City of Boise Purchasing

Request For Proposals

 Virtual Reference Service

 RFP 03-121

 

July 21, 2003

Dear Proposer:

 The City of Boise, Idaho will accept sealed proposals at the Purchasing Office, 150 N. Capitol Blvd., Boise, Idaho, 83702, until August 13, 2003 at 4:00 p.m., local time.  Immediately thereafter, all proposals will be opened in the Division of Purchasing and publicly acknowledged in the presence of the Proposers at Boise City Hall.  

 Qualified firms are invited to submit a proposal in the format outlined within this Request for Proposal (RFP).  Any proposal may be withdrawn prior to the scheduled time for the opening of the proposals.

 There is no charge for the RFP packet.  If you are from outside the Boise area, fax your packet request to 208.384.3995.  Include your company name, contact name, address,  phone and fax number. If you would like the bid documents sent via Federal Express, please include your account number.

 In determining the best qualified proposal, Purchasing will consider all acceptable proposals on a basis consistent with specification requirements.  The City will also consider whether the Proposer is a responsible Proposer as described in the Boise City Code Section 1‑11‑1.

 The City of Boise is exempt from Federal and State taxes and will execute the required exemption certificates.

 THE CITY OF BOISE RESERVES THE RIGHT TO REJECT ANY AND ALL PROPOSALS, TO WAIVE ANY IRREGULARITIES IN THE PROPOSALS RECEIVED AND TO ACCEPT THE PROPOSAL(S) THAT ARE IN THE BEST INTEREST OF THE CITY. BOISE CITY IS AN EQUAL OPPORTUNITY EMPLOYER.

  

CITY OF BOISE, IDAHO

INSTRUCTIONS AND INFORMATION TO PROPOSERS

 

·         Proposals are to be received no later than August 13, 2003 at 4:00 p.m., local time.

 

·         Proposals are to be limited to 25 written pages.

 

·         Please submit your proposal along with 4 copies.

 

·         The proposal must be enclosed in a sealed envelope or  packet and addressed to the Purchasing Office, 150 N. Capitol Blvd., Boise, Idaho, 83702, and plainly marked: “Sealed Proposal RFP 03-121; Virtual Reference Service”.  Faxed proposals will not be accepted.

 

·         The proposal can be hand delivered to the Purchasing Department at City Hall, or Federal Expressed to:

 

 

·         City of Boise Purchasing Department ·         RFP 03-121; Virtual Reference Service ·         150 North Capitol Boulevard ·        Boise, Idaho 83702

 

·         The Owner is the City of Boise.

 

·         All proposals should be signed by an authorized agent of your company.  Proposals not signed may be disqualified and considered non-responsive if an intent to contract isn’t evident.

 

·         Proposers should review the attached proposed contract agreement (attachment A) and any supplemental documents attached to this request. The selected proposer will be required to enter into a contract agreement with the City as outlined in attachment A.   All the terms and conditions of the contract agreement will be binding on the successful proposer.  The successful proposer will be expected to provide the services described within this document.

 

·         Proposals will be prepared on the forms present within this Invitation to Propose.  If no forms are present then proposals are to be submitted in the format requested within this proposal.

 

Intent of Proposal

It is the intent of this proposal to describe the Library Virtual Reference Service in sufficient detail to secure qualified proposals.  Proposals should be in accordance with the requested format, or submitted on the forms within this packet (if applicable).  Proposals not conforming to the requested format or not in compliance with the specifications will not invalidate the proposal, but will be evaluated on a weighted basis.

 

Proposer’s Costs

The Proposer will be responsible for all costs (including site visits) incurred in preparing or responding to this RFP.  All materials and documents submitted in response to the RFP become the property of the City and will not be returned.

 

Evaluation of Proposer

Before a contract will be awarded, the City may conduct reference investigations as is necessary to evaluate and determine the performance record and ability of the proposer to perform the size and type of work to be contracted, and to determine the quality of the service being offered.  By submitting a proposal, you authorize the City to conduct reference investigations as needed.

 

Insurance

The Contractor will provide (from insurance companies acceptable to the City) the insurance coverage designated hereinafter and pay all costs.  Any insurance policy, or certificate of  insurance will name the City as a named insured (Attn: Purchasing), where appropriate, and such insurance policy or certificate of insurance will be kept and maintained in full force and effect at all times during the term or life of this contract.  The insurance policy or certificate of insurance must be filed with Purchasing prior to commencing work under this contract and no insurer will cancel the policy or policies or certificate of insurance without first giving 30 days written notice thereof to the Contractor and the City, but the contractor may, at any time, substitute a policy or policies or certificate of insurance of a qualified insurance company or companies of equal coverage for the policy or policies or certificate then on file with said Purchasing.

