HomeMy WebLinkAboutRFP - P837 LP AFTER HOURS TELEPHONE ANSWERING SERVICEREQUEST FOR PROPOSAL
CITY OF FORT COLLINS
PROPOSAL NUMBER P-837
Special Note: The City of Fort Collins is piloting an e-procurement system for the next 30
days. As a result all of the City's solicitations will be available at www.sicomm.net for the
next 30 days. This service will also be free to you during this pilot program. All you
need to do to receive this solicitation is to call 1-800-575-9955 and select option #2, and
tell the person that you are a vendor and you would like to sign up with the City of Fort
Collins. You may sign up at the web site www.sicomm.net. Please make sure your sign up
for commodity number 915-05.
Fort Collins Utilities is currently in the process of selecting a call center for after hours customer
calls and call support for electric utility outages. The attached Request For Proposal describes
the requirements of the service to be provided. The proposal is for basic answering services
using phone, pager, and e-mail technologies.
It is the intent of Fort Collins Utilities, in the near future, to web enable our outage/trouble call
management software. This software will contain our customer database and allow quick
identification of our customers and entry of the problem or service requested. This information
will then be processed at our site to aid in problem resolution and power outage analysis and
dispatching.
It is important that the call center we select have the capabilities to partner with us in going to
this next level of service. This will require high speed internet capabilities and an in-house IT
staff that can support the call center's network, computers, and internet access issues. The call
center must have backup power in place and sufficient phone line access to service the Utility
account without delays.
Proposals will be received before 3:00 p.m. (our clock), May 15, 2001. Proposal No. P-837.
You may submit your proposal to us electronically at Odick@fcgov.com. You may also fax it to
us at (970) 221-6707 or mail it to City of Fort Collins, Purchasing Division, P.O. Box 580, Fort
Collins, 80522-0580. UPS and Federal Express deliveries are to be sent to 215 North Mason
St., Second Floor, Fort Collins, CO 80524.
If you have additional questions, please contact Bob Hover at (970) 221-6725 or e-mail at
Bhover@fcgov.com.
Questions regarding proposals submittal or process should be directed to Opal F. Dick, CPPO,
Senior Buyer, (970) 221-6778.
Sales Prohibited/Conflict of Interest: No officer, employee, or member of City Council, shall have
a financial interest in the sale to the City of any real or personal property, equipment, material,
supplies or services where such officer or employee exercises directly or indirectly any decision -
making authority concerning such sale or any supervisory authority over the services to be
rendered. This rule also applies to subcontracts with the City. Soliciting or accepting any gift,
gratuity favor, entertainment, kickback or any items of monetary value from any person who has
or is seeking to do business with the City of Fort Collins is prohibited.
Collusive or sham proposals: Any proposal deemed to be collusive or a sham proposal will be
rejected and reported to authorities as such. Your authorized signature of this proposal assures
that such proposal is genuine and is not a collusive or sham proposal.
REVIEW AND ASSESSMENT
Professional firms will be evaluated on the following criteria. These criteria will be the basis for
review of the written proposals and interview session.
The rating scale shall be from 1 to 5, with 1 being a poor rating, 3 being an average rating, and
5 being an outstanding rating.
WEIGHTING
QUALIFICATION
STANDARD
FACTOR
2.0
Scope of Proposal
Does the proposal show an understanding of the
project objective, methodology to be used and
results that are desired from the project?
2.0
Assigned Personnel
Do the persons who will be working on the project
have the necessary skills? Are sufficient people of
the requisite skills assigned to the project?
1.0
Availability
Can the work be completed in the necessary time?
Can the target start and completion dates be met?
Are other qualified personnel available to assist in
meeting the project schedule if required? Is the
project team available to attend meetings as
required by the Scope of Work?
1.0
Motivation
Is the firm interested and are they capable of doing
the work in the required time frame?
2.0
Cost and
Do the proposed cost and work hours compare
Work Hours
favorably with the project Manager's estimate? Are
the work hours presented reasonable for the effort
required in each project task or phase?
2.0
Firm Capability
Does the firm have the support capabilities the
assigned personnel require? Has the firm done
previous projects of this type and scope?
2/9/00
Reference evaluation (Top Ranked Firm)
The project Manager will check references using the following criteria. The evaluation rankings
will be labeled Satisfactory/Unsatisfactory.
QUALIFICATION
STANDARD
Overall Performance
Would you hire this Professional again? Did
they show the skills required by this project?
