Request For Proposal (rfp) #


Information About The Procurement Process And Subsequent Contract



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1. Information About The Procurement Process And Subsequent Contract

A. Procurement and Contract Documents

_____________________________



B. Point of Contact for this RFP

________________________

________________________

________________________

________________________


  1. Submittal of Questions

Respondents will have until ___________________________ to submit questions in writing regarding this RFP. Each question shall, to the highest degree possible, cite the specific RFP section and paragraph number(s) to which the question refers. Any questions received by ____________ prior to the date and time above will be answered in a question and answer document issued by _______. Only answers provided in will be considered official.


All query submissions must include the identity of the sender, sender's title, firm name,

mailing address, telephone number, and facsimile number or e-mail address as applicable.


Questions must be submitted to _____________________ via fax, e-mail, mail, or hand delivery using the Point Of Contact information found in II.1.B., above. _______ is not responsible for questions received after the submittal deadline. Answers to questions will be made available on _________________________________________ by ________________________. Only information in the materials constituting this RFP, including its attachments, exhibits, and forms, the question and answer document, and any RFP addendum shall be binding on ____________.
2. Respondent’s Submission Requirements
A. Respondent Forms
______________ will not sign nor agree to be bound by any form documents or agreements of the Respondent. Should the Respondent desire to expound on how the Respondent will satisfy the specifications, terms and conditions of this solicitation, the Respondent shall do so without referral to any form documents or agreements.

B. Responsibilities of the Respondent

Respondent must adhere to the following guidelines:



  • Any assumptions made must be identified in a clear manner and presented in written format;

  • All required items must be received no later than ________________;

  • ______________ will not return any submission.

C. Respondent Minimum Qualifications

In order to be selected for this assignment, the Respondent must demonstrate a

minimum of five (5) years of designing and providing a managed post-call survey program.



D. Submission Of Response


  1. The Respondent shall submit RFP Response in accordance with the below

requirements.
The Respondent shall submit an electronic copy.
If supplemental materials (e.g., respondent’s own forms) are included with

the response, these must be in electronic form.


All documentation becomes the property of _________ and will not be

returned.


2. The Respondent’s Response shall be received no later than _________.



Responses shall be sent to:

[NAME]


[EMIAL]


3. Responses shall be clearly marked in the lower left-hand

corner with the following:

RFP No. _____________

Post-call Surveys

Due Date: ___________________


4. THE RESPONSE SHALL BE RECEIVED BY _______ BY THE REQUIRED DEADLINE. THE TIME AND DATE STAMP OF ____ WILL BE THE FINAL DETERMINANT OF WHETHER AN OFFER HAS BEEN TIMELY RECEIVED BY THE PURCHASING DEPARTMENT.
E. Waiver of Claims
By submitting an Response, the Respondent agrees to waive any claim it has or may have against _____, ______ board members and/or _______ employees, arising out of or in connection with the administration, evaluation, or recommendation of any Offer, the waiver of any requirements under the RFP, the acceptance or rejection of any Response, and/or the award of the Contract.
F. Disclosure of Offers Under The Public Information Act
[DELETE IF NOT NEEDED]
G. Organization, Content, and Requirements of Submitted Offer
The submitted Offers shall be entitled “POST-CALL SURVEY” and shall clearly show the due date and time.
The Respondent’s submitted Offer shall include all information formatted as required below. The Respondents shall provide their best response to the specifications, terms and conditions contained in this RFP. Each Respondent shall be solely responsible for its thorough understanding of the RFP, including its attachments, exhibits, and forms. In addition, each Respondent shall be solely responsible for its Response and all documentation submitted. Respondents are cautioned to pay particular attention to the clarity and completeness of their Response. The clarity and completeness of a Response may be considered by evaluators. __________has no responsibility to point out weaknesses in a Response that results from a lack of diligence, competence or inventiveness.

Tab 1. PROJECT OVERVIEW
The Respondent shall provide a concise description of its approach to meeting requirements for the Post-call Survey Project. The Respondent shall include the highlights of the Respondent’s Offer, including an overview of its plan and/or schedule. Unique characteristics of the Respondent’s Offer shall be emphasized.
Tab 2. QUESTIONNAIRE AND WRITTEN RESPONSES
The Respondent shall provide written responses to the following questions, reproducing the questions with each answer.
1. How long has your firm been in the business of providing post-call

survey services?




