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Agenda 12/08/2020 Item #16C 4 (Contract #20-7734 w/Ansafone Contact Centers, LLC)
12/08/2020 EXECUTIVE SUMMARY Recommendation to approve the award of Request for Quote (“RFQ”) No. 20-7734, for Answering Service, to Ansafone Contact Centers LLC. OBJECTIVE: To obtain the services of an answering service to handle after-hour calls for the Public Utilities Department. CONSIDERATIONS: The Collier County Public Utilities Department is responsible for handling service calls for water, wastewater and solid waste services. An answering service is required to respond to and process incoming calls that are made for service beyond the hours administrative personnel are available, including after hours, weekends, and holidays. On March 9, 2020, the Procurement Services Division posted RFQ 20-7734 for Answering Service. The County issued 2,714 notices and fifty-two (52) bid packages were viewed. On April 9, 2020, the County received seven bid responses as summarized below. Respondents Company Name City County State Bid Amount Responsive/ Responsible Ansercomm N/A N/A N/A $ 1,125.00 N/N McGhee and Associates, LLC Manhattan N/A KS $ 2,425.00 N/N Ansafone Contact Centers LLC Ocala Marion FL $ 5,975.00 Y/Y xtDirect Omaha N/A NE $ 6,750.00 Y/NA Daupler Inc Kansas City N/A MO $ 6,775.00 Y/NA Securus Contact System Happy Valley N/A OR $11,925.00 Y/NA Promoveo, LLC Bolivar N/A MO $5,482,828.49 Y/NA Staff reviewed the bids received and determined that Ansercomm and McGhee and Associates, LLC were non-responsive/non-responsible due to not including all required bid documentation. Staff determined that Ansafone Contact Centers LLC is the lowest responsive and responsible bidder. Staff recommends awarding this RFQ to Ansafone Contact Centers LLC, as the lowest responsive and responsible bidder, for a total amount of $5,975 per month. A Purchase Order, with the County’s standards terms and conditions, will be issued for this award. The award is for a three (3) years with two (2) two (2) year renewal options and prices shall remain firm for the initial term of the award. FISCAL IMPACT: Agency-wide annual expenditures are estimated to be $71,700. Expenditures will be from County Water/Sewer Operating Fund (408). Funding is available in and consistent with the FY2021 budget as approved by the Board of County Commissioners. LEGAL CONSIDERATIONS: This item is approved as to form and legality and requires majority vote for Board approval. -SAA GROWTH MANAGEMENT IMPACT: There are no Growth Management Impacts associated with this action. RECOMMENDATION: To approve the award of Request for Quote 20-7734, for Answering Service, to Ansafone Contact Centers LLC, and authorize staff to issue a standard County Purchase Order for the 16.C.4 Packet Pg. 2406 12/08/2020 procurement as set forth above. Prepared By: Pamela Libby, Manager, Water Distribution Beth Johnssen, Director, Public Wastewater ATTACHMENT(S) 1. 20-7734 - RFQ Solicitation (PDF) 2. 20-7734 - Bid Tabulation (PDF) 3. 20-7734 Ansaphone_Proposal (PDF) 4. NORA 6-24-20 final (PDF) 5. 20-7734 Ansaphone_Insurance_exp 12-1-2020 (PDF) 16.C.4 Packet Pg. 2407 12/08/2020 COLLIER COUNTY Board of County Commissioners Item Number: 16.C.4 Doc ID: 14212 Item Summary: Recommendation to approve the award of Request for Quote (“RFQ”) No. 20- 7734, for Answering Service, to Ansafone Contact Centers LLC. Meeting Date: 12/08/2020 Prepared by: Title: Manager - Distribution – Water Name: Pamela Libby 11/09/2020 1:56 PM Submitted by: Title: Division Director - Water – Water Name: Steve Messner 11/09/2020 1:56 PM Approved By: Review: Public Utilities Operations Support Joseph Bellone Additional Reviewer Completed 11/10/2020 10:45 AM Wastewater Beth Johnssen Additional Reviewer Completed 11/10/2020 10:48 AM Procurement Services Opal Vann Level 1 Purchasing Gatekeeper Completed 11/10/2020 11:10 AM Procurement Services Sue Zimmerman Additional Reviewer Completed 11/10/2020 11:23 AM Procurement Services Sandra Herrera Additional Reviewer Completed 11/10/2020 11:35 AM Water Steve Messner Additional Reviewer Completed 11/10/2020 11:41 AM Public Utilities Department Dan Rodriguez Additional Reviewer Completed 11/10/2020 5:11 PM Procurement Services Evelyn Colon Additional Reviewer Completed 11/10/2020 5:20 PM Public Utilities Department Drew Cody Level 1 Division Reviewer Completed 11/12/2020 9:28 AM County Attorney's Office Sally Ashkar Level 2 Attorney Review Completed 11/17/2020 10:45 AM Public Utilities Department George Yilmaz Level 2 Division Administrator Review Completed 11/25/2020 1:42 PM Office of Management and Budget Debra Windsor Level 3 OMB Gatekeeper Review Completed 11/25/2020 3:12 PM Budget and Management Office Ed Finn Additional Reviewer Completed 11/30/2020 11:16 AM County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 11/30/2020 11:31 AM County Manager's Office Sean Callahan Level 4 County Manager Review Completed 11/30/2020 3:38 PM Board of County Commissioners MaryJo Brock Meeting Pending 12/08/2020 9:00 AM 16.C.4 Packet Pg. 2408 COLLIER COUNTY BOARD OF COUNTY COMMISSIONERS REQUEST FOR QUOTE (RFQ) FOR ANSWERING SERVICE for Public Utilities Department SOLICITATION NO.: 20-7734 SUE ZIMMERMAN, PROCUREMENT STRATEGIST PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FLORIDA 34112 TELEPHONE: (239) 252-8034 sue.zimmerman@colliercountyfl.gov (Email) This solicitation document is prepared in a Microsoft Word format. Any alterations to this document made by the Consultant may be grounds for rejection of proposal, cancellation of any subsequent award, or any other legal remedies available to the Collier County Government. 16.C.4.a Packet Pg. 2409 Attachment: 20-7734 - RFQ Solicitation (14212 : Award RFQ No. 20-7734 for Answering Service) SOLICITATION PUBLIC NOTICE REQUEST FOR QUOTE (RFQ) NUMBER: 20-7734 PROJECT TITLE: ANSWERING SERVICE for Public Utilities Department POST DATE: March 9, 2020 QUOTE OPENING DAY/DATE/TIME: Thursday, April 9, 2020 at 3:00p.m. PLACE OF BID OPENING: PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FL 34112 All proposals shall be submitted online via the Collier County Procurement Services Division Online Bidding System: https://www.bidsync.com/bidsync-cas/ INTRODUCTION As requested by the Public Utilities Department (hereinafter, the “Division or Department”), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, “County”) has issued this Request for Quotes (RFQ) with the intent of obtaining bids from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached. The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated. The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance. Historically, County departments have spent approximately $30,000; however, this may not be indicative of future buying patterns. BACKGROUND Collier County Public Utilities Department is responsible for maintaining service in the following product lines: portable water, irrigation quality water, wastewater, solid waste collection, utility billing and customer service and capital improvement project management. The County wishes to establish an agreement for an after hour, weekend and holiday telephone answering service to assist with customer concerns and questions related to the Public Utilities services and support. TERM OF CONTRACT The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) - two (2) year renewal options. Prices shall remain firm for the initial term of this contract. The County Manager, or designee, may, at his discretion, extend the Agreement under all of the terms and conditions contained in this Agreement for up to one hundred eighty (180) days. The County Manager, or designee, shall give the Contractor written notice of the County's intention to extend the Agreement term not less than ten (10) days prior to the end of the Agreement term then in effect. Surcharges will not be accepted in conjunction with this contract, and such charges should be incorporated into the pricing structure. All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the COUNTY at the time and place of delivery; provided that risk of loss prior to actual receipt of the goods by the COUNTY nonetheless remain with VENDOR. AWARD CRITERIA RFQ award criteria are as follows: For the purposes of determining the winning bidder, the County will select the vendor with the lowest price, lowest discount, or criteria established in the solicitation as outlined below: • Describe methodogy which may include total of all lines, line item, fixed discount, base price, base price plus alternates, etc. Collier County reserves the right to select one, or more than one supplier, award on a line item basis, establish a pool for 16.C.4.a Packet Pg. 2410 Attachment: 20-7734 - RFQ Solicitation (14212 : Award RFQ No. 20-7734 for Answering Service) quoting, or other options that represents the best value to the County; however, it is the intent to: • identify single awardee, primary / secondary, multiple awardees, etc. The County reserves the right to issue a formal contract or standard County Purchase Order or utilize the County Purchasing Card for the award of this solicitation. DETAILED SCOPE OF WORK The Contractor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated herein. The intent of this solicitation is to establish a Primary Contractor to provide Public Utilities Dispatch Professional Answering Services. Service Specifications: 1. The services under this contract are to answer the Public Utilities Department (Department) 24-hour service request line during certain hours. The successful contractor will answer the telephone, dispatch calls to various Collier County employees, log phone calls and provide daily service reports to the appropriate County Division. 2. The Collier County Public Utilities Department provides the following services: • Potable Water • Irrigation Quality Water • Wastewater • Solid Waste Collection • Utility Billing and Customer Service • Public Utilities Engineering and Capital Project Management 3. The normal hours of operation for the requested service will be from 3:00 p.m. to 8:00 a.m. Monday through Friday and 24 hours per day during weekends and County observed holidays (currently 11 observed holiday days). Services shall also be required during unscheduled office closures (storms, hurricanes, etc.). 4. The awarded Contractor shall provide a written disaster plan prior to the issuance of a Purchase Order from Collier County. The disaster plan will allow for the answering of calls in multiple locations when an event occurs in the primary service location. 5. Normal service may include up to 20 incoming calls at a time. 6. At extraordinary times for service, calls may exceed 100 calls per hour. Contractor shall have the necessary means to accommodate a sudden, large influx of calls. A County approved recording may be used during a period of extraordinary service calls to provide the Caller with pertinent information possibly related to the reason for their call. If a recording is approved by the County during a designated period, the Caller shall still have the option to speak with an operator. 