Transcription
Request for ProposalRFP 2019-10: Call Center ServicesJanuary 21, 2020RFP 2019-10 Call Center ServicesSV.0719Page 1
Table of Contents1.INTRODUCTION. 41.1Overview. 41.2Key Action Dates . 41.3Contact . 41.4Contract Amount . 51.5Contract Term. 51.6Contract Amendment . 51.7Bidders’ Conference and Registration (Use only when conducting aBidders’ Conference) . 51.8Bidders’ Questions . 71.9Submission of Final Proposal . 71.10Format of Proposals . 81.11Covered California Rights . 101.12Rejection of Proposals . 111.13Errors in Final Proposals . 131.14Protest . 131.15Disposition of Bids . 151.16Contract Execution and Performance . 151.17Subsequent Solicitation . 151.18Addition or Subtraction of Services . 161.19News Releases and Social Media . 162.PROJECT TEAM QUALIFICATIONS. 162.1Project Team Minimum Qualifications . 162.2Project Team Desirable Qualifications . 162.3Reassignment of Personnel. 163.SCOPE OF WORK . 173.1Background . 173.2Purpose . 183.3Scope of Work . 183.4Contract Completion Criteria . 183.5Deliverable Acceptance Criteria . 183.6Contractor’s Roles and Responsibilities . 193.7Covered California’s Roles and Responsibilities . 20RFP 2019-10 Call Center ServicesSV.0719Page 2
3.8Project Assumptions and Constraints . 203.9Payment and Invoicing . 214.PROPOSAL RESPONSE CONTENT . 214.1Proprietary Information and Confidential Status of Responses . 214.2Administrative Requirements . 214.3Technical Requirements . 225.AWARD AND SELECTION CRITERIA . 245.1Written Responses to This RFP Will Be Evaluated In Phases. 245.2Interviews . 255.3Evaluation Criteria . 255.4Technical Requirements Scoring Criteria . 285.5Cost Score . 286.PREFERENCE PROGRAMS . 296.1Small Business (SB) Preference . 296.2Disabled Veteran Business Enterprise (DVBE) –Declaration and Program Incentive . 316.3Commercially Useful Function . 336.4Target Area Contract Preference Act (TACPA) . 34Attachments. 35Model Contract with Exhibits . 35RFP 2019-10 Call Center ServicesSV.0719Page 3
1.1.1INTRODUCTIONOverviewYou are invited to review and respond to this Request for Proposal (RFP). Bysubmitting a proposal, your organization agrees to the terms and conditionsstated in this RFP.Read this document and any attachments in their entirety and carefully,as they may contain binding provisions that affect your rights andobligations. You must comply with the instructions contained in this document.Responses to this RFP must be submitted to the Covered California contactnoted in Section 1.3 below.1.2Key Action DatesBidders are advised of the key dates and times shown below and are requiredto adhere to them. All times noted in this document are Pacific Time (PT).KEY ACTION DATESRequest for Proposal Release Date:Tuesday, January 21, 2019Questions Due Date and Time:Tuesday, January 28, 2019by 12:00 p.m. PSTTuesday, February 4, 2019Responses Posted By:Proposals Due Date and Time:1.3Interviews/Site VisitsWednesday, February 12, 2020by 12:00 p.m. PSTWeek of March 2, 2020Notice of Intent to Award:Week of March 9, 2020Estimated Term Dates:April 1, 2020 to March 29, 2024ContactFor questions regarding this Request for Proposal (RFP), please:E-mail address: HBEXSolicitation@covered.ca.gov(For all communications, subject line must include: RFP 2019-10)Covered CaliforniaBusiness Services Branch/Sheryl Brewer1601 Exposition Blvd.Sacramento, CA 95815Phone calls will not be accepted.RFP 2019-10 Call Center ServicesSV.0719Page 4
1.4Contract AmountResponses shall not exceed 80,000,000 in total costs. Responses that exceedthis amount will not be considered for selection.It is currently expected that the estimated funding for the contract will notexceed approximately 20,000,000 per year for the term of the contractincluding extensions, if any.Funding is subject to annual budget approval by the Covered California Boardof Directors. If full funding does not become available, Covered California mayterminate or amend the contract to reflect reduced funding and reduceddeliverables.1.5Contract TermThe initial term of the contract shall be for 4 years, from April 1, 2020 throughMarch 29, 2024. The contract term is subject to change.The resulting contract will be of no force or effect until signed by both parties.Performance shall not commence until a valid contract has been executedbetween the successful Bidder and Covered California. Covered California willnot pay for any services performed prior to the execution of a valid contract.1.6Contract AmendmentCovered California may, in its sole discretion, extend the term of the contractfor two (2) additional two (2) year terms. The total number of contract yearsshall not exceed eight (8) years.If mutually agreed upon by Covered California and the Contractor, the contractmay be amended to include additional funding at the same rates provided in theBidder’s original proposal.RFP 2019-10 Call Center ServicesSV.0719Page 5
