Detroit Land Bank Authority. Request for Proposals: Call Center Services

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1 Detroit Land Bank Authority Request for Proposals: Call Center Services RFP NUMBER: DATE ISSUED:

2 Request for Proposals Call Center Services Page 2 REQUEST FOR PROPOSALS CALL CENTER PROFESSIONALS INTRODUCTION A. Overview This Request for Proposals ( RFP ) is being issued by the Detroit Land Bank Authority (DLBA). DLBA is requesting proposals from qualified Call Center service providers with the expertise and experience in providing a range of services related to inbound call center assistance to DLBA customers. Call Center firms/organizations with demonstrated experience in call center administration, and with an interest in making their services available to the DLBA are invited to respond to this RFP. Respondents are required to have knowledge of the City of Detroit geography in order for their firm to be selected. The work contemplated is professional in nature. The Respondent shall be financially solvent and each of its members (if a joint venture), its employees, agents or subconsultants of any tier shall be competent to perform the services required under this RFP document. Nothing in this RFP shall be construed to create any legal obligation on the part of the DLBA or any respondents. The DLBA reserves the right, in its sole discretion, to amend, suspend, terminate, or reissue this RFP in whole or in part, at any stage. In no event shall the DLBA be liable to respondents for any cost or damages incurred in connection with the RFP process, including but not limited to, any and all costs of preparing a response to this RFP or any other costs incurred in reliance on this RFP. No respondent shall be entitled to repayment from the DLBA for any costs, expenses or fees related to this RFP. All supporting documentation submitted in response to this RFP will become the property of the DLBA. Respondents may also withdraw their interest in the RFP, in writing, at any point in time as more information becomes known. The DLBA follows the Detroit Land Bank Authority Policies and Procedures for Procurement process. For further information on this requirement please contact the DLBA Office at: 65 Cadillac Square, Suite 3200 Detroit, MI B. Time of Completion Any contract awarded pursuant to this RFP solicitation shall provide services within a mutually agreed upon expedited time frame. C. Term of Contract Any contract awarded pursuant to this RFP solicitation shall be for a contract period up to 12 months, with the possibility of an extension.

3 Request for Proposals Call Center Services Page 3 PROFESSIONAL SERVICE REQUIREMENTS A. Scope of Work The DLBA seeks sealed proposals from Call Center professionals interested in providing services to the Detroit Land Bank Authority. The following scope of service is requested of Call Center Firms/Organizations under this RFP. The types of services to be provided may include but are not limited to the following: 1. Detailed description of all calls to the DLBA s 800 phone number. 2. Monthly Traffic Reports (Day, Date, Number of Calls, Calls Handled, Calls Abandoned, Handling time, Average Time To Answer) 3. Answer questions correctly for the DLBA (FAQ available to assist). 4. Ensure all agents are aware of DLBA informational changes for customer support in a timely manner. 5. Conduct searches on DLBA, Motorcitymapping.org, Wayne County Treasurer, Register of Deeds, and other websites and/or data platforms provided by the DLBA. B. Program Management Describe the start-up process for a new account and forecasting process Describe staffing and/or scheduling tools used Describe supervisory procedures, and account management Quality Control; size of client support group; and account managers number of accounts Provide program change procedures; problem resolution procedures Standard hours and days of operation Remote monitoring capabilities

4 Request for Proposals Call Center Services Page 4 EVALUATION CRITERIA AND SCORING In evaluating responses to this Request for Proposal, the DLBA will take into consideration the experience, capacity, and costs that are being proposed by the Respondent. The following Evaluation Criteria will be considered in reviewing submittals: A. Experience and Capacity The point system is to evaluate the experience and capacity of the Respondent for this RFP. 25 PTS for a proven system of communicating that allows for easy access to and from DLBA staff and agents during standard operating work hours. The top 1/3 with the best communication systems will be awarded a full 25 PTS. The middle 1/3 of respondents will be awarded 15 points. The bottom 1/3 of respondents with the highest pricing will be awarded 10 points under this category. 20 PTS for competitive pricing proposals. The top 1/3 with the lowest pricing will be awarded a full 20 PTS. The middle 1/3 of respondents will be awarded 15 points. The bottom 1/3 of respondents with the highest pricing will be awarded 10 points under this category. 20 PTS for demonstration of capacity and expertise of personnel to handle high volume of calls for DLBA. 10 PTS for a Detroit Head-quartered business. 10 PTS for proven system to provide detailed billing and invoicing. 10PTS for Quality/Completeness of Proposal Submission. 5 PTS for a local Detroit-based business.

