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AC TRANSIT DISTRICT GM Memo No. 10-205Board of Directors
Meeting Date: August 18, 2010
Committees:Operations Committee Planning CommitteeExternal Affairs Committee Finance and Audit CommitteeBoard of Directors Financing Corporation
SUBJECT: Consider Contract Award to American Customer Care for Services Relatedto the Districts Call Center
RECOMMENDED ACTION: Briefing Item Recommended Motion
Consider Approving the Contract for Call Center Services with American CustomerCare
Budgetary/Fiscal Impact:If approved, this contract will reduce annual costs for the Districts Telephone Call Center byapproximately $1,000,000.
Estimate Annual Costs (2010/2011):Projected cost per year with internal staff: $1,286,293Projected cost for proposed
contract services (successful bidder): $ 282,385_________
Projected full-year savings using contract services: $1,003,908
The budget for the Telephone Information Center for 2010 / 2011 was approved for$500 000 It was anticipated that a contract for call center services would be in place by July
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$500 000 It was anticipated that a contract for call center services would be in place by July
GM Memo No. 10-205Meeting Date: August 18, 2010Page 2 of 2
Below is the overall score for each RFP respondent:
Cost:
Three year base $1,614,240 $798,295 $811,908 $2,407,673
RESULTS: Combine Technical/Past
Performance Scores/% 72.03 108.27 71.71 70.24Cost Scores 38.97 80.00 77.23 25.71
Combined Score 111.00 188.27 148.94 95.95
VeoliaEMS Inc.
American
Customer
Care Verizon
EVALUATION OF RFP CRITERIA FOR 2010-1121 -- Telephone Information Center
Staff recommends award of the contract to American Customer Care for call center servicesto take customer questions and feedback. Staff recommends to start with services for thecurrent hours of operation (7 to 7 M-F and 9 to 5 SS) and expand service to include
weekends at the beginning of the next fiscal year.
The proposed transition will take approximately 60 days, with a projected transition start datef S t b 1 2010 d l ti b O t b 31 2010
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AC TRANSIT DISTRICT GM Memo No. 10-205 (Revised)Board of Directors
Meeting Date: August 18, 2010
Committees:Operations Committee Planning CommitteeExternal Affairs Committee Finance and Audit CommitteeBoard of Directors Financing Corporation
SUBJECT: Consider Contract Award to American Customer Care for Services Relatedto the Districts Call Center.
RECOMMENDED ACTION: Briefing Item Recommended Motion
Consider Approving the Contract for Call Center Services with American CustomerCare.
Budgetary/Fiscal Impact:If approved this contract will reduce annual costs for the districts telephone call center byapproximately $1,000,000
Estimate Annual Costs (2010/2011):Projected cost per year with internal staff: $1,286,293Projected cost for proposed
contract services (successful bidder):
$ 267,000
_________Projected full year savings using contract services: $1,019,293
The budget for the Telephone Information Center for 2010 / 2011 was approved for
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GM Memo No. 10-205Meeting Date: August 18, 2010Page 2 of 2
Below is the overall score for each RFP respondent:
Cost:
Three year base $1,614,240 $735,000 $811,908 $2,407,673
RESULTS:
Combine Technical/Past
Performance Scores/% 72.03 108.27 71.71 70.24
Cost Scores 37.11 80.00 73.53 24.48
Combined Score 109.14 188.27 145.25 94.72
EMS Inc.
American
Customer
Care Verizon
EVALUATION OF RFP CRITERIA FOR 2010-1121 -- Call Center Services
Veolia
Staff recommends award of the contract to American Customer Care for call center servicesto take customer questions and feedback. Staff recommends to start with services for thecurrent hours of operation (7 to 7 M-F and 9 to 5 SS) and expand service to include 24 by 7hours of operation at the beginning of the next fiscal year.
The proposed transition will take approximately 60 days with a projected transition start ofSeptember 1, 2010 and complete by October 31, 2010
Prior Relevant Board Actions/Policies:N
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