MEMORANDUM
To: Robby Hammond, City Manager
From: Brad Nosler, HiLight General Manager
Date: May 21, 2019
Subject: AnswerNet, Inc. Contract for Inbound Customer Service and Call Center Services ______
Requested City Council Action: Consider Finance Committee’s recommendation to execute a contract with AnswerNet, Inc. to provide after-hours inbound customer service and call center services for the fiber broadband utility.
Background: In 2018, the City committed to expanding its fiber optic network to include the ability to provide internet service to residents, businesses, and organizations in Hillsboro. Work has progressed on the construction of the network, as well as the development of the internet service and planning for future operations.
Growing connectivity and delivering great internet and voice services to both residents and businesses is the primary focus of HiLight. But, delivering outstanding customer experiences and responsive, knowledgeable service is an equal priority. Providing this seamless service to customers who call us outside of the hours staffed by HiLight personnel is key.
AnswerNet, Inc. was selected as the partner for after-hours inbound customer service and call center services. They provide professional, well-trained inbound and bilingual service agents that will represent HiLight and can serve customers during time periods that would be considered “after-hours” (generally evenings and weekends). AnswerNet agents will be thoroughly trained on HiLight products, services, pricing, processes and operating system software, and will be prepared to serve Hillsboro residents and businesses from their call center facility in Gresham, Oregon.
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Cost: Total contract value and overall costs will depend on the number of agent hours utilized, based on the following pricing:
Staffing: Dedicated Agents $34.00 per hour Shared Agents $600/500 Minutes
Set-Up: Agent Training $24.00 per hour Account Programming $100.00 per hour
As preliminary estimates, we would expect to be utilizing a flexible and modifiable combination of AnswerNet Dedicated and Shared agents to cover approximately 65 hours at a total approximate annual expense of $150,000. These costs will fluctuate over time based on our own expanded internal inbound customer service staffing, customer growth, call volume and other factors.
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PROFESSIONAL SERVICES CONTRACT
Contract No. Enter contract number
THIS PROFESSIONAL SERVICES CONTRACT ("Contract") is made by and between the City of Hillsboro, a municipal corporation of the State of Oregon ("City"), and AnswerNet, Inc. ("Contractor"). The parties agree as follows: 1. SCOPE OF WORK. The Contractor shall provide inbound customer service phone answering services to the City (the “Work”), as more particularly described in Exhibit A and Exhibit B of this contract. 2. CONTRACT DOCUMENTS. The contract documents consist of the following, listed in order of precedence: This Contract; Exhibit A: Contractor’s response to RFP 201812-10038; Exhibit B: City’s RFP 201812-10038 Exhibit C: AnswerNet Initial Scope of Service 3. EFFECTIVE DATE AND DURATION OF CONTRACT. This Contract shall become effective on June 1, 2019. Unless earlier terminated, this Contract shall remain in full force and effect until May 31, 2022. Expiration of this Contract shall not extinguish or prejudice City’s right to enforce this Contract with respect to any breach of a warranty of Contractor or any default or defect in Contractor performance that has not been cured. This Contract may be renewed. 4. TIME. Time is of the essence under this Contract. 5. TOTAL CONTRACT VALUE. City agrees to pay Contractor for the work provided under this contract as specified in Exhibit A and Exhibit C. The total contract value, which includes all fees and allowable expenses relating to Contractor’s performance under this Contract, is not to exceed $450,000.00. 6. INVOICING. Contractor shall invoice and City shall make payment as per Exhibit A. Contractor shall submit regular invoices for work performed unless otherwise specified in Exhibit A. The invoices shall describe all work performed with particularity, by whom it was performed and shall itemize and explain all expenses for which reimbursement is claimed. The City will not reimburse Contractor for any expenses unless the type, amount and rate of reimbursement are specified in an Exhibit to this contract without any markup by the Contractor. 7. PAYMENT. City shall pay Contractor within 30 days after receiving Contractor’s correct invoice. City shall not pay any amount in excess of the compensation amounts set forth above. In the event City reasonably disputes any fees or costs, City shall not pay Contractor until such dispute is resolved and a reasonable determination of the amount owed by City to Contractor is made by agreement of City and Contractor, or by order of a court of competent jurisdiction.
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8. REIMBURSEABLE EXPENSES. Contractor expenses shall not be reimbursed under this Contract. 9. CHANGES. This Contract, including all exhibits attached hereto, shall not be waived, altered, modified, supplemented, extended or amended, in any manner whatsoever, except by written instrument, executed by both parties. Such waiver, alteration, modification, supplement, extension or amendment, if made, shall be effective only in the specific instance and for the specific purpose given. The parties acknowledge and agree that, to the extent permitted by law, this Contract may be amended to specifically provide for additional Contractor services that are within or directly related to the Scope of Work. 10. KEY PERSONNEL. Contractor acknowledges and agrees that the City selected Contractor for award of this Contract because of the special qualifications of Contractor’s key personnel. Contractor must obtain City’s consent prior to replacing any Key Personnel assigned to perform or support the Work specified in this contract. In the event Contractor requests that City approve a reassignment or transfer of the key personnel, City shall have the right to interview, review the qualifications of, and approve or disapprove the proposed replacement(s). 11. INDEPENDENT CONTRACTOR STATUS/CONTRACTOR WARRANTIES. Contractor shall be free from City’s direction and control over the means and manner of providing the labor or service, subject only to the specifications of the desired results. Contractor is responsible for obtaining all assumed business registrations or professional occupation licenses required by state or local law. Contractor shall furnish the tools or equipment necessary for the contracted labor or services. 11.1. Contractor agrees, represents and certifies that: 11.1.1. Contractor is engaged as an independent contractor and will be responsible for any federal or state taxes applicable to any payments made under this Contract. 11.1.2. Contractor is not eligible for any federal social security, unemployment insurance, pension, PERS or workers’ compensation benefits from compensation or payments paid to Contractor under this Contract. 11.1.3. Contractor agrees and certifies that it has complied and will continue to comply with all Oregon laws relating to the performance of Contractor’s obligations under this Contract. Contractor shall be qualified, professionally competent and duly licensed to perform the work and services at all times during the term of this Contract. 11.1.4. Contractor is not an employee of the City, any special district, local government, the federal government or the State of Oregon. 11.1.5. Contractor has the skill and knowledge possessed by well-informed members of its industry, trade or profession and will apply that skill and knowledge with care and diligence to perform the Work under this Contract in a professional manner and in accordance with standards prevalent in the Contractor’s industry, trade or profession.
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11.1.6. Contractor has the power and authority to enter into and perform this Contract and when executed and delivered, this Contract shall be a valid and binding obligation of Contractor enforceable in accordance with its terms. 11.1.7. Contractor has read, understands and agrees to be bound by each of the terms and conditions of this Contract. 11.1.8. Contractor prepared its Proposal for this Work independently from all other proposers, and without collusion, fraud or other dishonesty. 11.2. Upon City’s request, Contractor shall provide City with evidence reasonably satisfactory to City confirming the foregoing covenants and warranties. The warranties set forth in this paragraph are in addition to, and not in lieu of, any other provided warranties. 12. OTHER CONTRACTORS. City may undertake or award other contracts for additional or related work, and Contractor shall fully cooperate with such additional contractors and with any City employees concerned with such additional or related work, and shall coordinate the performance of work under this Contract and contract documents, with such additional or related work. Contractor shall not commit or permit any act which will interfere with the performance of work by any other Contractor or by any City employee. 13. SUBCONTRACTORS, ASSIGNMENT; SUCCESSORS-IN-INTEREST. Except as specifically authorized in the contract documents, Contractor shall not make any subcontract with any other party for furnishing any of the work and services contemplated under the contract documents or assign or transfer any interest in this Contract, without obtaining the express prior written consent of City. Notwithstanding the foregoing, Contractor reserves the right to provide services under this agreement by or through, and may freely assign this agreement or delegate the duties contained therein to, one or move it its affiliated AnswerNet entities that Contractor has identified in writing to City. In any case, this Contract shall be binding upon and shall inure to the benefit of the parties hereto, and their respective successors and assigns, if any. 14. NO THIRD-PARTY BENEFICIARIES. City and Contractor are the only parties to this Contract and are the only parties entitled to enforce its terms. Nothing in this Contract gives, is intended to give, or shall be construed to give or provide, any benefit or right, whether directly or indirectly or otherwise, to third persons unless such third persons are individually identified by name herein and expressly described as intended beneficiaries of the terms of this Contract. 15. PAYMENT OF LABORERS; PAYMENT OF TAXES. Contractor shall: 15.1. Make payment promptly, as due, to all persons supplying to the Contractor labor and material for the prosecution of the work provided for in the contract documents (ORS 279B.220(1)); 15.2. Pay all contributions or amounts due to the State Accident Insurance Fund incurred in the performance of this Contract (ORS 279B.220(2)); 15.3. Not permit any lien or claim to be filed or prosecuted against the City on account of any labor or material furnished (ORS 279B.220(3)); and
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15.4. Be responsible for all federal, state and local taxes applicable to any compensation or payments paid to the Contractor under this Contract and pay to the Department of Revenue all sums withheld from employees under ORS 316.167. Unless the Contractor is subject to backup withholding, the City will not withhold from such compensation or payments any amount(s) to cover the Contractor's federal or state tax obligation (ORS 279B.220(4)). 15.5. If Contractor fails, neglects or refuses to make prompt payment of any claim for labor or services furnished by any person in connection with this Contract as such claim becomes due, City may pay such claim to the person furnishing the labor or services and charge the amount of the payment against funds due or to become due Contractor by reason of the Contract. 15.6. The payment of a claim in this manner shall not relieve Contractor or Contractor's surety from obligation with respect to any unpaid claims. 15.7. The Contractor shall promptly as due, make payment to any person, co-partnership or association or corporation furnishing medical, surgical and hospital care or other needed care and attention, incident to sickness or injury, to the employee of such Contractor, of all sums which the Contractor agrees to pay for such services and all moneys and sums which the Contractor collected or deducted from the wages of employees pursuant to any law, contract or agreement for the purpose of providing or paying for such service. (ORS 279B.230(1)). 15.8. Contractor and its subcontractors, if any, are subject to Oregon Workers' Compensation Law, which requires all employers that employ subject workers who work under this Contract in the State of Oregon to comply with ORS 656.017 and provide the required workers' compensation coverage, unless such employers are exempt under ORS 656.126. Contractor shall ensure that each of its subcontractors, if any, complies with these requirements (ORS 279B.230(2)). 16. COMPLIANCE WITH APPLICABLE LAW. Contractor shall comply with all federal, state and local laws, regulations, executive orders and ordinances applicable to the Contract. Without limiting the generality of the foregoing, Contractor expressly agrees to comply with the following laws, regulations and executive orders to the extent they are applicable to the Contract: (i) Titles VI and VII of the Civil Rights Act of 1964, as amended; (ii) Sections 503 and 504 of the Rehabilitation Act of 1973, as amended; (iii) the Americans with Disabilities Act of 1990, as amended; (iv) Executive Order 11246, as amended; (v) the Health Insurance Portability and Accountability Act of 1996; (vi) the Age Discrimination in Employment Act of 1967, as amended, and the Age Discrimination Act of 1975, as amended; (vii) the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, as amended; (viii) ORS Chapter 659, as amended; (ix) all regulations and administrative rules established pursuant to the foregoing laws; and (x) all other applicable requirements of federal, state and municipal civil rights and rehabilitation statutes, rules and regulations. These laws, regulations and executive orders are incorporated by reference herein to the extent that they are applicable to the Contract and required by law to be so incorporated. The City’s performance under the Contract is conditioned upon Contractor's compliance with the provisions of ORS 279B.220, 279B.225, 279B.230, and 279B.235 which are incorporated by reference herein.
