UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE REQUEST FOR PROPOSAL # FOR COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES

Transcription

1 UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE REQUEST FOR PROPOSAL # FOR COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES ISSUE DATE: MARCH 15, 2011 SIGNIFICANT MILESTONES TIME: DATE Last Day for Questions 2:00 PM Tuesday, March 29, 2011 Pre-Proposal Conference 10:00 AM Friday, March 25, 2011 Initial Technical Proposal Due Date: 4:00 PM Friday, April 1, 2011 (No price quotation information is to be included in the Technical Proposal) Second Technical Proposal Due Date: 4:00 PM Friday, April 29, 2011 (Only shortlisted firms will be asked to submit a Second Technical Proposal) Oral Presentation/Discussion Date TBD May 5 and/or May 6, 2011 Anticipated Price Proposal Due Date 4:00 PM Wednesday, June Notice: Prospective Proposers who have received this document from a source other than the Issuing Office should immediately contact the Issuing Office and provide their name and address in order that addenda to the Request for Proposal or other communications can be sent to them. Any Prospective Proposer who fails to notify the Issuing Office with this information assumes complete responsibility in the event that they do not receive communications from the Issuing Office prior to the closing date. UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE 3501 University Boulevard East, Room ICC-3120 Adelphi, Maryland UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 1 of 88

2 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES THE UNIVERSITY OF MARYLAND, UNIVERSITY COLLEGE RFP #90940 TABLE OF CONTENTS SECTION # Section 1 Section 2 Section 3 Section 4 Section 5 DESCRIPTION GENERAL INFORMATION/INSTRUCTIONS TO PROPOSERS SCOPE OF WORK/REQUIREMENTS PROCUREMENT PHASES AND PROPOSALS REQUIREMENTS EVALUATIONS AND SELECTION PROCESS SOLICITATION TERMS AND CONDITIONS APPENDIX A: Initial Technical Proposal Forms Acknowledgement of Receipt of Addenda Bid/Proposal Affidavit APPENDIX B: Second Phase Technical Proposal Forms MBE Affidavit Attachment A Staffing Matrix form APPENDIX C: Price Proposal Forms The actual Price Proposal Form will be issued only to those Proposers who remain shortlisted following the Oral Presentation/Discussion Sessions. MBE Attachment B Bid Bond Living Wage Affidavit APPENDIX D: Contract Forms Professional Services Agreement Contract Affidavit APPENDIX E: Electronic Fund Transfer Schedule APPENDIX F: Living Wage Requirements APPENDIX M: MBE Information and Forms UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 2 of 88

3 SECTION 1: GENERAL INFORMATION/INSTRUCTIONS TO PROPOSERS UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 3 of 88

4 REQUEST FOR PROPOSALS FOR COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES 1. Summary: SECTION 1: GENERAL INFORMATION 1.1 Solicitation. University of Maryland University College ( UMUC or University ) is seeking to outsource its call center/help desk functions by partnering with a vendor ( Vendor or Contractor ) with a scalable business model that focuses on timely responsiveness, outreach, world class customer service and a quality assurance methodology that results in increased caller satisfaction. The university s objective is to identify an external call center to handle inbound and outbound communications for callers contacting UMUC. The call center must be located in the State of Maryland. The Contractor will be responsible for the day to day operations of the call center/help desk, including but not limited to, the hiring, training, and management of the call center staff. UMUC will consider all viable proposals, including but not limited to, a) vendor owned or leased building or b) University owned or leased building. The Call Center/Help Desk is to be operated on a Management Fee basis whereby the Contractor will be reimbursed by UMUC for all operating costs and expenses for facilities, staff, etc. and will also be paid a professional services or management fee. The intent is for the selected vendor to provide world class/best in class call center services to UMUC to create a competitive advantage with respect to its service to prospective students, returning students, faculty and staff in each of the call center/help desk applications detailed in Section 2. UMUC is seeking a solution that will leverage the expertise of the selected vendor to achieve a high performance, results driven organization focused on consistently attaining and exceeding ambitious and challenging Service Level Agreements (SLA s) with the units served. It should be noted that quality service delivery is essential to an acceptable solution; cost effectiveness (not lowest cost) will certainly be a criteria in the selection of the successful vendor. Refer to Section 2 for the further information about the Scope of Work for the Call Center/Help Desk. Proposals submitted in response to this RFP must comply with all state and federal laws and regulations related to the management and operation of call center/help desks for higher education institutions. 1.2 Background. Since 1947, University of Maryland University College (UMUC) has focused exclusively on the education and professional-development needs of adult students, offering classes at times and locations convenient to students whose busy schedules require that they balance school with full-time jobs and full-time family or community responsibilities. UMUC has earned a worldwide reputation for excellence as a comprehensive virtual university and, through a combination of on-site and online learning formats, provides educational opportunities for lifelong learning to students in Maryland, as well as throughout the United States and around the world. UMUC serves its students through undergraduate and graduate degree and certificate programs, noncredit leadership development and customized programs, and conference services at its Inn and Conference Center in Adelphi, Maryland. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 4 of 88

