Request for Proposal for Software & Services: Contact Center ...

Request for Proposal for Software & Services: Contact Center as a Service Issued by: New York City Employees’ Retirement System January 30, 2018

Software & Services: Contact Center as a Service

Page i

Proposal Reference ID#: 3092018-CCaas2

Proposal Release Date: 1/30/2018

Dear Prospective Respondent:

The New York City Employees’ Retirement System (“NYCERS”) is initiating a Request for Proposal (“RFP”) for a comprehensive Contact Center as a Service (“CCaaS”) and Interactive Voice Response (IVR) solution and services.

The determination for award shall be made to the responsible proposer(s) whose proposal is determined to be the most advantageous to the New York City Employees’ Retirement System and the City, taking into consideration the price and such other factors or criteria that are set forth in this RFP.


RFP ID#: 3092018-CCaas2 Page 2

Table of Contents A. Scope of Services ................................................................................................................................ 5

A.1. NYCERS Background ............................................................................................................. 5 A.2. Project Objectives ................................................................................................................... 5 A.3. NYCERS Client Service Current State ................................................................................... 6 A.4. Current State Private Branch Exchange (PBX) Overview .................................................... 10 A.5. NYCERS Client Service Current Application Landscape ...................................................... 12 A.6. Future Requirements Overview ............................................................................................ 13

Call Handling & Inbound Interaction Routing ........................................................... 13 Agent Desktop......................................................................................................... 15 Client Outreach ....................................................................................................... 16 Workforce Management & Administration ............................................................... 16 Operational Reporting ............................................................................................. 17 Integrations ............................................................................................................. 18 Security ................................................................................................................... 19

A.7. Project Management & Administration .................................................................................. 20 Project Schedule & Weekly Status Reports ............................................................ 20 Requirements Validation ......................................................................................... 20 Implementation Services ......................................................................................... 21 Testing .................................................................................................................... 21 Training & Knowledge Transfer ............................................................................... 21 Outgoing Transition / Transition Services ............................................................... 21

A.8. Ongoing Services ................................................................................................................. 23 Ongoing Support & Maintenance ............................................................................ 23 Service Management .............................................................................................. 23 Required Deliverables ............................................................................................. 24

A.9. Project Phases and Project Duration .................................................................................... 25 Project Phases ........................................................................................................ 25 Project Duration ...................................................................................................... 26

A.10. Project Success Factors ....................................................................................................... 26

B. Proposal Instructions ......................................................................................................................... 27

C. Proposal Terms And Conditions ........................................................................................................ 33

D. Evaluation And Contract Award ......................................................................................................... 35 D.1. Evaluation Procedures .......................................................................................................... 35 D.2. Evaluation Criteria ................................................................................................................ 35 D.3. Basis of Award ...................................................................................................................... 36

E. Glossary of Terms ............................................................................................................................. 37

F. Attachments 38 F.1. Contact Center Business Capability Model ........................................................................... 38



F.2. NYCERS Contact Center PHASE 1 and Phase 2 ................................................................. 38 F.3. NYCERS Contact Center Personas ...................................................................................... 41

Client Non-Self-Service ........................................................................................... 41 NYCERS CSR ......................................................................................................... 42 NYCERS CSR Manager or Supervisor ................................................................... 43

F.4. NYCERS Current Call Flows and Skills ................................................................................ 44 F.5. NYCERS Sample Current Client Service Performance Tracking Reports ............................ 47

G. Appendix 50 G.1. Iran Divestment Act Compliance Rider For New York City Contractors ................................ 50 G.2. Doing Business Data Form Notice ........................................................................................ 50 G.3. Living Wage Rider ................................................................................................................ 50 G.4. Paid Sick Leave Rider .......................................................................................................... 50 G.5. NYCERS Sample Agreement For IT Consulting Service ...................................................... 50 G.6. “ Appendix A” General Provisions Governing Contracts For Consultants Professional,

Technical, Human And Client Services ................................................................................. 50 G.7. “Appendix A1” NYCERS Supplemental Provisions Governing Systems Integration Contracts

for Technology Projects ........................................................................................................ 50

H. Response Templates ......................................................................................................................... 51 H.1. Customer Reference ............................................................................................................. 51 H.2. Staffing Experience ............................................................................................................... 51 H.3. Requirements Traceability Matrix (upload and create link to NYCERS.org) ........................ 51 H.4. Cost Proposal Phase 1 ......................................................................................................... 51 H.5. Cost Proposal Phase 2 ......................................................................................................... 51 H.6. Cost Proposal Phase 3 ......................................................................................................... 51 H.7. Respondents Exceptions To This RFP ................................................................................. 51 H.8. Vendor Information Form ...................................................................................................... 51 H.9. Acknowledgement of NY State Freedom of Information ....................................................... 51 H.10. Acknowledgement of Addenda ............................................................................................. 51 H.11. Bidder’s Certification of Compliance with Iran Divestment Act .............................................. 51 H.12. Doing Business Data Form ................................................................................................... 51 H.13. Affirmations and Broker Forms ............................................................................................. 51

List of Figures PBX Flow for Main Directory ................................................................................................ 11 NYCERS Contact Center Business Capability Model .......................................................... 13

List of Tables Table 1. Contact Center Overview ....................................................................................................... 5 Table 2. Contact Center Staffing Overview (NYCERS Users).............................................................. 7



Table 3. 2016 Top Call Types .............................................................................................................. 7 Table 4. NYCERS 3-Year Contact Center Performance ...................................................................... 8 Table 5. NYCERS In-Person Counter Services (3/14/16 – 12/31/16) .................................................. 9 Table 6. NYCERS In-Person Retirement Counseling (3/14/16 – 12/31/16) ......................................... 9 Table 7. NYCERS 3-Year Customer Service Performance ................................................................ 10 Table 8. Current State Client Service Applications ............................................................................. 12 Table 9. Expected CCaaS Phase 1 and Phase 2 Integrations ........................................................... 18 Table 10. NYCERS Data Classifications .............................................................................................. 19 Table 11. Required Deliverables .......................................................................................................... 22 Table 12. CCaaS Services Responsiveness — Service Level Requirements...................................... 23 Table 13. CCaaS Services Responsiveness — Service Level Requirements...................................... 23 Table 14. Required Deliverables .......................................................................................................... 24 Table 15. Project Phases ..................................................................................................................... 25 Table 16. Technical Proposal Format & Content ................................................................................. 28 Table 17. Cost Proposal Format & Content ......................................................................................... 32 Table 18. Evaluation Criteria & Weighting ............................................................................................ 35



A. Scope of Services

A.1. NYCERS Background The New York City Employees' Retirement System (“NYCERS”) was founded by the New York State Legislature in 1920 with 13,331 members. Today, NYCERS has grown into the largest municipal public employee retirement system in the United States, with over 300,000 active clients and retirees, including civilian employees such as clerical workers, accountants, social workers, and uniformed employees such as New York City Correction Officers and Sanitation Workers (“Clients”).

NYCERS is a defined benefit retirement plan. Defined benefit retirement plans for public sector employees offer benefits which are defined in law. Generally, retirement allowances payable from such plans are based on a member's years of service, age, and compensation base. Other types of benefits such as loans, disability, and death benefits, are also offered and specified in law.

NYCERS Clients and their beneficiaries, as well as prospective NYCERS Clients, initiate approximately 50,000 interactions with NYCERS per month. These interactions address a wide range of pension-related inquiries, including topics related to retirement and disability benefits, loans, and proposed changes to Client records. Providing these Clients with consistently excellent, highly responsive Client service is an integral part of NYCERS goal of providing first-class client support and delivering a world-class client experience.

For more information on NYCERS, please visit www.nycers.org.

