REQUEST FOR PROPOSAL RFP # For the Provision of After Hours Answering Services. Proposal Due Date/Time: October 19, 4:00 p.m.

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1 REQUEST FOR PROPOSAL RFP # For the Provision of After Hours Answering Services Proposal Due Date/Time: October 19, 4:00 p.m.

2 Children s Aid Society of London and Middlesex 1680 Oxford Street East LONDON ON N5V 3G2 INDEX 1.0 PURPOSE BACKGROUND RFP SCHEDULE SUBMISSION INSTRUCTIONS Closing Date and Time Late Submissions Period of Acceptance Questions and Inquiries Rights Reserved by CAS GENERAL TERMS AND CONDITIONS Assignment Price and Product Selection Schedule SCOPE OF WORK General SUBMISSIONS REQUIREMENTS General Specific Requirements Evaluation Criteria Selection Process... 7

3 1.0 PURPOSE The Children s Aid Society of London and Middlesex (CAS) are seeking competitive proposals (RFP) from qualified vendors to provide Emergency After Hours Answering Services. The services will be provided between 4:30 p.m. to 8:30 a.m. Monday to Thursday and Friday 4:30 p.m. to Monday 8:30 a.m. and all Statutory Holidays. The services will also be required should the office be closed due to inclement weather or other staff holidays as decided by the Agency. You will be receiving calls from various members of the community, paging duty workers, tracking calls per worker and must be capable of tracking specific case assignments. It would be beneficial if the proponent could provide monthly reports detailing volume trends. The qualified vendor must be able to manage large volumes of calls. The Society provides services to mandated clients, who may be experiencing high stress due to personal issues. This can result in some callers being difficult and at times argumentative. The successful proponent must also have the ability to monitor a 3 rd party website to trace Lone Worker or Man Down devises and respond accordingly as determined by Agency policy (i.e. attempt to contact the worker, then appropriate emergency response). The information being provided to your dispatchers is of a very confidential nature and all employees will be required to have to provide a criminal record check and consent to an internal child welfare check. They will also be required to sign a confidentiality agreement with the agency. 2.0 BACKGROUND The Children s Aid Society of London and Middlesex is one of 53 Children s Aid Societies in Ontario, whose mandate is to protect and care for children at risk and promote the healthy development of children, families and communities. The Children s Aid Society is mandated by the Ontario Child and Family Services Act to: Investigate allegations or evidence that children under the age of 16 may be in need of protection; Protect children where necessary; Provide guidance, counselling and other services to families for protecting children or preventing circumstances requiring the protection of children; Provide care for children assigned or committed to its care; Supervise children assigned to its supervision; and Place children for adoption. 1

4 The Children s Aid Society of London and Middlesex completed 2,494 investigations of child abuse and neglect last year. During last fiscal year, the Society provides protection and counselling services to 2,042 families in the community. Last year, CAS provided substitute care to 865 children throughout the year in foster, group and independence homes. The Society employs 400 full time staff employees to carry out this work. The Children s Aid Society of London and Middlesex are funded by the Ministry of Children and Youth Services of the Ontario Government. 3.0 RFP SCHEDULE The following is a tentative schedule to assist Proponents: Closing Date and Time October 19, 2012 Addendum (if required) Posted October 12, 2012 Evaluation of Proposals October 22 26, 2012 Interviews (if required) October 29 November 2, Notification to Bidders November 6, 2012 Award of Proposal November 6, SUBMISSION INSTRUCTIONS 4.1 Closing Date and Time This request for proposal and any addendum will be posted on the CAS website and Ontario Public Buyers Association website Proponents are required to submit 1 (one) signed original and 3 (three) additional copies of the Request for Proposal in a sealed envelope clearly identified as Request for Proposal # for the Provision of After Hours Answering Services. The Financial Proposal must be in a separate sealed envelope. Completed submissions are to be delivered to Children s Aid Society of London & Middlesex, 1680 Oxford St. E, London N5Y 5R8, Attention: Dorissa Daoust, Supervisor Administrative Services and must be received on or before 4:00 p.m., local time, October 19,