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17. INSURANCE. 17.1. Contractor shall obtain prior to beginning any work under this Contract and shall maintain in full force and effect for the term of this Contract, at Contractor's expense: 17.1.1. Comprehensive general liability to include bodily injury and property damage for at least $1,000,000 per occurrence and at least $2,000,000 aggregate per project. 17.1.2. Automobile liability with a combined single limit coverage of not less than $1,000,000 to include bodily injury and property damage and shall include coverage for owned, hired and non-owned vehicles, as applicable, for the protection of the Contractor and the City of Hillsboro. 17.1.3. Workers’ Compensation and Employers’ Liability Insurance. Contractor and its subcontractors, if any, are subject to Oregon Workers' Compensation Law, which requires all employers that employ subject workers who work under this Contract in the State of Oregon to comply with ORS 656.017 and provide the required Workers' Compensation coverage, unless such employers are exempt under ORS 656.126. Contractor shall ensure that each of its subcontractors, if any, complies with these requirements (ORS 279B.230(2)). Unless otherwise exempt, Contractor shall provide the City with certification of Workers’ Compensation Insurance and shall maintain Employers’ Liability Insurance with limits not less than $1,000,000 for each accident, $1,000,000 for disease each employee and $1,000,000 each policy limit. 17.2. The policies shall be primary to and non-contributory with any insurance or self-insurance carried by the City, issued by a company authorized to do business in the State of Oregon. The Contractor shall provide the City written notice within thirty (30) days of cancellation or material modification of the insurance contract at the address listed below. Contractor shall provide certificates of insurance and additional insured policy endorsement to City prior to commencement of any work under this Contract. If requested, complete copies of insurance policies shall be provided to City. Contractor shall be financially responsible for all pertinent deductibles, self-insured retentions and/or self-insurance used to satisfy these requirements. 17.3. Contractor shall name the City of Hillsboro, its elected and appointed officials, officers, agents, employees and volunteers as additional insureds. This applies to all Contactor insurance policies required by this contract.
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18. INDEMNIFICATION. Contractor shall indemnify, defend, save and hold harmless the City of Hillsboro, its elected and appointed officials, officers, agents, employees and volunteers against all liability, claims, suits or actions of whatsoever nature, loss or expenses, including attorney fees, and against all claims, actions, judgments based upon or arising out of damage or injury or death to persons or property, but only to the extent caused by an act or omissionby the Contractor and anyone acting on Contractor's behalf in connection with, or incidental to, this Contract or the work to be performed hereunder; provided, however, that nothing herewith shall be construed to require indemnification of City attributable to its own negligence. In addition, Contractor expressly agrees to defend, indemnify and hold the City of Hillsboro, its elected and appointed officials, officers, agents, employees and volunteers against all liability, claims, suits, actions, loss or expenses, including attorney fees, arising out of or related to any claims that the Work, the Work Product, or any other tangible or intangible items delivered to City by Contractor may be the subject of protection under any state or federal intellectual property law or doctrine, or the City’s use thereof, infringes any patent, copyright, trade secret, trademark, trade dress, mask work, utility design or other proprietary right of any third party. Contractor shall provide such indemnification to City for loss or expenses, including reasonable attorney fees, incurred, invoiced, charged or ordered after City has provided Contractor written notice of the claim, suit, or action against City for which such indemnification is sought. Except for gross negligence or willful misconduct by Contractor or their employees, City shall indemnify and hold Contractor harmless from the payment of any and all claims for libel, slander, infringement of copyright arising from documents or information received from City or its agents, including scripts or other specifically directed copy, transmitted over Contractor’s facilities and message errors, including payment of reasonable attorney fees and court costs incurred by Contractor to defend itself against such claims for libel, slander, infringement of copyright.
19. CONFIDENTIALITY. No reports, information and data given to or prepared or assembled by Contractor under the contract documents shall be made available by Contractor to any individual or organization (except City) without the prior written approval of City. 20. RECORDKEEPING. Contractor shall maintain all fiscal records relating to this Contract in accordance with generally accepted accounting principles. In addition, Contractor shall maintain any other records pertinent to this Contract in such a manner as to clearly document the Contractor's performance hereunder. All such fiscal records, books, documents, papers, plans, and writings shall be retained by Contractor and kept accessible for a minimum of six (6) years, except as required longer by law, following final payment and termination of this Contract, or until the conclusion of any audit, controversy or litigation arising out of or related to this Contract, whichever date is later. 21. ACCESS TO RECORDS. Contractor agrees that City and its authorized representatives shall have access to all books, documents, papers and records of the Contractor which are directly related to the Contract for the purpose of making any audit, examination, copies, excerpts and transcripts.
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22. FOREIGN CONTRACTOR. If Contractor is not domiciled in or registered to do business in the State of Oregon, Contractor shall promptly provide to the Oregon Department of Revenue and the Secretary of State Corporation Division all information required by those agencies relative to this Contract. 23. GOVERNING LAW; JURISDICTION; VENUE. This Contract shall be governed and construed in accordance with the laws of the State of Oregon without regard to principles of conflicts of law. Any claim, action, suit or proceeding (collectively, “the claim”) between City and Contractor that arises from or relates to this Contract shall be brought and conducted solely and exclusively within the circuit court of Washington County for the State of Oregon. If the claim must be brought in a federal forum, then it shall be brought and conducted solely and exclusively within the United States District Court for the District of Oregon. Contractor, by its execution of this Contract, hereby consents to the in personam jurisdiction of said courts. 24. OWNERSHIP OF WORK PRODUCT. 24.1. As used in this Paragraph 23, and elsewhere in this Contract, the following terms have the meanings set forth below: 24.1.1. “Contractor Intellectual Property” means any intellectual property owned by Contractor and developed independently from the Work. 24.1.2. “Third Party Intellectual Property” means any intellectual property owned by parties other than City or Contractor. 24.1.3. “Work Product” means every invention, discovery, work of authorship, trade secret or other tangible or intangible item and all intellectual property rights therein that Contractor is required to deliver to City pursuant to the Work. 24.2. All Work Product created by Contractor pursuant to the Work, including derivative works and compilations, and whether or not such Work Product is considered a work made for hire or an employment to invent, shall be the exclusive property of City. City and Contractor agree that such original works of authorship are “work made for hire” of which City is the author within the meaning of the United States Copyright Act. If for any reason the original Work Product created pursuant to the Work is not “work made for hire,” Contractor hereby irrevocably assigns to City any and all of its rights, title, and interest in all original Work Product created pursuant to the Work, whether arising from copyright, patent, trademark, trade secret, or any other state or federal intellectual property law or doctrine. Upon City’s reasonable request, Contractor shall execute such further documents and instruments necessary to fully vest such rights in City. Contractor forever waives any and all rights relating to original Work Product created pursuant to the Work, including without limitation, any and all rights arising under 17 USC §106A or any other rights of identification of authorship or rights of approval, restriction or limitation on use or subsequent modifications.
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24.3. In the event that Work Product created by Contractor under this Contract is Contractor Intellectual Property, a derivative work based on Contractor Intellectual Property, or is a compilation that includes Contractor Intellectual Property, Contractor hereby grants to City an irrevocable, non-exclusive, perpetual, royalty-free license to use, reproduce, prepare derivative works based upon, distribute copies of, perform and display the Contractor Intellectual Property employed in the Work Product, and to authorize others to do the same on City’s behalf. 24.4. In the event that Work Product is Third-Party Intellectual Property, a derivative work based on Third Party Intellectual Property, or a compilation that includes Third-Party Intellectual Property, Contractor shall secure on City’s behalf and in the name of the City, an irrevocable, non-exclusive, perpetual, royalty-free license to use, reproduce, prepare derivative works based upon, distribute copies of, perform and display the Third-Party Intellectual Property employed in the Work Product, and to authorize others to do the same on City’s behalf. 25. ERRORS. Contractor shall perform such additional work as may be necessary to correct errors in the work required under this Contract without undue delays and without additional cost to City. 26. [RESERVED] 27. TERMINATION. 27.1. This Contract may be terminated at any time by mutual consent of both parties. 27.2. Contractor may terminate this Contract upon thirty (30) days’ written notice to City if City fails to pay Contractor pursuant to the terms of this Contract and City fails to cure within thirty (30) days after receipt of Contractor’s notice or such longer period of cure as Contractor may specify in such notice. 27.3. City, in its sole discretion, may terminate this Contract, in whole or in part, upon thirty (30) days notice to Contractor. 27.4. City may terminate this Contract, in whole or in part, immediately upon notice to Contractor, or at such later date as may be established by City in such notice, upon the occurrence of the following events: (i) federal or state laws, regulations or guidelines are modified or interpreted in such a way that the work or services provided under this Contract are prohibited or City is prohibited from paying for such work or services from the planned funding source; (ii) Contractor no longer holds any license or certificate that is required to perform the work or services; or (iii) Contractor commits any material breach or default of any covenant, warranty, obligation, certification or agreement under this Contract, fails to perform the work or services under this Contract within the time specified herein or any extension thereof, or so fails to pursue the work or services as to endanger Contractor’s performance under this Contract in accordance with its terms, and such breach, default or failure is not cured within ten (10) days after delivery of City’s notice or such longer period as City may specify in such notice.
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27.5. In the event of termination under paragraphs 27.1, 27.2, 27.3 or 27.4(i), Contractor’s sole remedy shall be a claim for the sum designated for accomplishing the work or services multiplied by the percentage of work or services completed and accepted by City, less previous amounts paid and any claim or claims which the City has against Contractor. If previous amounts paid to Contractor exceed the amount due to Contractor under this paragraph 26.5, Contractor shall pay any excess to City upon demand. 27.6. In the event of termination under paragraphs 27.4(ii) or 27.4(iii), City shall have any remedy available to it in law or equity. 27.7. Upon receiving a notice of termination, Contractor shall immediately cease all activities under this Contract, unless expressly directed otherwise by City in the notice of termination. Further, upon termination, Contractor shall deliver to City all contract documents, information, works-in-progress and other property that are or would be deliverable had the Contract been completed. Upon City’s request, Contractor shall surrender to anyone City designates, all documents, research or objects or other tangible things needed to complete the work or services. 28. ATTORNEY FEES. If a suit or action is filed to enforce any of the terms of this Contract, each party is responsible for their respective costs and fees, including attorney fees. 29. FUNDS AVAILABLE AND AUTHORIZED, NON-APPROPRIATION OF FUNDS. Continuation of this Contract at specified levels is conditioned on adequate funding under the City’s annual budget and shall be subject to approval of future City Council appropriations to fund this Contract. The City reserves the right to adjust the level of services provided for in this Contract in accordance with funding levels adopted by City Council. 30. SEVERABILITY. The parties agree that if any term or provision of this Contract is declared by a court of competent jurisdiction to be illegal or in conflict with any law, the validity of the remaining terms and provisions shall not be affected, and the rights and obligations of the parties shall be construed and enforced as if the Contract did not contain the particular term or provision held to be invalid. 31. FORCE MAJEURE. Neither City nor Contractor shall be held responsible for delay or default caused by fire, riot, acts of God, or war where such cause was beyond, respectively, City’s or Contractor’s reasonable control. City and Contractor shall, however, make all reasonable efforts to remove or eliminate such a cause of delay or default and shall, upon the cessation of the cause, diligently pursue performance of their obligations under this Contract. 32. WAIVER. The failure of City or Contractor to enforce any provision of this Contract shall not constitute a waiver by City or Contractor of that or any other provision. 33. RECYCLABLE MATERIALS. Contractor shall, to the maximum extent economically feasible in the performance of this Contract, use recycled paper (as defined in ORS 279A.010(ee)), recycled PETE products (as defined in ORS 279A.010(ff)), and other recycled products (as “recycled product” is defined in ORS 279A.010(gg)).