Timetable
Was the original Scope of Work completed
within the specified time? Were interim
deadlines met in a timely manner?
Completeness
Was the Professional responsive to client
needs; did the Professional anticipate
problems? Were problems solved quickly and
effectively?
Budget
Was the original Scope of Work completed
within the project budget?
Job Knowledge
a) If a study, did it meet the Scope of Work?
b) If Professional administered a construction
contract, was the project functional upon
completion and did it operate properly?
Were problems corrected quickly and
effectively?
2/9/00
PROFESSIONAL SERVICES AGREEMENT
THIS AGREEMENT made and entered into the day and year set forth below, by and
between THE CITY OF FORT COLLINS, COLORADO, a Municipal Corporation, hereinafter
referred to as the "City" and , [insert either a corporation, a partnership or an individual,
doing business as 1, hereinafter referred to as "Professional".
WITNESSETH:
In consideration of the mutual covenants and obligations herein expressed, it is agreed
by and between the parties hereto as follows:
1. Scope of Services. The Professional agrees to provide services in accordance
with the scope of services attached hereto as Exhibit "A", consisting of ( ) page[s],
and incorporated herein by this reference.
2. The Work Schedule. [Optional] The services to be performed pursuant to this
Agreement shall be performed in accordance with the Work Schedule attached hereto as
Exhibit "B", consisting of ( ) page[s], and incorporated herein by this reference.
3. Time of Commencement and Completion of Services. The services to be
performed pursuant to this Agreement shall be initiated within ( ) days following
execution of this Agreement. Services shall be completed no later than . Time is of the
essence. Any extensions of the time limit set forth above must be agreed upon in writing by the
parties hereto.
4. Early Termination by City. Notwithstanding the time periods contained herein,
the City may terminate this Agreement at any time without cause by providing written notice of
termination to the Professional. Such notice shall be delivered at least fifteen (15) days prior to
the termination date contained in said notice unless otherwise agreed in writing by the parties.
All notices provided under this Agreement shall be effective when mailed, postage prepaid and
sent to the following addresses:
PSA 05/01
Professional: City: With Copy to:
In the event of any such early termination by the City, the Professional shall be paid for services
rendered prior to the date of termination, subject only to the satisfactory performance of the
Professional's obligations under this Agreement. Such payment shall be the Professional's sole
right and remedy for such termination.
5. Design, Proiect Indemnity and Insurance Responsibility. The Professional shall
be responsible for the professional quality, technical accuracy, timely completion and the
coordination of all services rendered by the Professional, including but not limited to designs,
plans, reports, specifications, and drawings and shall, without additional compensation,
promptly remedy and correct any errors, omissions, or other deficiencies. The Professional
shall indemnify, save and hold harmless the City, its officers and employees in accordance with
Colorado law, from all damages whatsoever claimed by third parties against the City; and for the
City's costs and reasonable attorneys fees, arising directly or indirectly out of the Professional's
negligent performance of any of the services furnished under this Agreement. The Professional
shall maintain commercial general liability insurance in the amount of $500,000 combined single
limits, and errors and omissions insurance in the amount of
6. Compensation. [Use this paragraph or Option 1 below.] In consideration of the
services to be performed pursuant to this Agreement, the City agrees to pay Professional a
fixed fee in the amount of ($ ) plus reimbursable direct costs. All such fees and
costs shall not exceed ($ ). Monthly partial payments based upon the
Professional's billings and itemized statements are permissible. The amounts of all such partial
payments shall be based upon the Professional's City -verified progress in completing the
services to be performed pursuant hereto and upon the City's approval of the Professional's
PSA 05101
2
actual reimbursable expenses. Final payment shall be made following acceptance of the work
by the City. Upon final payment, all designs, plans, reports, specifications, drawings, and other
services rendered by the Professional shall become the sole property of the City.
6. Compensation. [Option 1] In consideration of the services to be performed
pursuant to this Agreement, the City agrees to pay Professional on a time and reimbursable
direct cost basis according to the following schedule:
Hourly billing rates:
Reimbursable direct costs:
with maximum compensation (for both Professional's time and reimbursable direct costs) not to
exceed ($ ). Monthly partial payments based upon the Professional's billings and
itemized statements of reimbursable direct costs are permissible. The amounts of all such
partial payments shall be based upon the Professional's City -verified progress in completing the
services to be performed pursuant hereto and upon the City's approval of the Professional's
reimbursable direct costs. Final payment shall be made following acceptance of the work by the
City. Upon final payment, all designs, plans, reports, specifications, drawings and other
services rendered by the Professional shall become the sole property of the City.
