Database The system should include a contact database that allows for the creation and management of contacts. The database should be flexible enough to allow new fields to be added by the City, and should initially support the basic fields of Name Address Cellular Phone Number Landline Phone Number address Organization Text Alerts Alerts Mobile App Alerts 9

10 Data Migration If a new system is proposed, the City does not plan to migrate existing service request, or contact data to the new platform. Software Training To achieve the goal of assuming full responsibility of maintaining the call center system, IT staff should receive developer and administrator training as applicable to the system. These training courses should allow the City s IT staff to gain sufficient knowledge and skills to assume full product implementation and maintenance responsibility. The training should cover the product developer training; product technical administrator/support training, general user training and power user training. 10

11 Section 4. Submission Content and Format A proposer shall submit a completed Proposal with below required items and any explanatory materials. All attachments and exhibits shall be identified with the proposer s name, Proposal number and page number. At a minimum, Proposal shall include the following: 1. Submittal Cover Sheet (Attachment 1). 2. Letter of Transmittal: The Proposal letter will summarize, in a brief and concise manner, the proposers understanding of the requested services. Please include the official name of the firm submitting the Proposal, mailing address, address, telephone number, fax number and contact name. The letter must be signed by an official authorized to bind the proposer contractually and contain a statement that the Proposal is firm for ninety (90) days. An unsigned letter or one signed by an individual not authorized to bind the proposer will be rejected. 3. Proposal Signature (Attachment 2). If the Proposal is made by an individual, it shall be signed and the individual s full name and address shall be given. If it is made for a firm or partnership, it shall be signed with the firm or partnership name by a principal of the firm or partnership, who shall sign his or her own name and title. The names and addresses of each firm principal or partner shall also be provided. A Certificate of Secretary shall be attached to any Proposal submitted by a corporation. 4. Company Information / Qualifications and Experience: The Submitter shall include qualifications and experience of the firm and resumes of individuals who would be assigned to this project. The Submitter shall identify the year the firm was established, the total number of employees, and the number of employees focused on this type of engagement. The Submitter will provide a financial reference or annual report, and a gross/net revenue report for each of the last three fiscal years. The Submitter may include any additional literature and product brochures. 5. Client References (Attachment 3): The Submitter must provide a minimum of three client references of a similar size, complexity and business. At least one local government reference is preferred. The Submitter will provide the following information about clients being used as references: client name, client contact information, client size and industry, product in use, license count/model, and brief description of the software and module usage. The City intends to contact them regarding the use of your product. 6. Technical Specifications: The proposer shall provide an optimal software architecture and hardware requirements. Including optional modules provided by the vendor. Any third party software required for the smooth operation of the proposed software should be clearly identified. 11

12 7. Licensing Cost Information: The proposer shall provide the detailed licensing options to support the usage of the software for a user base of 30 named users, partners and citizens via various electronic media. Proposed cost should include license for development, test, training and production environments. List proposed modules with cost and outline the yearly software support and service/maintenance costs. 8. Training Information: The proposer shall provide the detail training requirement for the business users, application developer and application administrators. Proposal shall include the training cost for one (1) business, developer & administrative user. Also include the mode (onsite, live online or recorded) of training, location and frequency of training availability. 9. Software Support and Upgrades Information: Provide a copy of your software technical support and maintenance agreements, the warranty, and the maintenance service provided under the warranty. 12

13 Section 5. Proposal Evaluation / Selection Criteria Proposals will be evaluated on the basis of the overall best value to the City based on the criteria set out in this RFP or otherwise reasonably considered relevant. Firms may be asked to participate in an oral interview, product demonstration and a proof of concept. Proposals should present information in a straightforward and concise manner, while ensuring complete and detailed descriptions of the Firm s abilities to meet the requirements of this RFP. Evaluation Criteria Maximum Points Software Solution 35 License & Support Cost 30 Out of the box support for applications mentioned in section 3 10 Training Cost 5 References Feedback 15 Accuracy and Completeness of the Proposal 5 LBE Preference 5 Total Points 105 At the completion of the evaluation process, a total point value will be compiled for each Proposal. The award recommendation(s), if any, will not necessarily be based on the lowest prices proposed or on the point values assigned. LBE Five percent (5%) Proposal Evaluation Preference Rejection of Proposals: The City of Sacramento reserves the right to reject any and all Proposals received in response to this request, or to negotiate separately with any source whatsoever in any manner necessary to serve the best interest of the City. The City of Sacramento may at its discretion determine not to award a contract solely on the basis of this request for Proposals and will not pay for the information solicited or obtained. It is recognized that each Proposer may have developed unique and typical methods of service delivery. It is not the City s intention to disqualify a Proposer due to variations in services equivalent to or of better quality and performance than that requested, which provides the necessary service, will receive full consideration for award. Withdrawal of Proposals: Unauthorized conditions, limitations, or provisions attached to a Proposal may be cause for its rejection. No oral, telegraphic or telephonic Proposals or modifications will be considered. The Proposal may be withdrawn upon request by the Proposer without prejudice to the Proposer prior to, but not after the time fixed for opening of Proposals, provided that the request for withdrawal is in writing, has been executed by the Proposer or the Proposal s duly authorized representative, and has been filed with the City. 13

