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. 4 (Revised 10/24/2008) Citizens Property Insurance Corporation hereby formally amends the solicitation documents as follows: Attachment B, Call Center Resources Form (Revised 10/21/2008) Website Document No. 02- Business Corporate References (Revised 10/21/2008) Citizens hereby answers questions posed by interested Vendors. Unless expressly indicated, these answers do not amend the terms of the solicitation documents. Answers to Vendors questions begin on the next page. Addendum No.: 4 Page 1 of 17

2 Citizens hereby answers the following questions: 1. In this solicitation, is this only for catastrophic claims volume or is there an ongoing opportunity to serve citizens property with additional call volume? Your Statement of Purpose specifies that there will be "daily call volume which will consist of overflow from Citizen Call Center, after hours calls and weekend calls." We wish to be perfectly clear about what this statement entails as you establish expectations for responding Vendors. Answer: The solicitation covers not only catastrophic claims calls but also daily claims calls for perils unrelated to catastrophic claims. As well, there will be an opportunity to provide service on programs that might be developed such as outbound service calls associated with a claim or other similar program. 2. Section 1.01: In addition there will be daily call volume which will consist of overflow from Citizen Call Center, after hour calls, and weekend calls. Will these overflow calls, after hour calls, and weekend calls consist of FNOL calls or non- FNOL calls? Answer: At this time, they will be FNOL calls but there may be other calls as programs develop. 3. Section: : Provide insurance claim call answering services, when requested, by services three hundred sixty-five (365) days a year.is this for FNOL only. Please clarify. Answer: Yes. 4. In Section : In addition, approximately thirty percent (30%) of these inbound calls could require an outbound mitigation call ; Please define mitigation call. Answer: Citizens is currently examining development of a mitigation program. For example, if a policyholder calls in a water claim, an outbound call may be required to a water mitigation company. However, there is not currently a program in place : Within seventy-two (72) hours notice from Citizens be able to fully implement and provide insurance claim call answering services at a volume of 6,000 calls a day upon the following specifications: Historically, what is the duration of time expected to maintain call answering services at 6,000 calls per day? Answer: 30 days : The connectivity to the Vendor s Call Center(s) will be via the internet. Please clarify this sentence. Answer: IP set up. Addendum No.: 4 Page 2 of 17

3 : Test all Customer Service Representative s and report those results to Citizens. Citizens will provide the test to Vendors. Would Citizens provide a copy of the test for preview? Answer: The Training Manual which includes the test is posted on Citizens Website : Ensure all personnel are fully trained in Claim s severity ratings and shall implement quality assurance procedures to ensure Customer Service Representative s are accurately rating the severity of claims. Please define trained in the statement above. Does this mean the Vendor is responsible for determining severity ratings? Answer: The Vendor will not determine the definition of the severity. This is defined in The Training Manual posted on Citizens Website. The definition of trained is that all associates shall attend the four (4) hour training module designed by Citizens : Ensure any licensing required to provide the services in this solicitation are obtained by the appropriate Call Center personnel; Please explain what type of licensure would be required by the Vendor and/or their staff to take FNOL calls. Answer: To take FNOL calls, Citizens does not require any licensure. However, depending on where the Vendor does business, there could be some local requirement that the Vendor would need to adhere to based on local laws for either FNOL or simply call center licensure : Be proficient and effective in taking First Notice of Loss Forms from Citizens Agents, Citizens policyholders or their Representatives, CTS or any subsequent Citizens Claims System, ILOG file documentation, GPS, EPAS and EWIND and methods of warm transfer as needed. Please explain when the occasion would arise whereby the FNOL Vendor might need to utilize the CTS or any subsequent Citizens Claims System, ILOG file documentation, GPS, EPAS and EWIND and methods of warm transfer as needed. Also, who provides the training to the FNOL staff on such systems? Are the systems accessible via internet browser? Also, who provides training to the FNOL staff on such systems? Are the systems accessible via internet browser? Answer: Each FNOL call will require entry in CTS and the representative will need to use GPS if the caller does not know their policy number. ILOG would be used if the caller calls back to verify their claim was entered and EPAS and EWIND is where policy verification occurs. A warm transfer may be needed in the event of a policyholder reaching the Vendor in error or in a claims follow up situation. Citizens provides the training materials and train the trainer on the systems but the Vendor will provide the training to their representatives. The systems are available over the internet via IP connectivity. 11. What is the average number of non-catastrophic inbound calls per day? Answer: Approximately 4,000. Addendum No.: 4 Page 3 of 17

