Category 28 - Custom Contact Center Services Statement of Work Technical Requirements

INVITATION FOR BID

IFB C4DNCS19

Data Networks and Communications Services

CATEGORY 28 – CUSTOM CONTACT

CENTER SERVICES

Verizon Business Services

Statement of Work

TECHNICAL & BUSINESS REQUIREMENTS

10/27/2020

BAFO

Issued by:

STATE OF CALIFORNIA

California Department of Technology Statewide

Procurement

PO Box 1810

Rancho Cordova, CA 95741

Disclaimer: The original PDF version and any subsequent addendums of the IFB

released by the Procurement Official of this Bid remain the official version. In the

event of any inconsistency between the Bidder’s versions, articles, attachments,

specifications or provisions which constitute the Contract, the official State

version of the IFB in its entirety shall take precedence.

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

AMENDMENT LOG

Amendment # Date Amendment Description

7 06/15/21 Header – Inserted

Section 28.4 Modified eVAQ Section

Reference

Table 28.4.b Modified Language

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Table of Contents

28.1 OVERVIEW ............................................................................ 4

28.1.1 Bidder Response Requirements .................................................................... 4

28.1.2 Contractor Reference – Single Engagement Limitations ........................... 5

28.2 BUSINESS REQUIREMENTS .................................................... 5

28.2.1 CALNET Program Requirements .................................................................... 5

28.2.1.1 Contractor Responsibilities ...................................................................... 5

28.2.1.2 General Business Requirements .............................................................. 6

28.2.2 Data Management and Standardization.................................................... 6

28.2.2.1 Customer Naming Conventions ............................................................. 7

28.2.2.2 CALNET Data Guidelines ......................................................................... 7

28.3 BILLING AND INVOICING .................................................... 7

28.3.1 Billing and Invoicing Requirements ............................................................... 7

28.3.2 State Associated Administrative Fee ............................................................ 8

28.4 CUSTOMIZED CONTACT CENTER CONSULTING SERVICES9

28.4.1 Planning and Migration ................................................................................. 9

28.4.2 Execution and Implementation .................................................................... 9

28.4.3 Specialized Training ...................................................................................... 10

28.4.4 Operational and Process Improvement .................................................... 10

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

TECHNICAL & BUSINESS REQUIREMENTS

CATEGORY 28 – Custom Contact Center Services

28.1 OVERVIEW

This Category 28 IFB C4DNCS19 (IFB) provides the State’s solicitation for solutions

for Custom Contact Center services. This IFB also describes the technical and

business requirements necessary to support the CALNET program requirements.

The Contractor shall obtain from the Customer a Scope of Work that describes

the specific activities, deliverables, and milestones to be completed by the

Contractor as part of the Customized Contact Center solution implementation,

transition, maintenance and operations. It is the Contractor's responsibility to

work with the Customer to develop the Scope of Work, by performing an

assessment of the environment to identify all required components and tasks

needed for implementation of the contact center solution.

This IFB will be awarded to Bidders that meet the award criteria as described in

IFB C4DNCS19 Part 1, Bid Evaluation. The CALNET Data Networks and

Communications (DNCS) Contract(s) that result from the award of this IFB will be

managed by the CALNET Contractor Management Organization (CALNET

CMO). The Scope of Work, implementation and deliverable acceptance shall

be defined and managed directly by the Customer.

28.1.1 Bidder Response Requirements

Throughout this IFB, Bidders are required to acknowledge acceptance of the

requirements described herein by responding to one of the following:

1. Example A (for responses that require confirmation that the Bidder

understands and accepts the requirement):

“Bidder understands this requirement and shall meet or exceed it? Choose an

item.”

Or,

2. Example B (for responses contained in Technical Feature and/or

Service Tables):

Line

Item

Feature

Name

Feature

Description

Bidder’s Product

Description, Restrictions

and Limitations

Bidder’s

Product

Identifier

Bidder Meets

or Exceeds?

Yes or No.

1 Choose an

item.

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

28.1.2 Contractor Reference – Single Engagement Limitations

Contractors shall provide qualifying references in Part 1 Exhibits, Exhibit 4.1

Corporate Experience Summary and References. Contractors with references

less than $1.5 million for a single engagement (as defined in Part 1 Exhibits,

Exhibit 4.1) will be limited to engagements (single order) under $1.5 million.