7. Types of calls to be handled include, but are not limited to: • Pipeline failures • Service Breaks • Water off • Billing issues such as non-payment resulting in suspension of service • High water pressure calls • Low water pressure calls • Sewer backups • Odor concerns emitting from wastewater lift stations • Irrigation Quality water concerns, including leaks • Solid Waste service concerns, including, but not limited to: trash not being picked up, missing trash cans, a request for bulk pick-ups • Concerns with an on-going capital project 8. Calls are to be answered within 4 rings and the following information shall be collected for each call: 16.C.4.a Packet Pg. 2411 Attachment: 20-7734 - RFQ Solicitation (14212 : Award RFQ No. 20-7734 for Answering Service) • Name of customer • Address of issue • Subdivision of issue • Contact phone number for customer • Area of concern (water, wastewater, irrigation quality, capital projects, or solid waste) • Issue (different questions will be asked depending on information the customer provides) – scripts will be provided for different issues to the chosen vendor. • Emails will also be received from a payment processor to restore water services. 9. Once a call/email is received it shall be dispatched to a service technician within ten minutes of receipt of the call/email, if it regards a concern with water and/or sewer service and/or irrigation quality water Depending on the Division, calls will be directly relayed to a cell phone that is manned 24 hours a day or a service technician will be paged. The service technician is required to call back for the information within 10 minutes. If a call is not answered by the designated service technician, a set escalation policy will be followed. 10. Contractor shall have the ability to record incoming calls for use of the Department. The recordings are utilized to help resolve customer complaints. The Vendor must notify the caller they are going to be recorded before the recording can commence. The recording service must be able to be searched by incoming phone number or other method that makes retrieval able to occur in a timely fashion. Calls must be stored for a period of 90 days. Calls involving billing issues or dissatisfied customers requiring follow up by the Department shall be recorded. Recorded calls should be retrievable by the Department via telephone dial in and/or online systems access. 11. Daily a shut off list of customers not authorized to have service due to non-payment issues will be provided to the Vendor. When a customer on the list calls they shall be directed to log into the IVR payment system located on the Department’s web page. When a payment is made in that system an automatic email will be sent to the Vendor that will authorize the vendor to initiate a service request to Department’s technician to restore service. 12. The awarded Vendor shall provide contact information for a Project Manager (and Deputy) who will be responsible as the County Liaison for the Department. The contact information for the Liaison must include, at a minimum: business phone number, email address, address, and emergency contact information for 24 hour a day contact. 13. Vendor shall be able to provide bilingual assistance in English and Spanish. 14. A report on all calls received in the last 24 hours shall be provided to the Department Email Distribution List by 9:00am each day. The List will be updated by the Department project manager, as needed. The report shall include the customer name, phone number, reason for the call and the time calls was received. 15. As part of the Bid submission, the Contractor shall provide three (3) references from customers with similar service requirements as noted in this solicitation. The references should be from contracts performed within the past five (5) years. 16. No charges shall be billed for hang ups, wrong number(s) or telephone testing call(s). 17. Time is of the essence with respect to all provisions within the awarded contract. Any delay in performance, not approved in writing by an appropriate County representative shall constitute a material breach of the contract. 18. The County will issue a PURCHASE ORDER (or blanket purchase order) and it shall be considered as a “Notice to Proceed”. No work shall be performed until the Contractor is in receipt of an approved purchase order. VENDOR CHECKLIST ***Vendor should check off each of the following items as the necessary action is completed (please see, Form 2: Vendor Check List)*** 16.C.4.a Packet Pg. 2412 Attachment: 20-7734 - RFQ Solicitation (14212 : Award RFQ No. 20-7734 for Answering Service) Project Manager: Pamela Libby Procurement Strategist: Sue Zimmerman 20-7734 Answering Service Notifications Sent: 2,714 Viewed: 52 Submissions: 7 Description Ansafone Contact Centers LLC Ansercomm Daupler inc.McGhee and Associates Promoveo, LLC Securus Contact System xtDirect Base Charge Per month - up to 2,500 calls per calender month:$4,937.50 No Bid Sch $6,375.00 $2,000.00 $65,271.77 $9,937.50 $5,625.00 Price per 500 additional calls per month:$987.50 "$400.00 $425.00 NA $1,987.50 $1,125.00 Cost per recorded calls per month:$50.00 "included NA NA included $0.00 Cost to retrieve each recorded call per month:$0.00 "included NA NA included $0.00 Cost per month to provide email each day to designated list of all calls received in the last 24 hours:$0.00 "included NA NA included $0.00 Solicitation Total Bid:$5,975.00 $1,125.00 $6,775.00 $2,425.00 $5,482,828.49 $11,925.00 $6,750.00 REQUIRED FORMS AND DOCUMENTS YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO Form 2: Vendor Check List YES NO YES NO YES YES YES Form 3: Conflict of Interest Affidavit YES NO YES NO YES YES YES Form 4: Vendor Declaration Statement YES NO YES NO YES YES YES Form 5: Immigration Affidavit Certification YES NO YES NO YES YES YES Form 6: Vendor Substitute W-9 YES NO NO NO NO YES YES Insurance and Bonding Requirements YES NO COI NO YES YES YES E-Verify YES NO NO NO YES YES NO Sunbiz Page YES NO YES YES YES NO NO Vendor W-9 YES NO YES-NC NO NO NO NO Opened / Date: Sue Zimmerman/April 9, 2020 Witness / Date: Cynthia McCanna/ April 9, 2020 1 of 1 16.C.4.b Packet Pg. 2413 Attachment: 20-7734 - Bid Tabulation (14212 : Award RFQ No. 20-7734 for Answering Service) 55 66 Solicitation 20 -7734 Answering Service Solicitation Designation: Public Collier County Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 1 16.C.4.c Packet Pg. 2414 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 5 6 Solicitation 20 -7734 Answering Service Solicitation Number 20 -7734 Solicitation Title Answering Service Solicitation Start Date Mar 9, 2020 10:02:00 AM EDT Solicitation End Date Apr 9, 2020 3:00:00 PM EDT Question & Answer End Date Mar 24, 2020 5:00:00 PM EDT Solicitation Contact Sue Zimmerman Procurement Strategist Administrative Services 239 -252 -8034 Suezimmerman@colliergov.net Contract Duration 3 years Contract Renewal 2 annual renewals Prices Good for 30 days Solicitation Comments As requested by the Public Utilities Department (hereinafter, the “Division or Department ”), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, “County ”) has issued this Request for Quotes (RFQ) with the intent of obtaining bids from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached.The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated. The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance. Collier County Public Utilities Department is responsible for maintaining service in the following product lines: portable water, irrigation quality water, wastewater, solid waste collection, utility billing and customer service and capital improvement project management. The County wishes to establish an agreement for an after hour, weekend and holiday telephone answering service to assist with customer concerns and questions related to the Public Utilities services and support. The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) -two (2) year renewal options. Prices shall remain firm for the initial term of this contract. Item Response Form Item 20 -7734-01 -01 -TOTAL BID Quantity 1 month Unit Price Delivery Location Collier County 1. Procurement Services 3295 E. Tamiami Trail Building C2 Naples FL 34112 Qty 1 Expected Expenditure $1.00 Description TOTAL BID Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 2 16.C.4.c Packet Pg. 2415 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 5 6 Solicitation 20 -7734Answering ServiceSolicitation Number 20 -7734 Solicitation Title Answering Service Solicitation Start Date Mar 9, 2020 10:02:00 AM EDTSolicitation End Date Apr 9, 2020 3:00:00 PM EDTQuestion & Answer End Date Mar 24, 2020 5:00:00 PM EDTSolicitation Contact Sue Zimmerman Procurement Strategist Administrative Services 239 -252 -8034 Suezimmerman@colliergov.net Contract Duration 3 years Contract Renewal 2 annual renewals Prices Good for 30 days Solicitation Comments As requested by the Public Utilities Department (hereinafter, the “Division or Department ”), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, “County ”) has issued this Request for Quotes (RFQ) with the intent of obtaining bids from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached.The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated.The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance.Collier County Public Utilities Department is responsible for maintaining service in the following product lines: portable water, irrigation quality water, wastewater, solid waste collection, utility billing and customer service and capital improvement project management. The County wishes to establish an agreement for an after hour, weekend and holiday telephone answering service to assist with customer concerns and questions related to the Public Utilities services and support.The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) -two (2) year renewal options. Prices shall remain firm for the initial term of this contract.Item Response FormItem 20 -7734-01 -01 -TOTAL BIDQuantity 1 monthUnit Price Delivery Location Collier County1. Procurement Services 3295 E. Tamiami Trail Building C2 Naples FL 34112 Qty 1 Expected Expenditure $1.00 Description TOTAL BID Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 3 16.C.4.c Packet Pg. 2416 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) COLLIER COUNTY BOARD OF COUNTY COMMISSIONERS REQUEST FOR QUOTE (RFQ) FOR ANSWERING SERVICE for Public Utilities Department SOLICITATION NO.: 20-7734 SUE ZIMMERMAN, PROCUREMENT STRATEGIST PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FLORIDA 34112 TELEPHONE: (239) 252-8034 sue.zimmerman@colliercountyfl.gov (Email) This solicitation document is prepared in a Microsoft Word format. Any alterations to this document made by the Consultant may be grounds for rejection of proposal, cancellation of any subsequent award, or any other legal remedies available to the Collier County Government. Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 4 16.C.4.c Packet Pg. 2417 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) SOLICITATION PUBLIC NOTICE REQUEST FOR QUOTE (RFQ) NUMBER: 20-7734 PROJECT TITLE: ANSWERING SERVICE for Public Utilities Department POST DATE: March 9, 2020 QUOTE OPENING DAY/DATE/TIME: Thursday, April 9, 2020 at 3:00p.m. PLACE OF BID OPENING: PROCUREMENT SERVICES DIVISION 3295 TAMIAMI TRAIL EAST, BLDG C-2 NAPLES, FL 34112 All proposals shall be submitted online via the Collier County Procurement Services Division Online Bidding System: https://www.bidsync.com/bidsync-cas/ INTRODUCTION As requested by the Public Utilities Department (hereinafter, the “Division or Department”), the Collier County Board of County Commissioners Procurement Services Division (hereinafter, “County”) has issued this Request for Quotes (RFQ) with the intent of obtaining bids from interested and qualified vendors in accordance with the terms, conditions and specifications stated or attached. The vendor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated. The results of this solicitation may be used by other County departments once awarded according to the Board of County Commissioners Procurement Ordinance. Historically, County departments have spent approximately $30,000; however, this may not be indicative of future buying patterns. BACKGROUND Collier County Public Utilities Department is responsible for maintaining service in the following product lines: portable water, irrigation quality water, wastewater, solid waste collection, utility billing and customer service and capital improvement project management. The County wishes to establish an agreement for an after hour, weekend and holiday telephone answering service to assist with customer concerns and questions related to the Public Utilities services and support. TERM OF CONTRACT The contract term, if an award(s) is/are made is intended to be for three (3) years with two (2) - two (2) year renewal options. Prices shall remain firm for the initial term of this contract. The County Manager, or designee, may, at his discretion, extend the Agreement under all of the terms and conditions contained in this Agreement for up to one hundred eighty (180) days. The County Manager, or designee, shall give the Contractor written notice of the County's intention to extend the Agreement term not less than ten (10) days prior to the end of the Agreement term then in effect. Surcharges will not be accepted in conjunction with this contract, and such charges should be incorporated into the pricing structure. All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the COUNTY at the time and place of delivery; provided that risk of loss prior to actual receipt of the goods by the COUNTY nonetheless remain with VENDOR. AWARD CRITERIA RFQ award criteria are as follows: For the purposes of determining the winning bidder, the County will select the vendor with the lowest price, lowest discount, or criteria established in the solicitation as outlined below: •Describe methodogy which may include total of all lines, line item, fixed discount, base price, base price plus alternates, etc. Collier County reserves the right to select one, or more than one supplier, award on a line item basis, establish a pool for Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 5 16.C.4.c Packet Pg. 2418 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) quoting, or other options that represents the best value to the County; however, it is the intent to: •identify single awardee, primary / secondary, multiple awardees, etc. The County reserves the right to issue a formal contract or standard County Purchase Order or utilize the County Purchasing Card for the award of this solicitation. DETAILED SCOPE OF WORK The Contractor, at a minimum, must achieve the requirements of the Specifications or Scope of Work stated herein. The intent of this solicitation is to establish a Primary Contractor to provide Public Utilities Dispatch Professional Answering Services. Service Specifications: 1.The services under this contract are to answer the Public Utilities Department (Department) 24-hour service request line during certain hours. The successful contractor will answer the telephone, dispatch calls to various Collier County employees, log phone calls and provide daily service reports to the appropriate County Division. 2.The Collier County Public Utilities Department provides the following services: •Potable Water •Irrigation Quality Water •Wastewater •Solid Waste Collection •Utility Billing and Customer Service •Public Utilities Engineering and Capital Project Management 3.The normal hours of operation for the requested service will be from 3:00 p.m. to 8:00 a.m. Monday through Friday and 24 hours per day during weekends and County observed holidays (currently 11 observed holiday days). Services shall also be required during unscheduled office closures (storms, hurricanes, etc.). 4.The awarded Contractor shall provide a written disaster plan prior to the issuance of a Purchase Order from Collier County. The disaster plan will allow for the answering of calls in multiple locations when an event occurs in the primary service location. 5.Normal service may include up to 20 incoming calls at a time. 6.At extraordinary times for service, calls may exceed 100 calls per hour. Contractor shall have the necessary means to accommodate a sudden, large influx of calls. A County approved recording may be used during a period of extraordinary service calls to provide the Caller with pertinent information possibly related to the reason for their call. If a recording is approved by the County during a designated period, the Caller shall still have the option to speak with an operator. 7.Types of calls to be handled include, but are not limited to: •Pipeline failures •Service Breaks •Water off •Billing issues such as non-payment resulting in suspension of service •High water pressure calls •Low water pressure calls •Sewer backups •Odor concerns emitting from wastewater lift stations •Irrigation Quality water concerns, including leaks •Solid Waste service concerns, including, but not limited to: trash not being picked up, missing trash cans, a request for bulk pick-ups •Concerns with an on-going capital project 8.Calls are to be answered within 4 rings and the following information shall be collected for each call: Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 6 16.C.4.c Packet Pg. 2419 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) •Name of customer •Address of issue •Subdivision of issue •Contact phone number for customer •Area of concern (water, wastewater, irrigation quality, capital projects, or solid waste) •Issue (different questions will be asked depending on information the customer provides) – scripts will be provided for different issues to the chosen vendor. •Emails will also be received from a payment processor to restore water services. 9.Once a call/email is received it shall be dispatched to a service technician within ten minutes of receipt of the call/email, if it regards a concern with water and/or sewer service and/or irrigation quality water Depending on the Division, calls will be directly relayed to a cell phone that is manned 24 hours a day or a service technician will be paged. The service technician is required to call back for the information within 10 minutes. If a call is not answered by the designated service technician, a set escalation policy will be followed. 10.Contractor shall have the ability to record incoming calls for use of the Department. The recordings are utilized to help resolve customer complaints. The Vendor must notify the caller they are going to be recorded before the recording can commence. The recording service must be able to be searched by incoming phone number or other method that makes retrieval able to occur in a timely fashion. Calls must be stored for a period of 90 days. Calls involving billing issues or dissatisfied customers requiring follow up by the Department shall be recorded. Recorded calls should be retrievable by the Department via telephone dial in and/or online systems access. 11.Daily a shut off list of customers not authorized to have service due to non-payment issues will be provided to the Vendor. When a customer on the list calls they shall be directed to log into the IVR payment system located on the Department’s web page. When a payment is made in that system an automatic email will be sent to the Vendor that will authorize the vendor to initiate a service request to Department’s technician to restore service. 12.The awarded Vendor shall provide contact information for a Project Manager (and Deputy) who will be responsible as the County Liaison for the Department. The contact information for the Liaison must include, at a minimum: business phone number, email address, address, and emergency contact information for 24 hour a day contact. 13.Vendor shall be able to provide bilingual assistance in English and Spanish. 14.A report on all calls received in the last 24 hours shall be provided to the Department Email Distribution List by 9:00am each day. The List will be updated by the Department project manager, as needed. The report shall include the customer name, phone number, reason for the call and the time calls was received. 15.As part of the Bid submission, the Contractor shall provide three (3) references from customers with similar service requirements as noted in this solicitation. The references should be from contracts performed within the past five (5) years. 16.No charges shall be billed for hang ups, wrong number(s) or telephone testing call(s). 17.Time is of the essence with respect to all provisions within the awarded contract. Any delay in performance, not approved in writing by an appropriate County representative shall constitute a material breach of the contract. 18.The County will issue a PURCHASE ORDER (or blanket purchase order) and it shall be considered as a “Notice to Proceed”. No work shall be performed until the Contractor is in receipt of an approved purchase order. VENDOR CHECKLIST ***Vendor should check off each of the following items as the necessary action is completed (please see, Form 2: Vendor Check List)*** Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 7 16.C.4.c Packet Pg. 2420 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Collier County Solicitation 20-7734 Please fill out and sign this form along with your proposal. No proposal will be considered unless the RFQ form is properly signed. Bid Schedule #20-7734 -Answering Service for Public Utilities Department Date Advertised: 3/9/2020 Bid Opening (Due Date): 4/9/2020 Award Criteria: Lowest Total Bid Monthly Cost Base Charge Per month -up to 2,500 calls per calender month: $4937.50 / $0.79 a minute Price per 500 additional calls per month: $987.50 / $0.79 a minute Cost per recorded calls per month: $50.00- for portal see last pages Cost to retrieve each recorded call per month: 0.00 Cost per month to provide email each day to designated list of all calls received in the last 24 hours: 0.00 TOTAL BID: Vendor Corporate Name: Ansafone Contact Centers Print Name: __ .!_�+#�f--d,4-���..:....:.._!__----,-,,,,L-'.'.J,..,.-""""'=="""""""'----c--------------- Vendor Signature: ---ll---'-----------'-.:...�----1___,. ____________________ 3/9/2020 8:02 AM p.8 2500 call @ 2.5 an average call= 6,250 minutes 500 Calls @2.5 an average call =1,250 minutes $5,975.00 16.C.4.c Packet Pg. 2421 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) INSURANCE AND BONDING REQUIREMENTS Insurance / Bond Type Required Limits 1. Worker’s Compensation Statutory Limits of Florida Statutes, Chapter 440 and all Federal Government Statutory Limits and Requirements Evidence of Workers’ Compensation coverage or a Certificate of Exemption issued by the State of Florida is required. Entities that are formed as Sole Proprietorships shall not be required to provide a proof of exemption. An application for exemption can be obtained online at https://apps.fldfs.com/bocexempt/ 2. Employer’s Liability $__500,000_________ single limit per occurrence 3. Commercial General Liability (Occurrence Form) patterned after the current ISO form Bodily Injury and Property Damage $_____1,000,000_single limit per occurrence, $2,000,000 aggregate for Bodily Injury Liability and Property Damage Liability. This shall include Premises and Operations; Independent Contractors; Products and Completed Operations and Contractual Liability. 