4 12. What is the average number of non-catastrophic outbound calls per day? Answer: Under today s program, there are none. 13. In the Draft Contract (3a): the term in the Draft contract I stated as one year, but the RFP states that the RFP is five years. Please confirm the contract term. Answer: The contract term is for five (5) years. 14. Section 1.1- Introductory Material: What is the estimated volume of daily overflow calls the Vendors may expect? Answer: 1,000 daily. 15. Section 1.01, Statement of Purpose: This section references up to 300,000 inbound plus up to an additional 300,000 outbound calls in the event of a catastrophic event. Section 3.02 references 6,000 calls per day plus the same number of outbound calls plus 30% for outbound mitigation calls or approximately 324,000 calls per month. In sizing the operation, should the Vendor use 600,000 or 324,000 calls/month? Answer: In sizing, the best number would be to use 324, Section 1.01, Statement of Purpose This section references the selection of two Vendors to provide FNOL services. In addition, it references handling a daily call volume of overflow, after hours, and weekend calls from the Citizen Call Center. Will only one Vendor provide services for the overflow calls from Citizens and both Vendors provide services in the event of a disaster? Answer: Both Vendors will be utilized for all activity. 17. For sizing purposes, how many calls should a single Vendor expect to service under both normal and disaster conditions? Answer: Under normal circumstances, approximately 20,000 a month. Under disaster conditions up to 150,000 inbound. 18. Section , References: Section requires three "business/corporate" references, and goes on to state that each reference should include the "firm/agency" name. Please confirm that government agencies are suitable references. Answer: Yes, government agencies are suitable references, as long as; the services provided are relevant to the services requested in this solicitation. 19. Section , Experience: As a Fortune 500 firm providing a wide range of services, the requested information concerning scope of operations, areas of specialization, total number of clients, new products or services offered, changes to management structure, and changes to geographic footprint of facilities and marketing will require a lengthy response that could include substantially more information than anticipated in order to be fully compliant. Please confirm that it is Addendum No.: 4 Page 4 of 17

5 acceptable to limit our response to the information that applies to the scope of work applicable to this ITN. Answer: It is acceptable to limit the response to information as it applies to the scope of work within this solicitation. 20. Section , Tab 7- Reporting Capabilities: Please clarify that "shrinkage" in this context refers to staffing. Answer: In this context, shrinkage refers to staffing. 21. Section , Tab 7- Reporting Capabilities: Please confirm that the required interval reporting is for call center activity such as the number of calls received, calls answered, etc.; and does not apply to the staffing related reporting items including attrition, recruiting, training, quality scores, etc. Answer: The reporting capabilities for interval reporting is for typical call center activity unless the Vendor chooses to present a pricing model that is based on FTE pricing rather than a per unit or timing price. 22. Section 2.08; Evaluation and Negotiation Process: Will the negotiations mentioned in 2.08 include contract terms and conditions? Answer: For purposes of this solicitation, Vendors should include any concerns they have regarding Citizens Terms and Conditions with their proposal submittal. Some of the terms and conditions may be negotiated however; this will only be at Citizens discretion. 23. Section ; Technology Requirements: references "announcements providing mailing addresses". Will the Vendor be required to produce/obtain documents and mail them for claims processing or other purposes? If so, please provide details on the nature and volume of the documents that the Vendor will be required to mail. Answer: No. 24. Section , Scope of Services: What is the expected call volume unrelated to a catastrophic event? Answer: 1,000 daily for Vendor. 25. Section , Standard Requirements and Specifications: "There is a possibility that all inbound calls could have an outbound function associated with them requiring a five minute customer service call. In addition, approximately thirty percent of these inbound calls could require an outbound mitigation call." Is the "five minute customer service call" inclusive of the inbound call handle time, or is the five minutes only the time of the outbound call? Answer: The five (5) minutes is only the time of the outbound call. 26. Section , Standard Requirements and Specifications: If available please provide the inbound and outbound call volumes by hour of the day and day of the week for normal and disaster operations for If this information is not Addendum No.: 4 Page 5 of 17