Each Contractor’s single engagement limitations will be published in the

CALNET Customer User Instructions and where deemed appropriate by the

CALNET Contract Management Office (CMO).

Bidder understands the Requirement and shall meet or exceed it? Yes

28.2 BUSINESS REQUIREMENTS

28.2.1 CALNET Program Requirements

28.2.1.1 Contractor Responsibilities

The Contractor shall:

1. Comply with the Requirements defined in this IFB.

2. Accept full responsibility for all Contract Requirements. This

responsibility includes the conduct of the Contractor, their

Subcontractors and Affiliates, in complying with the terms and

conditions of the Contract.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The Contractor shall only invoice for services performed in

accordance with the feature ID’s of this Contract. Costs for travel

and expenses shall be the sole responsibility of the Contractor and

shall not be billed to the Customer.

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The Contractor shall be responsible for the coordination and

processing of all acquisitions for Services provided by

Subcontractors and Affiliates.

Bidder understands the Requirement and shall meet or exceed it? Yes

5. The Contractor shall be responsible for resolving any problems with

Category 27 services that have been modified as part of a

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

customized consulting services scope of work obtained from the

Customer.

Bidder understands the Requirement and shall meet or exceed it? Yes

6. The Contractor shall assign a Contractor Program Manager (CPM)

that will be available to the State throughout the Contract Term.

Bidder understands the Requirement and shall meet or exceed it? Yes

28.2.1.2 General Business Requirements

The Contractor shall:

1. Notify the CALNET CMO in writing within 24 hours of the Contractor’s

receipt of the first complete Service Request for CALNET DNCS

Services.

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Provide technical and business resources to Customers for

information on pricing, features, and feature

interactions/restrictions. The Contractor’s staff shall be available by

telephone to participate in meetings to answer questions about

contracted Services.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Projects can be performed on a Fixed Price Per Deliverable

(FP/D). Fixed Price; FP/D: A defined service, or set of services,

performed by the Contractor in response to a defined task, or set of

tasks, at a specific fixed price, and delivered per a specific

schedule. Note: When using FP/D the Scope of Work must describe

in detail the particular project and the work that the selected

qualified Contractor will be required to perform.

Bidder understands the Requirement and shall meet or exceed it? Yes

28.2.2 Data Management and Standardization

The purpose of this section is to standardize data throughout the CALNET

DNCS Contract and define the rules for referencing and reporting on the

data. The Contractor shall be required to utilize the State prescribed data

standards as defined in this section. In defining the data criteria, the State

seeks to establish a level of accuracy, consistency, reliability and

completeness in CALNET DNCS data. The Contractor shall comply with the

State Data Management and Standardization Requirements.

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Bidder understands the Requirement and shall meet or exceed it? Yes

28.2.2.1 Customer Naming Conventions

The Contractors shall use the most current version of the State maintained

list of CALNET Customer Names and Customer Codes provided in the Data

Guidelines, (SOW Appendix C). The Customer Names and Customer Codes

shall be used on all Service Provisioning documentation, tools, reports, or as

directed by the CALNET Program.

Bidder understands the Requirement and shall meet or exceed it? Yes

The CALNET Program will notify the Contractor when updates are made to

the Customer Names and Customer Codes, the Contractor shall implement

the changes within 30 calendar days of the CALNET Program notification.

Bidder understands the Requirement and shall meet or exceed it? Yes

28.2.2.2 CALNET Data Guidelines

The Contractor shall utilize the prescribed data standards, formats and

guidelines presented and defined in the CALNET Data Guidelines, (SOW

Appendix C) when providing reports.

Bidder understands the Requirement and shall meet or exceed it? Yes

The CALNET CMO reserves the right to make modifications or additions to

the CALNET Data Guidelines to accommodate the State’s reporting needs.

Modifications to the CALNET Data Guidelines will be provided no more than

twice during the term of the Contract.

Bidder understands the Requirement and shall meet or exceed it? Yes

28.3 BILLING AND INVOICING

28.3.1 Billing and Invoicing Requirements

The Contractor’s invoices shall reference the Contract number and provide a

breakdown and explanation of all charges as specified throughout this

section. Payments to the Contractor will only be issued for receipt of valid and

approved invoices.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Contractor shall provide a unique Product Identifier for each Service and

Feature Name to appear on Customer invoices.

