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					      HELP DESK/CALL CENTER
       MASTER CONTRACTS
           ORIENTATION
        NOVEMBER 17, 2009

                                  Presenters:
     Valerie Rolandelli, AVP of Procurement and Business Affairs, UMUC
Michael Bachman, Director, Information Technology Support ,Towson University
              Robert Zornes, Manager of IT Vendor Support, UMUC
                     AGENDA
• Executive Summary
• Definitions
• Procurement of Task Orders (TORP)/Implementation
  Summary
• Awarded Task Orders Oversight and Management
• Master Contract Highlights
Executive Summary
        and
Vendor Contact List
These contracts resulted in response to MEEC members expressing
   interest in help desk/call center services.
A committee of MEEC members comprised of representatives from
   community colleges and universities developed the RFP documents
   and evaluated the vendor proposals received.
The committee was sensitive to all K-20 MEEC member institutions
   when evaluating the various vendors.
This presentation may appear slanted towards higher education, simply
   because that is the work context of your three presenters, but there
   was clear evidence in the vendor presentations that they are very
   adaptable to K-12 needs.
•   In May, 2009, MEEC solicited proposals for Master Agreements for comprehensive
    help desk/call center services (RFP and 6 Addenda and the Master Contract template
    are posted on MEEC‟s website)

•   Six (6) awarded Master Contractors (see contact list) with a myriad of unit prices

•   Agreements are extremely flexible in:
     – Services able to be provided
     – Procurement Methodologies for Task Orders/Specific Scopes of Work (SOW)
        under the Master Agreements

•   Contract consists of:
    -     General Terms and Conditions;
    -     Implementation Process for Buying MEEC Members;
    -     Certain sections of Master Contractor‟s Technical Proposal
    -     Master Contractor‟s Unit Price List is an exhibit to each Master Agreement

*Note: UMUC‟s AVP of Procurement and Business Affairs (Valerie Rolandelli) was the Procurement Officer on behalf
     of USM/MEEC, however, interpretation of the appropriate use of these Agreements is the responsibility of
     the buying MEEC member and its institutional procurement policies and procedures. The Procurement
     Officer for the Master Agreements is available for assistance, but is not the final authority for the buying
     MEEC Member’s institution.
                            What can I use this for?

Comprehensive Help Desk and Call Center Services include, but is not limited to,
management and staffing of learning management systems; PeopleSoft, Banner,
Colleague or other ERP system(s); MS Office Suites portals for students, faculty, and
staff; enrollment management and student services call centers; and technical
support to other software and hardware applications for students, faculty and staff of
MEEC members in good standing. The Agreement will be primarily for Level 1 Help
Desk, however, may also be utilized, at the sole discretion of the MEEC member, for
Level 2 support or for staff augmentation services related to the Services. [Refer to
Section 2 of the RFP as amended from time to time for sample application/systems
and user support breakout.] The Contractor will work with the buying MEEC member
in developing, managing, and staffing the applicable need for help desk and/or call
center support to assist prospective students, current students and faculty as
determined by the buying MEEC member.
– Academic Technologies           -   Service Help Desk infrastructure
– Audio Visual Support            -   Software/Hardware support
– IT Service Desk                     services
– Financial Aid                   -   Training of on-site institutional
– Student Accounts/Bursar             help desk/call center staff and/or
                                      student workers
– Enrollment Management
  Services                        -   Staff Augmentation
– Continuing Education Services   -   After Hours Support for
                                      Faculty/Staff/Students/Parents
– Switchboard Operator
  Services
– Service Help Desk
•   Specific Task Orders/Scopes of Work to be procured by the Buying MEEC
    Member

•   Initial Term of the Agreement:
        October 8, 2009 to June 30, 2014 with renewal options for up to an additional five (5) years.


•   25% MBE participation goal for Task Orders for USM Institutions; other
    MEEC members may request MBE participation in accordance with their
    jurisdictions. All MBE compliance requirements is the responsibility of the
    buying MEEC member.

•   All required approvals for USM/State institutions have been received (BOR
    on 9/18/09 and BPW on 10/7/09) – No further approvals required of Task
    Orders during Initial Term
                           MEEC Website

• Procurement Officer‟s Contact Information
• Master Contractors‟ Contact Information
• Summary of each of the Master Contractors
• Contract Template (Note: For confidentiality reasons, the posted
  contract is a template; each of the Master Contractors‟ Contract
  was customized and is available upon request of the MEEC
  Executive Director.)
• MEEC Member TORP Assistance Center (under construction)
Help Desk/Call Center
Definitions/Terminology
             Procurement of Task Orders (TORP)/
                    Implementation Summary

The Master Agreements serve as a framework for each individual MEEC
university, college or school to evaluate the solutions available to them and
determine which of the Master Contractors best fits their culture, price point,
and timeline.
MEEC members can utilize these Master Agreements in two (2) ways:

    1.     Select one (1) Master Contractor with whom a task order scope of work/help
    desk services will be negotiated utilizing the contract unit pricing (a variety of quoted
    unit costs were received such as hourly rates, per incident fees, software licensing,
    training, etc.); or

    2.     Request a Task Order Proposal (TORP) based on a specific scope of services
    from two (2) or more awarded Master Contractors. Proposals will be evaluated in
    accordance with the Task Order Proposal Request documents considering both
    technical and price factors. (Separate guidelines and examples of Scopes of Work
    for use by MEEC Members are under construction.)