6 available, please provide the peak busy hour call volume for normal and disaster operations. Answer: This information does not exist. However, the daily volume for 2005 is is provided in Attachment C, Citizens Call Volume. 27. Section , Standard Requirements and Specifications: This section requires that the Vendor provide call center service to call intervals of thirty (30) minutes 100% of the time during peak periods and 90% of the time from 2:01 PM to 9:59 PM. Is this requirement referencing the service level of 80% of calls answered in 20 seconds? For example, during the peak period, the Vendor would have to meet the Service Level 100% of the time, while during the other time period, the Vendor would have to meet the requirement 72% of the time. Is this correct? If this is not correct, please clarify this requirement. Are service level requirements the same during both normal and disaster operations? Answer: The assumption is correct. The service level requirements are the same for normal and disaster and Standard Requirements And Specifications: In order to better understand the level of effort required to provide the required services, can Citizens please provide the following documentation: 1) a copy of any customer service scripts used to provide these services ; and 2) a copy of applicable procedures documents used to provide these services? Answer: This information is included in The Training Manual posted on Citizens Website. 29. Section 3.08 Standard Requirements and Specifications: This section references Explorer Version 6.0 or later. What other technical requirements are there to operate the Citizens application? What are the bandwidth requirements of a single application session? Answer: Internet Explorer 6.x or higher. The IBM Java Runtime Environment (JRE) is needed. It will be installed automatically the first time user visits the specific page in CTS. User will need to be a local admin on the machine where it needs to be installed, or it can be pushed through different automation tools the organization might be using via network maintenance packages. The JRE can be obtained here: Cookies should be enabled in browser. Popup Blocker should be disabled. Browser Security should be set to medium 30. Section Section 3.08 Standard Requirements and Specifications: Please provide a copy of the applicable claims policies and procedures referenced in this section. Answer: These are addressed in The Training Manual posted on Citizens Website. Addendum No.: 4 Page 6 of 17

7 31. Section , Standard Requirements and Specifications: Is the requirement to store 100 percent of calls specific to the voice component of the call, or does it also include screen capture? Answer: Phone. Screen capture is not required of 100%. 32. Section (also ), Technology Requirements: The ITN requires the Vendor to "ensure that all persons working on its behalf are properly trained and proficient in all the utilized systems as required by this solicitation and subsequent agreement." Please itemize what is included in the scope of "all the utilized systems. Answer: epas, GPS, AS400, and CTS. Further information is addressed in The Training Manual post on Citizens Website. 33. Section Technology Requirements: In order to ensure that our proposed technical infrastructure can provide fast and efficient performance, please define "the browser-based, front-end application." Answer: The web application requires IE v6.0 or higher. 34. Section , Technology Requirements: Please clarify which specific applications are included in the scope of "appropriate Citizen's systems and claims processing applications. Answer: epas, Wind AS/400, CTS and GPS. 35. Section , Training and Certification Requirements: Is there an approved current training manual? If so, please provide a copy for Vendors to review. Answer: Yes, it is posted on Citizens Website. 36. Section , Training and Certification Requirements: How many hours per CSR are required in the approved training program? Answer: Four (4) hours. 37. Section , Training: Can Citizens provide bidders with a copy of this test? Answer: Yes, it is in The Training Manual posted on Citizens Website. 38. Section , Licensing: Please specify the licensing requirements applicable to Call Center personnel providing services required by this solicitation. Answer: There are no licensing requirements of personnel from the solicitation s perspective. However, if there are local requirements in the Vendor s area of business for licensure of their employees, the Vendor is responsible. 39 Section , Training and Certification Requirements: Please provide the following information: 1) details on the systems referenced and how the Vendor will interact with it; and 2) details on the types and volume of warm transfers. Answer: See answer to question #10. Addendum No.: 4 Page 7 of 17