4. Indemnification To the maximum extent permitted by Florida law, the Contractor/Vendor shall defend, indemnify and hold harmless Collier County, its officers and employees from any and all liabilities, damages, losses and costs, including, but not limited to, reasonable attorneys’ fees and paralegals’ fees, to the extent caused by the negligence, recklessness, or intentionally wrongful conduct of the Contractor/ Vendor or anyone employed or utilized by the Contractor/Vendor in the performance of this Agreement. 5. Automobile Liability $_________ Each Occurrence; Bodily Injury & Property Damage, Owned/Non-owned/Hired; Automobile Included 6. Other insurance as noted: Watercraft $ __________ Per Occurrence United States Longshoreman's and Harborworker's Act coverage shall be maintained where applicable to the completion of the work. $ __________ Per Occurrence Maritime Coverage (Jones Act) shall be maintained where applicable to the completion of the work. $ __________ Per Occurrence Aircraft Liability coverage shall be carried in limits of not less than $5,000,000 each occurrence if applicable to the completion of the Services under this Agreement. $ __________ Per Occurrence Pollution $ __________ Per Occurrence Professional Liability $ _1,000,000__ Per claim & in the aggregate Project Professional Liability $__________ Per Occurrence Valuable Papers Insurance $__________ Per Occurrence Cyber Liability $__________ Per Occurrence Technology Errors & Omissions $__________ Per Occurrence 7. Bid bond Shall be submitted with proposal response in the form of certified funds, cashiers’ check or an irrevocable letter of credit, a cash bond posted with the County Clerk, or proposal bond in a sum equal to 5% of the cost proposal. All checks shall be made payable to the Collier County Board of County Commissioners on a bank or trust company located in the State of Florida and insured by the Federal Deposit Insurance Corporation. Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 9 16.C.4.c Packet Pg. 2422 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) ANY PROPRIETOR/PARTNER/EXECUTIVEOFFICER/MEMBER EXCLUDED? INSR ADDL SUBRLTR INSD WVD PRODUCER CONTACTNAME: FAXPHONE(A/C, No):(A/C, No, Ext): E-MAILADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXPTYPE OF INSURANCE LIMITS(MM/DD/YYYY) (MM/DD/YYYY) AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATIONAND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE EACH OCCURRENCE $ DAMAGE TO RENTEDCLAIMS-MADE OCCUR $PREMISES (Ea occurrence) MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER:GENERAL AGGREGATE $ PRO-POLICY LOC PRODUCTS - COMP/OP AGGJECT OTHER:$ COMBINED SINGLE LIMIT $(Ea accident) ANY AUTO BODILY INJURY (Per person) $OWNED SCHEDULED BODILY INJURY (Per accident) $AUTOS ONLY AUTOS HIRED NON-OWNED PROPERTY DAMAGE $AUTOS ONLY AUTOS ONLY (Per accident) $ OCCUR EACH OCCURRENCE CLAIMS-MADE AGGREGATE $ DED RETENTION $ PER OTH-STATUTE ER E.L. EACH ACCIDENT E.L. DISEASE - EA EMPLOYEE $If yes, describe under E.L. DISEASE - POLICY LIMITDESCRIPTION OF OPERATIONS below INSURER(S) AFFORDING COVERAGE NAIC # COMMERCIAL GENERAL LIABILITY Y / N N / A (Mandatory in NH) SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF,NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIODINDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION © 1988-2015 ACORD CORPORATION. All rights reserved.ACORD 25 (2016/03) CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) $ $ $ $ $ The ACORD name and logo are registered marks of ACORD ANSAF-1 OP ID: DB 03/23/2020 Deanna Berger Shorepoint Insurance Services CA License # 0K07568 1120 Bristol St. Costa Mesa, CA 92626-5964 Ray Markley 714-430-0035 Sentinel Insurance Company Federal Insurance Company Ephonamation.com, Inc. dbadba Ansafone Contact Centers,Ansafone Contact Centers, LLCEndicott Comm, Inc.101 NE 2nd StreetOcala, FL 34470 Travelers Indemnity Co America Benchmark Ins. Co. A X 2,000,000 X X 72SBABC8682 12/01/2019 12/01/2020 1,000,000 10,000 2,000,000 4,000,000 X 4,000,000 2,000,000 1,000,000A X 72SBABC8682 12/01/2019 12/01/2020 XX X 4,000,000A X 72SBABC8682 12/01/2019 12/01/2020 4,000,000 XD WCB19357002 11/01/2019 11/01/2020 1,000,000 1,000,000 1,000,000 C X 106604101 12/01/2019 12/01/2020 B Professional EONG46887815001 12/01/2019 12/01/2020 The additional insured is named additional insured according to policy wording. COLLCBC Collier County Board of Commissioners 3295 Tamiami Trail East Naples, FL 34112 714-430-0035 11000 20281 25666 41394 Emp Ben. Crime 16.C.4.c Packet Pg. 2423 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Collier County Solicitation 2 -7734 8.D Performance and Payment Bonds For projects in excess of$200,000, bonds shall be submitted with the executed contract by Proposers receiving award, and written for 100% of the Contract award amount, the cost borne by the Proposer receiving an award. The Performance and Payment Bonds shall be underwritten by a surety authorized to do business in the State of Florida and otherwise acceptable to Owner; provided, however, the surety shall be rated as "A-" or better as to general policy holders rating and Class V or higher rating as to financial size category and the amount required shall not exceed 5% of the repmted policy holders' surplus, all as reported in the most current Best Key Rating Guide, published by A.M. Best Company, Inc. of75 Fulton Street, New York, New York 10038. 9.[3J Vendor shall ensure that all subcontractors comply with the same insurance requirements that he is required to meet. The same Vendor shall provide County with certificates of insurance meeting the required insurance provisions. 10.[3J Collier County must be named as "ADDITIONAL INSURED" on the Insurance Certificate for Commercial Gene al Liability where required. This insurance shall be primary and non-contributory with respect to any other insurance maintai ed by, or available for the benefit of, the Additional Insured and the Vendor's policy shall be endorsed accordingly. 11.[3J The Certificate Holder shall be named as Collier County Board of County Commissioners, OR, Board of Co nty Commissioners in Collier County, OR Collier County Government, OR Collier County. The Ce1tificates oflnsurance must tate the Contract Number, or Project Number, or specific Project description, or must read: For any and all work performed on b half of Collier County. 12.[3J On all certificates, the Certificate Holder must read: Collier County Board of County Commissioners, 3295 Tamiami rail East, Naples, FL 34112 13.[3J Thirty (30) Days Cancellation Notice required. 14.Collier County shall procure and maintain Builders Risk Insurance on all construction projects where it is deemed necessary. uchcoverage shall be endorsed to cover the interests of Collier County as well as the Contractor. Premiums shall be billed t the roject and the Contractor shall not include Builders Risk premiums in its project proposal or project billings. All ues ·ons regarding Builder's Risk Insurance will be addressed by the Collier County Risk Management Division. 3/6/20 -cc Vendor's Insurance Statement We understand the insurance requirements of these specifications and t "dence ofinsurability may be required within fiv (5) days of the award of this solicitation. The insurance submitted st provid coverage for a minimum of six (6) months from he date of award. Name of Firm Vendor Signature Print Name Insurance Agency Agent Name 3/9/2020 8:02 AM Acord -Sha epoint Insurance Services Deanna Berger T I h N b 714-430-0035e ep one um er ______ _ p. 10 16.C.4.c Packet Pg. 2424 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 55 66 20 -7734 Answering Service INSTRUCTIONS TO PROPOSERS 1.0 QUESTIONS 1.1 Direct questions related to this solicitation to the Collier County Procurement Services Division Online Bidding System website: https://www.bidsync.com/bidsync -cas/. 1.2 Proposers must clearly understand that the only official answer or position of the County will be the one stated on the Collier County Procurement Services Division Online Bidding System website. For general questions, please call the referenced Procurement Professional noted on the cover page. 2.0 COMPLIANCE WITH THE SOLICITATION Proposals must be in strict compliance with this SOLICITATION. Failure to comply with all provisions of the SOLICITATION may result in disqualification. 3.0 AMBIGUITY, CONFLICT, OR OTHER ERRORS IN THE SOLICITATION It is the sole responsibility of the Proposer if they discover any ambiguity, conflict, discrepancy, omission or other error in the SOLICITATION, to immediately notify the Procurement Strategist, noted herein, of such error in writing and request modification or clarification of the document prior to submitting the proposal. The Procurement Strategist will make modifications by issuing a written revision and will give written notice to all parties who have received this SOLICITATION from the Procurement Services Division. 4.0 PROPOSALS AND PRESENTATIONS The County will not be liable in any way for any costs incurred by any Proposer in the preparation of its proposal in response to this SOLICITATION, nor for the presentation of its proposal and/or participation in any discussions, negotiations. 5.0 DELIVERY OF PROPOSALS All proposals are to be submitted by the due date and Naples local time, on the Collier County Procurement Services Division Online Bidding System website: https://www.bidsync.com/bidsync -cas/. 6.0 VALIDITY OF PROPOSALS No proposal can be withdrawn after it is opened unless the Proposer makes their request in writing to the County. All proposals shall be valid for a period of one hundred eighty (180) days from the submission date to accommodate evaluation and selection process. 7.0 RESERVED RIGHTS Collier County reserves its right in any solicitation to accept or reject any or all bids, proposals or offers; to waive minor irregularities and technicalities; or to request resubmission. Also, Collier County reserves the right to accept all or any part of any bid, proposal, or offer, and to increase or decrease quantities to meet the additional or reduced requirements of Collier County. Collier County reserves its right to cancel, extend or modify any or all bids, proposals or offers; to award to one or more vendors; to award all or part of a solicitation; and to award by individual line items when it is deemed to be in the best interest of the County. Collier County reserves its right to reject any sole response. Yes No Certification : I certify that I am in agreement, to the best of my knowledge, with the Instructions To Proposers above. Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 11 16.C.4.c Packet Pg. 2425 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 1. PURCHASE ORDER TERMS AND CONDITIONS 1.1 Offer This offer is subject to cancellation by the COUNTY without notice if not accepted by VENDOR within fourteen (14) days of issuance. 1.2 Acceptance and Confirmation This Purchase Order (including all documents attached to or referenced therein) constitutes the entire agreement between the parties, unless otherwise specifically noted by the COUNTY on the face of this Purchase Order. Each delivery of goods and/or services received by the COUNTY from VENDOR shall be deemed to be upon the terms and conditions contained in this Purchase Order. No additional terms may be added and Purchase Order may not be changed except by written instrument executed by the COUNTY. VENDOR is deemed to be on notice that the COUNTY objects to any additional or different terms and conditions contained in any acknowledgment, invoice or other communication from VENDOR, notwithstanding the COUNTY’S acceptance or payment for any delivery of goods and/or services, or any similar act by VENDO R. 1.3 Inspection 1.3.1 All goods and/or services delivered hereunder shall be received subject to the COUNTY’S inspection and approval and payment therefore shall not constitute acceptance. All payments are subject to adjustment for shortage or rejection. All defective or nonconforming goods will be returned pursuant to VENDOR'S instruction at VENDOR’S expense. 