In both cases above, the Master Contractor‟s Master Agreement unit pricing is
to be the basis for which pricing for a specific task order/scope of work is to be
quoted.
• PRICE MAY CONSIST OF:

   – Fixed fee for implementation/set up of help desk/call center

   – Software licensing for ticket system and reporting features

   – Ongoing operations of the help desk/call center (staffing and
     overhead fees)
                                                   TORP PROCESS

MEEC Member prepares a written Scope of Work:
•     implementation time frame/schedule;
•     scope of services required including hours of operation (sample scopes of work will be available at a later
      date)
•     required SLA‟s; and,
•     required bonding, (if any);
•     May conduct a pre-proposal meeting,

The Master Contractors will provide to the buying MEEC/University member a proposal for Help Desk services for the
       specified project, that may include, but is not limited to, the following:

•       (a) Management of the Help Desk inclusive of position and applicable background/resume and references.
•       (b) Staffing Plan for the required help desk services including, but not limited to, the number of customer
        service representatives (CSR), the level of expertise of the staff, the shifts with number of agents per shift to
        be operated, and the hours per staff per shift (i.e., level of effort).
•       (c) The approach to providing the services including, but not limited to, the training of the CSR‟s, the
        telephony and the call tracking systems, building of knowledge base, quality assurance program, etc.
•       (d) Similar experience with other customers/clients including contact information so that the MEEC member
        may, if it so chooses, check references.
•       (e) A schedule of tasks to ensure that the required time frame to set up the desk and/or complete the work in
        accordance with the MEEC‟s/University's scope, and,
•       (f) A statement indicating the MBE participation percentage commitment for the project

Note: In addition to the information noted above, the buying MEEC/University member reserves the right to request
         other information from Help Desk Service Contractor as it deems appropriate. In such instances, this
         requested information will be included in the scope of services/proposal request issued by the applicable
         MEEC member.
                                            Evaluation

•   The applicable MEEC member will review the proposal(s) received as well as may request an
    interview of assigned help desk/call center team members and/or an “audition” whereby the
    buying MEEC members could call, e-mail, or chat with Level 1 support staff as part of the
    evaluation. The buying MEEC member may also conduct site visits to the Contractor‟s
    location(s)as part of the evaluation.

•   The applicable MEEC member will evaluate the proposal(s) for, but not limited to, cost advantage,
    proposed assigned key personnel's expertise and time commitment, MBE commitment, ability to
    meet the required schedule, ability to provide the scope of services, etc.

•   The evaluation criteria and process is solely at the MEEC member‟s discretion and will be
    included in the scope of services/proposal request issued by the applicable MEEC member. The
    award will be based in accordance with the task order proposal request and may be based:
      – solely on price with the lowest responsive and responsible cost receiving the award;
      – on a combination of technical and price evaluation/ranking, or
      – solely on technical expertise followed by the MEEC member negotiating a fee with only one
         Help Desk Services Contractor or, if more than one proposal is received, with the top ranked
         Help Desk Services Contractor; in the event of unsuccessful negotiations, the MEEC
         member may discontinue negotiations with the top ranked firm and proceed to the next rank,
         and so forth;
                AWARD OF A TORP
Following the evaluation of the TORP proposals, an award will be made by


the buying MEEC member to the Help Desk Service Contractor(s) with the

most advantageous proposal .     The Buying MEEC Member may elect to


issue a Task Order Contract/Purchase Order with the Master Contractor

under the Master Agreement.
Awarded Task Orders Oversight and Management
                                  Reporting
                             Daily & Monthly Reports



             Daily
                                                        Monthly

•Provides information on the
customer “experience”                   •Provides a “big picture” of the
•Shows adherence to Best Efforts and    overall performance
Service Level Agreements across:        •Acts as path for validation of data
      -Hours/Shifts                     and should match compiled daily
      -Days of the week                 metrics
      -Times of the semester and        •Purpose – measurement and
     month                              compliance with service level
•Allows for proactive responses and     agreements
adjustments to processes                •Critical to year-end reconciliation
              Reporting Metrics for SLAs

                           Reporting for validation of the
•Email                     SLA
•Phone
•Survey                    •Average Speed to answer or respond
•Chat                      (ASA)
                           •Availability to receive contacts
• Voicemail                    •Minimum staffing
                               •Abandonment of contact where
                               applicable
                           •Volume of quality reviews
                           •Customer survey response metrics
                                        Reporting
                    Synchronous & Non-synchronous Interactions
                                               Non-Synchronous – Email, Web Ticket

