2021-0146-AO/APS Online Live and Automated Chat Services

Agency: Santa Fe County
State: New Mexico
Type of Government: State & Local
NAICS Category:
  • 511210 - Software Publishers
  • 541511 - Custom Computer Programming Services
  • 541512 - Computer Systems Design Services
  • 541519 - Other Computer Related Services
Posted Date: Jun 28, 2021
Due Date: Jul 28, 2021
Solicitation No: 2021-0146-AO/APS
Bid Source: Please Login to View Page
Contact information: Please Login to View Page
Bid Documents: Please Login to View Page
RFP 2021-0146-AO/APS Online Live and Automated Chat Services
2021-0146-AO/APS Online Live and Automated Chat Services

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SANTA FE COUNTY
REQUEST FOR PROPOSALS (RFP)
ONLINE LIVE AND AUTOMATED CHAT
SERVICES
RFP NO. 2021-0146-AO/APS
NM Commodity Code(s): 91895 and 92034
JUNE 2021
RFP NO. 2021-0146-AO/APS
TABLE OF CONTENTS
NO.
PAGE
I.
ADVERTISEMENT .......................................................................................................4
II.
INTRODUCTION ...........................................................................................................5
A. PURPOSE OF THIS REQUEST FOR PROPOSAL ............................................5
B. SCOPE OF WORK ...........................................................................................5
C. INSURANCE REQUIREMENTS.........................................................................6
D. PROCUREMENT SPECIALIST .....................................................................6
E. DEFINITION OF TERMINOLOGY.....................................................................7
III.
CONDITIONS GOVERNING THE PROCUREMENT.................................................9
A. SEQUENCE OF EVENTS ....................................................................................9
B. EXPLANATION OF EVENTS...........................................................................10
1. Issuance of RFP ..............................................................................................10
2. Pre-Proposal Conference................................................................................10
3. Acknowledgement of Receipt Form Due ..................................................10
4. Deadline to Submit Additional Written Questions ...................................10
5. Response to Written Questions .................................................................10
6. Submission of Proposals ...........................................................................11
7. Proposal Evaluation...................................................................................11
8. Selection of Finalists .................................................................................11
9. Best and Final Offers from Finalists (If applicable) .................................12
10. Oral Presentations by Finalists (If applicable)..........................................12
11. Contract Negotiations ....................................................................................12
12. Contract Award .........................................................................................12
13. Right to Protest .........................................................................................12
C. GENERAL REQUIREMENTS ...........................................................................13
1. Acceptance of Conditions Governing the Procurement.................................13
2. Incurring Cost ................................................................................................13
3. Prime Contractor Responsibility ...............................................................13
4. Subcontractors ...........................................................................................13
5. Amended Proposals...................................................................................13
6. Offerors’ Rights to Withdraw Proposal ....................................................13
7. Proposal Offer Firm ..................................................................................14
8. Disclosure of Proposed Contents ..............................................................14
9. No Obligation ............................................................................................14
10. Termination...............................................................................................14
11. Sufficient Appropriation ................................................................................15
12. Legal Review ............................................................................................15
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RFP NO. 2021-0146-AO/APS
13. Governing Law .........................................................................................15
14. Basis for Proposal ..........................................................................................15
15. Contract Terms and Conditions .....................................................................15
16. Contract Deviations ..................................................................................15
17. Offeror Qualifications..............................................................................15
18. Right to Waive Minor Irregularities ........................................................16
19. Change in Contractor Representatives.....................................................16
20. Notice.......................................................................................................16
21. County Rights ..........................................................................................16
22. Right to Publish .......................................................................................16
23. Ownership of Proposals ...............................................................................16
24. Electronic Mail Address Recommended .................................................16
25. Preference in Procurement by Santa Fe County ......................................17
26. Double-Sided Documents ........................................................................18
27. Living Wage ............................................................................................18
IV.
RESPONSE FORMAT AND ORGANIZATION ........................................................19
A. NUMBER OF RESPONSES...............................................................................19
B. NUMBER OF COPIES .......................................................................................19
C. PROPOSAL FORMAT .......................................................................................19
1. Proposal Organization ...............................................................................19
2. Letter of Transmittal..................................................................................20
V.
SPECIFICATIONS .......................................................................................................21
A. INFORMATION .................................................................................................21
1. Time Frame ...............................................................................................21
B. EVALUATION CRITERIA ................................................................................21
1. Introduction ...............................................................................................21
2. Technical Competence and Specialized Experience .................................21
3. Evidence of Understanding Scope of Work ..............................................21
4. Capacity and Capability ............................................................................22
C. COST PROPOSAL .........................................................................................22
VI.
