Bid Solicitation: BD-23-1076-OCDDE-OCD01-87661
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Responses Due in 13 Days, 19 Hours, 5 Minutes
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Invitation Only Opportunity
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Header Information
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Bid Number:
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BD-23-1076-OCDDE-OCD01-87661
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Description:
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PRF76 - RFQ - Amended DHS Field Operations Temporary Inbound Call Support
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Bid Opening Date:
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05/05/2023 04:00:00 PM
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Purchaser:
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Bob Glover
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Organization:
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Department of Housing and Community Development
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Department:
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OCDDEPT01 - Department of Housing and Community Development
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Location:
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HS003 - Housing Stabilization
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Fiscal Year:
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23
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Type Code:
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SS - Statewide Solicitation
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Allow Electronic Quote:
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Yes
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Alternate Id:
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DHCD2023-47
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Required Date:
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04/21/2023
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Available Date
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04/21/2023 04:00:00 PM
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Info Contact:
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jesse.cohen@mass.gov or 617-573-1104
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Bid Type:
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CLOSED
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Informal Bid Flag:
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No
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Purchase Method:
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Open Market
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Pre Bid Conference:
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Bulletin Desc:
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This is an amended bid replacing the original bid of BD-23-1076-OCDDE-HS003-87101 to add additional vendors from PRF76 CAT9
All original questions will be answered and attached to this bid.
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Ship-to Address:
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Department of Housing and Community Development - OAF
100 Cambridge Street
Suite 300
Boston, MA 02114
US
Email: jennifer.mccabe@state.ma.us
Phone: (617)573-1260
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Bill-to Address:
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Department of Housing and Community Development - OAF
100 Cambridge Street
Suite 300
Boston, MA 02114
US
Email: jennifer.mccabe@state.ma.us
Phone: (617)573-1260
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Print Format:
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File Attachments:
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Attachment B - Draft SOW for Inbound Call Support.pdf
Attachment C - Five9-recommended-headsets.pdf
Attachment A - Commbuys Instructions.pdf
Notice of Amendment RFQ Inbound Call Support.pdf
RFQ Amended for Inbound Call Support~2.pdf
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Form Attachments:
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Required Quote Attachments
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SBPP (Small Business Purchasing Program) Eligible?:
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NO
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See SBPP requirements and exceptions at www.mass.gov/sbpp :
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Amendments:
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Amendment #
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Amendment Date
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Amendment Note
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1
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04/21/2023 04:17:44 PM
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Header 1. Bulletin Desc changed from "This is an amended bid replacing the original bid of BD-23-1076-OCDDE-HS003-87101 to add additional vendors from PRF76 CAT9" to "This is an amended bid replacing the original bid of BD-23-1076-OCDDE-HS003-87101 to add additional vendors from PRF76 CAT9
All original questions will be answered and attached to this bid.".
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Item # 1:
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80-10-00-00-0000
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The purpose of this procurement is to engage a third-party staffing solution to provide limited-scope support answering inbound calls to augment existing DHCD staff while DHCD expands its staffing levels through hiring. The third-party staffing solution would provide the following..
A - A complement of call agents to provide inbound call support services under the direction of DHCD during regular hours of operation currently 8 a.m. to 5 p.m. Eastern Time, but subject to change. Minimum of 15 FTE call agents should be made available for work at all times during the hours of operation, unless otherwise directed by DHCD, although more may be needed to accommodate third-party call agent time off. DHCD may request higher consistent staffing levels based on demand and call wait times.
B - A supervisory - team lead structure to be proposed by the vendor of an appropriate ratio to the number of call agents.
C - A limited number of project management FTEs to manage coordination with DHCD around staff onboarding, training, technology needs, issue escalation and remediation, and data-reporting.
The primary function of the call agents will be to answer initial inbound calls from prospective applicants looking to apply to the EA program and applicants looking to check on their application status and-or provide updated information to DHCD. Call agents will collect relevant caller information in an electronic tracker that DHCD staff will use to generate work assignments for DHCD staff to follow up with callers based on reasons for the call and prioritization based on caller safety. Third-party call agents will use DHCDs contact center technology solution and any related data management and tracking systems required. DHCD will provide training on relevant protocols, scripts, and technology. Third-party staff would work remotely. The vendor would provide required technology e.g., devices, peripherals, internet connection, etc. for all third-party staff, including but not limited to computers and headsets that are compatible with the requirements for a Five9 phone solution.
The selected Bidder would be required to begin planning, onboarding, and training activities on or about approximately June 12, 2023, and start fielding inbound calls on or about approximately July 1, 2023. DHCD may elect to establish an alternative start date as needed. The estimated term of the SOW entered into under this RFQ is expected to consist of an initial term of approximately twelve weeks, June 12 - September 1, and may be renewed or extended at agreed upon intervals - during the term of the PRF 76 Statewide Contract, which currently ends on September 30, 2027, upon written agreement by the awarded Bidder and DHCD, subject to satisfactory contractor performance, appropriation, and the availability of funding. The initial term and all renewals or extensions shall be referred to collectively as the Term.
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U N S P S C Code:
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80-10-00
Management advisory services
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80-10-00-00
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Management advisory services
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80-10-00-00-0000
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Management advisory services
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Qty
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Unit Cost
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UOM
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Total Discount Amt.
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Tax Rate
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Tax Amount
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Total Cost
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1.0
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