SALEM STATE UNIVERSITY

SALEM STATE UNIVERSITY INVITATION TO BID THIS IS NOT AN ORDER 1. The university is an agency of the Commonwealth of Massachusetts and is exempt from any State tax or Federal excise tax 2. Unless otherwise stated, the unit price shall be the net price. Separate unit and total prices must be shown if applicable. 3. Unless otherwise stated, all quoted prices shall be FOB university address inside delivery. 4. Responses must be received on or before Monday, May 18, 2015 by 2:00 p.m. in the Purchasing Department, Salem State University, Administration Building, 2 ND Floor, 352 Lafayette Street, Salem, MA 01970-5353, at which time there will be a public opening. FAX to 978-542-6164 or scanned copies will be accepted at ewilson@salemstate.edu 5. Submit one (1) original if mailing, Electronic submissions preferred, Fax submissions accepted 6. Salem State University reserves the right to waive informalities and to reject any and all bids; or to accept the bid deemed best for the Commonwealth 7. For additional information: Laura DiChiara, Director, Student Navigation Center Salem State University, 352 Lafayette Street, Salem, MA 01970 Phone: 978.542.8000 Email: laura.dichiara@salemstate.edu 8. Responses must be submitted to: Evelyn Wilson, C.P.M., Director of Purchasing Salem State University, 352 Lafayette Street, Administration Building, 2 nd Floor, Salem MA 01970 Phone: 978.542.7321 Email: ewilson@salemstate.edu 9. Reference: RFP2015-13 Customer Call Center SPECIFICATIONS UNIT PRICE TOTAL PRICE See Attached Specifications EQUAL OPPORTUNITY The contractor agrees not to discriminate against any employee or applicant for employment because of race, sex, color, religious creed, national origin, and/or ancestry. The contractor agrees to post in conspicuous places notices to be provided by the Massachusetts Commission Against Discrimination with respect to the Fair Employment Practice laws of the Commonwealth which are herein made of this contract reference. Vendor Information COMPANY ADDRESS CITY STATE ZIP TELEPHONE AUTHORIZED SIGNATURE NAME TITLE

SALEM STATE UNIVERSITY Customer Call Center Contract Salem State University invites proposals from qualified Bidders to provide comprehensive customer service to potential and current Salem State University students and their parents through a call center operation consisting of Financial Aid, Registrar s Office, Student Accounts, ClipperCard (student ID) and other student business services for the Customer Call Center Contract. Bid specifications are available at and must be returned to the Office of: Evelyn D. Wilson, C.P.M Director of Purchasing & Vendor Relations Administration Building Salem State University 352 Lafayette Street Salem, MA 01970 evelyn.wilson@salemstate.edu All bids must be submitted by email with bid attached to Evelyn Wilson. The title of the email must depict RFP2015-13 Customer Call Center in large bold letters. The University will not be held responsible if any emailed bid is not so marked. The attached bid file may not exceed 10MB. All bids must be received at Salem State University no later than 2:00 P.M. on May 18, 2015. Bidders assume all risks in seeing to it that their bids are received in the Purchasing Director's Office prior to the 2:00 P.M. deadline. All inquiries should be directed by email to Evelyn Wilson and must depict in the title RFI for Customer Call Center in large bold letters. A bidder s telephone conference will be conducted on Monday April 27, 2015 1:00PM The conference call-in number is: 1.877.493.9553 and the passcode is: 9007975 Salem State University reserves the right to reject any and all bids and to waive any informality in bids received when such rejection or waiver is in the best interest of Salem State University. Salem State University reserves the right to accept any bid where it is determined to be in the best interest of the University to do so. RFP2015-13 Customer Call Center 1

VENDOR IDENTIFICATION (must be completed) COMPANY NAME: Dba: Company's Federal ID Number: Address: Remit To Address: CITY STATE ZIP TELEPHONE NO Toll Free or "800": Fax Number: E-Mail Address: Web address: Name Title Authorized Signature Date: Main Contact: Person responsible for proposal (if different) RFP2015-13 Customer Call Center 2

