Employment History. In addition to providing a resume, the Contractor must provide a detailed narrative highlighting why the proposed Key Project Personnel possesses the necessary experience, education, training and professional certifications to successfully perform assigned role/responsibility on the Project. This can be accomplished on Attachment 7 of the RFP document, Offeror Profile forms. Project Manager The proposed candidate must have experience as a full-time Project Manager overseeing the implementation of a document and workflow management project that is similar in size and scope to this project. He or she must also have experience as a full-time Project Manager responsible for system requirements development, specification, design and implementation to the production of an enterprise level management system in the public sector. The candidate must have five (5) years’ experience or more implementing and managing complex public sector programs and must have at least a bachelor’s degree from an accredited college. IT Lead The candidate must have experience as an integration architect for a document and workflow management implementation project that is similar in size and scope to this project. He or she must have at least a bachelor’s degree from an accredited college. Outreach/Relationship Managers The offeror must propose sufficient staff to perform the duties detailed in Section 3.3:8 above. The candidates will have demonstrated and referenceable experience developing professional relationships with a broad range of individuals such as; elected officials, medical professionals, state and county child support professionals, etc. Candidates will also demonstrate an ability to balance multiple responsibilities and manage shifting priorities without direct supervision. They must also have experience in outreach/marketing and training materials creation and delivering user training for a wide range of audiences. He or she must have at least a bachelor’s degree from an accredited college. 5.0 Call Center The Contractor must staff the Customer Service Help Desk throughout the day with the number of operators appropriate to meet the performance specifications defined below: Maintain the average call response time at or below 60 seconds; Respond to all email inquiries within one (1) business day; Respond to all voicemail inquiries within one (1) business day; Respond to all correspondence received within two (2) business days; Maintain, at a minimum, a monthly average call answer rate of 97%; and Maintain a busy rate at or below 1% of calls.
Employment History. In addition to providing a resume, the Contractor must provide a detailed narrative highlighting why the proposed Key Project Personnel possesses the necessary experience, education, training and professional certifications to successfully perform assigned role/responsibility on the Project. This can be accomplished on Attachment 7 of the RFP document, Offeror Profile forms. Project Manager The proposed candidate must have experience as a full-time Project Manager overseeing the implementation of a document and workflow management project that is similar in size and scope to this project. He or she must also have experience as a full-time Project Manager responsible for system requirements development, specification, design and implementation to the production of an enterprise level management system in the public sector. The candidate must have five (5) years’ experience or more implementing and managing complex public sector programs and must have at least a bachelor’s degree from an accredited college. IT Lead The candidate must have experience as an integration architect for a document and workflow management implementation project that is similar in size and scope to this project. He or she must have at least a bachelor’s degree from an accredited college. Outreach/Relationship Managers The offeror must propose sufficient staff to perform the duties detailed in Section 3.3:8 above. The candidates will have demonstrated and referenceable experience developing professional relationships with a broad range of individuals such as; elected officials, medical professionals, state and county child support professionals, etc. Candidates will also demonstrate an ability to balance multiple responsibilities and manage shifting priorities without direct supervision. They must also have experience in outreach/marketing and training materials creation and delivering user training for a wide range of audiences. He or she must have at least a bachelor’s degree from an accredited college. 5.0 Call Center The Contractor must staff the Customer Service Help Desk throughout the day with the number of operators appropriate to meet the performance specifications defined below: Maintain the average call response time at or below 60 seconds; Respond to all email inquiries within one (1) business day; Respond to all voicemail inquiries within one (1) business day; Respond to all correspondence received within two (2) business days; Maintain, at a minimum, a monthly average call answer rate of 97%; and Maintain a busy rate at or below 1% of calls.
0A1209_Supplement%201%20Work%20and%20System%20Requirements.docx