Interactive Voice Response (IVR) System Request for Proposal (RFP)

Interactive Voice Response (IVR) System Request for Proposal (RFP) Distributed by: Oakland County Purchasing 2100 Pontiac Lake Road, Bldg. 41W Waterford, MI 48328 November 10, 2011

Table of Contents 1.0 INTRODUCTION... 1 2.0 BACKGROUND INFORMATION... 2 2.1 OAKLAND COUNTY OVERVIEW... 2 2.2 INFORMATION TECHNOLOGY OVERVIEW... 2 2.3 PROJECT TEAM OVERVIEW... 3 2.4 RFP REVIEW PROCESS OVERVIEW... 3 2.5 INTERACTIVE VOICE RESPONSE (IVR) SYSTEM RFP OVERVIEW... 3 2.6 CURRENT SYSTEMS OVERVIEW... 4 3.0 IVR SYSTEM REQUIREMENTS... 12 3.1 INTERACTIVE VOICE RESPONSE (IVR) SYSTEM... 12 3.1.1 GENERAL BUSINESS OBJECTIVES... 12 3.1.2 SYSTEM FUNCTIONALITY REQUIREMENTS... 13 3.1.3 TECHNICAL REQUIREMENTS... 15 3.1.4 IMPLEMENTATION SERVICES REQUIREMENTS... 16 3.1.5 LICENSING AND SYSTEM SUPPORT REQUIREMENTS... 18 4.0 RESPONSE SUBMISSION REQUIREMENTS... 19 4.1 PROPOSAL SUBMISSION DEADLINE... 19 4.2 LATE PROPOSALS, MODIFICATIONS, OR WITHDRAWAL... 19 4.3 PACKAGING... 20 4.4 EXCEPTIONS... 20 4.5 PRICE QUOTATIONS... 20 4.6 ACCEPTANCE OF RFP CONTENT... 21 4.7 PROPOSALS BINDING... 21 4.8 DULY AUTHORIZED SIGNATURE... 21 4.9 PROPOSAL COSTS... 21 4.10 ECONOMY OF PROPOSALS... 22 4.11 MULTIPLE PROPOSALS... 22 4.12 PRIME CONTRACTOR RESPONSIBILITY... 22 4.13 COMPLETE SERVICES/PRODUCTS... 23 5.0 PRICE PROPOSAL REQUIREMENTS... 24 i

5.1 PRICE PROPOSAL CONTENT... 24 6.0 PROPOSALS... 26 6.1 PROPOSAL FORMAT... 26 6.2 SELECTION CRITERIA... 31 7.0 TIMETABLE... 34 8.0 PROJECT CONTACT... 35 9.0 OTHER RELATED MATTERS... 36 APPENDIX A FUNCTIONALITY REQUIREMENTS RESPONSE TABLE... 37 APPENDIX B TECHNICAL REQUIREMENTS RESPONSE TABLES... 53 APPENDIX C IMPLEMENTATION SERVICES RESPONSE TABLES... 58 APPENDIX D COST RESPONSE TABLES... 60 ATTACHMENT 1 OAKLAND COUNTY PROFESSIONAL SERVICES CONTRACT... 69 ii

1.0 INTRODUCTION The Oakland County Purchasing Department is issuing this Request for Proposal (RFP) to obtain SEALED BID proposal responses for an Interactive Voice Response (IVR) System solution, which will satisfy the requirements described in this RFP. The objective of this RFP is to provide sufficient information to enable qualified respondents to submit written proposals. This RFP is not a contractual offer or commitment to purchase services. Respondents must be bona fide providers of the products and services requested, using a solution that is currently installed and working at customer sites that may be inspected by representatives of Oakland County. To respond to this RFP, proposals must conform to the procedures, format, and content requirements outlined in this document. Significant deviations may be grounds for disqualification. Oakland County reserves the right to waive, at its discretion, any irregularity or informality that Oakland County deems correctable or otherwise not warranting rejection of the RFP. 1

2.0 BACKGROUND INFORMATION The following background information has been provided in support of the Interactive Voice Response System RFP. Additional information regarding this RFP can be found on the Michigan Inter-governmental Trade Network (MITN) website at www.mitn.info. 2.1 Oakland County Overview Oakland County, Michigan is located in southeast Michigan, immediately north of the City of Detroit. The county covers 910 square miles and encompasses 62 cities, villages and townships (CVTs). Located astride the Interstate 75 corridor and at the heart of Automation Alley, Oakland County is a world technology center. Oakland County s population is approximately 1.2 million, encompasses 440,000 parcels of property, and features one of the lowest operating tax rates in the state of Michigan. Oakland County continues to be 1of the 36 counties in the nation with the coveted AAA bond rating. Additional information can be found on Oakland County s website at www.oakgov.com. 2.2 Information Technology Overview The Department of Information Technology (IT) is a service bureau that provides Information Technology services to 82 County Divisions, more than 100 local governmental units (assessor s office, treasurer s office, law enforcement, prosecutor s office, etc.). IT is responsible for over 150 major applications consisting of more than 8,000 programs. IT provides systems support, maintenance, enhancements, and new development for all major systems applications. The Department of Information Technology employs 150+ staff, is under the administration of the County Executive, and is comprised of the following organizational divisions: Administration Internal Services Application Services CLEMIS & Public Safety Technical Systems & 2

Networking Overall, Information Technology s customer base spans several different disciplines, including: Health & Human Services Equalization & Treasurer Court Services Finance & Human Resources Public Safety (Police, Fire, EMS) Water Resources Commissioner Clerk/Register of Deeds MSU Extension Oakland Facilities Management Parks & Recreation Sheriff Prosecutor County Executive Board of Commissioners Cities, Villages, & Townships External Customers Oakland County International Airport Community & Economic Development Additional information about the Oakland County Department of Information Technology can be found on the web at www.oakgov.com/infotech. 2.3 Project Team Overview The Interactive Voice Response System RFP Project Team will be comprised of staff from the Oakland County Department of Information Technology. Other departments or divisions may be brought into the process as required. The Project Team will be responsible for the evaluation of RFP responses and the creation of a recommendations report that will be presented to Oakland County. 2.4 RFP Review Process Overview The Oakland County Information Technology Department has final approval of the Interactive Voice Response System solution. Other county departments such as Purchasing may be consulted as necessary. 2.5 Interactive Voice Response (IVR) System RFP Overview 3

The Interactive Voice Response (IVR) System RFP will select and implement an IVR solution for Oakland County government. The solution selected will provide five IVR applications: Jury Duty, Current and Delinquent Taxes, Ticket Payments, Online Payments, and Shopping Cart, text-to-speech (TTS) interpretation of information retrieved from database(s), and connection to a server platform for these applications to run upon. These IVR applications will provide an English touch-tone (TT) interface; the Tax application will also provide a Spanish TT interface. The applications will access account data from remote servers (see Appendix A Functionality Requirements Response Table for details). The solution may also be required to provide directed dialog speech recognition and IVR applications for additional services. 2.6 Current Systems Overview The information in this section is provided as a general overview of Oakland County s current IVR system and serves as a minimum guideline for Oakland County in its selection of an IVR solution. As indicated in Appendix B: Technical Requirements Response Table, the selected vendor should plan to conduct detailed requirements gathering to determine scope of Oakland County IVR solution. Oakland County s IVR provides Delinquent Tax information, Current Tax information, and Jury Duty information to customers via telephone. Messages are custom recorded by Oakland County staff, and are offered in both English and Spanish. The IVR allows callers to receive balance due information for current and delinquent property taxes, and to make tax payments via credit card or electronic check. The IVR enables those selected for jury duty to receive status information. Oakland County plans to expand the IVR system to enable the collection of additional types of payments (e.g. fees for traffic tickets). Oakland County s current IVR system was purchased from Intervoice (now known as Convergys). The IVR software is InterSoft v.3.6.2. Development is done in InVision Studio. All custom programming was defined by Oakland County and developed by the vendor. Oakland County is responsible for creation of voice files and maintaining the server and network environments. The Oakland 4

