State of Wisconsin
Wis. Statutes s.16.75
DOA-3070 (R08/2003)
BIDS MUST BE SEALED AND ADDRESSED TO:                        ...
STATE OF WISCONSIN
REQUEST FOR BIDS (RFB) # AG0750030
“No Call” List

TABLE OF CONTENTS
      1.0    INTRODUCTION AND PURP...
STATE OF WISCONSIN
REQUEST FOR BIDS (RFB) # AG0750030
FOR: “No Call” List

Conditions of bid which include the word “must”...
Vendor means a firm submitting a bid in response to this RFB. For the purpose of this RFB the terms
               “vendor...
DATCP Project Manager:          Jeanne Burt
                                              Department of Agriculture, Trade...
1.6.3    METHOD OF AWARD: The award will be based upon the LOT 1 TOTAL COST from the
                       lowest, respon...
event of such termination, be entitled to receive compensation for any work accepted hereunder in
                    acco...
Each bid should include the following information on the outside of the package:

      Vendor's Name and Address: _______...
Vendor Reference Data Sheet: The references listed must be relevant to the product(s) and/or
       services(s) specified ...
Vendors are expected to raise any questions, exceptions, or additions they have concerning the RFB
                    doc...
4.0        GENERAL REQUIREMENTS:
           4.1 All requirements in this section are mandatory unless specifically noted “...
4.9.1   All components must maintain a level of effectiveness of 99.5% for thirty (30) consecutive
                       ...
5.10     The system will include a professional voice over talent for all recordings. The vendor must provide
            ...
Internet application. The vendor shall process such requests to add or update content within 2
                          b...
7.4   FUNCTIONAL REQUIREMENTS:
      7.4.1 The vendor shall develop all components of the No Call web site. The start-up p...
Figure 2

                 7.4.7    In the event the phone number/zip code combination is registered, the application shal...
8.3      Database Update Process: This is the process which File Transfer Protocols (FTP) Customer records
               ...
telephone area code. All Telephone Solicitors will also receive the Federal Trade Commission National Do
            Not C...
11.3     TRAINING: At the Agency’s option, vendor shall provide customized on-site training sufficient for the
           ...
12.0    COMPONENT SUPPORT REQUIREMENTS:
        CALL CENTER
        12.1  All requirements in this section are mandatory u...
15.1     All requirements in this section are mandatory unless specifically noted “optional.”
        15.2     Bidder must...
17.7   Service provided must be capable of processing, at a minimum, 500 calls per hour during the hours of
              ...
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  1. 1. State of Wisconsin Wis. Statutes s.16.75 DOA-3070 (R08/2003) BIDS MUST BE SEALED AND ADDRESSED TO: Remove from bidder list for this commodity/service. (Return this page only.) AGENCY ADDRESS: Bid envelope must be sealed and plainly marked in lower Department of Administration corner with due date and Request for Bid #AG0750030. Late bids will be rejected. Bids MUST be date and time stamped by the soliciting purchasing office Division of Administrative Services on or before the date and time that the bid is due. Bids dated and time stamped in another office 101 East Wilson Street, 9th Floor will be rejected. Receipt of a bid by the mail system does not constitute receipt of a bid by the Madison, WI 53702 purchasing office. Any bid which is inadvertently opened as a result of not being properly and If using PO Box, P.O. Box 7867, 53707-7867 clearly marked is subject to rejection. Bids must be submitted separately, i.e., not included with sample packages or other bids. Bid openings are public unless otherwise specified. Records will be available for public inspection after issuance of the notice of intent to award or the award of the contract. Bidder should contact person named below for an appointment to view the bid record. Bids shall be firm for acceptance for sixty (60) days from date of bid opening, unless otherwise REQUEST FOR BID noted. The attached terms and conditions apply to any subsequent award. THIS IS NOT AN ORDER Bids MUST be in this office no later than BIDDER (Name and Address) November 28, 2006 at 2:00PM CST      fill in the name and address here Name (Contact for further information) Brenda Derge Phone Date 608-266-8613 November 2, 2006      Quote Price and Delivery FOB DESTINATION Request for Bid Description Department of Agriculture, Trade and Consumer Protection “No Call” list Fax and e-mail bids are not accepted. Use Attachment A for the itemized bid list. We claim minority bidder preference [Wis. Stats. s. 16.75(3m)]. Under Wisconsin Statutes, a 5% preference may be granted to CERTIFIED Minority Business Enterprises. Bidder must be certified by the Wisconsin Department of Commerce. If you have questions concerning the certification process, contact the Wisconsin Department of Commerce, 5th Floor, 201 W. Washington Ave., Madison, Wisconsin 53702, (608) 267-9550. Does Not Apply to Printing Bids. We are a work center certified under Wis. Stats. s. 16.752 employing persons with severe disabilities. Questions concerning the certification process should be addressed to the Work Center Program, State Bureau of Procurement, 6th Floor, 101 E. Wilson St., Madison, Wisconsin 53702, (608) 266-2605. Wis. Stats. s. 16.754 directs the state to purchase materials which are manufactured to the greatest extent in the United States when all other factors are substantially equal. Materials covered in our bid were manufactured in whole or in substantial part within the United States, or the majority of the component parts thereof were manufactured in whole or in substantial part in the United States. Yes No Unknown In signing this bid we also certify that we have not, either directly or indirectly, entered into any agreement or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a bid; that this bid has been independently arrived at without collusion with any other bidder, competitor or potential competitor; that this bid has not been knowingly disclosed prior to the opening of bids to any other bidder or competitor; that the above statement is accurate under penalty of perjury. We will comply with all terms, conditions and specifications required by the state in this Request for Bid and all terms of our bid. Name of Authorized Company Representative (Type or Print) Title Phone (     )                   Fax (     )       Signature of Above Date e-mail.             This form can be made available in accessible formats upon request to qualified individuals with disabilities.
  2. 2. STATE OF WISCONSIN REQUEST FOR BIDS (RFB) # AG0750030 “No Call” List TABLE OF CONTENTS 1.0 INTRODUCTION AND PURPOSE 2.0 BID PROCEDURE AND INSTRUCTIONS 3.0 BID ACCEPTANCE, EVALUATION AND AWARD 4.0 GENERAL REQUIREMENTS 5.0 COMPONENT GENERAL REQUIREMENTS: Call Center 6.0 COMPONENT GENERAL REQUIREMENTS: Internet Service Provider/Web Hosting 7.0 COMPONENT GENERAL REQUIREMENTS: Internet Application and Database 8.0 COMPONENT GENERAL REQUIREMENTS: DATCP Master Database 9.0 COMPONENT GENERAL REQUIREMENTS: Distribution System 10.0 NO CALL LIST DISTRIBUTION 11.0 SUPPORT AND SECURITY REQUIREMENTS 12.0 COMPONENT SUPPORT REQUIREMENTS: Call Center 13.0 COMPONENT SUPPORT REQUIREMENTS: Internet Service Provider/Web Hosting 14.0 COMPONENT SUPPORT REQUIREMENTS: Internet Application and Database 15.0 COMPONENT SUPPORT REQUIREMENTS: DATCP Master Database 16.0 PERFORMANCE REQUIREMENTS – GENERAL 17.0 COMPONENT PERFORMANCE REQUIREMENTS: Call Center 18.0 COMPONENT PERFORMANCE REQUIREMENTS: Internet Service Provider/Web Hosting 19.0 COMPONENT PERFORMANCE REQUIREMENTS: Internet Application and Database 20.0 COMPONENT PERFORMANCE REQUIREMENTS: DATCP Master Database 21.0 TECHNICAL REQUIREMENTS: Internet Service Provider/Web Hosting 22.0 TECHNICAL REQUIREMENTS: Internet Application and Database 23.0 TECHNICAL REQUIREMENTS: DATCP Master Database 24.0 REPORTING REQUIREMENTS: Call Center 25.0 REPORTING REQUIREMENTS: Internet Service Provider/Web Hosting 26.0 REPORTING REQUIREMENTS: Internet Application and Database 27.0 REPORTING REQUIREMENTS: DATCP Master Database 28.0 REPORTING REQUIREMENTS: Distribution System 29.0 DELIVERABLES COMPONENT REQUIREMENTS: Call Center 30.0 DELIVERABLES COMPONENT REQUIREMENTS: Internet Service Provider/Web Hosting 31.0 DELIVERABLES COMPONENT REQUIREMENTS: Internet Application and Database 32.0 DELIVERABLES COMPONENT REQUIREMENTS: DATCP Master Database 33.0 DELIVERABLES COMPONENT REQUIREMENTS: Distribution System 34.0 TERMS AND CONDITIONS 35.0 PAYMENT SCHEDULE ATTACHMENTS A ITEMIZED BID LIST B MANDATORY REQUIREMENTS C.1 RIDER: Software C.2 RIDER: Software Development C.3 RIDER: Hardware C.4 RIDER: Hardware Maintenance C.5 RIDER: Personal Services D DATCP POLICY 183: Computer Software, Data Access, and Security Policy E DIAGRAM OF NO CALL COMPONENTS FORMS Vendor Information Data Sheet Vendor Reference Data Sheet Designation of Confidential and Proprietary Information Data Processing and Service Agreement
