Norfolk Redevelopment and Housing Authority. Request for Quotes # PR for. Telephone Answering and Message Services

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1 Norfolk Redevelopment and Housing Authority Request for Quotes # PR for Telephone Answering and Message Services January 17, 2014

2 RFQ PR Page 1 of 9 GENERAL INFORMATION FORM QUESTIONS: All inquiries for information regarding this solicitation should be directed to: Tom Winder, Deadlines for questions are one week before submittal date. No question shall be answered after that date. DUE DATE: Quotes will be received until February 20, 20144, not later than 3:00 p.m., eastern standard time. Failure to submit offers to the correct location by the designated date and hour will result in disqualification. ADDRESS: Quotes may be mailed, ed, faxed or hand delivered to: NRHA Purchasing Services Office, 201 Granby Street, 7th Floor, Norfolk, VA Reference the Opening Date and Hour, and RFQ Number in the lower left corner of the return envelope or package. It shall be the vendors responsibility to ascertain that faxed or ed quotes are received in a timely manner. In compliance with this Request for Quotes and to all the conditions imposed therein and hereby incorporated by reference, the undersigned offers and agrees to furnish the services in accordance with the attached signed proposal and as mutually agreed upon by subsequent negotiation. PRE-PROPOSAL CONFERENCE: None for this solicitation. TYPE OF BUSINESS: (Please check all applicable classifications). If your classification is certified by the Virginia Department of Minority Business Enterprise, provide your certification number:. For certification assistance, please visit: Large Small business An independently owned and operated business which, together with affiliates, has 250 or fewer employees or average annual gross receipts of $10 million or less averaged over the previous three years. Department of Minority Business Enterprise (DMBE) certified women-owned and minority-owned business shall also be considered small business when they have received DMBE small business certification. Women-owned business A business concern that is at least 51% owned by one or more women who are U. S. citizens or legal resident aliens, or in the case of a corporation, partnership, or limited liability company or other entity, at least 51% of the equity ownership interest is owned by one or more women who are citizens of the United States or non-citizens who are in full compliance with the United States immigration law, and both the management and daily business operations are controlled by one or more women who are U. S. citizens or legal resident aliens. Minority-owned business A business concern that is at least 51% owned by one or more minority individuals (see Section , Code of Virginia) or in the case of a corporation, partnership, or limited liability company or other entity, at least 51% of the equity ownership interest in the corporation, partnership, or limited liability company or other entity is owned by one or more minority individuals and both the management and daily business operations are controlled by one or more minority individuals. COMPANY INFORMATION/SIGNATURE: In compliance with this Request for Proposal and to all the conditions imposed therein and hereby incorporated by reference, the undersigned offers and agrees to furnish the services in accordance with the attached signed proposal and as mutually agreed upon by subsequent negotiation. Providing false data on this sheet is grounds for deciding that your company is non-responsive in regards to proposal submittal and may be removed from the competition. FULL LEGAL NAME (PRINT) (Company name as it appears with your Federal Taxpayer Number) FEDERAL TAXPAYER NUMBER (ID#) BUSINESS NAME/DBA NAME/TA NAME (If different than the Full Legal Name) FEDERAL TAXPAYER NUMBER (If different than ID# above) BILLING NAME (Company name as it appears on your invoice) IDENTIFICATION NUMBER issued by the State Corporation Commission (See Section III, paragraph 9) CONTRACT AND TASK ORDER ADDRESS PAYMENT ADDRESS CONTACT NAME/TITLE (PRINT) SIGNATURE (IN INK) for Quote PR DATE SIGNED ADDRESS TELEPHONE NUMBER TOLL FREE TELEPHONE NUMBER FAX NUMBER TO RECEIVE