5 Request for Proposals Call Center Services Page 5 SUBMITTAL REQUIREMENTS RFP responses must be submitted both via hard copy and scanned copy. The scanned copy shall be sent to DLBARFQ@detroitlandbank.org. Hard copies must be delivered to: Frieda Williams Office Manager Detroit Land Bank Authority 65 Cadillac Square, Suite 3200 Detroit, MI Each respondent shall submit one (1) original and two (2) copies of the following documents in a clear, legible, 12-point font, and 8.5 by 11 inch format. Responses not submitted both via hard copy and will not be considered. Respondents are advised to adhere to the Submittal Requirements. Failure to comply with the instructions of this RFP will be cause for rejection of submittals. The DLBA reserves the right to seek additional information to clarify responses to this RFP. Each response must include the following: A. Letter of Interest Please submit a Cover Letter of Interest signed by a duly authorized officer or representative of the Respondent, not to exceed two pages in length. The Letter of Interest must also include the following information: 1. The principal place of business and the contact person, title, telephone/fax numbers and address. 2. A brief summary of the qualifications of the Respondent and team. 3. Description of organization (i.e. Corporation, Limited Liability Company, or Joint Venture). 4. The names and business addresses of all Principals of the Respondent. For purposes of this RFP Principals shall mean persons possessing an ownership interest in the Respondent. If the Respondent is a partially owned or fully-owned subsidiary of another organization, identify the parent organization and describe the nature and extent of the parent organization s approval rights, if any, over the activities of the Respondent. If the Respondent is a partially owned or fully-owned subsidiary of another organization, identify the parent organization and describe the nature and extent of the parent organization s approval rights, if any, over the activities of the Respondent. 5. The Certification attached hereto at the end of this RFP and incorporated herein by reference must be signed by Respondent and attached to the Letter of Interest. B. Threshold Requirements These documents must be submitted and acceptable before the DLBA and its RFP Review Committee will review the Experience and Capacity proposal: 1. Certificate of Good Standing (Corporation) or Certificate of Existence (Limited Liability Company) issued by the Michigan Secretary of State (If Respondent is a joint venture, a

6 Request for Proposals Call Center Services Page 6 Certificate of Good Standing or Certificate of Existence, as applicable, must be submitted for each entity comprising the joint venture.) 2. Evidence of License and Insurance: Evidence that insurance is in place or can be obtained if selected. Appropriate licenses to be provided. 3. Evidence of Financial Stability: All Respondents shall include their most recent financial statements with the proposal response. This information will assist the DLBA in determining the Respondent s financial condition. The DLBA is seeking this information to ensure that the respondents have the financial stability and wherewithal to assure good faith performance. 4. Three (3) references of related projects, including date of project, contact person and phone number, and a brief description of the project. 5. Conflict of Interest Statement & Supporting Documentation: Respondent shall disclose any professional or personal financial interests that may be a conflict of interest in representing the DLBA. In addition, all Respondents shall further disclose arrangement to derive additional compensation from various investment and reinvestment products, including financial contracts. C. Main Proposal Please provide the following information: 1. Describe relevant experience and a proven system to answer high call volume. 2. Statement of Qualifications 3. Portfolio of all clients over the last 10 years. 4. If applicable, Evidence of local Detroit-based Business License, Paid City of Detroit Income Taxes for Respondent to documents Detroit business location and Headquartered business concern as the prime contractor for the RFP, Section 3 business concern, Disadvantaged Business Concern etc. 5. A competitive pricing proposal. SELECTION PROCESS The Selection Committee comprised of DLBA staff and others deemed appropriate by the DLBA Executive Director will review qualifications in accordance with the evaluation criteria set forth herein and in accordance with DLBA policies. Proposals that are submitted timely and comply with the mandatory requirements of the RFP will be evaluated in accordance with the terms of the RFP. Any contract resulting from this RFP will not necessarily be awarded to the vendor with the lowest price. Instead, contract(s) shall be awarded to vendor(s) whose proposal received the highest score and is the most responsible bid, in accordance with criteria set forth in the RFP. This RFP will result in a pool of qualified vendors selected based on pricing and other criteria as defined within this RFP, and notification of the candidate pool will be made the week of June 8, There will be no guarantee of assignments to anyone in the qualified candidate pool. The particulars of the assignment and cost proposals will determine the best candidate for any assignment. The Detroit Land Bank Authority is an equal opportunity employer. No applicant shall be discriminated against on the basis of race, religion, color, age, gender, national origin, disability, or other criteria prohibited by the City, State or Federal law. To qualify for a job, an applicant must meet the education, training, experience and any applicable license or certificate requirement for the job position. It is the applicant s responsibility to provide acceptable proof of their work record and history.

7 Request for Proposals Call Center Services Page 7 QUESTIONS Questions regarding this RFP should be submitted in writing via to fwilliams@detroitlandbank.org. The last date to submit questions regarding the RFP is Tuesday, May 26, 2014 at 3:00pm SUBMITTAL DUE DATE Responses to this RFP are due by 3:00 pm on Tuesday, June 2, Each Respondent is responsible for labeling the exterior of the sealed envelope containing the proposal response with the proposal number, proposal name, proposal due date and time, and your firm s name. Hard copies must be delivered to: Frieda Williams Office Manager Detroit Land Bank Authority 65 Cadillac Square, Suite 3200 Detroit, MI CERTIFICATION FORM NOTE THIS PAGE MUST BE COMPLETED AND INCLUDED WITH THE SUBMITTAL CERTIFICATION The undersigned hereby certifies, on behalf of the Respondent named in this Certification (the Respondent ), that the information provided in this RFP submittal to the DLBA is accurate and complete, and I am duly authorized to submit same. I hereby certify that the Respondent has reviewed this RFP in its entirety and accepts its terms and conditions. (Name of Respondent) (Signature of Authorized Representative (Typed Name of Authorized Representative) (Title)

8 Request for Proposals Call Center Services Page 8 (Date)

9 Request for Proposals Call Center Services Page 9 RFP SUBMITTAL REQUIREMENTS CHECKLIST Please provide Checklist with response to RFP Letter of Interest Certification Certificate of Good Standing (Corporation) or Certificate of Existence (Limited Liability Company) issued by the Michigan Secretary of State (If Respondent is a joint venture, a Certificate of Good Standing or Certificate of Existence, as applicable, must be submitted for each entity comprising the joint venture.) Evidence of Insurance State License and or Certification Evidence of Financial Stability References Conflict of Interest Statement & Supporting Documentation: Description of Company Capacity of Company Pricing Proposal RFP Submittal Requirements Checklist