 

In case of the breach of any provision of this article, the City, at its option, may take out and maintain at the expense of the Contractor, such insurance as the City may deem proper and may deduct the cost of such insurance from any monies which may be due or become due the Contractor under this contract.

 

a.   Contractor's and Subcontractor's Insurance.  The Contractor will not commence providing service  under the contract until he has obtained all the insurance required hereunder and such insurance has been reviewed by the City.  Review of the insurance by the City will not relieve or decrease the liability of the Contractor hereunder.

 

b.   Compensation and Employer's Liability Insurance.  The Contractor will maintain during the life of this contract, the statutory workers' compensation, in addition, employer's liability insurance in an amount not less than $500,000 for each occurrence, for all of his employees to be engaged in work on the project under the contract, and, in case any such work is sublet, the Contractor will require the Subcontractor similarly to provide workers' compensation and employer's liability insurance for all of the latter's employees to be engaged in such work.

 

            c.         Bodily Injury Liability and Property Damage Insurance.  The Contractor will maintain, during the life of this contract, such bodily injury liability and property damage insurance and automobile bodily injury liability and property damage insurance as will protect him, the City, the Project Manager, and any subcontractor performing work covered by this contract from claims for damages for personal injury, including accidental death, as well as from claims for property damage, which may arise from operations under this contract, whether such operations be by himself or by any subcontractor or by anyone directly or indirectly employed by either of them, and the amounts of such insurance will not be less than $500,000 for injuries or property damage for each person for any one accident.

 

The minimum limits of insurance described above will not be deemed a limitation of the Contractor's covenant to indemnify.

 

Reserved Rights

The City of Boise reserves the right to accept or reject proposals and to modify project requirements after review of RFP replies.

 

The City may select a firm on the basis of the written proposal or may request oral presentations from the most highly rated firms under the evaluation criteria outlined above. The firm selected through this process as the best qualified will then be requested to negotiate a contract.

 

Public Records/Confidential Information

The City of Boise is a Public Agency.  All submittals, including bids, proposals, and any other information provided by a bidder or proposer may be considered a public record and, except as noted below, will be available for inspection and copying by any person after the award of this Agreement.  Any information submitted to the City is subject to release as provided for by Idaho Public Records Law, Idaho Code, Title 9, Chapter 338 through 350. 

 

The City will take reasonable efforts to protect any information marked "confidential", to the extent allowed by Idaho Public Records Law.  Confidential information should be clearly identified in a cover letter, submitted with your response.  Confidential Information will be returned to the Proposer upon request, after the award of the contract.  It is understood, however, that the City will have no liability for disclosure of such information.  Any proprietary or otherwise sensitive information contained in or with any Proposal is subject to potential disclosure.

 

Taxes

The City of Boise is exempt from Federal and State taxes and will execute the required exemption certificates.

 

Payments and Billings

The awarded proposer will submit all invoices for payment to:

 

                        City of Boise

                        Boise City Public Library

                        P.O. Box 500

                        Boise, ID 83701

 

Invoices through City Hall are processed weekly.  The awarded proposer can expect City Hall to issue and mail payment 30 - 45 days after receipt of invoice.

 

Public Records

The City of Boise is a public agency.  All documents in its possession are public records.  Proposals are public records and, except as noted below, will be available for inspection and copying by any person. If any Proposer claims any material to be exempt from disclosure under the Idaho Public Records Law, the Proposer will expressly agree to defend, indemnify and hold harmless the City from any claim or suit arising from the City's refusal to disclose any such material.  No such claim of exemption will be valid or effective without such express agreement.  The City will take reasonable efforts to protect any information marked "confidential" by the Proposer, to the extent permitted by the Idaho Public Records Law.  Confidential information must be submitted in a separate envelope, sealed and marked "Confidential Information" and will be returned to the Proposer upon request after the award of the contract.  It is understood, however, that the City will have no liability for disclosure of such information.  Any proprietary or otherwise sensitive information contained in or with any Proposal is subject to potential disclosure.

 

Request for Clarification

Any Proposer who wishes to request clarifications to the requirements, standards, specifications or processes outlined in this Request for Proposal may submit a written notification to the Purchasing Agent, to be received no later than 4 working days prior to the proposal opening date.  The notification will state the exact nature of the clarification, describing the location of the portion or clause in the Proposal document and explaining why the provision should be clarified, struck, added, or altered, and contain suggested corrections.  Changes to these specifications will be made by written addendum.  Verbal responses will not be binding on the City or the proposer.