3 RFQ PR Page 2 of 9 I. PRICING A. Pricing shall be all inclusive of shipping, labor, travel, overhead, G&A, and fee. No other charges are applicable to the resultant contract and thus disapproved on all invoices. B. The Offeror hereby agrees to provide all material, equipment, transportation and incidentals in accordance with the conditions of the solicitation and specifications. C. This solicitation shall result in a firm fixed price term contract for Telephone Answering and Message Services at the offered and awarded unit prices. D. The base monthly rate shall be based on 500 incoming calls/messages per month. Overage shall be billed at a per incoming call rate. PRICING: Monthly Service Fee, based on up to 500 incoming calls/month including all calls made to contact on-call NRHA personnel $ Overage Call Fee, based on each incoming Call over 500/month including all calls made to contact on-call NRHA personnel $ (*CASH DISCOUNT FOR PROMPT PAYMENT % 10 DAYS/ NET 30 DAYS) II. PURPOSE Norfolk Redevelopment and Housing Authority (NRHA) is seeking a qualified Contractor to provide Telephone Answering and Message services at a firm-fixed price basis. III. CONTRACT PERIOD This effort will be for up to a five-year contract; base performance period plus four one-year options. The base performance period is: Base Year April 1, 2014 through June 30, Option year performance periods are: Option Year 1 July 1, 2014 through June 30, 2015 Option Year 2 July 1, 2015 through June 30, 2016 Option Year 3 July 1, 2016 through June 30, 2017 Option Year 4 July 1, 2017 through June 30, 2018 Exercise of options is the sole right and prerogative of NRHA. The Contractor shall be obligated by acceptance of an awarded contract, to execute the base year and each option year of the contract. The Contractor will be notified thirty (30) days prior to the end of each contractual year of NRHA s decision to exercise the option year.

4 RFQ PR Page 3 of 9 IV. BACKGROUND A. NRHA is a political subdivision, created under the laws of the State of Virginia to provide public and other affordable housing and related services to eligible lowincome families of Norfolk, Virginia. NRHA, primarily funded by the U.S. Department of Housing and Urban Development ( HUD ), develops, maintains and manages lowrent public housing and other low-income housing. NRHA currently manages over 3,229 units of public housing. B. In order to properly manage, maintain and ensure safety of the residents, staff and the buildings, NRHA must remain responsive to incoming calls during periods that do not fall within normal business hours that are directed to our Housing Operations facility. Such calls need to be screened and, as necessary, forwarded to appropriate personnel for action. V. STATEMENT OF NEED NIGP Commodity Code(s) for this effort are/is: A. Minimum Contractor Qualifications: 1. The Contractor selected shall be an established company with not less than three (3) years in business and three (3) years experience in providing Telephone Answering and Message Services similar to the requirements identified herein. 2. The Contractor shall have sufficient properly trained, experienced and dependable staff to meet the contract needs in a timely and technically acceptable manner. 3. The Contractor shall have sufficient tools and equipment, in good repair, to meet the contract needs in a timely and technically acceptable manner. 4. The contractor shall have sufficient financial resources to successfully provide the scope of services identified herein, including the identified permissible billing frequency. B. General Requirements 1. The Contractor shall furnish all necessary equipment, supervision, labor, tools, parts and materials as may be required to provide telephone answering and message services in accordance with all requirements herein. 2. Contractors shall ensure that they are in compliance with all law and regulations in executing the work, including any Federal, State, or local Safety and Environmental law and regulations.

5 RFQ PR Page 4 of 9 C. Detailed Requirements Telephone Answering and Message Services 1. Provide telephone answering and message services for off-hours periods on a daily basis, weekends and holidays included. Services will be required 365 days per year. 2. Provide telephone answering and message services for such other hours as may be requested by the NRHA Contract Technical Representative(s) or authorized agent. 3. Prepare a daily, detailed report of messages and forward to the Authority, by not later than 7:30 a.m. on the morning following a daily message period. Reports shall be sent via facsimile transmission to (757) , and shall include the following information, at a minimum: Date of received Call Time of received Call Name of Caller Address of Caller Phone Number(s) for caller contact Message/Nature of call Location/Identification of elevator for stuck elevator calls Message Service operator ID for each message taken and disposition/action taken Disposition/Action Taken dispatch to Authority on-call personnel; this entry shall include, for each call made, per message, whether, or not, the on-call personnel was reached and, if not, the message left for the individual. Once the on-call individual is reached, the item shall list the name and acknowledgement of the reported emergency Time(s) for disposition/action taken This item shall be included with the contact name and acknowledgement, as detailed above All report entries shall be concise but clear as to all information, avoiding nonstandard abbreviations, and shall be developed to the satisfaction of the Authority 4. Emergencies shall be dispatched to NRHA On-Call Personnel as identified by the NRHA provided duty list. Emergencies are defined as: Fire* Security issue/property damage (alarm sounding)*