7. City Representative. The City will designate, prior to commencement of work, its
project representative who shall make, within the scope of his or her authority, all necessary and
proper decisions with reference to the project. All requests for contract interpretations, change
orders, and other clarification or instruction shall be directed to the City Representative.
8. Project Drawings. [Optional] Upon conclusion of the project and before final
payment, the Professional shall provide the City with reproducible drawings of the project
containing accurate information on the project as constructed. Drawings shall be of archival
quality, prepared on stable mylar base material using a non -fading process to prove for long
storage and high quality reproduction.
PSA 05101
3
9. Monthly Report. Commencing thirty (30) days after the date of execution of this
Agreement and every thirty (30) days thereafter, Professional is required to provide the City
Representative with a written report of the status of the work with respect to the Scope of
Services, Work Schedule, and other material information. Failure to provide any required
monthly report may, at the option of the City, suspend the processing of any partial payment
request.
10. Independent Contractor. The services to be performed by Professional are those
of an independent contractor and not of an employee of the City of Fort Collins. The City shall
not be responsible for withholding any portion of Professional's compensation hereunder for the
payment of FICA, Workers' Compensation, other taxes or benefits or for any other purpose.
11. Personal Services. It is understood that the City enters into this Agreement
based on the special abilities of the Professional and that this Agreement shall be considered as
an agreement for personal services. Accordingly, the Professional shall neither assign any
responsibilities nor delegate any duties arising under this Agreement without the prior written
consent of the City.
12. Acceptance Not Waiver. The City's approval of drawings, designs, plans,
specifications, reports, and incidental work or materials furnished hereunder shall not in any way
relieve the Professional of responsibility for the quality or technical accuracy of the work. The
City's approval or acceptance of, or payment for, any of the services shall not be construed to
operate as a waiver of any rights or benefits provided to the City under this Agreement.
13. Default. Each and every term and condition hereof shall be deemed to be a
material element of this Agreement. In the event either party should fail or refuse to perform
according to the terms of this agreement, such party may be declared in default.
14. Remedies. In the event a party has been declared in default, such defaulting
party shall be allowed a period of ten (10) days within which to cure said default. In the event
the default remains uncorrected, the party declaring default may elect to (a) terminate the
PSA 05101
4
Agreement and seek damages; (b) treat the Agreement as continuing and require specific
performance; or (c) avail himself of any other remedy at law or equity. If the non -defaulting
party commences legal or equitable actions against the defaulting party, the defaulting party
shall be liable to the non -defaulting party for the non -defaulting party's reasonable attorney fees
and costs incurred because of the default.
15. Binding Effect. This writing, together with the exhibits hereto, constitutes the
entire agreement between the parties and shall be binding upon said parties, their officers,
employees, agents and assigns and shall inure to the benefit of the respective survivors, heirs,
personal representatives, successors and assigns of said parties.
16. Law/Severability. The laws of the State of Colorado shall govern the
construction, interpretation, execution and enforcement of this Agreement. In the event any
provision of this Agreement shall be held invalid or unenforceable by any court of competent
jurisdiction, such holding shall not invalidate or render unenforceable any other provision of this
Agreement.
PSA 05101
5
17. Special Provisions. [Optional] Special provisions or conditions relating to the
services to be performed pursuant to this Agreement are set forth in Exhibit "_", consisting of
( ) page[s], attached hereto and incorporated herein by this reference.
THE CITY OF FORT COLLINS, COLORADO
1-0
John F. Fischbach
City Manager
By:
James B. O'Neill II, CPPO, FNIGP
Director of Purchasing & Risk Management
DATE:
ATTEST:
City Clerk
APPROVED AS TO FORM:
Assistant City Attorney
[Insert Professional's name] or
[Insert Partnership Name] or
[Insert individual's name]
Doing business as _[insert name of business]
M
Title:
CORPORATE PRESIDENT OR VICE PRESIDENT
Date:
ATTEST:
Corporate Secretary
(Corporate Seal)
PSA 05101
Call Center Flowchart
1-800 number
(970)22167DO
(970)2216710
(970)2216759
when calls will be forwarded to the call
1-800 number.
Service must be provided from midnight to
7:00 a.m. and 5:00 p m, to midnight Monday
through Friday, all 24 hours of Saturday and
Sunday, and all 24 hours of designated
holidays:
Call center debentures which Utility is being
contacted
Problem
Problem
Streetlight Out.