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Bidder understands the Requirement and shall meet or exceed it? Yes

The Contractor shall integrate Affiliate’s and Subcontractor’s billing data into

the Contractor’s consolidated Billing and Invoicing application, creating one

inclusive invoice to the Customer.

Bidder understands the Requirement and shall meet or exceed it? Yes

28.3.2 State Associated Administrative Fee

The Contractor shall, on behalf of the CALNET Contract, bill and collect the

State Associated Administrative Fee (SAAF) from Customers on a monthly

basis throughout the life of the Contract excluding taxes and freight. The total

SAAF collected for each month shall be remitted to the California

Department of Technology no later than the 30th Business day of the

following month. Prices shall reflect State Contract pricing, including any and

all applicable discounts, and shall include no other add-on fees.

1. The Contractor shall apply the SAAF Fee rate to all of the

Contractor’s Services as a surcharge that shall appear on

Customers invoice in the itemized taxes, fees and surcharges

section.

Bidder understands the Requirement and shall meet or exceed it? Yes

2. The Administrative Fee shall be identified as SAAF.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The Contractor shall calculate SAAF from the Contractor’s Catalog

A pricing. Service taxes, fees, surcharges, and surcredits shall not be

imposed in the SAAF.

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The SAAF rate may change during the period of performance of this

Contract.

Bidder understands the Requirement and shall meet or exceed it? Yes

5. The CALNET CMO will provide the Contractor with notice of any

changes to the SAAF rate at least 30 days prior to the effective date

of the new rate.

Bidder understands the Requirement and shall meet or exceed it? Yes

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

6. The Contractor shall remit an Electronic Fund Transfer (EFT) as

payment to the California Department of Technology based on the

SAAF billed to Customers.

Additional SAAF instructions will be provided by the CALNET CMO within 30

calendar days of Contract Award, which include the SAAF rate and what

Services or charges it may apply to.

28.4 CUSTOMIZED CONTACT CENTER CONSULTING SERVICES

Customized consulting services shall only be sold and implemented in

conjunction with the services or features listed in Category 27: Standard Contact

Center Services.

These Services are for Custom Contact Center development that exceed the

basic elements necessary to configure an instance of working Services in

Category 27 as defined by General Provisions - eVAQ, Section 76 - Service Costs.

Bidder understands this requirement and shall meet or exceed it? Yes

28.4.1 Planning and Migration

The Contractor shall provide consulting services for customizations that involve

planning services at an hourly rate. These services may include:

1. Assessing the current environment and existing contact center

technology in order to develop a vision and roadmap to meet

business needs;

2. Developing and defining business requirements and high-level

designs to support traditional (voice, fax, IVR, web) and emerging

(chat, social media, mobile applications, etc.) contact center

channels;

3. Developing appropriate metrics strategy, including key performance

indicators (KPIs);

4. Developing executable operations and technology plans for

business continuity/disaster recovery planning;

5. Assistance with Customer with number porting, site surveys, site

audits, inventory, and records management.

Bidder understands this requirement and shall meet or exceed it? Yes

28.4.2 Execution and Implementation

The Contractor shall provide consulting services for customizations that involve

implementation services at an hourly rate. These services may include:

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

1. Designing new contact centers, multisite contact centers and

redesigning existing contact centers;

2. Providing project management and/or subject matter expertise to

implement contact center solution, make changes to existing ones,

and transitions to new service models;

3. Designing routing strategies or addressing other specific technology

needs to optimize business operations and technology use;

4. Establishing testing, monitoring and trouble reporting and resolution

protocols to achieve or maintain stability and reliability;

5. Establishing processes that meet business objectives while optimizing

the use of people and technology;

6. Designing or redesigning the contact center to optimize existing

operations or address business and technology changes;

7. Cutover services including historical workforce management (WFM)

data conversion/importing, live production cutover from legacy

systems to new contact center services.