8 40. Section , Documentation and Quality Review: Is the requirement to provide historical QA results for the past three years referencing results under the services anticipated under this contract if the Vendor is selected, or historical information from other Vendor clients? Answer: Information from other Vendor clients. Of course the client name may be omitted. 41. Section , Service Level Requirements: How often will this data be available to the Vendor for coaching and training purposes? Answer: Daily. 42. Section , Service Level Requirements: What tool is used to calculate severity rating accuracy and data input errors. Answer: Description rating. Example is on page 37 of The Training Manual posted on Citizens Website. 43. Section , Service Level Requirements: The table references Severity Rating Accuracy. Please provide details on the severity rating scale and how the Vendor determines the appropriate rating. Answer: See the answer to question # Please state the annual payments made to the incumbent Vendor under the existing contract for these services, including year-to- date payments for the current contract year. Answer: Due to volume fluctuation, the overall varies but is roughly $15, monthly. 45. Will all questions received from all Vendors be posted on the website? How about late questions? Will those answers be posted as well? Answer: All questions will be posted. Late questions will not be answered or posted. 46. We are to provide all representatives that would be responsible for servicing. Do you want the names of the CSR s or only the leadership team? Answer: The winning Vendors will provide names of all CSR s. However, for purposes of responding to this solicitation, only the leadership team is needed. 47. Is there an option to charge a monthly readiness fee under Item 5 of the pricing proposal or do you prefer such costs be built in to the proposed unit prices? Answer: The price per unit should reflect all costs. However, if the Vendor would like to propose an alternate pricing in addition to the price per unit, they may structure the price in the most appropriate manner. 48. Are the actual call volumes for 2005 to 2007 indicative of the call volumes expected in 2009 and beyond? If call volumes are expected to change either Addendum No.: 4 Page 8 of 17

9 upward or downward could you give us an idea of the amount of change in future years? Answer: Citizens is unable to answer this question as catastrophic storm activity can not be forecasted or scheduled. 49. Are there a minimum number of seats which you would like to have the Vendor(s) make available? Answer: No. Citizens will not prescribe this. However, the Vendor will need to be able to accommodate their share of a 300,000 claim event. 50. Section Staffing requires the Vendor to describe the process, plan, and timing of its staffing formulas to adequately staff to meet the threshold requirements of the ITN based on handling a catastrophic even that may reach or exceed 300,000 claims. Over what timeframe should the Vendor anticipate these 300,000 claims? Answer: One (1) storm. The volume is heaviest the first thirty (30) days and reduces over the next sixty (60) days. The historical call volume arrival patterns are shown as an exhibit in the solicitation. 51. Currently there are outsourced Vendors taking calls for Citizens. How is the call volume currently being divided between the two Vendors? Are these Vendors permitted to respond to this RFP? Answer: These Vendors are permitted to respond to this solicitation. One Vendor currently takes 100% of the outsourced volume as overflow, off hours, weekends and holidays. The other Vendor is only utilized as a contingency provider in the event that the primary provider is unable to take calls. 52. Attachment E indicates that call volume in 2007 was 22,683 and to date in 2008 is 4,974. This volume appears to be significantly less than the call volume received in 2006 per Attachment D. Also, it is significantly less than the 100,000 calls that are requested to be priced per Attachment A. Can you explain? Answer: The call volume for 2008 is incomplete for the year and is not necessarily current. There were fewer claim events in 2007 than in During years with high claim volume (generally associated with severe weather) the volume is above 100, We have a question concerning Section ; Staffing - bullet #10 (page 10 of 21). Citizens is asking Vendors to provide current resumes for all corporate officers and Board of Director members. We are a multifaceted company with a number of different divisions. Is it acceptable if we report pertinent resumes for corporate officers and our board of directors as it applies to our call center operations, or does Citizens need to have all resumes for all corporate officers across all business lines of the company? Answer: Yes, it is acceptable to submit pertinent resumes applicable to only the call center operations of your business. Addendum No.: 4 Page 9 of 17

