Reso 2016-2594 - Laserfiche WebLink

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7.1 The Technical Proposal The Technical Proposal consists of qualification questions, financial, reference, and evaluative questions. The Technical Proposal is worth 400 points of the overall 1000 points. All Respondents' Technical Proposals will be opened and scored before the Respondents' Price Proposals are opened. Only Respondents scoring 280 points or more on their Technical Proposals will have their Price Proposals scored. 7.1.1 Qualification Questions—Mandatory Requirements All of the submitted responses to the qualification questions in the MFMP Sourcing'Tool will be reviewed by the Procurement Officer. Respondents must indicate their capability and willingness to meet the following mandatory requirements if awarded the contract. In order to qualify for evaluation for the remaining bid, Respondents must answer "Yes" to each of the Qualification Questions. Respondents that answer "No" to any of the mandatory requirements will not have their remaining Technical Proposal or Price Proposal scored and will be disqualified to participate further in this solicitation. 7.1.2 Evaluation Questions This section is worth 250 points in the Technical Proposal. Each Question will be assigned points based evaluation criteria outlined below: Evaluation Questions Q1. Describe the customer service team that will be dedicated to the State of Florida account, including the team structure and how State of Florida users will be able to contact your company for customer service. Maximum 40 Points 0- No dedicated customer service structure, or no response. 10- Poorly defined customer service structure/process (e.g., no designated team lead, or designated team lead with less than 2 years experience managing large customer accounts) 20-Well defined, standard customer service structure/process (e.g., designated team lead with 2-5 years experience managing large customer accounts, easy process for customers to contact customer service) 30-Well defined, Florida specific customer service structure/process(e.g., designated team lead has 5+ years experience managing large customer accounts, dedicated pool of customer services representatives that are trained specifically to handle State customer inquiries, established continuous improvement program that includes conducting customer surveys, and easy process for customers to get self-help via website and/or contact customer service) 40-Exceptionally well defined, Florida specific customer service structure/process (e.g., designated team lead has 5+ years experience managing large customer accounts, dedicated pool of customer services representatives that are trained specifically to handle State customer inquiries, established continuous improvement program that includes conducting customer surveys, easy process for customers to get self-help via website and/or contact customer service, and offers additional capabilities to provide strong service to State of Florida customers) Q2. Describe your company's disaster recovery capabilities that minimize the risk of your online ordering system/punch-out site being unavailable, and how your company minimizes the risk of critical user and ordering data being permanently lost or sensitive data (e.g., credit card information) disclosed. Maximum 30 Points 0- No disaster recovery or data security capabilities, or no response 10- Poorly defined disaster recovery and data security capabilities and process 20-Well defined standard disaster recovery and data security capabilities and process 30-Well defined Florida-specific disaster recovery and data security capabilities and process that provide strong solution to minimize system unavailability and loss/theft of critical data Q3. Describe your company's capabilities to support Florida customers to resume operations after a disaster. Maximum 30 Points 618-001-10-1 Office and Educational Consumables ITN Page 60 of 77