5 UMUC is one of 11 degree-granting institutions of the University System of Maryland; the university collaborates with other schools in the System and other Maryland educational institutions, both public and private. Under contract to the U.S. Department of Defense, UMUC is one of the leading education providers for the U.S. military, offering on-site and online classes to active-duty service members and their families at bases throughout Europe and Asia, while also serving members of the military in the United States. UMUC is recognized as a worldwide leader in online education offering 116 undergraduate and graduate degree and certificate programs fully online. During the past 60 years, UMUC has served more than 1.5 million service members in more than 25 countries across the globe. Today, UMUC brings higher education to Maryland and the entire world enrolling 90,000 students in more than 150 locations worldwide. Visit for more information about UMUC, the largest public university in the United States Process. Procurement of the Call Center/Help Desk Management Firm ( Contractor ) will consist of several phases: Initial Technical Proposal Submittal, Second Technical Proposal Submittal, Oral Presentation/Discussion Sessions, and a Price Proposal Submittal (see Section 3 for further details). 1.4 Contract and Contract Term. Upon selection of the Contractor(s) and receipt of applicable approvals, a UMUC contract will be fully executed with the successful firm. The University anticipates the award by the end of the calendar year 2011 with the initial contract term anticipated to start early January 2012 with the call center going live by April 1, The initial contract term is anticipated to be for approximately five years through December 31, Any contract arising from this RFP action shall commence on the date the contract is executed on behalf of UMUC, or such other date as UMUC and the Contractor shall agree. There will be option or options for renewal for a period not to exceed a cumulative total of five additional years at the sole discretion of UMUC. UMUC at its sole option may discontinue the services of the vendor annually with 30 days notice at no penalty. 2. Issuing Office: 2.1. The Issuing Office is: University of Maryland University College Office of the COO and CFO, Room ICC University Blvd. East Adelphi, MD Attn: Valerie Rolandelli Assistant Vice President, Strategic Contracting vrolandelli@umuc.edu or Kendra Fray Business Specialist kfray@umuc.edu UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 5 of 88

6 2.2 The Issuing Office shall be the sole point of contact with the University for purposes of the preparation and submittal of proposals in response to this solicitation. 3. Questions and Inquiries: All questions and inquiries regarding this procurement are to be directed to the individuals referenced with the Issuing Office above. All such questions and inquiries must be received by 2:00 pm EDT on Tuesday, March 29, Questions must be submitted in writing via to and Inquiries will receive a written reply. Copies of replies will be sent to all other Offerors, but without identification of the inquirer. 4. Pre-Proposal Conference. A Pre-Proposal Conference will be held in conjunction with this procurement in Room ICC-3114 of the Inn and Conference Center, 3501 University Blvd. East, Adelphi, MD to clarify the requirements of this solicitation on Friday, March 25, 2011 at 10:00 AM EDT. Interested parties are to notify the Issuing Office to register for attendance at this conference. While attendance at the Pre-Proposal Conference is not mandatory, information presented may be very informative; therefore all interested vendors are encouraged to attend in order to be able to better prepare acceptable proposals. Appropriate auxiliary aids and services for qualified individuals with disabilities will be provided upon request. Contact the Issuing Office with specific requests at least five (5) business days prior to conference. 5. Addenda Acknowledgment. Prospective offerors responding to this RFP must acknowledge the receipt of any, and all, addenda, amendments and/or changes issued. Receipt of the addenda, amendments and/or change issued must be acknowledged in writing by offerors and included in the technical proposal. 6. Proposal Closing Date/Due Date and Time 6.1. An original plus eight (8) copies (for a total of 9) plus one CD or flashdrive of the Initial Technical Proposal must arrive at the Issuing Office by Friday, April 1, 2011 on or before 4:00 p.m. EDT in order to be considered. (See Section 3 for further details.) Technical Proposals are to be in a sealed envelope/container. Proposers are requested to clearly mark the "original" set of the Technical Proposal. No pricing quotation information is to be provided in the Technical Proposal. If any pricing information is included in the Technical Proposal, the proposal may be deemed non-responsive by the Procurement Officer. 6.2 Second Phase Technical Proposals will be requested from only those firms shortlisted as a result of the Initial Technical Evaluation (see Section 4 for further details). The due date for the Second Phase Technical Proposals will be set upon completion of the initial technical evaluation, however, the University anticipates the Second Phase Technical Proposals to be due on or around April 29, An original plus eight (8) copies (for a total of 9) plus one CD or flashdrive of the Second Technical Proposal must arrive at the Issuing Office on or before the established due date and time in order to be considered. Oral Presentations/Discussion Sessions will be conducted UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 6 of 88

