5153-Interactive Voice Response System (IVR) for Outage Management System

Agency: City of Redding
State: California
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: Aug 7, 2020
Due Date: Sep 25, 2020
Solicitation No: 5153
Bid Source: Please Login to View Page
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5153-Interactive Voice Response System (IVR) for Outage Management System
  • Department: City Manager
  • Category: Purchasing Request for Bids, Purchasing Request for Quotations, Purchasing Request for Proposals
  • RFP Number: 5153
  • Start Date: 08/07/2020
  • Close Date: 09/25/2020 3:00 PM




Click here for solicitation packet -> 5153-Interactive Voice Response System (IVR) for Outage Management System


Attachment C - Excel Spreadsheet -> RFP 5153: Attachment C - OMS IVR Requirements Workbook


City of Redding Contact: Amber Edenburn, aedenburn@cityofredding.org

Attachment Preview

City of Redding, California
Request for Proposals
For
Redding Electric Utility
Interactive Voice Response (IVR) System
For Outage Management System
(Schedule No. 5153)
Due September 25, 2020, by 3:00 pm (PT)
City of Redding
Interactive Voice Response System RFP
TABLE OF CONTENTS
PAGE
SECTION I - RFP INFORMATION AND SUBMITTAL INSTRUCTIONS………... 3
SECTION II - BACKGROUND INFORMATION…………………………………….. 4
SECTION III - SCOPE OF WORK…………………………………………………… 5
SECTION IV - GENERAL RESPONSIBILITIES AND REQUIREMENTS……….. 7
SECTION V - PROPOSAL REQUIREMENTS……………………………………… 8
SECTION VI - PROPOSAL EVALUATION AND AWARD CRITERIA……………. 23
SECTION VII - CONTACTS …………….……………………………………………. 24
SECTION VIII - STANDARD CONSULTANT AGREEMENT……………………… 25
SECTION IX – ATTACHMENTS……………………………………………………… 25
Attachments
Attachment A – City of Redding – Consulting and Professional Services Contract
Attachment B – City of Redding – Request for Proposals General Conditions
Attachment C – IVR Requirement Table (Excel Workbook)
Attachment D – Preliminary Desired IVR Call Flow
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City of Redding
Interactive Voice Response System RFP
CITY OF REDDING, CALIFORNIA – REDDING ELECTRIC UTILITY
REQUEST FOR PROPOSALS
FOR
REDDING ELECTRIC UTILITY
INTERACTIVE VOICE RESPONSE (IVR) SYSTEM
FOR OUTAGE MANAGEMENT SYSTEM
(Schedule Number 5153)
SECTION I - RFP INFORMATION AND SUBMITTAL INSTRUCTIONS
The City of Redding (“City”) invites the submission of proposals from firms with expertise
in providing an Interactive Voice Response (IVR) system as the customer facing
interface to our Open Systems International, Inc. (OSI) Electra Outage Management
System (OMS). The IVR will be utilized by customers to report power outages, report
electric emergencies and hazards, report street light issues, and to request electric
service work. The selected IVR must have voice recognition capability for street names
spoken by the customer, in order to ensure ease of use and interaction for the customer.
Companies with demonstrated experience in this area, and with an interest in making
their services available to the City, are invited to respond to this Request for Proposals
(RFP). The City is looking for a vendor able to provide a hosted or non-hosted IVR
solution, successfully implement an integrated IVR to our existing OSI-OMS and provide
continued support and maintenance via renewable 1-year agreements. While a vendor
hosted solution would be the preferred solution, REU is willing to entertain a non-hosted
solution that offers the robust functionality desired and meets the criteria as requested
on the specification worksheets.
All submitted proposals and information included therein or attached thereto shall
become the property of the City upon their delivery to the City. All costs incurred in the
preparation and presentation of this proposal shall be wholly absorbed by the vendor.
In a box or envelope submit one (1) original (unbound) proposal, and six (6) copies
(which may be bound in a manner that allows for ease of recycling; no wire binding), and
one electronic copy (i.e. thumb drive), to the attention of the City Clerk’s office by the
day and time noted on the RFP cover announcement.
One (1) Cost Proposal for this project is to be included in a separate, sealed envelope
clearly marked with the name of the proposer, schedule number 5153 and, “COST
PROPOSAL”. Nowhere in the body of the proposal shall pricing be discussed.
The sealed envelope marked “Cost Proposal” will not be opened until after the initial
proposal review has been completed.
Mark the outside of the package with the firm or vendor’s name and address and include
the following notation: “Proposal for Schedule No. 5153, IVR FOR OUTAGE
MANAGEMENT SYSTEM, Opening at 3:00 p.m., September 25, 2020”.
In accordance with the provisions of the Municipal Code of the City of Redding, sealed
proposals will be received by the City Clerk of the City of Redding, at the 3rd Floor City
Clerk’s Office at City Hall, 777 Cypress Avenue, Redding, California 96001-2718, until
the time and date noted on the cover sheet of this RFP, per specifications and terms and
conditions contained herein.
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