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RFP-19-060 – Revenue Collections Services – Attachment F – Technical ProposalRespondent:Instructions: Respondent(s) shall provide a written response to each of the questions listed below in the yellow text box. When stated, responses shall include all minimum response requirements and clearly indicate the applicable sub-bullet (e.g., a., b., c.) for all provided descriptions. Respondent(s) may find additional details surrounding referenced requirements within Attachment K – Scope of Work. 1Proposal OverviewProvide an executive overview of your proposal and describe your organization’s ability to meet or exceed the requirements of this solicitation. Provide a high-level description of your organization’s mission, vision and goals. Describe your organization’s experiences and qualifications that demonstrate your unique capabilities to execute DOR’s required services. 2Collections Approach Provide an overview of your approach to collecting DOR’s tax debt. At minimum, responses shall: Describe your approach to collecting DOR’s tax debt, including a description of how your approach may change according to tax type, debt age, debt value and availability of debtor information (e.g. unlocated debtor); Provide flowcharts and/or diagrams depicting your collections process from the time you receive a warrant to the time you return a warrant to DOR. Each step of your collections process shall include an indicator of elapsed time; Describe your prior experience and approach to performing Financial Management Service (FMS) services (see SOW Section V); Describe how you may utilize predictive analytics to assess debt and influence your collections approach, as well as any tools you utilize to automate collections activities; andProvide samples of your standard operating procedures, letters, call scripts, bills, payment plans and any other forms of debtor correspondence. 3Skip Tracing Approach Describe your approach to skip tracing DOR’s accounts. At minimum, responses shall: Describe your processes, procedures, technologies, tools and data sources; Provide flowcharts and/or diagrams depicting your skip trace processes; Describe your ability to assess the accuracy of skip trace results; and Describe your ability to provide DOR accurate skip trace results (e.g. addresses and demographic information). 4Levy and Garnishment Approach Describe your approach to levying customer bank accounts and garnishing wages as described in Section XV of the SOW. At minimum, responses shall: Describe your approach to processing levies and garnishments, including your process for contacting customers, sending notices to banks, receiving and complying with power of attorney/debtor consent requests and the elapsed time to place and release levies;Describe your approach to utilizing data from DOR’s data matching vendor; Describe the skip tracing, customer contact, payment action attempts and quality assurance processes performed before levies or garnishments; Describe your approach to assessing the financial situations of debtors before executing a levy or garnishment action, including any options available to debtors with financial hardships; Describe your ability to avoid leaving customer accounts with small balances (e.g. less than $100) as a result of a levy; and Provide samples of your notices utilized for levy and garnishment actions. 5Project Management Approach Describe your plan to manage this project from award to implementation while meeting DOR’s requirements and performance standards. At minimum, responses shall: Describe your project management methodology; Provide a draft project plan describing how you plan to implement the processes, staff and technical resources required to meet the requirements of this solicitation. Project plans shall also incorporate how you plan to meet DOR’s Project NextDOR rollout requirements and deadlines. Plans shall indicate the length of time required by your organization to prepare for DOR’s second planned rollout (September 2020) following contract award; Describe your approach to communicating with subcontractor(s) and DOR; Describe your approach to ensuring high quality and timely delivery of contracted services; andDescribe your approach to identifying, mitigating and resolving risks and issues.6Future State Overview Describe your organization’s continuous improvement programs and practices. At minimum, responses shall: Describe recent improvements to your company’s organization, collections processes and/or technologies;Describe planned improvements to your company’s organization, collections processes and/or technologies; andDescribe how any planned improvements will impact your delivery of services to DOR, and your approach to ensuring successful implementation for DOR; and Provide the timeline for completion of planned improvements. 7Staffing: Staffing Plan Describe how you plan to execute Section IV of the SOW. At minimum, responses shall: Provide a draft staffing plan describing your proposed approach to assigning and managing staff working on DOR accounts. The staffing plan shall include how you plan to staff and manage required key personnel and day-to-day operations and IT support staff outlined in Section IV of the SOW; Describe your plan to utilize and manage subcontractor(s) to fulfill the requirements and performance standards of this solicitation; Provide your job descriptions and qualifications for key personnel and support positions;Provide a project organization chart indicating reporting structures and responsibilities of your employees, subcontractor(s) and DOR; Provide the total number of employees by function and location proposed for this solicitation; Describe the incentive and reward programs available to your employees; and Provide staff retention statistics including average employee tenure and turnover rates. 