7 with the short-listed Contractors on May 5 and/or 6, Price Proposals are not requested at this time. At the completion of the second phase technical evaluation, price proposals will be requested via addendum of all firms who remain short listed. An original and one (1) copy (for a total of 2) of the Price Proposal is anticipated to be due to the Issuing Office, Wednesday, June 1, 2011 on or before 4:00 p.m EDT. The required contents of the Price Proposal will be addressed in the addendum requesting price proposals Proposers mailing proposals shall allow sufficient mail delivery time to insure timely receipt by the Issuing Office. Proposals or unsolicited amendments to proposals arriving after the due date and time will not be considered LATE PROPOSALS CANNOT BE ACCEPTED. Proposals are to be delivered to the University's Office of the COO and CFO, University of Maryland University College, 3501 University Blvd East, Room ICC-3120, Adelphi, MD The University recommends against use of mail or delivery services which will not guarantee delivery directly to Room ICC Proposals delivered to the campus central mail facility or to locations other than Room ICC-3120 will not be considered "received" by the University's Procurement Office until they arrive at Room ICC-3120 and are clocked in. The University will not waive delay in delivery resulting from need to transport a proposal from another campus location, or error or delay on the part of the carrier. Directions to UMUC can be found at the website If you are unfamiliar with the location of UMUC and/or Room ICC-3120 within the Inn and Conference Center and plan to hand deliver your proposal, it is strongly recommended that you take a trial run prior to the due date and time for proposals. 7. Confidentiality of UMUC Information The selected Contractor may have access to, may obtain, or be given confidential information, including without limitation information concerning the University s business strategies, political and legislative affairs, students, faculty, employees, vendors, contractors, customer lists, finances, properties, methods of operation, computer and telecommunication systems, and software and documentation. Certain confidential information may be protected under the Family Educational Rights and Privacy Act ( FERPA ), the Gramm-Leach-Bliley Act, and the Maryland Public Information Act. The selected firm must have administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of the University s confidential information. UMUC may conduct discussions with Offerors in order to evaluate their abilities and responsiveness to the RFP. In order to facilitate the discussions and to allow Offeror to propose responsive solutions to UMUC s needs and requirements, UMUC is willing to disclose certain confidential information to Offeror, including without limitation information concerning UMUC s business strategies, political and legislative affairs, students, employees, vendors, contractors, customer lists, finances, properties, methods of operation, computer and telecommunications systems, and software and documentation ( Confidential Information ). By submitting a proposal in response to this RFP, Offerors agree: (i) to use Confidential Information solely for purposes of responding to and discussing the RFP; and (ii) not to disclose, permit or cause use of, or provide access to Confidential Information to any third person or entity. Upon request by UMUC, Offerors may be required to sign a Non-Disclosure Agreement. END OF SECTION 1 UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 7 of 88

8 SECTION 2 SCOPE OF WORK/REQUIREMENTS UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 8 of 88

9 SECTION 2 SCOPE OF WORK/REQUIREMENTS I. General Provisions University of Maryland University College (UMUC) is seeking to outsource its call center/help desk functions by partnering with a vendor ( Vendor or Contractor ) with a scalable business model that focuses on timely responsiveness, outreach, world class customer service and a quality assurance methodology that results in increased caller satisfaction. The university s objective is to identify an external call center to handle inbound and outbound communications for callers contacting UMUC. The call center must be located in the State of Maryland. The Contractor will be responsible for the day to day, including but not limited to, the hiring, training, and management of the call center staff. UMUC will consider all viable proposals, including but not limited to, a) vendor owned or leased building or b) University owned or leased building. The call center/help desk must operate 24/7/365. The Call Center/Help Desk is to be operated on a Management Fee basis whereby the Contractor will be reimbursed by UMUC for all operating costs and expenses for facilities, staff, etc. and will also be paid a professional services or management fee. The intent is for the selected vendor to provide world class/best in class call center services to UMUC to create a competitive advantage with respect to its service to prospective students, returning students, faculty and staff in each of the call center applications detailed in Section 2. UMUC is seeking a solution that will leverage the expertise of the selected vendor to achieve a high performance, results driven organization focused on consistently attaining and exceeding ambitious and challenging Service Level Agreements (SLA s) with the units served. It should be noted that quality service delivery is essential to an acceptable solution; cost effectiveness (not lowest cost) will certainly be a criteria in the selection of the successful vendor. Proposals submitted in response to this RFP must comply with all state and federal laws and regulations related to the management and operation of call center/help desks for higher education institutions. A. Background of UMUC Since 1947, University of Maryland University College (UMUC) has focused exclusively on the education and professional-development needs of adult students, offering classes at times and locations convenient to students whose busy schedules require that they balance school with full-time jobs and full-time family or community responsibilities. UMUC has earned a worldwide reputation for excellence as a comprehensive virtual university and, through a combination of on-site and online learning formats, provides educational opportunities for lifelong learning to students in Maryland, as well as throughout the United States and around the world. UMUC serves its students through undergraduate and graduate degree and certificate programs, noncredit leadership development and customized programs, and conference services at its Inn and Conference Center in Adelphi, Maryland. UMUC is one of 11 degree-granting institutions of the University System of Maryland; the university collaborates with other schools in the System and other Maryland educational institutions, both public and private. Under contract to the U.S. Department of Defense, UMUC is one of the leading education providers for the U.S. military, offering on-site and online classes to active-duty service members and their families at bases throughout Europe and Asia, while also serving members of the military in the United States. UMUC is recognized as a worldwide leader in online education offering 116 undergraduate and graduate degree and certificate programs fully online. During the past 60 years, UMUC has served more than 1.5 million service members in more than 25 countries across the globe. Today, UMUC brings higher education to Maryland and the entire world enrolling 90,000 students in more than 150 locations worldwide. Visit for more information about UMUC, the largest public university in the United States. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 9 of 88