1.7Bidders’ QuestionsBidders must submit any questions regarding this RFP by the due date andtime specified in the Key Action Dates table in Section 1.2. Only emailquestions addressed to the contact person listed in Section 1.3 will beaccepted. Bidders must provide sufficient specific information to enableCovered California to identify and respond to their questions. When submittingquestions, please reference the RFP number.Responses to questions received during the Bidder Question time period shallbe posted on the website at http://hbex.coveredca.com/solicitations/. Bidderswho fail to report a known or suspected problem with the RFP or who fail toseek clarification or correction of the RFP do so at their own risk.In its sole discretion, Covered California may contact a Bidder to seekclarification or additional information regarding any question received1.8Submission of Final Proposal1. Bidders’ Cost: Costs for developing proposals and attending BidderConferences are entirely and solely the responsibility of the Bidder and arenot chargeable to Covered California.2. Completion of Proposals: Bidders are required to be both responsive (fullycompliant) and responsible (capable and qualified to perform work) relative tosolicitation requirements. Proposals must be complete in all respects andcontain all required items as described in the requirements established withinthis RFP, its attachments, and any written responses to questions oramendments posted by Covered California on its website. A Final Proposalmay be rejected by Covered California, in its sole discretion, if it is conditionalor incomplete, or if it contains any alterations of form or other irregularities ofany kind. A Final Proposal must be rejected by Covered California if anydefect or irregularity constitutes a material deviation from the RFPrequirements as determined by Covered California, in its sole discretion.3. False or Misleading Statements: Proposals which contain false ormisleading statements, or which provide references which do not support anattribute or condition claimed by the Bidder, may be rejected. If, in theopinion of Covered California, such information was intended to misleadCovered California in its evaluation of the proposal, or was included inCovered California’s sole opinion as a result of gross negligence attributableto the bidder, and the attribute, condition or capability is a requirement ofthis RFP, it shall be grounds for rejection of the proposal.4. Errors: If a Bidder discovers any ambiguity, conflict, discrepancy, omissionor other error in this RFP, the Bidder shall immediately notify CoveredCalifornia of such error by email to the contact in Section 1.3 and requestRFP 2019-10 Call Center ServicesSV.0719Page 6
modification or clarification of the RFP. Modifications or clarifications will begiven by written notice posted on the website athttp://hbex.coveredca.com/solicitations/ without divulging the source of therequest for modification or clarification. Covered California shall not beresponsible for failure to correct errors or any Bidder’s failure to regularlyand timely check the website for changes.5. Importance of Meeting Deadlines: Bidders are responsible and assume allrisks for the delivery and receipt by Covered California of all submissionsprior to the submission deadline. If a Bidder mails or otherwise ships thesubmission via a generally recognized approved transportation entity suchas the U.S. Postal Service, Federal Express, United Parcel Service, etc.and provides Covered California with the entity’s package trackinginformation and the tracking information indicates its delivery at CoveredCalifornia by the submission deadline, the package will be considered tohave arrived on time. U.S. Postal Service postmarks or other indicia ofmailing of shipment, however, will not be accepted as proof of timelydelivery. Faxed or electronic submissions will not be accepted. The stateddeadlines for submitting and receipt of all materials to Covered Californiawill be strictly enforced. Submissions that are incomplete or received afterthe stated deadline may not be accepted.6. Assessment of Proposals: All proposals will be assessed based ondetermining the “Best Value” in the sole opinion of Covered California andthe selection, if made, will be made to a single Bidder. The Scope of Work(SOW), bidder’s proposal, and bid may, in Covered California’s solediscretion, be made a part of the resulting Contract.1.9Format of ProposalsThis RFP requires Bidders to submit a Final Proposal that contains all requiredAdministrative and Technical Attachments and Exhibits, and that is submitted ina sealed envelope or container when delivered to Covered California. Thesealed package must be plainly and clearly marked on its face with: (1) theRFP number and title; (2) the Bidder’s name and address; and (3) the words“DO NOT OPEN”, as shown in the following example:RFP 2019-10: Call Center ServicesAttention: Sheryl BrewerCovered CaliforniaBusiness Services Branch1601 Exposition Blvd.Sacramento, CA 95815DO NOT OPENBids not submitted under sealed cover may be rejected in the sole discretion ofCovered California.RFP 2019-10 Call Center ServicesSV.0719Page 7
1. Copies RequiredProvide one hardcopy marked “MASTER,” 6 additional hard copies marked“COPIES” and one CD-ROM. All copies requested must be identical to theMASTER including the CD-ROM. Each copy of the proposal must becomplete, including all required attachments and documentations.The digital copy, including all attachments and exhibits, must be provided insearchable text format (e.g., Microsoft Word , searchable Adobe PDF)and free of any password or encryption protection.2. Narrative Formata. Narrative portions of proposal responses should be prepared so as toprovide a straightforward, concise delineation of the Bidder’s capabilitiesto satisfy the requirements of this RFP. Emphasis should be onconformance with the RFP instructions, responsiveness to the RFPrequirements and completeness and clarity of content. Expensivebindings, colored displays, promotional materials, etc., are not necessaryor desired.b. Bidders must follow the format requirements listed below for all