Request For Proposal (rfp) #

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1. Introduction and Background

Post-call Telephone Survey

Request For Proposal (RFP) #____________

Date: ____________

Company info:

[NAME]

[DATE]

[CONTACT]

[PHONE]

[EMAIL]

Table Of Contents

I. DESCRIPTION OF PROCUREMENT

Introduction and Background……………….………………………………………………………. 4

2. Scope of Work…………………………………………………………………………………………. 4

3. Deadline for Submission of Offer……………………………………………………………………. 4

4. Calendar of Events……………………………………………………………………………………. 4
II. GENERAL OFFER SUBMITTAL INFORMATION

1. Information About the Procurement Process and Subsequent Contract…………………………. 5

2. Respondent Offer Submission Requirements………………………………………………….…… 6

III. GENERAL CONTRACT INFORMATION- PART I

1. Accuracy of Response…..…………………………………………………………………………... 12

2. Addenda……………………………………………………………………………………………… 12

3. Evaluation Criteria for Award……………………………………………………………………… 12

4. Best and Final Offer Discussion…………………………………………………………………….. 13

5. Award of Request for Offer…………………………………………………………………….…… 13

6. Respondent Affirmations………………………………………………………………………….… 14

7. Historically Underutilized Business/Good Faith Effort Program………………………………... 17

8. Governing Forms…………………………………………………………………………….……… 17

9. Governing Law………………………………………………………………………………………. 17

10. Subcontractors……………………………………………………………………………………... 17

11. Personnel……………………………………………………………………………………………... 18

12. Background Checks…………………………………………………………………………………. 19

13. Travel……………………………………………………………………………………………….… 19

14. Enforceability of Provisions………………………………………………………………………… 19

15. Appropriations Funding……………………..……………………………………………………… 19

16. Assignment of Claims……………………………………………………………………………….. 20

17. Vendor Indemnifications……………………………………………………………………………. 20

18. Liability for Damage to Property and Injuries to Persons………………………………………... 20

19. Insurance……………………………………………………………………………………………... 21

20. News Releases or Pronouncements……..…………………………………………………………… 22

21. Non-Release from Liability or Obligation…………………………………………………….……. 22

22. Security and Confidentiality…………………………………………………………..….…………. 22

23. Records Retention and Inspection………………………………………………………………….. 23

24. Civil Rights…………………………………………………………………………………………… 23

25. Auditing……………..………………………………………………………………………………... 23

26. Alterations, Additions, and Deletions………………………………………………………………. 23
IV. GENERAL CONTRACT INFORMATION- PART II

1. Contract Term……………………………………………………………………………………….. 23

2. Renewal………………………………………………………………………………………………. 23

3. Termination………………………………………………………………………………………….. 24

4. Personnel Work Hours……………………………………………………………………………… 24

5. Amendments to Contract………………………………………………………………………….… 25

6. Pricing..………………………………………………………………………………………….……. 25

7. Warranty……………………………………………………………………………………………... 25

8. Acceptance, Invoicing, and Payment………………………………………………………….……. 25
V. TECHNICAL SPECIFICATIONS

1. Summary of Key Objectives…………………………………………………………………………. 27

2. Call Center and Infrastructure……………………………………………………………………... 27

3. Project Schedule and Change Management………………………………………………………. 28

Survey Design…………………………………………………………………………………………28
Real-Time Alerts…………………………………………………………………………………….. 28
Survey Characteristics………………………………………………………………………………. 29
Implementation………………………………………………………………………………………. 29
Calibration…………………………………………………………………………………………….29
Reporting………………………………………………………………………………………………29
Benchmarking…………………………………………………………………………………………30
Storage…………………………………………………………………………………………………30
Service and Support…………………………………………………………………………………..30
Security and Privacy……………….……………………………………………………………….. 30
Software Updates and Releases………………………………………………………………………30
Training and Consulting…………………………………………………………………………….. 31
Optional Services……………………………………………………………………………………. 31

FORM A: Pricing Form…………………………………………………………………………………………. 32

FORM B: Confidentiality Policy……………………………………………………………………………….. 34

I. DESCRIPTION OF PROCUREMENT

1. Introduction and Background

2. Scope of Work

____ seeks the services of a vendor to design, implement and operate a flexible and customizable real-time post call telephone survey in order to measure satisfaction with our services, as described in this document. Survey must be a fully hosted turnkey operation.

3. Deadline for Submission of Offer

The deadline for submitting a response: ________

4. Calendar Of Events

This information is provided for planning purposes only

DATE	EVENT
	Posted
	Deadline for Respondent Written Questions
	Responses to Questions Posted
	Respondent Responses to RFP Due
	Possible Interviews with Proposed Personnel
	Selection of Vendor
	Start of Contract

II. GENERAL PROPOSAL SUBMITTAL INFORMATION

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