County PBX is a TDM based Meridian SL-100. Three T1s are supplied to the current IVR. Two T1s are configured for the production server and one T1 for the test server. In order to process payments and provide real-time tax balance and jury duty status information, the IVR System communicates with existing Oakland County applications via web services and direct connectivity to SQL Databases. The IVR accesses delinquent tax information using an Oracle ODBC connection to execute a stored function. The delinquent tax system uses Oracle database (8.1.7.2) on a UNIX server running HPUX 11.2. For current tax information, the IVR interfaces with the BS&A property tax collection system through a web service. The web service accesses data that is stored in a Pervasive database (9.0) to retrieve information and to perform any backend updates when a tax payment is processed. In order to process a payment, the IVR system interfaces with the Oakland County Shopping Cart Service. This communication is accomplished via an HTTPS connection to retrieve Enhanced Access Fees and to acquire either a credit card authorization or an electronic check approval. The Shopping Cart Service is also used by Access Oakland web-based ecommerce services. The shopping cart is able to communicate to payment processors via TCP/IP sockets to receive credit card and electronic check approvals. Oakland County s IVR system must be compliant with Payment Card Industry (PCI) Data Security Standards because the shopping cart IVR application accepts personal information such credit card and bank account numbers. At no time will the IVR system store these account numbers. The IVR System is comprised of four servers and a private network switch. All hardware resides in Oakland County s secured ecommerce zone so that the credit card payment processing applications can be PCI compliant. The application environment dependencies are: 5

Dependency Delinquent Tax System Equalizer LAMS Jury Shopping Cart Functionality Delinquent Tax Application Web Service and Tax Database Web service for parcel validation Jury Application Required to process credit cards 2.6.1 Current and Delinquent Tax IVR Overview Callers access the Current and Delinquent Tax IVR via a toll-free local phone number, which is quickly answered by the IVR System. After selecting English or Spanish, the caller enters the 10-digit property parcel number from their property tax statement. The IVR system communicates with the relevant database(s) and states the address of the property and the municipality in which it is located. The taxpayer must verify the information is correct in order to continue. The call is then directed to either the Delinquent Tax or Current Tax Main Menu as below. Delinquent Tax Main Menu options: 1. Amount Due states the amount due and offers the following prompts: 1. Repeat information 2. Hear itemized information - IVR system communicates with the relevant database(s) and states itemization of delinquent tax year information; then the following prompts are offered: 1. Repeat information 2. Continue to next delinquent bill 3. Make a payment call is transferred to Shopping Cart application 4. Speak to a staff member call is transferred to Oakland County telephone extension 3. Make a payment Call is transferred to Shopping Cart application 4. Pay a different amount prompts caller to enter the amount they wish to pay and then transfers the call to Shopping Cart application 6

5. Return to Main Menu 6. Speak with staff member call is transferred to Oakland County telephone extension 2. Office Information plays an informational message, then returns to Main Menu 3. Bankruptcy and Business Tax Information plays an informational message, then returns to Main Menu 4. Special Assessments Information plays an informational message, then returns to Main Menu 5. Adjustment Information plays an informational message, then returns to Main Menu 6. Staff Member call is transferred to Oakland County telephone extension Current Tax Main Menu options: 1. Payment Status states tax amount by tax year and any balance remaining, and offers the following prompts: 1. Repeat information 2. Provide another property parcel number 3. Continue to prior year 4. Return to Main Menu 2. Amount Due states the tax year and season and the tax bill amount, and offers the following prompts: 1. Repeat information 2. Pay the amount call is transferred to Shopping Cart application 3. Pay a different amount prompts caller to enter the amount they wish to pay and then transfers the call to Shopping Cart application 4. Skip the payment return to Main Menu 5. Return to Main Menu 3. Additional Tax Information states date of data, SEV, Tax, Pre, School District information, then offers the following prompts: 1. Hear the information again 2. Continue to prior year 3. Provide another property parcel number 4. Return to Main Menu 4. Office Information plays an informational message, then offers the 7

following prompts: 1. Hear payment status 2. Make a payment 3. Hear additional tax information 4. Hear location information again 5. Provide another property parcel number 5. Provide Another Property Parcel Number prompts caller to enter 10-digit parcel number and redirects call to either Delinquent Tax or Current Tax Main Menu See Appendix A Functionality Requirements Response Table, sections A-2 Call Flows, A-3 IVR Architecture and A-4 Port Assignments. 2.6.2 Jury Duty IVR Overview Callers access the Jury Duty IVR via a toll-free local phone number, which is quickly answered by the IVR System. The IVR System prompts the caller to enter their 9-digit Participant Number. The IVR System communicates with the relevant database to retrieve data associated with the Participant Number entered by the caller. The Jury Duty IVR then proceeds based on the information obtained from the database: If the caller failed to report for jury duty, then the Jury Duty IVR plays a message, then transfers the call to an Oakland County telephone extension. If the caller is scheduled for Jury Duty on the following day, and the call is placed before 5:00 PM EST, then the Jury Duty IVR plays a message with the caller s scheduled date of service, then continues to the Jury Duty IVR Main Menu. If the caller is scheduled for Jury Duty on the following day, and the call is placed after 5:00 PM EST, then the Jury Duty IVR plays one of two messages: o If the caller is identified as a tagged juror, then the Jury Duty IVR plays a message with the caller s scheduled date of service, dress code, and security information, and continues to the Jury Duty IVR 8

Main Menu. o If the caller is identified as a non-tagged juror, then the Jury Duty IVR plays a message excusing the caller from service, and continues to the Jury Duty IVR Main Menu. If the caller is scheduled for Jury Duty on a future day (not the following day), then the Jury Duty IVR plays a message with the caller s scheduled date of service, and continues to the Jury Duty IVR Main Menu. If the caller s jury service date has been deferred, then the Jury Duty IVR plays a message with the deferred date of service, and continues to the Jury Duty IVR Main Menu. If the caller is currently seated on a jury, then the Jury Duty IVR plays a message stating that the records indicate the caller is already seated on a jury, and transfers the call to an Oakland County telephone extension. If the caller has been excused from jury service, then the Jury Duty IVR plays a message stating that the caller is excused from service, and ends the call. The following prompts are offered on the Jury Duty IVR Main Menu: 1. Scheduled Date states the caller s scheduled date of jury service, then returns to Main Menu 2. Request Postponement plays one of two messages a. If the caller has already postponed jury service, then an informational message plays, and the call is transferred to the Oakland County Clerk b. If the caller has not already postponed jury service, then the caller is prompted to enter the new date they wish to serve, and a confirmation message plays, and the call returns to Main Menu 3. Location Information plays an informational message, then returns to Main Menu 4. Medical Excuse plays an information message, then returns to Main Menu 5. Age Disqualification plays an informational message, then returns to Main Menu 6. Moved plays an informational message, then returns to Main Menu 7. Clerk call is transferred to Oakland County Clerk 9

