| | Further Note: This RFP is now closed and we are analyzing the proposals.
Thank you for you submissions. Please allow time for this process. We expect to have more information the week of January 20th, 2020.
NOTE: We are extending the deadline for submittal to Monday December 23rd. Questions can be found at the following link: https://internet.lanwt.org/en-us/Pages/IVRPhoneQuestions.aspx
REQUEST FOR PROPOSALS IVR / PHONE SOLUTION INTRODUCTION It is the mission of Legal Aid of NorthWest Texas (LANWT) to ensure equal justice for the millions of Texans living in poverty through the provision of high-quality legal representation and to improve the lives of low-income Texans through the rule of law. LANWT is a 501c3 organization providing free advocacy, legal representation, and community education that ensures equal access to justice for all. LANWT operates 15 offices across 114 counties throughout North and West Texas in both rural and metropolitan areas. LANWT is one of three full service legal providers in Texas that provide advocacy through community education, legal advice, brief services, negotiations, administrative representation, litigation, community redevelopment, community lawyering, pro bono representation, and pro se assistance and resources. LANWT works steadfastly with numerous community partners to reach those in need of free legal assistance, many of whom are shelter residents experiencing homelessness or victims of violence seeking safety. Oftentimes those in need have limited means of communication, and an effective telephone solution is vital as we seek to lift people out of poverty through legal guidance and assistance.
PROJECT OVERVIEW In responding to the legal needs of disaster survivors, the three legal aid agencies in Texas realized that a statewide coordinated and collaborative approach to connect those in need with available services would resolve a number of challenges. Ideally, the approach would incorporate advanced technologies and allow for the more effective use of pro bono volunteers. To that end, Legal Aid of NorthWest Texas, Lone Star Legal Aid, and Texas RioGrande Legal Aid are collaborating to develop a statewide guided navigation and intake platform utilizing innovative Interactive Voice Response (IVR) technology. A key element of the new platform is an upgraded phone system capable of integrating the new technology. Legal Aid of NorthWest Texas is seeking an IVR capable telephone solution to be the telephonic component in a multifaceted, interactive legal information and intake process. The phone system will seamlessly integrate into the overall process to include multiple input and output channels such as voice, chat, text, web, and mobile forms of communication. The phone system should have innovative, responsive, and flexible architecture providing text to speech and Application Program Interface (API) technologies. It must be capable of handling the rigors of daily call volume, voice, and unified communications for offices across a geographically dispersed region. The phone system is part of a larger statewide collaborative project funded by a grant awarded by the Legal Services Corporation pursuant to the 2017 Disaster Supplemental Appropriations, which provided special federal funding for survivors of hurricanes Harvey, Irma, and Maria, as well as the 2017 California wildfires. There were an estimated 13 million victims in Harvey-affected areas. This is in addition to the 15 declared disasters in the eastern and Gulf Coast regions of Texas in a 24-month period. Many of those displaced by Harvey relocated temporarily to LANWT's service area, and quickly connecting survivors to service providers proved to be a challenge. The objective is to not only to improve the efficiency of client service operations but also to provide callers with resources and referrals using an automated system.
Key details of this RFP:Deadline for RFP 5:00 p.m. (CST), Friday, December 13, 2019 All contractor costs associated with preparing responses or proposals in response to this RFP are to be borne solely by the contractor. Neither LANWT nor LSC are responsible for any costs or expenses related to the preparation of a proposal. Project Start Date Successful candidate must be prepared to start immediately upon selection. Selection expected to be complete by December 31, 2019. Project Completion Deadline April 30, 2020. Including testing, roll out, evaluation issue management, final adjustment, and final reporting. PROJECT GOALS The overriding goal is to provide multichannel lines of communication in the wake of a large-scale Texas disaster despite any disruption of our operations. It is imperative that communication lines stay open for disaster relief workers and for the automated help system for survivors. There are three parts to this RFP: a phone system, an IVR call center, and a texting platform. Bidders can submit independent proposals for any of the three individual parts, or a single proposal for all three with each part quoted separately and with sufficient itemized detail to stand as an independent bid. The goals of each of the three parts are as follows: Part 1. Phone System- To provide phone resiliency, mobility, future proofing, scalability, and backup use alternatives, adding the extra benefit of UCS or UCaaS set of services in a modern phone system.
- To follow a disaster worker and allow multiple means of voice communications.
- To plug into the web-based case management system in the event of skills based call connections.
- To be available even in catastrophic events.
Part 2. IVR Call Center- To provide a voice intermediary with an automated backend to a web-based case management system.
- To utilize text to speech and speech to text conversion thru an API interface.
- To be available even in catastrophic events.
Part 3. Texting Platform- To provide another communication channel to the web-based case management system.
