2021-0146-AO/APS Online Live and Automated Chat Services Addendum No. 1

Agency: Santa Fe County
State: New Mexico
Type of Government: State & Local
NAICS Category:
  • 541511 - Custom Computer Programming Services
  • 541512 - Computer Systems Design Services
  • 541519 - Other Computer Related Services
Posted Date: Jul 15, 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
Addendum No. 1 Online Live and Automated Chat Services

Attachment Preview

Henry Roybal
Commissioner, District 1
Anna Hansen
Commissioner, District 2
Rudy N. Garcia
Commissioner, District 3
Anna T. Hamilton
Commissioner, District 4
Hank Hughes
Commissioner, District 5
Katherine Miller
County Manager
July 14, 2021
SANTA FE COUNTY
RFP No. 2021-0146-AO/APS
Online Live and Automated Chat Services
ADDENDUM NO. 1
Dear Proponents,
This addendum is issued to reflect the following immediately. It shall be the responsibility of
interested Offerors to adhere to any changes or revisions to the RFP as identified in this Addendum
No. 1. This documentation shall become permanent and made part of the departmental files.
Attachment A: Pre-Proposal Agenda & Sign-In Sheet
Question No. 1:
Answer No. 1:
What is the funding amount that is allocated for this requirement?
The budget is unknown as this will be a price agreement for all County
Departments.
Question No. 2:
Answer No. 2:
Would a company be given the same additional “Preference” points if they do
not have one of the 3 certificates, but can show extensive work with New
Mexico Veterans and/or the County? Or is the Certificate the only
acceptable/submittal form to receive the “Preference” points?
NO! Only the certificate is acceptable to receive preference points. In
order to qualify for a resident preference a firm must meet the
requirements as stated in the New Mexico Statutes Act (NMSA) 13-4-2 &
NMSA 13-1-22 “Resident Preference” requirements as well Santa Fe
County Ordinance 2012-4 requirements as listed in the County’s Business
Preference Requirements.
Question No. 3:
Answer No. 3:
Please provide the number of Internal and External Users expected.
internal: 10-15; external: per month low/peak: 200/500
Question No. 4:
Answer No. 4:
What is the average traffic of users for the website?
Website Visits:
102 Grant Avenue · P.O. Box 276 · Santa Fe, New Mexico 87504-0276 · 505-986-6200 · FAX:
505-995-2740 www.santafecountynm.gov
2020:
(peak month) April 2021:
(peak day) April 12:
231,362
23,074
1,095
Question No. 5:
Answer No. 5:
Question No. 6:
Answer No. 6:
Question No. 7:
Answer No. 7:
Question No. 8:
Answer No. 8:
Question No. 9:
Answer No. 9:
Question No. 10:
Answer No. 10:
Question No. 11:
Answer No. 11:
Question No. 12:
How many users typically contact per day to seek help through
phone/email/contact forms?
Phone: avg. low/peak: 800/1,000 calls per month; avg. low/peak: 40/90
calls per day
Email: 15-20 per day
Contact Forms: we have customized forms on our website for property
owners to complete electronically via email, mail or hand deliver. These
forms can be placed as link on the live chat.
Is there any particular time of day/month/event the number of users who
contact are high/low?
Yes, peak months for our Office are from: November 1st-May 1st; Peak
times for us occur when we send out our Notice of Value (NOV) to
property owners and during protest season, in addition, when the
Treasurer’s Office sends out the tax bill and delinquent tax notices, it
impacts enduser traffic to our Office.
Do you have any rough estimation about the number of chat support executives
required?
10-15
As you have mentioned “Options for off hours’ bot messaging” how many
hours of service is required for a day and what time the support begins and
ends?
Weekdays: 5:01pm to 7:59am (MST)
Weekends/Holidays: 24-hour period
Are there any days that are off for the service? Like national holidays or
weekends, if yes could you please share them?
No.
Do you want a Spanish chat support executive or just live translation of the
content to Spanish and vice versa?
Just live translation of content to Spanish & vice versa.
What does “Surveys” in the SOP mean?
Having a 1-5-star rating survey or polling after a live chat ends or when a
chatbot ends a chat with an end-user.
What do you mean by Customized Chat windows? Please elaborate?
102 Grant Avenue · P.O. Box 276 · Santa Fe, New Mexico 87504-0276 · 505-986-6200 · FAX:
505-995-2740 www.santafecountynm.gov
Answer No. 12:
Question No. 13:
Answer No. 13:
Question No. 14:
Answer No. 14:
Question No. 15:
Answer No. 15:
Question No. 16:
Answer No. 16:
Question No. 17:
Answer No. 17:
Question No. 18:
Answer No. 18:
Question No. 19:
Answer No. 19:
Having the ability to customize the chat window to include a logo or image
of our Office in the background or as a watermark. Having a chatbot icon
image set to our logo or an image we select/create.
Team Collaboration What functionality are you looking for here pertaining
to Chatbot?
We would like to have a collaborative partnership with the vendor and
share input/ideas as the design/look of the Chatbot as well as, information
that is shared by the bot, quantitative/qualitative data that is tracked, etc.
Ability to transfer the chat to other internal offices Do you use a Live Agent
Hub system today in the County? Please share details of the system. If not,
do you have any preference for implementing Live Agent Hub? Do you use
Teams Can Teams be used for Live Agent transfer?
No.
Does the Chatbot need to be deployed to County Public website
https://www.santafecountynm.gov/? If yes,
a. Please share the details of the website what technology/platform it is built on?
b. Can staff authenticate to the same public website?
c. Does the Chatbot need to be available for both Unauthenticated & Authenticated
users?
d. Which authentication Identity Provider is implemented? E.g. Azure AD, On-
premise AD or any other.
No. The website used is separate from the County website, as an elected
office, the Office of the County Assessor website is:
https://www.santafecountynm.gov/assessor. We currently have a live
