REQUEST FOR PROPOSAL

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1 Trophy Club Municipal Utility District No Municipal Dr. Trophy Club, Texas REQUEST FOR PROPOSAL for AFTER HOURS ANSWERING SERVICES MARCH 11,

2 NOTICE TO BIDDERS Competitive sealed proposals for After Hours Answering Services will be required to be received at: Trophy Club Municipal Utility District No Municipal Drive Trophy Club, Texas by the following day and time: April 5, 2013 at 5 p.m. Proposals submitted to Trophy Club Municipal Utility District No. 1 (TCMUD) for consideration must be clearly marked on the outside of the sealed envelope with the words: After Hours Answering Services Attention: Terri Sisk After Hours Answering Service RFP documents will be available online at or in person at 100 Municipal Dr., Trophy Club, TX Information requests can be made to Terri Sisk at or TCMUD reserves the right to reject any or all proposals and waive any or all irregularities. Proposals shall be valid for a period of sixty (60) days from the date proposals are opened. 2

3 TABLE OF CONTENTS SECTION ONE SCOPE OF SERVICES/TECHNICAL SPECIFICATIONS 4-5 SECTION TWO CONTRACT PERIOD & RENEWALS 6 SECTION THREE SPECIFIC PROPOSAL REQUIREMENT 7-8 APPENDIX A BIDDER INFORMATION 9 APPENDIX B THREE CURRENT REFERENCES 10 APPENDIX C COST PROPOSAL 11 APPENDIX D CONFLICT OF INTEREST QUESTIONNAIRE 12 3

4 SECTION ONE: SCOPE OF SERVICES/TECHNICAL SPECIFICATIONS A. Trophy Club Municipal Utility District No. 1 (TCMUD) is a municipal utility district that provides water, wastewater treatment and fire protection to the Town of Trophy Club and parts of Solana in the Town of Westlake. TCMUD is requesting proposals from qualified firms to provide professional telephone answering services for support of water and wastewater operations during night, holiday, weekend hours, or on an as needed basis. TCMUD has water and wastewater operations that perform 24-hour services and require answering services to receive and dispatch On-Call staff appropriately beyond the normal business hours of 8:00am to 5:00pm, Monday through Friday. B. On holidays and weekends, TCMUD requires 24-hour service. Following is a list of TCMUD 2013 Holidays. New Years Day January 1, 2013 (Tuesday) Good Friday March 29, 2013 (Friday) Memorial Day May 27, 2013 (Monday) Independence Day July 4, 2013 (Thursday) Labor Day September 2, 2013 (Monday) Office Closes at Noon November 27, 2013 (Wednesday) Thanksgiving November 28-29, 2013 (Thursday, Friday) Christmas Eve December 24, 2013 (Tuesday) Christmas Day December 25, 2013 (Wednesday) C. A detailed listing of all calls received will be provided to TCMUD on a daily basis. D. BIDDER shall comply with all applicable federal, state and local laws, rules, regulations, ordinances and codes and obtain any licenses or permits required to provide the services under this RFP. E. BIDDER shall furnish at their own expense, all labor, tools, and equipment, including but not limited to equipment required to provide answering service tasks/functions. F. BIDDER shall pay all of its employees, including any and all approved subcontractors, at least the legal minimum wages as determined by the United States Department of Labor. 4

5 G. BIDDER shall have work crews, qualified by training and experience, to perform the work required. H. BIDDER s personnel shall conduct all work in a professional manner, even when dealing with residents, staff or other callers in high stress situations. I. BIDDER shall replace any employee deemed unacceptable by TCMUD within two (2) business days. J. BIDDER is required to answer all incoming calls received on behalf of TCMUD. K. All incoming calls shall be answered by the third ring. L. BIDDER shall contact the appropriate 1 st On-Call staff via cell phone. If the 1 st On- Call staff does not respond within 15 minutes, BIDDER shall contact 2 nd On-Call staff. If no response is received within 15 minutes, BIDDER shall contact designated Management staff by cell phone. If no response is received within 15 minutes, BIDDER will continue to escalate up to the level of District Manager. Cell phone numbers will be made available when the contract is awarded. M. For all calls received by the BIDDER after hours, holidays or weekends, BIDDER shall or fax no later than 8:30am, on the next business day all information received from the previous shift. This shall include at the minimum, the name of the person contacted at TCMUD to respond to the call, name of the person who called the answering service, location of the issue triggering the call, time and date of call. N. BIDDER must be available by telephone or during business hours in order to address in a satisfactory manner, any and all problems in connection with the providing of professional answering services. O. Any variance in the schedule for providing services to TCMUD shall require PRIOR APPROVAL from TCMUD. P. TCMUD will maintain a system for recording complaints concerning nonperformance of work as specified. TCMUD will communicate all complaints to BIDDER and request the complaint be corrected. Failure to take corrective action within a reasonable time may result in the work being undertaken by others and the resulting cost charged to the BIDDER. MORE THAN THREE (3) COMPLAINTS OF SIMILAR NATURE WITHIN A TIME SPAN OF THIRTY (30) DAYS WILL BE DEEMED UNSATISFACTORY WORK PERFORMANCE. 5