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34. NOTICE. Except as otherwise expressly provided in this Contract, any communications between the parties hereto or notices to be given hereunder shall be given in writing by personal delivery or mailing with postage prepaid to Contractor or City at the address set forth below. Any communication or notice so addressed and mailed shall be deemed to be given five (5) days after mailing. Any communication or notice by personal delivery shall be deemed to be given when actually delivered. For the City of Hillsboro Contract Administrator Name, Title: Brad Nosler, HiLight General Manager Address, City, State and ZIP Code: 150 East Main Street, Hillboro, OR 97123-4028 Telephone: (503) 681-5480 Email: [email protected] For the Contractor Contract Administrator Name, Title: Enter contract administrator’s name and title Address, City, State and ZIP Code: Enter address Telephone: Enter telephone number Email: Enter email address 35. CONTRACTOR INFORMATION AND CERTIFICATION. Contractor shall provide Contractor's Social Security number or Contractor’s federal tax ID number and the additional information set forth below. This information is requested pursuant to ORS 305.385 and OAR 125-246-0330. Social Security numbers provided pursuant to this paragraph will be used for the administration of state, federal and local tax laws. Legal Name: AnswerNet, Inc., DBA AnswerNet Address, City, State and ZIP Code: AnswerNet, 3930 Commerce Avenue, Willow Grove, Pennyslvania 19090 Citizenship, if applicable: Non-resident alien? ☐ Yes ☐ No Business Designation (check one): ☐ Professional Corporation ☐ Partnership ☐ Limited Partnership ☐ Limited Liability Company ☐ Limited Liability Partnership ☐ Sole Proprietorship ☒ Other Federal Tax ID#: 23-2967465 or SSN: Enter SSN if no Federal Tax ID City may report the information set forth above in conjunction with any reports it makes to the Internal Revenue Service (IRS) under the name and Social Security number or taxpayer identification number provided. The individual signing on behalf of Contractor hereby certifies and swears under penalty of perjury that: (a) the number shown on this form is Contractor’s correct taxpayer identification; (b) Contractor is not subject to backup withholding because (i) Contractor is exempt from backup withholding, (ii) Contractor has not been notified by the IRS that Contractor is subject to backup withholding as a result of a failure to report all interest or dividends, or (iii) the IRS has notified Contractor that Contractor is no longer subject to backup withholding; (c) s/he is authorized to act on behalf of Contractor, s/he has authority and knowledge regarding Contractor’s payment of taxes, and to the best of her/his knowledge, (d) Contractor is not in violation of any Oregon tax laws named in ORS 305.380(4). Contractor is an independent contractor as defined in ORS 670.600; and (e) the supplied Contractor data is true and accurate.
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FOR THE CITY OF HILLSBORO: FOR THE CONTRACTOR:
Signature Signature
______Name (Printed) Name (Printed)
______Title Title
______Date Date
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City of Hillsboro Request for Proposal Municipal Broadband Call Center Support February 18, 2019
Greg Mont
[email protected] Information Services Director 150 E Main Street Hillsboro, OR 97123
Steve Kleiman 3930 Commerce Avenue | Willow Grove, PA 19090 [email protected] | 267-942-6000 AnswerNet Response to Request for Proposal February 19, 2019
Steve Kleiman Sales Executive AnswerNet 3930 Commerce Avenue Willow Grove, PA 19090
February 19, 2019
Greg Mont [email protected] Information Services Director 150 E Main Street Hillsboro, OR 97123 Re: Cover Letter
Dear Greg Mont and the Selection Committee,
Thank you for the opportunity to respond to the City of Hillsboro (City) request for proposal. We look forward to illustrating AnswerNet’s qualifications to provide telesales, customer support, and technology services in support of the City’s Broadband Network Call Center Support program.
AnswerNet has been supplementing call center competencies of world‐class organizations for 20 years. AnswerNet has the expertise, capabilities and the resources to deliver our clients customized high-service solutions, design and deploy client-specific program training, and management tools and solutions. Our leaders and team will collaborate with the City’s team to ensure the successful delivery of your call centre program.
Our team’s response will reflect all the requirements to execute this program including our firm’s qualifications, capabilities and cost proposal.
We look forward to the opportunity to collaborate and demonstrate our firm’s award-winning services. If you have any questions, please do not hesitate to contact me directly.
Regards,
Steve Kleiman
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 2 AnswerNet Response to Request for Proposal February 19, 2019
Table of Contents
A. Organizational Structure and Experience ...... 4 References: ...... 8 B. Capacity and Key Personnel ...... 9 C. Scope of Work/Qualifications ...... 13 D. Approach...... 18 E. Proposed Price ...... 20 Appendix A: SOC 2 Audit Certification ...... 21 Appendix B: Proposed Project Team Resumes ...... 22 Appendix B: Sample Monitoring ...... 28 Appendix C: Sample Reports ...... 33
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 3 AnswerNet Response to Request for Proposal February 19, 2019
A. Organizational Structure and Experience
Briefly describe your organization and its history addressing the listed topic areas below. You may provide an organization chart if you wish. a. Company Information: Years in business, description of firm and professional staff, locations and type of voice switching platform(s), firm financial information, former or current litigation.
AnswerNet is a full-service provider of inbound, outbound and automated call center and business process outsourcing (BPO) services. Founded in 1998, AnswerNet has over 25 contact centers within the continental United States and Canada that provide a vast range of services such as customer service and support, email and live chat management, SMS texting communications, telephone answering services, and appointment scheduling and confirmation – amongst others.
AnswerNet has been recognized for its various achievements by Inc. Magazine (Annual “Inc. 500 List of Fastest Growing Private Companies”), Customer Interaction Solutions Magazine (Top 50 Teleservices Agencies), and SmartCEO’s “Best Run Company.”
Our strategy is to provide our customers with the people, services, and technology to allow them to run their businesses, their way. Every program is custom built, leverage years of contact center experience. We tailor scripting, processes, and technology to best suit the needs of our clients.
Proposed Staff
Our highly experienced and knowledgeable team will provide a seamless and comprehensive plan to transition the Broadband Call Center Support program. AnswerNet’s General Manager acts as the client advocate and will be your eyes and ears in the center. The General Manager reports to the Corporate Operations Manager. The Corporate Operations Manager is responsible for overseeing the site’s success and the client’s satisfaction, as well as reporting any issues to senior management.
V.P. of Operations & Client Services: Cori Bartlett Cori Bartlett is responsible for the success of every program and call center location at AnswerNet. With over 20 years of experience within the industry, Cori brings insight and value to every program, finding ways to make processes more efficient, reducing costs for callers, and improving all service levels.
Corporate Operational Manager: Leah Mitchell Leah Mitchell will be the Corporate Operational Manager of AnswerNet’s Portland, Oregon location (which we are suggesting the placement of your program).. Leah is a dynamic leader with over 15 years of experience in the call center industry. She has a proven track record of building call center operations, developing high-performing teams, improving customer satisfaction, and employee success, streaming processes and increasing profitable growth. She also has extensive experience with analytical market studies and profitable price qualitative and quantitative research.
General Manager: Grant Crymes Grant Crymes the General Manager, will be your principal contact and touch point for all things related to this program. Grant has extensive experience with organizational growth by providing strategic client
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 4 AnswerNet Response to Request for Proposal February 19, 2019
direction support. He also ensures that clients’ projects are implemented precisely and according to schedule. Grant will work to ensure the programs run smoothly, both current and new representatives are provided with the necessary training and coaching needed to meet team goals and deliver superior customer experience.
Head of Network Administration: Brandon Leal Brandon Leal will analyze and evaluate all technical needs as they relate to the City’s program, review how they line up with the existing systems, and when necessary initiate a task request for enhancements to the system to satisfy needs. He works closely with all divisions of the technical department to handle the development work of the City’s program and decides which members of the technical team are best suited to perform development work on the City’s program.
Site Locations
AnswerNet manages and owns 31 call centers throughout the United States and Canada.
• Portland, OR • Los Angeles, CA • Akron, OH • Lowell, MA • Allentown, PA • Memphis, TN • Atlanta, GA • Nashville, TN • Billerica, MA • Orlando, FL • Billings, MT • Phoenix, AZ (2 Locations) • Birmingham, AL • Rockland, ME • Bismarck, ND • Santa Rosa, CA (2 Locations) • El Paso, TX • Sarasota, FL • Pittsburg, CA • Stockton, CA • Santa Rosa, CA • Toronto, Canada • Chattanooga, TN • Webster City, IA • Chicago, IL • Willow Grove, PA • Columbus, OH • Winnipeg, Canada • Fair Oaks, CA
Technology Capabilities & Platform
AnswerNet uses the SA Hosted & Managed Solutions Virtual Contact Center (VCC) platform, an omni- channel, unified software suite that allows customer service representatives working on the City’s program to provide a best-in-class customer experience. It is can handle calls, emails, chats, faxes, texts and more. The software will be utilized by a team of in-house, inbound, customer service representatives during the hours of operations required as stated in the RFP.
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Litigation
AnswerNet has had litigations for the past five years and has no currently pending litigation.
b. Relevant Experience: Experience with providing wholesale voice services to broadband operators. List of customers (current or former) that most closely resemble the project described in this RFP. Briefly describe including implementation dates, scope of work, and services offered.
• VIAVI Solutions VIAVI Solutions is a global leader in both network and service enablement and optical security performance products and solutions. Their technologies contribute to the success of a wide range of customers – from the world’s largest mobile operators and governmental entities to enterprise network and application providers to contractors laying the fiber and building the towers that keep businesses connected. In 2018 we conducted a business-to-business (B2B) • pdvWireless, Inc. In 2015 we conducted a B2B lead generation campaign for pdvWireless, Inc. They are the largest holder of licensed spectrum in the 900 MHz band, with nationwide coverage throughout the contiguous United States, Hawaii, Alaska, and Puerto Rico. • Charter Communications Charter Communications, Inc. is an American telecommunications and mass media company that offers its services to consumers and businesses under the branding of Spectrum. AnswerNet conducted two B2B appointment setting campaigns for Charter Communications. • Broadband CTI Broadband CTI is a privately held telecommunications company out of Fernandina Beach, Florida. AnswerNet provides customer service support for Broadband CTI. Our customer service representatives capture customer information and escalate calls to Broadband CTI’s personnel. • National Broadband National Broadband is Florida based cable and data installation instructional certified program for the cable contracting industry. They provided a paid 5-6 week paid training program, producing all of the information necessary for industry trade installation of digital TV, high-speed Internet, and phone.
Case Studies
Alpha Technologies Alpha Technologies provides reliable power solutions to the broadband and cable television industries. They focus on the most efficient and innovative energy solutions. Alpha Technologies needed assistance with bridging the gap between sales and marketing. They required a prompt follow-up with leads generated by their marketing programs. The previous contact center was inefficient and slow to respond to their sales and marketing team.
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Alpha Technologies needed another company that could perform and reduce the inefficiencies of their sales performance. AnswerNet filled a gap that the client had between marketing and sales activities. Our team and CSRs provided event follow up and telemarketing services to the client, and assisted them to achieve their business goals.
The AnswerNet team was able to ramp up and implement their sales program quickly. The CSRs assist with the vetting process and forward the most qualified leads over to their sales team to further the conversation. Our process and efficiencies ultimately freed up their sales team to concentrate on the serious leads and focus on other aspects of their business. AnswerNet successfully bridged the gap between sales and marketing activities.
CloudVelox CloudVelox was looking for an alternative to hiring lead development representatives in-house and wanted to employ a knowledgeable call center with thorough and highly capable CSRs. CloudVelox sought out a trusted call center who could leverage their experience and highly skilled customer service representative to increase their revenue through qualified sales appointments ultimately.
Along with another call center, our call center performed a pilot for CloudVelox to test their skills. Over time, it became apparent that our services outperformed the competitor and awarded as the sole call center to assist with streamlining their services.
After smooth program implementation, our team was able to set qualified appointments and sent Outlook calendar invites directly to the CloudVelox salesperson. Our group was able to reduce the deficiencies by streamlining the sales process and helped them increase their overall revenue.
Hosted Telecom Solutions, Inc. Headquartered in Reading, MA, Hosted Telecom Solutions, Inc. is a full-service provider for internet, voice, and data center solutions. They combine specialized professional services teams, and high-quality telecommunications and cloud products with a customer-focused help desk to provide a unique technology experience for our customers. They have the tools and the expertise to design, implement, and manage their technology solutions for their customers over the long term. They service customers ranging from small companies to large multi-site corporations. Hosted Telecom Solutions previously had help from another call center and was unhappy with their service — the previous call center inefficient capabilities and performance with their reporting, meetings, qualifications and essential details.
After switching to our services, Hosted Telecom Solutions were reaching their goals and closing more business. The initial set up made for a smooth and seamless implementation process. Our team assisted and supported Hosted Telecom Solutions with reporting and data scrubbing, and efficient scheduling. The team created a great model and program management process that included reporting, weekly meetings, and method for follow up. Ultimately, Hosted Telecom Solutions focused on legitimate leads and increased their overall sales.
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Testimonial "Kristina and Cassandra and Ashley along with the rest of team provide a great service to any industry looking to build a pipeline. Their analytical reporting is outstanding, along with attention to details and weekly updates make a difference. I would recommend them to anyone looking for sales generation."
- Colin King, Hosted Telecom Solutions
References:
Project Client Name: Voce Telecom Contact Person: Mark Yarbrough His/Her Title (and Department If Relevant): Chief Technical Officer Phone Number: (480) 346-3430 Email: [email protected] Project/Contract Value: N/A Starting and Ending Dates: 03/2014 - Current Brief Description of the Project/Contract: AnswerNet provided inbound answering services for Voce’s current customers as well as potential new customers regarding their current services and billing information.
