provided by the current contractor to the State for the past 12 months. General How many staff members (part time and full time) does the 22 FTEs, fully staffed current contractor have? What are the salaries for each 1 Program Manager position? Please provide the organizational structure of the 1 Trainer current CSED CSSC. 2 Supervisors 1 Lead Customer Service Representative (CSR) 3 CSR Level II 14 CSR Level I Salary information was not available; please refer to the budget provided in the Procurement Library. General Please provide the call flow of the current call center IVR This document will be made available in the procurement and its options/functions. library. General What is the current phone system? Shortel. vendor’s General Does the CSSC currently use chat? If so, how is chat used? The current contractor does not use chat. How many chats are received per month? Is go-live June 1 or July 1, considering the General The CSSC must be operational not later than June 1, 2016, incumbent’s contract ends June 30? Will HSD consider allowing a and the transition must be completed by June 30, 2016, with transition time of longer than 60 days, to enable the a date of July 1, 2016. NM CSED will work with “go live” contractor to order, install and test telecom and the selected vendor during contract negotiations to develop a technology? Deliverable One (1), Due July 1, 2016. Deliverable One (1) will include transitioning plan requirements and will require the contractor to deliver a fully functioning CSSC in accordance with RFP specifications on July 1, 2016. Offerors should include related to the associated “start-up,” costs transitioning requirements i.e., facilities, staff and equipment, etc. in their cost proposal. General What are the services expectations for the onsite services if a The expectation is that live call center agents and their company has secure technologies established outside of managers will work from a location in New Mexico. This NM? RFP has no expectations regarding the location of the technical systems that call center agents use.
provided by the current contractor to the State for the past 12 months. General How many staff members (part time and full time) does the current contractor have? What are the salaries for each position? Please provide the organizational structure of the current CSED CSSC. 22 FTEs, fully staffed 1 Program Manager 1 Trainer 2 Supervisors 1 Lead Customer Service Representative (CSR) 3 CSR Level II 14 CSR Level I Salary information was not available; please refer to the budget provided in the Procurement Library. General Please provide the call flow of the current call center IVR and its options/functions. This document will be made available in the procurement library. General What is the current vendor’s phone system? Shortel. General Does the CSSC currently use chat? If so, how is chat used? How many chats are received per month? The current contractor does not use chat. General Is go-live June 1 or July 1, considering the incumbent’s contract ends June 30? Will HSD consider allowing a transition time of longer than 60 days, to enable the contractor to order, install and test telecom and technology? The CSSC must be operational not later than June 1, 2016, and the transition must be completed by June 30, 2016, with a “go live” date of July 1, 2016. NM CSED will work with the selected vendor during contract negotiations to develop a Deliverable One (1), Due July 1, 2016. Deliverable One (1) will include transitioning plan requirements and will require the contractor to deliver a fully functioning CSSC in accordance with RFP specifications on July 1, 2016. Offerors should include associated “start-up,” costs related to the transitioning requirements i.e., facilities, staff and equipment, etc. in their cost proposal. General What are the services expectations for the onsite services if a company has secure technologies established outside of NM? The expectation is that live call center agents and their managers will work from a location in New Mexico. This RFP has no expectations regarding the location of the technical systems that call center agents use.
FY16%20Call%20Center%20RFP%20Questions%20and%20Answers%20FINAL%20MASTER.DOCX