RFP_F-DPP-0000000001 - Customer Service Enrollment and Eligibility: Data Mgmt Tuition Credit System Dev

Scope of Work/Requirements
DPP is seeking proposals from qualified Offerors to support DPP in their Enrollment and Customer Service efforts. The Denver Preschool Program is interested in proposals for a service provider to manage all client transactions, collect, manage, and track data, to develop the annual DPP tuition credit scale, and to provide the highest customer service to the families we serve, the preschools with whom we collaborate, as well as our internal staff and Board.  DPP defines our clients as interested and approved preschool providers, family, children and any person or organization connecting to learn more about our tuition support, and enrollment process. The minimum requirements include:

The awarded vendor’s primary responsibility will be implementing and managing customer service for enrollment and eligibility. The awarded contractor(s) will also provide information to the DPP Finance and Governance Committee, or other relevant Board committees, which ensures contracts are properly underway and assesses progress. Collaboration and open communication with the DPP staff and Board is imperative to ensure DPP decisions are grounded in accurate data and findings.

Project Expectations
DPP uses the Enrollment and Eligibility Program to oversee all projects and processes related to customer service, child enrollment and tuition credit systems implementation.

Please restate each requirement and describe in your response how your organization will meet each universal expectation.

Data Collection, Reporting & Retention Expectations

• Data collected for the Enrollment and Eligibility Program will mainly be comprised of child application and attendance data. Because secondary data collection will also be necessary, the vendor must build and maintain a strong partnership with Denver Public Schools, community preschools and other relevant DPP contractors.
• Working in conjunction with the Denver Preschool Program, the vendor establishes and maintains a secure, electronic data storage system. Data from this system must be readily transferable and easily synced with DPP’s systems.
• Over the history of the program, the Denver Preschool Program has consistently enrolled between 4,000 - 5,5oo children each year.  Even as the program indicates stable and relatively predictable enrollment, the Offeror must prove that it maintains robust systems to effectively handle up to a 20 percent increase or decrease in annual applications.
• Vendor will provide accurate, updated, searchable data in a format compatible with DPP systems and designed with the flexibility to make adjustments during the project.
• Vendor ensures that all data and documents associated with Denver Preschool Program are stored in a safe and secure manner.
• Any data collected and data systems created, as well as reports in preliminary and final form created in fulfillment of this project will remain the exclusive intellectual property of the City and County of Denver and the Denver Preschool Program.
• Vendor will establish system and organization controls and be able to provide an independent assessment of the risks associated with their data management system.
• Vendor submits all mutually agreed upon monthly and weekly information to DPP by established deadlines.
• Vendor also ensures adequate staffing is in place to respond to ad hoc DPP data requests in a timely fashion.
• Vendor must commit to cooperating and working with DPP and any of its designated contractors in the ongoing evaluation and refinement of both this project and the Denver Preschool Program in general. This includes, but is not necessarily limited to, the open and timely sharing of all associated data and as defined in scope supporting the analysis as appropriate.

• Vendor must adhere to to DPP brand and graphic identity systems. Public-facing technology and documents should be developed to ensure a seamless user experience between DPP’s main identity.
• Vendor will establish and maintain a clearly defined protocol for responding expediently and appropriately to any inquiry from DPP staff.
• Vendor, at its own expense, conducts all necessary background checks for project personnel and ensures relevant documentation is secured and maintained.
• Vendor must disclose any potential and actual conflicts of interest related to working with DPP on these projects.
• Vendor develops and maintains a clearly defined protocol for identifying and addressing any possible employee performance issues.
• Should a subcontracting organization be utilized for any component of this RFP, the roles and capabilities of that partner organization should be fully defined within your organization’s submission.
• Manage an ongoing plan for continuous improvement of processes and services. 
• Develop, track, and maintain relevant program enrollment and eligibility policies and standard operating procedures.
• The Offeror will deliver services in an efficient and effective manner.  As a manager of a City contract, the Denver Preschool Program operates within a culture of financial accountability and will hold the Offeror to similar standards.
• Participate in ongoing meetings and work to manage a cohesive relationship with DPP staff.
• Be available for in-person and virtual meetings as necessary.
• Participate in and make presentations to DPP’s Board of Directors and DPP committees, and prepare ad hoc reports upon request.