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    OBJECTIVE OBJECTIVE Document Transcript

    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 Request for Proposal (RFP) Call Center/ Fulfillment Center For National Industries for the Blind April 23, 2010 1
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 1OBJECTIVE...................................................................................................................................................3 2SUMMARY.....................................................................................................................................................3 3PROPOSAL PREPARATION INSTRUCTIONS............................................................................................4 5.TECHNICAL REQUIREMENTS....................................................................................................................8 EACH OF THE REQUIREMENTS CALLS FOR CONSISTENT COORDINATION WITH THE CALL CENTER AND FULFILLMENT CENTER AND THEIR MANAGEMENT. THE TECHNICAL PROPOSAL SHOULD RESPOND TO THE ITEMS SET FORTH BELOW.........................................................................8 6.QUALITY ASSURANCE.............................................................................................................................12 7.FACILITIES AND EQUIPMENT/ SYSTEMS..............................................................................................13 7.4.THE CONTRACTOR SHALL INCLUDE IN THEIR PROPOSAL A DETAILED DESCRIPTION AND PLAN AS TO HOW THEY HAVE OR PLAN TO ACQUIRE OR DEVELOP THE FACILITIES AND IT INFRASTRUCTURE SUFFICIENT TO MEET THE NEEDS OF THIS REQUIREMENT...............................13 8.PERSONNEL AND TRAINING ..................................................................................................................13 9.REPORTS/PERIODIC PERFORMANCE REVIEWS..................................................................................14 10.PHASE IN PLAN.......................................................................................................................................14 11.DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN.............................................................14 12.GENERAL AND ADMINISTRATIVE.........................................................................................................15 12.1.HANDLING OF SENSITIVE AND/OR PROPRIETARY INFORMATION .............................................15 12.2.PAYMENTS/ INVOICING AND BILLING INFORMATION ...................................................................15 12.3.TRAVEL ................................................................................................................................................16 13.PRICING PROPOSAL..............................................................................................................................16 14.ATTACHMENTS.......................................................................................................................................17 2
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 1 OBJECTIVE Our mission at National Industries for the Blind (NIB) is to enhance the opportunities for economic and personal independence of people who are blind, primarily through creating, sustaining and improving employment. In keeping with that mission, NIB has dedicated significant resources to and is aggressively pursuing the identification and development of service opportunities both within the Federal marketplace and commercial sector. Key to our success will be the expansion of NPA’s possession of the requisite capabilities, capacities and experience needed to a) provide targeted services and b) capture the opportunities pursued. Teleservices is one of the primary lines of business NIB is focusing on to attain our goals for blind employment growth. The purpose of this initiative is to expand the number of NPA’s possessing established competency in providing call/contact center and fulfillment services. In the interest of providing a means by which NPA’s can acquire the experience to build successful service past performance, NIB is issuing this Request for Proposal (RFP) for a 2 year contract for an enhanced customer service call center/ fulfillment operation. The customer service call center/fulfillment operation will operate in support of AbilityOne™ program activities engaged in by NIB. This RFP is intended for NIB associated nonprofit agencies that have an established call center operation with less than 6 seats, supporting either AbilityOne or commercial contracts, and have a business plan to grow their call center operation. 