The Oregon Utility Notification Center Board of Directors is seeking the services of a qualified vendor to operate Oregon’s One Call Center.

This Request for Proposal (RFP) is intended to be used by the Board as a tool to evaluate vendors as to their ability to operate the Center and to select the successful vendor.

The top vendors through this process will then be invited to attend a Board meeting to present their proposal to the Board. The successful vendor at that time will be asked to enter into a contract, which is to start January 1, 2022, and will cover a period of four years with the possibility of a one-year extension.

DOWNLOAD RFP

SCHEDULE:

Proposals must be received no later than Friday, May 14, 2021 by 5:00 p.m. PST.
Questions regarding RPF must be submitted electronically, no later than Friday, April 30, 2021 to:
nrivera@hermiston.or.us.

As appropriate, questions and answers will be listed electronically at https://digsafelyoregon.com no later than Friday, May 7, 2021.

OUNC Questions and Answers as of 4-28-21

Q: What is the current Average Handle Time (AHT) for calls?
A:  We do not track or report contractor AHT. We do track *Average Ticket Time (312 seconds) and *Average Talk Time (169 seconds). Per contract, OUNC requires Average time to Answer (ASA) shall not exceed 60 seconds. Accuracy of information is the priority for OUNC, not Average Handle Time. *Statics as of December 2020.

Q: How is the service performed today? Out sourced or insourced?
A: OUNC has a outsourced contract for this service.

Q: How many agents currently handle the calls?
A: OUNC only contracts for Call Center As A Service and does not track or require reporting of staffing of contractor.  The Contractor is free from direction and control over the means and manner of providing the labor or services, subject only to the specifications of the desired results.

Q: Would the supplier be using OUNC systems (CRM) to capture requests or does one need to be scoped and provided?
A: Contractor would need to scope and provide. Contractor must represent and warrant to OUNC it has sufficient resources available to it, including but not limited to personnel, advertising resources, equipment, tools and supplies to perform the Work during the term of the Contract.

Q: Can you explain the virtual white line.  What functionality is desired?
A: Capability of virtual white line is not a scored portion of the RFP. Contractor’s efforts to adopt state of the art technology for ease of locates and accuracy is the desired outcome the OUNC.

Q: What communication channels are to be supported?  Phone? chat? Email? Text messages? Etc.
A:

  • Contractor shall provide communications services to the Center from common carriers, including nationwide access to the 800 number owned by the Board.
  • Contractor shall ensure that communication equipment and the services of the Center are accessible to persons with disabilities.
  • Contractor shall operate the Center using equipment and software that enables it to capture required data and prepare all reports required by the Board.
  • Contractor shall provide persons who have called the Center with the option of receiving locate Ticket information as an email, an email attachment, or via regular mail.
  • Contractor shall provide persons who have a locate request with the option of calling the Center or submitting a locate request online using a webpage established for this purpose.

Q: Is a virtual (work from home) operation amenable or must a physical site be applied?
A: The Contractor is free from direction and control over the means and manner of providing the labor or services, subject only to the specifications of the desired results.

Q: Can the work be performed from any State in the US?
A: Contractor shall select the location of the Center, which location is subject to Board approval. If contractor is not domiciled in or registered to do business in the State of Oregon, Contractor shall promptly provide to the Oregon Department of Revenue and the Secretary of State Corporation Division all information required by those agencies relative to the Contract.  Contractor shall demonstrate its legal capacity to perform the Work under the Contract in the State of Oregon prior to entering into the Contract.

Q: Are any existing employees able to join the new Supplier?   If so, do you example wage and benefit info?
A: OUNC’s RFP is for Contract Center As A Service and does not have employees as part of the existing or future contract.

Q: How does OUNC define and measure success?   Is it customer satisfaction or some or other measurement?
A: The Board may evaluate Contractor on the elements listed below on a monthly basis:

  • Average time to Answer (ASA) shall not exceed 60 seconds.
  • Over-notification encompassing Underground Facilities outside proposed excavation.
  • Contractor’s efforts to adopt state of the art technology.

Q: What is the duration of the current training program (class room vs OJT)
A: Contractor shall provide a regular training program on operation of the Center for its telephone attendants, management and other staff, including written procedure manuals approved by the Board. Contract does not specify duration and type of training to be provided.

Q: Is this RFP for Hardware (Call Center) or Contact Center As A Service.
A: Contract Center As A Service.