10 B. Project Overview and Scope of Project It is UMUC s expectation that, as experts in the help desk/call center industry, the invited Contractors will present in their return proposal their best solution (or solutions) for the business issue that is outlined in these requirements. The requirements below are purposely not detailed but list the business needs of several UMUC departments with existing call centers. Enrollment Management The Office of Enrollment Management (OEM) is seeking a scalable business model that addresses the goal of enrollment growth each year by improving the student experience and offering world-class service to its customers. The objective can be achieved by creating a call center model that is responsible for the delivery of services and communication to students, while centralizing support services to departments within the university. OEM envisions the delivery of these services through the call center will include: strategic recruitment initiatives that focus on timely outreach, world-class service and a quality assurance methodology that results in increased conversion rates of qualified leads. The call center will also handle inbound and outbound communications for prospective students interested in attending UMUC, and working with these individuals through the stage of application. The call center will also deliver services to new and current students by providing a one-stop shop model that result in an increase in persistence and retention of these students. In 2010, OEM made approximately 427,000 outbound calls to its student population as part of the recruitment and retention efforts. In addition, the incoming call and chat volume handled by our current vendor is listed below. Enrollment Management Jan Feb Mar Apr May Jun Calls Received 22,500 18,000 15,000 15,500 17,000 16,000 Chats Jul Aug Sep Oct Nov Dec Calls Received 16,000 25,000 20,000 13,000 12,500 13,000 Chats Financial Aid The Financial Aid Office fields questions from students regarding: the financial aid application process, financial aid qualification requirements, the disbursement of financial aid loans, grants and scholarships, alternative (private) loans, purchasing books, and maintaining an academic level to retain financial aid eligibility. The Financial Aid Office seeks a business model that will set the standard for customer service to students who require financial assistance to gain access to higher education through UMUC. Services to financial aid students include providing information regarding application requirements and procedures, researching the status of individual student applications, awards and disbursements as well as providing information regarding pertinent policies that effect individual student eligibility. During calendar year 2010, the Financial Aid Office received approximately 163,500 phone calls, 57,000 s, and 8,500 chat sessions. The chart below shows the distribution of contacts received by month. Our volume is expected to increase annually by 10 to 15 percent. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 10 of 88

11 Financial Aid Jan Feb Mar Apr May Jun Calls Received 21,000 12,000 11,000 12,000 14,000 13,000 s / Web Tickets 4,000 3,000 4,500 5,500 6,000 5,000 Chats 1, Student Accounts Jul Aug Sep Oct Nov Dec Calls Received 13,000 22,000 20,500 10,000 7,500 8,500 s / Web Tickets 6,000 8,000 6,000 3,500 2,800 3,000 Chats ,000 1, UMUC Office of Student Accounts (OSA) is seeking a scalable business model that will provide world class customer service to students seeking to make payment, inquire about their balance, confirm receipt of payment either via employer tuition assistance, payment plans or self-payment and discuss payment options. OSA provides customer service primarily via phone and online chat with a volume of more than 100,000 inquiries a year. Our volume is expected to increase annually 10% 15%. We are seeking a vendor that can discuss a student s account information and payment options, accept payment over the phone via credit card, and provide a thorough understanding of past due accounts and the negative impacts to not paying their bill including disenrollment and transfer to the State Central Collection Unit. In 2010, student accounts received approximately 109,000 calls. Monthly distribution of contacts was: Student Accounts Jan Feb Mar Apr May Jun Calls Received 13,500 9,000 8,000 7,000 9,000 9,000 Chats Call Back Assist Jul Aug Sep Oct Nov Dec Calls Received 8,000 13,000 13,000 7,500 5,000 7,000 Chats Call Back Assist UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 11 of 88