A.2. Project Objectives NYCERS is seeking a qualified Service Provider that would provide a comprehensive, industry-leading, omnichannel Contact Center as a Service (“CCaaS”) and Interactive Voice Response (IVR) solution and services.

NYCERS envisions a comprehensive integrated solution that will facilitate a high degree of client self-service, enabling NYCERS Clients to resolve a wide array of inquiries without assistance from NYCERS Client Service Representatives while providing Client Service Representatives with the Client information required to provide prompt and complete information. Additionally, this solution will significantly expand the number of channels across which NYCERS currently engages Clients. Multi-channel capabilities will include voice, email, fax, chat, mobile and SMS / text.

The CCaaS solution will link into a larger modernization initiative within NYCERS, which includes the replacement of NYCERS' legacy pension administration system. The table below describes the major architectural components and how this Contact Center as a Service Project (“Contract Center Project”) fits within this broader modernization initiative.

Table 1. Contact Center Overview

Client Service Component Description

Customer Relationship Management NYCERS is currently in the process of procuring a Customer Relationship Management (CRM) solution. Please review and consider the scope and timeframes included in the NYCERS CRM RFP is responding with your proposal. The published CRM



Client Service Component Description RFP can he found on the City Record at: https://a856-cityrecord.nyc.gov/RequestDetail/20170824001) Information on the existing operations and applications which support CRM are included in Section 3 and Section 5, respectively.

Pension Administration NYCERS currently uses an existing legacy mainframe system (“PROD”) for pension administration.

Content Management NYCERS currently uses an existing FileNet Enterprise Content Management system, called NYCEwork, which supports the capture, indexing, and management of documents.

Web Self-Service

NYCERS currently uses a custom .NET application to provide members with web self-service support. As noted above, NYCERS is currently working to procure and implement a modernized CRM solution to replace this application. Information on the existing operations and applications which support CRM are included in Section 3 and Section 5, respectively.

Web Content Management Web Content Management is enabled through Drupal tool and technology.

Contact Center Currently refers to the voice (i.e., call) and email client support. The expanded scope is highlighted through the rest of this document, including the integrations which will provide the supporting technologies for channel enablement.

NYCERS anticipates that approximately 70 internal NYCERS Users will utilize the envisioned solution, which includes Client Service Managers and Client Service Representatives.

The scope of work described in this section is for the entire future state scope, which will be implemented in three phases.

A.3. NYCERS Client Service Current State NYCERS currently relies on four primary channels that enable interactions with Clients:

• NYCERS Contact Center - Voice Interactions • NYCERS Contact Center - Email Interactions • NYCERS Customer Service Center - In-Person Interactions • NYCERS Website – Web Self-Service Interactions

As stated previously, NYCERS anticipates that up to 70 internal NYCERS Users will utilize the envisioned solution, which includes Client Service Managers and Client Service Representatives (“CSR”) all of which support client service inquiries through the call center and email channel. CSRs manage the initial interaction with Clients, which can include transaction status (e.g. loans, buy back), pension payroll questions, or retirement counseling.

https://a856-cityrecord.nyc.gov/RequestDetail/20170824001

https://a856-cityrecord.nyc.gov/RequestDetail/20170824001



Table 2. Contact Center Staffing Overview (NYCERS Users)

Contact Center Resource Approximate Staff Description

Client Service Managers 10 Oversee NYCERS Contact Center department.

CSR 60 Call center staff that are responsible for initial client service inquiries.

All NYCERS Users are located at NYCERS’ offices located at 340 Jay Street, Brooklyn, NY.

The following subsections provide a comprehensive overview of all the channels currently delivered by NYCERS Client Service. Although the focus of this initiative will be to replace and expand the voice channel, overviews for current services related to in-person, email and web are also outlined to provide a clear picture of overall services.

Contact Center Overview – Voice and Email Interactions

The NYCERS Call Center is available Monday and Wednesday, 8 a.m. to 6 p.m., Tuesday and Thursday, 8 a.m. to 5 p.m. and Friday 8 a.m. to 3 p.m. The NYCERS Call Center also operates through a 24-hour automated telephone system outside of normal business hours. The Call Center is operated in the English language and additional language support is not required.

Information on NYCERS top call types are included below.

Table 3. 2016 Top Call Types

Rank Count Category

1 85,822 Loan Tier 3 & 4

2 46,723 Pension Payroll

3 25,164 CALLER-NO Member / Pension Number

4 24,774 Member Records

5 24,366 Death (Pensioner)

6 14,020 Miscellaneous

7 10,398 Buyback

8 10,016 Member Contact

9 9,625 Refund Application (Status)

10 8,205 1099R Active/Pensioner

11 7,688 Disability



Rank Count Category

12 7,528 Option Letter (Status)

13 7,068 NYCERS address inquiry

14 6,832 Service Evaluation

15 6,233 Letter Request-Award, Loan, etc.

16 4,068 Retirement

17 3,738 Web Services

18 3,724 Forms Faxed though HATS

19 3,707 Option Letter (Received)

20 3,563 Affidavits & All Others

Over the last several years, NYCERS has consistently met the internal service levels that are in place to measure and monitor call center service performance. In additional to service level measurement, NYCERS mails client service surveys to random callers in order to capture additional service satisfaction information1. NYCERS takes great pride in providing and continuing to be able to provide excellent customer service to Clients.

Table 4. NYCERS 3-Year Contact Center Performance

Goal 2014 2015 YTD 20162 % To Goal Total ACD Calls 378,593 382,881 97,254 Daily Average ACD 1,520 1,542 1,606 Transaction Time 0:03:00 0:02:50 0:02:46 0:02:56 2.04% Average Speed of Answer 0:00:21 0:00:10 0:00:10 0:00:15 28.57% Abandonment Rate 1% 0.78% 0.56% 0.84% 16.00% % Calls Answered 95% 99.23% 99.38% 99.01% 4.22% Service Level % 75% 85.65% 85.96% 81.58% 16.18%

All current calls are initially routed through a Private Branch Exchange (PBX), in which customers are authenticated at the point that they reach an agent as follows: Agent confirms a member/pension ID, plus the last four digits of their SSN, plus date of birth. NYCERS seeks to authenticate callers via an IVR using voice biometric technology. In addition, NYCERS seeks to utilize outbound phone campaigns to notify Clients of new services or transactional status updates.

2 YTD includes the first three months of 2016.



Email correspondence is managed by CSR Managers and the channel is not heavily used currently. Records of emails are scanned and recorded in NYCERS’ document management system, NYCEwork.

Customer Service Overview- In-Person Interactions

The NYCERS In-Person Customer Service Center is available Monday and Wednesday, 8 a.m. to 6 p.m., Tuesday and Thursday 8 a.m. to 5 p.m. and Friday 8 a.m. to 3 p.m.

Information on NYCERS in-person interactions are included below.

Table 5. NYCERS In-Person Counter Services (3/14/16 – 12/31/16)

Rank Number of Persons Arrived Queue

1 12,585 Benefit Estimate

2 8,331 Retirement Services

3 7,316 About Retirement

4 3,051 Option Selection

5 2,105 Survivor Claims

6 1,973 Retirement Counseling Appointment

Table 6. NYCERS In-Person Retirement Counseling (3/14/16 – 12/31/16)

Rank Number of Persons Arrived Queue

1 14,949 Change to Membership Account

2 11,027 Counter Quick Services

3 22,754 Loan Services

4 514 Make a Payment

Over the last several years, NYCERS has consistently met the internal service levels that are in place to measure and monitor customer service performance.