Q: Can you clarify if the need is actually for “labor” (i.e. personnel that would do Call Center functions)?
A:  The Contractor is free from direction and control over the means and manner of providing the labor or services, subject only to the specifications of the desired results.

Q: Does the Board intend that the Center be located in Oregon?
A: Contractor shall select the location of the Center, location is subject to Board approval. If contractor is not domiciled in or registered to do business in the State of Oregon, Contractor shall promptly provide to the Oregon Department of Revenue and the Secretary of State Corporation Division all information required by those agencies relative to the Contract. Contractor shall demonstrate its legal capacity to perform the Work under the Contract in the State of Oregon prior to entering into the Contract.

Q: If the answer to the preceding is “no”, will the Board give preference to a bid with a center located in-state?
A: Call Center location is not a scored portion of the RFP.

Q: If there is a preference for an in-state center, what is the Board’s expectation as to the percentage of calls or tickets that will be handled by Oregon-based customer service representatives and staff?
A: The Contractor is free from direction and control over the means and manner of providing the labor or services, subject only to the specifications of the desired results.

Q: In Exhibit B, Item B; The year referenced in this item (2017) appears to be incorrect. What is the intended year?
A: Exhibit B is intended to be a reference DRAFT contract used to illustrate a previous agreement. The selected vendor will enter into contract negotiations with the State of Oregon for a contract effective January 1, 2022, and will cover a period of four (4) years with the possibility of a one (1) year extension.

Q: Should the vendor provide materials regarding the July 14 presentation to the Board in advance? If so, what is the due date for providing those materials? To whom should the vendor send them? Is an emailable form (i.e. PDF, Powerpoint presentation, etc.) acceptable?
A: Selected vendor(s) is/are not required to provide a presentation(s) to the Board in advance. Selected vendor(s) will be provided with additional instructions regarding presentations once selected.

Q: Will Oregon PUC or Supplier provide the inbound telephony platforms?
A: Contractor

Q: Is outbound telephony required and if so will Oregon PUC or Supplier provide?
A: Contractor shall provide communications services to the Center from common carriers, including nationwide access to the 800 number owned by the Board.
Contractor shall ensure that communication equipment and the services of the Center are accessible to persons with disabilities.
Contractor shall operate the Center using equipment and software that enables it to capture required data and prepare all reports required by the Board.

Q: If Supplier provides the telephony platform(s), what is the desired percentage of call recording and screen captures? What is the required length of retention for these recordings?
A: Contractor shall maintain all records pertinent to this Contract in such a manner as to clearly document Contractor’s performance. Contractor shall retain and keep accessible records for a minimum of six (6) years, or such longer period as may be required by applicable law, following final payment and termination of this Contract, or until the conclusion of any audit, controversy or litigation arising out of or related to this Contract, whichever date is later.

Q: If Supplier provides the telephony platform(s), will there need to be CTI integration with Oregon PUC provided applications?
A: No.

Q: If Oregon PUC provides the telephony platform(s), what is the desired method to provide voice to the Supplier (we support SIP PSTN callback, private circuit SIP/IP delivery and direct register)?
A: Oregon PUC does not provide telephone platform(s).

Q: For data connectivity to Oregon PUC provided applications, either party can provide private circuits, B2B VPN or public internet; what is the desired method of connectivity?
A: Data connectivity to Oregon PUC is not required as part of the RFP.

Q: Are there any specific agent workstation/display requirements (processor, RAM, display size, etc.)?
A: No.

Q: What is the anticipated bandwidth per agent (kbps)?
A: Contract does not provide an anticipated bandwidth.

Q: How will Oregon PUC applications be accessed (web based, VDI, application client)?
A: Oregon PUC will not have applications needing access.

Q: Does Oregon PUC require the Supplier to put any applications on the agent desktops?
A: No.

Q: Will there be additional channels required (chat, email, social etc.). If so who will provide, Oregon PUC or Supplier?
A: Not required. If the Vendor chooses to include it in their proposal, it will be the Vendor’s responsibility to provide.

Q: Will there be any CRM required by Supplier?
A: No

Q: Will the workforce management tool be provided by Oregon PUC or Supplier?
A: Vendor will provide.

 

SELECTION:

In addition to the committee receiving your proposal, the top bidding vendor(s) will be asked to present their proposal to the OUNC Board on July 14, 2021 at the Sheraton Portland Airport Hotel in Portland, OR. You will be given 45 minutes to present your proposal, and we will notify the appropriate vendors when their company is scheduled for that 45-minute presentation no later than June 11, 2021.