14 Contract Negotiations: Contract negotiations may be undertaken simultaneously during the evaluation of Proposals with the finalist(s) as determined by the City. The City will not accept any changes to the standard agreement. 14

15 Section 6. Acceptance of Proposal The contents of the successful Proposal will become t h e contractual obligations that will be contained in a formal written agreement. Failure of successful Proposer to accept these obligations in a formal agreement may result in cancellation of the award. Addenda and Supplements to RFP If it becomes necessary to revise any part of the RFP, an addendum to the RFP will be provided to all known prospective proposers via the City of Sacramento's online bid portal PlanetBids. It is the responsibility of the proposer to verify addenda and supplements up to the RFP submission date and time. Contractor Responsibilities The Contractor must commit a professional staff and an experienced Project Manager who will be responsible for coordinating the services with the City. Service shall be the best of its respective kind. All professionals shall be skilled, knowledgeable, and successfully experienced in all aspects of providing the required services. Licenses The Contractor shall be required to obtain any necessary licenses and shall comply with all Federal, State and local laws, codes and ordinances without cost to the City. Non-Waiver of Defaults Any failure by the City to enforce or require the strict keeping and performance of any of the terms and conditions of the contract, shall not constitute a waiver of such terms and conditions, nor shall it affect or impair the right of the City to avail itself of such remedies as it may have for any breach of the terms and conditions. Business Operations Tax Certificate Chapter 3.08 of the Sacramento City Code requires that anyone conducting business in the City of Sacramento obtain a Business Operations Tax Certificate and pay the applicable tax if necessary. The successful Proposer, and any subcontractors, will be required to show compliance with this requirement prior to award of the contract. Information about the Business Operations Tax Certificate may be obtained the City of Sacramento, Revenue Division, 915 I Street, New City Hall First Floor, Sacramento, CA 95814, or by telephone at (916) Contractual Obligations The standard City of Sacramento Professional Services Agreement includes, but is not limited to, the requirements shown in the attached sample contract. Proposer should review the contract and indicate in the Proposal the extent to which Proposer can and is willing to 15

16 comply with each and every provision of the attached contract. This Request for Proposal together with Proposal s response shall be incorporated into the final contract. Professional Services Agreement The proposer(s) recommended for this award will be required to sign the Professional Services Agreement. The Agreement can be found at the following URL: Procurement/standard-agreements Proposers are responsible for reading and understanding the Professional Services Agreement's requirements, terms and conditions prior to submitting their bids. 16

17 Section 7. RFP Timeline Listed below are the important dates when the City plans to take steps or actions. If the City finds it necessary to change any dates, such change will be accomplished by addendum to this RFP. Activity Date RFP Released January 13, 2015 Deadline for questions (submit electronically via January 23, 2015 (3:00 PM PST) PlanetBids) site Addendum issued responding to questions January 30, 2015 Deadline for Submissions (electronic PDF February 13, 2015 (5:00 PM PST) submission via City s online bid portal PlanetBids) Submission Review February 16, 2015 February 27, 2015 Vendor Elevations March 2, 2015 Presentations / Proof of Concept March 9, 2015 March 13, 2015 Contract Negotiations March 18, 2015 March 31, 2015 Project award April

18 ATTACHMENT 1 Proposal Cover Page Proposal for Call Center Software RFP: P Submissions Must Be Received Prior To 5:00 P.M. (Pacific Daylight Time) on Friday February 13th, 2015 Submit Information to: (Electronically, in PDF format) via the City of Sacramento's online bid center NAME AND ADDRESS OF PROPOSER SUBMITTING THIS INFORMATION: Name of Vendor: Name of Contact Person: Address: City, State, Zip Code: Phone Number: 18

19 ATTACHMENT 2 Proposal Signature Form All Proposers must complete and sign this section. Failure to complete and sign this section will result in rejection of the Proposal. Name of Submitter: Business Address: (Street) (City) (State) (Zip Code) Telephone: FAX: Type of Business: [ ] Corporation; [ ] Partnership; [ ] Individual doing business under own name; [ ] Individual doing business using a firm name; [ ] Joint Venture (Attach Joint Venture Agreement) Federal Tax I.D. Number: To the City of Sacramento: The undersigned, as Proposer, certifies that the only persons or parties interested in this Proposal as principals are those named herein as submitter; that this qualification statement is made without collusion with any other person, firm, or corporation; that in submitting this Proposal the Proposer has examined all terms, conditions, and requirements set forth in the Request for Proposal; that the Proposer proposes and agrees that if this Proposal is accepted, the Proposer will execute and fully perform the contract for which Proposals are called; that the Proposer will perform all the work and/or furnish all the materials specified in the contract, in the manner and time therein prescribed, and according to the requirements as therein set forth; and that the Proposer will take in full payment therefor, the prices set forth in the contract. (Typed or Printed Name and Title) (Signature) Address (if different than business address above) 19

20 ATTACHMENT 3 Client References (MINIMUM OF THREE REFERENCES REQUIRED) CLIENT NAME: NAME OF PROJECT: CITY/COUNTY STATE ADDRESS KEY CONTACT NAME / / TELEPHONE NUMBER DETAILS DATE SERVICES WERE PROVIDED SCOPE OF THE ASSIGNMENT ON THE PROJECT ADDITIONAL REMARKS 20

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