Project Client Name: Beaver Creek Co-Op Telco Contact Person: Pat Plath His/Her Title (and Department If Relevant): Phone Number: N/A Email: [email protected] Project/Contract Value: N/A Starting and Ending Dates: 08/1991 - Current Brief Description of the Project/Contract: AnswerNet provides after-hours customer dispatching for emergencies and power outages.
Project Client Name: Manatee County Utilities Contact Person: Amy Pilson His/Her Title (and Department If Relevant): Public Affairs Liaison Phone Number: [email protected] Email: [email protected] Project/Contract Value: N/A Starting and Ending Dates: 05/2018 - Current Brief Description of the Project/Contract: AnswerNet handles inbound emergency calls for Manatee County Public Works in Florida. Our agents answer and dispatch all emergency calls for the county regarding water leaks, breaks, shut off/turn on storm water operations, and sewer issues.
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B. Capacity and Key Personnel
a. Describe your company’s capacity to perform services to our City.
AnswerNet will not only meet the requirements but will endeavor to exceed expectations by providing a consultative partnership with contact center solutions customized for the City. AnswerNet will work with the City to establish consistency of communications across all channels (telephone, chat, and email). We will implement complimentary best practices that allow our customer service representatives to move fluidly between one communication mode and another. We will leverage a dedicated and shared customer service representative environment for the most cost-effective and maintain the quality customer experiences. We will develop reports that measure customer service representative inbound and outbound productivity and drive consistent process improvement.
Customer Service First contact resolution and our high-touch customer support is a contact center statistic and service methodology where well-trained customer service representatives are empowered to utilize structured processes to make quick decisions when resolving customer issues and requests. The aim is to take care of each client’s primary and underlying service needs in the most efficient manner. Providing high- quality customer services reduces the costs of repeat inquiries, improves customer satisfaction, and eliminates the risk of customer attrition due to unresolved or mishandled service issues. Our training, reporting and quality assurance practices are designed to ensure we consistently deliver positive caller experiences and continue to strive for high service customer support and expertise.
Customer Service Representative AnswerNet will provide on-going customer service representative (CSR) education centered on professionalism, efficiency, program knowledge, and brand/program advocacy. Your training program will include elements of classroom, one-on-one CSR/trainer, and peer-to-peer training. The City is encouraged to participate and determine the role as you wish in the training process. Education programming content will delineate with the elements we measure in the quality assurance processes to ensure the City’s goals are central to all talent cultivation efforts.
Reporting and Analytics AnswerNet reports couple contact metrics (number of contacts, average handle time, abandon rate, conversion, contact disposition, etc.) with fully customizable database scripting, aimed to help drive informed business decisions, consistent process/performance improvement, and better overall customer experience. We will develop a daily, weekly, and quarterly report set which will be scheduled for automated delivery. Additionally, ad-hoc reporting and special one-off reporting requests will be handled by our account management team.
Quality Assurance & Monitoring AnswerNet will tailor your QA surveys and performance reports to your program specifications. Standard Quality Assurance programs evaluate service metrics, best practice call modeling, compliance, customer engagement, brand advocacy, efficiency, and call outcomes. AnswerNet’s quality assurance program includes report audits and monthly calibration/listening sessions to integrate your feedback. The City will be provided near-real-time access to call recordings and AnswerNet’s web-based quality assurance tool.
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Technology Capabilities Not only will AnswerNet have the leverage our VCC technology solution that enables customer service representatives to provide a best-in-class customer experience, but AnswerNet also has the resources and capacity to scale its operations should call volume spike or the rare instance of power outages due to human-made or natural disasters. AnswerNet is part a network of locations and can implement its multi-site solution. Using cloud-based technology and best practices, we can route traffic to any of our other 25+ sites in North America. AnswerNet will be able to effortlessly ramp up to provide support and coverage during the anticipated high volume, ensuring no downtime. Our multi-site solution is ideal for business continuity. b. Specify the location that will serve our account and how you will meet our desire for a location in or near our City.
The City’s program will be conducted out or our Portland, Oregon site. c. Describe the policies, benefits, amenities and incentives you have in place to attract and retain top personnel.
AnswerNet employs multiple motivation and coaching methods to ensure the success of our CSRs. This includes, but is not limited to:
• Company Culture: AnswerNet starts motivating our CSRs during the interviewing and onboarding process. The CSRs are introduced to AnswerNet’s core values to help give them a sense of belonging. AnswerNet runs multiple programs to engage employees including our philanthropy program, AnswerNet Cares. • Incentives: We come up with both tangible and non-tangible incentives to help drive success. Monetary benefits as well as fringe benefits help keep things fresh and exciting for the CSRs. • Refresher Training: Regular and relevant training is massively important and a great motivator. Staff is more attuned to a program if they are given additional tools or methods to reach their personal goals. • Goal Tracking & Acknowledgement: Our CSRs are given goals to measure their success by. Goals are reviewed daily by supervisors. Any CSR who consistently meet or exceed goals are publicly acknowledged amongst their piers for their hard work.
Our turnover rate is less than 20% annually. That is one of the lowest in the industry. When someone leaves, their employee record is updated with departure reason codes to analyze trends.
AnswerNet’s management team works diligently to reduce attrition rates. Most notably, we stress the importance of providing each CSR feedback directly tied to their performance and on a weekly basis. Management teams also offer incentives when they meet key milestones or performance metrics.
We also embrace a “coaching” culture. Our CSRs are provided constructive feedback, provided with valuable insights and offered personal attention in turn produce greater results. Additionally, when CSRs can rely on their colleagues for support and guidance, they will be more likely to feel like they are a part of the team and will stay with the company longer.
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AnswerNet continuously monitors a CSR’s performance and provide additional coaching and training to obtain optimal results. We will utilize a cloud-based monitoring and evaluation system. Supervisors can login anytime and from anywhere, review evaluations, analyze up-to-date reports to drive CSR’s skill effectiveness, and improve service and sales conversion. The reports can easily track overall quality scores, CSR QA score, team level score, parameter level score, trends and much more. Additionally, all evaluations are presented to the CSRs, and the CSRs are required to electronically sign the evaluations as proof that they are getting appropriate feedback.
Our CSRs are paid on an hourly basis and can be subject to raises based on performance and tenure. We also can customize an incentive program for CSRs, building the criteria for measurement and payment based upon your unique program. d. Describe the training and onboarding processes you provide employees.
Each contract has a comprehensive training program specific to each job function. Training methodologies include lecture, video, online simulations, call monitoring, role-playing, and mock calls, and significant hands-on learning. AnswerNet training is based on a philosophy of education by doing because it has been repeatedly proven that this is the most effective training philosophy for adult learners.
We have instructor-led sessions facilitated by a “train-the-trainer” philosophy that utilizes a 4-Tier Training Model that has been outlined below:
• Tier 1: Develop Training Module o The Client Service Manager will use all the information you provide to develop a training module that is specific to your service. • Tier 2: Instructor Led Training o Our Instructor-Led Training utilizes Competency Testing to determine retention of information and CSR selection. CSRs must receive a 90% and above to be approved for any campaign. • Tier 3: Interactive Role Play and Quality Assurance o The CSRs undergo a Peer-to-Peer and CSR to Supervisor Role Play Process. The Supervisor also uses a Multi-Point Quality Assurance Program to determine if the CSRs are complying with the call standards. • Tier 4: Test Calls o You receive the first phone call to give approval on the scripting, CSR, and training provided. To maintain quality assurance, we also support an Internal and External Test Call Process.
AnswerNet can schedule refresher and update training to address program changes and updates either on a regular schedule or on an as-needed basis – primarily determined by the client's needs and budget. As the program changes, grows or updates, AnswerNet managers and the client's managers will work in close contact to maintain documentation and training materials to keep them current. Training would
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take place on a rotating schedule to ensure there is always adequate telephone coverage while training is taking place.
Clients are encouraged to take as large of a role in the training program as they wish. We offer train-the- trainer programs, as well as on-site staff training, depending on the client’s desired level of involvement in the process.
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C. Scope of Work/Qualifications
a. Describe how your company is best qualified and able to meet all aspects of the scope of work described in Section 2.
The root of our client support service relies on one simple fact – callers want to engage with someone who is knowledgeable and has the authority to help them with any questions or concerns. Moreover, they want their experience to be quick and painless. AnswerNet puts people and processes in place to help control costs without sacrificing the quality of client interactions.
Our high service customer support is a contact center statistic and service methodology where well- trained customer service representatives are empowered to utilize structured processes to make quick decisions when resolving customer issues and requests. The aim is to take care of each client’s primary and underlying service needs in the most efficient manner. This reduces the costs of repeat inquiries, improves customer satisfaction, and eliminates the risk of customer attrition due to unresolved or mishandled service issues. Our training, reporting and quality assurance practices are designed to ensure we consistently deliver positive caller experiences and continue to strive for high service customer support and experience.
AnswerNet utilizes VCC, an omni-channel, hosted, contact center solution that allows our call center to manage calls, emails, chats, faxes, texts and more. VCC comes with a powerful API to manage the integration with third-party applications, including GLDS and Calix software, so our system can seamlessly engage with your business process systems.
AnswerNet will provide inbound and outbound call center services for residential and commercial customers.
Scope of services will include the following tasks: • AnswerNet is proposing our Portland site to conduct the City’s broadband call center program. • AnswerNet CSRs provide high quality, efficient, professional, and courteous customer service to the City’s community. Any and complaints received by the City will be escalated and resolved by AnswerNet’s Account Management team. • AnswerNet will train our CSRs on the City’s program and provide access to your knowledge base so it will transition smoothly and seamlessly as our CSRs represent the City’s fiber municipal broadband system with responsive with friendly, accurate customer services, reflecting the City’s core values, mission, and commitments. • AnswerNet will provide bi-lingual, Spanish/English services. • Our CSRs will provide live inbound call services, live customer chat support, response to customer emails (as requested/needed). • AnswerNet will provide the services required including technical support and troubleshooting, answers to billing questions, sales, order entry, and service scheduling, post-call surveys, and answers to general product and service inquiries. • The City will have an account manager that will be the main touch-point of all things related to the City’s broadband call center program.
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• Our account management team will coordinate with the City’s personnel the frequency of scheduled meetings (i.e. weekly, bi-weekly, monthly), to ensure consistent and quality service. • The City’s program will be provided during the hours specified in the RFP and negotiated between City and AnswerNet. • AnswerNet will have radios or other equipment in order to effectively communicate on a real time basis with personnel in the field. • AnswerNet will provide call recording and storage for training and CSR performance evaluation, resources to execute post call satisfaction survey • AnswerNet will provide account-specific training and weekly team training including City involvement where appropriate.
b. Specify how you will meet all reporting requirements and KPI measures in Section 2 and Attachment B. Address individual KPIs.
AnswerNet’s VCC platform comes with a client portal, where reports can be accessed and downloaded in real time. AnswerNet’s account management team will consult with the City’s team to establish the reporting parameters and statistics to be included in the reports.
Our account management team will keep an open line of communications and regularly scheduled meetings to keep the City abreast with program updates and address any prime concerns regarding the programs established criteria and scope of services.
AnswerNet will coordinate with the City during our New Client Orientation (NCO) to establish the reporting criteria and schedule.
AnswerNet can provide available standard predefined reports for the most common billing, client, and specialist information, as well as the ability to create any number of customized reports, reflecting the program requirements precisely. We can provide reports on an hourly, daily, weekly, monthly or another predetermined basis. Our VCC platform comes with a client portal, where reports can be accessed and downloaded in real time. We can customize the metrics we monitor according to the City’s criteria. Some of the parameters that can be included:
Calls
• Total Call Volume • Number of Contacts • Abandoned Calls • Abandoned Call Rate • Average Handle Time • Talk Time • Hold Time • Wrap Time • Average Speed of Answer
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Chat • Number of Contacts • Abandoned Calls • Abandoned Call Rate • Average Handle Time • Talk Time • Hold Time • Wrap Time
c. Are you meeting or exceeding the KPI requirements currently for other clientele, specifically for the highlighted KPIs?