8Staffing: Staff Qualifications Describe how you plan to identify and assign the key personnel required in Section IV of the SOW. For each proposed personnel, provide, at minimum, the following: Name and job titles; Resume;Employee or subcontractor; Years with company; Location (City and State); Percentage of time committed to DOR; Description of collections, information technology and/or legal experience; Description of experiences with a client of similar size and scope to DOR; andRelevant skills, certifications, training and/or experiences.9Customer ServiceDescribe how you plan to provide DOR customers a high quality, exceptional experience as well as execute Section V of the SOW. At minimum, responses shall: Describe your approach to contacting customers, including the communications channels utilized and the times you will initiate contact; Describe how customers may contact your organization, including the communication channels available and your hours of operation; Describe your customer payment options; Describe your online customer resources; and Describe the means available to customers to provide feedback on the quality of your services. 10Quality Assurance Describe how you plan to execute Section VI of the SOW. At minimum, responses shall: Provide a draft quality management plan describing your proposed approach to quality planning, management, control and reporting; Provide a sample corrective plan used for a previous or current client used to address performance issues; Describe your plan to prevent, identify, document and resolve occurrences of employee and/or subcontractor non-compliance with your standard operating procedures, state and federal law and DOR’s requirements; Describe your plan for communicating occurrences of customer complaints and non-compliance; Describe your methods to analyze, utilize and communicate customer feedback; Describe your plan to prevent, identify, document and resolve customer complaints; andProvide the standard response times for issue escalation.11Training ProgramDescribe how you plan to execute Section VII of the SOW. At minimum, responses shall: Describe your training programs for new and veteran experienced employees assigned to DOR accounts; Provide your plan to provide ongoing training to employees to ensure they remain abreast and compliant with all collection laws and DOR requirements; Provide a sample training plan, including training description, target audience, and timing of course(s); and Provide sample course content, materials and/or visuals from your current training programs. 12Modernization and Technical Capabilities Explain the technical capabilities of your organization, and describe how you plan to execute Sections VIII and IX. At minimum, responses shall: Describe your Information Technology department/business unit, its infrastructure, processing capabilities and solutions/tools used to manage IT operations;Describe the software and technical resources you will utilize to manage accounts assigned to DOR and perform migration and collections activities; Describe the experience, qualifications, location and number of IT staff you have available to support DOR accounts; Describe how you plan to meet the testing and data exchange requirements outlined in DOR’s Collection Agent Warrant Exchange Standards (Attachment L);Describe the technical solutions, tools and/or third party resources you plan to utilize that are not specifically required as part of this solicitation; and Describe if you will hire, upgrade, enhance, or replace existing systems to meet the needs of this solicitation. If so, descriptions shall include a timeline for completion. 13DOR Security and IRS Publication 1075 Standards Explain how you plan to execute Section X of the SOW. At minimum, responses shall: Describe your current compliance with IRS Publication 1075, and include any prior experience you have providing services in compliance with IRS Publication 1075 standards; If applicable, describe any current gaps you have with IRS Publication 1075 as well as your organization’s mitigation plan to address gaps prior to contract award; Describe how you plan to maintain compliance with IRS mandated changes to Publication 1075 standards throughout the life of this contract; Describe your organization’s practices for retaining and storing recorded calls and other customer records;Describe how you plan to identify, mitigate and resolve instances of data breaches or comprises; andProvide proof of your COOP and disaster recovery plans through providing either a copy, or a detailed summary that verifies the plans’ quality and completeness. 14Reporting / Key Performance Indicators / Service Level AgreementsExplain how you plan to execute Section XI and XII of the SOW. At minimum, responses shall: Describe your technology solution’s native reporting capabilities; Describe your current reporting suite and dashboard capabilities;Describe any additional reports you can provide DOR without additional costs;Describe how you plan to track, monitor and report on established KPIs; Describe your plan to ensure accuracy of reported data; Provide sample reports and dashboards provided to an existing client; and Provide your recommendations for reporting on collection activities and performance results, and KPIs that will effectively monitor collection performance.15AuditsExplain how you plan to execute Section XIII of the SOW. At minimum, responses shall:Provide acknowledgement that you will comply with all DOR audit requirements (SOW: Section XIII); Explain if you have a current Service Organization Control (SOC)-2 audit. If yes, please provide a copy; and If you do not have a current SOC-2 audit, provide acknowledgement you will obtain annual SOC-2 audits throughout the life of this contract. 16Remittance Explain how you plan to execute Section XIV of the SOW. At minimum, responses shall:Describe the accounting practices you will implement to accurately remit payments; Describe your processes to reconcile your account/warrant inventory with DOR’s records; Provide a sample data reconciliation report used with an existing client. ................
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