12 Information Technology Technical Support is responsible for inquiries and incident management with current and prospective students, faculty, and staff of all divisions of UMUC throughout the world. Support offers a wide range of high level technical assistance including, but not limited to: Learning Management Systems PeopleSoft Unix Systems Operating Systems Collaboration Applications Productivity Software Applications Mobile Devices Web Design Software Web Browsers & Plugins Web Design Languages Other Software, Applications, and Technology Technical Support is responsible for ensuring highly trained staff with skillsets that will yield thorough, high integrity troubleshooting, documentation, and root cause analysis of technical issues. Support will manage request/inquiries as they move from incident reports to problem management to emergency events. Escalations and emergency/critical events require the identification of and collaboration with more than 75 point-of-contacts throughout UMUC s global divisions and regional sites. In 2010, Technical Support received over 115,000 contacts via phone, , Web Ticket, and chat. Support receives an approximate average of 10,000 contacts per month with a per month range of 7,000 15,000 contacts. Technical Support Jan Feb Mar Apr May Jun Calls Received Chats Web Tickets Jul Aug Sep Oct Nov Dec Calls Received Calls Received Web Tickets A dialog will be conducted with each Call Center Contractor (anticipated to be conducted no later than date to be determined) to allow all Contractors to ask questions regarding the University s intent and needs. C. UMUC Contract and Operations Management University of Maryland University College will designate management team(s) to manage the contract and monitor the overall performance of the Call Center. The UMUC designated Manager(s) will be involved with the operations of the call center from the solicitation through the contract expiration and will act as the communications link between all parties involved in the operation of the Call Center. Representatives of UMUC will be available as needed for creation of the knowledge base and training. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 12 of 88

13 SECTION 3 PROCUREMENT PHASES AND PROPOSAL REQUIREMENTS UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 13 of 88

14 SECTION 3 PROPOSAL REQUIREMENTS ARTICLE 1 PROPOSAL PHASES 1. PROPOSAL PHASES: The Call Center Management solicitation #90940 procurement will be conducted by UMUC in phases which are: 1.1 Initial Technical Proposal Submittal (see Article 2 of this Section 3 for detailed information): All proposers will be required to first submit only an Initial Technical Proposal. One (1) original and eight (8) copies (for a total of 9) and one CD or flashdrive of the Initial Technical Proposal Submittal are to be provided by each proposer. The Initial Technical Proposal Submittal is due by Friday, April 1, 2011, on or before 4:00 p.m. EDT to the Issuing Office. Refer to Section 1, Paragraphs 2 and 6 for delivery instructions to the Issuing Office. 1.2 Second Phase Technical Proposal Submittal (see Article 3 of this Section 3 for detailed information): Only Proposers who are shortlisted based on the initial technical evaluation will be required to submit a Second Phase Technical Proposal. One (1) original and eight (8) copies (for a total of 9) and one CD or flashdrive of the Second Phase Technical Proposal Submittal are to be provided by each proposer. The due date for the Second Phase Technical Proposal is anticipated to be April 29, 2011, at 4:00 p.m. EDT 1.3 Oral Presentations/Discussion Sessions ( Discussion Sessions ) (see Article 3 of this Section 3 for detailed information): Only those Proposers who are shortlisted based on the initial technical evaluation will be requested to attend a Discussion Session at the University. The actual time and date for this session will be set upon completion of the initial technical evaluation; however, it is anticipated that the Discussion Session will be conducted on Thursday, May 5, 2011, and/or Friday, May 6, 2011 so Proposers are advised to set this(ese) date(s) aside in its (their) entirety on the appropriate people s calendars accordingly as it is not expected to change. The Discussion Session forum will be informal, as the University is not interested in a marketing presentation; rather, we are requesting a demonstration of the proposed solution and an interactive discussion with the shortlisted proposing firms. We anticipate that each session will be approximately 90 to 120 minutes in length. Each shortlisted firm is to have the appropriate Key People from the firm attend the session in Adelphi, Maryland. The Key People in attendance should be able to appropriately present the firm s proposed solution as well as address questions from UMUC regarding the firm s technical submittal. Following the Discussion Session, additional follow-up, clarification documentation may be requested of each Proposer. A Second Phase Technical Evaluation will then be conducted. (See Article 4 of this Section 3). 1.4 Price Proposal Submittal The Price Proposal is NOT due at this time, but will be requested only from those firms who remain shortlisted after the completion of the Second Phase Technical Evaluation. The Price Proposal will be requested via addenda and must be submitted in a sealed envelope with the Proposer's name, the RFP Title and the RFP number prominently displayed, together with the words "PRICE PROPOSAL". UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 14 of 88

15 It is anticipated that the Price Proposals shall be delivered on, or before, June 1, 2011, on or before 4:00 p.m. EDT to the Issuing Office noted in Section 1, Paragraph 2 as the Issuing Office. One (1) original and one (1) copy (for a total of two (2) copies to be provided.) The original is to be clearly labeled. The actual due date and time as well as the requirements of the price proposal submittal will be confirmed via addendum. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 15 of 88

