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P25000038 Centralized Call Center Development and Refinement

General Information
Solicitation Number
P25000038version:    03
Status
Awarded
Department
Commerce & Consumer Affairs
Division
Administrative
Islands (where the work/delivery is to be performed)
Hawaii, Oahu, Kauai
Category
Goods and Services
Release Date
07/08/2024
Amendment Date
08/14/2024
Offer Due Date & Time
08/19/2024 04:00 PM
Description
The Department of Commerce and Consumer Affairs wishes to enter into a contract for continued efforts to develop and establish a centralized call center and utilize artificial intelligence (AI) technology with knowledge-based content to enhance customer experience and interactions with the department. The solicitation includes annual maintenance that is at DCCA’s option to renew and that all costs include all fees and taxes.
Contact Person
Castillo, Rhoda
Email
rzcastil@dcca.hawaii.gov
Phone
808-587-6808
General Comments
Second Amendment of BAFO and Award dates on RFP. New Offer Due Date/Time for this solicitation applies to BAFO only.
Procurement Officer
Dean I Hazama
Attachments
Centralized Call Center Development and Refinement RFP.pdf
Centralized Call Center Development and Refinement QandA.pdf
Amended Centralized Call Center Development and Refinement RFP.pdf
Second Amended Centralized Call Center Development and Refinement RFP.pdf
103D-1 General Conditions.pdf

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Direct all questions regarding this Solicitation, and any questions or Issues relating to the accessibility of this Solicitation (Including the appendices and exhibits to this Document, and any other document related to this Solicitation), to: Castillo, Rhoda.

P25000038 Centralized Call Center Development and Refinement

Line Items
#
Title
Quantity
Unit of Measure
Commodity Code
 

1
Centralized Call Center Development and Refinement
1
LOT
561421, 561421, 561421, 561421, 561422, 561422, 561422, 561422, 561421 

Code Table
Commodity Code Description
561421 Local call centers (e.g., answering services, message services)
561421 Message services, telephone answering
561421 Telephone answering services
561421 Telephone call forwarding services
561422 Customer service call centers
561422 Online customer service centers
561422 Telephone call centers (e.g., customer service centers, telemarketing services)
561422 Telephone solicitation services on a contract or fee basis
561421 Answering services, telephone
General
Quantity
1
Unit of Measure
LOT
Estimated Price per Unit
$1,300,000.00
Estimated Total Price
$1,300,000.00
Title
Centralized Call Center Development and Refinement
Description
The Department of Commerce and Consumer Affairs wishes to enter into a contract for continued efforts to develop and establish a centralized call center and utilize artificial intelligence (AI) technology with knowledge-based content to enhance customer experience and interactions with the department. The solicitation includes annual maintenance that is at DCCA’s option to renew and that all costs include all fees and taxes.
Attachments

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Direct all questions regarding this Solicitation, and any questions or Issues relating to the accessibility of this Solicitation (Including the appendices and exhibits to this Document, and any other document related to this Solicitation), to: Castillo, Rhoda.

P25000038 Centralized Call Center Development and Refinement

Instructions
  • OFFER DEEMED FIRM/AUTHORITY TO SUBMIT OFFER: Submission of an electronic response to the State of Hawaii constitutes and shall be deemed an offer to sell the specified goods and/or services to the State of Hawaii at the price shown in the response and under the State's Terms and Conditions. The electronic response submitter certifies that he/she is authorized to sign the response for the submitting vendor and that the response is made without connection with any person, firm, or corporation making a response for the same goods and/or services and is in all respects fair and without collusion or fraud.
  • VENDOR REGISTRATION IN HAWAII COMPLIANCE EXPRESS (HCE) : Vendors can register at https://vendors.ehawaii.gov/hce via an annual subscription fee and should subscribe prior to responding to a solicitation. For more information visit the HCE Section of the FAQs at http://spo.hawaii.gov/faqs/#tabs-4.
  • VENDOR COMPLIANCE – PAPER DOCUMENTS : Vendors not utilizing HCE shall provide paper certificates that must be valid at the time of award. All applications for applicable clearances are the responsibility of the vendor, who must be compliant pursuant to HRS§103D-310(c) with the chapters 1) Chapter 237, General Excise Tax Laws; 2) Chapter 382, Hawaii Employment Security Law; 3)Chapter 386, Worker’s Compensation Law; 4) Chapter 392, Temporary Disability Insurance; 5)Chapter 393, Prepaid Health Care Act; and 6) §103D-310(c), Certificate of Good Standing (COGS) for entities doing business in the State. Upon receipt of compliance paper documents (A-6, LIR#27, COGS), the purchasing agency reserves the right to verify their validity with the respective issuing agency.
  • VENDOR NON-COMPLIANCE : NON-COMPLIANCE may result in a vendor not receiving an award, delay of payment, or cancellation of award. If the vendor does not maintain timely compliance, which is the vendor’s responsibility, an offer otherwise deemed responsive and responsible may not be awarded. State agencies may check for compliance at any time.
  • HAWAII GENERAL EXCISE TAX (GET): Unless otherwise stated in this solicitation, vendors shall include all applicable taxes in the price submitted. The Hawaii General Excise Tax (GET) shall not exceed 4.712% for the islands of Oahu, Kauai , Hawaii, and Maui.
  • ADDITIONAL FEES AND CHARGES: Vendors shall include all applicable fees, charges, surcharges, shipping/handling, delivery, or any other charges associated with this solicitation in the price submitted.
  • COMPLIANCE AND DOCUMENTATION: Vendors are required to be compliant with all appropriate state and federal statutes. Proof of compliance is required through HCE or via paper documentation.
  • RESPONSE TO THIS SOLICITATION: Only responses submitted through HIePRO shall be considered for award.
  • QUESTIONS ABOUT THIS SOLICITATION: Unless otherwise indicated, questions regarding this solicitation must be directed to the Buyer listed.
  • TRANSACTION FEES: The awarded vendor shall pay a transaction fee of 0.75% (.0075) of the award, not to exceed $5,000 for each award. This transaction fee shall be based on the original award amount and the awarded vendor shall be responsible for payment of the fee to Tyler Hawaii, the vendor administering the HIePRO. Payment must be made to Tyler Hawaii within thirty (30) days of receipt of invoice. The invoice is generated based on the date the award is posted.