1. PURPOSE Salem State University hereinafter referred to as Customer is interested in a call center solution to support its student administrative business office, the Student Navigation Center. As an integrated service operation, the Student Navigation Center is a hub of student activity ranging in services such as but not limited to financial aid verification and awarding, billing, course registration, holds resolution, and transcript printing. Modes of service include virtual, telephone, email and in-person. The successful Bidder will deliver telephone support with preference given to products that have a proven track record (current/past client list) in the Higher Education marketplace, have experience with PeopleSoft, OnBase, TouchNet and Qnomy programs, have a high ease of use for all technical skill levels, require no additional SSU information technology staff resources, and require minimal maintenance once implemented. Proposals must demonstrate an understanding of the scope of work and the ability to accomplish the tasks set forth and must include information that will enable the Customer to determine the Bidder s overall qualifications. The Bidder shall provide a detailed commentary for each service specified. If Bidder accepts to the specified service, Bidder shall provide a detailed explanation and offer an equivalent alternative. Each Proposal shall also include any other information the Bidder feels is significant in making an informed decision relative to the Proposal. Bidder can expect the following: a. Customer will designate a person from the Student Navigation Center to receive daily communication and provide Bidder with information necessary or helpful to respond to callers inquiries. b. Customer will assist Bidder with initial training information and script development prior to the start date of the services. Customer is prepared to provide the following support to the Bidder: a high-level service workbook containing such information as FAQ s, and an outline of services and general policies. c. Customer will provide Bidder with copies of all pertinent student business services consumer material and related correspondence to assist with training and answering questions from callers. d. Customer will respond to callers who have questions that cannot be answered by Bidder s representatives. A specified escalation process shall be determined and mutually agreed upon between the Bidder and Customer. e. Customer will provide Bidder with the proper names, functional responsibilities and telephone numbers of Customer s departments to whom to refer inquiries about Admissions, Housing, and miscellaneous inquiries. The customer desires a fully operational go-live date of July 13, 2015, but no later than August 3, 2015. 2. ACQUISITION METHOD Customer to purchase this service with collected data to be owned by the University. 3. SINGLE CONTRACTOR AWARD This RFP will award a single contract to complete this project. Further, this award is for this project only and does not imply any further project awards from Customer. RFP2015-13 Customer Call Center 3

4. USE OF A PROCUREMENT BY A SINGLE OR MULTIPLE DEPARTMENTS The award of this RFP will be for Salem State University with the option for other Massachusetts state institutions to utilize the contract. 5. ANTICIPATED DURATION OF THE CONTRACT, INCLUDING RENEWAL OPTIONS The duration of the contract will be for a minimum of two years with an option of three additional one year renewal options. 6. ANTICIPATED EXPENDITURES AND COMPENSATION STRUCTURES Bidders are to detail total expenditures for this project. 7. PERFORMANCE AND CONTRACT SPECIFICATIONS 7.1 Bidder Qualifications: Bidders are to present the following: A detailed description of the bidder s resources and experience relevant to the RFP performance requirements including specific expertise in serving specific populations and/or verification that the bidder is authorized to sell or distribute specific commodities or services. An organizational chart. A statement on the experience of staff and the total number of employees (distinguishing between administrative staff, management, principal partners or officers, field, technical and customer support). The number of years the bidder has been in business and/or the number of years the bidder has been in the business identified in the RFP (which may be separate and distinctly different from their main business line). A Standard & Poor, and/or Dun & Bradstreet report is desirable. A list of technology partners, if applicable. A statement if technology solution is proprietary or dynamic. A statement of average downtime, including maintenance periods, and average time for service support response. A statement if language present on response is binding. 7.2 Contract or Project Managers: A contract manager must be designated by the successful bidder at least 3 working days prior to the commencement of services. This manager may not change for the duration of the project without written notice and acceptance by the University. The function of this manager is to provide a single point of contact for questions/concerns. 7.3 Subcontractors Subcontractors are not permitted on this contract. RFP2015-13 Customer Call Center 4