See Appendix A Functionality Requirements Response Table, sections A-2 Call Flows, A-3 IVR Architecture and A-4 Port Assignments. 2.6.3 Shopping Cart IVR Overview Callers access the Shopping Cart IVR through a call transfer from within an IVR application that accepts payments, such as Delinquent Tax or Current Tax. Upon transfer to Shopping Cart IVR: A standard greeting is played to provide information about which payment types are accepted. Callers are then prompted to indicate they type of payment method they will use (e.g., credit card or electronic check) o If callers indicate credit card, then the Shopping Cart IVR prompts for the following information: Credit card number Expiration date 3-digit credit card security code Payment amount o If callers indicate electronic check, then the Shopping Cart IVR prompts for the following information: Bank routing number Bank account number Payment amount Shopping Cart IVR repeats all collected data for verification by caller Shopping Cart IVR communicates with relevant database(s) and Web services for payment authorization o If payment is approved, then Shopping Cart IVR states the payment confirmation number and offers the following prompts: Hear confirmation number again Return to Main Menu Make another payment o If payment is denied, then Shopping Cart IVR plays an informational message and offers the following prompts: Provide another credit card or bank account number 10

Speak with a staff member See Appendix A Functionality Requirements Response Table, sections A-2 Call Flows, A-3 IVR Architecture and A-4 Port Assignments. 11

3.0 IVR SYSTEM REQUIREMENTS The requirements set forth in this section of the RFP serve as a minimum guideline for Oakland County in its selection of an IVR solution. The requirements for the IVR solution have been grouped into the following sections: General Business Objectives, System Functionality Requirements, Technical Requirements, Implementation Services Requirements, and Licensing and Software Support Requirements. 3.1 Interactive Voice Response (IVR) System 3.1.1 General Business Objectives Oakland County seeks to obtain an IVR solution that satisfies the following business objectives: Basic IVR platform functionality as required by the applications and customer expectations, including those listed in Appendix A Functionality Requirements Response Table. 1. Respondents must describe how their system supports these business objectives as well as highlight the realizable tangible and intangible benefits Oakland County could expect to gain from selecting their solution. 2. Depending on what your company offers, the IVR solution may include one or more of the following scenarios. Please include a separate response for each scenario. Scenario 1: The IVR solution is fully equipped, operated, hosted and maintained by the vendor. The vendor supplies all personnel for IVR setup, testing, production, recording, streaming and system maintenance. Scenario 2: The IVR solution is hosted, maintained and operated entirely by Oakland County. Other scenarios: The IVR solution may also be bundled with other software packages or options that the vendor offers. 12

Respondents must address the general business objectives set forth in the RFP. 3.1.2 System Functionality Requirements 1. Appendix A Table A-1. System Functionality Requirements Response Table contains an inventory of the functionality desired in the selected IVR solution. IVR system proposals that do not satisfy the mandatory requirements outlined in Appendix Table A-1 will be rejected. IVR solution respondents must complete Appendix A Table A-1 IVR Functionality Requirements Response Table. In addition to completing Table A-1 System Functionality Requirements Response Table, respondents must provide responses to the requirements specified in the remainder of this section. 2. Provide detailed answers to the following requirements: a. IVR Functionality Explain how your IVR solution operates including all basic functionality (i.e., speech recognition, TT interface, database access, TTS interpretation of information retrieved from database(s), reporting, call routing, call transfers, DTMF, multi-lingual TTS, speech recording). b. Recording/Production Explain how your IVR solution operates from the operations staff point of view. Describe who performs IVR setup, testing, production, recording and system maintenance. Identify which tasks include vendor personnel and which tasks require Oakland County staff. Provide architecture diagrams, including test and development environments. c. Operational/Disaster Recovery Explain plans and processes for redundancy, data recovery, and disaster recovery for IVR solution. d. Customization Explain the customization features that are available. System functionality in Appendix A and outlined above that must be customdeveloped by the respondent must be clearly identified in the response. The respondent is encouraged to include required custom-developed functionality in 13

Appendix A. Respondents shall describe how the additional features and upgraded modules can be incorporated into the basic system used by the County. Value added functions, not listed above as requirements, will be considered during the evaluation of all proposals. If a proposed solution contains any other features, which are not listed in Appendix A, the respondent is encouraged to include the description of the functionality in their Appendix A response. Respondents should indicate all optional equipment necessary for such valueadded functions. By including value-added functions in the Appendix A response, respondents will be able to clearly identify value-added functions that exist as part of their standard system functionality, rather than as options. Costs for system functionality must be documented in Appendix D Cost Response Tables. 3. Provide detailed description of ability to create new IVR applications and functions, including but not limited to: a. IVR Citation Payment Callers access the Citation Payment IVR (also known as ticket payment) via a toll-free local phone number, which is quickly answered by the IVR System. The IVR System prompts the caller to enter their alphanumeric Citation/Ticket Number or Driver s License Number and Court Number. The IVR System communicates with the relevant database to retrieve data associated with the information entered by the caller. The Citation Payment IVR then proceeds based on the information obtained from the database. Caller selects one of two prompts: 1. Hear payment information states amount due and then offers prompts: 1. Repeat the information 2. Enter another ticket number 3. End the call 2. Make a payment call is transferred to Shopping Cart IVR application 14

b. IVR Online Payments (customizable) The Online Payment IVR application will be customizable to accept any type of payment on behalf of Oakland County Government Departments, Divisions and Agencies, as well as Oakland County local municipal governments (cities, villages and townships). Callers access the Online Payment IVR via a toll-free local phone number, which is quickly answered by the IVR System. The IVR System prompts the caller to enter their alphanumeric Payment Code. The IVR System communicates with the relevant database to retrieve data associated with the information entered by the caller. The Online Payment IVR then proceeds based on the information obtained from the database. 1. If the Payment Code is valid, the Online Payment IVR application plays a dynamic welcome message that is customized according to the specific payment type (e.g., building permit, utility bill, etc.). Then caller is prompted to enter the following information: a. Transaction Identification Code b. Telephone Number The call is then transferred to the Shopping Cart IVR application to complete the payment. 2. If the Payment Code is not valid, an informational message plays. See Appendix A Functionality Requirements Response Table, section A-2 Call Flows. 3.1.3 Technical Requirements 1. Appendix B Table B-1 IVR Technical Requirements Response Table contains an inventory of the technical specifications desired in the selected IVR solution. Proposals which do not satisfy the mandatory requirements outlined in Appendix B will be rejected. Respondents must complete Appendix B Table B-1 IVR Technical Requirements Response Table. 2. Appendix B Table B-2 IVR Hardware, Software, Peripheral Requirements 15