16 SECTION 3 PROPOSAL REQUIREMENTS ARTICLE 2 INITIAL TECHNICAL PROPOSAL REQUIREMENTS 1. Initial Technical Proposal Requirements 1.1 Transmittal Letter A transmittal letter prepared on the Proposer's business stationery must accompany the proposal. The purpose of this letter is to transmit the proposal; therefore, it should be brief, but shall list all items contained within the Technical Proposal as defined below. The letter must be signed by an individual who is authorized to bind the firm to all statements, including services and financial, contained in the proposal. 1.2 Signing of Forms The proposals, if submitted by an individual, shall be signed by the individual; if submitted by a partnership, they shall be signed by such member or members of the partnership as have authority to bind the partnership; if submitted by a corporation, they shall be signed by an officer, and attested by the corporate secretary or an assistant corporate secretary. If not signed by an officer there must be attached a copy of that portion of the by-laws or a copy of a board resolution, duly certified by the corporate secretary, showing the authority of the person so signing on behalf of the corporation. 2. Initial Technical Proposal Criteria: Clear, concise, yet detailed responses to the technical criteria below are to be provided in the technical proposal. As well, the Bid/Proposal Affidavit and Acknowledgement of Receipt of Addenda (if applicable) are to be included in the initial technical proposal. Marketing material may be provided, but is to be included as an appendix rather than within the body of the proposal. The following information must be furnished in the Initial Technical Proposal per this solicitation. Failure to include any of the items listed below may disqualify your firm's response. The Initial Technical Proposal should be prepared in a clear and concise manner. It should address all appropriate points of this RFP except price information. The contents of this volume must address the following items, as indicated below, and additionally, must include the appropriate completed forms or responses as indicated in items 2.1 through 2.3 as listed below. Offerors must paginate the Technical Proposal. Mandatory Requirements: 1. Proposed Call Center/Help Desk Center MUST be in the State of Maryland; 2. Proposer must have operated and managed a call center/help desk with a single annual contact volume of 300,000 contacts and have a total cumulative minimum for all help desk/call centers of 2 million contacts. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 16 of 88

17 2.1 Executive Summary: In no more than fifteen (15) pages including all appendices, the Proposer is to submit an Executive Summary which clearly and concisely summarizes the Proposer s intent to meet the requirements of the RFP. The following is to be provided in this Executive Summary: Evidence that the Mandatory Requirements above are met. The Proposer is to provide evidence of similar or relevant Call Centers/Help Desks that meet the UMUC requirements. Use client and short case studies to illustrate performance examples of those that Proposer deems are the best examples of prior or current clients. These contracts should be relevant in size, scope and complexity to the University of Maryland University College s requirements. Evidence that Proposer has operated and managed a call center/help desk with a single annual contract volume of 300,000 contacts and has a total cumulative minimum for all help desk/call centers of 2 million contacts is to be provided. Client name, address, contact person, address, and telephone number including area code and extension of contact person are to be provided for the contracts provided. Physical Location of the Facility: Provide a narrative description as to the proposed location of the call center and the recommended ownership/leasehold arrangement for the facility Provide a description of your firm s relevant qualifications to perform the requested services. Also, please include the following information: Description of your firm s capabilities, capacity, and resources specific to providing general call type, enrollment management, financial aid, student accounts and help desk call centers for higher education institutions. Firm overview, corporate background, mission statement, and/or philosophy; Primary business focus or specialty; Headquarters location; Location of office that will provide the services to UMUC and number of employees Geographical locations of call centers/help desks List of clients serviced at each location Number of employees (management, team leads, and CSR s) at each location; Number of years your company has been in business; Number of years in providing call center/help desk services; List of help desk/call centers being operated for a client or clients on a managed fee basis List of top ten (10) clients by annual contract (dollar amount) List of top ten (10) clients by annual cumulative contact amount (cumulative volume of phone, chat, , and voic ) List of higher education clients which are being served by the Proposer; Any other notable facts that may demonstrate your firm s unique qualifications and aid in the selection process. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 17 of 88

18 2.1.3 Provide an organizational chart of the firm showing the structure of the firm s divisions and/or departments with a focus on key functions involved in serving this Contract as well as a geographic map of centers. This chart should show the management structure of the firm with the location of upper level management and regional management support staff, as well as, those actually anticipated to be assigned and dedicated to manage this account Proposal Affidavit State Procurement Regulations require that each proposal submitted by a firm include a signed Proposal Affidavit. A copy of this Proposal Affidavit is included in Appendix A Acknowledgement Of Receipt Of Addenda Form: If any addenda to the RFP documents are issued prior to the due date and time for proposals, this form (found in Appendix A) is to be completed, signed, and included in the Proposer's Initial Technical Proposal. 3. Submittal Proposers must submit the required number of copies of his/her proposal by the closing time and date specified in Section 1 of the RFP. Late submittals cannot be accepted. END OF SECTION 3, ARTICLE 2 UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 18 of 88