Each program service levels are vastly different. Although there are industry averages among service level agreements (SLAs), we prefer to reserve our predictions about your account until we are fully immersed in your program. AnswerNet will strive to meet the City’s performance standards. AnswerNet will collaborate with institutions on defining and meeting all SLAs. As part of the New Client Orientation (NCO) — The initial program overview meeting we request after project award — Your AnswerNet account manager will discuss your metrics and service level goals. From there, we typically request 60-90 days to evaluate call, email, text, chat, and other communication traffic patterns to ensure we adjust staffing models if needed to maintain expected service levels.
d. Describe the infrastructure and resources you have in place to meet/exceed the City’s requirements.
SA Hosted & Managed Solutions
Due to the nature of our business, having technology expertise has been paramount to the successful delivery of call center services. Since we opened our doors in 1998, AnswerNet provides not only the services but also the technology to provide best-in-class customer service. However, the need for knowledgeable, contact center technology providers within our marketplace grew considerably over the years, and our CEO decided to build a sister company dedicated to the development of modular, cost- effective contact center technology solutions. This company is called SA Hosted & Managed Solutions (SA).
With SA, we have a multitude of software solutions that can be applied across the City’s program. AnswerNet uses these technology solutions across all of our contact centers. Some of the solutions we will use for the City include:
• SA Virtual Call Center (VCC): The VCC is a hosted, omni-channel, contact center solution was developed by combining five unique yet strong programs for a unified agent experience. These programs include xCally Motion, Open Answer, CallScripter Synergy, Pentaho Reporting, and SA Hosted Client Portal.
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• SA Virtual Call Queue (VCQ): VCQ is a web-enabled routing, disaster response and queue system that allows AnswerNet complete control of call volume and call routing across 31 locations. VCQ also provides queue wait messages, automated callbacks, and post-call surveys.
• SA Interactive Voice Response (IVR): Our IVR is a cloud-based enterprise-class IVR system that allows us to build a deploy, the ideal automated voice response experience.
All of our systems are cloud-based and hosted on Amazon Web Services (AWS) for security and reliability. We can easily segregate and encrypt client data if necessary, and often do for HIPAA and PCI- related programs. AWS’ implementation of and alignment with ISO 27001, 27017, and 27018 demonstrates a commitment to information security at every level of the organization. Their ISO 27001 certification can be seen here: https://d1.awsstatic.com/certifications/iso_27001_global_certification.pdf. e. Describe your inbound trunk capacity.
Our calls enter through a dynamic SIP trunk into our private Amazon Web Services (AWS) cloud, which enables unlimited capacity. f. What is your ability to handle call escalations internally?
AnswerNet's account management team will consult with the City account managers to set the parameters for call escalations, what additional knowledge base is necessary to conduct escalated calls and training program for handling call escalations. Our CSR call script will require tiered level design to cover the requested escalated calls resolutions or protocols. g. Do you have an internal quality program? Can you perform both internal quality assurance for phone and chat, and also provide a CSAT platform?
AnswerNet utilizes a multi-point quality assurance checklist built in a quality monitoring software solution. The checklist allows the management team the ability to record and measure the quality of our telephone calls. It can be customized entirely to the City’s needs, so each CSR is measured on your program's key points. Typically, each call center CSR is evaluated for two hours per week based upon the checklist points that are critical to the success of a telephone call. Both data and voice attributes are reviewed for compliance with AnswerNet’s quality standards. Each associate is required to achieve a 90 percent or higher score on their weekly quality evaluations to maintain employment at AnswerNet. However, we can customize this process for your program.
The quality monitoring software solution meets the stringent demands of quality, compliances, and other statutory requirements. Irrespective of the campaign size, call volume, chat volumes – it is designed to meet any robust need. With the help of this tool, our dedicated and experienced team deploys best practices to evaluate Inbound and Outbound voice, chats, SMS, emails, etc. The evaluations results are available and accessible in real time for the management, supervisors and team members.
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Supervisors can log in anytime and from anywhere, review evaluations, analyze current reports to drive CSR skill effectiveness and improve service and sales conversion. The reports can easily track overall quality scores, CSR QA score, team level score, parameter level score, trends and much more. The quality assurance and monitoring tool are mainly used for real-time evaluation, calibrations, auditing, and reporting. It provides in the insight and access for any supervisor or manager to review quality in real-time from any web-enabled device. This allows for on the spot training and calibration.
Additionally, all evaluations are presented to the CSRs, and the CSRs are required to electronically sign the evaluations as proof that they are getting appropriate feedback.
AnswerNet also has a Virtual Call Queue (VCQ) for cloud-based routing and site allocation. Amongst a few benefits of this technology, it also has a post-call survey module integrated into the system. For CSAT and NPS measurement, we can build a customized survey module that prompts callers to rate their experience with the customer service representatives. The data will be automatically tallied and provided in a report to CFM staff for evaluation.
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D. Approach
a. Describe your approach to this work and your plan for implementation, training, and a proposed schedule.
AnswerNet suggests a multi-phased transition for the City’s Program program. This approach will allow both the City and AnswerNet to access critical areas of information and significant project milestones in a timely and effective manner.
Phase 1: Project Initiation Estimated 2 Weeks • Identify stakeholders for both the City and AnswerNet to establish a management structure for the transition and provide streamlined communications across mission-critical employees. • Identify risks and issues associated with the transition and track within an agreed management tool. • Construct a list of software, scripts, tools, procedures, manuals or standard operating procedures required by AnswerNet to perform the services. • Identify all third-party contracts and licenses owned or operated by the City into those that are transferable (with associated costs) and those that are not. • Agree to the scope of work, timeline, and all contractual obligations.
Phase 2: Workflow Development Estimated 1.5 Weeks • AnswerNet will review all available software, scripts, tools, and standard operating procedures provided by the City. • AnswerNet will develop a work/call flow and scripting based upon the materials provided, with guidance from the City. When necessary, AnswerNet will provide suggestions to streamline processes. • Once approved by the City, all work/call flow and scripting will be delivered to AnswerNet’s technology resources for development within the Virtual Call Center (VCC) platform.
Phase 3: Technology Development Estimated 1-2 Weeks • AnswerNet’s technical team will evaluate work/call flow and scripting provided, and program all necessary pieces within the Virtual Contact Center (VCC) platform. This may include, but is not limited to: o Integration of knowledge base o On-screen process guidance and process flows o Prompts for consistent compliance statements to read back to the City’s callers o Structured and guided form filling o Product support and help
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Phase 4: CSR Training & Testing Estimated 2 Weeks • Once the scripting is completed and approved by the client, AnswerNet will commence with the training of the CSRs. • AnswerNet with employ several training techniques including role-playing, interactive guides, online webinars, and testing. The City is welcomed to provide or participate in training or provide insight or feedback on training results. • CSRs and supervisors will also be testing the technical aspect of the program, highlighting any technical issues or call flow obstacles they see from their perspective. This will allow the City, CSM, and technical team to adjust flow and scripting based on actual CSR sage. • Once training is in its final stages, the City and AnswerNet will begin mystery calls and score CSRs on key elements including: o Timeliness of answering o Timeliness of providing response/feedback o Accuracy of response/feedback o Overall call quality and voice attributes
Phase 5: Launch • When all testing and training is completed, the program is ready to launch. • For successful implementation, we suggest that the City ramps down as AnswerNet increases call handling. Adjusting the call queues throughout the week until 100% of traffic assigned to this program is transferred to AnswerNet, will allow for gradual implementation, offering the ability for AnswerNet to adjust or tweak any program needs in real-time without impacting service levels. • AnswerNet’s CSM will then schedule the first weekly calibration session and create a schedule for ongoing meetings.
AnswerNet provides customer transformation services to our customer that help target new markets, increase revenue, reduce costs, all the while expanding and improving upon the customer experience. Our client service team coupled with our technology offers advanced analytics to provide insight into program and customer data.
Our client service and operations teams:
• Help improve customer interaction by comparing current practices and future goals, identifying gaps in service levels and processes • Design and implement contact center programs that provide a one-of-kind customer experience while looking for areas to reduce costs • Offer omni-channel solutions – from phone to email, chat, SMS and social media -- to improve consistency and integration, while giving customers multiple communication channels to contact SCP in the method they prefer • Technology enablement. Contact center technology strategy, selection, design, and implementation guidance and oversight.
**Some of these phases can run concurrently and not consecutively, expediting the implementation process.
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E. Proposed Price
As Attachment C: Provide a menu of pricing to be held firm for the first twelve (12) months of the contract. Provide price options for (at minimum): a. Dedicated representatives $34.00 per Dedicated Agent Hour Minimum 4 Hours per Day, Monday-Friday (20-22 days per month). Overtime is billed as time and a half. Holiday services are billed at double the hourly rate if you wish to staff for the holidays.
b. Shared representatives $600.00 - Inbound Shared Agent Service Minimum Includes 500 minutes of shared agent services. Additional minutes billed at a rate of $1.30 per minute. Minute discounts available at higher contractual volumes. Shared agent holidays services are billed at $30.00 per holiday (6 recognized holidays per year).
c. Hours and shifts – at minimum day, evening and night. Inbound shared agent services are available 24 hours per day. There is no price differential based on time of day. Dedicated agent schedules will be built in collaboration between the City of Hillsboro and AnswerNet. d. Shift lengths and options, specify how flexible these options are. Dedicated shifts are scheduled with 4-hour minimums. e. Volume pricing based on the number of seats. Dedicated agent rates are billed at $34.00 per hour for the first 4 full time (8 hour) dedicated seats. For 5-10 full-time agent seats, the rate is reduced by $1.00 per hour. The rate is again reduced by $1.00 per hour for 11+ full-time agent seats. f. Experience levels We will deploy your account within our Tier 2 shared agent service group. This group includes a more tenured group of agents that have a more diverse set of experiences and skills. Dedicated agents will be recruited from within our internal ranks based on skill/spec fit. g. Implementation Fees: Agent training will be billed at a rate of $24.00 per hour. Total hours TBD. Account programming will be billed at a rate of $100.00 per hour. Total hours TBD.
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Appendix A: SOC 2 Audit Certification
2018 - SOC 2, Type II Certified by I.S. Partners, LLC
• We are proud to announce that AnswerNet, Inc., and subsidiaries have completed their SOC 3 certification.
AnswerNet has successfully completed the Service Organization Control (SOC) 2 Type II audit by I.S. Partners. I.S. Partners is a globally recognized CPA firm that provides SOC audits and IT assurance services nationwide. The SOC 2 audit is designed to assure existing and prospective clients and other stakeholders that AnswerNet adheres to the standards set by the American Institute of Certified Public Accountants (AICPA) regarding data security. The use and distribution of the AnswerNet SOC 2 audit report is restricted, however, a copy of our SOC 3 report is available for download here.
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Appendix B: Proposed Project Team Resumes
Cori Bartlett – Vice President of Operations & National Client Services
Experience: VP of Operations & National Client Services AnswerNet | January 2014 – Present • Manage profitably of each call centre and analyze traffic trends based on customer projections and historical data to plan long term staffing • Provide insight to all operational and client service staff on standard operating procedures and best practices to ensure all call centre programs run effectively • Act as direct liaison to CEO & President, helping develop Key Performance Indicators by site and across all locations • Give title of Vice President from Director as company greatly expanded
Assistant Director National Client Services AnswerNet | April 2011 – January 2014
• Supported organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships • Ensured that client projects are implemented precisely and according to schedule • Point of contact for large contracts and/or multi-site accounts
Managing Director Alliance Communications| April 1994 – April 2011 • Oversaw management team over multiple locations • Responsible for implementation of new telephony and call centre equipment • Coordinated consolidation of multiple offices • Implemented processes and procedures to increase efficiency, productivity, profitability and customer service levels. • Managed Sales personnel with weekly goals • Responsible for Google AdWords campaigns • Responsible for compiling and analyzing individual client profitability as well as overall profitability • Oversaw billing and collections department
Call Centre Supervisor Alliance Communications | December 1989 – April 1994 • Accountable for overseeing call centre customer service representatives including customer satisfaction.