chat offering and would like to integrate a chatbot feature.
Does the Chatbot need to deployed to County Internal Intranet/Website?
a. If yes, please share the details of the Intranet/Website what technology/platform
it is built on?
b. Which authentication Identity Provider is implemented? E.g. Azure AD, On-
premise AD or any other.
No.
Do you have Azure subscription?
No.
Do you have PowerBI license for Chatbot Reporting & Analytics?
No.
What would be the tentative number of unique authenticated and non-
authenticated monthly users who will access the Chatbot.
This is unknown until the Chatbot is added and used during the
timeframes outlined.
102 Grant Avenue · P.O. Box 276 · Santa Fe, New Mexico 87504-0276 · 505-986-6200 · FAX:
505-995-2740 www.santafecountynm.gov
Question No. 20:
Answer No. 20:
Any integrations that are needed to be done with the Chatbot e.g. Ticketing
System, CRM, etc.? Please share details from the integrations.
There may be a possibility of a CRM portal.
Question No. 21:
Answer No. 21:
For the multilingual support, is the County fine with AI translation services for
translating bot responses from primary language or they need a separate
knowledge base of each supported language.
Yes, we are fine with the AI translation service.
Question No. 22:
Answer No. 22:
Is the County looking for a subscription-based Chatbot product?
Yes.
Question No. 23:
Answer No. 23:
Is the County fine with the custom-developed solution as per their
requirement?
Yes.
Question No. 24:
Answer No. 24:
In Native mobile app integration/development is needed, are the use cases of
the Chatbot from the Mobile app the same as the Website use case?
Yes.
Question No. 25:
Answer No. 25:
Do you have FAQs and other content ready for ingestion to the Chatbot
database or you want the vendor to develop it for you?
We would want the selected vendor to develop for us.
Question No. 26:
Answer No. 26:
You have mentioned “the online live and automated chat services for various
department within Santa Fe County”, kindly help us understand how your
envision the Departments using the live chat, via Intranet? Kindly provide
more details on the exact requirement and expectation here.
Since 2015, the County has implemented a live chat feature on our website,
we would like to continue the chat service and incorporate a chatbot
during the timeframe outlined.
Question No. 27:
Answer No. 27:
Kindly help us understand how you plan to roll out interactive surveys through
the chatbot. Does this refer to polling or full-fledged surveys?
When a live chat or chatbot conversation ends with an end-user, we would
like for a polling or 1-5 star rating option to pop up and allow the end-user
to answer up to 1-5 questions, for example: “How did we do today? Did
we answer your question? How can we improve?”, etc.
Question No. 28:
Answer No. 28:
Can we take exceptions (if any) of T&C for the County’s review and discussion
before contract signing?
Pursuant to the instructions provided in the RFP, section IV.C.2.g any
exceptions to the terms and conditions must be stated and included in the
transmittal letter in the Offeror’s proposal.
Question No. 29:
Answer No. 29:
Will agents be fully omni-channel, or just doing live chat or digital channels?
Just live chat.
102 Grant Avenue · P.O. Box 276 · Santa Fe, New Mexico 87504-0276 · 505-986-6200 · FAX:
505-995-2740 www.santafecountynm.gov
Question No. 30:
Answer No. 30:
Will the chatbot be just facing the end constituents, or is there an interest in an
agent-facing chatbot as well?
Just facing the end constituents.
Question No. 31:
Answer No. 31:
How many agents will need access to live chat?
10-15
Question No. 32:
Answer No. 32:
What are the main use cases and top questions you envision a chatbot helping
with?
Questions that may be asked included: Property, valuation, exemption
and benefits
Question No. 33:
Answer No. 33:
What are the most important pieces of functionality you are looking for in a
chatbot?
To be able to answer questions regarding the department and services that
are being provided and office related questions when office staff is not
available/during the timeframe outlined.
Question No. 34:
Answer No. 34:
What percentage of your project interest is live chat versus chatbot?
Live Chat: weekdays from 8am to 5pm
Chatbot: weekdays from 5:01pm to 7:59am; weekends & holidays 24
hours
Mountain Standard Time (MST)
Question No. 35:
Answer No. 35:
Will Santa Fe County please elaborate on what is meant by automated chat?
Is this simple automated such as answering FAQs or more complex automation
such authentication and pulling information specific to an individual?
Yes, answering FAQ and/or scripted questions provided from daily live
chats and using with the chatbot.
Question No. 36:
Answer No. 36:
If the chat automation is more complex, what is an estimate of how many
‘tasks’ a user could complete utilizing a chatbot? For example, getting account
information would be considered one task.
Pull information and questions from what live chat agents are already
sharing with end-users and apply to the chatbot feature.
Question No. 37:
Answer No. 37:
Will Santa Fe County please elaborate on what kind of analytics are required?
Number of chats per day/month/year; what types of questions are being
asked, for example, NOV, appraisal, account number, exemptions,
benefits, protest, property sales, mapping/lot splits, other departmental or
non-related questions, etc.
Question No. 38: Will Santa Fe County please elaborate on what is meant by customized forms?
Answer No. 38: We have exemption forms that are located on our website and can be
shared with the end-user. These forms are customized and specific to what
the end-user is asking for, a link of the form can be shared during the live
chat or chatbot conversation and include items like: “change of address”,
“GIS data request”, “business personal property”, etc.
102 Grant Avenue · P.O. Box 276 · Santa Fe, New Mexico 87504-0276 · 505-986-6200 · FAX:
505-995-2740 www.santafecountynm.gov

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