  1. Describe your firm’s experience in performing contracts of similar scope

to the work outlined in this RFP.
3. Explain your firm’s comprehensive understanding of leading practices in the field of post-call surveying.
4. Discuss your process for determining how to leverage the survey data collection system with our existing telephony/IT infrastructure.


  1. Discuss how your design process will produce a customized telephone

survey that meets the needs of __________.


  1. Discuss how your firm will benchmark results over multiple time

frames.


  1. Discuss your ability to customize reports for the needs of _____. Include sample reports.



  1. Discuss your standard response time for analyzed survey results.




  1. Discuss your ability to provide ongoing feedback during the program.




  1. Provide a description of the valid and reliable metrics used in the survey.




  1. Describe the security procedures to protect both hard copy data and electronic information from intrusion.




  1. Describe the firm’s business continuity plan that provides for the recovery of the firm’s electronic data and data processing equipment and which assures that the data processing system will be operational within ten (10) calendar days of a natural disaster, or any other business interruption, whether natural or otherwise.


Tab 3. PROJECT UNDERSTANDING
The Respondent shall explain their understanding of the requirements of this project. A statement indicating that you “understand the requirements and will comply” is unacceptable.

Tab 4. METHODOLOGY

Respondent shall describe in detail the specific methodology to be used for required services identified in the Technical Specifications, Section V, of this RFO. At a minimum, the vendor shall address all steps necessary to create, implement, conduct and refine an initial survey on behalf of ________. This shall also address the data and reports that can be expected by __________.


Tab 5. PRELIMINARY PROJECT PLAN
Respondent shall provide a preliminary project plan with an estimated timeline and the resource requirements needed to successfully complete the project. Resource requirements shall include required input from ______ staff and an estimate of the amount of __________ staff time required.
Tab 6. REFERENCES
Respondent shall provide a minimum of three (3) references. Each reference shall be for the performance of similar post-call survey services. Each reference shall include company or entity name, contact name and phone number.
Tab 7. EXCEPTIONS
Any exceptions to the specifications, terms and conditions of the RFP shall be explicitly set forth here. If there are no exceptions, the Respondent shall explicitly state that the Respondent takes no exception to the RFP’s specifications, terms, and conditions. Any exception may result in this solicitation not being awarded to the Respondent.
Tab 8. SUPPLEMENTAL INFORMATION
Each Respondent may present any supplemental information that the Respondent deems appropriate as long as each copy of the submitted Offer contains such supplemental information.

Tab 9. DIVERSITY VENDOR PROGRAM
The ____Diversity Vendor Program is designed to foster long-term relationships between prime contractors and Historically Underutilized Businesses (HUBs), and to increase the percentage of HUBs contracting with ______ or receiving subcontracts under a ______ contract. It is the intent of the ____ Diversity Vendor Program to build effective working relationships between leaders of mature, established companies and emerging minority and women-owned companies in order for the latter to benefit from the knowledge and experience of the established firms.

  • Does your company currently have a similar program established? If so, please describe.

  • Is your company interested in learning more about the Diversity Vendor Program?

  • If yes, please provide contact name and phone number of person to receive additional information regarding this program.


Tab 10. RESPONDENT’S DOCUMENTS
If the Respondent plans to include any additional terms and conditions as part of their Response, those documents or terms shall be attached with the Respondent’s Response. Any such documents or terms will be collectively referred to in this RFP as “Respondent’s Documents.” Respondents shall include all proposed Respondent Documents with their Response. ___________ reserves the right, at its sole discretion, to amend Respondent’s Documents to conform to this RFP and offer them to the Respondent for approval and signature prior to issuance of any PO resulting from this RFP. Respondent’s Documents that are (1) submitted as part of the Response and (2) amended to conform to the RFP and PO in the described manner will be incorporated as part of the PO. Respondent’s Documents that are not submitted with their Offer will not be accepted nor considered part of the Offer or any resulting PO.


Tab 11. RESPONDENT FORM REQUIREMENTS

All forms attached and labeled as Forms A through D and shall be incorporated into any

resulting Contract/Purchase Order. Failure to complete, sign, and/or return Form


  1. Pricing - RFP #_____________may result in disqualification of the

Respondent’s Offer.
The awarded Vendor and each of their assigned personnel will be required to comply with and sign Form B prior to the start of this assignment. Respondent shall indicate in this section their understanding of this requirement and their willingness to comply. Failure to comply with this requirement may result in the disqualification of the Respondent.
Form A- Pricing - RFP #___________shall be completed and attached here.