  3. 3. STATE OF WISCONSIN REQUEST FOR BIDS (RFB) # AG0750030 FOR: “No Call” List Conditions of bid which include the word “must” or “shall” describe a mandatory requirement. Failure to meet a mandatory requirement will disqualify your bid. The following definitions are used throughout the bid: Agency means the Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP). For the purpose of this RFB, the terms “Agency”, “DATCP” and “Department” are used interchangeably. Bidder means a company, organization, or other entity submitting a bid in response to this Request for Bid CAPS means Department of Administration, Bureau of Procurement, Consolidated Agency Purchasing Services. Contractor means the company, organization, or other qualified legal entity to whom a contract shall be awarded to provide the equipment and services described herein. Customer means an individual living in the state of Wisconsin who receives basic local exchange service from a telecommunications utility. DATCP normal business hours means 7:45 am through 4:30 pm, Monday through Friday Down time means that the registration system is not fully operational and capable of allowing the input, collection, processing, storage reporting and retrieval of data as stated in the contract. Expiration date means the 15th day of the quarter cut-off date, following the calendar date 2 years from the date a customer registers. ISP means Internet Service Provider. Landline means a residential telephone line hard-wired to a basic local exchange service at a telecommunications utility. “Residential phone number”, “landline”, and “phone number” are synonymous. This includes published, unpublished and unlisted residential telephone numbers. It does not cover business and wireless numbers. MBE means Minority Business Enterprise. Manufacturer means the company that owns controlling interest in the factory actually producing the equipment furnished for this project. Must used in a condition of the bid describes a mandatory requirement. No Call means the rules and systems implemented by DATCP to enforce the law requiring licensing of telephone solicitors and the creation of a No Call List. No Call List means a list compiled and distributed according to Wis. Admin. Code § ATCP 127.82 containing the telephone numbers and ZIP codes of residential telephone customers whom indicated that they do not wish to receive telephone solicitations. P.01 Grade of Service means one call in one hundred (100) can be busy. Quarterly Cut-off Date means the 15th of the month of March, June, September, December. The day that the following month’s No Call List is processed. Residential Telephone Customer means an individual in the state of Wisconsin who receives basic local exchange service from a telecommunications utility. “Residential phone number”, “landline”, and “phone number” are synonymous. This includes published, unpublished and unlisted residential telephone numbers. It does not cover business and wireless numbers. RFB means Request for Bid. Shall used in a condition of the bid describes a mandatory requirement. State means State of Wisconsin. Telephone Solicitor means an individual, corporation, partnership, cooperative, limited liability company, trust or other legal entity making an unsolicited telephone call for the purpose of encouraging the call recipient to buy property, goods or services, or that is part of a plan or scheme to encourage the call recipient to buy property, goods or services. For the purpose of this RFB the terms “telemarketer” and “telephone solicitor” are used interchangeably. Request for Bid #AG0750030 Page 3 of 36
  4. 4. Vendor means a firm submitting a bid in response to this RFB. For the purpose of this RFB the terms “vendor” and “bidder” are used interchangeably. Zip Code means five- (5) digit locator assigned by United States Postal Service to a specific geographical area. 1.0 INTRODUCTION AND PURPOSE: 1.1 PURPOSE OF THE REQUEST FOR BID: The State of Wisconsin Department of Agriculture, Trade and Consumer Protection hereinafter referred to as “DATCP", through Department of Administration, Consolidated Agency Purchasing Services, hereinafter referred to as "CAPS," requests bids for the creation, compilation, and maintenance of Wisconsin’s “No Call” list of residential consumers who do not want to receive telemarketing calls, and the distribution of the list to licensed telemarketing solicitors. Components of Wisconsin’s No Call program shall include a call center, an Internet service provider, an Internet No Call application and database, a DATCP Protection No Call application database, and the creation and distribution of a quarterly No Call List. See Attachment E for a diagram that represents how the Agency expects the No Call List system to work. The State does not guarantee to purchase any specific quantity or dollar amount. The contract resulting from this RFB will be administered by the DATCP. 1.2 BACKGROUND AND SCOPE: DATCP regulates unfair and deceptive business practices. DATCP has adopted rules, under Wis. Admin. Code, ch. ATCP 127, to protect consumers against unfair telemarketing practices. The Wisconsin Legislature has also directed DATCP, under Wis. Stats. § 100.52, to maintain a “no-call” sign-up and list of consumers who do not want to receive telemarketing calls. Telemarketers must register with DATCP and pay fees to finance the list compilation and distribution. On a regular periodic basis, DATCP must update the list and distribute it to registered telemarketers. DATCP has adopted rules to implement this program, Wis. Adm. Code, ATCP 127, subch. V. DATCP will use the resulting contract to procure five different components for which a vendor is needed. These components include: 1.2.1 CALL CENTER: Provides customers toll-free access for registration to Wisconsin’s No Call List. Maintains a database of customers who register by telephone. 1.2.2 INTERNET SERVICE PROVIDER: The provider will create, host and maintain a website with high volume transaction and network web-hosting capabilities. 1.2.3 INTERNET APPLICATION AND DATABASE: This application and database will be hosted on the website by the ISP. Development of a database composed of information received from customers who register for the No Call List. 1.2.4 DATCP MASTER NO CALL APPLICATION AND DATABASE: Used for reporting and tracking of distribution of the No Call List. 1.2.5 DISTRIBUTION SYSTEM: Provides the initial and updated No Call Lists to licensed telemarketing solicitors. 1.3 CONTACT INFORMATION: Procurement Specialist: Brenda Derge Wisconsin Department of Administration Consolidated Agency Purchasing Services 608-266-8613 Brenda.derge@wisconsin.gov Request for Bid #AG0750030 Page 4 of 36
  5. 5. DATCP Project Manager: Jeanne Burt Department of Agriculture, Trade and Consumer Protection 2811 Agriculture Dr Madison, WI 53718 (608) 224-4975 Jeanne.Burt@datcp.state.wi.us 1.4 REASONABLE ACCOMMODATIONS: The Department will provide reasonable accommodations, including the provision of informational material in an alternative format, for qualified individuals with disabilities upon request. If you think you need accommodations at a bid opening/vendor conference, contact Brenda Derge at 608-266-8613. 1.5 CONTRACT LENGTH: The contract will be for an initial 1-year period with four (4) additional automatic one-year renewals. The State reserves the right to extend beyond the Contract Term if deemed to be in the best interest of the State. The contract will automatically renew unless notified, in writing, by the Contractor; or the State notifies the Contractor, in writing, 60 calendar days prior to expiration of the initial and/or succeeding Contract term(s). 1.6 METHOD OF BID, COST, AND METHOD OF AWARD: 1.6.1 METHOD OF BID: Bidder must submit a total cost LOT 1 price on Attachment A. Bidder must submit LOT 2 rates. The LOT 2 rates will not be considered in awarding the bid. All prices will be in US dollars. Pricing should reflect your best and final offer. 1.6.2 COST All costs for furnishing the product(s) and/or services(s) included in the bid in accordance with the terms and conditions in this RFB must be included. Bid prices shall include all costs associated with that product or service for each component of the RFB as well as prices for the complete project. Products and services include, but are not limited to phone line charge, application development, installation, testing, implementation, documentation, mailing, CD burning, manuals, travel, labor and materials. All prices, costs, and conditions outlined in the bid shall remain fixed and valid for the initial year and the second year, if there is a renewal. 1.6.3 COST CHANGES The vendor may receive an inflationary adjustment to his/her base fee/hourly rate(s) at the start of each annual contract extension/renewal period. The increase for each extension/renewal period will not exceed five percent (5%) of the previous year’s contract price or the cost of living adjustment whichever is less. 1.6.4 COSTS RELATED TO CALL CENTER 1.6.4.a The volume discount sliding scale must be approved at the beginning of the contract and at the beginning of each renewal period. 1.6.4.b Vendor will review overall call volume at the end of the contract year and adjust the price per call based on the approved volume discount sliding scale. 1.6.4.c Any credits due to a change in pricing shall be applied to the billing for the previous month. 1.6.4.d The Call Center setup cost must be detailed out in Attachment A. 1.6.4.e At a minimum, calls will be billed in six-second increments. However, it is desired that the calls be billed in one-second increments. 1.6.4.f DATCP prefers no minimum call length will be willing to evaluate any option that gives the best overall price to the agency. 1.6.4.g No queue slots will be allowed Request for Bid #AG0750030 Page 5 of 36