    Synchronous – Phone & Chat
                                               •Measurement of time between receiving
                                               communication from customer and time of response
•ASA and availability have already             for:
been mentioned                                             -Ticket Creation
                                                           -Ticket being Reopened
•Additional items to consider                              -Customer providing information or
                        -How often and                     asking additional questions
                     long are contacts                     -Maximum and minimum times to
                            placed on hold                 respond
         -What are the maximum and
     minimum speeds to answer?                      Non-Synchronous – Voicemail
         -How often are contacts
     transferred and to where are they
     transferred                                    •How long was the customer in the phone
         -What selections are being                 queue before leaving a voicemail.
     chosen on the phone tree routing               •Measurement of time between completion of
     into the support center                        voicemail and support receiving and
         -If routing multiple phone lines to        reviewing the recording
     the support desk, the individual               •Measurement of the time between
     breakdown of volume by incoming                completion of voicemail and a communication
     number                                         being sent to the customer
                                       Reporting
                              Quality & Customer Satisfaction


           Quality Reviews
                                                     Customer Satisfaction Surveys
•What is being measured?
          -Internal/vendor processes              •What questions are being asked?
          -Soft skills                            •Are the questions ambiguous or
          -Technical proficiency                  leading?
•How is the scoring calculated?                   •How are the questions weighted?
•What are the thresholds and                      •Associating surveys with customer
associated actions with scores?                   metrics
•What were the scores of the team                             -Origin of ticket (phone, chat,
                                                        email, etc.)
overall and individually?
                                                             -Customer Type (student,
•Accessibility and access to                            faculty,              staff)
         -Review tickets                                     -Geographic Locations/Time
         -Communications                                Zones
         -Phone recordings                                    -Assistance Request Type
                                                  •Method and timing of the solicitation
                                                  of surveys
                                    Reconciliation
                           Closing Business (Monthly & Yearly)


            Monthly                                               Yearly
•Meeting occurring early in the
month and discusses the preceding
month
                                             •Meeting to „close out‟ the previous year
•Review of the reporting metrics run
for the previous month to determine:         •Review should be focused primarily on billing
          -Variance in data between          related issues as agreements should already be
       month and day                         in place for monthly SLAs year
          -Areas of concern
          -Applying the data to              •If outstanding items remain from previous
       compliance with Service Level         months an audit of these may be necessary to
       agreements                            ensure SLAs have been met

•Agreements on:
        -Outcomes of SLA
     compliance
        -Total volume of contacts
     through the month
                          Communication
                      Scheduled Meetings and Touch-points


Management (Twice Weekly)
                   -Upcoming issues
                   -Ongoing projects
        -Performance concerns

Knowledge (Weekly)
          -Identify items where knowledge is needed
          -Discuss knowledge that needs organizational review to prevent stagnation
          -Finalize and approve changes to workflows, naming conventions & processes

Quality (Weekly)
           -Discuss outcomes of reviews
           -Detail action plans from reviews
           -Determine new initiatives for improvement
                                                Communication
                                         Processes and Procedures for Notifications

Non-Emergency


•   Vendor notification of maintenance, critical issues, and mass communications which may result in volume increases
•   Process for notifying the vendor of these initiatives
•   Organizational Contact Points (Business Hours)

Emergency

•   Process for notification from vendor to school
     – Who is contacted and thresholds for when
     – What information needs to be imparted at time of contact
•   Contact points to vendor
     – Email distribution
     – Emergency phone contacts
     – Escalation path
•   Organizational Contact Points (After-Hours)
         Overview of Issues for Consideration

• Open communication through periodic/scheduled meetings and
  with processes to ensure notification of critical issues, changes
  or other items that will impact the support center and customers

• Ensure reporting capabilities both to measure Service Level
  Agreement and gauge experiential metrics related to customers

• Integrate into the support center as a member of the
  management team. While staffing is the concern of the vendor
  compliance, user interaction, quality, and information provided
  relates directly with the organizational values and/or retention
CONTRACT SUMMARY
•   Non-exclusive
•   No minimum guarantee of dollar amount of number of task orders
•   Incorporates only a portion of the Contractor‟s Technical Proposal (generally, staffing
    and methodologies
•   Price Proposal is a variety of unit costs such as per hour; per contact; per agent; etc.
    These are “maximums” and may be negotiated lower for a specific task order.
•   Price must be auditable – that is must be itemized sufficiently to tie back to the
    quoted unit pricing.
•   Work Product (Section 3) and Intellectual Property (Section 4)
     –   What Contractor owns remains the Contractor‟s
     –   What is developed for the MEEC member is owned by the MEEC member (such as
         knowledge base; training materials; etc.)
     –   Section 4.4 grants the Contractor the use of MEEC member‟s name,logo, and other
         identifying symbols for use in Help Desk/Call Center (ie branding)
•   Confidentiality (Section 5) – very comprehensive; FERPA included;
•   Insurance (Section 21) – Master Contractors have provided certificate of insurance
    naming USM and MEEC additionally insured; individual buying MEEC member may
    want additional certificate per Task Order which names them also additionally
    insured;
Exhibit A: Implementation Process verbatim from RFP

Exhibit B: Master Contractor‟s Price Proposal




           ----------------------------------------------
Contact Tamara Petronka, Executive Director of MEEC, to
    obtain specifics regarding each Master Agreement
QUESTIONS???

				
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