Form shall be filled out in its entirety and shall include the signature of

the Respondent’s authorized agent. Failure to include this signature or

return this form may be cause to disqualify the submitted Offer.



Form B- Confidentiality Form
III. GENERAL CONTRACTUAL INFORMATION- PART I
1. Accuracy Of Response
Respondent’s Response shall be represented to be true and correct and shall contain no cause for claim of omission or error. Offer may be withdrawn in writing or by facsimile (provided that the facsimile is signed and dated by the Respondent’s authorized representative) at any time prior to the opening hour. However, no Response may be withdrawn for a period of 120 calendar days subsequent to the opening of responses without the prior written approval of __________, or their designee, the Purchasing Manager.
2. Addenda
If specifications are revised, the _____________will issue an addendum addressing the nature of the change. Respondents must sign and include any addendum in their response package.
3. Evaluation Criteria For Award
Evaluation and selection of a Vendor will be based upon the response to the requirements presented in this RFP. Special attention will be given to the knowledge and experience of the proposed personnel, the creative approach, account management practices, and the value of services provided by the Respondent. ____________is not required to select the lowest priced offer, but may elect the offer that in its judgment represents the best combination of demonstrated competence, experience, knowledge, qualifications, and reasonableness of the proposed fees for the services.
__________ specifically reserves the right not to award this project to any Respondent that _________considers to be non-responsible and/or to make no award of this RFP at all.
4. Best And Final Offer Discussion
After Responses are opened and evaluated, an award may be made without discussing the Response with any of the Vendors. ____________ reserves the right to have or not have a Best and Final Offer (BAFO). If ________elects to have a BAFO, it may conduct discussions with Respondents who submitted acceptable or potentially acceptable responses. In this context, “discussions” means clarifying, modifying, and/or negotiating. However, after the initial evaluation, ________ may determine it is necessary to discuss acceptable or potentially acceptable responses with Respondents in order to determine a Respondent’s ability to meet the RFP requirements. If discussions are conducted for this purpose, Respondents whose responses are found to be acceptable or potentially acceptable may be given equal opportunity to discuss their response with ______ and resubmit them accordingly. In this context “potentially acceptable” means reasonably susceptible to being made acceptable. No changes to responses or prices shall be allowed after BAFOs are received unless ______, in its sole discretion, determines that resubmission would be in the best interest of __________.
5. Award Of Request For Proposal
_________reserves the right to select the response containing the best value considering the services proposed. ________ may or may not select the Offer with the lowest fee offer. Cost will not be the only consideration.
Pricing proposed by Respondent will be used for evaluation purposes.
Award, if made, will be after evaluation and review of all responses received.
___________reserves the right to reject any and/or all responses, as may be most beneficial to ___________.
Offers submitted in response to this solicitation are irrevocable for 120 calendar days following the closing date. This period may only be extended at the request of the Purchasing Manager or his/her designated agent, with Respondent’s written agreement.
Based upon the submitted offers, we may elect to formally interview Respondents. If

so, __________will contact the selected Respondent to schedule an interview.


A. Respondent shall be available for an interview approximately three (3) to seven (7) calendar days after the RFP opening. Respondents who are not available within this time frame may be eliminated from consideration.
B. Award of the purchase order may be based upon this interview. ______ will consider the overall technical qualifications as assessed in the interview in addition to the overall assessment of Respondent.
6. Respondent Affirmations
Signing any response to this RFP with a false statement is a material breach of contract and shall void the submitted response or any resulting contract, and the Respondent shall be removed from all bid lists. By signature thereon affixed, the Respondent thereby certifies that:
A. The Respondent has not given, offered to give, nor intends to give at any time hereafter any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor or service to a public servant in connection with the submitted response. Violation of this requirement may result in the termination of the Agreement at the discretion of ______.


  1. The Respondent certifies by signature hereon that either (a) its taxes are current, or (b) it is not subject to tax. Making a false statement as to corporate franchise status with regard to a contract shall be grounds for the cancellation of this Agreement at the option of ________.




  1. Neither the Respondent nor the firm, corporation or partnership or institution represented by the Respondent, or anyone acting for such firm, corporation or institution has violated the antitrust laws of this State, or the Federal Antitrust Laws, and has not communicated, directly or indirectly, their response to any competitor or any other person engaged in such line of business.





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