  6. 6. 1.6.3 METHOD OF AWARD: The award will be based upon the LOT 1 TOTAL COST from the lowest, responsive, responsible bidder. Prices listed will be in US dollars. Bids that include language that the State shall guarantee a specific quantity or dollar amount will be disqualified. 1.7 VERIFICATION: The selected vendor(s) may be required to allow the Agency to verify the vendor’s ability to meet the requirements by doing demonstrations, allowing the Agency to conduct interviews with the vendor’s employees, and allowing the Agency to conduct on-site inspections. These will take place at a time and place mutually agreed upon by the vendor and the Agency. The Agency will furnish detailed specifications prior to the event. Failure of a vendor to allow the Agency to verify within a reasonable amount of time may result in rejection of that bid. Failure of any product(s) and/or service(s) to meet the Agency’s specified requirements during the verification may result in rejection of the vendor’s bid. The successful verification of the vendor’s product(s) and/or service(s) does not constitute acceptance by the Agency as specified under the terms of the State of Wisconsin Data Processing & Service Agreement. Any product(s) and/or service(s) furnished by the vendor for the purposes of the verification must be identical in every respect to that (those) which will be furnished for acceptance testing under the terms of the State of Wisconsin Data Processing & Service Agreement. 1.8 NOTIFICATION OF INTENT TO AWARD: Any vendor who responds to this RFB will be notified in writing or by e-mail of the Agency’s intent to award the contract as a result of this RFB. 1.9 APPEALS PROCESS: Notices of intent to protest and protests must be made in writing to the Secretary, Wisconsin Department of Agriculture, Trade and Consumer Protection. Protestors should make their protests as specific as possible and should identify statutes and Wisconsin Administrative Code provisions that are alleged to have been violated. Any written notice of intent to protest the intent to award a contract must be received in the DATCP Secretary’s office no later than five (5) working days after the notices of intent to award are issued. A copy of the written notice of intent to protest the intent to award a contract should be sent electronically to Brenda.Derge@wisconsin.gov the same day the written notice is mailed to DATCP. Any written protest must be received within ten (10) working days after the notice of intent to award is issued. The decision of the Secretary, Wisconsin Department of Agriculture, Trade and Consumer Protection may be appealed to the Secretary of the Department of Administration within five (5) working days of issuance, with a copy of such appeal filed with the procuring agency. The appeal must allege a violation of a Wisconsin statute or a section of the Wisconsin Administrative Code. 1.8 CANCELLATION AND TERMINATION: The State reserves the right to cancel the resulting contract/agreement, for any reason, by giving written notice to Contractor of such cancellation and specifying the effective date thereof, at least ten (10) days before the effective date of such cancellation. Contractor shall, in the event of such cancellation, be entitled to receive compensation for any work accepted hereunder in accordance with the State's order(s). Contractor may also be compensated for partially completed work in the event of such cancellation. The compensation for such partially completed work shall be no more than the percentage of completion of each work effort, as determined in the sole discretion of the State, times the corresponding payment for completion of such work as set forth in the State's order(s). In addition, the State reserves the right to terminate the resulting contract/agreement, for reasons of breach of contract, by giving written notice to Contractor of such termination and specifying the effective date thereof, at least ten (10) days before the effective date of such termination. Contractor shall, in the Request for Bid #AG0750030 Page 6 of 36
  7. 7. event of such termination, be entitled to receive compensation for any work accepted hereunder in accordance with the State's order(s). Contractor shall also be compensated for partially completed work in the event of such termination. The compensation for such partially completed work shall be no more than the percentage of completion of each work effort, as determined in the sole discretion of the State, times the corresponding payment for completion of such work as set forth in the State's order(s). Upon cancellation, termination or other expiration of the resulting contract/agreement, each party shall forthwith return to the other all papers, materials, and other properties of the other held by each for purposes of execution of the contract/agreement. In addition, each party will assist the other party in the orderly termination of this contract/agreement and the transfer of all aspects hereof, tangible or intangible, as may be necessary for the orderly, nondisruptive business continuation of each party. 1.9 VENDORNET REGISTRATION The State of Wisconsin’s purchasing information and vendor notification service is available to all businesses and organizations that want to sell to the state. Anyone may access VendorNet on the Internet at http://vendornet.state.wi.us to get information on state purchasing practices and policies, goods and services that the state buys, and tips on selling to the state. Vendors may use the same Web site address for inclusion on the bidders list for goods and services that the organization wants to sell to the state. A subscription with notification guarantees the organization will receive an e-mail message each time a state agency, including any campus of the University of Wisconsin System, posts a request for bid or a request for proposal in their designated commodity/service area(s) with an estimated value over $25,000. Organizations without Internet access receive paper copies in the mail. Increasingly, state agencies also are using VendorNet to post simplified bids valued at $25,000 or less. Vendors also may receive e-mail notices of these simplified bid opportunities. 1.10 DEBARMENT: Federal Executive Order (E.O.) 12549 “Debarment” requires that all contractors receiving individual awards, using federal funds, and all sub recipients certify that the organization and its principals are not debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded by any Federal department or agency from doing business with the Federal Government. Information on debarment is available at the following web sites: www.epls.gov and www.arnet.gov/far/. 2.0 BID PROCEDURES AND INSTRUCTIONS: INSTRUCTIONS TO SUBMIT BID: Vendors should submit THREE complete originals of the set of all materials required for acceptance of their bid by the deadline shown on the Request for Bid form to: USPS ADDRESS COMMON CARRIER ADDRESS Brenda Derge Brenda Derge Wisconsin Department of Administration Wisconsin Department of Administration Consolidated Agency Purchasing Services Consolidated Agency Purchasing Services P.O. Box 7867 9th Floor Madison, Wisconsin 53707-7867 101 E. Wilson Street Madison, Wisconsin 53702 Bids should be received by the receptionist in the above office. Office hours are 8AM – 4:30PM., Monday through Friday except State Holidays. All bids must be time-stamped in by the State Consolidated Agency Purchasing Services Office prior to the stated opening time. Bids stamped later than the due date and time will be considered late. Receipt of a bid by the State mail system does not constitute receipt of a bid by the State Consolidated Agency Purchasing Services Office, for purposes of this request for bids. Request for Bid #AG0750030 Page 7 of 36
  8. 8. Each bid should include the following information on the outside of the package: Vendor's Name and Address: ___________________________ Request for Bids Title: DATCP “No Call” list Request for Bids Number: #AG0750030 Bid Due Date/Time: November 28, 2006 2:00PM CST If the above information is not provided on the outside of the package, the Plan Submitter risks the submitted package(s) may not be date-stamped in and risks the Bid may be misdirected for handling. CALENDAR OF EVENTS: Listed below are important dates and times by which actions related to this Request for Bids (RFB) must be completed. In the event that the State finds it necessary to change any of these dates and times it will do so by issuing a supplement to this RFB. DATE EVENT November 2, 2006 Date of issue of the RFB November 8, 2006, 2:00PM CST Questions due. See section 2.0 November 10, 2006 Estimated date. Post the answer(s) to questions November 28, 2006, 2:00PM CST Bids due FORMAT OF BID: Vendors responding to this RFB must comply with the following format requirements:  Bids should be submitted on 8.5” x 11” paper.  Bids should be bound securely in a binder.  Bids should be organized and presented in the tab sequence noted.  REQUIRED FORMS: The following forms must be completed and submitted with the bid in accordance with the instructions given in this section. Blank forms are attached. a) TAB 1: Signed request for Bid Sheet Form: Bids submitted in response to this RFB must be signed by the person in the vendor's organization who is responsible for the decision as to the prices being offered in the bid or by a person who has been authorized in writing to act as agent for the person responsible for the decision on prices. By submitting a signed bid, the vendor's signatories certify that in connection with this procurement: (a) the vendor's organization or an agent of the vendor's organization has arrived at the prices in its bid without consultation, communication or agreement with any other respondent or with any competitor for the purpose of restricting competition, (b) the prices quoted in the bid have not been knowingly disclosed by the vendor's organization or by any agent of the vendor's organization and will not be knowingly disclosed by same, directly or indirectly, to any other respondent or to any competitor, and (c) no attempt has been made or will be made by the vendor's organization or by any agent of the vendor's organization to induce any other person or firm to submit or not to submit a bid for the purpose of restricting competition. (b) Tab 2: One (1) each of the four (4) signed forms listed below : Vendor Information Data Sheet Vendor Reference Data Sheet Designation of Confidential and Proprietary Information Data Processing and Service Agreement