Table provides the respondent the opportunity to identify hardware, software, and peripheral devices required for Oakland County to implement proposed technical solution. Respondents must complete Appendix B Table B-3. IVR Hardware, Software, Peripheral Requirements Table. In addition to completing Appendix B technical tables, respondents must provide responses to the requirements specified in the remainder of this section. 3. Respondents must discuss the top five distinguishing technical features of their IVR service and/or software package. Technical requirements outlined in Appendix B and above that must be customdeveloped by the respondent must be clearly identified in the response. The respondent is encouraged to include required custom-developed functionality in Appendix B. Respondents shall describe how the additional features and upgraded modules can be incorporated into the basic system used by the County. Costs for technical architecture must be documented in Appendix D Cost Response Tables. 3.1.4 Implementation Services Requirements Respondents must provide responses to the implementation services requirements specified in this section of the RFP. 1. Respondents must provide the implementation services described below as part of the IVR system implementation. Respondents should describe the implementation services including assumptions and exclusions, approach and estimated effort for the following services: Server Setup and Configuration (include test and development environments) IVR Setup and Configuration (include test and development environments) System User Training (if required) Implementation and Launch Support (include operational and disaster recovery) 16

Post Implementation Support 2. Respondents must provide an implementation plan that clearly indicates the roles and responsibilities of the respondent and those of Oakland County, keeping in mind that the goal of the County is to have the IVR system implemented as soon as possible. The implementation plan shall at a minimum outline tasks, skill types, and estimates by resource provider resulting in a proposed schedule starting from the date of contract execution. Please include definition and expectation of skill level for each skill type used in the implementation plan. In addition, please include a total number of Oakland County staff required by skill type listed. Respondents must use Appendix C Table C-1. Implementation Plan Table as the format for an implementation plan. The implementation plan format contains the following high-level phases of potential work: Project Management contains activities to manage the project. Technical Design and Installation contains activities for server and IVR hardware configuration. Education, Marketing and Policies contains activities for training and promotion. Implementation contains activities for system launch and disaster recovery. Implementation costs should include any travel and personal expense figures if required. Post Implementation Support contains activities for system support. 3. The implementation plan must be supported by a Statement of Work narrative describing the tasks, responsibilities of the respondent and those of Oakland County, and critical risk factors. Respondents must provide a proposed Statement of Work that will, at a minimum, discuss the following activities: Server Setup and Configuration (include test and development environments) IVR Setup and Configuration (include test and development environments) System User Training (if required) Implementation and Launch Support (include operational and disaster 17

recovery) Post Implementation Support Respondents must include professional services required for the IVR system implementation in their RFP response that satisfies the requirements set forth in the RFP. Costs for implementation services must be documented in Appendix D Cost Response Tables. 3.1.5 Licensing and System Support Requirements Respondents must provide responses to the licensing and system support requirements specified in this section of the RFP. 1. Core support hours should be Monday through Friday 8:30am to 5:00pm Eastern Standard Time, excluding holidays. The vendor can also be reached 24 x 7 for emergency support issues. 2. Description and explanation of operational and disaster recovery plans should be provided. 3. All license agreements should be provided. 4. Warranty requirements should be explained. 5. Third party software and/or hardware requirements should be provided. 6. Maintenance issues such as routine server downtime should be provided. 7. System release/patch cycles should be explained. 8. System documentation should be provided. Respondents must provide licensing and system support services required for the IVR solution that satisfies the requirements set forth in the RFP. Costs for implementation services must be documented in Appendix D Cost Response Tables. 18

4.0 RESPONSE SUBMISSION REQUIREMENTS The administrative rules and procedures that guide the proposal process are described in this section. Failure of the respondent to adhere to them may result in elimination of the respondent from further consideration in the proposal selection process. 4.1 Proposal Submission Deadline Three (3) hardcopies and one (1) CD with proposals in Adobe Reader PDF format of your proposal, clearly marked Oakland County Interactive Voice Response System Proposal Bid Response must be received and stamped by the Oakland County Purchasing Division no later than December 15, 2011 @ 2:00 PM. Vendors should follow the directions for proposal delivery outlined in 002026 SOL, the solicitation document which is part of the solicitation. Proposals may be either mailed or hand-delivered. If the proposal is sent by mail or commercial express service, the respondent shall be responsible for actual delivery of the proposal to the proper Oakland County office before the deadline. If proposals are mailed using the United Postal Service vendors should allow at least two additional days for delivery. All proposals become the property of Oakland County. The content of all proposals shall be held confidential and sealed until after the submission deadline. 4.2 Late Proposals, Modifications, or Withdrawal Proposals received after the date and time indicated will not be considered and will be returned unopened if the respondent is identified on the proposal envelope. Proposals may be withdrawn or modified in writing prior to the proposal submission deadline. Proposals that are resubmitted or modified shall be resealed and submitted to the previously identified Oakland County Purchasing 19

Division prior to the proposal submission deadline. 4.3 Packaging Each proposal must be sealed to provide confidentiality of the information prior to the submission date and time. Oakland County will not be responsible for premature opening of proposals not properly labeled. Clearly mark one proposal copy as the Master Proposal and enclose originals of the required forms. Each proposal set shall be accompanied by a transmittal letter signed in ink by an authorized company representative, empowered with the right to bind the respondent. 4.4 Exceptions Any exceptions to the attached specifications or RFP objectives must be clearly stated in the formal quote letter under a separate section entitled Exceptions. If any exceptions are taken, an explanation must be made giving in detail the extent of the exception and the reason for it. Failure on the part of the respondent to list exceptions as instructed above will be interpreted that the respondent has taken no exceptions and that the offering is in complete conformance to the specifications and RFP objectives contained herein. Any exceptions or deviations discovered after the closing date will be to the Vendor s account and, consequently, will not be negotiated. 4.5 Price Quotations All prices shall be quoted in U.S. dollars. Fixed prices for software, services, and hardware should be quoted, wherever possible. Where uncertainty exists, quote estimated costs or a range of costs. Unless respondents specifically note otherwise, prices quoted will be considered firm. If any additional purchases are required through one year from award date of the contract, they shall be at the contract unit price. In case of error in the extension of prices in the proposal, the unit prices shall govern. 20

4.6 Acceptance of RFP Content Provisions of the RFP and the contents of the successful response will be used for establishment of the final contractual obligations. Oakland County retains the option of canceling the award if the selected respondent fails to accept such obligations. Oakland County and the selected respondent shall enter into a written contract for the work to be performed. It is expressly understood that this RFP and the respondent s proposal may be attached and included in an agreement signed by Oakland County and the selected respondent. 4.7 Proposals Binding All proposals submitted shall be binding upon the respondent, if accepted by Oakland County, for 180 calendar days from the proposal submission deadline. No proposals may be withdrawn during this 180-day period. Negligence upon the part of the respondent in preparing the proposal confers no right of withdrawal after the time fixed for the submission of proposals. 4.8 Duly Authorized Signature The proposal must contain the signature of a duly authorized officer of the respondent empowered with the right to bind the respondent. 4.9 Proposal Costs The respondent shall be responsible for all costs incurred in the development and submission of this proposal. Oakland County assumes no contractual obligation as a result of the issuance of the RFP, the preparation or submission of a proposal by a respondent, the evaluation of an accepted proposal, or the selection of finalists. Oakland County shall not be contractually bound until Oakland County and the selected respondent have executed a written contract for performance of work. Appendix D Cost Response Tables contains cost response forms. The forms 21

must be used to document the cost for software and services in the respondent s proposal. 4.10 Economy of Proposals Proposals and presentations should be prepared simply and economically, providing a straightforward and concise description of the respondent s capabilities to satisfy the requirements of the RFP. Special bindings, colored displays, etc. are not necessary. Emphasis should be placed on completeness and clarity of content. 4.11 Multiple Proposals Multiple proposals or substitutions will be considered and are defined as the submission by the same respondent of two or more responsive proposals offering variations in the hardware and software configurations each of which meet the requirements of the RFP. Multiple proposals shall be submitted separately, clearly noted as alternatives and will be evaluated as independent proposals. 4.12 Prime Contractor Responsibility Respondents have an option of subcontracting for products and services they propose. If any products or services are to be subcontracted, the respondent shall provide, within the proposal, a description of the subcontracting organization and the contractual arrangements made therewith. All subcontractors will be subject to approval by Oakland County. The selected respondent will also furnish the corporate or company name and the names of officers or principals of said companies proposed as subcontractors. Oakland County will consider the prime contractor to be solely responsible in all contractual matters, including payment of any and all charges resulting from such subcontractor arrangements. The selected respondent shall cause appropriate provisions of its proposal to be inserted in all subcontracts ensuing to insure fulfillment of all contractual provisions by subcontractors. 22