Table 7. NYCERS 3-Year Customer Service Performance3

Goal 2014 2015 YTD 2016 % To Goal Total Visitors 109,534 113,891 25,888 Counter Wait time 0:05:00 0:04:40 0:04:29 0:04:29 10.22% Examiner Wait time 0:18:00 0:16:27 0:14:54 0:16:12 10.03% Counter Trans time 0:05:00 0:04:06 0:04:16 0:04:29 10.44% Examiner Trans time 0:30:00 0:21:15 0:20:16 0:20:58 30.11%

NYCERS Website Overview - Web Self-Service Interactions

In addition to calls and in-person interactions, there are currently 170,000 online registered Clients using the MyNYCERS website for self-service assistance. Once authenticated via member / pension ID and assigned PIN, MyNYCERS provides a secure-web environment for Clients to perform the following self-service transactions:

View Account Balances Make a Payment Request a Change of Address Start Buy Back Applications Start Loan and Service Applications View Last Paycheck Retirement and Benefit Calculators View Service Summaries View Transaction Activity (e.g. Loans, Refunds)

A.4. Current State Private Branch Exchange (PBX) Overview As stated previously, all current calls are initially routed through a Private Branch Exchange (PBX), in which customers are offered several service options to select from before being placed in a queue and reaching a Customer Service Representative (CSR). The agent authenticates the caller by confirming a member/pension ID, plus the last four digits of their SSN, plus date of birth.

Calls are routed to CSRs based on skills and availability. The following diagrams illustrate the main vectors and call flows that were supported by the NYCERS PBX.

3 YTD includes the first three months of 2016.



PBX Flow for Main Directory



A.5. NYCERS Client Service Current Application Landscape

NYCERS current application landscape for Client Service consists of the following applications:

Table 8. Current State Client Service Applications

Application Description

NYCERS Call Center The NYCERS Call Center is currently supported by an on premise Private Branch Exchange (PBX) phone switch. The NYCERS PBX will be replaced as part of this envisioned CCaaS implementation.

NYCERS HATS NYCERS HATS is an implementation of IBM’s Host Access Transformation Services (HATS) version. HATS enables NYCERS CSRs to query the NYCERS legacy mainframe system using a Windows-based software platform. HATS streamlines CSRs’ use of mainframe green screens through the use of hot keys. NYCERS also leverages HATS to view, manage, and maintain Client interaction logs.

NYCERS is currently working to procure and implement a modernized Customer Relationship Management (“CRM”) solution to replace this application. Respondent will be required to provide services integrating the CCaaS solution with the CRM.

MyNYCERS MyNYCERS is a completely custom NET web application that provides NYCERS members with credentialed access to key account information (e.g., account balances, years of service, address). Clients can also use MyNYCERS to initiate certain actions, like making a payment or changing an address. MyNYCERS accesses a SQL database that is refreshed on a database with NYCERS current mainframe system.

NYCERS is currently working to procure and implement a modernized Customer Relationship Management (“CRM”) solution to replace this application. Respondent will be required to provide services integrating the CCaaS solution with the CRM.



A.6. Future Requirements Overview This section provides a high-level overview of NYCERS desired business capabilities for the Contact Center Project. These capabilities are summarized below in the NYCERS Contact Center Business Capability Model (Figure 2).

This section is a narrative overview intended to complement the detailed requirements documented in the Requirements Traceability Matrix. This section does not describe all requirements articulated in Response Template H.3.

For additional context, NYCERS has included Client Personas in the Attachment Section. These Client Personas are representative user descriptions, used to identify similar patterns of Client needs and behavior.

NYCERS Contact Center Business Capability Model

The selected vendor will be responsible for providing a solution that will enable the following business capabilities:

Call Handling & Inbound Interaction Routing NYCERS is seeking a highly automated, self-service based approach to call and other channels, with the goal of minimizing the need for Clients to interact with CSRs.

Clients will be able to interact with NYCERS in a self-service IVR through speech recognition and touchtone (DTMF). NYCERS envisions that virtual agent/virtual assistant functionality will shape the Client experience in the IVR environment by responding to natural language. Clients will be able to authenticate their identity using voiceprint technology and utilize available channels such as SMS and email to complete transactions available via the IVR. For example, a Client will be able to request a form to be emailed or update their personal profile, such as a mobile number, through the IVR using SMS. Upon authentication, the solution will tailor personalized interactions, messaging and predictive routing for individual Clients, based on that Client’s account and interaction history.



The Client will also have the ability to change self-service channels – for example starting the interaction in a self-service chat (virtual assistant) and seamlessly moving into a self-service phone interaction via click-to-call.

If the Client’s needs are not met via self-service, the solution will queue and route the Client to a CSR.

Example capabilities of interaction routing include:

I. . Routing & Transfers (including automatic routing based on time of day) II. . Predictive Routing

III. Omnichannel Capabilities / Self-Service IV. Tools to Support Multi-Channels V. Queuing

VI. Automatic Call Distributor (“ACD”) VII. Music on Hold

VIII. . Custom Greeting IX. Announcements (including automatic play of Emergency Announcement)

NYCERS envisions a solution that will support the following IVR capabilities:

i. Natural Speech Recognition / Natural Language

ii. Text to Speech

iii. Speech Authentication (Biometrics)

iv. Caller Self-Service & Fulfillment

v. Virtual Agent / Virtual Assistant

vi. Touchtone Support (DTMF)

vii. Automated Assist



Agent Desktop To facilitate a high level of customer service, NYCERS envisions a solution that will include a robust set of Agent Desktop capabilities for handling Client communications.

CSRs will be able to respond to and interact with Clients utilizing an array of multi-channel communication tools that include voice, Web chat, SMS messages, and email. CSRs will also be able to engage the same Client across multiple communication channels to better resolve the Client’s needs (e.g., voice and Web chat), creating a multimodal interaction. CSRs will be able to seamlessly transition Clients from one channel to another as needed during the same interaction. Phones for the voice channel will be supported through soft phones on the agent desktop.

Desktop screen pops will provide agents with key information regarding inbound Client calls, including Client information (e.g. Client name, Client member number), activity taken in IVR by the Client immediately preceding their transfer to a live agent, as well as a Client’s previous interaction history with NYCERS.

A comprehensive set of internal communication tools, including instant messaging and warm call transfer will facilitate seamless call escalation between CSRs and their Managers, as well as in-call coaching by Managers (“whisper” functionality).

It is essential that the contact center solution be able to record interactions between the CSRs and the Client for quality control purposes. This includes call recording, screen play-back, and chat scrapes, as well as other quality assurance tools. To enable on-going call quality management and oversight, NYCERS envisions a solution that will support recording of both inbound and outbound calls.

Example capabilities of agent desktop include:

i. Pass IVR information to Customer Service Representative

ii. Agent Screen Pops / CTI

iii. Information Disbursement (e.g. Appointment Reminders)

iv. Call Recording

v. Contact History

vi. Agent Scripts

vii. Agent Call Notes

viii. Call Screen Images

ix. Tools to Support Multi-Channel Communications

x. Multimodal Interactions

xi. Soft Phones

xii. Internal Communication Tools (e.g. IM, Transfers, Conferencing)



Client Outreach In addition to managing inbound communications, NYCERS needs to coordinate multi-channel outbound communications with Clients. These communications may take the form of communications to individual Clients to follow-up on a previous inquiry, or large-scale campaigns to simultaneously disburse information to a large number of Clients. Managers will utilize the CCaaS solution to coordinate outbound campaigns, composing and approving content that Clients will receive, as well as selecting and scheduling CSRs to actually execute the campaign and leverage CRM integration to record the success or failure of the outreach for future reference and reporting.