  9. 9. Vendor Reference Data Sheet: The references listed must be relevant to the product(s) and/or services(s) specified in this RFB. References should be capable of verifying information supplied by the vendor in their bid. One (1) of the references must be a customer of the vendor that has been provided:  Call center services for a minimum of 300,000 calls per year,  ISP and website hosting, and  A database of 500,000 registrants per year for a minimum of 2 years. DATCP reserves the right to contact and/or visit any party listed as a reference, which has previously utilized or is presently utilizing product(s) and/or service(s) identical or similar to those being proposed by the vendor. It may also utilize other sources of information about the product(s) and/or service(s) proposed by the vendor where these sources are publicly available and are equally available for all competing vendors. The vendor should not be present during site visits or contacts. Data Processing and Service Agreement: DATCP requires the Data Processing and Service Agreement be signed and presented with the RFB. After evaluation and successful negotiations with a DATCP will sign the Agreement with the awarded vendor. (c) Tab 3: State of Wisconsin Terms and Conditions and Riders (Attachment C): These standard and supplemental terms and conditions and Riders shall govern this proposal and subsequent award. Vendors must accept these terms and conditions and Riders or submit point-by-point exceptions along with proposed alternative or additional language for each point, including any vendor contracts. Submission of any standard vendor contracts as a substitute for language in the terms and conditions and Riders is not a sufficient response to this requirement and may result in rejection of the vendor's proposal. The State reserves the right to negotiate contractual terms and conditions other than those in the State of Wisconsin Contract when it is in the best interest of the State to do so. (d) Tab 4: Financial Stability Documentation Vendors must be able to substantiate their financial stability. Current financial statements along with additional supporting documentation must be submitted. The Agency may request reports on financial stability from independent financial rating services in order to further substantiate stability. (e) Tab 5: Itemized Bid List Completed and signed Attachment A (f) Tab 6: Mandatory Requirements Completed and signed Attachment B Omission of any of the above forms may be cause for rejection of the bid. MULTIPLE BIDS: Multiple bids from a vendor will be permissible; however each bid must conform fully to the requirements for bid submission. Each such bid must be separately submitted and labeled as Bid #1, Bid #2, etc. on each page included in the response. Alternate acquisition plans do not constitute multiple bids. INCURRING COSTS: The State of Wisconsin is not liable for any cost incurred by a vendor in the process of responding to this RFB. QUESTIONS: Any questions concerning this RFB must be submitted in writing on or before November 8, 2006 2:00PM CST to: Brenda.derge@wisconsin.gov
  10. 10. Vendors are expected to raise any questions, exceptions, or additions they have concerning the RFB document or the attached State of Wisconsin Contract at this point in the RFB process. If a vendor discovers any significant ambiguity, error, conflict, discrepancy, omission, or other deficiency in this RFB, the vendor should immediately notify the above named individual of such error and request modification or clarification of the RFB document. In the event that it becomes necessary to provide additional clarifying data or information, or to revise any part of this RFB, supplements or revisions will be posted on VendorNet. From the date of release of this RFB, until a Letter of Intent is issued, all contacts with State Personnel regarding this RFB shall be made through Brenda Derge or designee within the Department of Administration Consolidated Agency Purchasing Services. Violation of this condition may be considered sufficient cause for rejection of a proposal, irrespective of any other considerations. Each bid shall stipulate that it is predicated upon the terms and conditions of this RFB and any supplements or revisions thereof. NEWS RELEASES: News releases pertaining to the RFB or to the acceptance, rejection, or evaluation of bids shall not be made without the prior written approval of the State. 3.0 BID ACCEPTANCE, EVALUATION AND AWARD: BID OPENING: Bids will be opened on November 28, 2006 at 2:00PM CST, Department of Administration, 101 E. WILSON ST. It is not mandatory to attend the bid opening. BID ACCEPTANCE: Bids which do not comply with instructions may be rejected by the State. Bids unable to comply with specifications contained in this RFB will be rejected by the State. Failure to meet a mandatory requirement of this RFB will disqualify your bid. The State may request reports on a vendor's financial stability and if financial stability is not substantiated may reject a vendor's bid. The State retains the right to accept or reject any or all bids, or accept or reject any part of a bid deemed to be in the best interest of the State. The State shall be the sole judge as to compliance with the instructions contained in this RFB. BID EVALUATION: Bids will be evaluated by the purchasing agent and program manager or designee(s) to verify that the bid will meet all specified requirements in this RFB. This verification may include requesting reports on the vendor's financial stability, conducting demonstrations of the vendor's proposed products(s) and/or service(s), and reviewing results of past awards to the vendor by the State of Wisconsin. Bids from certified Minority Business Enterprises may be provided up to a five percent (5%) bid preference in accordance with Wis. Stats. s. 16.75(3m). Conditions of bid which include the word “must” or “shall” describe a mandatory requirement. Failure to meet a mandatory requirement will disqualify your bid. All specifications are defined as mandatory minimum requirements unless otherwise stated. If no bidder is able to comply with a given specification, condition of bid or provide a specific product on the Itemized Bid List, the State reserves the right to delete that specification, condition of bid or item. NOTIFICATION OF AWARD: The State will notify any vendors who respond to this RFB with a bid in writing of the awarded vendor. Request for Bid #AG0750030 Page 10 of 36
  11. 11. 4.0 GENERAL REQUIREMENTS: 4.1 All requirements in this section are mandatory unless specifically noted “optional.” 4.2 Bidder must note any exceptions to the specifications. 4.3 VENDOR EXPERIENCE/CERTIFICATION: Vendor must have a minimum of two (2) years of experience as a company creating and maintaining a high volume call center, providing Internet service, developing and maintaining an Internet application and database, a database comprised of information comparable to the No Call List, and a file distribution system. The vendor’s references must show an acceptable level of experience with the specific services stated in this RFB. The vendor’s financial statements must show acceptable financial stability. The Agency shall be the sole judge of what is acceptable experience and acceptable financial stability. Financial statements include a balance sheet, income statement, statement of equity, statement of cash flow, and notes to those statements. Statements must be audited or reviewed,no compilations or verified statements. 4.4 REPORTING: The vendor must provide a contract status report at the option of the Agency and at no additional cost. The parameters of this report shall be determined after the contract is awarded. This report must be made available on paper and/or electronic format as determined by the Agency. 4.5 SUBCONTRACTORS: Vendors may use subcontractors but are responsible for the performance of the subcontractor and must meet the same RFB requirements as vendor. The Agency is not in a postion to act as a liaison between vendors. 4.6 STAFF QUALIFICATIONS: The Agency requires that all individuals providing service and support to the Agency have a verifiable history of implementing, servicing, and maintaining the processes and services required in this RFB. Vendor must provide resumes of individuals currently employed by the vendor who will provide the service and support in the following positions for the No Call Project. The same person can be used for multiple positions if that person is qualified in those areas. Position Vendor’s Staffing Project Manager Call Center/Telecommunications Manager Hardware Specialist Application Specialist Operating System Programmer Database Administrator System Analyst/Consulting Services Network Engineer Webmaster Web Content Manager 4.7 DELIVERY: Vendor will deliver products and services to the Department of Agriculture, Trade and Consumer Protection, 2811 Agriculture Drive, Madison WI 53708-6777 as specified in the requirements of this RFB. Delivery must take place at a time acceptable to the Agency. Delivery of all components of this RFB must take place within 30 days from the contract start date. 4.8 INSTALLATION: Installation must be done in a neat, workmanlike manner, according to industry standards. The vendor must clean up and dispose of all debris resulting from their work on a daily basis. The Agency will determine the installation dates and times. The vendor must be willing to install software after normal business hours and on weekends at no additional charge. The Agency may change the installation date anytime prior to ten (10) days from the specified installation date. Vendor is responsible for any damage during installation caused by its employees and/or subcontractors. Vendor must obtain written permission from the Agency before any work involving alteration to a building is begun. Parking of installation staff vehicles must be in compliance with Agency and city rules and regulations. All costs and travel arrangements shall be the responsibility of the vendor. 4.9 SYSTEM ACCEPTANCE: All services systems and software must pass a 5-business-day test period before being accepted by the Agency. Vendor must certify in writing that the each component of the RFB is developed, tested, installed at DATCP as appropriate, and ready for acceptance testing. The Agency will begin testing within thirty (30) days of receipt of notification from the vendor that the components are fully developed, tested and ready for acceptance testing. Request for Bid #AG0750030 Page 11 of 36