EVALUATION OF PROPOSALS ...............................................................................23
A. EVALUATION SCORING.................................................................................23
B. EVALUATION PROCESS .................................................................................23
APPENDICES
A. Acknowledgement of Receipt Form....................................................................25
B. Campaign Contribution Disclosure Form............................................................26
C. Resident Veterans Preference Certification ....................................................29
D. Cost Proposal .......................................................................................................30
E. Sample Agreement ..........................................................................................31
3
RFP NO. 2021-0146-AO/APS
I. ADVERTISEMENT
SANTA FE COUNTY
ONLINE LIVE AND AUTOMATED CHAT SERVICES
RFP NO. 2021-0146-AO/APS
Santa Fe County requests proposals from qualified vendors or firms to provide Online Live and
Automated Chat Services. All proposals submitted shall be valid for ninety (90) days subject to
action by the County. Santa Fe County reserves the right to reject any and all proposals in part or in
whole. A completed proposal shall be submitted in a sealed container indicating the proposal title
and number along with the Offeror's name and address clearly marked on the outside of the
container. All proposals must be received by 2:00PM on Wednesday, July 28, 2018, at the Santa
Fe County Purchasing Division, 102 Grant Avenue, (First Floor), Santa Fe, NM 87501. To
combat the spread of the recent COVID-19 illness, the submission of Proposals will also be accepted
electronically utilizing a DropBox. Please utilize this link to upload your proposal submission.
https://www.dropbox.com/request/54memU2pABzyXeLltrsY
By submitting a proposal for the requested services each Offeror is certifying that it is a qualified
firm and its proposal complies with the requirements stated within the Request for Proposals.
A Pre-Proposal Conference will be held at 10:00AM on Wednesday, July 7, 2021 online via
WebEx using link provided or by calling (480) 418-9388 meeting number: 1461 35 9844
https://sfco.webex.com/sfco/j.php?MTID=m02ed5e7862e885bec3e9a0c4c38c3ae2
EQUAL EMPLOYMENT OPPORTUNITY: All qualified Offerors will receive consideration of
contract(s) without regard to race, color, religion, sex or national origin, ancestry, age, physical and
mental handicap, serious medical condition, disability, spousal affiliation, sexual orientation or gender
identity.
Request for Proposals will be available by contacting Amanda Patterson-Sanchez, Procurement
Specialist Senior, 102 Grant Avenue, (First Floor) Santa Fe, New Mexico 87501, or by telephone
at (505) 992-6753 , or by email at apatterson-sanchez@santafecountynm.gov or on our website at
http://www.santafecountynm.gov/asd/current_bid_solicitations.
PROPOSALS RECEIVED AFTER THE DATE AND TIME SPECIFIED ABOVE WILL NOT
BE CONSIDERED AND WILL BE REJECTED BY SANTA FE COUNTY.
Santa Fe County
Published June 27 & 28, 2021
4
RFP NO. 2021-0146-AO/APS
II. INTRODUCTION
A. PURPOSE OF THIS REQUEST FOR PROPOSAL
Santa Fe County invites interested parties to submit proposals for an online live and
automated chat services for various departments within Santa Fe County, in order to provide
a more accessible and transparent government service to the public. Santa Fe County
wishes to provide online live and automated chat services to enhance the customer service
experience and engaging with customers wherever they are. The County intends to select
and award a contract based upon the highest ranked proposal based on the qualifications
provided within this Request for Proposals (RFP).
Offerors are urged to read and fully understand the requirements of the RFP so that their
proposal may be considered and evaluated accordingly. Offerors must complete and
submit a proposal that substantiates and presents evidence of the Offeror’s abilities and
expertise in providing the services needed.
B. SCOPE OF WORK
All qualified service providers are invited to submit proposals. Offerors must demonstrate
a capacity to meet the County’s requirements as stated in the RFP No. 2021-0146-AO/APS.
Offerors are to read and understand the terms, conditions and requirements of the Request
for Proposals.
The services needed are as follows:
Customized Chat Windows
Performance Reporting
Analytics
Security and Reliability
Team Collaboration
Real Time English/Spanish Translations
Surveys
Ability to transfer chat to other internal offices
Ability to create customizable messages and forms to quickly answer customers
Ability to provide the customized forms to customers within the chat experience
Options for “off hours” bot messaging
General Specifications:
1. System must have the capability of live and automated chat software.
2. System must provide account configuration and implementation.
3. System must provide ability to report data and storage for no less than three (3) years.
4. System must provide training for users of online live and automated chat services.
5. System must be hosted and configured to prevent data loss due to hardware failure.
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