narrativeportions of the RFP. Failure to do so may result in an entire proposal oraffected section not being read or evaluated, at Covered California’s solediscretion.1) Use a Times New Roman, Arial, or Calibri font of at least 12-pointsize throughout. Exception: if a form is required by CoveredCalifornia that contains a smaller font.2) Print all pages single-sided on letter size (8.5 by 11 inches) whitepaper with single line spacing, unless otherwise noted.3) Use one-inch margins at the top, bottom and sides.4) Sequentially number the pages in each section and clearly identifyeach section in the order requested. When a page limit is noted,pages exceeding the limit will not be reviewed or scored. It is notnecessary to paginate the required forms.5) Place the Bidder’s name in a header or footer on every page. If theBidder's name is not already entered elsewhere on a completedcertification or form, add it to a header, footer or signature block.RFP 2019-10 Call Center ServicesSV.0719Page 8
6) Have a person who is authorized to bind the proposing entity signeach RFP attachment that requires a signature in blue ink. Signaturestamps are not acceptable.7) Place the original signed attachments in the set marked “MASTER.”Additional copies may have photocopied signatures on attachmentsand throughout the document.3. All proposals must be based on and conform to the Model Contractprovided with this solicitation as described in Exhibit A – Scope of Work,and the contract General Terms and Conditions provided in Exhibit C.Bidders should review the Model Contract in its entirety prior to submitting aproposal. Bidders must submit as part of their response any changes orexceptions to the Model Contract that they wish to negotiate. However,extensive or significant exceptions to the Model Contract may make theproposal non-responsive to the RFP if Covered California, in its solediscretion, determines that the proposed exceptions materially change thecontractual relationship between the parties. Bidder proposed changes orexceptions must be documented via tracked changes to the documentscontained in the Model Contract. All Model Contract changes or exceptionsmust be included in the Bidder Proposal at the time of submission. Noadditional exceptions may be presented during contract negotiations.Covered California reserves the right to reject all exceptions in the BidderProposal.1.10Covered California Rights1. Verification of Bidder InformationBy submitting a proposal, Bidders authorize Covered California to:a. Verify any and all claims made by the Bidder including, but not limited to,verification of prior experience and possession of all other requiredqualifications.b. Check any and all references identified by Bidder, or any other resourceknown or identified by Covered California, to confirm the Bidder’sbusiness integrity and history of providing effective, efficient, competentand timely services.2. Covered California may, in its sole discretion, modify the RFP prior to thebid submission deadline by the issuance of an addendum on the websitelisted at http://hbex.coveredca.com/solicitations/.RFP 2019-10 Call Center ServicesSV.0719Page 9
3. Covered California reserves the right to reject any bid that does not satisfythe requirements set forth in the RFP. Before submitting a response to thisRFP, Bidders should review, correct all errors, and confirm compliance withall of the RFP’s requirements.1.11Rejection of ProposalsDeviations may cause a proposal to be deemed non-responsive and not to beconsidered for award. Covered California may reject any or all proposals and/ormay waive any immaterial deviation or defect in a proposal. CoveredCalifornia's waiver of any immaterial deviation or defect shall in no way modifythe RFP documents or requirements and shall not excuse the Bidder from fullcompliance with the RFP specifications if awarded a contract.FINAL PROPOSALS NOT RECEIVED BY THE DATE AND TIME SPECIFIEDIN SECTION 1.2 KEY ACTION DATES OR THAT ARE NOT SEALED, willremain unopened and, if delivery is accepted, will be maintained separatelyfrom proposals that have been timely received. Proposals received afterexpiration of the deadline may only be opened and considered upon writtenapproval of Covered California’s Executive Director or his/her designeespecifying the reason(s) for acceptance and consideration of the untimelyproposal.Issuance of this RFP in no way constitutes a commitment by CoveredCalifornia to award a contract. Covered California reserves the right to rejectany or all proposals, or portions of proposals, received in response to this RFP,or to amend or cancel this RFP at any time. In the event of such cancellation,Covered California may reissue the RFP at a later date.Covered California reserves the right to consider contractor’s past performancewith Covered California in its selection of a Bidder pursuant to this RFP.1. Non-Responsive ProposalsA proposal may be deemed non-responsive and subsequently rejected ifany of the following occur:a. A submission is received after the exact time and date set forth inSection 1.2 Key Action Dates for receipt of each submission.b. The Bidder fails to meet any of the eligibility requirements specif
1.3 Contact . For questions regarding this Request for Proposal (RFP), please: E-mail address: HBEXSolicitation@covered.ca.gov (For all communications, subject line must include: RFP 2019-10) Covered California . Business Services Branch/Sheryl Brewer . 1601 Exposition Blvd. Sacramento, CA 95815 . Phone calls will not be accepted.