2 SUMMARY In 2000, National Industries for the Blind (NIB) identified a need for and established a Call Center and Fulfillment program to support the AbilityOne program and NIB provided catalogs, CDs, DVDs, marketing collateral for trade shows from distributors and wholesalers. NIB seeks a qualified contractor to continue this program with a call center that utilizes state-of-the-art solutions for comprehensive communications and customer service programs. The contractor should also have a fulfillment center in the early stages of development, if not already established. None of the products or services performed under this contract may be subcontracted or assigned to anyone other than the NPA chosen to execute the contract. The following are high level capabilities that will need to be accomplished by the assigned contractor: • Inbound call center operations for NPA’s who’ve made an existing investment in the Call Center business • Outbound telemarketing/customer follow-up functions • Customer order processing and Product/Services literature distribution to individual customers 3
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 o Catalogs, CD’s and DVD’s o Marketing collateral and product samples for trade/Contractor shows. • Reporting on call activities and inventory as well as customer profiles. • Inbound and outbound shipping activities and Disaster Recovery Plan 3 PROPOSAL PREPARATION INSTRUCTIONS The Proposal shall be submitted by close of business, June 4th, 2010. An electronic copy of the Proposal should be sent, signed and fully endorsed bearing the signature of an NPA Executive authorized to commit the NPA to this project. Proposal submissions received after June 4th , 2010 will not be considered for award. Proposal responses should not exceed 50 pages in length inclusive of attachments. Submissions via email should be submitted in MS Word and/or other MS Office Program file format or any combination thereof. All Proposals should be sent to services@nib.org. NIB will award a firm-fixed price contract resulting from this solicitation. Contractor must include an outline of any additional costs they deem necessary to complete the work which are not addressed in this RFP. Questions pertaining to this RFP should be sent to NIB no later than May 7th, 2010 via e-mail to services@nib.org. Answers to questions will be provided 5 business days later to all parties to whom the RFP was provided. 3.1. Proposal Elements – Technical Proposal submissions should be divided into five (5) sections – Program Management, Technical Requirements, IT Infrastructure/Support/ Resources, Facilities and Past Performance. Those sections and corresponding components that must be addressed / included are as follows: 3.1.1.Program Management 3.1.1.1.Detail your organization’s planned approach to program management for this opportunity. 3.1.1.2.Describe your organizations existing Teleservices operations. 3.1.1.3.Provide details on your organization’s program management of past projects of similar scope, including if possible, results attained. 4
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 3.1.1.4.Describe your organizations approach to fulfilling the customer service requirements on this opportunity. 3.1.1.5.Provide a detailed organization chart demonstrating what your staffing looks like to satisfy the requirements communicated in this RFP. 3.1.1.6.Please identify and include the resume of the Program Manager you intend to employ in planning, implementing and executing this project. 3.1.2.Technical Requirements 3.1.2.1.Detail your organization’s technical approach for implementing and carrying out the various tasks and processes associated with meeting this requirement. Your response should reflect a thorough understanding of the components of the requirement as detailed in the Technical Requirements section (section 5), Quality Assurance section (section 6), and Disaster Recovery and Business Continuity Plan (section 11). Effectively articulate your proposed methodology for phasing in and providing these services on an on-going basis. 3.1.2.2.Include a description of your plan for standing up, implementing and phasing in Fulfillment operations associated with this requirement. Include details pertaining to integration into existing operations if applicable. 3.1.3.IT Infrastructure, Support and Resources 3.1.3.1.Provide details and qualifications regarding IT resources and key personnel currently available to the existing Contact Center and Fulfillment operations to be acquired to facilitate the startup and ongoing maintenance of operations associated this requirement/ equipment. 3.1.3.2.Describe your organizations IT infrastructure currently in place providing detail regarding number of users supported and types of systems in place. Also address modifications required to meet this requirement and your plan for carrying out and integrating those changes. Include a standard inventory system used. 3.1.3.3.Provide details for the Inventory system to be used. Be sure to include the standards used for the tracking of the accuracy and productivity of the tasks being performed. 5