7.4 Business References Bidders must submit a minimum of three (3) business references in higher education with the equivalent size and scope of Customer that are running PeopleSoft Campus Solutions as their student information system. 7.5 Invoice and Payment Specifications Customer s standard payment terms are NET30. An alternative payment term of NET10/2 (Customer will commit to paying an invoice on NET10 terms provided the invoice will provide a 2% discount) is also available. Bidders should specify their acknowledgement of these options and the preferred payment term. Bidder s should specify if they accept credit cards for payment. 7.6 Record Keeping Requirements - Security Issues The Commonwealth Terms and Conditions requires contractors to maintain records, including, but not limited to, books, files and other compilations of data, in such detail as shall properly substantiate claims for payment or as required under a contract. Departments may inspect those records as necessary. These records must be kept by the contractor for a minimum retention period of seven years beginning on the first day after the final payment under a contract, or such longer period as is necessary for the resolution of any litigation, claim, negotiation, audit or other inquiry involving the contract. The Commonwealth Terms and Conditions also require contractors to comply with M.G.L c. 66A for any personal data or public records held or used by the contractor during performance. 8. INSTRUCTIONS FOR SUBMISSION OF RESPONSES Bidders must acknowledge understanding and compliance with each section of this RFP. Bidder's proposal represents a binding commitment if awarded the bid. If the bidder s proposal conflicts with this RFP, the RFP s language takes priority. This is a closed-bid submission. Bids will be opened and examined according to the time table set forth in section 9. Bidders will not have the opportunity to amend bids once they are submitted. If a bid is not complete, it will not be accepted. Further, if the contract is awarded and then discovered to be incomplete, that award will be rescinded. Faxed responses will be accepted. Bids must be submitted before the posted deadline and will not be accepted thereafter. Bidders must submit ten (10) hard copies, which must be bound in some manner (e.g., 3-ring, stapled, pressure-plate, etc.) and not as loose pages, whether in an envelope or folder pocket. Alternatively, electronic bid submissions (including fax submissions) will be accepted, provided they are in Microsoft Word or PDF format, if the electronic submission is not submitted through CommBuys. Any bid that does not specifically address the RFP (e.g., marketing literature with general pricing) will not be considered a valid bid-response. 8.1 Functional Requirements & Features Respondents are to provide information requested for their proposal in the following matrix. If additional space is required for attachments, that information is to be provided in the appropriate space in the matrix (i.e. see Attachment I etc.) with reference to section in the matrix to which it applies. RFP2015-13 Customer Call Center 5

In the contractor s Technical response, the Contractor shall fill out the columns (1) Response Code employing the Response Codes noted below defining compliance with the requirement, and (2) Respondent Comments, explaining how the Contractor s solution meets the requirement. Response Codes: E = Your Proposal exceeds the stated Requirement. Please provide a detailed explanation. F = Your Proposal fully complies with the stated requirement. Please provide a detailed explanation. P = Your Proposal partially complies with the stated requirement. Please provide a detailed explanation. N = Your Proposal does not comply with the stated requirement. NOTE: Detailed explanations must include the status of your proposal (i.e. live or beta), version, and time frame for next version upgrade. Version roadmap must be included. Priority Codes: M = Mandatory HD = Highly Desirable D = Desirable /C = Contractor must confirm agreement to this requirement (i.e.: M/C) /E = Contractor must explain how their solution meets this requirement. (i.e.: ) RFP2015-13 Customer Call Center 6

8.1 Solution Requirements Item Description Priority 8.1.01 The successful Bidder will receive calls from Customer s telephone lines. Bidder will pay all associated charges for the toll free number under the terms of this contract. Customer will include the dedicated number in all consumer information it distributes. Calls received from Customer s telephone lines and from the dedicated phone line will be answered between 8:30 am and 5:30 pm Eastern Standard Time, Monday thru Thursday, and 10:00 am and 5:00 pm Eastern Standard Time on Friday, and extended hours during peak periods (as designated by Customer), excluding University administrative holidays. Other mutually agreed upon times may be requested by Customer. Response Code Respondent Comment 8.1.02 The Bidder s representatives will be required and trained to respond to the following types of inquiries: a. General and detailed financial aid, student accounts, registrar and student ID service questions (including federal, state, and institutional information) b. Requests for information and materials (actual fulfillment will be provided by Customer) c. Financial aid, student accounts, registrar and student ID services status questions on a studentspecific level from Customer s student information systems utilizing internal and external data RFP2015-13 Customer Call Center 7

exchange systems d. Financial aid status questions, including anticipated disbursement dates and date funds credited to student s account e. Payment information and all related student accounting questions f. Refund questions g. Registration Holds h. General academic programming, policy and procedure questions 8.1.03 Case notes will be logged by Bidder in the student information system(s), as appropriate. Preference will be given to Bidders with demonstrated experience with PeopleSoft, OnBase, and Qnomy systems. 8.1.04 The Bidder will refer the caller to Customer s appropriate department for questions regarding other university business, such as, a student s admission status, etc. In cases where the Bidder s representative is unable to provide the information requested by the caller, the caller will be referred to designated escalation office, as applicable. 8.1.05 Bidder will provide daily, weekly and monthly reports with information on the number of calls answered during each period and such other pertinent information, as requested by customer, which may include such data as abandonment rates, average seconds to answer calls, average call length, calls referred back to customer and reason for call/call subject. Bidder will also participate in weekly or periodic conference calls with customer RFP2015-13 Customer Call Center 8