1.3.2 To the extent that a purchase order requires a series of performances by VENDOR, the COUNTY prospectively reserves the right to cancel the entire remainder of the Purchase Order if goods and/or services provided early in the term of the Purchase Order are non conforming or otherwise rejected by the COUNTY. 1.4 Shipping and Invoices 1.4.1 a) All goods are FOB destination and must be suitably packed and prepared to secure the lowest transportation rates and to comply with all carrier regulations. Risk of loss of any goods sold hereunder shall transfer to the COUNTY at the time and place of delivery; provided that risk of loss prior to actual receipt of the goods by the COUNTY nonetheless remain with VENDOR. 1.4.2 b) No charges will be paid by the COUNTY for packing, crating or cartage unless otherwise specifically stated in this Purchase Order. Unless otherwise provided in Purchase Order, no invoices shall be issued nor payments made prior to delivery. Unless freight and other charges are itemized, any discount will be taken on the full amount of invoice. 1.4.3 c) All shipments of goods scheduled on the same day via the same route must be consolidated. Each shipping container must be consecutively numbered and marked to show this Purchase Order number. The container and Purchase Order numbers must be indicated on bill of lading. Packing slips must show Purchase Order number and must be included on each package of less than container load (LCL) shipments and/or with each car load of equipment. The COUNTY reserves the right to refuse or return any shipment or equipment at VENDOR’S expense that is not marked with Purchase Order numbers. VENDOR agrees to declare to the carrier the value of any shipment made under this Purchase Order and the full invoice value of such shipment. 1.4.4 d) All invoices must contain the Purchase Order number and any other specific information as identified on the Purchase Order. Discounts of prompt payment will be computed from the date of receipt of goods or from date of receipt of invoices, whichever is later. Payment will be made upon receipt of a proper invoice and in compliance with Chapter 218, Fla. Stats., otherwise known as the “Local Government Prompt Payment Act,” and, pursuant to the Board of County Commissioners Purchasing Policy. 1.5 Time Is Of the Essence Time for delivery of goods or performance of services under this Purchase Order is of the essence. Failure of VENDOR to meet delivery schedules or deliver within a reasonable time, as interpreted Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 12 16.C.4.c Packet Pg. 2426 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) by the COUNTY in its sole judgment, shall entitle the COUNTY to seek all remedies available to it at law or in equity. VENDOR agrees to reimburse the COUNTY for any expenses incurred in enforcing its rights. VENDOR further agrees that undiscovered delivery of nonconforming goods and/or services is not a waiver of the COUNTY’S right to insist upon further compliance with all specifications. 1.6 Changes The COUNTY may at any time and by written notice make changes to drawings and specifications, shipping instructions, quantities and delivery schedules within the general scope of this Purchase Order. Should any such change increase or decrease the cost of, or the time required for performance of the Purchase Order, an equitable adjustment in the price and/or delivery schedule will be negotiated by the COUNTY and VENDOR. Notwithstanding the foregoing, VENDOR has an affirmative obligation to give notice if the changes will decrease costs. Any claims for adjustment by VENDOR must be made within thirty (30) days from the date the change is ordered or within such additional period of time as may be agreed upon by the parties. 1.7 Warranties VENDOR expressly warrants that the goods and/or services covered by this Purchase Order will conform to the specifications, drawings, samples or other descriptions furnished or specified by the COUNTY, and will be of satisfactory material and quality production, free from defects and sufficient for the purpose intended. Goods shall be delivered free from any security interest or other lien, encumbrance or claim of any third party. These warranties shall survive inspection, acceptance, passage of title and payment by the COUNTY. 1.8 Statutory Conformity 1.8.1 Goods and services provided pursuant to this Purchase Order, and their production and transportation shall conform to all applicable laws, including but not limited to the Occupational Health and Safety Act, the Federal Transportation Act and the Fair Labor Standards Act, as well as any law or regulation noted on the face of the Purchase Order. 1.9 Advertising No VENDOR providing goods and services to the COUNTY shall advertise the fact that it has contracted with the COUNTY for goods and/or services, or appropriate or make use of the COUNTY’S name or other identifying marks or property without the prior written consent of the COUNTY’S Purchasing Department. 1.10 Indemnification VENDOR shall defend, indemnify and hold harmless the COUNTY from any and all claims, including claims of negligence, costs and expenses, including but not limited to attorneys' fees, arising from, caused by or related to the injury or death of any person (including but not limited to employees and agents of VENDOR in the performance of their duties or otherwise), or damage to property (including property of the COUNTY or other persons), which arise out of or are incident to the goods and/or services to be provided hereunder. 1.11 Warranty of Non Infringement 1.11.1 VENDOR represents and warrants that all goods sold or services performed under this Purchase Order are: a) in compliance with applicable laws; b) do not infringe any patent, trademark, copyright or trade secret; and c) do not constitute unfair competition. 1.11.2 VENDOR shall indemnify and hold harmless the COUNTY from and against any and all claims, including claims of negligence, costs and expense, including but not limited to attorneys' fees, which arise from any claim, suit or proceeding alleging that the COUNTY ’S use of the goods and/or services provided under this Purchase Order are inconsistent with VENDOR'S representations and warranties in section 11 (a). 1.11.3 If any claim which arises from VENDOR'S breach of section 11 (a) has occurred, or is likely to occur, VENDOR may, at the COUNTY’S option, procure for the COUNTY the right to continue using the goods or services, or replace or modify the goods or services so that they become non infringing, (without any material degradation in performance, quality, functionality or additional cost to the COUNTY). Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 13 16.C.4.c Packet Pg. 2427 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 1.12 Insurance Requirements The VENDOR, at its sole expense, shall provide commercial insurance of such type and with such terms and limits as may be reasonably associated with the Purchase Order. Providing and maintaining adequate insurance coverage is a material obligation of the VENDOR. All insurance policies shall be executed through insurers authorized or eligible to write policies in the State of Florida. 1.13 Compliance with Laws In fulfilling the terms of this Purchase Order, VENDOR agrees that it will comply with all federal, state, and local laws, rules, codes, and ordinances that are applicable to the conduct of its business. By way of non-exhaustive example, this shall include the American with Disabilities Act and all prohibitions against discrimination on the basis of race, religion, sex creed, national origin, handicap, marital status, or veterans’ status. Further, VENDOR acknowledges and without exception or stipulation shall be fully responsible for complying with the provisions of the Immigration Reform and Control Act of 1986 as located at 8 U.S.C. 1324, et seq. and regulations relating thereto, as either may be amended. Failure by the awarded firm(s) to comply with the laws referenced herein shall constitute a breach of the award agreement and the County shall have the discretion to unilaterally terminate said agreement immediately. Any breach of this provision may be regarded by the COUNTY as a material and substantial breach of the contract arising from this Purchase Order. 1.14 Force Majeure Neither the COUNTY nor VENDOR shall be responsible for any delay or failure in performance resulting from any cause beyond their control, including, but without limitation to war, strikes, civil disturbances and acts of nature. When VENDOR has knowledge of any actual or potential force majeure or other conditions which will delay or threatens to delay timely performance of this Purchase Order, VENDOR shall immediately give notice thereof, including all relevant information with respects to what steps VENDOR is taking to complete delivery of the goods and/or services to the COUNTY. 1.15 Assignment VENDOR may not assign this Purchase Order, nor any money due or to become due without the prior written consent of the COUNTY. Any assignment made without such consent shall be deemed void. 1.16 Taxes Goods and services procured subject to this Purchase Order are exempt from Florida sales and use tax on real property, transient rental property rented, tangible personal purchased or rented, or services purchased (Florida Statutes, Chapter 212), and from federal excise tax. 1.17 Annual Appropriations The COUNTY’S performance and obligation to pay under this Purchase Order shall be contingent upon an annual appropriation of funds. 1.18 Termination This Purchase Order may be terminated at any time by the COUNTY upon 30 days prior written notice to the VENDOR. This Purchase Order may be terminated immediately by the COUNTY for breach by VENDOR of the terms and conditions of this Purchase Order, provided that COUNTY has provided VENDOR with notice of such breach and VENDOR has failed to cure within 10 days of receipt of such notice. 1.19 General 1.19.1 a) This Purchase Order shall be governed by the laws of the State of Florida. The venue for any action brought to specifically enforce any of the terms and conditions of this Purchase Order shall be the Twentieth Judicial Circuit in and for Collier County, Florida 1.19.2 b) Failure of the COUNTY to act immediately in response to a breach of this Purchase Order by VENDOR shall not constitute a waiver of breach. Waiver of the COUNTY by any default by VENDOR hereunder shall not be deemed a waiver of any subsequent default by VENDOR. Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 14 16.C.4.c Packet Pg. 2428 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 1.19.3 c) All notices under this Purchase Order shall be sent to the respective addresses on the face page by certified mail, return receipt requested, by overnight courier service, or by personal delivery and will be deemed effective upon receipt. Postage, delivery and other charges shall be paid by the sender. A party may change its address for notice by written notice complying with the requirements of this section. 