Bidder understands this requirement and shall meet or exceed it? Yes

28.4.3 Specialized Training

The Contractor shall provide consulting services for specialized training at an

hourly rate. These services may include:

1. Developing and delivering training in contact center technology for

contact center agents, supervisors and system administrators that

exceeds the training requirements for services provided with

Category 27 Standard Contact Center Services;

2. Developing and delivering training in quality management and

workforce management to supervisors and system administrators

that exceeds the training requirements for services provided with

Category 27 Standard Contact Center Services.

Bidder understands this requirement and shall meet or exceed it? Yes

28.4.4 Operational and Process Improvement

The Contractor shall provide consulting services for process improvements

and optimization at an hourly rate. These services may include:

1. Process optimization using best practice standards to increase

performance in coaching, quality, workforce management,

reporting, self-service, customer experience and business continuity;

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

2. Assessing current performance and identifying targets for

improvements;

3. Conducting benchmark reviews to assess operation or key processes

compared to best practices.

Bidder understands this requirement and shall meet or exceed it? Yes

Table 28.4.a Customized Contact Center Consulting Services

Line

Item

Feature Name Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder

Meets or

Exceeds?

Yes or No.

1 Planning and

Migration

Consulting

services as

described in

28.4.1, per

hour

CPLM0000 Yes

2 Execution and

Implementation

Consulting

services as

described in

28.4.2, per

hour

CPLE0000 Yes

3 Specialized

Training

Consulting

services as

described in

28.4.3, per

hour

CCTN0000 Yes

4 Operational

and Process

Improvement

Consulting

services as

described in

28.4.4, per

hour

CNSO0000 Yes

The Contractor may offer additional Unsolicited Hourly Consulting Services

in Table 28.4.b

Table 28.4.b Unsolicited Hourly Consulting Services

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

1 Senior Digital

Customer

TPPH0000 A Senior Digital Customer Experience

(DCX) Specialist will provide consulting

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Experience

(DCX)

Specialist

services that include the basic planning

and migration skills in 28.4.1, planning

and migration as well as the additional

skills and capabilities listed below.

Resources provided for this level of

expertise must have attained accredited

certifications directly related to delivering

digital experience solutions. These

services to include:

- A Certification Customer Experience

Professional (CCXP) team member for

your project. This higher level of

certification is for those projects that

need additional certified expertise

required to complete these advanced

tasks.

- Verizon will provide equivalent Sr. level

resources as these Digital Customer

Experience Certifications continue to

evolve within the Contact Center space.

- As the market evolves, the integration

projects will likely require levels of

certification to conduct certain types of

programming that will simultaneously

impact Verizon provided solutions and

third party vendors, such as CRM

provider, solutions.

- Sr. level experience required to provide

design components around content

management, delivery and digital

transformation.

- Sr. level experience required to Create

content for Six Sigma, ITIL or Design

Thinking Workshops for framework around

the evolving customer contact center

experience.

2 Senior

Contact

Center

Identity

TATU0000 A Senior Contact Center Identity

Management Security Specialist

(CCIMSS) will provide consulting services

that include the basic planning and

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Managemen

t Security

Specialist

(CCIMSS)

migration skills in addition to the

advanced consulting required to

develop the interface Custom Identity

Management Applications. These

activities may include platform

integration to Genesys, MS Speech

Server and Nuance. Supported

databases may include MS SQL Server,

Oracle DB, Oracle Internet Directory and

IBM Tivoli Directory Server with DB2 and

MS Active Directory and MS ADAM.

CCIMSS will also be responsible for

ensuring that information systems used in

supporting task requirements comply

with initial and ongoing information

systems security requirements, in

accordance with FIPS Publication 200,

Minimum Security Requirements of

Federal Information Systems. This includes

preparing all required documentation for

the compliance process, including a

security plan, risk assessments,

contingency and contingency test plans,

a configuration management plan,

system test and evaluation reports,

security certifications, and an

accreditation package.

3 Senior AI/ML

Engineer

GRGZ0000 Senior AI/ML Engineer will provide AI

and/or Machine Learning (ML)

development (e.g. Chat, AI with agents

and customers) services. Senior AI/ML

experience includes:

- working with Cloud Providers (i.e.)

Azure, GCP, AWS;

- working with Structured and

Unstructured Data (i.e. MongoDB, SQL,

NoSQL, Hadoop); with Integrated

Development Environments (IDE’s: i.e.