10 54. Attachment D, Citizens 2006 Overall Internal and External Call Volume: Are all outbound calls only captured in JCCR CDR Call Volume? Is this the entire volume? Answer: No, this is only incoming volume. Currently there is not a program with outbound activities. 55. Attachment D, Citizens 2006 Overall Internal and External Call Volume from calculations this doesn t add up to the 3 sub-categories (JCC Bi-Lingual Call Volume- Internal, Outsourced Call Volume Vendor 1 and outsourced Call Volume Vendor 2)? Answer: Citizens doesn t have enough information to respond to this question. 56. In Attachment E, Citizens 2007 and 2008 Interval Data what is the root cause for increased volume variance between the averages for the two (2) years? Answer: Increased claim volume. 57. In Attachment E, Citizens 2007 and 2008 Interval Data what is the root cause for increased volume in the midnight to 12:30 am interval? Answer: Increased claim volume being reported during those hours. No change in the model. 58. Is the interval data representative for all days? Answer: Yes. 59. Is there a variance in behavior by weekday? Answer: If the question is asking about behavior on weekdays from a business perspective, yes, Citizens does answer a portion of calls during the week but not the weekends. 60. In Attachment E, Citizens 2007 and 2008 Interval Data there appears to be two (2) sites, is one of them purely overflow? Answer: Overflow, nights, holidays and weekends. 61. The requirements indicate AHT at 270 seconds, yet the historical data places the actual AHT at 338. What is the reason for the gap? Answer: The 270 seconds is incorrect. 338 seconds is correct. 62. Is it known whether Citizens will require Vendors to input FNOL claims into the client or Vendor's intake application? Answer: Yes, the Vendor will be required to do so. 63. If input is into the Vendor application, how does Citizens want to receive the information? Answer: Citizens will have a desktop link for the Vendor to utilize. Addendum No.: 4 Page 10 of 17

11 64. Can an external interpreter service be used to meet the requirement of 30% bilingual Spanish representatives? Answer: Yes. 65. Can the types of the outbound customer service calls be further described? Answer: Citizens is investigating two (2) programs. One (1) program will have an outbound customer service call associated with every inbound claims call. The other proposed program is water mitigation. If a claim has current water damage requiring water mitigation service, the Vendor would need to place an outbound call to the mitigation company. This is estimated to be around 30% of daily claims call volume. 66. Are there any three way outbound calls required to be made for mitigation? Answer: The program is not fully developed at this time but this model could be a possibility. 67. What is the projected amount of overflow calls (non catastrophic event) from the Citizens Call Center that could be expected on a monthly basis? Answer: 2006 there were approximately 160,000 overflow calls. 68. Could you please tell me the amount of the current contract for this service or the approximate amount of money anticipated to be awarded per call center? Answer: The pricing has not been provided by other Vendors. Currently, Citizens Vendor charges a fee of $9 per call : Citizens volume of received calls+ 178, 974(02/25/06-12/30/06); if you back into total calls received for the year (01/07/06-12/30/06) ; it appears to be 373,021. Is that approximately correct for the year? Answer: Yes, it is correct : If the assumption of 373, 021 is correct for citizens calls received (01/07/06-12/30/06); should bi-lingual call receipts of 12,311 be added to the total for a grand total of 385,332 calls received for Citizens? Or are the bi-lingual calls included in the 373, 021? Answer: The bi-lingual calls are represented in the numbers, they should not be added. 71. There are numerous references to the ITN to a catastrophic event. Pg.3: it may be necessary to secure the services to handle up to or beyond 300,000 oncoming First Notice of Loss calls and an equal number of outbound customer service calls. Pg. 10: a catastrophic event that may reach or exceed 300,000 claims. Total volume of offered calls in 2006 appears to be approximately 373,021 (assuming total verification is correct); total volume of calls offered in 2005 is 409,200. Are these two (2) years (2205 and 2006) reflective of catastrophic events? If yes, how many catastrophic events are included in each of these years? Is yes, what months are reflexive of catastrophic events? Addendum No.: 4 Page 11 of 17