- To provide a direct and interactive conversation with an AI and smart navigation capable web-based case management system.
- To be a receiving platform for helpful tools and information to be disseminated.
- To communicate with the web-based case management system through an API interface with the ability to converse by long code and potentially send short messages as well.
- To be available even in catastrophic events.
SCOPE OF WORK AND DELIVERABLES Below is a list of critical features and scope of services for each part identified above, it is not an all-inclusive list. Your proposal must include specified documentation, an indication of whether you are able to meet or exceed the performance specifications provided and an explanation of any exceptions. LANWT will be looking for the best overall value, capacity for growth, and ease of use. LANWT will NOT consider any proposal that does not include items marked with an asterisk (*). It is non-negotiable. Part 1. Phone system Overall Architectural Schema- Minimum of 350 users, including limited service lines in breakrooms and for interns.
- Minimum of 26 offices with varying connection status including:
- Fiber connection;
- Coax connection;
- Connection provided by host organization;
- Flexibility to accommodate a variety of users per site from three (3) people to eighty (80) people.
- Ability to accommodate multiple incoming local lines and toll free lines.
- SD-WAN under development to supplant connection considerations.
Pricing, Pricing Methodology and Billing- Charitable non-profit 501c3 pricing plan.
- Contractual obligations or terms of service.
- Maintenance plan for any premise equipment.
- Documentation of Service Level Agreement.
- Documentation of Master Service Agreement.
- Specify all associated costs (short term, long term, one time, and recurring).
- Estimated federal surcharges, FCC fees, 911 fees, municipal fees.
- A dedicated account representative.
- Easy billing.
- Provide consolidated and itemized billing by address/location.
Installation and Usage Information- Provide information regarding project management, deployment/implementation plan, or assistance you will provide.
- Provide installation guides, reference guides, and configuration help.
- Identify and describe pre-configured equipment (if any).
- Provide your failover and business continuity plan* (hosted).
- Provide your failover and business continuity architecture* (on premise equipment).
- Provide methods for resiliency and survivability.
- Identify ongoing technical support and issue resolution process.
- Provide an import/export facility.
- Provide cheat sheet guides.
- Provide exposed elements API guide.
- Address issues regarding less capable or breakroom phones.
- Identify training you will provide.
- Provide information regarding the ability to drill through resident firewalls. Including:
- http and https protocols;
- trouble shooting guides.
Features Sought- Administrative control panel.
- API interface.* (Restful API is preferred).
- IVR, phone tree, and multiple automated call attendants.
- Voice recognition and response (prompting).
- Text to speech (TTS) prompts.
- Recorded prompts.
- Dual tone multi-frequency (DTMF) signaling.
- Voicemail.
- Standard phone system features, including:
- Forwarding, hold, hunt grouping, prioritization, conferencing, caller ID, extension dialing, visual contact list, twinning.
- Remote agent capabilities. Including:
- Soft phone capabilities on smart phones;
- Soft phone capabilities on personal computer;
- USB headset compatibility.
- Provide handset compatibility and pricing regarding
- VoIP;
- Digital;
- Headset (wired and wireless).
- Provide details and pricing for any other network or telecom equipment.
- Unified communications either provided on premise USC solution or by UCaaS
- Value added or extra expenditure
- Personal audio bridge;
- Personal web conference;
- Personal faxing;
- Voicemail to e-mail.
- DID call block support.
- Local number support.
- Toll free number support.
- Long distance support.
Other- Reporting facility
- Usage statistics, packet drops, line usage, user history, system status.
Part 2. IVR Call Center Solution Overall Architectural Schema- A single backend connection to a web-based case management system.
- Ability to handle a large number of concurrent phone calls.*
Pricing, Pricing Methodology and Billing- Charitable non-profit 501c3 pricing plan.
- Easy billing.
Installation and Usage- Act as a completely automated platform.
- Pass through conversations with web-based case management system via API capability.
- Provide implementation and deployment plan.
- Provide programming resources and guidance.
- Provide exposed elements and API guide.
- Suggest or provide programming tools.
- Suggest or provide other programming resources.
- Identify ongoing technical support and issue resolution.
- Provide your failover and business continuity plan.*
- Identify training you will provide.
Features Sought- API interface.* (Restful API is preferred.)
- Text to speech and speech to text translation (TTS).*
- Toll free number call support.
- Local number call support.
- Third party call transfers.
- Reporting facility with usage statistics.
Other Features Sought for Future Deployments (not required, but considered a plus)- Dual tone multi-frequency (DTMF) signaling.
- Skills base routing.
- Multiple call center campaigns.
- Multiple line integration.
- Call queues.
- Queue callback.
- Call center agents.
- Voice recognition and response (prompting).
- Text to speech prompts.
- Recorded prompts.