Sample capabilities associated with client outreach include:

i. Multi-Channel Campaigns Including Voice, SMS, and Email

ii. Design campaign

iii. Populate systems with customer information

iv. Outbound Dialing

v. Automate outbound dialing per NYCERS-approved schedule

vi. Customer call backs

Workforce Management & Administration NYCERS envisions a solution that will enable comprehensive administrative and workforce management functionality. NYCERS Managers will leverage solution capabilities to schedule call center resources, manage their availability for Client interactions, and manage development of CSRs’ skill sets. The solution will be able to assist Managers with workforce management using configurable, automated workforce management routines (e.g. automatically making any CSR “not available” if they ignore calls). Furthermore, Managers will have the ability to monitor and continuously improve the overall quality of call center service by reviewing CSRs’ performance (e.g. call records and chat sessions), identifying areas for improvement, and scheduling those Representatives for additional training.

NYCERS will use the solution to configure and, as necessary, modify routing of inbound calls. Dynamic routing capabilities will enable call routing based on both Client traits and CSRs’ competencies.

NYCERS will also be able to easily configure and modify call flows and call announcements based on changing business needs. NYCERS will be able to design and update post-interaction customer surveys.



Sample capabilities of workforce management include:

I. Forecast Demand II. Resource Scheduling

III. Adding/Removing Agent Skills IV. Real-time Dashboard of Agent & Call Activity

Sample capabilities of administration management include:

i. Call Flow Configurations

ii. Create and Update Customer Surveys (requires integration with CRM)

iii. Create and Update Call Announcements

iv. Security

v. Auditing & Diagnostic Tools

Operational Reporting NYCERS envisions a CCaaS solution that will enable extensive reporting and analytics capabilities for all supported interaction types. For example, NYCERS seeks to gain deep insights into call trends such as volume, call time, call subject matter (e.g., which topics are “trending” among Client, and when), Client characteristics, and CSRs’ individual and group performance. The solution will enable real-time reporting to monitor on-going CSR activity, as well as historical reporting.

Sample capabilities of operational reporting include:

i. Operational and Process Analytics

ii. Call Quality Management

iii. Real-Time Dashboards



Integrations NYCERS’ expectation is that the selected vendor will facilitate integrations between existing applications and the envisioned CCaaS solution.

Particularly important is the integration between the Customer Relationship Management (“CRM”) solution and the CCaaS solution to ensure consistency of client information. NYCERS is interested in the types of call tracking information the CCaaS solution can share with the CRM systems, to support the ability to run integrated reporting on all channels through the CRM solution.

NYCERS also envisions that Client data considered private and confidential data will be secured at all times. Please see additional security information in Section g, below.

Integrations will typically key off of a primary identifier, such as a Client member number or other unique identifier. Integrations will also need to be able to trigger business rules in the IVR in order to deliver personalized scripting and messaging to the Client regarding their NYCERS products and services that are available through multiple interaction channels (e.g. balances, loan payments, etc.). For example, if a caller has a loan application, the system will be able to check information on their loan in an integrated system which tracks loans and then deliver personalized IVR messaging to caller on the status of their loan application.

The CCaaS solution must support leading commercially available methods of integration (e.g. APIs for web services, pre-built connectors, etc.). Known integrations for all phase implementations are listed in the Table below.

Table 9. Expected CCaaS Phase 1 and Phase 2 Integrations

Exchange / Integration Name Description

Customer Relationship Management Solution (TBD) NYCERS is currently in the process of procuring a CRM solution.

Office365 Office365 is utilized across NYCERS and email notices will be processed via Exchange.

Existing Mainframe System NYCERS legacy mainframe system (“PROD”)

NYCEwork NYCEWork is an existing FileNet Enterprise Content Management system which supports the capture, indexing, and management of documents.

VoIP Solution Cisco Unified Call Manager 11.5.1.12900-21.



Security NYCERS works with private and confidential Client data. As such, the following measures must be in place to facilitate the protection of this data.

Table 10. NYCERS Data Classifications

Information

Label and Risk

Data Type (Examples*) Sensitivity of Data Control(s)

1. NYCERS - Highly

Confidential Protected by Law

(High Risk)

Social Security Number

High Risk Data types listed as standalone or in combination with other data types are considered high level risks. Applies to the most sensitive information that is intended strictly for use within NYCERS. Its unauthorized disclosure could seriously and adversely impact NYCERS and/or its members/retirees. Disclosure would be subject to NYS and NYC (other) Breach Disclosure Laws.

• Data must be appropriately labeled

• Add data classification notation in report header

• Encrypt whenever physically sent offsite or electronically transmitted externally (including the DOITT networks)

• Implement user access controls to prevent unauthorized access

• If mailed, use dual envelope (one for the material and a separate external envelope for the address)

• Attach NYCERS information exchange notice

• Destroy upon completion of use (e.g. shredding)

• Subject to clear desk policy

• Needs to be locked in a secure cabinet/room

Bank Account Number, Bank Routing Number

Medical Records

Designated Beneficiary Name & Address

Drivers License Number

All Whistleblower related information

Passwords

2. NYCERS – Confidential

(Moderate Risk)

The Following are Confidential Moderate Applies to less-sensitive information that is nonetheless intended for use within NYCERS. Unauthorized disclosure of this information could adversely impact NYCERS and/or its members/retirees. While some data may not require confidential treatment on its own, certain data in combination may pose a potential threat if exposed outside of the NYCERS environment. For that reason, certain data in combination must be identified as posing a moderate risk.

• Data must be appropriately labeled

• Add data classification notation in report header

• Encrypt whenever sent out of NYCERS and DOITT networks

• Implement user access controls to prevent unauthorized access

• If mailed, use dual envelope (one for the material and a separate external envelope for the address)

• Attach NYCERS information exchange notice

• Destroy upon completion of use (e.g. shredding)

• Subject to clear desk policy

• Needs to be locked in a secure cabinet/room

Pension Account Data

Loan Account Data

Legal Documentation (e.g. Bankruptcies)

Legal Settlements

Employee History

Performance Evaluations

NYCERS Strategies – pre-approval

NYCERS Specific System Documentation

If (2) of the Following are Combined, Treat as Confidential Name Member Number

Address Pension Number

Phone Number Date of Birth

3. NYCERS - Public (Low Risk)

All unclassified information and information subject to Freedom of Information Law (FOIL)

Low Risk NYCERS’ information made public is a low level risk. Applies to all other information that does not clearly fit into any of the above classifications. While unauthorized disclosure of public information is against policy, it is not expected to seriously or adversely impact NYCERS and/or members/retirees.

No Control(s) mandated

* This list considers the majority of data types, but does not consider all of them. Please contact your supervisor or Division Director with questions and additional explanations.



The CCaaS will store only the necessary data to complete Client authentication or to call up related Client information, transactions, or records to complete a client service interaction. Information stored in the CCaaS may include (but may not be limited to) primary “keys” such as: • Client Name • Client Employee Number • Client Member Number • Client Date of Birth • Client Last Four Digits of Social Security Number It is expected that all data will be encrypted while in-motion and at rest.

A.7. Project Management & Administration

Project Schedule & Weekly Status Reports i. For the delivery of the Contact Center Project, the selected vendor will assign a primary point of

contact to work directly with NYCERS throughout the implementation (e.g., project manager). ii. The selected vendor will provide a detailed, comprehensive implementation / project plan and

schedule, with clearly articulated project milestones. iii. The selected vendor will provide status reports on a weekly basis, tracking project progress against

pre-defined milestones, describing upcoming planned activities, and documenting project risks (including recommended mitigation strategies) as they arise.

iv. The selected vendor will hold weekly project status meetings with NYCERS.