6 RFQ PR Page 5 of 9 Security/imminent threat to individual or observed criminal activity* Medical Emergency (Resident clarification required)* Death* Flooding/water intrusion Overflowing/stopped up toilet Hot water heater leaking Any other water intrusion issues that may constitute flooding or imminent property damage (minor weather related seepage excluded) Inoperable door locks Broken window or window unable to be locked Broken entry door or entry door unable to be locked or secured Natural gas odor Power outage Unhealthy/inadequate water supply Broken or Stuck elevator No heat when outside temperature is below 55 degrees Fahrenheit, between October 15 and May 15 Refrigerator or cooking stove not working Inoperable GFCI Inoperable smoke detector Inoperable carbon monoxide detector Asbestos hazard Lead-based paint hazard Any other reported environmental toxin hazard Snow and/or ice removal In addition to the emergencies identified above, a call reporting no air conditioning when outside temperature is above 75 degrees Fahrenheit, between May 15 and October 15 shall be considered an emergency for the following properties only:

7 RFQ PR Page 6 of 9 Sykes Partrea Bobbitt Hunter Square Grandy Village Oakleaf Forest Franklin Arms * Calls of this nature shall be verified as to status of any emergency calls to 911 emergency dispatch services. Message center operator shall verify whether, or not, the caller has called 911; Contractor personnel shall make sound judgment decisions on a case basis to place a 911 call when circumstances warrant such action. 5. NRHA will provide a weekly duty list to the message center personnel for dispatch call point of contact. 6. All message reports shall be clear and concise to the satisfaction of the Authority. There shall be no need for clarification or interpretation of the message content. 7. Reports of dispatch calls shall clearly indicate all calls made for dispatch to oncall personnel and clearly indicate the successful delivery of the dispatch, the time of the delivery of the dispatch message, and the name of the individual contacted. If more than one dispatch call is required, the report shall list the time and status of each call. D. Work Hours 1. Normal work hours for NRHA are from 7:30 a.m. to 4:30 p.m., Monday through Friday, except holidays. Transfer from NRHA to answering service will normally occur between 4:15 pm and 4:30 pm. Transfer from answering service back to NRHA should occur between 7:30 am and 7:45 am, Monday through Friday. Generally, services to be provided hereunder will be at days and times other than NRHA normal work hours. There may be periods of time wherein services will be required during NRHA normal work hours. 2. NRHA holidays are as follows: New Year s Day Martin Luther King Jr. Day President s Day Memorial Day Independence Day Labor Day Veteran s Day

8 RFQ PR Page 7 of 9 Thanksgiving Day The day after Thanksgiving Christmas Eve Christmas Day E. Contract Administration 1. Upon award, NRHA will designate individual(s) as Technical Contract Administrator(s) to administer all work performed in conjunction with this contract. The NRHA contract administrator(s) shall be the interpreter(s) of the conditions of the contract and the judge of its performance. The Technical Contract Administrator(s) shall use all powers under the contract to enforce its faithful performance, shall determine the amount, quality, acceptability, and fitness of all aspects of the services and shall decide all other questions in connection with the services. The NRHA Technical Contract Administrator, inspector, or designated official, shall have no authority to approve changes in the services which alter the concept, or which call for an extension of time, or a change in contract terms or price. Any contract modifications made shall be authorized by the NRHA Contracting Officer and issued as a written modification to the contract. VI. SUBMISSION OF QUOTES Offerors shall deliver to the address included at page 1, General Information Form in the manner specified at page 1. General Information Form, a fully completed copy of this document, including all information and signature requested on page 1, General Information Form and at page 2, Pricing and Attachment 1, Statement of Bidder s Qualifications. VII. AWARD NRHA intends to award a single contract, in accordance with the terms and schedule detailed herein, to the Contractor that meets all minimum qualifications, is determined to be responsive and responsible, and has submitted the lowest priced quote. VIII. TERMS AND CONDITIONS A. NRHA Required General Terms and Conditions apply to this solicitation and resultant contract. Pertinent documents, including the Commonwealth of Virginia Vendors Manual and the NRHA Required General Terms and Conditions may be found at: 1. The Commonwealth of Virginia Vendors Manual 2. NRHA s Terms and Conditions B. Mandatory Clauses In accordance with the Department of Housing and Urban Development (HUD) Handbook No REV 2, the following terms apply to this contract:

9 RFQ PR Page 8 of 9 MANDATORY CONTRACT CLAUSES FOR SMALL PURCHASES OTHER THAN CONSTRUCTION The following contract clauses are required in contracts pursuant to 24 CFR 85.36(i) and Section 6002 of the Solid Waste Disposal Act, as amended by the Resource Conservation and Recovery Act. HUD is permitted to require changes, remedies, changed conditions, access and records retention, suspension of work, and other clauses approved by the Office of Federal Procurement Policy. The PHA and contractor is also subject to other Federal laws including the U.S. Housing Act of 1937, as amended, Federal regulations, and state law and regulations. A. Examination and Retention of Contractor s Records. The PHA, HUD, or Comptroller General of the United States, or any of their duly authorized representatives shall, until three years after final payment under this contract, have access to and the right to examine any of the Contractor s directly pertinent books, documents, papers, or other records involving transactions related to this contract for the purpose of making audit, examination, excerpts, and transcriptions. B. Right in Data and Patent Rights (Ownership and Proprietary Interest). The PHA shall have exclusive ownership of, all proprietary interest in, and the right to full and exclusive possession of all information, materials, and documents discovered or produced by Contractor pursuant to the terms of this Contract, including, but not limited to, reports, memoranda or letters concerning the research and reporting tasks of the Contract. C. Energy Efficiency. The Contractor shall comply with all mandatory standards and policies relating to energy efficiency which are contained in the energy conservation plan issued in compliance with the Energy Policy and Conservation Act (Pub.L ) for the State in which the work under this contract is performed. D. Procurement of Recovered Materials (1) In accordance with Section 6002 of the Solid Waste Disposal Act, as amended by the Resource Conservation and Recovery Act, the Contractor shall procure items designated in guidelines of the Environmental Protection Agency (EPA) at 40 CFR Part 247 that contain the highest percentage of recovered materials practicable, consistent with maintaining a satisfactory level of competition. The Contractor shall procure items designated in the EPA guidelines that contain the highest percentage of recovered materials practicable unless the Contractor determines that such items: (a) are not reasonably available in a reasonable period of time; (b) fail to meet reasonable performance standards, which shall be determined on the basis of the guidelines of the National Institute of Standards and Technology, if applicable to the item; or (c) are only available at an unreasonable price. (2) Paragraph (a) of this clause shall apply to items purchased under this contract where: (i) the Contractor purchases in excess of $10,000 of the item under this contract; or (ii) during the preceding Federal fiscal year, the Contractor: (1) purchased any amount of the items for use under a contract that was funded with Federal appropriations and was with a Federal agency or a State agency or agency of a political subdivision of a State; and (2) purchased a total of in excess of $10,000 of the item both under and outside that contract.

10 RFQ PR Page 9 of 9 E. Termination for Cause and for Convenience (contracts of $10,000 or more). (1) The PHA may terminate this contract in whole, or from time to time in part, for the PHA s convenience or the failure of the Contractor to fulfill the contract obligations (cause/default). The PHA shall terminate by delivering to the Contractor a written Notice of Termination specifying the nature, extent, and effective date of the termination. Upon receipt of the notice, the Contractor shall: (a) immediately discontinue all services affected (unless the notice directs otherwise), and (b) deliver to the PHA all information, reports, papers, and other materials accumulated or generated in performing the contract, whether completed or in process. (2) If the termination is for the convenience of the PHA, the PHA shall be liable only for payment for services rendered before the effective date of the termination. (3) If the termination is due to the failure of the Contractor to fulfill its obligations under the contract (cause/default), the PHA may (a) require the Contractor to deliver to it, in the manner and to the extent directed by the PHA, any work described in the Notice of Termination; (b) take over the work and prosecute the same to completion by contract of otherwise, and the Contractor shall be liable for any additional cost incurred by the PHA; and (c) withhold any payments to the Contractor, for the purpose of set-off or partial payment, as the case may be, of amounts owned by the PHA by the Contractor. In the event of termination for cause/default, the PHA shall be liable to the Contractor for reasonable costs incurred by the Contractor before the effective date of the termination. Any dispute shall be decided by the Contracting Officer. (END OF CLAUSE)