4.13 Complete Services/Products The selected respondent shall be required to (1) furnish all tools, equipment, supplies, supervision, transportation, and other accessories, services, and facilities necessary to complete the work (2) furnish all materials, supplies, and equipment specified and required to be incorporated in and form a permanent part of the completed work (3) provide and perform all necessary labor; and (4) perform and complete the work in accordance with good technical practice, with due diligence, and in accordance with the requirements, stipulations, provisions, and conditions of this RFP and the resultant agreement. 23

5.0 PRICE PROPOSAL REQUIREMENTS Respondents are required to submit separate and distinct price information for their primary system proposal and any alternatives in a separate section. All price quotations shall be valid for 180 days from the proposal due date. The respondent will be responsible for achieving an operational configuration for the cost quoted. The cost of any items determined to be missing from the quote but essential to fulfilling the configuration shall be borne by the respondent. 5.1 Price Proposal Content Every respondent shall provide an itemized Price Proposal including Appendix D Cost Response Tables. Quote costs for all software and services described in Sections 1 through 7 and Appendix A, B, and C of this RFP. Each major component, including integrated software and hardware elements, shall be identified by both common names. Both unit prices and extensions (if applicable) shall be quoted for each component or basic subsystem. Any and all items (such as software interfaces, cables, connectors etc.) needed to achieve the proposed configuration shall be identified and priced. Any and all additional charges (i.e., shipping, installation, insurance etc.) shall be quoted. In addition: 1. The cost of system documentation must be included in the total solution costs. 2. Quote annual costs for the proposed maintenance agreement where applicable. In addition, list cost of training increments included with the system purchase. Quote the cost of additional training increments along with any conditions attached to their purchase. 3. Quote a lump sum and hourly rates for implementation services and consulting services that could be enlisted for the implementation of the IVR solution. 4. List separately any optional features price, but do not include these optional features in the total system price. 24

5. Specify any discount options associated with the proposal(s). If applicable, State Bulletin prices should be included for reference. 25

6.0 PROPOSALS To expedite and simplify proposal evaluation and to assure that each proposal receives the same orderly review; all proposals must comply with Section 4 Response Submission Requirements of the RFP and adhere to the format described in this section. Proposals must contain the elements of information specified. Proposal sections and pages should be appropriately numbered. Any variances from specifications, which may be proposed, must be specifically noted. 6.1 Proposal Format Proposals must include a table of contents listing all sections, figures, and tables. Major sections and appendices should be separated by labeled ring binder index tabs. Pages may be double-sided, and must be numbered. The respondent must include a copy of their organization s standard Software Licensing and/or Services Agreement(s) as an Appendix to the Proposal. This agreement shall cover the licensing details for all aspects of proposed system. Proposals must address the requirements completely and accurately using the required format. The proposals shall be organized according to the following outline: Transmittal Letter Division 1: Division 2: Division 3: Division 4: Division 5: Division 6: Appendix: Introduction and Executive Summary Experience Response to Commercial Questions Response to IVR Solution Requirements Price Proposal Technical Proposal Software Licensing and Services Agreements Division 1: Introduction and Executive Summary 26

1. Submit a brief executive summary of the major facts or features of the proposal, including any conclusions, assumptions, and recommendations the respondent desires to make. The executive summary should be designed specifically for review by a non-technical audience and senior management. 2. Submit the following information relative to the respondent. If a joint venture, similar information must be provided for each member of the joint venture. Company name and business address, including telephone number, fax number and Internet address. Year established (include former firm names and year established, if applicable). Type of ownership and parent company if any. Respondent s contact name, address, and phone number, if different than Item 1. Brief statement of the firm s background demonstrating longevity and financial stability. 3. Review Attachment 1 Oakland County Professional Services Contract. Acknowledge review and submit itemized descriptions of exceptions with response to RFP. 4. Submit a brief description of respondent s corporate and other organizational history and experience in developing, installing, and supporting IVR solutions for governments of comparable or larger sizes. 5. Include discussion of respondent s corporate vision and strategy for addressing the needs of the IVR market. 6. Include a discussion of the respondent s corporate vision and strategy related to its IVR solution addressing the needs of the IVR market. 27

Division 2: Experience 1. Submit a description of at least three relevant IVR installations. Relevant is defined as installations using the hardware and software products similar to those proposed for the Oakland County IVR solution and installations exhibiting the functional and integration components set forth in the RFP. The description must provide the following information at minimum: Organization Name, Contact Person with Address, Telephone Number and Email Address, Participating Organization, Hardware and Software Environment, Date of Installation, Status of Implementation and Discussion of activities and applications. The respondent agrees that Oakland County may contact the references given and visit installed sites if desired. 2. Submit job descriptions and qualifications for each team member that will be assigned to the Oakland County IVR project. Vendor staff qualifications must include longevity with firm, relevant certifications, brief project/assignment history with your company, educational background, and employment history. Division 3: Response to Commercial Questions Please answer the following questions directly and specifically, and cite the question before each answer. 1. Provide insurance information for Worker s Compensation, Comprehensive General Liability. Contact Oakland County s Purchasing Department with questions in this regard. 2. Who will be the respondent s authorized negotiator? (Provide name, title, address, telephone number, and email address. The person identified shall be empowered to make binding commitments for the respondent). 3. What is the current financial status and conditions of the respondent? (Provide a copy of the respondent s most current financial annual report and statement of financial condition, or equivalent). 28

4. Is the respondent an equal opportunity employer? 5. Will the respondent contractually agree to the following: a. Provide onsite (e.g., at Oakland County) staff for training? b. Knowledge transfer to Oakland County staff regarding implementation, integration, etc. c. Guarantee 1-2 hour response time for critical situations reported to your service desk? d. Non-performance holdbacks? e. Source code provided to Oakland County? To escrow? f. Allow Oakland County to approve vendor staff assigned to project? g. Provide a Statement of Work that includes, in detail, all deliverables, costs, change control and project management procedures, etc.? h. Provide Oakland County with system documentation for all application modules, including custom modifications and interfaces? i. Indemnify Oakland County for claims asserted by third parties alleged to have been caused by the acts, errors or omissions of your employees. 6. If selected as a short-list finalist, respondent must agree to conduct a demonstration and bid response discussion with staff that will be assigned to the Oakland County project. The sessions will be conducted after proposal review at Oakland County s Department of Information Technology. Division 4: Response to IVR Solution Requirements The purpose of this section is to describe the required solution for the IVR solution and give the respondent the opportunity to describe how their proposed solution will support the current and future requirements of Oakland County. Section 3 of this RFP provides a detailed description of system requirements and 29