1.19.4 d) The Vendor agrees to reimbursement of any travel expenses that may be associated with this Purchase Order in accordance with Florida Statute Chapter 112.061, Per Diem and Travel Expenses for Public Officers, employees and authorized persons. 1.19.5 e) In the event of any conflict between or among the terms of any Contract Documents related to this Purchase Order, the terms of the Contract Documents shall take precedence over the terms of the Purchase Order. To the extent any terms and /or conditions of this Purchase Order duplicate or overlap the Terms and Conditions of the Contract Documents, the provisions of the Terms and/or Conditions that are most favorable to the County and/or provide the greatest protection to the County shall govern. Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 15 16.C.4.c Packet Pg. 2429 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Form 1: Vendor’s Non-Response Statement The sole intent of the Collier County Procurement Services Division is to issue solicitations that are clear, concise and openly competitive. Therefore, we are interested in ascertaining reasons for prospective Vendors not wishing to respond to this solicitation. If your firm is not responding to this solicitation, please indicate the reason(s) by checking the item(s) listed below and return this form via email noted on the cover page, or mail to Collier County Government, Procurement Services Division, 3295 Tamiami Trail East, BLDG C-2, Naples, FL 34112. We are not responding to the solicitation for the following reason(s): Services requested not available through our company. Our firm could not meet specifications/scope of work. Specifications/scope of work not clearly understood or applicable (too vague, rigid, etc.) Project is too small. Insufficient time allowed for preparation of response. Incorrect address used. Please correct mailing address: Other reason(s): Name of Firm: ________________________________________________________ Address: ________________________________________________________ City, State, Zip: ________________________________________________________ Telephone: ________________________________________________________ Email: ________________________________________________________ Representative Signature: ________________________________________________________ Representative Name: _____________________________________ Date _____________ Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 16 16.C.4.c Packet Pg. 2430 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Collier County Solicitation 2 -7734 Co 1l0l" County � AcrnITTislr.Jbvc, Scr,'!005 Dc-partro t �.., ;; .,,,, Ser tees!:), -St Form 2: Vendor Check List Updated: October 24th 2019 IMPORTANT: THIS SHEET MUST BE SIGNED. Please read carefully, sign in the spaces indicated and submit with yo r Proposal through Bidsync. Vendor should check off each of the following items as the necessary action is completed: El The Solicitation Submittal has been signed. El The Solicitation Pricing Document (Bid Schedule/Quote Schedule/etc.) has been completed and attached. D All applicable forms have been signed and included, along with licenses to complete the requirements of the project. El Any addenda have been signed and included. D Affidavit for Claiming Status as a Local Business, if applicable. Collier or Lee County Business Tax Receipt MUST be included. D Proof of status from Division of Corporations -Florida Department of State (If work performed in the State) - http://dos.myflorida.com/sunbiz/. ProofofE-Verify (Memorandum of Understanding or Company Profile page) and Immigration Affidavit MUST be included -https://www.e-verify.gov/. D Grant Provisions and Assurances package in its entirety, if applicable. D Reference Questionnaires MUST be included or you may be deemed non-responsive. ALL SUBMITTALS MUST HA VE THE SOLICITATION NUMBER AND TITLE Name of Firm: Ansafone Contact Centers Address: 101 NE 2nd Street City, State, Zip: Ocala FL 34470 Telephone: 800-279-1027 Email: Representative Signature: Representative Name: 3/9/2020 8:02 AM p.17 x x x xD 16.C.4.c Packet Pg. 2431 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Form 3: Conflict of Interest Affidavit The Vendor certifies that, to the best of its knowledge and belief, the past and current work on any Collier County project affiliated with this solicitation does not pose an organizational conflict as described by one of the three categories below: Biased ground rules – The firm has not set the “ground rules” for affiliated past or current Collier County project identified above (e.g., writing a procurement’s statement of work, specifications, or performing systems engineering and technical direction for the procurement) which appears to skew the competition in favor of my firm. Impaired objectivity – The firm has not performed work on an affiliated past or current Collier County project identified above to evaluate proposals / past performance of itself or a competitor, which calls into question the contractor’s ability to render impartial advice to the government. Unequal access to information – The firm has not had access to nonpublic information as part of its performance of a Collier County project identified above which may have provided the contractor (or an affiliate) with an unfair competitive advantage in current or future solicitations and contracts. In addition to this signed affidavit, the contractor / vendor must provide the following: 1. All documents produced as a result of the work completed in the past or currently being worked on for the above-mentioned project; and, 2. Indicate if the information produced was obtained as a matter of public record (in the “sunshine”) or through non-public (not in the “sunshine”) conversation (s), meeting(s), document(s) and/or other means. Failure to disclose all material or having an organizational conflict in one or more of the three categories above be identified, may result in the disqualification for future solicitations affiliated with the above referenced project(s). By the signature below, the firm (employees, officers and/or agents) certifies, and hereby discloses, that, to the best of their knowledge and belief, all relevant facts concerning past, present, or currently planned interest or activity (financial, contractual, organizational, or otherwise) which relates to the project identified above has been fully disclosed and does not pose an organizational conflict. Firm: ____________________________________________________________________________ Signature and Date: _________________________________________________________________ Print Name: _______________________________________________________________________ Title of Signatory: __________________________________________________________________ Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 18 16.C.4.c Packet Pg. 2432 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) BOARD OF COUNTY COMMISSIONERS Collier County Government Complex Naples, Florida 34112 Dear Commissioners: Collier County co fter Coumy� 1111S1Ta Scr,'ICCS Depa,tm· Pl' t::,,.-cnl _,er it€5 !J. ,;1 Form 4: Vendor Declaration Statement Solicitation 2 -7734 The undersigned, as Vendor declares that this response is made without connection or arrangement with any other person and t is proposal is in every respect fair and made in good faith, without collusion or fraud. The Vendor agrees, if this solicitation submittal is accepted, to execute a Collier County document for the purpose of establishin a formal contractual relationship between the firm and Collier County, for the performance of all requirements to which t e solicitation pertains. The Vendor states that the submitted is based upon the documents listed by the above referenced Solicitati n. Further, the vendor agrees that if awarded a contract for these goods and/or services, the vendor will not be eligible to compete, submit a proposal, be awarded, or perform as a sub-vendor for any future associated with work that is a result of this awarded contract. 6 April IN WITNESS WHEREOF, WE have hereunto subscribed our names on this __ day of ______ , 2020 in the County of Marion in the State of Florida Firm's Legal Name: Address: City, State, Zip Code: Florida Certificate of Authority Document Number Federal Tax Identification Number *CCR# or CAGE Code *Only if Grant Funded Telephone: Signature by: (Typed and written) Title: 3/9/2020 8:02 AM Ansafone Contact Centers LLC 101 NE 2nd Street Ocala FL 34470 45-5372083 Randy Harmat CEO p. 19 16.C.4.c Packet Pg. 2433 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Additional Contact Information Send payments to: (required if different from above) Company name used as payee Contact name: Title: Address: City, State, ZIP Telephone: Email: Office servicing Collier County to place orders (required if different from above) Contact name: Title: Address: City, State, ZIP Telephone: Email: Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 20 16.C.4.c Packet Pg. 2434 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Collier County Solicitation 2 -7734 Co xw CoUMt.Y � Aamn1Str.:rtr.-o Scr.'ICC5 Departmo,t P.c enl _er a:s !} •• � Form 5: Immigration Affidavit Certification This Affidavit is required and should be signed, by an authorized principal of the firm and submitted with formal solicitati n submittals. Further, Vendors are required to enroll in the E-Verify program, and provide acceptable evidence of their enrollment, at the time of the submission of the Vendor's proposal. Acceptable evidence consists of a copy of the properly completed E-Ver fy Company Profile page or a copy of the fully executed E-Verify Memorandum of Understanding for the company. Failure to include this Affidavit and acce table evidence of enrollment in the E-Verif ro ram ma deem the Vendor's ro osal as non-responsive https://www.e-verify.gov/. Collier County will not intentionally award County contracts to any Vendor who knowingly employs unauthorized alien worke s, constituting a violation of the employment provision contained in 8 U.S.C. Section 1324 a(e) Section 274A(e) of the Immigrati n and Nationality Act ("INA"). Collier County may consider the employment by any Vendor of unauthorized aliens a violation of Section 274A (e) of the Such Violation by the recipient of the Employment Provisions contained in Section 274A (e) of the INA shall be grounds unilateral termination of the contract by Collier County. Vendor attests that they are fully compliant with all applicable immigration laws (specifically to the 1986 Immigration Act a d subsequent Amendment(s)) and agrees to comply with the provisions of the Memorandum of Understanding with E-Verify and to provide proof of enrollment in The Employment Eligibility V r-· ation System (E-Verify), operated by the Department of Homeland Security in partnership with the Social Security Admi stra on at the time of submission of the Vendor's proposal. Company Name Ansafone Contact Cent Print Name armat Signature 4-7-20Date __________ _ 3/9/2020 8:02 AM p.21 16.C.4.c Packet Pg. 2435 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) I Collier County colr'Je'Y County� Adminis1r�li\-e Services Departrr.ent Pr.:.