No power.
(Service Calls - Water Quality
Traffic Light
9
Partial power
Service Calls -Tum Off Requests for
Request for ConnectioNDiswnneclioN
Damaged equipment
Repairs
Transfer of Services.
Wire down
Service Calls - Check For Leak
Routine business questions.
Sparkng was
Frozen or Broken Pipes
Television interference.
Dimming/Oickedng lightsW
Dimmi
Water Station Problems
Tree trimming.
Dig in
Delinquent Turn Ons
Bill problems.
Turn on I turn off
Water Main Breaks
Request for Utility phone numbers.
Any doubt whether to call duty person
Fire Hydrant Damage
Media Calls.
Water Valve Box Damage
Underground Locate Requests
Water Meter Problems
Plugged Drainage Inlet or Flooded
Detemon Basins Not Draining
Drainage Channels Backing Up Water
Floating Manhole Lids
't Call L&P Duty Person Cali L&P Duty Person
Irrigation Canal Problems
Bridge Damage
Hararcous Material Spills
1167W -
Heavy or Intense Rainstorms
Call Light 8 Power duty person immediately at (970) 222-0554.
Pets or Animals in Stonn Drains
mrs
If no response within 5 minutes page duty person at (970) 229-
Sewerl8ad Odor Smells From Storm
8362. If still no response call the alternate duty person at 222-
Drains
1794 or page at 2296426. Keep trying these numbers until
Plugged Sewer Calls
someone responds.
Sanitary Sewer Manhole Damage
Sanitary Sewer Service Blockages
Relay Ole call into (time, date,name, address, and problem
Sewer Odor Calls
verbally to the duty person @l send alpha message to duty
pager.
Log call and transfer to Light 8 Power each
morning via eanail jking@fcgov.mm.
PSA 05101
Water Field Oper. Duty
Call Water duty person immediately al (970) 222-0308.
If no response within 5 minutes page duty person at
(970) 224-83% If still no response call the alternate
duty person at 222-1236 or page at 2246375. Keep
trying these numbers until someone responds.
Relay the call info (time, date, name, address, and
problem verbally to the duty person gi send alpha
message to duty pager.
If neither duty — J
parson can be Log call and tender to Water each momm,
reached call: ''.via e-mailtrobinaonicorn
WATER (970)
STORMWATER (970)
Terry Popejcy 484-9785
Rodney Albere 2234649
Dwight DuOoth 226-U(33
Jerry Everett 484-1611
Dean Grogan 416-9559
D.A. Black 226-1978
Pat Hodges 377-0751
Wes Sheaneg. 28243719
Willard Ellis 493-2276
Terry Robinson 4844724
Randy Sievers 221-2959
pagetll 226-7091
Sam Trujillo 223-2804
Jim Hibbaml 282J 68
Terry Robinson 4 724
pagers 2296017
pager# 226-7091
Jim Hibbard 282-3468
pai 22MO17
WASTEWATER (970)
Ray Fisher 223-2005
Donal Hein 493-1682
Bill Olsen 484+1062
Terry Robinson 4844724
pager# 226-7091
Jim Hibbard 282-3468
pagerlt 2296017
a
=lowchart
undo to call center
)at
700
710
759
marded to the wll
sm midnight to
nidnight Monday
of Saturday and
designated
Ich Utility is being
Problem
Service Calls- Turn Op Requests for Call Water Field Oper. Duty Person
Repairs
Service Calls - Check For Leak
Frozen or Broken Pipes
Cell Water duty person immediately at (970) 222-0308.
Water Station Problems
If no response within 5 minutes page duty person at
Delinquent Turn One
(9l0) 224-8356. If still no response call the alternate
Water Main Breaks
duty person at 222-12M or page at 224-8375. Keep
Fire Hydrant Damage
trying these numbers until someone responds.
Water Valve Box Damage
Water Meter Problems
Relay the call into (time, date,name, address, and
Plugged Drainage Inlet or Flooded
problem verbally to the duty person and saint alpha
Street
message to duty pager.
Detention Basins Not Draining
Drainage Channels Backing Up Water
Floating Manhole Lids
litigation Canal Problems
If neither
duty
Bridge Damage
Hazardous Material Spills
Person can be
reached call:
Log call and transfer to Water each morning
Heavy or Intense Rainstorms
via e-mailtrobinson@fogov com.
564.