Requirements Validation i. The selected vendor will be responsible for validating that the requirements documented in

Response Template H.3 can be delivered as originally proposed. The selected vendor will be responsible for indicating which, if any, requirements would need to be addressed through additional configuration, custom development, and/or integration with third party applications.

ii. Following validation of requirements, the selected vendor will submit a Requirements Traceability Matrix (RTM) as a deliverable. The RTM will be either a) unchanged from the selected vendor’s original proposal, reflecting requirements can be met as proposed, or b) revised to highlight where updates to requirements are needed (e.g., configurations, customizations, and/or integrations with third party applications).

iii. To ensure NYCERS has a clear understanding of how requirements will be met, the selected vendor must also provide additional notes to accompany the RTM, where necessary.



Implementation Services i. The selected vendor will be responsible for implementation services for the Contact Center Project

identified in this Section A, Attachments F.1 - F.5 and identified as mandatory requirements in Response Template H.3.

ii. The selected vendor will be responsible for implementing all anticipated CCaaS integrations.

Testing i. The selected vendor will be responsible for carrying out formal end-to-end functional and non-

functional testing of all components specific to the NYCERS implementation, including integrated components. Testing will include, but not be limited to, system testing, integration testing, performance testing and UAT, as required.

ii. The selected vendor will draft and submit to NYCERS a detailed test plan for NYCERS' review and approval prior to commencing any testing.

iii. The test plan must clearly describe how the execution of testing will confirm that all agreed upon requirements will be met as intended.

iv. The test plan must also include the delivery of detailed testing reports to NYCERS by the selected vendor at appropriate, regular intervals throughout the testing process.

Training & Knowledge Transfer i. The selected vendor will be responsible for the development of a training plan. Following approval

of this training plan by NYCERS, the selected vendor will administer on-site training for the CRM solution for both end-users and NYCERS system administrators / technology staff.

ii. The selected vendor will be responsible for the development of a training manual for NYCERS staff. This is in addition to any standard training materials the selected vendor makes available to NYCERS.

iii. Training materials must be developed for the following NYCERS roles: CSRs, Managers, System Administrators / Technology Staff.

Outgoing Transition / Transition Services i. The selected vendor must cooperate with NYCERS and any subsequent vendor in activities related

to turnover of responsibilities. ii. The selected vendor will develop an outgoing transition plan when requested by NYCERS.

Required Deliverables Listed below are the deliverables that are required to be provided upon the completion of the scope of services described above:



Table 11. Required Deliverables

Administration & Workforce Management Capabilities Definitions

Project Schedule / Implementation Plan Detailed, comprehensive implementation / project plan and schedule, with clearly articulated project milestones.

Weekly Status Reports Weekly status reports tracking project progress against pre-defined milestones, describing upcoming planned activities, and documenting project risks (including recommended mitigation strategies) as they arise.

Validated Requirements Upon validation of requirements, the selected vendor will submit as a deliverable a Requirements Traceability Matrix (RTM).

Interface Design Specifications

The detailed interface design specifications will be a written document describing the technical specifications of the exchange of data between systems and should contain all visual and other interaction requirements including the details, exceptions, error cases, notifications, and other required design elements.

Functional Design Document The Functional Design Document will be a written document that demonstrates how the solution will be configured in the CCaaS solution to support NYCERS validated requirements and demonstrate where customization will be necessary.

Test Plan Detailed test plan for carrying out formal end-to-end functional and non-functional testing of all components specific to the NYCERS implementation, including integrated components.

Training Plan Detailed training plan for on-site training for the CCaaS solution for both end-users and NYCERS system administrators / technology staff.

Training Materials

Training manual for NYCERS staff in addition to any standard training materials the selected vendor makes available to NYCERS. Training materials must be developed for the following NYCERS roles: CSRs, Managers, System Administrators / Technology Staff.

Transition Plan Outgoing transition plan detailing how NYCERS Staff will take over operational control of the solution from the selected vendor.



A.8. Ongoing Services

Ongoing Support & Maintenance i. The selected vendor must make clear which portions of the CCaaS solution can be maintained by

NYCERS and which cannot. ii. The selected vendor will provide ongoing maintenance and system administration, including

system backup / recovery, disaster recovery services, and security.

Service Management i. A key objective of this agreement is to attain service-level requirements (“SLRs”). Service Level

Agreements (“SLAs”) are specified where the business impact from the failure to meet significant mission-critical services or objectives would warrant a credit when not met.

ii. The selected vendor will provide written reports to NYCERS regarding vendor’s compliance with the SLRs specified in this SOW Schedule.

iii. NYCERS envisions using a service level structure such as the following at the end of the Transition Period. The vendor would be expected to consistently meet or exceed the following SLRs. All times referenced are in Eastern Time.

iv. Service Level Requirements

Table 12. CCaaS Services Responsiveness — Service Level Requirements

CRM Availability SLRs

Service Type Service Measure Performance Target SLR

Overall System Availability

Availability per Location

Sun-Sat, 0000-2400 99.99%

Definition Percentage of time the system and all functionality is available, excluding mutually agreed upon regular recurring maintenance windows.

Measurement Interval Measure Weekly, Report Monthly

Table 13. CCaaS Services Responsiveness — Service Level Requirements

Service Responsiveness SLRs


CCaaS Solution Change Timeliness

Elapsed Time ≤ 2 weeks of request 99.99%

Definition Number of change requests made by NYCERS of the vendor that are



Service Responsiveness SLRs


successfully completed within Performance Target/Total number of requests occurring during the Measurement Interval.

Time to Respond Incident Response Within 15 minutes 99.9% Definition The time elapsed from occurrence of

the incident to the time the vendor notifies NYCERS of the incident.

Measurement Interval Measure Weekly, Report Monthly Time to Resolve Incident Response High ≤ 1 hour 99.9% Medium ≤ 24 hours 99.9% Low ≤ 1 week 99.9% Definitions The time required for circumvention

or solution after reporting a problem.

High: Incidents which immediately impair core business functionality, including the ability to use material solution functions and perform call center functions. Effectively, an unscheduled total outage. All users, including Clients, are immediately impacted.

Medium: Impacts non-core business functionality, even if workarounds exist. Impacts subsets of users or all users.

Low: Bug or minor problems that in no way limits material functionality. Impacts subsets of users or all users.

Measurement Interval Measure Weekly, Report Monthly

Required Deliverables

i. Listed below are the deliverables that are required to be provided upon the completion of the scope of services described above:

Table 14. Required Deliverables


Ongoing Support & Maintenance Materials

Detailed plans for selected vendor’s ongoing maintenance and system administration plan and materials, including




system backup / recovery, disaster recovery services, and security.

Service Management Materials

Document Service Level Agreements (SLAs) plan between the post production support vendor and NYCERS. This plan should include roles and responsibilities and define reporting and reporting frequency. The plan should also define reporting, communications, and escalation procedures for outages and incident management.

A.9. Project Phases and Project Duration

Project Phases i. The Contact Center Project will be implemented as two initial phases which will include the

following:

Table 15. Project Phases

Phase Number Phase Description

Phase 1

Implementation of new IVR, replacing current on-premise PBX phone switch.

Replicate existing state call flows and design / implement all core functionality related to routing and queuing of interactions. Enable automatic call distributor (ACD).

Implementation of the Agent Call Center Solution as detailed in requirements matrix including, campaign management, workforce management, administration management, and operational reporting.

Complete all integrations necessary to enable Phase 2 functionality

Phase 2

Implement client enrollment and authentication solution which includes use of voiceprint biometrics.

Implement Self-Service capabilities to manage call inquiries such as disbursements, form requests, application status, pension check status, etc.,

Complete all integrations to enable Phase 2 functionality

Phase 3

Provide Agents with 360 View of a Client in CCaaS solution via integration with CRM (this involves the replace of the HATS applications previously mentioned).

