RFP: Member Experience Communications Platform (MECP)
The Los Angeles County Employees Retirement Association (LACERA) is requesting proposals from qualified firms interested in providing software and consulting services to procure, configure, customize, and implement an enterprise communications application for LACERA.
Scope of Work
LACERA is seeking a Member Experience Communications Platform with a proven, state-of-the-art, commercial-off-the-shelf solution with minimal modifications. LACERA’s goal is to gain efficiencies and update existing processes through a best- of- breed Enterprise Communications system, focusing on improving the timeliness, accuracy, consistency of information, and internal operations.
The new MECP system shall meet the following objectives:
- Replace the existing AWS Connect with a cloud-based communications service that provides Omni-Channel Contact Center with native MS Teams certified integration.
- Implement skills-based routing; remote agents; multi-channel agents; voice and screen recording; place-in-queue estimated wait time and scheduled callback; IVR self-service/help; screen pops; priority routing; workforce optimization/management (including forecasting capability); customer feedback; voice authentication; real time voice analytics during calls (resulting in real time AI assisted calls), AI assisted chat capability integrated with email, IVR, and lacera.com; service requirement escalations, analytics and reporting.
- Complete the initial implementation of the platform by end of FY 2024, with subsequent phase with TBD implementation dates as we fully capitalize on all services sought.
In addition to the functionality identified above, LACERA is seeking a Proposer to provide professional services (e.g., best practices guidance, training, project management, implementation, integration, and report development) that will ensure a successful implementation in a timely and professional manner.
RFP Registration Procedures
- Go to https://lacera.cobblestone.software/gateway/SolicitationPublicDetails.aspx?rid=Labi6mRxRg6yM6pAQcrMgQ%3d%3d
- Create an Account to register for this RFP.
- Enter your Company Information, User information then validate the account via the verification process.
- Verify receipt of login information confirmation from Contract Insight Alerts.
- Sign in to the LACERA RFP portal using the login information provided.
- Navigate to Solicitations>Search All Solicitations.
- Click on the View hyperlink for the MECP RFP.
- On the left spine under Page Actions please click on Register as Respondent.
- Please scroll down all the way to the bottom of the page under Response Status and change your response status to Interested in Responding to confirm intention to bid and click on Submit.
- If your response status has changed, please navigate back to Response status and change and submit accordingly.
Submission Requirements
Submit your Intent to Respond (Exhibit F) by 5:00 PM PDT Monday, November 27, 2023, as well as your completed proposal (email only) by 5:00 PM PT Friday, January 12, 2024. Any proposal delivered after the proposal deadline will not be considered. Faxed transmissions are not acceptable. The completed proposal is to be sent to the attention of:
Mr. Francisco “Cookie” Jaranilla, Principal Programmer Analyst, LACERA
mecp@lacera.com
Also send one electronic copy marked “REDACTED”. The redacted copy should exclude all material from your proposal that you believe in good faith is exempt from disclosure under the California Public Records Act (Cal. Gov. Code Sections 7920 et seq.) (described in Section VII of this RFP). Redactions should appear as blacked out material or blank page(s) with the word “REDACTED” or “PROPRIETARY” inserted.
Questions Related to This RFP
Direct all questions, inquiries, and requests for additional information concerning this RFP to Francisco “Cookie” Jaranilla no later than 5:00 PM PT December 8, 2023, by e-mail (mecp@lacera.com). All questions received and responses thereto will be posted on LACERA’s website (www.lacera.com) under the "RFP Opportunities" section on or about 5:00 PM PT December 15, 2023.
Tentative Timetable
- RFP release date
- 11/6/2023
- Intent to Respond closing date
- 11/27/2023
- Written questions from Respondents due date
- 12/08/2023
- LACERA’s response to Respondents’ questions
- 12/15/2023
- RFP due date
- 1/12/2024
- Finalist Interviews (estimate)
- 2/26/2024
- Vendor Recommendation to BOR (estimate)
- 4/3/2024
- Selection Notification (estimate)
- 4/3/2024
- Commencement of work
- Upon contract execution