DOCUMENT

RFP - Interactive Voice/Web Response System 2004

  • YEAR CREATED: 2004
  • ENTITY TYPE: County
  • TYPE OF DOCUMENT: RFP - Request for Proposals
The document is a Request for Proposal (RFP) from Baltimore County, Maryland, for the implementation of an Interactive Voice Response (IVR) and Interactive Web Response (IWR) system. The County is seeking a contractor to implement the IVR and IWR system in various departments, including the Department of Permits and Development Management, Department of Social Services, Department of Aging, and Office of Budget and Finance. The system will be implemented in both centralized and decentralized applications and databases across different sites. The contractor must adhere to Baltimore County's System Development Life Cycle (SDLC) guidelines. The County requires fifteen years of maintenance and support following a one-year warranty period. The contractor must provide maintenance and support services, including software maintenance, upgrades, and associated support. The contractor must provide all source code for the proposed solution or arrange for it to be kept in escrow with a third party. The contractor may be required to provide demonstrations, and a pre-bid conference will be held to clarify any parts of the solicitation and answer questions. Proposals will be evaluated based on requirements, demonstration, references, and price. The County may enter into negotiations with the contractor and invite "best and final offers" before making an award. The contractor must provide evidence of financial responsibility and references of similar-sized contracts serviced in the past. The County reserves the right to inspect the facilities of any contractor before awarding the contract. Prices offered in the proposal should be firm for one year, and the County may consider a request for escalation in subsequent renewal terms based on the Consumer Price Index. The County reserves the right to accept or reject the request for a price increase within fourteen (14) days.
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