Complete all integrations to enable Phase 3 functionality



ii. Contact Center Project functionality is contained in the detailed requirements documented above in

this Section A, Attachments F.1 - F.5 and identified as mandatory requirements in Response Template H.3.

iii. As an end result of this initiative, NYCERS envisions replacing the current on-premise PBX phone switch, enabling Self-Service transactions through the IVR, and an integrated CRM solution. No components of the current voice system will be re-purposed.

iv. The additional scope of work for future phases as detailed above in this Section A and Attachments F.1 - F.5, is identified as nice to have requirements in Response Template H.3. The remaining scope will be implemented at a later date at NYCERS sole discretion.

v. Additional phase information can be found in Attachment F.2. vi. While NYCERS has provided an overview of a 3 phase implementation, Respondents may suggest

an alternative approach (such as concurrent implementations) in achieving the desired end results. In addition, Respondents are expected to support and implement the required CRM integration (procurement pending) to ensure NYCERS realizes all benefits sought.

Project Duration i. NYCERS is interested in an approach that ensures rapid deployment for Phase 1 and a project

duration of no more than twelve (12) months for the completion of Phase 2 and Phase 3. However, Respondents are encouraged to provide a timeline based on the understood requirements. Upon the completion of each phase, ongoing support services, as outlined in Section 8, will be provided on an annual basis and renewed by NYCERS at its discretion. Vendors should provide a schedule for the completion of this project in their project plan. The project duration should not exceed twelve (12) months. NYCERS expects the project to be implemented in the phases listed in Section 9 (a), above. The Vendor can specify an alternative project timeline in their project plan.

A.10. Project Success Factors a. Acceptance of all required deliverables by NYCERS, within the agreed upon timeline, and within

the agreed upon cost. b. Successful implementation of a CCaaS and IVR solution that fulfills the following criteria:

i. Solution is ready for NYCERS to use and enhance as needed on an on-going basis. ii. Solution maximizes self-service and leverages an IVR that is equipped to handle a majority

of Client interactions. iii. Solution offers a rich, personalized omnichannel customer experience for Clients. iv. Solution offers a seamless and integrated customer service to NYCERS Clients regardless

of how they choose to communicate (e.g. channel) and prior actions. v. Solution is intuitive and easy-to-use for NYCERS Users and Clients.



B. Proposal Instructions A pre-proposal conference will not be held. Upon receipt of this request, you are afforded the opportunity to e-mail questions to the designated contact at [email protected].

Designated Contact: Cheryl Greenidge

335 Adams Street, Suite 2300

Brooklyn, NY 11201

Email: [email protected]

The Table below lists the key dates and actions that apply to this RFP solicitation:

Event Address/Comments Due Date/Time

RFP to Vendors 1/30/2018

Vendor Questions to NYCERS Sent via email to Designated Contact

2/13/2018 before 5:00pm EST

NYCERS’ Response to Vendor Questions published in City Record

2/23/2018

RFP Submission Due Date 3/9/2018 before 5pm EST

Date RFP responses will be opened and reviewed

3/12/2018 – 5/2/2018

Vendor Demonstrations 4/26/2018 – 5/11/2018

Notice of Award to Vendor 5/18/2018

Vendors must submit their proposals via one email with two separate attachments. These attachments must be clearly marked 1) “Technical Proposal” and 2) “Cost Proposal.” The required content of each email attachment is listed below, in Table 16 and Table 17.



When preparing their Technical Proposal and Cost Proposal, vendors must structure and label their responses using the required section headings in Table 16-17 below, and clearly addressing the content laid out for each section:

When preparing their Technical Proposal and Cost Proposal, vendors must structure and label their responses using the required section headings in the tables below, and clearly addressing the content laid out for each section:

Table 16. Technical Proposal Format & Content

Required Section Heading

Required Subsection Heading Subsection Content

Section I – Proposed Solution

A. Solution Overview • Description of the proposed CCaaS solution o Description of the proposed CCaaS

solution (functional and technical) that addresses all elements outlined in Section A and Response Templates H.1-H13. Description should include the cloud provider or hosted provider for the proposed CCaaS solution.

• Integration Support o A listing of all prebuilt integrations to

third party solutions for the proposed CCaaS solution.

o Describe how your solution integrates with CRM solutions, including the degree to which call tracking and other interactions tracking data can be shared and stored in the CRM.

• Assumptions and Exclusions o Assumptions and exclusions made

regarding the proposed solution, if any. B. Solution

Administration • Solution Administration

o Description of system management tools and system administrator portal, as well as how routine changes such as user adds / deletes and workflows changes are managed.

C. Solution Security • Overview of Solution Security o An overview of the solution security,

including practices to manage security including data centers, network security practices, and customer data protection methods. Indicate any security certifications or accreditations the vendor has successfully completed.

• Physical Security





o Description your practices for managing security at your data centers.

• Network Security o Description of your network security

practices, including measures in place ensuring secure connectivity for all voice and data passed by the hosted solution to any and all endpoints.

• Client Data Protection o Description of how customer data is

protected in the data centers. Response should include the specification of minimal amount of customer data your solution requires to be stored within the proposed CCaaS solution to process client interactions, how you ensure that customer data is protected, and how you ensure data is not available to other customers and/or internal employees.

• Incident Response o Description of the vendor’s incident

response plan. D. Disaster Recovery • Disaster Recovery

o Provide a detailed description of the vendor’s disaster recovery strategy, system backup features, failover testing, and redundancy.

o Describe your solution's system backup and recovery features.

o Outline the vendor’s data center locations.

o Describe how the proposed CCaaS solution performs within industry standard norms for sound fidelity, jitter, packet loss, latency and other routinely used performance metrics. Using standard measurements and computational methods, describe how your system consistently provides a mean opinion score (MOS) of four or greater.

• Client Participation in Disaster Recovery Testing o Describe how NYCERS can (or cannot)

participate in this testing process and any restrictions.

Section II – Project Management and Administration

A. Project Schedule and Weekly Status Reports

In the preparing their response, vendors should fully review and consider Section A. For each subsection A-F, address the following: • Approach





B. Requirements Validation

C. Implementation Services

D. Testing E. Training &

Knowledge Transfer

o A detailed description of all the work required to successfully complete the Contact Center Project, including proposed project approach, discrete project tasks, and any implementation assumptions.

• Project Plan and Timeline o Detailed project plan for implementing

the proposed CCaaS solution that includes all project phases, deliverables and other key milestones as outlined in Section A.9.

• Roles and Responsibilities o A detailed description of the project

roles and responsibilities for the project, including a table or equivalent that clearly delineates roles and responsibilities for the implementation and ongoing maintenance between NYCERS and the selected vendor.

F. Transition Services • Transition Services Description o Description of the support services the

vendor will provide for transition services at the end of the services. This must include a detailed exit strategy and migration plan with detailed delineation of roles and responsibilities between NYCERS and vendor.

Section III – Ongoing Services

A. Ongoing Support and Maintenance

• Solution Maintenance and Release Management o A detailed description of system

maintenance procedures, including maintenance schedules, communications, and unavailability. Response should include information on all types of releases, such as security updates, system maintenance, and system enhancements.

o Describe the SDLC used to implement releases.

o Provide your product roadmap with all planned major and minor releases for the next three (3) years.

• Client Control Over Solution Maintenance & Releases

o Describe how new functions and features are released to clients and NYCERS ability to control which new features are implemented.





B. Service Management

• Description of Service Levels o Outline the SLAs supported by the

proposed CCaaS solution, as well as the compensation / service credits if SLAs are missed and SLA reports that will be provided.

• Reporting and Communications o Describe how outages are reported

and ongoing communications are handled during an outage.

o Describe how incidents are tracked, classified and reported, including resolution and escalation procedures.