12 Answer: 2006 no. There is an increase of volume due to some small storm activity. For 2005, there were a total of four (4) hurricanes during the season. While hurricanes can not be predicted, the 2005 storms that effected Florida hit in July, August, September, and October. 72. What is your experience in handling a single catastrophic event; e.g. do you see 80% of claims reported within 30 days? Or 75% within 60 days? Or 90% in 30 days? Etc. Answer: Historically, it is 75% within sixty (60) days. 73. Pg 3: In addition there will be daily call volume which will consist of overflow from Citizens Call center, after hours calls, and weekend calls. pg. 15: based on handling a catastrophic event that may reach or exceed 300,000 claims calls. Pg. 17 (3.02.1): Vendor must be able to provide insurance claim call answering services, when requested by services three hundred and sixty-five (365) days a year, twenty-four (24) hours a day/seven (7) days a week:. Pg. 17 (3.02.2): Vendor must be able to provide support for claims calls unrelated to a catastrophic event three hundred and sixty-five (365) days a year, twenty-four (24) hours a day/seven (7) days a week. Attachment A Price Sheet: Citizens does not guarantee any specific call volumes. Understandably, citizens cannot guarantee any specific call volumes. However, does Citizens guarantee a certain percentage of inbound call volumes in an on-going basis? Answer: There is not a guarantee of percentage due to the issue of performance. However, Citizens has historically paid a minimum reservation fee monthly. 74. From the attachments included within the ITN, it appears Citizens had two (2) Vendors assisting with inbound call volumes during From July December 2006, it appears Citizens received 49% of all inbound calls, Vendor 1 received 44% of all inbound calls, Vendor 2 received 8% of all inbound calls (with 1% error in rounding). Are your plans with this ITN to distribute a percentage of calls similarly? Would you distribute the excessive volume of calls during a catastrophic event in direct proportion to the percentage of calls the Vendors receive on a regular basis? Answer: There were not two (2) Vendors in There was one (1) Vendor and they allocated calls between two (2) sites. That being said, if volume is similar, Vendor/Citizens allocation would be similar. 75. Attachment A Price sheet: pricing should be based on an estimated call volume of 100,000 calls. Based on non-catastrophic volumes in the attachments provided by Citizens, it appears 100,000 calls would equate to an average of 377 calls a day (M-F). Pg. 17 (3.02.3): Vendor must be able to within seventy-two (72) hours notice from citizens be able to fully implement and provide insurance claim call answering services at a volume of 6,000 calls a day Is it citizens expectation that your Vendor(s) should be able to go from 377 calls a day to 6,000 calls a day (a 1500% increase)? Answer: Yes, this scenario would exist in the event of a hurricane. Addendum No.: 4 Page 12 of 17

13 76. There are numerous references in the ITN regarding inbound vs. outbound calls and lengths of calls. Pg. 3 and an equal number of outbound c customer service calls. Pg. 17 (3.02.2): there is a possibility that all inbound calls will have an outbound function associated with them requiring a five (5) minute customer service call. In addition, approximately thirty percent (30%) of these inbound calls could require an outbound mitigation call. Pg. 17 ( ) average call handling time of five (5) minutes per ca;; : Attachment B Claims Call center Resources Form; maximum # of calls that the location can handle on a daily basis with an average handle time of 4 minutes at an 80/20 service level ; Attachment A, price FNOL Call handling ($ per call). Claims call Handling ($ per call). Should we assume that 100% of inbound call volume we should expect to make 130% outbound call volume? Answer: The Vendor should realize that this is a possibility as Citizens is examining two (2) outbound call programs described in the answer to question # What is the average time for a FNOL call? Five (5) minutes? Or, four (4) minutes? Answer: Five (5) minutes. 78. What is the average time for the outbound call? Are there different types of outbound calls, e.g. Claims service Call Handling call vs. outbound Mitigation call? Answer: Five (5) minutes. Yes claims service call and mitigation call are two (2) different calls. 79. What is the difference between a FNOL call, a Claims Service Call Handling Call, and an outbound mitigation Call? What is the difference in time per call? What is the difference in volume? Answer: Volume on a mitigation call is estimated at 30%, volume for claims service call would be 1:1. All calls are estimated at five (5) minutes. 80. Pg. 18 ( ): have the ability to record 100% of calls and store them for one (1) year: attachment A price sheet; pricing should reflect random recording storage for quality purposes and with 100% recording with storage up to one year. Attachment A Price Sheet (3): Price for random recording and storage for quality assurance purposes. Attachment A Price Sheet 94): price for recording 100% of all calls and storing for one year. It appears the requirements are to record 100% of all calls and store for one (1) year. Is this correct? Answer: Yes, that is the preference. 81. What are your requirements for random recording? Is it a percent of all calls? if yes, what is the percent requirement, e.g. 10%? Are you looking for a choice between random and 100% of all calls recorded? Or do you require both 100% and random? Addendum No.: 4 Page 13 of 17