  12. 12. 4.9.1 All components must maintain a level of effectiveness of 99.5% for thirty (30) consecutive business days. The Agency will determine if that level of effectiveness has been met. Successful completion of acceptance testing for all components is required before payment of invoice will be authorized. An accurate and acceptable invoice containing required information will be authorized for payment within thirty (30) days of receipt after successful acceptance testing. Acceptance tests must demonstrate the functional compatibility of all components and show that they meet minimum program requirements. 4.10OWNERSHIP: The Agency shall have exclusive ownership of the No Call List as well as all data obtained and source code used in the creation and operation of the No Call List. No secondary use by vendor of any No Call List data and source code is allowed. 4.10.1 All source code for any applications, processes, and reports that are utilized shall be provided to DATCP. In the event source code is not provided as part of this bid, the department requires source code be held in escrow for DATCP at no cost to DATCP. The source code held in escrow will be refreshed twice a year. The sole purpose of escrow is for the protection of DATCP in the event the vendor becomes insolvent, ceases to carry on business, or is otherwise unable to offer support for the proposed solution. 4.10.2 All original written material, data, source code, reports, listings and other documentation both originated and prepared by the vendor shall belong exclusively to the Department of Agriculture, Trade and Consumer Protection. 4.10.3 The Agency shall have unlimited rights to specific computer software developed or generated for the No Call List Program. Unlimited rights means rights to use, duplicate or disclose technical data, in whole or in part, in any manner and for any purpose whatsoever and to have or permit others to do so. 4.10.4 Upon termination or other expiration of the contract, the vendor must return to the other all papers, materials, and other properties of the other held by each for purposes of completing the contract. The vendor will assist in an orderly termination of the contract and the transfer of all aspects, tangible or intangible, as may be necessary for the orderly, nondisruptive business continuation. 5.0 COMPONENT GENERAL REQUIREMENTS: CALL CENTER 5.1 All requirements in this section are mandatory unless specifically noted “optional.” 5.2 Bidder must note any exceptions to the specifications. 5.3 Vendor must have two years experience in creating and maintaining a high volume call center database. The call center must have handled, at minimum, 300,000 calls annually; and 5.4 Created a database from user input information, such as the area code, NXX, number, zip code, date and time of registration. 5.5 The vendor will provide toll free inbound service for Wisconsin based numbers. The vendor must ensure portability of and use the toll-free telephone number currently used for the Wisconsin No Call List , 1-866-966-2255. DATCP will retain the exclusive right of use of this toll-free number. 5.6 The vendor will establish a means for the caller to input the following information: 1) Residential subscriber’s area code, NXX, and land line telephone number; and 2) Five-digit postal zip code for that phone number. The Agency is asking the vendor to provide information and cost estimates for the use of a speech recognition/voice driven system. Information and cost estimates for a voice driven system will not be used to award the contract for this bid unless it is the only proposal submitted by the vendor. 5.7 The system will be designed: 1) Not to accept a “1” prior to the consumer entering area code; 2) Not to accept a registration if the number entered is not a Wisconsin telephone number or Wisconsin zip code; 3) To read back the entered data to the customer; and 4) To allow the customer to re-enter the area code, NXX, line number, and zip code. 5.8 The vendor will time and date stamp each registration at the time of entry. 5.9 Callers must receive an audio welcome recording, confirmation of the phone number and postal zip code entered, an error recording if a non-Wisconsin area code or zip code is entered, and a closing telephone recording. Request for Bid #AG0750030 Page 12 of 36
  13. 13. 5.10 The system will include a professional voice over talent for all recordings. The vendor must provide options for professional voice for recording and agency must be given final approval on the choice of voice over talent used for all recordings. 5.11 The vendor must update the database or allow DATCP to update database tables to accept new Wisconsin based area codes, NXX, and USPS zip codes activated within the State at time of their activation. 5.12 The vendor must provide the name and a toll free contact number of the call center project leader. DATCP must be notified on personnel changes to the project leader position. The Agency reserves the right to refuse personnel changes on the project. 5.13 At all times, the State shall have exclusive ownership of the list and all information obtained in the creation and operation of the No Call list. 5.14 No queue slots are allowed for incoming calls. 5.15 Registering one telephone number will not result in the registration of all telephone numbers associated with the household. Consumers will be required to register each number separately. Consumrs will not be required to perform the registration form a phone that is the number being registered. This is nto necessary since the Agency will only collect the answers and the date/time of registration. No additional phone number identification information will be collected i.e., the name and address will not be collected for consumers registering through the call center. Consumers who change telephone numbers or any “optional information” will be required to re-register. The system will not allow registration information to be updated. The Agency requires that consumers be allowed to make multiple transactions per telephone call but only one telephone number may be added per transaction. 6.0 COMPONENT GENERAL REQUIREMENTS: INTERNET SERVICE PROVIDER/WEB HOSTING 6.1 All requirements in this section are mandatory unless specifically noted “optional.” 6.2 Bidder must note any exceptions to the specifications. 6.3 WEB HOSTING 6.3.1 The vendor will be required to implement, host and provide support for the No Call Internet application and database as delivered to them and described this Request for Bid. 6.3.2 Vendor must provide secured access for one DATCP user account to view web usage statistics via the vendor’s web site. 6.3.3 Vendor must provide secured access for one DATCP user account for FTP functions. 6.4 NO CALL INTERNET APPLICATION AND DATABASE 6.4.1 The vendor shall implement and host the No Call Internet application and database. 6.4.2 The following requirements must be met: 6.4.2.a The vendor shall host the No Call Internet application which will allow web based entry of customer data with real-time updates to the database physically located at the ISP. 6.4.2.b This application shall allow real-time queries to determine whether a record exists on the database. 6.4.2.c The vendor shall provide a toll-free telephone number for users of the web site to call if they are experiencing problems with the website. 6.4.2.d The vendor shall implement the database backup and recovery plan as provided with the database. 6.4.2.e The vendor shall run all import and export processes according to the documentation and schedules provided to them by DATCP. 6.4.2.f The vendor shall provide high-speed database connectivity with a minimum database capacity of 2.5 Gigabytes of data. 6.4.3 WEB ENABLED REPORTING: The vendor shall provide usage reports with a web analysis- reporting tool such as WebTrends. These reports shall be made available via the vendor’s web site. 6.4.4 WEB CONTENT UPDATES: The vendor will be required to process requests from authorized DATCP staff to add and update static content such as PDF documents, Word documents or URL’s which are linked from the No Call home page. The process will be documented with the Request for Bid #AG0750030 Page 13 of 36
  14. 14. Internet application. The vendor shall process such requests to add or update content within 2 business days of receipt. 6.4.5 DATABASE REQUIREMENTS: The vendor will be required to deploy the production No Call database within their network environment. It is the vendor’s responsibility to ensure database availability and integrity, and to see that all processing requirements are met in accordance with predefined schedules. 6.4.6 DATABASE PROCESSES: 6.4.6.a The vendor shall be responsible for all scheduled and on request batch jobs being completed in a timely manner. The database will be designed to have update and insert capabilities in both real time and batch modes. 6.4.6.b The database shall accept real-time updates through the Internet Application via the web. This application will perform both inserts and updates to existing Customer records. 6.4.6.c The database shall run a scheduled automated process to accept a 128-bit encrypted file of telephone numbers and zip codes from the Call Center. The Call Center shall require an FTP user login account and password in order to push this data to the ISP. 6.4.6.d The database shall run a scheduled automated process to create a text file to be retrieved by a DATCP FTP pull. DATCP shall require an FTP user login account and password in order to pull this data from the ISP. 6.4.6.e The database shall run an automated process to accept a 128-bit encrypted file of telephone numbers and zip codes from DATCP. 6.4.6.f The vendor shall provide at least two (2) current customers (not to include DATCP) that contract with the vendor for web hosting services. See Vendor Reference Form. 6.4.6.g These references must be from customers that have contracted with the vendor for at least two (2) years to host a data aware Internet application, and require 24 x 7, 365 days a year web site accessibility. 6.4.6.h The reference account information should be provided in the following format: 1) Customer name 2) Mailing address 3) Contact person 4) Contact phone number 5) Contact e-mail address 6) Description of web hosting services provided 7) Statistics on average number of hits per day/week/month/year 8) URL(s) to the web site(s) the vendor is hosting 9) Date web hosting services started 7.0 COMPONENT GENERAL REQUIREMENTS: INTERNET APPLICATION AND DATABASE 7.1 All requirements in this section are mandatory unless specifically noted “optional.” 7.2 Bidder must note any exceptions to the specifications. 7.3 INTERNET APPLICATION: The vendor will be required to develop, test and implement a database driven web site. This site will include the No Call Internet application and will be hosted by the ISP. Design specifications will be provided by DATCP. The vendor will be responsible for programming the design provided by DATCP. The web site will be a primary resource for the citizens of the State of Wisconsin about the No Call program. The main purpose of the web site will be for a customer to register a residential telephone number into the database so that it will be distributed on the No Call List to telephone solicitors. Additionally, it will allow a customer to determine if their telephone number is on the List, and renew their registration. The web site will also provide pages of informational content and URL’s to other related web sites such as www.datcp.state.wi.us. Request for Bid #AG0750030 Page 14 of 36