identifies questions and/or issues that must be addressed by the respondent. The respondent is requested, where appropriate, to include supporting literature describing the details of system capabilities, commands, and utilities. If included, this supporting literature must be referenced in the response to the specification and included in an appendix to the respondent s proposal. The inclusion of supporting literature or standard software alone will not satisfy the terms of this RFP. 1. Describe how the respondent s solution helps Oakland County meet its general business objectives as set forth in Section 3.1 of this RFP. 2. Describe the proposed functionality as set forth in Section 3.2 of this RFP. Include details of the end-user experience when using the IVR system. 3. Describe the implementation services as set forth in Section 3.4 of this RFP. 4. Describe the licensing and support services as set forth in Section 3.5 of this RFP. Include prices for these services in your Price Proposal, (Section 5, Section 6.1 Division 5, and Appendix D Cost Response Tables. Oakland County reserves the right to negotiate all system acceptance testing procedures, warranties, and terms of software maintenance. Division 5: Price Proposal Respondents must complete and include Appendix D Cost Response Tables in their Price Proposal. All prices shall be quoted in U.S. dollars. Where possible, quote a fixed price for the software, services, and extended warranty described in this RFP. Where uncertainty exists, quote estimated costs or a range of costs. The Price Proposal shall include the price for shipping, crating, insurance, 30

duties, and other costs related to the delivery and installation of the proposed hardware and software. The Price Proposal shall include the price for software updates including enhancements and Oakland County customizations, training programs and materials, and onsite application development support. Respondents are cautioned to avoid placing components in an optional category. Only components which provide an enhancement over and above that required to meet the detailed specifications may be included as optional. Oakland County reserves the right to selectively choose items that the respondents propose. Oakland County intends to make use of the existing infrastructure insofar as they meet the proposed specifications of the vendor. During the process of negotiations, Oakland County reserves the right to exercise this privilege in determining the final amount and type of hardware, software, and services intended for purchase. Division 6: Technical Proposal Section 3.3 of this RFP provides a detailed description of technical requirements and identifies questions and/or issues that must be addressed by the respondent. 1. Describe the proposed technical solution as set forth in Section 3.3 of this RFP. 6.2 Selection Criteria In order to be considered, bidding respondents must complete the following minimum requirements: Return the Proposal Form, enclosed with respondent s proposal, signed by a legal representative of respondent s organization. Place this form in the Master Proposal as described in Section 4.3 of RFP. Complete the information required as described in this RFP. 31

For each proposal, submit one (1) Master Proposal and two (2) printed copies and one CD or Flash Drive containing your proposal. ; for a TOTAL of 4 proposals. Also include one (1) CD containing the electronic copies of the proposals. Proposals shall be delivered to the address listed in Section 8 of this RFP in a sealed package with the wording Oakland County Interactive Voice Response System Proposal Bid Response clearly marked on the outside of the envelope/package. The wording Master Proposal is to appear on the outside of the binder containing the original signed proposal. Proposals may not be delivered via facsimile or email. Oakland County will use the following criteria to evaluate respondents RFP proposal responses meeting the minimum requirements described above. This is not a comprehensive list, nor does the arrangement imply order of importance: Compliance with RFP Instructions: The proposal will be evaluated for compliance with the instructions set forth in Section 4 and Section 6.1 Division 1 of the RFP. Business Requirements: The IVR solution s compliance with the business requirements set forth in Section 3.1 General Business Objectives and Section 6.1 Division 4 of the RFP. System Functionality: The proposal will be evaluated for compliance with Section 3.2 Software Functionality Requirements and Section 6.1 Division 4 of the RFP. Additional functionality not identified in the RFP will be considered as well. Technical Architecture: The IVR solution s Technical Proposal will be evaluated for compliance Section 3.3 Technical Requirements, Section 6.1 Division 6 and with the County s current technical standards. Implementation Services: Professional services identified in the proposal will be evaluated for compliance with Section 3.4 Implementation Services Requirements and Section 6.1 Division 4 of the RFP. 32

Licensing and Support Services: Software support, upgrade cycles and warranty services available will be evaluated for compliance with Section 3.5 Licensing and Support Services Requirements and Section 6.1 Division 4 of the RFP. Corporate Viability and Vision: The selected respondent must exhibit the vision and viability to partner with Oakland County in the establishment of a world-class IVR solution. The respondent s IVR solution must have an existing installed user base that can be used to verify system functionality and support. Installed sites of similar size and complexity will be considered in this evaluation. Corporate Viability and Vision identified in the proposal will be evaluated for compliance with Section 6.1 Division 2 and Section 6.1 Division 3 of the RFP. System Cost: The proposal must be cost-effective to implement and preserve the technical and data resources that already exist in the County. The Price Proposal will be evaluated for compliance with Section 5.1 and Section 6.1 Division 5 of the RFP. Product Demonstrations: Oakland County will ask respondents with the highest written response evaluation scores to spend time at Oakland County demonstrating scripted IVR solution scenarios and discussing implementation approach, assumptions and key success factors. 33

7.0 TIMETABLE Activity Date Request for Proposal Released November 10, 2011 Pre-Bid Vendor Q&A (email only) November 22, 2011 Reponse to Requests for Clarifications Due November 30, 2011 Proposals Due December 15, 2011, 2:00pm Short-List Vendors Notified TBD Demonstrations TBD Vendor Selection TBD 34

8.0 PROJECT CONTACT This RFP is being issued by the Oakland County Purchasing Department in conjunction with Oakland County s Department of Information Technology, located in Pontiac, Michigan. Bid request package contents can be obtained on the Michigan Intergovern Oakland County website www.mitn.info and includes the following documents: Request for Proposal Purchasing Form. Request for Proposal RFP and attachments. Bid Timelines as described in this RFP. All requests for clarification or additional information regarding this RFP are due on or before close of business on November 22, 2011 (see below section 9). No questions will be entertained after this date. All questions and requests for clarification or additional information regarding this RFP will not be considered confidential. These questions and the Oakland County responses shall be shared with all other prospective bidders. 35

9.0 OTHER RELATED MATTERS Oakland County Michigan will own the rights to all digital media content. Specific points of clarification must be sent via email and include the specific section(s) of the RFP that is in question. Vendor must submit questions or request for clarifications to (browerr@oakgov.com) and parabm@oakgov.com with the subject line of the email titled Questions Event 002026. Responses to questions and clarifications will be published on the MITN web site in addition to any addendums which happen to occur. Oakland County will openly entertain any value-added alternative(s) provided by the respondent. 36

APPENDIX A FUNCTIONALITY REQUIREMENTS RESPONSE TABLE A-1. Functional Requirements Table Priority Existing Planned Future Custom IVR FUNCTIONAL REQUIREMENTS (High, Med, Ability Release (Release Modification Number (System Allows Ability to ) Type Low) (Yes, No) Number and Date) (Yes, No) 1.0 Speech Recording English High 1.1 Speech Recording Spanish High 2.0 Speech Recognition English (optional) Low 2.1 Speech Recognition Spanish (optional) Low 3.0 Touch-Tone Interface (TT) English High 3.1 Touch-Tone Interface (TT) Spanish High 4.0 4.1 Text-to-Speech (TTS) Interpretation of Information Retrieved from Database(s) English Text-to-Speech (TTS) Interpretation of Information Retrieved from Database(s) Spanish High High 5.0 Database Access Remote SQL Server 2005 High 5.1 Database Access Remote Oracle Database High 5.2 Database Access Remote Web Services High 6.0 Reporting High 7.0 Call Routing High 7.1 Call Transfers High 8.0 Dual-Tone Multi-Frequency (DTMF) Signaling High 9.0 Connection to Server Platform for Applications High 10.0 Directed Dialog Speech Recognition (optional) Low 37