14 Answer: If the Vendor provides 100% recording which the preference then random is would not be factored. 82. Page.14 (first bullet): Capabilities to provide and deliver management reports in thirty 930) minute intervals by 8:00 AM EST on a daily basis. We re assuming you want reports delivered by 8:00AM each morning and the reports should contain data detailed by 30 minute intervals, and that you do not want reports delivered every 30 minutes. Is this a correct assumption? Answer: The assumption is correct. 83. Pg. 14 9second bullet): capabilities to provide interval reports on an hourly basis for extended durations, on an as-needed basis. Please clarify do you want reports delivered each hour? Or do you want reports that contain data detailed by hour? Answer: The reporting requirement is that the thirty (30) minute interval report be delivered by 8:00 am the following day. However, it is preferred that the Vendor have the capability to provide interval reports on an hourly basis. Due to the nature of claim volume fluctuation, it may be necessary for Citizens to see the interval reports sooner than 8:00 am the following day. 84. Pg. 18 (3.02.4): Provide Call Center Service to call internals of thirty (30) Minutes one hundred (100%) of the time during peak periods from 10:00 am EST to 2:00 PM EST and ninety percent (90%) from 2:01 PM EST to 9:59 AM EST. Please clarify: we do not understand this requirement. Are you referring to a service standard? Do you want call centers to handle 100% of all Citizens calls during 10:00 EST to 2:00 PM EST? Answer: This is referring to the service level standard. 85. Section : Please provide minimum/maximum core, non-catastrophe FNOL volume commitments to be outsourced on a 7x24x365 basis to each Vendor throughout the term of the Agreement. Answer: There is not a minimum/maximum volume by formula due to the fact that volume with this program can not be forecasted. The Vendors should examine the attachment of 2005 and 2006 to compare catastrophic and noncatastrophic years. 86. Per sections and , it is stated that a service event may reach or exceed 300,000 claims. Per section 3.07, these calls will be allocated between two Vendors. Please clarify if the requirement is for the Vendors to be able to service 300,000 claims jointly or if each Vendor must be able to service 300,000 claims individually (for a total of 600,000 possible claims? Answer: This would be a grand total of 300,000 incoming calls to be shared between Vendors. 87. Section : Telecommunications Infrastructure Please clarify/differentiate between the first two sub-bullets Addendum No.: 4 Page 14 of 17

15 o o Inter-site (WAN) Voice and Data Networking; Voice and Data networking your company maintains between its current Contact Center Sites; Answer: We use point to point 100 Mbps circuits between the three (3) cities (Tallahassee, Jacksonville, and Tampa), and a Sonet OC48 between buildings in the Jacksonville campus, which transports our VOIP traffic. 88. Section : Please provide minimum/maximum core, non-catastrophe FNOL volume commitments to be outsourced on a 7x24x365 basis to each Vendor throughout the term of the Agreement. Answer: See answer to question # Section : Please describe the business process governing outbound calls. Will an outbound call be directly associated with a specific inbound call and be initiated during the same inbound call transaction? Answer: There are two (2) programs being examined. One (1) would associate a customer service call with each inbound call. The outbound activity would not be done at the same time. The second (2 nd ) possible program would be mitigation. Citizens estimates that 30% of the daily claims calls could require mitigation service. This program is not fully developed but it could be an outbound call at the same time of the inbound call. 90. Is the specified five minute call handle time strictly for the outbound call or does this represent a consolidated specific average handle time metric for a combined inbound/outbound call transaction? Answer: Outbound, no combination. 91. Section ; For a catastrophic event resulting in 300,000 calls, please provide a projected distribution of inbound and outbound calls per day for the initial two weeks following the event. Answer: Provided below is the actual call volume numbers during Hurricane Wilma in This resulted in roughly 100,000 claims Addendum No.: 4 Page 15 of 17

