Request For Proposal (rfp) #
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- 7. Implementation
- 12. Service and Support
- 13. Security and Privacy
- Basis for Determining Cost
- Confidentiality Policy
6. Survey CharacteristicsCallers will be given the opportunity to take an automated telephone survey, which shall include options to indicate satisfaction or dissatisfaction and/or to address a specific problem. B. Information gathered from the call shall be forwarded for scoring and analysis and/or a real-time alert. C. Data collection engines shall be flexible and customizable. D. All customer feedback shall be captured, transcribed and reviewed by a survey calibration team. Any scoring errors shall be identified. E. Vendor shall perform ongoing measurement of the program. F. Vendor program shall enable caller to define metrics through quantification of the occurrence of problems and/or issues. G. Resolutions metrics to track and be improved upon shall be included in reporting. H. Survey system shall have skip patterns, comment capture, and unlimited length capabilities. 7. ImplementationUpon _____’ approval of the design, Vendor shall program and professionally record the survey. After review and approval by ____, Vendor shall implement the survey based upon instructions from _____. 8. Survey Calibration Vendor shall provide a back-end survey calibration process that ensures accurate and reliable results, wherein Vendor transcribes and reviews every customer comment for every survey collected to increase accuracy in the event of response errors. Incorrectly assigned or scored surveys will be adjusted (moved) and noted in the reporting systems. Calibrated surveys will be loaded into the reporting tool within two business days of data collection. 9. R eporting Vendor shall provide reporting in numerous forms and formats, working with ____ to determine hierarchy. Reporting of raw data shall be available in real-time via online secure web portal with restricted access to specific users; cleansed data shall be available at various intervals. Reporting shall be customizable and provided at a variety of levels (e.g., company level, center level, skill/gate level, team level, individual agent level). Further, Vendor shall provide data feeds for performance management systems and quality monitoring systems. The following are sample questions for reporting at various levels (certain questions may be appropriate only for certain levels): How is the organization serving customers? How is each center doing compared to other centers? What is the performance level of each skill group? What improvements do we have based on the drivers of satisfaction analysis? How is the satisfaction index for each center tracking over time? What coaching and training can be put in place for the team or a specific agent? How will callers evaluate agents? What is good or bad about service? What specific improvements were suggested by the caller? Vendor shall provide a link between the customer’s evaluation and the specific agent who provided the service. 10. Benchmarking Vendor shall provide benchmark reports, with the capacity to accommodate multiple time frames. High-level data must be viewable through dashboards or by selecting a specific report and date range. 11. Storage Vendor must store all survey data in perpetuity in a database with a complete system backup; information may be moved after one year to an offsite storage facility. 12. Service and SupportVendor shall be available to ____ through a variety of channels at multiple levels. Vendor must be constantly available to address issues that are extremely time-sensitive and important to customer service management. Vendor shall provide to ____ a dedicated project manager as the central point of contact. The _____ Project Manager shall have open access to the Vendor Project Manager and backups. 13. Security and PrivacyVendor shall use multiple firewalls and intrusion detection systems. Access to all servers shall be restricted. No non-public information may be collected, unless there is a business need to collect such information, in which case Vendor will work with _____ to ensure adherence to all privacy policies. 14. Software Updates and Releases As a hosted data collection solution, Vendor shall install any necessary software updates and provide unlimited free updates and free new software releases for the life of the ____ program. 15. Training and Consulting Technical training of ____ shall not be required for this fully hosted service. However, Vendor shall regularly provide necessary training and support to ____ for report interpretation and alert processing. Further, Vendor shall offer a process improvement program and support with creating incentive programs, value calculations and modeling, and key performance indicators. 16. Optional Services During the term of this agreement and any of its renewals, ____ may request additional services from the Vendor. If such services are desired, ___ will work with the Vendor to identify the requirements for each, the applicable acceptance criteria, and will request pricing from the Vendor to perform the services. If ____ chooses to proceed, ____will issue a written order authorizing the work. Form A Pricing - RFP #____________ Respondent shall attach a price list detailing any and all costs associated with providing a hosted real-time, post-call automated telephone survey, as described above and as detail in the Respondent’s Offer. Costs shall include all items such as licensing, hardware, software, training, report readout, telecommunications, and program support. Should ____ choose to award to the Respondent, _____ will not be responsible for any charges not so identified on the submitted price list. The price list shall also include any possible additional costs (e.g., comment coding, written reports, annual key driver analysis, on-site visitation, Spanish survey), as well as any possible Provide any possible optional costs (e.g., management consulting; PhD-level strategy consulting). Respondent shall provide a detailed description for each possible additional or optional cost. Basis for Determining CostSample Survey CostIn order to evaluate the proposed pricing, Respondent shall use the pricing provided on the price list to determine the cost of conducting an initial survey as described below. Respondent is solely responsible for including all associated costs in the below Basis for Determining Cost. Should _____ award to the Respondent, ____ will not pay for any charges not specifically identified below unless the change was caused by a change in scope by _____.This Basis for Determining Cost is provided for EVALUATION purposes only and is not intended to be an estimation of actual amount of work to be performed Respondent shall clearly state any and all specific costs associated with providing the following services. As a minimum, description of cost, unit cost, quantity, and cost extension shall be provided in the spaces provided below. Respondent may attach an additional sheet, if necessary. A. Initial setup (non-repeating) for surveying service using ten (10) questions B. Surveying service for 400 surveys for first month C. Refining survey by altering two (2) questions D. Surveying service for 400 surveys per month for twelve (12) months E. Transcription for 200 transcriptions per month F. Professional service fees for twelve (12) months F. Total cost for twelve (12) months Please Provide Details and Costs Below ______________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Total Costs All Items: $________________________ Vendor Name: _______________________________________VID #_____________________ Address: _____________________________________________________________________ City/State/Zip: ________________________________________________________________ Vendor Contact: _______________________________________________________________ E-mail Address:________________________________________________________________ Phone No: ___________________________ Fax: ____________________________________ Respondent’s authorized agent must sign below. Failure to sign will disqualify this Offer. ____________________________________ _________________________________ Signature Date THIS PAGE SHALL BE RETURNED WITH OFFER OR OFFER MAY BE DISQUALIFIED Form B Confidentiality Policy
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