- Additional reporting facilities:
- Agent statistics,
- Dropped calls, abandoned calls.
Part 3. Texting Platform Overall Architectural Schema- A single backend connection to a web-based case management system.
- The ability to handle a large number of concurrent text messages.*
Pricing, Pricing Methodology and Billing- Charitable non-profit 501c3 pricing plan.
- Easy billing.
Installation and Usage- To act as a completely automated platform.
- Pass through conversations with web-based case management system via API capability.
- Provide implementation and deployment plan.
- Identify ongoing technical support and issue resolution.
- Provide programming resources and guidance.
- Provide exposed elements and API guide.
- Suggest or provide programming tools.
- Suggest or provide other programming resources.
- Provide your failover and business continuity plan.*
- Identify training you will provide.
Features Sought- Command or administrative console.
- API interface.* (Restful API is preferred.)
- Ability for long code interactive messages.
- Ability for short code messages.
Other
STRUCTURE AND PROJECT PROPOSAL TIMELINE Our goal is to select a vendor in December 2019 and have the contract executed in the first few weeks of January 2020. Structure your proposal similar to this RFP. Present the following sections and any other relevant information: - Vendor information, including contact information for point-person.
- Summary of proposal.
- Company background information, including experience with similar projects.
- Proposed services and deliverables.
- Timeline, budget and pricing methodologies.
- Testimonials or referrals.
BUDGET AND PRICING Identify in an itemized format all expected expenditures as completely and transparently as possible. Costs to include (both one time and recurring costs): - Software or hardware.
- Installation.
- Programming and configuration.
- Conversion costs.
- Ongoing maintenance fees.
- Taxes and service fees to include 911, FCC, state and local if applicable.
- Travel and training (one time or ongoing).
- The cost of any other incidental expenses (if any).
PREFERRED METHOD OF CONTACT AND AVAILABILITY The preferred method of communication is by email. As the proposal process progresses, we will make ourselves available for phone calls and in-person meetings if necessary. Please submit questions relating to this RFP by email to Doug Johnson, Information Technology Director, at johnsond@lanwt.org. Be sure to include "TXDRG IVR/Phone Proposal" in the subject line. All questions and answers will be shared on LANWT's website. The individual(s) involved in this process are available Monday – Friday between 8:00 a.m. and 5:00 p.m. Central Standard Time. Please allow 24 to 48 hours for response time. Date Event November 12, 2019 RFP opens November12 to December 13, 2019 Available for Questions December 13, 2019 Deadline RFP Submission EVALUATION AND SELECTION CRITERIA The contract will be awarded to the vendor who provides the best value – the most advantageous balance of price, simplicity, flexibility, support, innovation, quality, value added feature set, and performance to LANWT. Proposals will be evaluated based on the following criteria: Price - The reasonableness and completeness of the prices submitted for the proposed services.
- Whether the price is realistic (especially if it is an estimate), reflects a clear understanding of LANWT's need, and is consistent with other parts of the proposal.
Quality- Qualifications and experience of proposed staff – account, support, and training assets.
- Technical expertise of the bidder.
- Project plan and approach.
- Level of detail in response.
Performance- Capacity.
- Geo-locality and or business continuity.
- Understanding of and ability to meet LANWT's needs.
- Responsiveness to LANWT.
Professionalism- Reputation for excellence in price, performance, and quality.
- Willingness to accept LANWT and LSC terms (e.g., Texas venue and governing law, no limitation on liability, no binding arbitration, indemnification, and estimated cost, but not to exceed clause).
LANWT RIGHTS LANWT reserves the right to: - Accept or reject any and or all responses, or any part thereof;
- Waive any informalities or technicalities contained in any response received;
- Conduct discussion with responders and accept revisions of proposals after the closing date;
- Make an award based upon various selection criteria;
- Request clarification from any responders on any or all aspects of its proposals;
- Cancel or re-issue this RFP at any time;
- Retain all proposals submitted in response to this RFP; and/or
- Invite some, all, or none of the responders for interviews, demonstrations, presentations, and further discussion.
CONFIDENTIALITY During the vendor selection and project execution phases, you may be given access to LANWT's confidential or proprietary information. You agree not to use any information obtained for your or that of any third party's benefit. You further agree not to disclose any proprietary information to any person who does not have a need to know, and you agree to sign an agreement to adequately protect our client's information and our interests. FREEDOM OF INFORMATION ACT The Freedom of Information Act (FOIA) and associated federal regulations may require LANWT to disclose certain documents to the public, including portions of your proposal. Generally, LANWT will not release any documents that would cause you competitive harm. You are encouraged, however, to label any confidential information contained in your proposal to facilitate LANWT's ability to withhold it from disclosure. END OF DOCUMENT | |