 

 

Address written questions to:

 

Gregory Lindstrom

City of Boise Division of Purchasing

PO Box 500

Boise, ID, 83701

Fax:       (208) 384.3995

e-mail:  glindstrom@cityofboise.org

 

 

Addenda to the RFP

If this RFP is modified by the City, the modifications will be sent to each Proposer in writing, either by fax, email, or mail.  Verbal modifications are not binding on the City or the Proposer.  No oral changes will be considered or acknowledged.  Proposers are requested to acknowledge each addenda received in their Proposal Response.

 

Protest of Contractor Selection or Contract Award

Any actual or prospective proposer who is aggrieved in connection with the selection of a Contractor or award of the contract or proposal may submit a protest to the Purchasing Agent.  The protest will be submitted in writing within 4 working days after such aggrieved person knows or should have known the facts which give rise to the protest.  The protest must set forth in specific terms the alleged reason the Contractor selection or contract award is erroneous.  Any protest addressed to the Mayor or City Council will be referred to the Purchasing Agent.

 

 

Address written protest to:

 

Gregory Lindstrom

City of Boise Division of Purchasing

PO Box 500

Boise, ID, 83701

Fax:       (208) 384.3995

e-mail:  glindstrom@cityofboise.org

 

 

 

Disadvantaged Business Enterprises (D.B.E.)

D.B.E. firms and business enterprises are encouraged to submit a proposal.  Minority owned firms are encouraged to submit a proposal.  The City actively encourages any proposals by D.B.E. firms for goods and services for the City.

 

 

 

THE CITY OF BOISE RESERVES THE RIGHT TO REJECT ANY AND ALL PROPOSALS, TO WAIVE ANY IRREGULARITIES IN THE PROPOSALS RECEIVED, TO AWARD ON AN "EACH ITEM" BASIS (HOWEVER, THE PROPOSER MAY INDICATE "ALL OR NONE"), AND TO ACCEPT THE PROPOSAL DEEMED MOST ADVANTAGEOUS TO THE BEST INTEREST OF THE CITY OF BOISE.

 

 

GENERAL OVERVIEW

 

Background

The Boise Public Library, Albertsons Library at Boise State University, and Ada Community Library have jointly created a pilot project to offer virtual reference services to our communities in Southwest Idaho. This is the first virtual reference service offered in Idaho.

 

We serve a combined population of 244,500. We plan to provide virtual reference service on a 24/7 basis, using a combination of our own reference staffs and professional librarian assistance from the selected vendor. Our goal is to provide reference service to the public in a responsive manner, regardless of how or when they contact us. Each of our libraries now provides reference service in person, by telephone, and by e-mail. We now wish to move to the next level: interactive electronic reference any hour of the day or night.

 

We seek proposals for electronic on-line virtual reference service that incorporate the following elements.

 

Proposal Acceptance Period

All proposals must include a statement that the proposal is valid for a period of sixty (60) days (minimum) subsequent to the RFP closing date.

 

Selection Criteria

The proposals will be reviewed by a selection committee including, but not limited to City staff and possibly citizens of Boise.  The proposals will be ranked based on responses to the criteria listed below.   A point system will be used with a set number of points to be awarded per criteria.  The proposer with the highest total accumulated points for all criteria will be consider the best qualified proposer for this service.  In the event of a tie, additional criteria will be established at the discretion of the City of Boise, for evaluation.

 

Post Proposal Questions

Before arriving at a final decision for award, additional written questions will be presented to the apparent best qualified proposer.  The intent of the questions is to ensure the City is selecting the best qualified service provider.  The questions are sealed and will not be shared until the apparent best qualified proposer is determined.

 

Final Best Qualified Proposer

The City will negotiate with the final best qualified proposer selected through this process for the purpose of developing an agreement with the City for professional services. If compensation or other terms cannot be agreed upon with the selected proposer, the City will terminate negotiations with that proposer and may enter into negotiations with the next highest ranked proposer.

 

The City reserves the right to investigate and confirm any proposer’s financial responsibility. This may include financial statements, bank references and interviews with past consultants, employees, and creditors.  Unfavorable responses to these investigations are grounds for rejection of proposal.

 

Proposal Format

After the introduction of your company and signatures, proposal format (responses) should follow the criteria listed below.  Maximum pages for your proposal should not exceed 25 written pages, including marketing materials.

 

If desired, the selection committee may select proposers to interview.

 

 

 

PROPOSAL SPECIFICATIONS AND CRITERIA

 

Please describe how your service will meet these specifications/criteria and whether these elements are part of a fixed price, a bundled price, or an add-on price, and the price itself.

 

Required: No software downloads or plug-ins required for patron. Security certificates are permitted. Complete virtual reference service available to patrons without down loading software or plug-ins.