Pets or Animals in Storm Drains
> 9-
Sewer/Bad Odor Smells From Storm
222-
Drains
WATER (970)
$TDRMWATER (970)
Plugged Sewer Calls
Terry Popejoy 4 1-9785
Rodney Albers 223-0 9
Sanitary Sewer Manhole Damage
Dwight Du0oth 2 103
Jerry Everett VM-1611
Sanitary Sewer Service Blockages
Dean Grogan 416-9559
D.A. Black 226-1978
Sewer Odor Calls
Pat Hodges 377-0751
Was Bonnega 282-8719
Willard Ellis 493-2276
Terry Robinson 484-0124
y
Randy Sievers 221-2959
paged# 226-7091
Sam Trujillo 223-2804
Jim Hibbard 282-3468
Terry Rownson4 14724
pagerA 229 17
paged# 226_7091
Jim Hibbard 282-3468
paged# 229A 17
WASTEWATER (970)
Ray Fisher 228-2005
Dana# Hein 493-1682
Bill Olsen 4 14062
Terry Robinson 4844724
pager# 226-1091
Jim Hibbard 282-3468
pagers 229-9017
The City of Fort Collins reserves the right to reject any and all proposals and to waive any
irregularities or informalities.
Sincerely,
Jam B. 'Neill II, CPPO, FNIGP
Dire or f Purchasing & Risk Management
Request For Proposal
Fort Collins Utilities
After Hours Answering Services
Basic Answering Services
PROPOSAL DATE: 3:00 p.m. (our clock) May 15, 2002
SCOPE OF WORK:
The following defines the scope of work for after hours telephone answering services for the
City of Fort Collins Utilities. Answering services to be provided include answering a dedicated
after hours phone line utilizing a specified Utilities protocol, forwarding calls, taking messages
and information, logging them, contacting Utilities personnel via telephone and telephone pager,
providing basic customer information and transferring information to the Utility.
Contractors offering to provide this service must have the following technical capabilities and
resources:
Power Supply Backup:
Supplier must have an alternative means to provide continuous operations during a power
outage of up to four (4) hours. This would include provisions that would maintain phone
operation and phone features such as transfer, and maintain sufficient lighting for personnel to
perform their duties.
Digital Electronic Data Transfer:
Must have capabilities to digitally transfer data. This would be used to forward customer call
information to the duty person's pager and e-mail daily call logs.
Call Transfer:
Must have the capability to transfer calls to other lines.
Hold and Busy -Out Feature:
Telephone system must have the capability to momentarily place the incoming line on hold to
allow contacting duty persons and.to allow transfer of call. Telephone system must have the
ability to busy -out (incoming callers would receive a busy signal) the Light and Power incoming
line if needed to control traffic during the occurrence of a large outage. Alternately, the
customer would receive a phone recording indicating that a power outage is in progress and
there is currently a high volume of calls.
Phone Lines:
Must have at least two lines, which can be used for Utility related incidents. One incoming line
must be dedicated to Utilities and answered with the following protocol: "Fort Collins Utilities
After Hours." The other line or lines must be available for the duty person to be able to call the
answering service without any delays.
Hours of Operation:
Service must be provided from midnight to 7:00 a.m. and 5:00 p.m. to midnight Monday through
Friday, all 24 hours of Saturday and Sunday, and all 24 hours of the following Holidays:
New Years Day
Martin Luther King Day
Presidents Day
Memorial Day
Independence Day
Labor Day
Veterans Day
Thanksgiving Day
Christmas
Staffing — Regular and Backup Operation Personnel:
The call center must have sufficient regular personnel as needed to provide quick telephone
answer response and to provide trained backup for all hours of operation. Adequate response
to incoming calls and relaying the calls to the duty person will be the primary consideration in
determining satisfactory performance of service.
Call Types :
Following are examples of the types of calls the call center shall respond to
Light & Power
• Streetlight Out.
• Traffic Light Out.
• Request for Connection/Disconnection/Transfer of Service.
• Routine business questions.
• Television interference.
• Tree trimming.
• Bill problems.
• Request for Utility phone numbers.
• Media Calls.
• Underground Locate Requests
• No power.