16 92. Will the maximum inbound call level peak for any calendar day following a catastrophic event resulting in at least 300,000 calls not exceed 6,000 inbound calls? Answer: Yes, there will be a peak, call arrival is not level. The example in the solicitation is an average. See answer to question #85 and Attachment C for further information. Any storm has not resulted in over 100,000 claims but there have been multiple storms resulting in over 300,000 in several back to back months. 93. Does the average call handling time of five (5) minutes represent inbound calls only? Or, does this key metric represent an aggregate average handle time based on 100% inbound calls and 30% outbound calls? Answer: Generally, all inbound and outbound calls are five (5) minutes on average each, not aggregate. 94. Section : Please define Call Center Service. Answer: Answering inbound calls and placing outbound calls. 95. Please clarify requirements governing 100% Call Center Service between 10:00 AM EST and 90% from 2:01 PM EST to 9:59 EST. Answer: The percentage refers to service level requirements. 96. Section ; please provide mix of English vs. Spanish calls for daily 7x24x365 (non-catastrophe) volumes and during catastrophe campaigns. Answer: Approximately 20% of calls are in Spanish. Please keep in mind that this can fluctuate depending on where the storm hits. 97. Section ; May Vendor utilize a Call Center located in Canada and/or Mexico? Answer: Yes. 98. Section : Please clarify as to whether Vendor is required to be staffed, trained, and ready within seventy-two (72) hours of the catastrophic event (i.e., landfall of a hurricane) or within 72 hours of Citizens notification. Answer: Within seventy-two (72) hours of the catastrophic event. Citizens will provide forecasting prior to land fall. 99. Section : Please specific licensing requirements to handle Citizens transactions pursuant to the scope of this solicitation. Answer: None for Citizens. However, there may be local requirements depending on where the Vendor s call center is located. It is the Vendor s responsibility to determine this Sections : Please clarify requirements governing customer service survey results. Does this represent a Vendor-initiated and controlled campaign to Addendum No.: 4 Page 16 of 17

17 survey Citizens policyholders and Agents in an effort to establish a Customer Satisfaction Index (CSI)? Answer: No, this will be initiated by Citizens. However, quality will be approved by Citizens but initiated by Vendor Section (Table): Severity Codes given that severity codes are established based on a CSR s assessment of the situation based on policyholder/agent representations, please describe in further detail the process to be utilized by Citizens to assess/score Vendor severity ratings. Please also indicate what process if any will be implemented to jointly review and arbitrate Citizens assessments. Answer: See page 37 of The Training Manual posted on Citizens Website. The appropriate use of severity ratings will be addressed in the Vendor s quality document agreed on between Citizens and the Vendor Keystroke Accuracy please describe how keystroke accuracy will be measured, audited, and reported by Citizens. What specific components of keystroke accuracy will be assessed? Answer: Keystroke accuracy will be addressed in the Vendors quality document agreed on between Citizens and the Vendor. 103 Attachment B: Please confirm that Average Handle Time metrics of four (4) minutes per call is accurate and intentionally inconsistent relative to other representations within the ITN Specification Document. Answer: This is an error. The AHT is five (5) minutes. See revised Attachment C. Addendum No.: 4 Page 17 of 17

18 ATTACHMENT B CLAIMS CALL CENTER RESOURCES FORM Provide the following information concerning Vendor s Claims Call Center resources using the table below. Physical address/location of each Call Center within your Network to be utilized for Citizens Hours of Operation Seats in Service Open Seats Maximum # of calls that the location can handle on a daily basis with average handle time of 5 minutes at an 80/20 service level (Revised 10/21/08) Does this location have the capability to load balance calls between the other locations proposed for Citizens? Vendor Name: ITN No.: Rebid (Revised 10/21/2008)) October 21, 2008 Attachment B Claims Call Center Resources Form Page 1 of 1

19 Respondent Name: Type of Product: Contact Person & Title: Contact Phone Number: BUSINESS/CORPORATE REFERENCES (Completed by Respondent) Company Name: Contact Name: Title: Phone Number: Alternate Phone Number: Address: Description & Cost of Products or Services Provided: Company Name: Contact Name: Title: Phone Number: Alternate Phone Number: Address: Description & Cost of Products or Services Provided: Company Name: Contact Name: Title: Phone Number: Alternate Phone Number: Address: Description & Cost of Products or Services Provided: REFERENCE 1 REFERENCE 2 REFERENCE 3 Document No.: 02 Business/Corporate References (Revised 10/21/2008) October 21, 2008