-cun:m:nt ServiDt:s DNi:ir:n Solicitation 2 -7734 Form 6: Vendor Substitute W -9 Request for Taxpayer Identification Number and Certification In accordance with the Internal Revenue Servi ce regulati ons, Colli er County i s requi red to collect the following informati on for tax reporti ng purposes from indivi duals and compani es who do bus i ness with the County (i ncludi ng soci al security numbers if used by the indivi dual or company for tax reporting purposes). Florida Statute 119.071(5) requires that the county noti fy you i n wri t i ng of the reason for collecti ng this informati on, whi ch wi ll be used for no other purpose than herein stated. Please complete all informati on that applies to your business and return with your quote or proposal. 1.General Information (provi de all information) 2. Taxpayer Name Ansafo ne Contact Centers, LLC (as shown on income tax return) Busi ness Name (if different from taxpayer name)Address P.O. Box 221 4 State ________________ _ CityOcala, FL 344 78 Zip. ____________________ _ Telephone _______ _ Emai l _________ _ Order Information (Must be filled out) Address 1 01 NE 2nd Street Ci ty Ocala FL State _F"-'L==---�--'Z""i""p�34�4�7�0 Email_ Billi ng@Ansafone.com Remit/ Payment Information (Must be filled out) Address 1 0 1 NE 2nd Street City_ Ocala FL __ _ State _FL __ Zip3447 0 Emai l _ Billi ng@Ansafone.com __ Indi vi dual / Sole Proprietor _x_ Corporati on __ Partnership __ Tax Exempt (Federal income tax-exempt entity under Internal Revenue Service guidelines IRC 50l(c)3) __ Limited Liabi l i ty Company ____ Enter the tax classification D= 3.Taxpayer Identification Number (for tax reporting purposes only) Federal Tax Identificati on Number (TIN) _4_5-5_3_72_0_a3 _________________________ _ rovide a social security number rior to an award). 4.S Unde on shown on thisform is correct to my knowled e. r=-';'.3r'-::--::L,,C'7"--"-'--'--'--'-'--'-"!,L,.--'-"c_:___:c-'-'---'-"-'-----:;;;�;.....;'-,;,,,....,_==:::=::::�=:-'-..c..c....'-'--r;:;D::::at;::'.'.e---"""--------7 CEO 3/9/2020 8:02 AM 4-6-20 Phone Number 352-517-1700 p.22 16.C.4.c Packet Pg. 2436 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) Form W-9 Req uest for Taxpayer Give Form to the {Rev. October 201 8) Identification Number and Certification requeste r. Do not Department of the Treasury send to the IRS. Internal Revenue Service ►Goto www.lrs.gov/FormW9 for instructions and the latest infonnation. 1 Name {as shown on your income tax re turn), Name i$ req uired on this line: do not leave this line blank. Ansafo ne Con tact Cente rs, LLC. 2 Business name/disregarded entity name, if different from above .; 3 Check appropriate box for federal tax classiflcatlo n of the person whose name is entered on line 1, Check only one of the 4 Exemptions (codes apply only to I following seven boxes.certain entities, not individuals; see Instructions on page 3): § 0 lndlv!d uaVsole proprieto r or D C Corporation D S Corporation D Partnership D Trust/estate ,; � single-member LLC Exempt payee code (If any) it1 0 limited liability company. Enter the tax erasslflcatlon (C=C corp oration, S""S corporat ion, P""Partnership) ► 0 ff Note: Check the appropriate box in the line above for the tax classification of the single-member owner. Do not check Exemption from FATCA reporting t! C LLC if the LLC fs classified as a single�member LLC that rs disregarded from the owner unless the owner of the LLC is code (If any) "C -another LLC that is not disregarded from the owner for U.S. fed eral tax purposes. otherwise, a single-member LLC that .. u ls disregarded fro m the owner should check the appropriate box for the tax classification of Its owner. D Other (see instructions) ►(A;,pU!i>!! w oocounl!: ma/nffllned outside 1/w:J U.S.) C. 5 Address (number, street, and apt. or suite no.) See instructions. Requester's name and address (opt!onaQ !/) l P.O. Box 2214 6 City, state, and ZIP code Ocala, FL 34478 7 List account number(s) here (opti ona0 . Taxpayer Identification Number (TIN) I $Qclal security number I Enter your TIN in the appro�ri �te box. !h� TIN provided must. match t�e name given on line 1 to avo id backup withholding. For ind 1v1duals, this 1s generally your sornal secunty number (SSN). However, for a [IJJ [D I I I I I resident alien, sole proprietor, or disregarded entity, see the instructions for Part I, later. For other - - entities, it is your employer identification number (EIN}. If you do not have a number, see How to get a ��-�-�� nN, later. ;:.o"-r--��=---�---� Note: If the account is in more than one name, see the instructions for line 1. Also see What Name and I Employer identification number Num ber To Give the Requester for guidelines on whose number to enter.45 -5372083 Certificat ion Under pe nalties of perjury, I certify that: 1. The number shown on this form is my correct taxpayer identification number (or I am waiting for a number to be issued to me); and 2.I am not subject to backup wi thholding because: (a) I am exempt fro m backup withholding, or (b) I have not been notified by the Internal Revenue Service (IRS) that I am subject to backup wlthholding as a result of a failure to report all tnterest or dividends, or (c) the IRS has notified me that I am no longer subject to backu p withhol ding: and exempt from FATCA reporting is correct. a been notified by the IRS that you are currently subject to backup withholding because or real estate transactions, item 2 does not apply. For mortgage interest paid, t. contributions to an individual ret irement arrangement (IRA), and generally, payments certification, but you must provi de your correct TIN. See the instructions for Part II, later. Sign Here General Instructions Section references are to the Internal Revenue Code unless othel'W'isenoted, Future developments. For the late st Information about developments related to Form W�9 and Its instructions, such as legislation enacted after they were publlshed, go to www.irs.gov/FormW9. Purpose of Form An individual or entity (Form W-9 requester) who is required to file an information retu rn with the IRS must obtain your co rrect taxpayer identification number (flN} which may be your social security number (SSN), indivldual taxpayer identification number (ITIN), adoption taxpayer identification number (ATIN), or em ployer identification number (EIN), to report on an information ret urn the amount paid to you, or other amount reportable on an lnfonnatron ret urn. Exa mples of information returns include, but are not Umlted to, the following. • Form 1099-INT Onterest earned or paid) Cat. No. 10231X Date ►� (� ;;)..el I • Form 1099-DIV (dividends, including those from sto cks or mutual funds) • Form 1099-M ISC (va rious types of income, prizes, awards, or gross proceeds) • Fo�m 1099-B (stock or mutual fund sales and certain other transactions by brokers) • Form 1099-S (proceeds from real estate transactions) • Form 1099-K (merchant card and third party network transactions) • Form 1098 (home mortgage interest), 1098-E (student loan interest), 1098-T (tuition) • Form 1 099-C (canceled debt) • Form 1099-A (acquisition or abandonment of secured property) Use Form W-9 only if you are a U.S. person (including a resident alien), to provid e your correct TIN. If you do not return Form W-9 to the requester with a TIN, you might be subject to backup with holding. See What is bac kup withholding,later. Fonn W-9 (Rev. 10-20 18) 16.C.4.c Packet Pg. 2437 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 55 66 Question and Answers for Solicitation #20 -7734 - Answering Service Overall Solicitation Questions There are no questions associated with this Solicitation. Question Deadline: Mar 24, 2020 5:00:00 PM EDT Solicitation 20-7734Collier County 3/9/2020 8:02 AM p. 23 16.C.4.c Packet Pg. 2438 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) 101 NE 2nd St Ocala, Florida 34470 352-547-1700 www.Ansafone.com Geo Diversity-Muti Site Binghamton, NY Baltimore, MD Miami, FL Santa Ana, CA Ocala, FL Ansafone WHY CHOOSE ANSAFONE? When choosing a contact center, it is not just about choosing a service provider. It is about choosing a partner and team of professionals with the skills you need to take you to the next level when it comes to quality customer service. With over 50 years of experience in several industries, Ansafone Contact Centers is the right partner for you. Ansafone offers a wide variety of services and features to keep your business going. Ansafone Contact Centers provides 24/7 live customer service, 365 days a year. When you outsource your operations to Ansafone, rest assured that your brand will be represented with the respect that it deserves. Our agents will be trained in your company’s best practices and culture to ensure that we are not only your partner, but a seamless extension of you. Additionally, we specialize in bilingual Spanish/English services and offer multilingual support call center services if the need arises. Ansafone Contact Centers uses multi-channel communication approach to ensure you stay connected to your customers. Our outsourced contact center services include phone, email management, and Interactive Voice Response (IVR). Our expertise in dispatch with utility and service companies, provides your company with the best practices and training. We will provide white glove services to Collier County. Power Company Agnostic Generators in each location PCU backs at each location Multi vendors for continuous Internet and phone Divergent facilities Continuity Plan available Advance Technology Genesys PureCloud Pinnacle Platform Cisco Applications Collier County Deserves the White Glove Treatment Benjamin Kuenzel, PE, Principal 21 DESIGN GROUP Office: 636-432-5029 ben@21designgroup.net Over See Multiple Water Companies Michelle Supplee, RCM Property Services Administrator REMS U.S. (Colliers) Main +1 704.910.8460 michelle.supplee@colliers.com Dispatch Maintance Emergencies Nicole Wiggin Installation Made Easy Manager, Call Center nwiggin@installationmadeeasy.com Home Service installation Contractor (partners with Costco, Floor & Décor, Lumber Liquidators) HOW DOES ANSAFONE KEEP YOUR BUSINESS GOING THROUGH HURRICANES OR PANDEMICS? WE ARE A STREEMLESS EXTENTION OF YOU UNIQUE OUTSOURCED CONTACT CENTER APPROACH REFERENCES 16.C.4.c Packet Pg. 2439 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Service) COMMUNICATION PLATFORM HIPAA and PCI Compliant Name Number Email 16.C.4.c Packet Pg. 2440 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering ON-CALL SCHEDULE CONTROL WHO IS ON-CALL MESSAGE MANAGEMENT ALERT SYSTEM HAVE MULTIPLE ON-CALL SCHEDULES FOR DIFFERENT DEPARTMENTS, LOCATIONS, SERVICES, ETC. HAVE UNIVERSAL LOGINS AND/OR PRIVACY LOGINS ACCESS TO THE SYSTEM THROUGH ANY WEB-BASED DEVICE The Pinnacle Web On-Call Management tab allows you to manage your On-Call schedules from any location where you have an internet connection. Using the interface, you can Edit, Copy, and Print your On-Call schedules. 