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 3.1.3.4.Describe your organization’s experience installing, maintaining and training personnel on the use of assistive technology consistent with those needed to provide the services described in the Technical Requirements section of this RFP. 3.1.4.Facilities 3.1.4.1.Detail your organization’s approach for implementing and carrying out capabilities/ equipment/ systems used in conjunction with providing this requirement. 3.1.4.2.Describe the current and allocable facilities currently available. Provide: • Address • Total Square Footage to include office and storage space • Current Use • Security systems in support of this requirement. See section 6, Facilities and Equipment/ Systems for details. • Features of the loading dock. • Accessibility of the site • Plan for build out of facility to render it suitable for the services to be provided • Expansion possibilities • Warehouse equipment available to support the requirement. 6
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 3.1.5.Past Performance 3.1.5.1.Provide up to 3 past examples of successful program implementation. 3.1.5.2.Provide performance and quality statistics from three (3) contracts of similar scope if available. 3.1.5.3.Provide three (3) customer testimonials from sources other than the references. 3.2. Pricing Proposal Element 3.2.1.Pricing submissions should be in accordance with the elements below. Those sections and corresponding components that must be addressed / included are as follows: 3.2.1.1.Provide pricing in accordance with the CLIN structure in Section 13 on page 14. 3.2.1.2.Complete the Shipping Cost Matrix in Section 13 on page 14 and 15. Please provide the estimated shipping costs based on the most cost effective means of shipping each of the scenarios presented. 4. Evaluation Criteria 4.1. Technical proposal submissions will be reviewed and graded by a Technical Review Panel consisting of subject matter experts across NIB. Each section of the technical proposal will be rated as Poor, Marginal, Satisfactory, Good or Excellent. In addition, each NPA submitting a Proposal will be evaluated as to its current standing and compliance relative to the AbilityOne program. Ratings for all Technical sections will be compiled on a weighted scale basis with the level of importance for each being as follows in descending order: • Technical Requirements =30% • Program Management = 25% • IT Infrastructure, Support and Resources = 20% • Facilities = 15% • Past Performance = 10% 4.2. Upon completion of the Technical Review Panel’s evaluation and ranking of NPA Proposals, recommendations will be forwarded to an NIB Contracting Administrator who will make a best value trade-off decision based on the technical panel evaluations and a pricing analysis. When combined, the Technical proposal elements are more important than price. The resulting NPA selection 7
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 recommendation will be forwarded to an NIB Executive Source Selection official for final determination as to the NPA awardee. 5. TECHNICAL REQUIREMENTS Each of the requirements calls for consistent coordination with the call center and fulfillment center and their management. The technical proposal should respond to the items set forth below. 5.1. Inbound Call Center Operations Requirements 5.1.1.Requirements, capabilities, skills and support services should include, but are not limited to the following: • Operate from 8 a.m. to 5 p.m. EST, Monday through Friday. • Provide adequate supervision and manpower to handle inbound requests with no more than two customers waiting in queue during peak hours. Customers should not be on hold for more than one minute duration. • Calls should be answered within the first 20 seconds of receipt. • The Contractor shall furnish local lines and the capability to accept two 1-800 customer service lines with rollover capability. The contractor must provide enough local lines to provide a non-busy signal to 98% of all inbound calls. Must have a telephone system with the capability to roll over a call to the next operator if the primary operator is busy and should include customers routed from NIB AbilityOne Customer Service Desk. • Must be able to handle an average of 51 requests per month with surge capability to address peak request months. Reference Attachment A. • The contractor must have the ability to transfer and forward calls to the NIB AbilityOne Customer Service Desk, so customers who want to place orders can do so without having to call back or place an additional call. 5.2. Customer Order/Fulfillment Requirements 5.2.1.Inbound Customer Service and Order Processing 8