6 SECTION TWO: CONTRACT PERIOD & RENEWALS A. This Contract will begin on May 1, 2013 and run for a one (1) year period to April 30, B. At the end of the Contract period, TCMUD has the option to extend the Contract for four (4) additional one-year periods (May-Apr). TCMUD reserves the right to reconsider the Contract on an annual basis and notify BIDDER if TCMUD will be continuing the Contract. C. Pricing stated in response to TCMUD s RFP shall remain valid during the term of the Contract unless the scope of work required changes during the Contract. If the scope of work changes during the Contract term, then the pricing will be renegotiated between BIDDER and TCMUD. D. Should BIDDER initiate a price increase for professional answering services, BIDDER shall notify TCMUD in writing of such price increase. Should TCMUD choose not to accept BIDDER s proposed price increase, TCMUD shall give BIDDER THIRTY (30) DAYS WRITTEN NOTICE THAT THE CONTRACT SHALL TERMINATE. E. Either party may terminate the Contract for convenience at any time upon THIRTY (30) DAYS WRITTEN NOTICE. F. BIDDER shall not subcontract or assign Contract to anyone, in whole or part, without the prior written consent of TCMUD. Such consent, if granted, shall not relieve the original BIDDER of any responsibilities under the terms of the Contract. G. BIDDER shall be an independent contractor and not an agent of TCMUD. 6

7 SECTION THREE: SPECIFIC PROPOSAL REQUIREMENTS A. All proposals must be received by TCMUD prior to April 5, 2013, 5:00 P.M. B. Proposals submitted must include the following: BIDDER Information Form - Appendix A Operational Plan showing the number of personnel to be used, the equipment to be used and how the work will be done. Three Current References - Appendix B Cost Proposal Form- Appendix C Cost Proposal Pricing Plan Conflict of Interest Questionnaire-Appendix D BIDDERS shall submit THREE (3) ORIGINAL proposals. Proposals may be hand delivered, mailed or scanned with an original signature and ed to C. SCHEDULE: RFP Released March 11, 2013 Notice to BIDDERS Published March 13, 2013 Proposal Submission Deadline (5:00 P.M.) April 5, 2013 Recommendation to TCMUD Board April 16, 2013 Selected Bidder Notified April 17, 2013 Contract Execution April 30, 2013 Commencement of Services May 1, 2013 D. Submitted proposals will be evaluated by a Selection Committee and will be evaluated using the following weighted criteria. Price 70% Operational Plan 15% Experience & References 15% E. The Selection Committee will make a recommendation to the District s Board of Directors at the April 16, 2013 Board meeting. The recommended BIDDER will be invited to attend the meeting. F. BIDDER selected by the Board of Directors will receive written notification and a contract will be executed by May 1, The District s Board of Directors has authority to approve the recommended BIDDER, select another BIDDER, and/or reject all bids. 7

8 G. All proposals not containing the required information or received after the submission deadline will be rejected as non-responsive. TCMUD is not responsible for the non-delivery of mail and the date/time it is received at TCMUD shall be the official time receipt. H. TCMUD is exempt by law from payment of Texas Sales Tax. DO NOT INCLUDE TAX IN THE PROPOSAL. I. TCMUD may choose to reject all proposals and not award any contract. J. TCMUD s payment terms are Net 30. Invoices may be ed to or mailed to: Trophy Club Municipal Utility District No. 1 Attn: Finance Department 100 Municipal Drive Trophy Club, TX K. All inquiries regarding this RFP should be directed to the following contact: Trophy Club Municipal Utility District No.1 Attn:Terri Sisk 100 Municipal Drive Trophy Club, TX Telephone Fax 8

9 APPENDIX A: BIDDER INFORMATION Bidder Name: Physical Address: City / State / Zip: Mailing Address: City / State / Zip: Phone / Fax: Address: Type Of Ownership: Corporation Partnership Sole Proprietorship Disadvantaged Business: (Type) Total Years In Business: Total Number Of Employees: Will you subcontract any portion of this work: Yes No If YES, please provide details: Are your employees screened: Yes No If YES, please designate how (i.e., polygraph, general interview, background or other investigation, police record check, etc.): What constitutes your normal business days and working hours: PLEASE ATTACH YOUR OPERATIONAL PLAN SHOWING THE NUMBER OF PERSONNEL TO BE USED, THE EQUIPMENT TO BE USED AND HOW THE WORK WILL BE ACCOMPLISHED. 9

10 APPENDIX B: THREE CURRENT REFERENCES 1. Company Name: Address: City / State / Zip: Phone: Contact / Title: Dates: 2. Company Name: Address: City / State / Zip: Phone: Contact / Title: Dates: 3. Company Name: Address: City / State / Zip: Phone: Contact / Title: Dates: 10

11 APPENDIX C: COST PROPOSAL The undersigned certifies that the fees contained in this proposal have been carefully reviewed and are submitted as correct and final. Bidder further certifies and agrees to furnish any and/or all product/service upon which fees are extended at the fee offered, and upon the conditions in the specifications of the Request for Proposals. I hereby certify that the foregoing proposal has not been prepared in collusion with any other bidder or other person or persons engaged in the same line of business prior to the official opening of this proposal. Further, I certify that the bidder is not now, nor has been for the past six (6) months, directly or indirectly concerned in any pool or agreement or combination to control the price of product/service bid on, or to influence any person or persons to bid or not to bid thereon. BIDDER NAME: ADDRESS: TELEPHONE: ADDRESS: FEDERAL ID #/SSN#: TITLE OF SIGNATORY: PRINTED NAME OF SIGNATORY: SIGNATURE: DATE: PLEASE ATTACH YOUR COST PROPOSAL AND ALL ALTERNATIVE PRICING PLANS. 11

12 APPENDIX D: CONFLICT OF INTEREST QUESTIONNAIRE 12

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