PROCURMENT- DEPT OF TECHNOLOGY-TOLLFREE PHONES FEB 22

State of Maryland

DEPARTMENT OF INFORMATION TECHNOLOGY (DoIT)

Request for Proposals (RFP)

This procurement is being conducted as a Small Procurement as described in COMAR 21.05.07, not to exceed $25,000.

1. Background

Maryland law requires all State agencies to have toll-free access to their agencies and officials. Each State agency is required to have at least one toll-free number available for citizenry access. By providing toll-free services, the caller is not assessed long distance charges for dialing any State agency or official. Thus, citizens, via these toll-free service capabilities, are assured telephone access to State government at no direct cost.

DoIT provides a statewide contract to departments and agencies for the procurement of toll-free and associated enhancement services. Toll-free services include inbound, outbound and two-way capabilities and include four toll-free platform-based services which are Network ACD

Voice Portal, Inbound Contact Center Manager and Network Voicemail.

The contract also includes the capability for agencies to select additional calling features, such as announcements and providing for high-volume connections. The departments and agencies using these features to support services provided to Maryland’s citizens include Natural Resources, Port Administration, Comptroller, Prepaid College Trust College Savings Plan, Motor Vehicle Administration, Insurance Administration and Health and Mental Hygiene.

In August of 2009, MCI Communications Services, Inc. in Hanover, MD, was awarded a five year contract to provide toll-free services. These services have been available statewide through similar contracts for approximately 10 years.

1.2 Scope of Work

Due to the state of the economy and cost containment, it is necessary for DoIT to look at opportunities for cost savings statewide for toll-free services. Through this small procurement, DoIT intends to contract with an independent contractor to perform the following services:

1.2.1 Determine the inventory of toll-free numbers procured statewide through the current master contract. The inventory shall include:

v How many toll-free numbers have been procured statewide, broken down by agency

v The actual toll-free numbers and the name of the agency associated with the numbers

v The call volume for each toll-free number

v Total cost per agency by toll-free number, including the cost of the number itself and all associated services

v Total cost statewide for toll-free services

1.2.2 Determine consolidation opportunities across the agencies.

1.2.3 Provide recommendations to DoIT for other cost-saving opportunities.

1.2.4 Verify how many of the toll-free numbers accomplish what is required by Maryland law (State Government Article §10-1201). For any that do not, explain why they do not.

1.2.5 Determine how many toll-free calls are answered by call centers that provide only other contact information, versus the ability to "do business with the State".

1.2.6 Determine what ancillary costs are associated with the toll-free numbers in the inventory. If so, what of those costs support only the toll-free numbers, versus other telecom services, including toll-free (in other words, if the State eliminated the "other costs", would this interfere with a service other than toll-free).

1.2.7 Determine the quantity of toll-free numbers for several other states and compare the ratio of toll-free numbers to citizens.

1.3 Deliverables

1.3.1 Toll-free inventory (Section 1.2.1)

1.3.2 Report to DoIT (responses to Sections 1.2.2 through 1.2.7)

1.4 Contract Type

The resulting contract shall be for a Firm Fixed Price as described in COMAR 21.06.03.02. See Attachment A.

1.5 Contract Term

The term of the Contract that results from this RFP shall be for three weeks beginning upon award of the Contract which is expected to be on or about February 22, 2010.

1.6 Procurement Officer

The sole point-of-contact for purposes of this RFP prior to the award of any Contract shall be the Procurement Officer at the address listed below:

Susan Howells, Procurement Officer

Department of Information Technology

Information Technology Procurement Office

Telephone: 410-260-7179

Email: Sue.Howells@doit.state.md.us