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 22 AnswerNet Response to Request for Proposal February 19, 2019
Accomplishments: • Association of Teleservices International Board of Directors & Conference Chair | 2010 – 2012 • National Amtelco Equipment Owner’s Association President & Board of Directors | 2005 – 2011 Education: University of Central Florida |1992 – 1994 • Bachelor of Arts- Criminal Justice & Corrections • Alpha Phi Sigma- National Criminal Justice Honor Society Skills: • Strategic Planning Workforce Optimization • Training & Mentoring • Public Speaking • Telephony & Technology Implementation • Reporting & Analytics • Process Development • Team Leadership
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 23 AnswerNet Response to Request for Proposal February 19, 2019
Leah Mitchell - Assistant Director of Operations
Experience: Assistant Director of Operations AnswerNet | 2017 – Present • Act as field liaison between the corporate office and site managers by communicating daily with Managers and upper management. • Recruit, hire and train site managers and assist with training corporate operations managers. • Remotely support five sites • Provide client services support with escalated complaints for all my sites. • Travel to sites to train managers, perform investigations, manage and support platform integrations and upgrades. Manage travel arrangements for myself and my team. • Attend and present at conferences, webinars and training sessions. • Understand and continually analyze site metrics, KPIs, financials, staffing and traffic reports.
Account Development/Programming Manager-Diamond/Platinum level Stericycle Inc. | 2013 – 2017 • Directly managed a remote team of an assistant Supervisor, Script Programmers and OnCall Specialists • Oversaw new account custom script programming, clients script development & programming • Oversaw thousands of team work orders annually for client updates and script changes • Entered and approved team bi-weekly payroll and provided overtime reports • Attended Diamond/Platinum client calls for script planning and onboarding timelines • Gave presentations, live webinars, and education demonstrations for other departments • Coordinated and provided education for new team members • Completed special project assignments for Senior Leadership • Compiled and provided a multitude of data metrics and quality tracking spreadsheets and reports • Submitted monthly attendance and recognitions program personnel details for entire department
Appletree Answering Service, Inc. | 2002 – 2013 Senior Account Developer/Programmer | 2008 – 2013
• Interacted with Clients throughout the onboarding process to design and program their custom scripts in Amtelco Infinity/IS.
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 24 AnswerNet Response to Request for Proposal February 19, 2019
• Processed hundreds of work orders per year for script changes, corrections, and rebuilds. • Created education documents and instruction documents for multiple departments • Hosted education sessions with peers • Worked with and trained new programmers joining our department • Hosted presentations, live webinars, and education demonstrations for other departments • Worked with Sales and Client Services to provide upsell opportunities and added features for clients • Completed special project assignments for Senior Leadership • Built custom databases and reports for client needs
Operations Director | 2007 – 2008
• Interacted with Clients throughout the onboarding process to design and program their custom scripts in Amtelco Infinity/IS. • Processed hundreds of work orders per year for script changes, corrections, and rebuilds. • Created education documents and instruction documents for multiple departments • Hosted education sessions with peers • Worked with and trained new programmers joining our department • Hosted presentations, live webinars, and education demonstrations for other departments • Worked with Sales and Client Services to provide upsell opportunities and added features for clients • Completed special project assignments for Senior Leadership • Built custom databases and reports for client needs
Call Center Manager | 2002 – 2007
• Responsible for all aspects of 24 hour call center operations with over 50 employees and $1 Million annual revenue • Maintained EBITDA and provided all data pertaining to center income and expenses • Tracked, recorded, maintained and entered Payroll for all employees • Maintained salary rates, prepared and delivered employee reviews and increases • Produced and placed employment advertising, conducted interviews • Responsible for monthly payable and receivable monitoring and control • Provided data and metrics evaluations, provided reporting on a regular basis • Developed and implemented new programs such as training, bonuses and attendance polices • Staffing- inclusive of all hiring, terminations, mentoring, and disciplinary counseling
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 25 AnswerNet Response to Request for Proposal February 19, 2019
• Managed Customer Service Department goals and fielded client escalations • Mentored and groomed Team Leaders to coordinate Agent development in their respective teams • Maintained computers, equipment and systems, worked with IT to resolve system issues and outages • Monitored call volume, quality service levels, hold times, disconnects • Created and revised 24/7 agent scheduling based on call volume and historic data • Set and monitored 30/60/90 day revenue, budget and sales forecasts and goals Skills: • Customer Service • High attention to details • Excellent Time Management skills • Excellent Communication skills • Data Management and analysis • Problem identification and solving • Motivation and performance management • Coaching and mentoring • Stress management • Negotiation skills
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 26 AnswerNet Response to Request for Proposal February 19, 2019
Grant Crymes - General Manager
Experience: General Manager
AnswerNet, | January 2017-Present
• Responsible for all aspects of daily operations of the site • Monitor and analyze data for quality/accuracy and delivery of timely reporting. • Create schedules, monitor adherence and manage attendance.. • Oversee agents coaching and development plans as necessary. • Participate in weekly GM call with Plus1 to review weekly Staffing and KPI management. • Manage client service process through daily communication with the team, clients and vendors. • Review and assess agent performance for development and learning opportunities to improve site and agent performance. • Assist sales and marketing team with new business development.
Operations Manager – Xerox | 2001-2017
• Responsible for 4 lines of business with 8 direct reports and 188 indirect reports. • Responsible for overseeing the development and • Responsible for department KPI performance, actions and adherence to client policies. • Responsible for helping train and mentor other members of management across other Xerox sites for folks becoming Operations.
Project Current site is open 24X7 with operations that handle calls from US and some Experience: international locations.
Skills: • Management • QA • Workforce • Training • Customer Service • KPI managment • Telescan Programming • COPC Registered Coordinator
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 27 AnswerNet Response to Request for Proposal February 19, 2019
Brandon Leal – Network Administrator
Experience: Network Administrator Synergy Solutions, an AnswerNet Co. | 2017 - Current • Achieved 99.999% uptime for our 500 seat call centre • Designed and Implemented Cisco Firepower Threat Defense System • Engineered our Hyper-V Environment to satisfy company business needs. • Deployed multiple Site to site VPN tunnels with unique client business requirements • Maintained Level 2 PCI compliance standards for the organization • Constructed a 3-tiered Cisco remote VPN system to satisfy multiple organizational units. • Planned and deployed Symantec Enterprise Encryption server to secure mobile data • Integrated Dual Factor Authentication for remote access for enterprise
System Administrator Roadrunner Pharmacy | 2012 - 2017 • Diagnosed and mitigated an engineering flaw in our network that impacted revenue and productivity • Managed and designed network solutions for a 30 million a year enterprise • Designed an Active Directory overhaul for users and directory infrastructure. • Administrated and supported Cisco Call Manager for a fast-paced call centre Integrating CUCM, UCCX, CUPS and CUC • Configured and supported Cisco ASA 5510, 5516 with Firepower using IDS, Malware and access policies for web filtering. • Planned and successfully deployed expansion networks for campus additions • Reduced broadcast traffic and IP addressing strain by introducing vlans into the network.
IT Director Digitexx | 2008 - 2012 • Built the network from ground zero for an upstart company. • Delivered Exchange 2007 as a business requirement by our executive team • Developed a VoIP system for our multi-national corporation to satisfy company needs • Worked alongside with the research and development team for complex monitoring systems. • Advised CEO and COO with Technical Expertise for Company Direction and
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 28 AnswerNet Response to Request for Proposal February 19, 2019
technology standards
PC Tech III/LAN Administrator Safeway Inc. | 1998 – 2008 • One of 7 administrators servicing over 1200 users in a fast paced call centre environment. • Maintained a high service level in spite of workload. • Created efficient processes to support desktop users.
PC Tech III/LAN Administrator Safeway Inc. | 1998 – 2008 • One of 7 administrators servicing over 1200 users in a fast paced call centre environment. • Maintained a high service level in spite of workload. • Created efficient processes to support desktop users.
Project Brandon Leal is Network Manager/Administrator with 14 years of extensive Experience: experience supporting fast-paced enterprise environments. Possessing a proving track record and passion for network design and implementation, delivering industry standards that deliver availability, scalability, integrity and security. Understanding the urgency of high availability contact centre and production environments, delivering preemptive experience to anticipate liabilities.
Education: University of Phoenix | 2005
• Bachelor of Science in Information Technology
Skills: • Cisco ASA 5516, 5510, ASDM, Site to Site VPN, ikev1,ikev2,NAT Policies, Access Lists, Crypto Maps • Cisco Firepower Threat Defense, Design, Configuration, IDS, Malware, Access Policies • Cisco Call Manager 10.5, Contact Center, Unity, Cisco Unified Presence, UCS, VoIP, PRI, • Cisco 2960X, Layer 2 and 3 Switches, VLAN, QOS, OSPF, RIP, EIGRP, Static Routes, Juniper ex2200, ex4200 • Windows Server 2016, 2012r2, 2008r2, Core, Hyper-V, Virtual Switch, DFS, GPO, WSUS, WDS, DHCP, DNS, RRAS, NPS, Roaming and Mandatory Profiles, Power Shell, Microsoft Exchange 2010, Window Communication Server 2005, TFS, SonicWall, Shadow Protect Server, LoginTC Radius, AAA Server • VMWare 5.X, 6.X, ESXI, ESX, VSphere, VCenter, VMotion, Storage VMotion, Veeam Enterprise Tools • San Technologies, Dell EqualLogic, RAID 5, RAID 6, RAID 10, RAID 50 • Synology Storage Devices, Nortel BCM, Remedy Ticket System, Jira, Jira Kanban Project, PDQ Deploy
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 29 AnswerNet Response to Request for Proposal February 19, 2019
Appendix B: Sample Monitoring
AnswerNet uses an online quality evaluation tool to manage the quality assurance of each program. Using a customized QA checklist, we can monitor agents and track their performance for our clients. AnswerNet is happy to implement the tool for the City, providing reports on both call statistics as well as call flow. Below is a description of our tool and how it works.
• First, the form will request vital information to track the score according to the agent and the program. The call recording can be uploaded to the system, as well as link to the recording if stored on a third-party database.
• Based on our experience, we can build a quality assurance checklist utilizing key elements of the City’s program. We will build the questions and develop weighing, so the scores can be automatically calculated:
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 30 AnswerNet Response to Request for Proposal February 19, 2019
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 31 AnswerNet Response to Request for Proposal February 19, 2019
• Both the supervisor and agents score the call and compare results. Supervisors can log in and look at individual results or use their dashboard to analyze the overall health of a program.
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 32 AnswerNet Response to Request for Proposal February 19, 2019
Appendix C: Sample Reports
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 33 AnswerNet Response to Request for Proposal February 19, 2019
Service Level Report
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 34 AnswerNet Response to Request for Proposal February 19, 2019
Email Notification Report
Messages
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 35 AnswerNet Response to Request for Proposal February 19, 2019
City of Hillsboro, Municipal Broadband Call Center Support ©AnswerNet 2019 36
City of Hillsboro, Oregon Request for Proposals
Fiber to the Premise Municipal Broadband Call Center Support
RFP No. 201812-10038
Contact: Direct Questions to: Greg Mont Email: [email protected] Phone: 503-681-5401
Submit proposals electronically on the City’s ebidding site located at: https://www.hillsboro-oregon.gov/Bid-RFP. Submit Proposals Electronically to: Hard copy proposals will not be considered. Late proposals will not be considered.
Issue Date January 24, 2019
Pre-Proposal Conference February 7, 2019 10:00 AM, PST City of Hillsboro Civic Center, 150 E Main St., Hillsboro, OR 97123 5th Floor Reception
Deadline for Questions: February 11, 2019 5:00 PM
Proposal Due Date Not Later than 2:00:00 PM Pacific Time, February 18, 2019 and Time:
Anticipated Contract April, 2019 Start Date:
Request for Proposals (“RFP”) Availability: This RFP is available electronically at the following: https://www.hillsboro-oregon.gov/bid-rfp . Registration is at no charge and vendors need not subscribe to access Hillsboro RFPs and other bidding opportunities.
RFP No. 201812-10038 1
Table of Contents
1 INTRODUCTION ...... 3
2 STATEMENT OF WORK...... 5
3 PROPOSAL FORMAT, CONTENT, AND SUBMISSION ...... 8
4 PROPOSAL EVALUATION AND AWARD ...... ERROR! BOOKMARK NOT DEFINED.
5 SOLICITATION TERMS AND CONDITIONS ...... 12
6 PROTEST OF SOLICITATION OR AWARD ...... 13
7 CONTRACT TERMS AND CONDITIONS...... 14
Attachment A: Proposer Certifications and Representations Form Attachment B: Key Performance Indicators Attachment C: Cost Proposal (provided by Proposer – there is no form in this instance) Attachment D: City of Hillsboro Contract Terms
RFP No. 201812-10038 2
1 Introduction
The City of Hillsboro (“City”) seeks a firm to provide customer service support for our municipal broadband network. The City’s own staff will provide primary customer service. Such service must consistently reflect and demonstrate our City’s Core Values as shown in 1.2.5.