19 SECTION 3 PROPOSALS, EVALUATION, AND FORMS ARTICLE 3 SECOND PHASE TECHNICAL PROPOSALS AND ORAL PRESENTATIONS 1. SECOND PHASE TECHNICAL PROPOSAL: Only those Contractors whose proposal is shortlisted based on the initial technical evaluation will be requested to submit a Second Phase Technical Proposal. Second Phase Technical Proposals shall be delivered on, or before, April 29, 2011 at 4:00 p.m. EDT to the UMUC's Office of the COO and CFO at the address noted in Section 1 of the solicitation as "The Issuing Office". One (1) original and eight (8) copies (for a total of 9) and one CD or flashdrive of the Second Phase Technical Proposal Submittal are to be provided by each proposer. Offerors must paginate the Second Phase Technical Proposal and are requested to provide tabs to separate responses to each of the technical criteria. 2. The following items must be included in this Second Phase Technical Proposal are as follows: 2.1 Approach to Providing and Operating the Call Center/Help Desk: Physical Location of the Facility: Provide in more detail than in the Initial Technical Proposal, a narrative description as to the proposed solution for the location, operation, and management of a world class call center/help desk Location of the call center; ownership/leasehold recommendations of the facility; Existing condition of the proposed location (building, equipment, infrastructure) in the proposed facility as it relates to a call center/help desk operation; Recommendations/need for upgrading, improvement or additions to the existing building, equipment, infrastructure, etc. to meet the University s needs; Describe how the proposed location meets the University s requirements. Note: As part of the evaluation process, the University will visit the proposed call center locations of the shortlisted firms. As well, the University reserves the right to conduct site visits to current clients of call centers/help desks being operated and managed by the Proposer. Refer to Section 4 regarding site visits Providing the Services/Staffing Resources: Proposers are to provide their proposed solution(s) to UMUC s business needs outlined in Section 2: UMUC Scope of Work/Requirements. The Proposer should demonstrate that they understand both the magnitude and the importance of UMUC s call center and help desk needs (both inbound and outbound) by detailing their proposed services and service model(s) inclusive of staffing resources for the University. The Proposer is required to explain how they intend to provide the required services throughout the term of the contract. The Proposer should close with a summary of any problems, which might be expected and propose solutions to those anticipated problems. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 19 of 88

20 Proposal should address, but not be limited to, the following: Brief but informative description of the proposed services and service model(s); o Technology tools used to support your solution (ticket creation and tracking, reporting, integration with CRM, telecommunications, software, redundancy of operations, etc.)\ o In-house technical support o Emergency Contingency Plans o Knowledge Base Development o ADA and 508 compliance o Service Level Agreements (SLA s) that will be provided; Proposed staffing requirements/resources; o Management Structure of the relationship with UMUC and the day-to-day operations of the call center; o Recruitment, Training and Retention methodologies for the customer service representatives; o Quality Assurance Programs; o Outsourced, if any, services; o Escalation Procedures The assumptions regarding UMUC resources and/or involvement Structure of Contractor s Employee s Compensation: Provide narrative as to how contractor s employees at all levels are compensated including any employer offered benefits, incentives, bonuses, and promotion opportunities Schedule and level of effort: Provide a high level schedule recommended for the roll out of the call center/help desk solution. All setup/implementation tasks are to be provided with appropriate resources designated by title and estimated level of effort, including assumptions for UMUC staff s involvement. A recommended timeline of tasks showing sequencing and dependencies is to be provided. Note: It is UMUC s intent that the call center/help desk be implemented so that go live can be achieved by April 1, It is understood that a phased approach for go live of the various aspects of the call center/help desk will be taken Key People: Complete the Staffing Matrix Form in Appendix B by indicating for the key personnel to be assigned to UMUC for this contract. By each job title, Proposers are to indicate with an X if the person(s) are: o Already employees of firm (provide complete resume*) o To be filled from in-house resources (provide sample resumes*) o To be hired (provide job description) Provide a complete resume* of the following Key Personnel: o o Executive-in-Charge (responsible for the contractor s resource and performance commitment and strategic partnership executive relationship with UMUC;) Account Manager (responsible for the client relationship with UMUC) UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 20 of 88

