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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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