• SLA Assumptions Exceptions o Note exceptions to the SLAs and SLA

structure that NYCERS has outlined in Section A.

Section IV – Project Team

• Vendor Project Team o Provide composition of project team

(i.e., members directly employed by vendor and any subcontractors). Include a profile of each staff member that will be utilized to deliver the scope of services as specified in Section A.

• Vendor Project Team Resumes o Proposed vendor project team resumes

(i.e., narrative of prior experience), roles and responsibilities as well as any resource commitments expected from NYCERS for the project, including % dedicated and any required skills or experience.

• Staff Experience Matrix o Vendors must complete Staff

Experience Matrix in their response indicating the years of experience for the proposed project team.

Section V - References • Three customer references involving projects with the same scope of services in the last 3 years. NYCERS may elect to check references if the vendor is being considered for an award. Vendors must use Customer Reference Response Template in preparing this response.

Section VI – Requirements Matrix

• Vendors must also include a completed Requirements Traceability Matrix in their response indicating how their proposed solution will meet the functional and technical requirements.





Section VII – Additional Response Templates

• Vendors must complete the following additional Response Templates and include these in their response:

o Vendor Information Form o Vendor Acknowledgment of New York

State Freedom of Information Law o Acknowledgment of Addenda o Iran Divestment Act Compliance Rider

and Bidder’s Certification o Doing Business Data Form o Affirmations & Broker’s Certification

Cost Proposal must include all anticipated project costs for the first three (3) years using the required format in Response Templates H.4 through H.6. In their response, vendors should specify if they have a New York State Office of General Services (“OGS”) or Federal General Services Administration (“GSA”) contract.

Table 17. Cost Proposal Format & Content

Required Section Heading Subsections and Section Content

Cost Proposal

• Vendors must complete the Cost Proposal included as Response Templates H.4 through H.6.

Vendors may be asked to provide an in-person demonstration or proof of concept of the proposed CRM solution. Invitations will be at NYCERS’ sole discretion. NYCERS will not assume any costs related to these presentations.

Contract will be fixed cost and deliverable-based.

All responses to this RFP must be submitted electronically (via email with attachments) to the Designated Contact at [email protected].

All documents submitted in response to this RFP must be in either Adobe PDF or Microsoft Word format.



C. Proposal Terms And Conditions 1. RFP solicited for a Customer Relationship Management solution. The services are specified in

Section A –Scope of Services.

2. The Term of this Agreement is up to three (3) year with three (3) options to renew for one (1) year each.

3. Vendors are hereby notified of the City of New York’s Prompt Payment Policy: a. The prompt payment provisions of PPB Rule § 4-06 are applicable to payments made

under this Agreement. The provisions generally require the payment to the Contractor of interest on payments made after the required payment date, as set forth in the PPB Rules.

b. The Contractor shall submit a proper invoice to receive payment, except where the Agreement provides that the Contractor will be paid at predetermined intervals without having to submit an invoice for each scheduled payment.

c. Determination of interest due will be made in accordance with the PPB Rules and the applicable rate of interest shall be the rate in effect at the time of payment.

4. Vendors are hereby notified that the prices stated in their proposals are irrevocable until the contract is awarded, unless the proposal is withdrawn, and that offers may be withdrawn only after the expiration of 90 days from opening and only in writing received by NYCERS in advance of the award. If applicable, NYCERS may request a cost breakdown of the proposed price.

5. Any amendments by NYCERS to this RFP shall be set forth in writing, and sent to all prospective Vendors known to have received this RFP and/or published on the City Record online. Such amendments shall be distributed within a reasonable time to allow prospective Vendors to consider them in preparing their proposals.

6. Vendor’s Acknowledgment of NYS Freedom of Information Law. Vendor shall give specific attention to the identification of those portions of their proposals the Vendor deems to be confidential, proprietary information or trade secrets and provide any justification why such materials, upon request, shall not be disclosed by NYCERS. Such information must be easily separable from the non-confidential section of the proposal.

7. Vendors must fully complete and submit all Response Templates (H.1 - H.13) in order to be considered for an award. Missing Response Templates may result in disqualification.

8. Response Template H.13 and the Certificate of Insurance (COI) must be submitted by the Vendor upon the issuance of the contract award or within ten (10) days of issuance of the contract award.



Response Template H.13 and the COI do not have to accompany the Proposal response; however, the submission of Response Template H.13 and the COI with the Proposal response will not disqualify the proposer from consideration of the contract award.

9. Pursuant to New York City’s Procurement Policy Board Rules, Vendors have the right to appeal NYCERS non-responsiveness determinations within five (5) days and NYCERS non-responsibility determinations within ten (10) days and to protest NYCERS’ determination regarding the solicitation or award of a contract in writing to NYCERS, 335 Adams Street, Suite 2300, Brooklyn, NY 11201.

10. The New York City Comptroller is charged with the audit of the contract in New York City. Any Vendor who believes that there has been unfairness, favoritism or impropriety in the proposal process should inform the Comptroller, Office of Contract Administration, 1 Centre Street, Room 10005, New York, NY 10007; telephone number (212) 669-2323.

11. NYCERS reserves the right to request up to three (3) years of Certified Annual Financial Statements to complete our evaluation of proposals. Respondents are required to submit response by the specified due date.



D. Evaluation And Contract Award

D.1. Evaluation Procedures All proposals accepted by NYCERS will be reviewed to determine whether they are responsive or non-responsive. Proposals that are determined by NYCERS to be non-responsive will be rejected.

NYCERS’ Evaluation Committee will evaluate and score all remaining proposals based on the Evaluation Criteria documented below. Discussions may be conducted with vendors submitting acceptable proposals and the panel may request a Best and Final Offer. However, NYCERS reserves the right to award the contract on the basis of the initial proposals received, without discussions. Therefore, the initial proposal should contain its best terms.

• Business Component = 70% • Financial Component = 30%

D.2. Evaluation Criteria The proposal must include a vendor’s Proposal submission and a Cost Proposal submission. The vendor’s project plan and approach 20%, qualifications, and references will be worth 10%, and the proposed cost will be worth 30%. Viability and Quality of the Proposed Solution 40%. The Cost Proposals will be opened and evaluated by the Committee using the following criteria and weight assignments:

Table 18. Evaluation Criteria & Weighting

Criteria Weight

Project Plan & Approach 20%

Cost 30%

Qualifications & Relevant Experience

(Quality of Proposed Team / References)

10%

Viability & Quality of Proposed CCaaS Solution 40%

Please Note: Each Response will be weighted as follows

Rating Points Unacceptable 0 Fails to Meet Standards 1 Meets Standards 2 Exceeds Standards 3 Exceptional 4



D.3. Basis of Award A contract will be awarded to the responsible proposer whose proposal is determined to be the most advantageous to NYCERS and the City of New York, taking into consideration the price and such other factors or criteria that are set forth in this RFP.

NYCERS reserves the right to evaluate and/or reject all bids, in whole or in part, and to waive or modify technicalities, irregularities, and omissions, or solicit new proposals if, in NYCERS’ judgment, the best interest of NYCERS will be served. Following bidding selection and prior to signing a contract, NYCERS reserves the right to further negotiate cost or other specifics. In the event any proposer is not available to report for his/her assignment, NYCERS reserves the right, at its sole discretion, to evaluate a replacement candidate from the selected proposers or seek the services from the proposer with the next highest Final Composite Score.

Vendors are notified that the prices stated in their proposals are irrevocable until the contract is awarded, unless the proposal is withdrawn, and that offers may be withdrawn only after the expiration of 90 days from opening and only in writing received by NYCERS in advance of the award. If applicable, NYCERS may request a cost breakdown of the proposed price.