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 5.2.1.1.The Contractor shall accept and accurately fulfill customer orders submitted through the Request Form- All Channels (See Attachment C- Request Form All Channels Section 14.3) for NIB provided catalogs, CDs, DVDs, marketing collateral for trade shows and sample requests from distributors and wholesalers for items not available using electronic/hard copy order forms. 5.2.1.2.The Contractor shall accurately enter data on customer information into electronic and hard copy order forms to fulfill the requests for catalogs etc. 5.2.1.3.The Contractor shall e-mail PDFs of product marketing collateral as requested by NIB product marketing. 5.2.1.4.The Contractor shall ensure customers are provided the below distribution channel’s information for any product ordering they need to do. Below are the distribution channels to be listed and communicated: 1 GSA Global supply 2 MAS and other Commercial Distributors 3 Base Supply Centers (BSCs) 4 AbilityOne.com 5 Military Resale 5.2.1.5.The Contractor shall accurately provide tracking, shipping, and delivery information to customers for the catalogs, CDs, DVDs and marketing collateral for trade shows and sample requests using the sources above. 5.2.1.6.The Contractor shall follow through the course of an order from customers for AbilityOne products placing orders for catalogs, as well as from Channel Management events (i.e. trade shows and sales calls) for marketing collateral and sample requests. Following are the performance requirements to be maintained: 1 The Contractor shall inform customers that order’s not received within a two week lead time and the customer has an immediate need, the customer is responsible for the additional shipping costs. 2 NIB shall be sent order form submissions within 1 business day of receipt from the Contractor. 3 The Contractor shall ship orders within 2-3 business days after receipt of request. 4 The Contractor shall make confirmation of order receipt 5-7 business days after shipping, except for Alaska, Hawaii and overseas orders. 5 Communication to customer regarding out-of-stock issues, shipping costs, and delivery timeframes should be communicated at time of order. 6 The process for the coordination of return items from customer back to the Contractor should be clarified at time of order placement. 9
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 7 Route any requests from customers on sample specific information to NIB Channel Management for approval. 5.2.2.Outbound Telemarketing /Customer Service Follow-up 5.2.2.1.The Contractor shall place follow-up calls one week after mailing date to customers that have requested catalogs, collateral and/or samples. The purpose of the follow up calls is: 1 Ensure receipt of catalog, collateral and/or samples. 2 Drive the sale of additional products through convenience of personalized call. 3 Answer customer questions where appropriate on AbilityOne program and products. 4 Record where appropriate customer comments on AbilityOne products 5 Route orders generated from customer follow-up requests. 6 Accurately log, and disseminate customer information to the appropriate NIB contact on comments related to products, orders and other issues. 5.3. Customer Service Requirements: 5.3.1.The Contractor shall provide contact information to customers wishing to place orders to AbilityOne.com or any channel partner, including GSA Global Supply, Commercial Distributors or BSCs. 5.3.2.The Contractor shall answer questions about AbilityOne products or direct the customer to the appropriate NPA. Training shall be provided upon award by NIB staff. Questions to include, but are not limited to: • Unit of Issue (e.g. how many pens come in a box?) • Product specifications, including such items as recycled content, paper brightness, or aerosol use in paint cans. • Product usage or replacement questions (e.g., the appropriate refill to order for a specific ball point pen, or how to replace the sponge mop head on a sponge mop) • Requests for Material Safety Data Sheets (MSDS) • Cube and weight of requested NSNs 5.3.3.The Contractor will work with manufacturing agencies, and NIB staff to resolve customer problems with orders, billing, payment, and product quality using the appropriate NIB staff. 5.4. Customer Data Retention/Database Maintenance 10
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 5.4.1.The Contractor shall enter all customer data using an Excel spreadsheet. This includes collecting information from inbound and outbound requests for each customer and including it in the customer record. This information includes source of request (e.g. catalog, postcard mailing, advertisement, tradeshow, etc.) and special promotional codes established and provided by NIB (i.e., promo code 001 for Medical/Surgical Catalogs given out at tradeshow X) 5.4.2.The Contractor shall include in each customer record created, complete information including customer name, precise address information (i.e., military codes, building numbers, etc.), Government Agency and acronyms, national account codes. The Contractor shall establish what customers are interested in and also what our next activity with that customer will be (send catalogs, schedule follow up call etc.). 