16.C.4.c Packet Pg. 2441 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering ON-CALL SCHEDULE –CONT. •Easy-to-use buttons help you navigate the on-call schedule •Copy, edit, or delete an on-call record •Have a history of your on-call schedule -You can’t make changes to an on-call schedule if it is in the past •Print on-call schedules •You can have several people on-call simultaneously and rotating –Primary, Back up, or by department and/or type of dispatch, etc. •Dispatch can be done by live transfer, text, 2-way text, secure text, phone call, voicemail, email, posting to client portal, SFTP file transfers, via API, live transfer, etc. 16.C.4.c Packet Pg. 2442 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Web Oncall/Message Management Alert System This is used for temporary special instructions in which our dispatcher would place in the top “Locate” portion of your account for agents to override permanent information for the duration of the temporary special instruction. Example: Office in meeting holds all calls instead of dispatching. When an active call triggers a screen pop to your account, the agent will immediately see the special or temporary instructions posted to your account and will follow them. 16.C.4.c Packet Pg. 2443 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering ACCESS TO MESSAGES •You can see messages in one file, or by individually clicking on them •Each message will show the caller's information captured during a call. The time of each task related to what happens with the message handled by our dispatchers will post their actions and delivery times and will also include your employee who acknowledges the receipt of the message relayed and post any email/text or other electronic relays to an individual and/or distribution tree. •PCI/Credit Card/Payment sensitive information would not be included in Message Access here –Instead Secure Messaging would be used (see next slide) •Any questions about a message, you can simply click the message and send the dispatcher a question. You can also request a response. 16.C.4.c Packet Pg. 2444 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Secure Text/Email Messaging You will receive a text/email message from us with a link posted to that message. Click on the link and it will take you to an internet-based URL where you can log onto the Client Portal, and see your secure message. Two -way Secure Text Messaging Enabled -You can reply to our dispatchers via secure messaging inside the Secure Inbox Note: If the Secure Inbox Messages are colored Red and Green, The Red means you have not read a message and the Green means you have. Messages are kept in your Secure Inbox for seven (7) days, unless they are deleted by you. 16.C.4.c Packet Pg. 2445 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering REPORTS •Reports can be customized to fit your needs and for business analytics. •Our standard client report is called an ACD report (Automatic Call Distribution). An ACD report posts account statistics as well as call arrival patterns. •Another standard client report is our data report. It includes all the information our agents capture from a call. That data can be exported and formatted to fit onto an excel file format for you to access or other. •Customized reports can be created. Let us know what kind(s) of reports you need, and we will develop them. 16.C.4.c Packet Pg. 2446 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering All calls are recorded for monitoring and quality assurance purposes. You may have access to call recordings... Simply click the call record posted to Client Portal to listen to your calls. Note: You can hear what callers say, what our agents sound like, and how your staff conducts themselves on the call as well. Feature: You can filter records by date, time, and more on the Message Details Report Screen. Note: There is a cost associated with this feature to post call recordings from a separate secure data server onto the Client Portal. VOICE LOGGER 16.C.4.c Packet Pg. 2447 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering CHAT Ansafone’s professionally trained chat agents respond to inbound chat interactions offered to them in a timely manner. We provide the platform and we can build in the necessary agent support tools such as FAQ/knowledge base, Policies & Procedures, as well as scripted logical branching points to quickly respond with the appropriate answers and directives. Includes: Immediate Access to a Live Agent Includes: Proactive Support No Hardware or Software Required Includes: Secure Environment Value: Opens up more channels to communicate with current or prospective clients Pricing varies based on your specific workflows, data escalations, and report specifications. Ask you sales consultant. https://ansafone.com/contact-center-services/live-chat/ 16.C.4.c Packet Pg. 2448 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering EMAIL MANAGEMENT Ansafone’ Email Management feature allows for two-way interactions using canned responses or customized directives using a stored knowledge base similar to our web chat interaction setup but through email. Your organization can redirect an email address to Ansafone and Ansafone agents can reply back to an incoming email using your company email address. Pricing varies based on your specific workflows, data escalations, and report specifications. Ask you sales consultant. https://ansafone.com/contact-center-services/email- management-support/ 16.C.4.c Packet Pg. 2449 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering OTHER PLATFORM FEATURES AUTOMATED CHECKOUT VOICEMAIL TO EMAIL Scripting with Logical Branching Points Your scripts are programmed onto our CRM platform. When a call comes in an agent, our CRM guides their direction to… → Qualify Leads → Filter emergencies → Follow instructions based on time of day Automated Checkout When call forwarding, you hear an announcement notification… “your phone has been successfully forwarded.” No longer do you have to hold and wait for the agent to verify call forwarding your phone lines. Voicemail to Email When someone leaves a voicemail on your account, the recording will forward to you instantly via email to you as soon as the caller completes their message. 16.C.4.c Packet Pg. 2450 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering OTHER PLATFORM FEATURES CONT. An interactive (IVR) platform can guide callers to the right contact or department through automation. We can also setup a customized IVR experience that includes logical pathways to take care of callers on first pass via voice or pressing a number on your phone keypad. ***Pricing varies based on your specific workflows, data escalations, and report specifications. Ask you sales consultant. https://ansafone.com/contact-center-services/artificial- intelligence-technology-at-ansafone/ API Possibilities-Is your platform API ready? Our software is too! APIs make your software “talk” to our software, so our Customer Service Professionals never log- in to your software directly. Saves on time, training, and more accurate. We can send and receive an API. Placement Accountments-let your callers know where they are in the call queue to reach a live voice! This is customizable. 16.C.4.c Packet Pg. 2451 Attachment: 20-7734 Ansaphone_Proposal (14212 : Award RFQ No. 20-7734 for Answering Notice of Recommended Award Solicitation: 20-7734 Title: ANSWERING SERVICE Due Date and Time: April 9, 2020 at 3:00 p.m. Respondents: Company Name City County State Bid Amount Responsive/Responsible Ansercomm N/A N/A N/A $ 1,125.00 N/N McGhee and Associates, LLC Manhatten N/A KS $ 2,425.00 N/N Ansafone Contact Center LLC Ocala Marion FL $ 5,975.00 Y/Y xtDirect Omaha N/A NE $ 6,750.00 Y/NA Daupler Inc Kansas City N/A MO $ 6,775.00 Y/NA Securus Contact System Happy Valley N/A OR $11,925.00 Y/NA Promoveo, LLC Bolivar N/A MO $5,482,828.49 Y/NA Utilized Local Vendor Preference: Yes No Recommended Vendor(s) For Award: On March 9, 2020, the Procurement Services Division posted Request for Quotes 20-7734 for ANSWERING SERVICE. The County issued 2,714 notices and Fifty-Two (52) bid packages were viewed. On April 9, 2020 the County received seven (7) bid responses as summarized above. Staff reviewed the bids received and determined that Ansercomm (no documents provided) and McGhee and Associates, LLC (business closed since Covid-19) were not responsive or responsible because they did not turn in the required bid documents. It was further reviewed and determined that ANSAFONE CONTACT CENTER LLC is the lowest responsive and responsible bidder. Staff therefore recommends that a PO driven agreement be awarded to ANSAFONE CONTACT CENTER LLC, the lowest responsive and responsible bidder, for a total contract amount of $5,975.00 per month. Contract Driven Purchase Order Driven Required Signatures Project Manager: Pamela Libby Procurement Strategist: Sue Zimmerman Procurement Services Director: __________________________________ _________________ Sandra Herrera Date DocuSign Envelope ID: F89DFC87-9688-4ECC-8ACA-4DD412262B4A 6/25/2020 16.C.4.d Packet Pg. 2452 Attachment: NORA 6-24-20 final (14212 : Award RFQ No. 20-7734 for Answering Service) ANY PROPRIETOR/PARTNER/EXECUTIVEOFFICER/MEMBER EXCLUDED? INSR ADDL SUBRLTR INSD WVD PRODUCER CONTACTNAME: FAXPHONE(A/C, No):(A/C, No, Ext): E-MAILADDRESS: INSURER A : INSURED INSURER B : INSURER C : INSURER D : INSURER E : INSURER F : POLICY NUMBER POLICY EFF POLICY EXPTYPE OF INSURANCE LIMITS(MM/DD/YYYY) (MM/DD/YYYY) AUTOMOBILE LIABILITY UMBRELLA LIAB EXCESS LIAB WORKERS COMPENSATIONAND EMPLOYERS' LIABILITY DESCRIPTION OF OPERATIONS / LOCATIONS / VEHICLES (ACORD 101, Additional Remarks Schedule, may be attached if more space is required) AUTHORIZED REPRESENTATIVE EACH OCCURRENCE $ DAMAGE TO RENTEDCLAIMS-MADE OCCUR $PREMISES (Ea occurrence) MED EXP (Any one person) $ PERSONAL & ADV INJURY $ GEN'L AGGREGATE LIMIT APPLIES PER:GENERAL AGGREGATE $ PRO-POLICY LOC PRODUCTS - COMP/OP AGGJECT OTHER:$ COMBINED SINGLE LIMIT $(Ea accident) ANY AUTO BODILY INJURY (Per person) $OWNED SCHEDULED BODILY INJURY (Per accident) $AUTOS ONLY AUTOS HIRED NON-OWNED PROPERTY DAMAGE $AUTOS ONLY AUTOS ONLY (Per accident) $ OCCUR EACH OCCURRENCE CLAIMS-MADE AGGREGATE $ DED RETENTION $ PER OTH-STATUTE ER E.L. EACH ACCIDENT E.L. DISEASE - EA EMPLOYEE $If yes, describe under E.L. DISEASE - POLICY LIMITDESCRIPTION OF OPERATIONS below INSURER(S) AFFORDING COVERAGE NAIC # COMMERCIAL GENERAL LIABILITY Y / N N / A (Mandatory in NH) SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE THE EXPIRATION DATE THEREOF,NOTICE WILL BE DELIVERED IN ACCORDANCE WITH THE POLICY PROVISIONS. THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIODINDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER. IMPORTANT: If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must have ADDITIONAL INSURED provisions or be endorsed. If SUBROGATION IS WAIVED, subject to the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the certificate holder in lieu of such endorsement(s). COVERAGES CERTIFICATE NUMBER: REVISION NUMBER: CERTIFICATE HOLDER CANCELLATION © 1988-2015 ACORD CORPORATION. All rights reserved.ACORD 25 (2016/03) CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) $ $ $ $ $ The ACORD name and logo are registered marks of ACORD ANSAF-1 OP ID: DB 03/23/2020 Deanna Berger Shorepoint Insurance Services CA License # 0K07568 1120 Bristol St. Costa Mesa, CA 92626-5964 Ray Markley 714-430-0035 Sentinel Insurance Company Federal Insurance Company Ephonamation.com, Inc. dbadba Ansafone Contact Centers,Ansafone Contact Centers, LLCEndicott Comm, Inc.101 NE 2nd StreetOcala, FL 34470 Travelers Indemnity Co America Benchmark Ins. Co. A X 2,000,000 X X 72SBABC8682 12/01/2019 12/01/2020 1,000,000 10,000 2,000,000 4,000,000 X 4,000,000 2,000,000 1,000,000A X 72SBABC8682 12/01/2019 12/01/2020 XX X 4,000,000A X 72SBABC8682 12/01/2019 12/01/2020 4,000,000 XD WCB19357002 11/01/2019 11/01/2020 1,000,000 1,000,000 1,000,000 C X 106604101 12/01/2019 12/01/2020 B Professional EONG46887815001 12/01/2019 12/01/2020 The additional insured is named additional insured according to policy wording. COLLCBC Collier County Board of Commissioners 3295 Tamiami Trail East Naples, FL 34112 714-430-0035 11000 20281 25666 41394 Emp Ben. Crime 16.C.4.e Packet Pg. 2453 Attachment: 20-7734 Ansaphone_Insurance_exp 12-1-2020 (14212 : Award RFQ No. 20-7734 for Answering Service)