21 o Operations Manager (responsible for the day to day management of the Call Center) If this person is to be hired, then please provide a resume of the person who will be the direct supervisor of this person. *The resume is to include educational and employment background; similar call center experience, and a minimum of two (2) client references** (contact name, company name, phone number including extension number) where the person has been assigned in the same capacity. **See note below regarding references. 2.2 Firm References: The Proposer is to provide a minimum of three (3) contracts which he/she deems the most relevant to the UMUC requirements. Use client and short case studies to illustrate performance examples of those that Proposer deems are the best examples of prior or current clients. These contracts should be of relevant in size, scope and complexity to the University of Maryland University College. One of these must have been a single call center/help desk with annual contacts of 300,000 or more. Higher consideration will be given in the evaluation if one or more of these are for a call center model similar to that being proposed for UMUC. The following information is to be provided: a. Client name, address, contact person and telephone number including area code and extension of contact person; b. A brief, but informative description of the call center/help desk management services provided including geographical location and some of the specific services provided; c. Number and types of contacts handled per month for each of the past 12 months for phone, voic , , chat; d. Structure of the call center (i.e. dedicated or non-dedicated; payment per agent or payment per contact); e. Staffing of the call center (management staff, agents per shift, etc.) f. Shifts operated; g. Quality assurance methodology; h. The Service Level Agreements (SLA s) required for the Call Center; e. The annual dollar volume for the contract; (If this information is deemed confidential, Proposer is to provide a range of dollar value such as "between $1M and $1.5M"; "greater than $1M, but less than $5M", etc.) f. The term of the contract (start date and completion date); if ongoing, please state as such; and g. Similarities to the UMUC contract as described in this RFP. **References: The University will check references of the above contracts and those of the Key Personnel only of the shortlisted Proposers. The University reserves the right to verify all information given if it so chooses, as well as, to check any other sources available, including past performance with UMUC, even if not provided as a reference by the Proposer. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 21 of 88

22 It is imperative that the contact names and phone numbers given for the contracts/clients listed are accurate. References will be held in the strictest of confidence by the University. Such references are to be from different contracts; that is, only one reference per contract is allowed. B. ORAL PRESENTATIONS/ DISCUSSION SESSIONS ( DISCUSSION SESSION ): Only those Proposers who are shortlisted based on the initial technical evaluation will be requested to attend a Discussion Session at the University located in Adelphi, MD. The date and time of the Discussion Sessions will be set by the University upon completion of the initial technical evaluation, however, this(ese) session(s) is (are) anticipated to be held on Thursday, May 5, 2011, and/or Friday, May 6, Proposers are advised to set this(ese) date(s) aside in its (their) entirety accordingly on the appropriate people s calendars to avoid any conflicts. The actual time on this(ese) date(s) will be verified with the applicable proposers at the time it is requested. The purposes of the Discussion Session are as follows: (i) (ii) (iii) to discuss/clarify any and all aspects of the technical submittals in particular the location and operations of the call center/help desk; the proposed approach/methodologies, implementation process, schedule for the start up of operations, staffing of the contract and ongoing management of the call center/help desk; to allow the University to meet the Proposer's key people and for these key people to convey their experience and expertise in the proposed solution; and, to provide an opportunity to clarify the scope of services for this contract and discuss any items addressed in the Technical Proposals that may require additional clarification. The Discussion Session forum will be informal, as the University is not interested in a marketing presentation; rather, we are requesting an interactive discussion with the shortlisted proposing firms. Ample time is to be available for the University and the Proposing Firm to ask questions and discuss issues/concerns related to the proposed solution and the firm s capabilities/qualifications. We anticipate that each session will be approximately 90 to 120 minutes in length. Each shortlisted firm is to have the appropriate Key People from the firm attend the session in Adelphi, Maryland. The Key People in attendance should be able to appropriately present the firm s proposed solution as well as address questions from UMUC regarding the firm s technical submittal. Following the Discussion Session, additional follow-up, clarification documentation may be requested of each Proposer. A Second Phase Technical Evaluation will then be conducted. Upon completion of the Discussion Sessions, the University will conduct the Second Phase Technical Evaluation as described in Section 4. UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 22 of 88

23 C. PRICE PROPOSAL Price Proposals will be requested only from those Proposers whose technical proposals are shortlisted following the completion of the second phase technical evaluation. An addendum will be issued at the time in which Price Proposals are requested to confirm the due date and time. The due date and time for price proposals is anticipated to be June 1, 2011 on or before 4:00 p.m. EDT. The Price Proposal must be submitted in a sealed envelope. The envelope shall have the Proposer's name, the contract name and the RFP number prominently displayed, together with the words "PRICE PROPOSAL". It is the intent of the University that the Price Proposal will consist of quoting: Start up fees for the initial year; Day to day operations, including hourly and/or daily billing rates of the assigned personnel by title and name (if known) for the initial five years; Fixed fees (such as telecom expenses, facility rent, software licensing, etc.) for the initial five years; Management Fee for the initial five years. As well, a detailed, itemized proforma listing all costs and expenses is to be provided for the initial 5-year term of the Contract. It is expected that as the procurement advances, the particulars of the required price proposal format will evolve. The required Price Proposal form, if any, will be provided by addendum to only those Proposers whose technical proposals are shortlisted upon completion of the technical evaluation. Pricing for the renewal year(s) will be addressed in the addendum requesting price proposals. END OF SECTION 3, ARTICLE 3 END OF SECTION 3 UMUC RFP #90940 COMPREHENSIVE CALL CENTER MANAGEMENT SERVICES Page 23 of 88