Contract Term
The City intends to award a single contract as a result of this RFP. The total contract term will be up to five (5) years, including any renewals. The initial term may be shorter, as negotiated by the City and Contractor.
Background
1.2.1 About the City of Hillsboro Proposers are encouraged to visit the City’s website (www.hillsboro-oregon.gov) and learn about the City’s history, our strategic plan, projects and initiatives.
1.2.2 Project/Contract Background Hillsboro is building a phased municipal broadband network for our City. The FTTP network will provide high speed Internet service and VoIP telephone service to both residential and commercial end users citywide. It is the intent of the City to provide these services to each residence and business in the community through a phased network construction project that will begin in 2019. The City has approximately 38,000 households and 6,700 commercial entities. There is a mix of multi-dwelling units (MDU’s), residential, and commercial customers.
1.2.3 Environmental Sustainability Hillsboro is a community in transition. The City has experienced rapid growth and diversification of its population and economic base over the past 20 years. This growth has created new economic opportunities as well as pressures on economic, social and environmental resources.
The City’s Sustainability Plan details the structure and process of the City’s sustainability efforts, including long range goals, principals, ongoing efforts and new opportunities. The City welcomes the support of our contractors and business community in these efforts.
1.2.4 Participation of Minority-owned, Women-owned and Emerging Small Businesses Minority, Women, and Emerging Small Businesses (“MWESB”) are encouraged to propose. All proposers are encouraged to contact and consider MWESBs when subcontracting or partnering. Businesses or individuals will not be discriminated against on the grounds of race, color or national origin, in the awarding of a contract or contracts resulting from this RFP.
RFP No. 201812-10038 3
1.2.5 Core Values Contractor’s services shall consistently reflect and demonstrate our City’s Core Values:
Excellence in Public Service: Striving for excellence in public service is the Stewardship of the Public Trust: Sound, reasonable, objective for all of our work. honest and transparent resource management.
Respect for Diverse Voices and Ideas: Leadership with Ethics and Integrity: Incorporating the voices, ideas and cultures that Ethical conduct and integrity as fundamentals of reflect Hillsboro's rich personality. strong leadership.
Responsiveness in Customer Service: Culture of Teamwork and Communication: Offering fast, friendly, flexible and fair service. Valuing our colleagues and working in collaboration.
Tradition of Reliability: Valuing the stability and Emphasis on Innovation: Creative and practical successes of our history. solutions
RFP No. 201812-10038 4
Estimated Spend
The City’s estimated spend, and seating requirements, will depend in part on customer volume and growth which will change over time.
RFP Questions, Clarifications and Changes
Any Proposer requiring clarification of the information provided in this solicitation must submit specific questions or comments in writing (preferably in email) to the Contact shown on page 1 of this document. The deadline for submitting such questions is also shown on page 1 of this document.
1.4.1 Changes to the RFP and Addenda If the City determines that additional information or clarification to the RFP is necessary, or if changes are made to the RFP, such information will be supplied in addenda, posted as specified on page 1 of this RFP.
Addenda shall have the same binding effect as though contained in this RFP. The City shall issue all addenda not less than five (5) days prior to Proposals Due.
Verbal statements made by the City’s representatives are not binding on the City unless confirmed by written addendum.
2 Statement of Work
Overview/Project Goals
This project involves the initial launch and subsequent customer growth of the new fiber broadband network being installed by the City. Call center support will involve both residential and commercial sales to prospects responding to local marketing efforts as well as help desk support to existing customers. We anticipate that initial work volume will be heavily skewed towards sales activity and keying of connect orders by the Customer Service Representatives (CSR).
The City is seeking proposals that provide maximum flexibility to support this dynamic environment as the system matures over time to include: Support for all call types including peak-volume overflow, after-hours support, outbound notifications of service availability and install reminder calls, and efficient staffing of expected peak call volumes between 5pm to 9pm local time Both dedicated and shared CSR options including partial shift options for dedicated CSRs during peak hours Support across platforms including inbound/outbound calls, email, chat and text.
To enhance the level and accuracy of the customer service experience, the City will provide software tools and require CSR proficiency in the OSS/BSS (Great Lakes Data Systems) and Element Manager System (Calix) to respectively manage customer account data and work order activity as well as remote access into the fiber modem at the customer premises for troubleshooting purposes. For this reason, we anticipate a core team of dedicated CSRs scheduled to cover peak demand along with available shared CSR coverage as needed by the City. Proposers that can provide flexibility and efficient coverage options that can evolve with changing City priorities will be advantaged in the selection process.
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Forecasted call volumes will vary significantly with the pace of network construction and the realized market demand. Research conducted during the business planning phase of the project forecasts eventual market penetration of 39% across 40,000 total residential premises and 30% across 7,000 total commercial entities at full build-out.
Scope of Work
2.2.1 Contractor Tasks/Responsibilities Contractor shall: Represent the City’s fiber municipal broadband system with responsive, friendly, accurate customer services, reflecting our City’s core values, mission and commitments; Act as a partner to the City in providing this support; Provide friendly, knowledgeable, and bi-lingual services; Respond to inbound customer phone calls; Provide live customer chat support; Respond to customer emails (as requested/needed); Provide staff who are all fully-trained (as described further below); Provide a full range of services including technical support and troubleshooting, answers to billing questions, sales, order entry, and service scheduling, post-call surveys, and answers to general product and service inquiries; Provide seamless services so that the customer cannot tell where City services end and Contractor services begin; Be able to answer all types of customer service questions; Effectively use the City’s software system, including but not limited to GLDS software; all dedicated CSRs will use the GLDS Broadhub software platform for all account changes, work order entry, billing, etc.; Effectively use the City’s Calix equipment software as related to the scope of this RFP; Actively and frequently communicate with City’s operational personnel to assure consistent and quality service; Specific coverage hours to be negotiated between City and Contractor Consistently convey professionalism in providing all services; Contractor staff shall have radios or other equipment in order to effectively communicate on a real time basis with personnel in the field; Provide call recording and storage for training and CSR performance evaluation; Provide account-specific training and weekly team training including City involvement where appropriate; Provide a single point of contract for City – such as a project manager or key account representative; Have the capability to execute post call satisfaction survey; and Strongly preferred: provide services from a site that is in close proximity to our City; this is to allow for regular in person meetings, trainings, communications, and relationship benefits.
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2.2.2 City Responsibilities City shall: Assign a contract administrator who will act as the Contractor’s primary point of contact in the performance of this work; Provide day to day contact with City’s customer service liaison/lead; Provide updates regarding volume and need changes; and Provide the license seats and initial training as required by/for use of GLDS and Calix software.
2.2.3 Customer Service Representative The City will require one or more Customer Service Representative(s) who is/are: Knowledgeable; Friendly; Responsive; Accurate; Able to solve problems; Bi-lingual, and Can service both residential and commercial accounts. This person must be expert in use of the City’s GLDS support software. This individual must be a generalist with extensive knowledge of the City’s utility and products. As we are looking for seamless provision of services – whether those services are provided by the Contractor or City staff, the representative should be local to our City/region. The representative’s work must reflect our City Core Values at all times.
2.2.4 Tools for Success Contractor shall provide a work environment and culture to assure quality services and success. Appropriate tools and technology may include, but are not limited to: Call Center Phone system: Five9, Nice InContact, Talkdesk, RingCentral, Zenddesk or approved equal. This system must be cloud-based, with call monitoring software & display, able to integrate with City’s GLDS and CRM system; Call monitoring application; Noise protected workspaces; Suitable, ergonomic working environment, desk spaces and chairs; Cheat sheets and reference resources for customer service staff; Current personnel policies.
2.2.5 Methods and Procedures Contractor and City shall jointly develop and detail all procedures used by CSR in creating connect and other work order types and help/desk/repair calls.
2.2.6 Key Performance Indicators and Performance Requirements The Contractor shall meet the City’s standards for performance as described in this RFP document and in Attachment B. Contractor’s service shall consistently meet or exceed the Acceptable Service Levels described in Attachment B.
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2.2.7 Reporting Contractor shall track and report to the City as per Attachment B. Items in bold will need to be provided approximately 30 days after contract execution. Other reporting will be required as the network grows.
2.2.8 Billing Contractor shall invoice City promptly and regularly. Invoices must include: invoice date, description of work, and dates of work performed. Invoices must be accurate and responsive. Contractor must provide a contact for questions regarding the contractor’s invoices to us. Contractor must return our calls within three business days. Billing assistance must be available during standard business hours.
3 Proposal Format, Content, and Submission
City proposal standards
Proposal will be submitted electronically. See directions in 3.7. Proposal includes Attachment A. Certifications and Representations, signed. Proposal addresses all evaluation criteria in the order presented in this RFP. Proposal is 15 pages or less in length, not including attachments, reports or resumes. Please do not include sales or promotional materials as part of proposal.
These standards are recommended. Proposals not conforming to these standards may receive lower scores if, for example, proposals are overly lengthy or responses to evaluation questions are not easily located within the proposal
Responding to the Written Criteria
Provide a response to each of the criteria below. Address each criterion completely, and in the order provided. Some items require a narrative response, others will specify a form to complete. All forms are also listed in the proposal content checklist below.
Written Evaluation Criteria
A. Organizational Structure and Experience (Maximum points possible: 20) Briefly describe your organization and its history addressing the listed topic areas below. You may provide an organization chart if you wish. a. Company Information: Years in business, description of firm and professional staff, locations and type of voice switching platform(s), firm financial information, former or current litigation. b. Relevant Experience: Experience with providing wholesale voice services to broadband operators. List of customers (current or former) that most closely resemble the project described in this RFP. Briefly describe including implementation dates, scope of work, and services offered. References: Provide 3 references of service providers you serve in a similar capacity and include contact information. Indicate the project/contract value, starting and ending dates, and a brief description of the project/contract. Provide a positive reference for each of the projects named above including: the project, client name, contact person, his/her title (and department if relevant), phone number, and email.
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B. Capacity and Key Personnel (Maximum points possible: 20) a. Describe your company’s capacity to perform services to our City. b. Specify the location that will serve our account and how you will meet our desire for a location in or near our City. c. Describe the policies, benefits, amenities and incentives you have in place to attract and retain top personnel. d. Describe the training and onboarding processes you provide employees.
C. Scope of Work/Qualifications (Maximum points possible: 30) a. Describe how your company is best qualified and able to meet all aspects of the scope of work described in Section 2. b. Specify how you will meet all reporting requirements and KPI measures in Section 2 and Attachment B. Address individual KPIs. c. Are you meeting or exceeding the KPI requirements currently for other clientele, specifically for the highlighted KPIs? d. Describe the infrastructure and resources you have in place to meet/exceed the City’s requirements. e. Describe your inbound trunk capacity. f. What is your ability to handle call escalations internally? g. Do you have an internal quality program? Can you perform both internal quality assurance for phone and chat, and also provide a CSAT platform?
D. Approach (Maximum points possible: 10) a. Describe your approach to this work and your plan for implementation, training, and a proposed schedule.
E. Proposed Price (Maximum points possible: 20) As Attachment C: Provide a menu of pricing to be held firm for the first twelve (12) months of the contract. Provide price options for (at minimum): a. Dedicated representatives b. Shared representatives c. Hours and shifts – at minimum day, evening and night. d. Shift lengths and options, specify how flexible these options are. e. Volume pricing based on number of seats. f. Experience levels
Written Proposal Total Points Possible: 100
RFP No. 201812-10038 9
Proposal Content Checklist
This is a summary of the items to include in your proposal: Attachment A Proposer Certifications and Representations Form, signed by an authorized representative Provide narrative responses to Written Written Evaluation Criteria Responses (your own evaluation criteria form/format) Attachment B Technical Requirements Response Form Attachment C Price Proposal Form
Mandatory Requirements
Proposals not meeting one or more Mandatory Requirements may be rejected as non-responsive. The Mandatory Requirements for this RFP are: N/A (there are no Mandatory Requirements).
Additional Evaluation Tiers.