11 STATEMENT OF BIDDER/OFFEROR QUALIFICATIONS & CERTIFICATIONS All questions must be answered with the appropriate response, clarifications and explanations shall be clear and comprehensive. Additional pages may be attached, if necessary and Bidder/Offeror may provide additional information to demonstrate qualifications. IDENTIFICATION, LOCATION & CONTACTS 1. Name of Bidder/Offeror: 2. Trade Name (DBA): 3. Business Physical Address: 4. Billing Address: 5. Business Phone: Fax: 6. Tax ID Number: 7. DUNS Number: 8. CAGE Code: 9. Virginia SCC No.: 10. Point of Contact Name: 11. Point of Contact Title: 12. Point of Contact Phone Number(s): 13. Business Type: BUSINESS ORGANIZATION AND MINORITY STATUS CERTIFICATIONS Sole-Proprietorship Corporation LLC LLP Partnership Joint Venture Other: 14. Business Ownership (check all that apply): Minority Business Enterprise Woman-Owned Business Small Business Small Disadvantaged Business HUB Zone Certified Section 3 Certified

12 Business Ownership, Continued (check all that apply): SWAM Certified Service-Disabled Veteran Veteran-Owned QUALIFICATION STATEMENTS AND OTHER CONTRACTOR INFORMATION 15. Business Start Date: 16. Years in Business (Under current business name, only) (Under current business name, only) Additional relevant information: 17. State Contractor License Number and Type/Class: 18. Current Contracts (list 3 current or most recent): Company/Agency Award Date Final Contract Amount 19. List most recently completed projects/contracts relevant to this procurement: Project/Contract Name/Description Award Date Final Contract Amount 20. Describe relevant experience of your firm in providing supplies or services similar in scope and magnitude to that specified in the solicitation (attach additional pages, as required): 21. List background experience of the principal owners, officers, and employees of your firm relevant to the solicitation and specified requirements:

13 Name/Title Years Experience Type of Experience 22. List the major equipment available for this contract: 23. What is the general nature or character of work performed by your firm? 24. List any additional minimum qualifications, including special licenses, certifications, equipment or capabilities as required by the solicitation: CONTRACTOR RESPONSIBILITY/CAPABILITY 25. The firm is is not currently debarred, suspended, or ineligible for contract award. 26. Has the firm ever failed to complete any awarded contract, in accordance with the contract requirements? YES NO If YES is checked, provide contract name/description, awarding company, agency, or individual and provide explanation (attach additional pages, as required): 27. Has the firm ever had a contract terminated for default? YES NO If YES is checked, provide contract name/description, awarding company, agency, or individual and provide explanation (attach additional pages, as required):

14 28. Current Credit Available to Firm: $ 29. Bank Reference(s): Name of Bank Account Number Point of Contact Contact Phone Number and/or Address: Name of Bank Account Number Point of Contact Contact Phone Number and/or Address: The information provided herein will be used to determine the firm s minimum qualifications, in accordance with the solicitation requirements, to be considered eligible for award of a contract pursuant to this procurement. Additionally, the form provides some minimum information required to make a responsibility determination. Prior to award of a contract, additional information may be required including audited financial statements, further statements of capabilities and resources, and may require a pre-award site survey. The undersigned hereby certifies that the information provided in this document is accurate, complete, and current and that the signatory is authorized by the firm submitting this document to obligate the firm and attest to the accuracy of the statements and other information provided herein. Signature Printed Name and Title of Person Signing Date Firm Name

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