  15. 15. 7.4 FUNCTIONAL REQUIREMENTS: 7.4.1 The vendor shall develop all components of the No Call web site. The start-up page will be the No Call home page from which both secured and unsecured users can navigate the web site and will use the following web address (URL): NoCall.Wisconsin.gov (https://nocall.wisconsin.gov/web/home.asp). All pages within the No Call web site shall be designed with minimal graphics as to minimize load time and potential conflict with other State of Wisconsin web sites. The entire web site design will be subject to DATCP approval and will resemble the DATCP website, www.datcp.state.wi.us. DATCP will provide the necessary images. 7.4.2 The home page shall provide access to all other pages including links (URL’s) to static content pages, and links to other web sites. This content will initially be provided to the vendor by DATCP and must be the same as the current No Call website. 7.4.3 The application shall allow an unsecured user (Customer) to query the No Call Customer database for a 10-digit telephone number and 5-digit zip code. (See Figure 1.) Figure 1 7.4.4 The application shall ensure that the user has entered complete and valid information, provide clear error messages as to input field(s) in error, and allow the user the opportunity to correct them. (e.g.,“The zip code entered is not a valid Wisconsin zip code. Please resubmit.”) 7.4.5 The application shall perform the following edit checks: 7.4.5.a Wisconsin Area Code/NXX combination edited against table of valid Area Code/NXX entries 7.4.5.b Wisconsin Zip Code edited against Zip Code table. 7.4.6 If a user enters a phone number/zip code combination that is not registered, the application shall ask the user if they wish to register. If the user replies yes, the application shall display the Update Registration page and allow the user to enter optional information (See Figure 2). When the user presses the Submit button, the application shall insert a Customer row into the database. If any of the optional information is entered, the application shall insert a Customer Optional Information row into the database. 7.4.6.a Required fields: Valid Wisconsin telephone #, Valid Wisconsin Zip Code 7.4.6.b Optional fields: Last Name, First Name, Middle initial, Address lines 1 and 2, City, E-mail address (Figure 2)
  16. 16. Figure 2 7.4.7 In the event the phone number/zip code combination is registered, the application shall inform the user of their expiration date and ask the user if they wish to update their No Call registration. If the user replies yes, the application shall display the Update Registration page and allow the user to enter optional information – it will not be populated for them from the database for privacy reasons. When the user presses the Submit button, the application shall update the Customer row. If any of the optional information is entered, the application shall either insert or update an existing Customer Optional Information row into the database. 7.4.8 In both cases (add or update) the application shall compute the Expiration Date to be saved with the Customer record as the next quarterly cut-off date that is nine (9) quarters from the current date, and the Source of Record = “Web”. 7.4.9 All pages in the web site will have a clearly labeled “Return to Home Page” hypertext link. 7.4.10 The home page will have a “Help About” link that will provide the user with instructions on how to add or update their No Call registration using the web site. 7.4.11 The Internet application shall provide a user id and password by which authorized DATCP staff can gain secured access to reporting functions from the No Call web site. Reports will be defined by the Agency. 7.4.12 The vendor shall provide a means by which authorized DATCP staff can request new and/or updated static content and new and/or updated URL’s be added to the web site. This process must be fully documented and acceptable to the ISP and DATCP. 7.5 TECHNICAL REQUIREMENTS 7.5.1 The Internet application must adhere to State of Wisconsin standards for web development. 7.5.2 The following requirements apply: 7.5.2.a The application shall be fully operational in both Microsoft Internet Explorer version 5.0 and Netscape version 4.5. The home page shall stipulate this requirement and provide links (URL’s) to the appropriate sites to download these browser versions. 7.5.2.b The application shall not require plug-ins (i.e., Java Virtual Machine) that the user is required to download in addition to their browser in order for the application to function properly. 7.5.2.c The application shall be viewable (i.e., no horizontal scrolling) in 800 x 600 screen resolution. 8.0 COMPONENT GENERAL REQUIREMENTS: DATCP MASTER DATABASE 8.1 All requirements in this section are mandatory unless specifically noted “optional.” 8.2 Bidder must note any exceptions to the specifications. Request for Bid #AG0750030 Page 16 of 36
  17. 17. 8.3 Database Update Process: This is the process which File Transfer Protocols (FTP) Customer records from the ISP, check the records for errors, add new records to the database or edit existing records on the database, update error and audit tables, and create audit reports. 8.4 Data Gathering: The system must be able to File Transfer Protocol (via an FTP pull of the file out to the vendor’s site) a file of registered Customers from the ISP every four hours. If applicable WINZIP may be used to compress the files. The database must be able to accept a 128-bit encrypted import text file to update the database. In addition, if the file is zipped, the application must be able to unzip the file. 8.5 Data Checking: This update process will automatically run every four hours based upon a schedule provided by DATCP. The update process and all interfaces to the database must edit and verify the following: 8.5.1 Zip code (Verify that It is a valid Wisconsin zip code). 8.5.2 Telephone Number has 10 digits 8.5.3 The Area Code is filled in and is a valid Wisconsin area code. 8.5.4 The NXX is filled in and is valid within the Area Code. 8.6 The process or application must determine (as best it can since some zip codes cover more than 1 county) the county from the zip code. 8.7 If there are any errors from the above edits, the application must place a record into the CUSTOMER_IMPORT_ERRORS table, placing into the ERROR_DESCRIPTION field, the nature of the problem. 8.8 The application must also be able to re-process the corrected records in the CUSTOMER_IMPORT_ERRORS table. 8.9 When an error occurs in this process, an email shall be sent to the DATCP contact(s) informing them that there was an error. 8.10 Database Update: 8.10.1 If a record already exists for a customer (same telephone number and zip code), all date fields will be updated to reflect the latest registration date. 8.10.2 If there is new data for the customers name, address, city, or email address all of those filed are updated with the new data. If no record exists, the new one is added. 8.10.3 The process must place a record in the CUSTOMER_TABLE_UPDATE_LOG showing the number of records received, saved, and in error. 8.11 CUSTOMER_IMPORT_ERRORS Purge Process: The vendor must provide an application or process by which DATCP staff can purge records from the CUSTOMER_IMPORT_ERRORS table quarterly. This would occur on the 16th of March, June, September, and December. 8.12 Audit Reports: The vendor shall provide an audit report showing records received, records saved to the database, and records in error detailing problems with data. 8.13 Database Purge Process: 8.13.1 The vendor must provide an application or process by which DATCP staff can purge records from the CUSTOMER table according to DATCP Records Disposition Authority (RDA) for the data. 8.13.2 The process must allow DATCP staff to enter a date from which all previous records are deleted. 8.13.3 This process must be run before the next sending of a No Call list to the Telephone Solicitors. 8.13.4 The vendor shall provide an audit report showing the records purged. 8.14 Data Transfer Process: The vendor must provide an application or process by which DATCP staff can transfer all data from the current Wisconsin No Call List database to a new database. 9.0 COMPONENT GENERAL REQUIREMENTS: DISTRIBUTION SYSTEM 9.1 All requirements in this section are mandatory unless specifically noted “optional.” 9.2 Bidder must note any exceptions to the specifications. 9.3 The vendor shall provide the No Call lists to the Telephone Solicitors on a quarterly basis. The data will be provided to Telephone Solicitors on a CDROM, email, or printed report. Telemarketing solicitors are required to be registered by the Agency. The Agency will administer the solicitor registration program. As part of the telephone solicitor registration process, solicitors will be required to pay a registration fee to the Agency. The Agency will provide a list of registered telemarketing solicitors to the vendor. The vendor will then distribute the No Call List to those telephone solicitors identified on the Agency’s list of registered telephone solicitors. 9.4 The Telephone Solicitors will receive a file that has the telephone number as a whole, area code, NXX, number, and zip code. All Telephone Solicitors will receive a list that has separate files or sections for each Request for Bid #AG0750030 Page 17 of 36