• Partial power
• Damaged equipment
• Wire down
• Arcing/Sparking wires
• Dimming/flickering lights
• Dig in
Water\WastewaterlStormwater
• Service Calls - Water Quality
• Service Calls - Turn Off Requests for Repairs
• Service Calls - Check For Leak
• Frozen or Broken Pipes
• Water Station Problems
• Delinquent Turn Ons
• Water Main Breaks
• Fire Hydrant Damage
• Water Valve Box Damage
• Water Meter Problems
• Plugged Drainage Inlet or Flooded Street
• Detention Basins Not Draining
• Drainage Channels Backing Up Water
• Floating Manhole Lids
• Irrigation Canal Problems
• Bridge Damage
• Hazardous Material Spills
• Heavy or Intense Rainstorms
• Pets or Animals in Storm Drains
• Sewer/Bad Odor Smells From Storm Drains
• Plugged Sewer Calls
• Sanitary Sewer Manhole Damage
• Sanitary Sewer Service Blockages
• Sewer Odor Calls
Call Log:
All calls received during after hours shall be logged and the log transmitted to the Utilities at the
beginning of each regular workday. Essential log information shall be date, time of call, name,
return phone number, and problem\service request. Light & Power call logs should be sent to
jking@fcgov.com. Water\Wastewater\Stormwater call logs should be sent to
trobinson@fcgov.com.
Preferred Means of Contact:
The preferred means of contact for the Field Duty Person will be via the Cell Phone Number. If
the Field Duty Person does not answer the phone, page the duty person. Complete the paging
of the duty person and take a message consisting of the time/date customer name, return
phone number and problem, if known. The Field Duty Person will then call you on your
administrative line and request the message. If the Field Duty Person has not responded within
five minutes, the Alternate Duty Person should be called or paged if they do not answer the
phone.
If neither of the two Water Field Operations duty persons can be contacted someone from the
alternate calling tree should be notified. See flowchart.
Alpha Numeric Notification of Calls:
An alpha numeric message indicating the of the time/date customer name, return phone
number, and problem\service request shall be sent to the duty pager for all types of calls that
designate calling the duty person. This shall be in addition to the cell phone contact. See
flowchart.
Estimated Traffic:
For purposes of estimating the cost of providing your service, typical call traffic for our phone
lines is projected to be:
Evenings - 2 to 4 calls
Weekends - Saturday 13 calls
Sunday 5 calls
Holidays - 50 calls, mostly occurring during business hours
Light & Power Outages -- 100 times per year. Call center would take at least 5 calls and at that
point may elect to either continue taking calls or to engage the use
of an answering machine to process further calls until power has
been restored.
During large sustained power outages, Light & Power may elect to discontinue forwarding the
Light & Power numbers and take calls at the 700 Wood Street facility with Light & Power staff.
The call center will be notified.
Billing Structure:
The vendor shall state in the proposal the billing structure.
Invoicing for Services:
Invoices for services should be submitted monthly to the Light and Power representative
designated. Invoices should be itemized in accordance with setup, fixed monthly charges, and
variable charges based on number of calls, etc.
Flowchart:
A flowchart has been attached which describes the call taking process.
Proposal Data Sheet: Vendor Name
1 — Number of simultaneous calls that can
be taken.
2 — Min number of after hours attendants (5:00
PM to 7:00 am MST) during weekdays
3 — Number of after hours attendants (5:00 PM
to 7:00 am MST) during weekends and
holidays
4 - Number of incoming phone lines
5 - Type of answering software used
6 - Do you have the ability to send an alpha
page of the call (name, address, phone,
problem) to an alpha pager?
7 - Do you have backup power for computers
and lighting to allow operation during utility
power outages?
Please describe.
8 - Do you have high speed internet
capability?
9 - Would you be willing to utilize Utility
provided web enabled (OMS) Outage
Management Software that allows identifying
our customers and automatically records
service/problem incidents? This functionality
would not be implemented with this proposal
but at a later date.
10 - Do you presently provide answering
services for Electric and/or Water Utilities?
Please provide a list and contact person.
Proposal Data Sheet Cont: Vendor Name
11 - What is your current staff size including
administrative personnel?
12 - How long have you been in business?
13 - What has been your service "up time" on
a percentage basis over the past 2 years?
Please list any events (phone company, etc.)
that have shut down your facility or rendered
your services inoperable.
14 - Please explain how your answering
system software handles incoming calls — wait
times, what they hear, etc.
15 - Please describe how we wi
fixed and variable charges).
16 - Will there be long distance charges
associated with the phone numbers forwarded
to the call center?
17 - Will there be long distance charges
associated with calls/pages to the duty
person?
18 — Will you be providing an 800 num
our phones to be forwarded to?
19 — Will you provide an 800 number that the
duty person can call your center with?
20 - What is your total anticipated monthly
charge for the above -described services
based on the call volume stated in the RFP?
Set Up
Fixed Monthly
Variable Monthly