5.4.3.All information is NIB proprietary and confidential and may not be copied, used, or provided to any party other than NIB. 5.5. Receipt of Goods Steps and Process/ Inbound and Outbound Shipping 5.5.1.The warehouse operation hours are from 8:00am until 5:00pm EST, Monday through Friday. 5.5.2.Item identification of the product is obtained before accepting the receipt. 5.5.3.The quantity and SKU of items is verified and the condition of the product is inspected for any defects and put into a complete tracking inventory system. 5.5.4.The Contractor shall establish and articulate a process for how items will be returned to a supplier. All discrepancies should be noted. 5.5.5.The Contractor shall develop a Standard Operating Procedure documenting all the processes, labor categories and tasks associated with completing functions associated with Inbound Customer order processing (section 5.2.1.) 5.6. Product/Services Literature Fulfillment 5.6.1.The Contractor shall detail how they intend to store customer products and literature in their Fulfillment facility. Double stacking of skids is prohibited. The contractor should be able to allocate the receipt of 60 pallets of material a year. A pallet is 40” x 48”. There will be additional space required, usually in the spring when an additional 40 pallets of catalogs come in at one time. All inventories must be in a climate controlled environment. 5.6.2.Preparation and processing of outbound orders. 5.6.2.1.The Contractor shall establish and articulate a process for the shipping of material goods moving between facilities and customer location and how it will be handled in the most cost effective way. 5.6.2.2. The Contractor shall establish and articulate a process for how customer material/equipment ordered or received in error by the contractor will be handled. 5.6.2.3. The Contractor shall establish and articulate a process for the preparation for shipment of orders including proposed packaging materials. 11
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 5.6.2.4.The Contractor shall develop a Standard Operating Procedure documenting all the process, labor categories and tasks associated with completing Outbound Marketing Customer Service follow up (Section 5.2.2). 5.6.2.5.The Contractor shall use the most cost effective method of shipping relative to the level of service and timeframes required by the customer. This should include consideration of NIB negotiated UPS rates per the UPS rate chart. (See the UPS Rate Chart Section 14.4) 5.6.2.6.The Contractor shall fulfill customer requests made through the 1-800-433-2304 Customer Service Hotline for AbilityOne product catalogs, using USPS, UPS, FedEx ground or common carrier freight providers as applicable to the level of service desired, physical characteristics of the shipment and most economical means. Typical fulfillment is on average of 100 - 200 catalogs per month, not inclusive of large mass mailings. (See Attachment B-Shipping Summary report in Section 14.2.) 5.6.2.7.The Contractor shall manage inventory levels for stock of AbilityOne products, videos, catalogs, samples, and others materials and literature as needed according to NIB’s pre-set as well as special program inventory standards. (See Attachment B- Shipping Summary report in Section 14.2). 5.6.2.8.Contractor fulfillment will include the responsibility to manage, pack, log, record, track and ship all fulfillment orders. 5.6.2.9.The Contractor shall receive and process approximately 2-5 order requests per day via fax, e-mail, CS hotline 800 numbers. There will be peak periods approximately 4 times a year. (See Attachment B-Shipping Summary report in Section 14.2.) 5.6.2.10.There will be 4-5 special mailings for 200-300 customers a year at US mail book rate or ground shipment. Special mailings shall be completed within 2-4 weeks from receipt of orders. (See Attachment B-Shipping Summary report in Section 14.2). 6. QUALITY ASSURANCE 6.1. The Contractor shall develop a Quality Assurance Plan to be included with their proposal. This Quality Assurance Plan should address the following items: 6.1.1.Systems/Process in place to assure accuracy of inbound and outbound orders. 6.1.2.Systems/Process in place to assure accuracy of inventory. 6.1.3.System/Process in place to communicate the levels of inventory and the need for reordering. 6.1.4.Process to quantify and measure timeliness and handling of calls. 6.1.5.Establish a system to monitor and analyze the interactions of agents and customers. 6.1.6.Establish scoring guidelines to provide evaluation and feedback to the employees. 6.1.7.Regularly review the scoring guidelines for relevance and accuracy. 12