XCode, Android Studio, Visual Studio);

with languages (i.e. Python, Go,

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Angular/Node.js and other JavaScript,

Java, C Sharp (C#);

- working with multi-platform OS support

development (i.e. Linux, Windows,

Android, iOS, OSX); in one or more of the

following roles; Data Analytics, Data

Scientist, Natural Language Engineer,

Natural Language Processing Developer,

and AI/ML Developer, Mathematician.

Additional activities include developing

actionable plans for customer user

story/outcomes; Understanding of

release cycles and DevOps for

Continuous Integration (CI) and

Continuous Delivery (CD); Support

Customer with test, development, User

Acceptance Testing (UAT), and

implementation; Awareness of Software

Development Lifecycle.

4 Professional

Voice

Recording

VCRD0000 Professional Voice Recording

enhancement allows the development

and recording of IVR scripts using

professional voice talent.

5 Basic

Support

MMPR0000 Verizon provides additional support

options above the standard Contact

Center support included with the service.

Basic Support provides customer

assistance for advance support to

include the following:

-Priority call routing and priority case

handling by senior resources - up to 5

customer resources authorized to work

with Verizon Services, and receive

notifications to distribute to the

organization

-Designated Technical Account

Manager (TAM) provides guidance,

advocacy, best practice sharing and

assistance in achieving business

objectives

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

-TAMs are available M-F during normal

business hours for your primary time zone

-Designated Support Engineering Service

-3 On-Demand hours provides a service

for immediate quick-hit help from a

Verizon Implementer on any

configuration requirements

-Live webinars and University e-learning

courses

6 Essentials

Support

MPRP0000 Essentials Support provides customer

assistance for advance support to

include the following:

-Priority call routing and priority case

handling by senior resources - up to 7

customer resources authorized to work

with Verizon Services, and receive

notifications to distribute to the

organization

-Designated Technical Account

Manager (TAM) provides guidance,

advocacy, best practice sharing and

assistance in achieving business

objectives

-TAMs are available M-F during normal

business hours for your primary time zone

-Designated Support Engineering Service

-1 Optimization Sessions annually

-5 On-Demand hours provides a service

for immediate quick-hit help from a

Verizon Implementer on any

configuration requirements

-1 hour of project-based professional

services per month

-Live webinars and University e-learning

courses

-2 complimentary Interactions

Conference registrations

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

7 Choice

Support

MSCE0000 Choice Support provides customer

assistance for advance support to

include the following:

-Priority call routing and priority case

handling by senior resources - up to 10

customer resources authorized to work

with Verizon Services, and receive

notifications to distribute to the

organization

-Designated Technical Account

Manager (TAM) provides guidance,

advocacy, best practice sharing and

assistance in achieving business

objectives

-TAMs are available M-F during normal

business hours for your primary time zone

-Designated Support Engineering Service

-1 Executive Sponsor Engagement

annually

-Up to 2 Optimization Sessions annually

-7 On-Demand hours provides a service

for immediate quick-hit help from a

Verizon Implementer on any

configuration requirements

-3 hours of project-based professional

services per month

-Live webinars and University e-learning

courses

-3 complementary Interactions

Conference registrations

8 Elite Support MSCP0000 Elite Support provides customer

assistance for advance support to

include the following:

-Priority call routing and priority case

handling by senior resources - up to 12

customer resources authorized to work

with Verizon Services, and receive

notifications to distribute to the

organization

Verizon Business Services

State of California C4-DNCS-19-001-28, Am 7

Department of Technology Category 28 – Technical & Business Requirements

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

-Designated Technical Account

Manager (TAM) provides guidance,

advocacy, best practice sharing and

assistance in achieving business

objectives

-TAMs are available M-F during normal

business hours for your primary time zone

-Designated Support Engineering Service

-Up to 2 Executive Sponsor Engagements

annually

-Up to 4 Optimization Sessions annually

-10 On-Demand hours provides a service

for immediate quick-hit help from a

Verizon Implementer on any

configuration requirements

-5 hours of project-based professional

services per month

-Live webinars and University e-learning

courses

-4 complementary Interactions

Conference registrations

9 Custom Help

Desk Services

NBHD0000 Custom Help Desk Services

enhancement provides for development

of customized help desk services and

ongoing support associated with

Contact Center applications,

deployment and ongoing operation.