5 Respondents are solely responsible for ensuring bids are received by Corporate Services prior to the closing date and time. 4.2 Late Submissions Proposals received by Corporate Services later than the specified closing time will be returned, unopened, to the Proponent. 4.3 Period of Acceptance The proposal submission is to remain firm for acceptance for a period of sixty (60) days from the date of closing. 4.4 Questions and Inquiries a) Inquiries regarding this RFP are to be directed to Dorissa Daoust, Supervisor Administrative Services by phone at (ext. 424) or to Contact with any other CAS official, employee or agent that is or could be remotely involved in this process shall cease during this RFP period. b) CAS has made every effort to include enough information within this proposal request for a vendor to prepare a responsive proposal. CAS encourages vendors to submit the most comprehensive and competitive proposal possible. c) All changes to or clarifications of the terms, conditions or specifications required before proposal closing will be issued by the (Name and Title) in the form of a written Addendum posted on the CAS website and website. If Addenda are issued, their receipt must be acknowledged by the Proponent in the appropriate section of the Form of Proposal. CAS will assume no responsibility for oral instruction or suggestions. Failure to acknowledge receipt of all addenda on the Form of Proposal may result in your bid being rejected. d) Each Proponent must review all proposal documents and promptly report and request clarification of any discrepancy, deficiency, ambiguity, error, inconsistency, or omission contained therein. Any such request must be submitted to CAS by , prior to October 12, e) Where a request results in a change or a clarification to the proposal, CAS will prepare and issue an Addendum to this proposal as stated in 4.4 c. 4.5 Rights Reserved by CAS a) CAS is not liable for any costs incurred by the Proponent in the preparation of their response to the RFP or selection interviews, if required. Furthermore, CAS shall not be 3

6 responsible for any liabilities, costs, expenses, loss or damage incurred, sustained or suffered by any Proponent, prior or subsequent to, or by reason of the acceptance, or nonacceptance by CAS of any proposal, or by reason of any delay in the award of the proposal. CAS has used all reasonable efforts in compiling the RFP. However, it will not be liable to respondents or any third party for any inaccuracy or omission in the RFP or any additional information CAS may provide as part of the tender process. b) The lowest proposal will not necessarily be accepted. CAS reserves the right to accept or reject any or all proposals and/or reissue the RFP in its original or revised form. c) CAS reserves the right to request specific requirements not adequately covered in their initial submission and clarify information contained in the RFP. d) CAS reserves the right to modify any and all requirements stated in the RFP at any time prior to the possible awarding of a contract. e) CAS reserves the right to cancel this RFP at any time, without penalty or cost to CAS. This RFP should not be considered a commitment by CAS to enter into any contract. f) In the event of any disagreement between CAS and respondent regarding the interpretation of the provisions of the RFP, the Senior Director of Corporate Services or an individual acting in that capacity, shall make the final determination as to interpretation. 5.0 GENERAL TERMS AND CONDITIONS All General Term and Conditions are on our website It is expected that all proponents will review the General Terms and Conditions prior to submitting their proposal. 5.1 Assignment Following award of the contract, the selected Proponent shall not, without written consent of the Director, Corporate Services make any assignment or any subcontract for the execution of any service or product hereby proposed. 5.2 Price and Product Selection Schedule Proponents must provide a Price Schedule for After Hours Answering Services. a) Total all inclusive upset cost to the Agency for the complete project and the per diem rates for all proposed staff, including mileage costs, and any other fees that may be applicable. All applicable taxes to be clearly identified within the total all inclusive upset cost. b) Where fixed prices may not easily be defined, Proponents may estimate prices in the following manner: 4

7 Time and Materials should include: i. Price per hour ii. Estimated hours, both minimum and maximum iii. Exact prices for materials Best effort should include: i. Price per hour ii. Estimated hours, both minimum and maximum iii. Any additional products and materials, and estimated prices 6.0 SCOPE OF WORK 6.1 General a) Provide a comprehensive narrative that illustrates your understanding of the purpose of the scope, objectives and requirements of the project including any strategies and methodologies you intend to utilize as they pertain to the challenges associated with implementing this work. b) Supply a basic Project Plan. This should include estimated timelines, milestones and any CAS resources you require to complete the Project in a timely manner. c) Vendors should describe how they will plan, implement, install or otherwise complete the requirements of the scope mitigating or avoiding downtime or other disruptions to CAS. 7.0 SUBMISSIONS REQUIREMENTS 7.1 General a) CAS is requesting proposals from firms who are both interested and capable of undertaking the Project. b) The onus is on the Proponent to show their knowledge, understanding and capacity to conduct the work outlined in the RFP. c) All information provided in response to this RFP must contain sufficient detail to support the services being proposed. Incomplete submissions will not be considered. d) All prices must be stated in Canadian funds. 7.2 Specific Requirements Your proposal submission MUST follow the following format: a) Title page which will include the Proponent's legal name, address, telephone and fax 5