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 7. FACILITIES AND EQUIPMENT/ SYSTEMS 7.1. The facility where work is to be performed (inbound/ outbound call center and order fulfillment) will be wholly managed and operated by the contractor. 7.2. The Contractor shall have existing Teleservices/ Contact Center capabilities in place. 7.3. Capabilities/ equipment/ systems used in conjunction with providing Fulfillment Center operations may be acquired/ developed. Include a Phase-In Plan. 7.4.The Contractor shall include in their proposal a detailed description and plan as to how they have or plan to acquire or develop the facilities and IT infrastructure sufficient to meet the needs of this requirement. 7.5. All IT systems, equipment, infrastructure needed to establish the facility will be the sole responsibility of the contractor 7.6. Initial installation and ongoing maintenance of IT systems and the physical facility will be the responsibility of the Contractor. 7.7. Security of IT systems and infrastructure and the facility shall be sufficient to ensure that property and data furnished to the contractor will be accounted for and secure. 7.8. The Contractor shall maintain acceptable levels of insurance against loss from theft, fire and water for the facility and its furnished property. 8. PERSONNEL AND TRAINING 8.1. The Contractor shall communicate in the proposal, staffing levels needed to satisfy the requirement as described herein and describe associated tasks and responsibilities by position. 8.2. The Contractor shall establish and articulate minimum prequalification requirements and skill set needed for each position proposed. 8.3. The Contractor shall provide a detailed recruitment and training plan demonstrating how staffing levels will be achieved with qualified individuals. Include details pertaining to training curriculum 8.4. The Contractor shall be conversant and able to articulate basic information about the AbilityOne Program. 8.5. Contact Center personnel minimum standards are: • Excellent Customer Service skills • Typing proficiency • Proficient using Microsoft Office applications • Proficient using Assistive Technology • High School degree or GED equivalent required (some college preferred) • Works well with team members and other departments • Proactive problem-solver 13
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 9. REPORTS/PERIODIC PERFORMANCE REVIEWS 9.1. The Contractor shall provide NIB Marketing with monthly inventory and usage reports. Inventory and usage reports should include the processing and/or shipping of special promotional orders. (See Attachment A- Inventory Report sample in Section 14). 9.2. The Contractor shall provide performance-based statistical information to NIB on a monthly basis including, but not limited to: (See Attachment B-Shipping Summary report in Section 14.2.) 9.2.1.Daily inbound and outbound call volume on a monthly report 9.2.2.Shipping data by category (i.e.: Prime Contractor, NPA, etc.) inclusive of any rushed orders needing to be expedited. 9.2.3.Average call length for inbound requests 9.2.4.Number of incomplete requests (busy, ring-no answer) 9.2.5.Fulfillment inventory report 9.2.6.Fulfillment usage report 9.2.7.Complaint / Resolution report 9.2.8.Other activity 9.3. The Contractor is required to provide the NIB Call Center/ Fulfillment Center Project Manager with monthly written progress reports (one copy). These are due to the NIB Call Center/ Fulfillment Center Project Manager by the close of business (COB) no later than the first 5 business days of the following month throughout the life of the contract. 9.4. The progress report shall identify any problems encountered or still outstanding with an explanation of the cause and resolution of the problem or how the problem will be resolved. 9.5. The Contractor shall be responsible for conducting weekly status phone calls with the NIB Project Manager. 10. PHASE IN PLAN 10.1.The Contractor shall develop and detail as part of the proposal a Phase In Plan to include: 10.1.1.Program management approach 10.1.2.A list of all required major equipment, people and supplies used in performance of the work as described herein. 10.1.3.Physical facility and IT infrastructure security plan. 10.1.4.Phase in schedule detailing all critical milestones associated with establishing operations. 11. DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN 11.1.The Contractor shall have and include with the proposal an established and effective Disaster Recovery (DR) and Business Continuity (BC) plan ensuring continuity of operations under this contract in the event of a disaster or unforeseen circumstances. 14
