Summary of Specifications:
City of Miami Beach, 1700 Convention Center Drive, Miami Beach, Florida 33139, www.miamibeachfl.gov PROCUREMENT DIVISION PUBLIC NOTICE Tel: 305-673-7490, Fax: 786-394-4002
FOR THE IMPLEMENTATION OF A CALL CENTER FOR THE BUILDING DEPARTMENT
Request for Proposals (RFP) No. 08-08/09
Scope of Services
The City of Miami Beach Building Department wishes to assess its ability to improve its level of customer service by conducting a pilot program that will handle all of the Department’s overflow calls for a period of four (4) months in an off-site call center.
Pending the successful completion of the pilot program, the City will have the sole option to continue with the overflow calls or assigning all of the calls to the off-site call center.
Currently, the Building Department does not have the resources to answer and respond to all the calls it receives.
The Building Department wishes to hire a company that provides a fully equipped offsite call center, including all the necessary resources required to achieve an abandon rate of less than 5%.
It is anticipated that the successful proposer will negotiate with the City for a term contract with an initial term of three (3) years, with an option to renew for an additional two (2) one-year extensions at the City’s sole discretion.
Sealed proposals will be received until 3:00 PM on December 15, 2008 at the following address:
City of Miami Beach City Hall Procurement Division - Third Floor 1700 Convention Center Drive Miami Beach, Florida 33139
Any proposal received after 3:00 PM on December 15, 2008 will be returned to the proposer unopened. The responsibility for submitting proposals before the stated time and date is solely the responsibility of the proposer.
The City will not be responsible for delays caused by mail, courier service, including U.S. Mail, or any other occurrence.
A Pre-Proposal Submission Meeting is scheduled for November 25, 2008, at 10:00 A.M. at the following address: City of Miami Beach City Hall – Fourth Floor 1700 Convention Center Drive City Manager’s Small Conference Room Miami Beach, Florida 33139
The City of Miami Beach is using RFP Depot, a central notification system which provides bid notification services to interested vendors. RFP Depot allows for vendors to register online and receive notification of new bids, amendments and awards. Vendors with Internet access should review the registration options at the following website: www.rfpdepot.com.
If you do not have Internet access, please call the RFP Depot’s vendor support group at 801-765-9245.
Attendance (in person or via telephone) to this Pre-Proposal submission meeting is encouraged and recommended as a source of information, but is not mandatory. Proposers interested in participating in the pre-Proposal submission meeting via telephone must follow these steps:
(1) Dial the TELEPHONE NUMBER: 1-800-915-8704 (Toll-free North America)
(2) Enter the MEETING NUMBER: *2659980* (note that number is preceded and followed by the star (*) key).
Proposers who are interested in participating via telephone, please send an e-mail to mariaestevez@miamibeachfl.gov expressing your intent to participate via telephone at least one business day in advance of the meeting.
THE CITY OF MIAMI BEACH RESERVES THE RIGHT TO ACCEPT ANY PROPOSAL DEEMED TO BE IN THE BEST INTEREST OF THE CITY OF MIAMI BEACH, OR WAIVE ANY INFORMALITY IN ANY PROPOSAL. THE CITY OF MIAMI BEACH MAY ALSO REJECT ANY AND ALL PROPOSALS.
YOU ARE HEREBY ADVISED THAT THIS REQUEST FOR PROPOSALS IS SUBJECT TO THE FOLLOWING ORDINANCES/RESOLUTIONS, WHICH MAY BE FOUND ON THE CITY OF MIAMI BEACH WEBSITE: http://web.miamibeachfl.gov/procurement/
• CONE OF SILENCE -- ORDINANCE NO. 2002-3378 • CODE OF BUSINESS ETHICS -- RESOLUTION NO. 2000-23879. • DEBARMENT PROCEEDINGS -- ORDINANCE NO. 2000-3234. • PROTEST PROCEDURES -- ORDINANCE NO. 2002-3344. • LOBBYIST REGISTRATION AND DISCLOSURE OF FEES -- ORDINANCE NO. 2002-3363. • CAMPAIGN CONTRIBUTIONS BY VENDORS - ORDINANCE NO. 2003-3389.
• REQUIREMENT FOR CITY CONTRACTORS TO PROVIDE EQUAL BENEFITS FOR DOMESTIC PARTNERS - ORDINANCE NO. 2005-3494
Sincerely, Gus Lopez, CPPO Procurement Director
