Experience and Capabilities – 150 Points. Offeror shall provide documentation establishing the individual or company submitting the proposal has the qualifications and experience to provide the services specified in this solicitation, including, at a minimum: Offeror Profile Provide the following information specific to your company: Your company’s full legal name Primary business address Describe your company ownership structure Resume of key personnel who will be managing this contract A resume or summary of qualifications, work experience, education, and skills must be provided for all key personnel, who will be performing any aspects of the contract. Include years of experience providing services similar to those required; education; and certifications where applicable. Identify what role each person would fulfill in performing work identified in this solicitation Employee size (number of employees) Website Sales contact information Your client retention rate during the past 3 years A brief history of your company and the year it was founded Describe your company’s growth, if any, during the past three years Offeror must describe which state or states they will service – information required but not evaluated. Customer Service What are your hours of operation and when are key account people available to the Participating States? Describe how problem identification and resolution will be handled. Describe the system you will use to manage multiple accounts. What are your policy and procedures for responding to customer complaints and service issues? How do you assess customer satisfaction? What are your quality assurance measures and how are they handled in your organization? What measures do you take, if any, to ensure that you are not overloaded by a single large order? Technology Describe your methods for order submissions, including online system, if any, that purchasing entities would use to place orders and receive results. Describe your ability and processes to support a decentralized system of orders submitted from many end users in multiple states and locations. Describe your file format requirements.