to discuss current issues and plans. 8.1.06 Bidder will provide a Knowledgebase tool that can be accessed by the Customer s staff. 8.1.07 Bidder will provide a summary of its training program, including FERPA. 8.1.08 The Bidder will assume training responsibility of their staff, with assistance from Customer, as needed. All training material will be updated annually and jointly shared with Customer and Bidder. 8.1.09 Bidder will provide trends of weekly and monthly call inquiries. 8.1.10 Bidder will include in the project implementation a continuity of operations plan for a wind down of operations leading up to contract end date or in the event of a non-renewal per contract terms. 8.1.11 Bidder will provide a real-time analytics dashboard to Customer via web login. Dashboard should be mobile compatible with Android and Apple devices. HD/E RFP2015-13 Customer Call Center 9

8.2 Instructions for Responses Firms shall submit their proposal for pricing on the following price proposal form, which shall apply to the two year contract and the three possible contract extensions. One price proposal form must be submitted with each Financial Proposal. Using the enclosed form will help ensure consistency in the financial evaluation. The price proposal form is to be completed in full and must be submitted with the financial proposal. Pricing for the purchase shall be for services rendered. Pricing model must be disclosed, i.e. per minute, per call, tiered, etc. All terms must be disclosed. Price evaluation will be performed based on the Price Proposal Form based on the Grand Total of the items listed on the price proposal form. Worksheets for automated price quotation systems or other attachments may be used to provide additional information, but the financial evaluation will be based only on the prices entered on the price proposal forms. Blanks on the price proposal form will be interpreted as zero (0) and no price will be allowed for that item. RFP2015-13 Customer Call Center 10

Price Proposal Form Item # Description Qty. Unit Price Total Price 8.1.01 8.1.02 8.1.03 8.1.04 8.1.05 8.1.06 8.1.07 8.1.08 8.1.09 8.1.10 8.1.11 RFP2015-13 Customer Call Center 11

GRAND TOTAL: $ per year RFP2015-13 Customer Call Center 12

Bidders must describe the pricing structure for all of the products included in the proposal as a separate attachment to the financial proposal. This must include details on factors that can influence, add-to or decrease pricing such as functional options, add-on functionality, system scaling costs or other considerations not included in this solicitation. Bidders must also describe what additional discounts would be achieved if other Customer departments were to use these products in the future. The final evaluation will be made based on only the items specified in the RFP. Bidder reserves the right to make an award that may include additional functional options, add-ons or other considerations that may be available. 9. DEADLINE FOR RESPONSES AND PROCUREMENT CALENDAR Please note that this is an anticipated calendar and may be subject to change. Release of RFP April 15, 2015 Phone Conference to discuss the scope of the bid and address questions regarding the RFP Response Due Date April 27, 2015 1:00PM Conference Call-In Number: 1-877-493-9553 Passcode: 9007975 Monday, May 18, 2015 2:00PM Response Evaluation May 19 through May 29, 2015 Presentation by Bidders Week of May 25, 2015 RFP Anticipated Award June 1, 2015 Contract Offer June 1, 2015 Contract Signing June 8, 2015 10. EVALUATION CRITERIA All responses will be evaluated by Enrollment Management and Information Technology Services professional staff, who will select the Bidder that they determine has offered the best value response. Evaluation criteria shall include price, as well as the following: a) The content of the bidder's response and its responsiveness to the requirements of the RFP. b) The quality of the services offered. c) The general reputation of the firm. d) The quality of the references provided. e) The qualifications of the personnel assigned to work on the project. f) The demonstrated understanding of the respondent how to conduct the work as required by the scope of services. g) The bidders functionality, performance, flexibility, and ability to meet customers needs and timetable. 11. STANDARD CONTRACT The winning Bidder will be required to sign a Commonwealth of Massachusetts Standard Contract (Sample attached, also available http://www.mass.gov/aosc/docs/forms/contracts/standard_contract_frm.doc) RFP2015-13 Customer Call Center 13

12. CUSTOMER PAYMENT & PRIVACY PROTECTION CONDITIONS Please refer to Procedures for Safeguarding Personal Information (PI) Handled by Third Party Vendors and Providers of Services to Salem State University. Completion of the Personal Information Protection Questionnaire/Checklist (PPIQ) for Vendors is required. RFP2015-13 Customer Call Center 14