E. Glossary of Terms

Contact Center Refers to service currently provided through voice (i.e., call) and email channels and therefor includes the NYCERS Call Center.

Client Service All elements of customer service provided by all channels, including voice, email, in-person, web and other.

Customer Service Refers to service currently provided through NYCERS in-person counter service.

Web Self-Service Refers to service currently provided through NYCERS web application.



F. Attachments

F.1. Contact Center Business Capability Model

F.2. NYCERS Contact Center PHASE 1 and Phase 2 Phase 1

Phase 1 will focus on the replacement of NYCERS on-premise PBX phone switch. During Phase 1, the vendor will replicate existing state call flows and design / implement all core functionality related to routing and queuing of interactions to include enabling the Automatic Call Distributor.

Additionally, the vendor will complete the design of the client authentication solution which may include use of voice biometrics.

Phase 1 will include the following core functions related to interaction routing:

• Existing Call Flow Replication • Routing and transfers • Queuing • Automatic Call Distributor • Creation of custom greetings

Phase 1 will also provide additional enabling system capabilities, including:

• Design of Client authentication solution • General Requirements

o password management



o tracking contact history • Reporting

o Basic Interaction Tracking (call log)

Phase 1 Service Channel Enablement:

• Email • Fax • Voice

Phase 1 Integrations:

• Office365 • VoIP

Phase 2

Phase 2 will focus on the replacement of existing customer IVR components, including loan modeling and forms request / distribution. During Phase 2, automatic speech recognition (ASR) and natural language capabilities will be enabled.

Additionally, the client authentication solution designed in Phase 1 will be implemented.

Phase 2 will include the following core functions related to the IVR:

• Existing IVR Replication • Implement Client authentication / Speech authentication (Biometrics) • Natural Speech Recognition / Natural Language • Text to Speech • Caller Self-Service & Fulfillment • Virtual Agent / Virtual Assistant • Touchtone Support (DTMF) • Automated Assist

Phase 2 will also provide additional enabling system capabilities, including:



• Agent desktop tools • Client Outreach / Outbound Campaign management • Workforce management • Administration management • Enhanced operational reporting.

Phase 2 Service Channel Enablement:

• Chat • Mobile • SMS / Text

Phase 2 Integrations

• CRM • NYCEwork • PROD



F.3. NYCERS Contact Center Personas

Client Non-Self-Service



NYCERS CSR



NYCERS CSR Manager or Supervisor



F.4. NYCERS Current Call Flows and Skills The following diagrams illustrate the main vectors, call flows, and skills that were supported by the NYCERS IVR.

Call Flow for Main Directory



NYCERS CSR Skills

Skill Name Skill Number Website Info Sk28 VP LoanAvailHlp VP Loan Status Hlp VP Loan Quote Fail VP Loan Info Help VP GenericCC Skill 75 VP Fraud Skill 73 VP Form Help VP ErrorOutGenrlHlp VP Error Out Skill 42 VP CallerFailAuth VP Call Center Skill 78 VP Back End Error Skill 61 VP AuthentFail Skill 60 VP Assistance Skill 74 VoicePrtEnroll Skill 49 Vesting Skill 66 TransferServices Skill 67 Spanish ACD Something Else Skill 47 TSK 59 Skill 9 Service Sum Skill 63 Refunds Skill 65 Pensioners ACD Skill 3 Pensioner Selse Skill 53 Pensioner Death Skill 38 Pensioner Cola ACD PensionDthClaim Skill 71 Pension ACD Skill 58 Pay By Phone Skill 55 MemberAppl Skill 20 Member Selse Skill 52 LocationInfo Skill 54 Gener CC Skill 9 Fedral Tax With Skill 36 Disability Skill 64 Death Claim Skill 56 Curr.Ret.Appl. Skill 57



Skill Name Skill Number Curr Retire Appl Opt Buy Back Skill 62 AnnualDisclosure Skill 68 All Other Questions Skill 69 AddressPrblmHlp Skill 46 Active Death. Active Death Skill 39



F.5. NYCERS Sample Current Client Service Performance Tracking Reports NYCERS 2015 Client Service Satisfaction Survey Reporting

Sample report summarizing the results of Client Service Satisfaction Surveys. Surveys are for call center and customer service (i.e., in-person counter service). Client Service Satisfaction surveys are mailed to approximately 2% of call and in-person customer service interactions in order to capture additional service satisfaction information.



NYCERS Call Center Tracking Reports

1,6401,607 1,571

0

500

1,000

1,500

2,000

Aver

age

calls

per

day

Call Center- Daily Call Average 2016

0:00:000:00:040:00:090:00:130:00:170:00:220:00:26

Aver

age

Spee

d vs

. 21

sec

goal

Call Center- Average Speed of Answer 201620152014Goal



0:02:270:02:310:02:360:02:400:02:440:02:480:02:530:02:570:03:010:03:06

Aver

age

Tran

sact

ion

Tim

e vs

. 3 m

in g

oal

Call Center- Transaction Time2016201520142013Goal

90%92%94%96%98%

100%

% A

nsw

ered

vs.

95%

goa

l

Call Center- % Calls Answered 2016201520142013



G. Appendix

G.1. Iran Divestment Act Compliance Rider For New York City Contractors

G.2. Doing Business Data Form Notice

G.3. Living Wage Rider

G.4. Paid Sick Leave Rider

G.5. NYCERS Sample Agreement For IT Consulting Service

G.6. “ Appendix A” General Provisions Governing Contracts For Consultants Professional, Technical, Human And Client Services

G.7. “Appendix A1” NYCERS Supplemental Provisions Governing Systems Integration Contracts for Technology Projects

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_09_iran_divest_act_comp_rider.pdf

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_10_doing_bus_data_form_notice.pdf

https://www.nycers.org/sites/main/files/file-attachments/living_wage_rider_3172128_1.doc

https://www.nycers.org/sites/main/files/file-attachments/paid_sick_leave_law_rider_-_2015_10_13_-__legal_6100302.pdf

https://www.nycers.org/sites/main/files/file-attachments/sample_it_consultant_contract_with_approved_language_from_law_department....doc

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_11_apndxa_general_provisions_002.pdf

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_11_apndxa_general_provisions_002.pdf

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_12_sample_agreement.pdf

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_12_sample_agreement.pdf



H. Response Templates

H.1. Customer Reference

H.2. Staffing Experience

H.3. Requirements Traceability Matrix

H.4. Cost Proposal Phase 1



H.7. Respondents Exceptions To This RFP

H.8. Vendor Information Form

H.9. Acknowledgement of NY State Freedom of Information

H.10. Acknowledgement of Addenda

H.11. Bidder’s Certification of Compliance with Iran Divestment Act

H.12. Doing Business Data Form

H.13. Affirmations and Broker Forms

https://www.nycers.org/sites/main/files/file-attachments/repondent_references_form.docx

https://www.nycers.org/sites/main/files/file-attachments/nycers_ccaas_-_staffing_experience.xlsx

https://www.nycers.org/sites/main/files/file-attachments/nycers_ccaas_-_requirements_-_updated_9.12.17.xlsx

https://www.nycers.org/sites/main/files/file-attachments/nycers_ccaas_-_pricing_worksheet_phase_1.xlsm



https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_g_rfp_exceptions.xlsx

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_h_vendor_info_form.docx

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_i_vendor_acknow_nys_freedom_of_info.docx

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_j_acknow_of_addenda.docx

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_k_bidders_cert_of_comp_iran.docx

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_appendix_10_doing_bus_data_form_notice.pdf

https://www.nycers.org/sites/main/files/file-attachments/lrp_rfp_template_m_affirmation_broker_form.docx

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