A-2. Call Flows Figure 1: Current IVR System 38

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Prior Year Announce Prior year taxes Announce Choices 1? Retrieve prior year data 2? DelTax *? Main Menu Error Message 42

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Start Jury Ask for Participant # Valid # N Error Message B Y Look Up Participant Scheduled Tomorrow Y Call before 5:00 PM Y On Call Message N Tagged for Service Y Scheduled Message N Excused Y Excused Message End Call N Scheduled in Future Y On Call Message N Failed to appear Y Failed to Appear Message A N Seated Seated Message N Deferred Y Deferred Message 44

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Figure 2: IVR Online Payment Service Start Generic Payment Prompt for data Prompt for Language Correct? N Error message Valid? N Error message Y Y Store Data Element Entry Retrieve Payee List A Prompt for Payee Y More Elements Valid? N Error message N Y Process Payment Retrieve Payment Types for Payee Prompt for Payment Type Announce Choices Found? N Error message 1? A Y Retrieve Data Element List 9? Done Error message 46

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Interactive Voice Response (IVR) System RFP Figure 3: IVR Citation Payment

A-3. IVR Architecture 49

A-4. Port Assignments PM LTC 0 11 Production Server - 1st T1 Line Property Tax Published Numbers 248-452-2038 / 1-888-600-3773 Port # Service Description VDN # Connects directly to IVR. 1 PROPTAX Current Tax 248-858-0025 2 PROPTAX Current Tax 248-858-0025 3 PROPTAX Current Tax 248-858-0025 4 PROPTAX Current Tax 248-858-0025 5 PROPTAX Current Tax 248-858-0025 6 PROPTAX Current Tax 248-858-0025 7 PROPTAX Current Tax 248-858-0025 8 PROPTAX Current Tax 248-858-0025 9 PROPTAX Current Tax 248-858-0025 10 PROPTAX Current Tax 248-858-0025 11 PROPTAX Current Tax 248-858-0025 12 PROPTAX Current Tax 248-858-0025 13 PROPTAX Current Tax 248-858-0025 14 PROPTAX Current Tax 248-858-0025 15 PROPTAX Current Tax 248-858-0025 16 PROPTAX Current Tax 248-858-0025 17 DELTAX Delinquent Tax 248-452-2152 Delinquent Tax Published Number 248-858-0611 18 DELTAX Delinquent Tax 248-452-2152 Front ended by an automated call agent. Option 1 transfers to IVR. 19 DELTAX Delinquent Tax 248-452-2152 20 DELTAX Delinquent Tax 248-452-2152 21 DELTAX Delinquent Tax 248-452-2152 22 DELTAX Delinquent Tax 248-452-2152 23 DELTAX Delinquent Tax 248-452-2152 24 DELTAX Delinquent Tax 248-452-2152 50

PM LTC 0 15 Production Server - 2nd T1 Line Jury Published Number 248-858-0029 Port # Service Description VDN # Connects directly to IVR. 1 JURYIVR Jury System 001-333-5200 2 JURYIVR Jury System 001-333-5200 3 JURYIVR Jury System 001-333-5200 4 JURYIVR Jury System 001-333-5200 5 JURYIVR Jury System 001-333-5200 6 JURYIVR Jury System 001-333-5200 7 JURYIVR Jury System 001-333-5200 8 JURYIVR Jury System 001-333-5200 9 JURY2WOUT Jury - Outbound (Call Forwarding) 10 JURY2WOUT Jury - Outbound (Call Forwarding) 11 JURY2WOUT Jury - Outbound (Call Forwarding) 12 JURY2WOUT Jury - Outbound (Call Forwarding) 13 JURY2WOUT Jury - Outbound (Call Forwarding) 14 JURY2WOUT Jury - Outbound (Call Forwarding) 15 JURY2WOUT Jury - Outbound (Call Forwarding) 16 JURY2WOUT Jury - Outbound (Call Forwarding) 17 Vacant Vacant 18 Vacant Vacant 19 Vacant Vacant 20 Vacant Vacant 21 Vacant Vacant 22 Vacant Vacant 23 Vacant Vacant 24 Vacant Vacant 51

PM DTCI 0 19 Test Server Port # Service Description VDN # 1 PROPTST Current Tax 248-858-9299 2 PROPTST Current Tax 248-858-9299 3 DELTST Delinquent Tax 248-975-9758 4 DELTST Delinquent Tax 248-975-9758 5 JURYTST Jury 248-858-2085 6 OUT10DIGIT_TST Outbound Dialing (Call- Forwarding) 7 Vacant 8 Vacant 9 Vacant 10 Vacant 11 Vacant 12 Vacant 13 Vacant 14 Vacant 15 Vacant 16 Vacant 17 Vacant 18 Vacant 19 Vacant 20 Vacant 21 Vacant 22 Vacant 23 Vacant 24 Vacant 52

APPENDIX B TECHNICAL REQUIREMENTS RESPONSE TABLES B-1. Technical Requirements Response Table Priority Existing Planned Future Custom (High, Med, Ability Release (Release Modification Number IVR Technical Requirements Type Low) (Yes, No) Number and Date) (Yes, No) 1. The vendor must provide a proven IVR solution. Provide current High examples of your solution in action. 2. The vendor will conduct detailed requirements gathering to determine High scope of Oakland County IVR solution. 3. The vendor is responsible for the onsite implementation of the IVR High solution. Please identify if an affiliate/partner is used. 4. The vendor provides installation of all equipment required with minimal High involvement of County staff. 5. The vendor will provide assistance with configuration of telephone, High database, Internet and LAN connectivity, and configuration of firewalls and proxies. 6. The vendor will convert existing IVR application coding to work within the High new solution AND/OR create new IVR application coding that meets Oakland County requirements. 53

7. The vendor will provide details on the bandwidth requirements for the IVR solution (i.e. database access, web services, etc.). High 8. After installation, the vendor will calibrate the IVR audio for the highest quality possible. High 9. The vendor supplies the IVR audio recording and encoding equipment. High 10. The vendor provides a secure and scalable hosting solution. High 11. The IVR System will comply with PCI Data Security Standards 12. The IVR System wil not store credit card or bank account numbers 13. The IVR system operates 24 hours / 7 days a week / 365 days a year with a minimum uptime of 99%. High 54

14. The vendor provides ongoing 24 hour / 7 days a week support. This includes core helpdesk/phone support during business hours Monday through Friday. 15. The vendor will notify the County of any planned outages or maintenance issues. High High 16. The vendor will monitor the system and provide identification, notification and resolution of any unplanned outages. High 17. The vendor will identify the system architecture (type of servers, server locations, load-balancing, etc.). High 18. The vendor will identify the redundancy and data backup procedures of the IVR solution. High 19. The vendor will provide the business continuity plan to ensure recovery of the entire system within 72 hours. High 20. The vendor must identify any third-party plug-ins that is required for the IVR solution to function properly. High 55