  18. 18. telephone area code. All Telephone Solicitors will also receive the Federal Trade Commission National Do Not Call list for each telephone area code. 9.5 The vendor will accept a file (128-bit encrypted) from the ISP that for each Telephone Area Code, has the telephone number as a whole, area code, NXX, number, zip code for Wisconsin Residents who are on the No Call List. 9.6 The vendor will accept a file (128-bit encrypted) from DATCP (via a FTP push of the file out to the vendors site) that has the Telephone Solicitors who are eligible to receive the file (registered and have paid their quarterly fees), their preferred method of delivery, and appropriate delivery information (email address, mail address, number of copies, etc.). 9.7 The vendor will place all of the separate area code files and the National Do Not Call list for each area code on the media for the Telephone Solicitors. 9.8 All files shall have in their name the area code, and date the file was created. 9.9 The vendor will burn (at 4x speed) the appropriate number of compact disks (CD-R’s) with the No Call data. 9.10The CDROM will have a label detailing that it contains State of Wisconsin No Call data, the name of files contained on the CDROM, the date of the files, and a number to contact if there are problems with the media. 9.11The vendor will mail the CDROM No Call files to the Telephone Solicitors who have so requested a CDROM. 9.12The vendor will email the No Call files (in a zipped self-extracting form) to the Telephone Solicitors who have requested to receive their files via email. 9.13The vendor will mail a paper copy of the No Call files to the Telephone Solicitors who have requested a paper copy. 9.14The vendor will send 3 copies of the CDROM to DATCP. 9.15The vendor must record and maintain in a database the date sent, what data was sent, and when the No Call lists were mailed or emailed. 9.16A copy of this database must be sent to DATCP after every mailing. 9.17The vendor will provide the send record to DATCP. 9.18The vendor shall provide a report showing the media sent out, the date and time it was sent, the company it was sent to, and the appropriate contact, email, or postal mail address information. 9.19The No Call List and information obtained through the registration or residential subscribers is not transferable and cannot be resold. Any entity, group or individual receiving the No Call List may not use it for commercial solicitations of any type. 10.0 NO CALL LIST DISTRIBUTION The Do Not Call Lists must be distributed to licensed telemarketing solicitors by the dates specified by DATCP e.g., the 15th day of the month prior to the beginning of the effective quarter. See the following table. Customer Customer will be placed Customer registering on the No Call List List will distributed registration beginning: Through: effective for: to solicitors by: will expire on: Jan 1, 2007 March 10, 2007 April 1, 2007-June 30,2007 March 15, 2007 March 15, 3009 March 16, 2007 June 10, 2007 July 1, 2007-Sept 30, 2007 June 15, 2007 June 15, 2009 June 16, 2007 Sept 10, 2007 Oct 1, 2007-Dec 31, 2007 Sept 15, 2007 Sept 15, 2009 Sept 16, 2007 Dec 10, 2007 Jan 1, 2008-March 31, 2008 Dec 15, 2007 Dec 15, 2009 11.0 SUPPORT AND SECURITY REQUIREMENTS 11.1 All requirements in this section are mandatory unless specifically noted “optional.” 11.2 Bidder must note any exceptions to the specifications. Request for Bid #AG0750030 Page 18 of 36
  19. 19. 11.3 TRAINING: At the Agency’s option, vendor shall provide customized on-site training sufficient for the Agency to install and maintain software, update telephone scripts and perform web content management. Training shall include, but is not limited to, database administration, development, operation, maintenance and management. 11.4 PRESALE SUPPORT: Vendor must provide pre-sale support, at no additional cost, to the Agency. This may include but is not limited to an on-site visit. Any problems and costs resulting from a vendor’s failure to inspect a site before installation shall be the Vendor’s responsibility. 11.5 PROJECT PLAN: At no additional cost, vendor must submit a project plan for the entire project and for each component of the RFB. Vendor shall be responsible for any costs incurred due to an incomplete or erroneous project plan. At a minimum, the plan must have the following information: 11.5.1 Development and/or installation schedule. 11.5.2 Design specifications. 11.5.3 Site preparation specifications. 11.5.4 Implementation specifications. 11.5.5 Training requirements. 11.5.6 Software application development requirements. 11.5.7 Reporting specifications. 11.5.8 The work plan must specifically identify the tasks or steps the vendor intends to undertake to accomplish the requirements outlined in this RFB. Task descriptions are to be the guide in describing the vendor’s technical plan for accomplishing the work. The task descriptions should be very detailed in order to afford the agency a thorough understanding of the work plan. Vendors are cautioned that their bid may be rejected if their work plan does not include specific statements as to how each of the task descriptions will be accomplished. 11.6 DOCUMENTATION AND OPERATING MANUALS: Vendor shall provide, at the Agency’s request and at no additional charge, three (3) copies and an electronic version of each piece of documentation and/or operating manuals for operating systems of each component. Updated, revised, or replacement manuals published by the Vendor or manufacturer must be provided free of charge. Vendor agrees that the Agency may make such additional copies of documentation as are needed for use by the Agency. 11.7 ON-SITE EXPERT: For new installation, upgrades, enhancements, and new application development, the Agency requires that the Vendor be prepared to provide, at the Agency’s discretion, an experienced system integrator or application programmer to be on-site during system installation, integration testing, acceptance testing, and the first week of implementation for each component of the RFB. 11.8 SOFTWARE FIXES/UPGRADES: Vendor must provide fixes, enhancements, and upgrades at no additional charge and in accordance with the Software Rider for a period of not less than twelve (12) months, program fixes for errors to the system would not be considered enhancements, but would be considered within the scope of the project and would be provided by the vendor at not cost during that period. 11.9 PROJECT MANAGEMENT: The Agency requires the vendor to designate a project manager to be responsible for the entire No Call List project. The vendor must provide the name, address and toll-free number for the project manager. The vendor must also provide the project leader for each component of the project (Appendices B – F). The vendor must also provide an organizational chart showing names, relationships and telephone numbers of each individual involved in all components of the No Call project, including subcontractors. The Agency must be notified of any personnel changes in which individuals assigned to work on this project are relieved of their responsibilities. The Agency reserves the right to refuse personnel changes on the project. 11.10 ACCOUNT MANAGEMENT: The Agency requires the vendor to designate an account manager as a single point of contact to provide on-going communication to the Agency, coordinate servicing, answer questions and resolve service/billing problems. 11.11 DISASTER RECOVERY: The vendor must provide a disaster recovery plan for each component of the RFB. The disaster recovery plan shall include, but not be limited to, daily data backup and off-site storage in a secure, fireproof environment for a minimum of 30 days. The vendor must provide as part of its response to this RFB, its own internal disaster recovery plan as related to each component of the RFB. The entire disaster recovery plan for all components of the plan shall be subject to approval by the Agency. Request for Bid #AG0750030 Page 19 of 36
  20. 20. 12.0 COMPONENT SUPPORT REQUIREMENTS: CALL CENTER 12.1 All requirements in this section are mandatory unless specifically noted “optional.” 12.2 Bidder must note any exceptions to the specifications. 12.3 The vendor must provide a backup call center to route customer registration calls to in the event the main call center is down for more than one (1) hour. 12.4 The vendor must take all reasonable and necessary steps and measures to ensure the integrity and security of the list. 12.5 The vendor shall develop and implement a disaster recovery plan, which shall be subject to approval by the State. The disaster recovery plan shall include, but is not limited to, the daily backup of the list, to be stored offsite in a secure and fireproof environment for 30 days. 13.0 COMPONENT SUPPORT REQUIREMENTS: INTERNET SERVICE PROVIDER/WEB HOSTING 13.1 All requirements in this section are mandatory unless specifically noted “optional.” 13.2 Bidder must note any exceptions to the specifications. 13.3 Security 13.3.1 The vendor must take every precaution necessary to ensure the protection and integrity of data and applications. The vendor will be expected to provide evidence of following minimum-security measures. 13.3.2 The vendor shall have secured and limited access to server rooms. 13.3.3 The vendor shall have environmental controls in place to control temperature and humidity. 13.3.4 The vendor shall ensure protection against fire and flood with sensors and alarms. 13.3.5 The vendor shall be capable of providing emergency electrical power by means of an uninterruptable power supply (UPS) and/or back-up generator. 13.3.6 The vendor shall have appropriate technologies in place on the network such as firewalls, Anti-virus software, Intrusion detection and monitoring software. 