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 11.2.The Contractor shall have 3 forms of Control measures included in the DR and BC Plan: 11.2.1.Preventive measures - These controls are aimed at preventing an event from occurring. 11.2.2.Detective measures - These controls are aimed at detecting or discovering unwanted events. 11.2.3.Corrective measures - These controls are aimed at correcting and/or restoring the continuity of business operations after disaster or event. 12. GENERAL AND ADMINISTRATIVE 12.1.Handling of Sensitive and/or Proprietary Information 12.1.1.The Contractor shall provide personnel who have signed or will sign a Non-Disclosure Agreement (NDA). 12.1.2.Any information assets (company owned or custodial care) no longer required to complete the prescribed tasks must be returned to a designated Organization representative for storage or destruction. Unless approved by a designated Organization official, no sensitive or proprietary Organization information shall be removed, copies, or otherwise replicated from the Organization’s site or domain. 12.1.3.The preliminary and final deliverables as well as all associated working papers and other material considered relevant by the Organization’s Contracting Official (CO) that have been generated by the Contractor in the performance of Organization business are the property of the Organization and must be submitted to the CO at the conclusion of the effort for evaluation, classification, and disposition. 12.1.4.Access and use of the Organization’s network shall be considered sensitive, on an as- required basis, and must be appropriately protected. 12.1.5.All documents - hard copy or electronic - produced for this project are the property of the Organization. All appropriate project documentation will be given to the CO during and at the end of the contract. The Contractor will release no information without written permission from the Organization, or other designated official. Any request for information relating to this contract presented to the Contractor must be submitted to the CO for a response. 12.1.6.The service provider personnel will be required to have a classification clearance commensurate with the sensitivity of the tasks to be performed. These personnel will be required to sign Non-Disclosure Statements and follow all provisions, restrictions, procedures, and policies commensurate to the tasks to be performed. 12.1.7.Nothing herein shall be construed or applied in a manner inconsistent with <Your state or province> Public Records Law, General Statutes ….. 12.2.Payments/ Invoicing and Billing Information 12.2.1.Payment terms will be net thirty (30) days from the day of receipt of proper invoice. 12.2.2.Invoices will be submitted concurrent with the monthly reports. Invoices will be accompanied by copies of the original freight bills and/or shipping invoices to substantiate shipping charges tendered. 12.2.3.Full and complete billing instructions will be furnished upon the execution of a contract. 15
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 12.3.Travel 12.3.1.All travel shall be the responsibility of the Contractor. 13. PRICING PROPOSAL 13.1.The Contractor shall provide monthly pricing for the fulfillment of the below requirements: CLINS ITEMS TO BE PRICED PRICING PER MONTH 0001 Inbound/ Outbound Call Center Services as specified in the Technical Requirements 0002 Fulfillment Operations – Receipt, Inventory and Order processing as specified in the Technical Requirements. 0003 Actual shipping of cost as specified in the Technical To be billed monthly Requirements. 13.2.Shipping Cost Matrix: The Contractor shall provide pricing for the fulfillment of the below requirements Level of Service Description From To Next Day 5 Business Days Carrier/ Cos Carrier/ Cost Mode* t Mode* Contracto Phoenix, AbilityOne Catalogs - 13 boxes r Facility AZ @ 35lbs per box Contracto Augusta, r Facility SC Contracto Alexandria, r Facility VA Contracto Schofield, r Facility HI Contracto San r Facility Antonio, TX Contracto Phoenix, Jan/ San CD ROM – 1 box @ r Facility AZ 25lbs. Contracto Augusta, r Facility SC Contracto Alexandria, r Facility VA Contracto Schofield, r Facility HI Contracto San r Facility Antonio, TX 16
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 Contracto Phoenix, AbilityOne Catalog – 1 box @ r Facility AZ 35lbs. Contracto Augusta, r Facility SC Contracto Alexandria, r Facility VA Contracto Schofield, r Facility HI Contracto San r Facility Antonio, TX Contracto Phoenix, 550 SKILCRAFT Plastic Bags – r Facility AZ 1 box @ 5lbs. Contracto Augusta, r Facility SC Contracto Alexandria, r Facility VA Contracto Schofield, r Facility HI Contracto San r Facility Antonio, TX *Cost/Mode is defined as the method the Contractor will use to ship the item listed. (I.e. USPS, UPS, Fed Ex etc.) 14. ATTACHMENTS 14.1.Attachment A – Inventory Report sample 2010 Shipments-Inventory Attachment A Final.xls 14.2.Attachment B – Shipping Summary Report 17
    • RFP for Services National Industries for the Blind Rev 1.2, 4/23/2010 2009 Shipping Summary- attachment B Final.xls 14.3.Attachment C – Request Form- All Channels Request Form-All Channels (01-2010) Final- Attachment C.xls 14.4.UPS Rate Chart 2009 Ground Residential Rate Chart.pdf 18