Additional evaluation tiers include may include interviews and/or site visits, at the City’s sole option. Evaluation criteria is provided for each, below.
Interview Criteria
Same as written evaluation criteria in 3.3, with the exception of pricing.
Interview Total Points Possible: 80
Site Visits
A. Site (Maximum points possible: 10) Includes location, site conditions, working conditions and equipment. B. Capacity/Ability to perform Scope of Work at Site (Maximum points possible: 10) Site capacity and personnel reflect the ability to fully provide the scope of services, as specified in the proposal. C. Professionalism/culture/internal management processes (Maximum points possible: 10)
Site Visit Total Points Possible: 30
Proposal Submission
Once you have completed your proposal, submit your proposal by uploading it electronically through the City’s ebidding site specified on page 1 of this RFP. Do not submit proposals in hardcopy. Hardcopy proposals shall not be accepted for this RFP process.
If you have questions about submitting, contact BiddingoUSA at (323) 206-4114 or email Purchasing at [email protected].
It is the Proposer’s sole responsibility to ensure that its proposal is delivered prior to the RFP closing date and time. Proposals not submitted to the City’s ebidding site by the due date and time shall be considered late. Late proposals shall be ineligible for award consideration. The ebidding site clock will be used to determine timeliness.
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4 Proposal Evaluation
Clarification of Responses
If the City deems one or more proposal needs clarification, it will request such clarification in writing. The City will afford the Proposer(s) contacted an opportunity to respond with the necessary clarification.
Proposal Evaluation
An Evaluation Committee, consisting of not less than three individuals, will evaluate the written proposals. Each evaluator will independently evaluate and score proposals in accordance with the Evaluation Criteria. The City may assign certain evaluators specific Evaluation Criteria, in alignment with the evaluator’s expertise. The City may appoint different evaluation committee members to each tier of the evaluation process. The City reserves the right to conclude evaluation after any evaluation tier and all evaluation tiers, beyond the written evaluation tier, will be conducted at the City’s discretion.
Each evaluator shall independently score each proposal in accordance with the Evaluation Criteria and will then sum his or her scores for each proposal. The scores of all evaluators will then be totaled.
Additional Tiers of Evaluation
After each tier of evaluation, the City will determine the Competitive Range or “short list” of proposals. Those within the Competitive Range will be invited to participate in the next evaluation tier. Scores for each tier of evaluation will be added to previous scores to obtain the total score per proposal. Unless the RFP is cancelled, the City will award to the proposal with the highest score and most advantageous to the City.
References
The City reserves the right to investigate references, including customers other than those listed in a Proposer’s submission. This inquiry may include without limitation, investigation of past performance of any Proposer with respect to its successful performance of similar projects, compliance with specifications and contractual obligations, completion or delivery of a project on schedule, and its lawful payment of employees and subcontractors.
Notification of Intent to Award and Negotiation
4.5.1 Notification of Intent to Award The City shall notify Proposers of its Intent to Award by posting such notification on the website specified on page 1 of this RFP, or the City shall notify Proposers of its Intent to Award by emailing such notification to the individual and business named on Attachment A, at the email address provided.
4.5.2 Negotiation The City will conduct a Serial Negotiation process. The City will commence negotiations with the highest-ranked eligible proposer. At any time during negotiations, the City may terminate negotiations with the highest-ranked eligible Proposer. In this event, the City may commence negotiations with the next highest-scoring eligible proposer, and continue the sequential process until the City has either determined to Award the Contract to the eligible Proposer with whom it is currently negotiating; or decided to cancel the Procurement under ORS 279B.100.
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4.5.3 Negotiable Items The City reserves the right to negotiate final contract terms with the selected Proposer(s) to the fullest extent allowed by law and as in the best interest of the City.
5 Solicitation Terms and Conditions
Proposer Cost of Response Preparation
Proposers will bear sole responsibility for all costs incurred in preparing and providing their proposals in response to this RFP.
Submitted Materials are City Property
All materials submitted for any proportion of a Proposal in response to this RFP, or during any tier of this solicitation, will become the property of the City and will not be returned to proposers.
Proposal Validity
Proposals will remain valid for a period of 90 Days following the Proposal submission deadline.
Solicitation Cancellation, Rejection of a Proposal or All Proposals
The City may cancel the Procurement or reject any or all Proposals in accordance with ORS 279B.100.
The City is not liable to any Proposer for any loss or expense caused by or resulting from the cancellation of a solicitation or rejection of a Proposal.
Disputes
In case of any doubt or difference of opinion as to: The items or service to be furnished under this RFP, or the interpretation of the provisions of the RFP, the decision of the City will be final and binding upon all parties.
Publicity
News releases relating to this RFP will not be made without prior approval by, and in coordination with, the City’s Communication department.
Preference for Recycled Materials
The City will give preference for Recycled Materials as set forth in ORS 279A.125 if:
The Recycled Product is available; The Recycled Product meets applicable standards The Recycled Product can be substituted for a comparable non-recycled product; and The Recycled Product’s costs do not exceed the costs of non-recycled products by more than 5%, or a higher percentage if the City makes such a written determination.
RFP No. 201812-10038 12
Confidentiality
The City is subject to the Oregon Public Records Law (ORS 192.410 to 192.505), which requires the City to disclose all records generated or received in the transaction of City business, except as expressly exempted in ORS 192.501, 192.502, or other applicable law. Examples of such exemptions are: trade secrets (ORS 192.501 (2)) and computer programs (ORS 192.501 (15)). The City will not disclose records submitted by a proposer that are exempt from disclosure under the Oregon Public Records Law, subject to the following procedures and limitations.
The Proposer shall mark all proposal pages containing the records it has determined as confidential under Oregon Public Records Law and shall segregate those pages in the following manner:
Such pages will be clearly marked “Confidential” on each page of the confidential document. Proposer will separate confidential pages from its other Proposal pages by providing the confidential pages to the City in a separate envelope or package. In its proposal, Proposer will cite the specific statutory exemption in Oregon Records Law exempting such pages from disclosure. This section 8.1.9 will prevail in the event these provisions conflict with formatting or response instructions elsewhere in this document.
Proposers may not mark an entire Proposal confidential. Should a proposal be submitted in this manner, the City will hold no portion of the proposal as confidential, unless such a portion is segregated per the bullets above and is determined exempt from Oregon Public Records Law.
Notwithstanding the above procedures, the City reserves the right to disclose information that the City determines, in its sole discretion, is not exempt from disclosure or that the City is directed to disclose by the Multnomah County City Attorney or a court of competent jurisdiction.
Prior to disclosing such information, the City will make reasonable attempts to notify the Proposer of the pending disclosure.
6 Protest of Solicitation or Award
Protest of Solicitation or Contract Documents
Any Proposer wishing to protest this RFP or any provision, specification or contract term herein, must submit such questions, comments or protests to the Contact on page 1 of this RFP.
The deadline for submitting such protests is the same date as the deadline for questions listed on the first page of this RFP.
Content of Solicitation Protest
The prospective Proposer’s written solicitation protest must include all of the following:
Sufficient information to identify the solicitation that is the subject of the protest; The grounds that demonstrate how the procurement process is contrary to law or how the solicitation document is unnecessarily restrictive, is legally flawed, or improperly specifies a Brand Name; Evidence or supporting documentation that supports the grounds on which the protest is based; and A statement of the desired changes to the Procurement process or the solicitation document that the prospective Proposer believes will remedy the conditions upon which the prospective Proposer based its protest.
RFP No. 201812-10038 13
Protest of Contract Award
Adversely affected Proposers who wish to protest the Competitive Range, proposal rejection as non-responsive, the Intent to Award a contract, may do so providing:
The Proposer is adversely affected because the Proposer would be eligible to be awarded the contract in the event that the protest were successful: and The reason for the protest is that all higher-ranked proposals are non-responsive; The City has failed to conduct the evaluation of Proposals in accordance with the criteria or processes described in the solicitation materials; The City has abused its discretion in rejecting the protestor’s Proposal as non-responsive or; The City’s evaluation of Proposals or the City’s subsequent determination of Award is otherwise in violation of its Public Contracting Rules or the Public Contracting Code.
An affected Proposer may only protest its exclusion from a tier of competition if the Proposer is responsible, submitted a responsive proposal and, but for the City’s mistake in evaluating the Proposer’s offer, or other Proposer Offers, the protesting Proposer would have been eligible to participate in the next tier of competition.
All protests must be in writing and physically received by the Purchasing Manager or designee no later than 2:00 PM Pacific Time on the seventh (7th) calendar day after the posted Notice of Intent to Award or postmarked rejection. Address protest to:
Purchasing Manager Finance Department City of Hillsboro 150 E. Main Street Hillsboro, OR 97123
Protests must specify the grounds for the protest including the specific citation of law, rule, regulation, or procedure upon which the protest is based. The judgment used in scoring by individual evaluators is not grounds for protest.
Protests not filed within the time specified time herein, or which fail to cite the specific law, rule, regulation, or procedure upon which the protest is based shall be dismissed. An issue that could have been raised by request for clarification or protest of solicitation or contract documents is not grounds for protest.
7 Contract Terms and Conditions
City Contract
Proposers are advised to thoroughly review and familiarize themselves with the City sample standard contract incorporated as Attachment D. The successful proposer will be invited to enter into a contract in substantially the form attached hereto as Attachment D. Any contract resulting from this RFP shall be based on the RFP documents and in compliance with the City’s Public Contracting Rules and the Public Contracting Code.
Insurance
Proposers are advised to carefully review the insurance requirements contained in the sample standard contract.
RFP No. 201812-10038 14
Intergovernmental Permissive Cooperative Agreement
At the discretion of the Contractor and pursuant to ORS 279A and City procurement rules, other public agencies shall have the ability to purchase the awarded goods and services from the awarded Contractor(s), under terms and conditions of the resultant contract.
Any such purchases shall be between the Contractor and the participating public agency and shall not impact the Contractor’s obligations to the City. Any estimated purchase volumes listed herein do not include other public agencies and the City makes no guarantee as to their participation.
RFP No. 201812-10038 15
EXHIBIT C
AnswerNet Initial Scope of Service
While there are many elements of the business relationship between AnswerNet and HiLight that are subject to – even highly likely – to evolve with growth and other changes, the following represents a best estimate of the initial scope of service to be provided.
Initial Coverage Summary/Proposal
In-House/Single CSR: 9 am – 5 pm M – F 32.5 Hours/Wk. Works 8:30 am – 5:30 pm
In-House/ Utility Billing: Breaks/Lunches M - F 7.5 Hours/Wk. Breaks/Lunches only
No Coverage: Mid. – 9 am Sun-Sat 63.0 Hours/Wk. Recording/Voice Message
AnswerNet: 9 am – Mid. Sun & Sat 65.0 Hours/Wk. Weekends 5 pm – Mid. M – F After Hours
See attached proposed initial coverage schedule.
AnswerNet Staffing
Coverage of the AnswerNet hours would be met utilizing a combination of Dedicated Agents and Shared (Scripted) Agents. Initially, we expect this to include:
Dedicated Agents Initially, we expect to have one dedicated agent available during hours covered by AnswerNet. This will likely require training of multiple agents.
Shared Agents Shared agents will be available to supplement dedicated agent during support/coverage hours.
Within the staffing plan, a bilingual, Spanish-speaking agent will be required to be within this mix for all covered hours.
Agent Training
In order to serve HiLight customers and prospective customers, the following trainings will be necessary for Dedicated Agents:
HiLight Products, Services & Rates HiLight Staff HiLight Methods, Procedures & Policies (including escalation paths) HiLight Staff Billing Systems & Operator Software GLDS Digital Phone Service Provisioning Momentum Third-Party Verification HiLight Staff or VoiceLog Fiber Equipment & CPE Calix
Scripting
HiLight staff will work collaboratively with AnswerNet representatives to draft – and when necessary, update and modify – approved scripting for Shared Agents.
Types of Calls
In the course of supporting HiLight operations and serving HiLight customers, AnswerNet agents will be taking calls (and chats) involving a variety of transactions and call types, including:
General Service Inquiries (about products, rates, serviceability, timelines, etc.) Service Order/Sales Technical Issues / Troubleshooting Billing Customer/community concerns and complaints
Reporting
As a routine component of AnswerNet’s support of HiLight, AnswerNet shall prepare and deliver standard performance reporting including the key performance metrics detailed within the original RFP. (Included as Exhibit C).