8 numbers, address and name of primary contact and date. b) A minimum of three positive references and identification of the firm s experience in undertaking similar contracts or related functions, along with three references which are to include the name of the organization, the contact person, telephone number and address and value of the contract. c) Provide profiles of the key individuals who will be servicing the CAS s account including background, experience, qualifications and number of years they have worked for the Proponent s company. d) Any sub-contractors, indicating the specific roles and responsibilities which will be assigned to each person involved. e) Identify resources (staff and/or materials) required from CAS to assist with this project. f) Provide pricing including separate pricing with regard to the various aspects of the proposal being submitted. g) Provide a timeline for the implementation of the service, detailing the various stages of the service, as identified in section 6.2. h) Warranties, where appropriate, and the periods and terms thereof, of any equipment to be purchased as part of your solution. i) A sample of your standard contract for proposed services. 7.3 Evaluation Criteria The evaluation criteria will be based on, but not limited to, the following: Criteria Experience Personnel and Qualifications Methodologies and Approaches Description Verifiable references for work done on similar projects, and in similar environments, will be evaluated. Proponents must identify the personnel that will work on the project. The qualifications and experience of these personnel are paramount, as is the commitment of the proponent to utilize the named personnel in the project. Substitutions may result in the revocation of any contract awarded. CAS will evaluate established methodologies, approaches and techniques. However, innovation is also encouraged. Proponents 6

9 Criteria Description should demonstrate these established methodologies, approaches, techniques and innovative ideas. Reasonableness of Costs Delivery Times Costs will be evaluated not just on the lowest costs, but on the value of the proposed work to be done and the costs for this work. Proponents are therefore encouraged to submit detailed information on what work will be done and at what cost. CAS has defined business goals and deadlines. It is imperative that the proposed work be done within reasonable timelines. Proponents are encouraged to define requirements of CAS staff in their proposals so that the proponent may meet their proposed timelines. Value Added Benefits Proponents should describe what sets them above other proponents; what value added services they provide that could distinguish them from other proponents. Solution Effectiveness The Evaluation Committee will evaluate the overall effectiveness of the proposed solution(s). This will include design, installation and the effect the project will have on CAS production systems. The order of the items listed in this Section should not be taken as an indication of the relative importance of any particular criteria in the evaluation process. EVALUATION CRITERIA WEIGHTING Qualifications and Experience 20% Project Deliverables 15% Submission 5% Other Factors 10% Financial Proposal 50% Total 100% 7.4 Selection Process The Proponent is urged to ensure that their Proposal is submitted in the most favourable terms in order to reflect the best possible potential, since less than best potential could result in exclusion of the Proposal from further consideration. 7

10 The Agency reserves the right to accept or reject the lowest, or any or all submissions received. Proposals that do not provide all of the information required for the products and services proposed may not be considered. All Proposals shall be submitted by the Proponent on the understanding that the Proposals shall become the property of the Agency and may be made public by the Agency after appropriate consultation with the Proponent involved. a) Receive written responses from Proponents including all addenda (if applicable) b) Evaluation of proposals done by an Evaluating Committee comprised of Director, Centralized Services, Supervisor, First Response Team, Supervisor, Comptroller and Supervisor, Administrative Services. c) Interviews (if required) d) Recommendation e) Agreement, Purchase Order or Contract f) Notification of Award to all Bidders of Success Proponent Written communication, to the Successful Proponents of notification of Award before the time of expiration specified by the Agency, shall result in a binding Contract without further action by either party. The Agency may accept an offer whether or not there are negotiations after its receipt. Negotiations conducted after receipt of an offer do not constitute a rejection or counteroffer by the Agency. 8

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