21. The vendor solution includes all hardware and software upgrades and enhancements. High 22. The vendor will provide operation (onsite or remote) of all equipment provided. If onsite, explain if a control room location will have to be provided. High 56

B-2. IVR Hardware, Software, Peripheral Requirements Table Hardware Qty. Manufacturer Part Number Description Equivalent (Y/N) Software Qty. Manufacturer Part Number Description Equivalent (Y/N) Peripheral Devices Qty. Manufacturer Part Number Description Equivalent (Y/N) If equivalent or similar manufacturer and part number will be acceptable, please mark a Y in the Equivalent column. If equivalent or similar manufacturer and part number will not be acceptable, please mark an N in the Equivalent column. 57

APPENDIX C IMPLEMENTATION SERVICES RESPONSE TABLES C-1. IVR Implementation Plan Phase/ Dependencies Oakland Activity/ Skill with Other County Respondent Begin Date Task ID Task Description Type Tasks Estimate Estimate End Date 000000 Project Management 010000 Technical Design and Installation 010001 Define IVR application requirements 010002 Convert existing IVR application coding AND/OR create new IVR application that meets Oakland County requirements 020000 Education, Marketing and Policies 030000 Implementation 030001 Redundancy, data backup, and business continuity plan to ensure recovery of the entire system within 72 hours 58

Phase/ Dependencies Oakland Activity/ Skill with Other County Respondent Begin Date Task ID Task Description Type Tasks Estimate Estimate End Date 040000 Post Implementation Support 59

APPENDIX D COST RESPONSE TABLES Respondents should identify inapplicable costs with an N/A. D-1A. Summary of Mandatory System Costs Table. Cost Description Hardware and/or Hosting Fees Software Licensing Implementation/Professional Services System Support & Maintenance Other One-Time Cost On-Going N/A Total Mandatory Costs D-1B. Summary of Desirable System Costs Table. Cost Description Hardware and/or Hosting Fees Software Licensing Implementation/Professional Services System Support & Maintenance Other One-Time Cost On-Going N/A Total Desirable Costs 60

D-2A. Mandatory Software Licensing Detail Costs Table. Customization Purchase On-Going Software Description (Y/N) Price Support Cost Total Mandatory Software License Total costs listed in Table D-2A. Mandatory Software Licensing Detail Costs Table should be carried over to Table D-1A. Summary of Mandatory System Costs Table for Software Licensing. D-2B. Desirable Software Licensing Detail Costs Table. Customization Purchase On-Going Software Description (Y/N) Price Support Cost Total Desirable Software License Total costs listed in Table D-2B. Desirable Software Licensing Detail Costs Table should be carried over to Table D-1B. Summary of Desirable Costs Table for Software Licensing. Please List Software Licensing Cost Assumptions Below: 1. 61

Note: All software (Application, Desktop, or Supporting) that Oakland County will be required to license and implement to achieve the specifications in Section 1 through Section 9 of this RFP must be listed in Table D-2A Recommended Software Licensing Detail Costs Table, Table D-2B Desirable Software Licensing Detail Costs Table, or Table B-2 Hardware, Software, Peripheral Requirements Table. If software that is NOT listed is subsequently determined by Oakland County or vendor to be required, then vendor shall provide such software to Oakland County at no charge beyond annual support fees. 62

D-3A. Mandatory Implementation Services Detail Costs Table. Rate Per Extended Year Year 3 Service Description Units Unit (RPU) Cost 2 RPU RPU System Setup and Configuration System User Training (Train the Trainer) Implementation and Launch Support. Post Implementation Support. Project Management Other Total Mandatory Implementation Services Total costs listed in Table D-3A. Mandatory Implementation Services Detail Costs Table should be carried over to Table D-1A. Summary of Mandatory System Costs Table for Implementation Services as one-time costs. Assume Implementation Services will not have associated on-going costs. If Oakland County requests services for future years, please provide rate per unit for Year 2 and Year 3 after initial implementation, but do not carry forward to Table D-1A. 63

D-3B. Desirable Implementation Services Detail Costs Table. Rate Per Extended Extended Unit One-Time Ongoing Year Year 3 Service Description Units (RPU) Cost Cost 2 RPU RPU System User Training (Enduser Training) Other N/A Total Desirable Implementation Services Total costs listed in Table D-3B. Desirable Implementation Services Detail Costs Table should be carried over to Table D-1B, Summary of Desirable System Costs Table for Implementation Services. Assume that Annual Consulting services will have no one-time costs and will only have associated on-going costs. If Oakland County requests services for future years, please provide rate per unit for Year 2 and Year 3 after initial implementation, but do not carry over to Table D-1B. D-3C. Core Team Training Plan Units Extended Number Per Unit One-Time Documentation Course Course Description Sessions Session Rate Cost Cost Total Total Mandatory Core Team Training Plan 64

Total costs listed in Table D-3C. Core Team Training Plan should be carried over to Table D-3A. Mandatory Implementation Services Detail Costs Table as onetime costs for Core Team Training. Assume Training Plan costs will not have associated on-going costs. Please List Implementation Services Including Training Plan Cost Assumptions Below: 1. 65

D-4A. Mandatory System Support & Maintenance Detail Costs Table Support/ Maintenance Cost Extended One- Extended On- Program Description Units Per Unit Time Cost Going Cost Total Mandatory Software Support & Maintenance Costs Total costs listed in Table D-4A. Mandatory System Support & Maintenance Detail Costs Table should be carried over to Table D-1A. Summary of Mandatory System Costs Table for System Support & Maintenance. Assume System Support & Maintenance Costs will have associated on-going costs only. If purchase of support and maintenance agreement is required during year 1 for implementation, please place that cost in the Extended One-Time Cost column. If applicable, be specific regarding maintenance cost of Oakland County customizations and 3 rd party software required for proposed solution. D-4B. Desirable System Support & Maintenance Detail Costs Table. Support/ Maintenance Cost Extended One- Extended On- Program Description Units Per Unit Time Cost Going Cost Total Desirable Software Support & Maintenance Costs Total costs listed in Table D-4B. Desirable System Support & Maintenance Detail Costs Table should be carried over to Table D-1B. Summary of Desirable Costs Table for System Support & Maintenance. Assume System Support & 66

Maintenance Costs will have associated on-going costs only. If purchase of support and maintenance agreement is required during year 1 for implementation, please place that cost in the Extended One-Time Cost column. If applicable, be specific regarding maintenance cost of Oakland County customizations and 3 rd party software required for proposed solution. Please List Support and Maintenance Cost Assumptions Below: 1. 67

D-5A. Mandatory Other Detail Costs Table Cost Extended One- Extended On- Other Costs Description Units Per Unit Time Cost Going Cost Total Mandatory Other Costs Total costs listed in Table D-5A. Mandatory Other Detail Costs Table should be carried over to Table D-1A. Summary of Mandatory System Costs Table for Other. D-5B. Desirable Other Detail Costs Table Cost Extended One- Extended On- Other Costs Description Units Per Unit Time Cost Going Cost Total Desirable Other Costs Total costs listed in Table D-5B. Desirable Other Detail Costs Table should be carried over to Table D-1B. Summary of Desirable System Costs Table for Other. Please List Other Cost Assumptions Below: 1. 68

ATTACHMENT 1 OAKLAND COUNTY PROFESSIONAL SERVICES CONTRACT Please refer to attached Professional Services Contract. 69