13.3.7 The vendor shall provide transaction security in the form of Secure Sockets Layer (SSL) over the Internet and 128-byte encryption for any data transferred outside the firewall. 13.3.8 The vendor must provide off-site storage of data. 13.4 Backup & Disaster Recovery 13.4.1 The vendor shall provide connection to a backup Internet provider for the No Call web site to ensure restoration of web site availability within one (1) hour in the event of system failure. 13.4.2 The vendor shall implement the backup/disaster recovery plan. This plan shall be subject to approval by DATCP. The vendor shall be solely responsible for a fully synchronized recovery of data in the event of loss. 14.0 COMPONENT SUPPORT REQUIREMENTS: INTERNET APPLICATION AND DATABASE 14.1 All requirements in this section are mandatory unless specifically noted “optional.” 14.2 Bidder must note any exceptions to the specifications. 14.3 The vendor must take all reasonable and necessary steps and measures to ensure the integrity and security of the database and to prevent unauthorized access to database information. The vendor shall develop a security plan subject to DATCP approval, detailing provisions for web server/data store server security, application level security, and password level security. 14.4 Backup & Disaster Recovery: The vendor will propose a disaster recovery plan, subject to approval by DATCP. The disaster recovery plan shall include, but is not limited to, the daily backup of the databases, to be stored offsite in a secure and fireproof environment. 14.4.1 The vendor will develop a test plan and documented procedures for the emergency recovery of data and thoroughly test this within the target environment at the ISP. 14.4.2 The vendor shall utilize transaction level auditing and rollback/recovery to ensure internal transaction integrity. 15.0 COMPONENT SUPPORT REQUIREMENTS: DATCP MASTER DATABASE Request for Bid #AG0750030 Page 20 of 36
  21. 21. 15.1 All requirements in this section are mandatory unless specifically noted “optional.” 15.2 Bidder must note any exceptions to the specifications. 15.3 Database Security 15.3.1 The vendor must comply with DATCP’s security policy and security agreement. (See ATTACHMENT D). 15.3.2 The vendor must take all reasonable and necessary steps and measures to ensure the integrity and security of the database and to prevent unauthorized access to database information. Such measures shall include but shall not be limited to: web server/data store server security, application level security, and NT integrated security. 15.4 Database Backup and Recovery: The vendor shall develop a disaster recovery plan, which plan shall be subject to approval by DATCP. The disaster recovery plan shall include, but is not limited to, the daily backup of the databases, and restoration of the database. 16.0 PERFORMANCE REQUIREMENTS – GENERAL 16.1 All requirements in this section are mandatory unless specifically noted “optional.” 16.2 Bidder must note any exceptions to the specifications. 16.3 PROBLEM NOTIFICATION AND RESOLUTION PROCEDURES For purposes of this agreement there are two (2) types of system failures: 16.3.1 Major Failure: Any failure concerning, but limited to power supply, processor, memory, system degradation or anything that impairs the Agency from delivering its intended service. 16.3.2 Minor Failure: Any failure that does not impair the Agency from delivering its intended service. The Agency shall be the sole judge of whether a problem is a major or minor failure. The vendor must provide maintenance of all components of the RFB with the following requirements: 16.4 Vendor shall provide a toll-free number, available 24x7x365, which the Agency can use to notify the vendor that a problem exists. 16.5 Vendor shall respond with a telephone call back to the Agency within 30 minutes of receiving the notification of a problem. Vendor notification must be acknowledged by the Agency according to specifications identified by the Agency. 16.6 Vendor shall be actively addressing the problem within 1 hour of notification of a problem. 16.7 For problems that cannot be resolved by remote access, vendor shall provide within 4 hours and at the location of the problem, all personnel and equipment necessary to resolve problems that have been identified by the Agency as a major failure. 16.8 For problems that cannot be resolved by remote access, vendor shall provide within 24 hours, or by 8:00 a.m. of the next business day, and at the location of the problem, all personnel and equipment necessary to resolve problems that have been identified by the Agency as a minor failure. 16.9 Vendor shall provide all maintenance, changes, and upgrades to all equipment, including software, required to keep the system operating at 99.5% acceptance level. 16.10 Vendor must agree that the Agency is not responsible for any cost or services related to vendor maintenance of equipment. 16.11 Vendor must agree that reported problems will automatically be escalated after two (2) or fewer hours, and again after four (4) or less hours. Vendor also must agree to escalate the problem at any time upon request of the Agency. 17.0 COMPONENT PERFORMANCE REQUIREMENTS: CALL CENTER 17.1 All requirements in this section are mandatory unless specifically noted “optional.” 17.2 Bidder must note any exceptions to the specifications. 17.3 The vendor is required to accept registrations 24 hours a day, 7 days a week, 365 days a year from Wisconsin residents. 17.4 From these registrations, the vendor will create a database of residential customers. The database will include the customer’s residential landline telephone number (area code, NXX, number), zip code, and date/time of registration. 17.5 A separate registration must be made for each residential telephone number included on the list. 17.6 The vendor must limit registrations to only Wisconsin based phone numbers and Wisconsin zip codes. Request for Bid #AG0750030 Page 21 of 36
  22. 22. 17.7 Service provided must be capable of processing, at a minimum, 500 calls per hour during the hours of 6:00 a.m. CST through 10:00 p.m. CST with a P.01 grade of service during peak demand times. 17.8 The vendor shall be responsible for transferring the No Call List file (area code, NXX, land line number, zip code, date and time of registration) to the ISP No Call Customer Database in a format that is acceptable to both parties. The data is to be sent every four (4) hours daily. 17.9 The vendor must ensure completeness and accuracy of downloaded data to the ISP database. 17.10 The vendor must successfully test the system online within 30 days of bid being accepted, contingent on receipt of all necessary documentation from DATCP. 17.11 The vendor shall retain the list for a period of thirty (30) days from date of receipt and shall not destroy these records until the successful acknowledgement of the transfer and receipt of the information has been received from DATCP. 17.12The quality of service. The quality of service provided by the vendor shall be as follows: 17.12.1 No more than one (1) call in 100 shall receive a busy signal when calling the toll-free access number established by the vendor. 17.12.2 Within 60 days of the Bid being accepted, the No Call list registration system will be fully functional and shall not be “down” for over 30 consecutive minutes. 17.12.3 The vendor shall report major service problems to DATCP Contract Administrator within one (1) hour of the onset of such problems during normal business hours or by 8 a.m. the next business day. 18.0 COMPONENT PERFORMANCE REQUIREMENTS: INTERNET SERVICE PROVIDER/WEB HOSTING 18.1 All requirements in this section are mandatory unless specifically noted “optional.” 18.2 Bidder must note any exceptions to the specifications. 18.3 Performance Requirements: The No Call program is expected to generate a large volume of traffic after it is initially announced. The No Call web site must be capable of handling a high transaction load with a low level of unavailability. 18.4Availability and Volume Requirements: 18.4.1 The vendor shall provide 24 hour, 7 day, 365 days a year web site availability. 18.4.2 The vendor shall maintain 99% up time for the web site (no more than 7.2 hours down time per month). 18.4.3 The vendor shall be capable of restoring web site availability within a one-(1) hour window in the event of system failure. 18.4.4 The vendor shall have the ability to process volume requests of 300 requests per minute through the DATCP No Call web site. 18.4.5 The web site shall have a successful hit rate of 99% (no more than 1 in 100 unsuccessful attempts to access the web site). 18.5Problem Recording and Resolution: 18.5.1 The vendor shall provide a toll free number for problem reporting. 18.5.2 The vendor shall log all problems in a central database and track the history of the problem as it moves through various stages of resolution. 18.5.3 The vendor shall retain problem management responsibility until web availability is restored. 18.5.4 The vendor shall follow up and/or escalate problems reported to other carriers or vendors. 18.6 Problem Diagnosis, Escalation and Notification: 18.6.1 The vendor shall have an established procedure for problem diagnosis and escalation that is acceptable to DATCP. 18.6.2 The vendor shall notify appropriate Agency contact person (as designated by DATCP) within thirty-(30) minutes as to any problem affecting the availability of the No Call web site. 18.6.3 Problem resolution update must be provided every two-(2) hour to the designated Agency contact person. 18.7 Agency Access to Status Information: 18.7.1 Vendor must provide the capability to allow authorized Agency staff to display operational status of the web server, the network and its interfaces to allow for agency first level troubleshooting. 18.7.2 Read only access to the performance information shall be available. 18.7.3 The vendor shall implement appropriate security measures when providing this access. Request for Bid #AG0750030 Page 22 of 36

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