 

Criteria/Specification          

1. Describe vendor corporate background, experience with virtual reference services in libraries, and compliance with standards. Include the following elements:

a.      Corporate history;

b.      Principal staff involved in virtual reference service;

c.      Key clients, especially  public and academic library consortia in the United States with names and contact information;

d.      Years of experience with virtual reference services, and number of questions answered for libraries each year for the last five years;

e.      Strategic partnerships in industry, especially those with library consortia, Integrated  Library System Vendors, technology providers, and specialized reference services;

f.        Copy of standard license agreement;

g.      Compliance with industry standards.

 

2.   Virtual interactive reference service provided 24 hours per day, 7 days per week, and 365 days per year by MLS and/or professionally qualified staff.

a.      What are the qualifications of your staff?

b.      How do you provide backup for your customers?

c.      How do you monitor the service?

 

3. Co-browsing features are supported and include:

1. Pushing web pages;
2. Escorting a patron so that both parties are viewing the same page;
3. Controlling movement of the mouse or cursor;
4. Interactive chat during the session;
5. Ability to co-browse proprietary databases, including those that include authentication by either party;

 

4. Seamless transition between inter-active chat session and alternative reference support.

1. Ability to transfer from live chat to e-mail;
2. Option to forward a live question to another librarian within or outside the service;
3. Option to have questions automatically forwarded to backup service if scheduled consortium staffs are busy so that patron receives timely and responsive service;
4. Queue management creates smooth and fluid service from patron and librarian side;
5. If additional reference support is purchased in bundles of questions, how are questions counted? For example if a patron asks several questions in one session, is the session counted as one exchange, or are all questions asked counted as individual questions?

 

5. Training provided to library staff includes:

1. In person on-site training, hours provided and to how many staff
2. On-line training;
3. Tutorials;
4. Update to training once installation is complete, hours and format provided;
5. Manuals and documentation.

 

6. Technical infrastructure and support, including:

1. Service response time;
2. System availability;
3. System redundancy and robustness;
4. Customer platforms supported;
5. Format of technical support: in person, by phone, web-based support etc.;
6. Assistance for branded service web-site;
7. Are there issues with accessing live chat if patron is behind a firewall?

 

7. Accessible for patrons with disabilities, including:

1. Can software such as JAWS or Open Book be supported at the patron side?
2. Describe configuration in relation to ADA compliance standards.

 

8. Multi lingual service available.

1. How are languages other than English supported by the service and/or software?

 

9. Verbatim transcripts are available to the patron, the library, and the consortium

1. Describe the software’s ability to capture logs or transcripts of reference sessions;
2. Describe where the transcripts are saved, and who has access to the files;
3. How is patron confidentiality preserved?
4. Who owns the data, who controls the data, when and how is the data purged?

 

 

10. E-mail reference service is integrated into virtual reference service.

1. How is email reference coordinated with virtual reference?
2. How does the patron indicate a preference for e-mail reference service?
3. How are e-mail statistics tracked for individual institutions and for the consortium?
4. Does email integration require a specific type of email client (such as GroupWise, Outlook Express etc.)?

 

11. Patron or staff side file sharing capabilities including:

1. Computer files created in-house (documents, spreadsheets, slide shows);
2. Databases that cannot be co-browsed.

 

12. Ability to create scripted responses such as:

1. Responses to patron inquiries for general communications;
2. Responses to specific questions;
3. How can scripted responses be customized by institutions, individuals, library divisions or consortium?
4. Automatic customer satisfaction survey is available following each session and is customizable.

 

13. Service supports remote hosting configuration of virtual reference service:

1. Describe hardware/software configuration required for library side, including the minimal configuration and the recommended configuration;
2. Describe the hardware/software configuration required for patron side, including the minimal configuration and the recommended configuration.

 

14. Service can be integrated with existing library web site and OPAC:

1. Features include persistent button capability;
2. Can features be customized post installation?
3. If we install a new OPAC following installation is there a charge for customization?

 

15. Scheduling software is part of the service:

1. What software is provided?
2. Is scheduling available for individual library and consortium, or both?

 

16. Usage statistics are captured, compiled, and reported:

1. What statistics are compiled?
2. What standard reports are generated?
3. Are reports available for individual institutions and the consortium as a whole?
4. Are modifications to the standard reports possible?
5. Statistics are reported using what software?

 

17. Other functions available:

1. Describe any other features, options or services not addressed elsewhere in this document and the cost of these options.

Attachments

 

 

 

Project:	Virtual Reference Service
Contractor:	To Be Selected
Owner:	City of Boise, Ada County, Idaho, a municipal corporation

 

THIS AGREEMENT, made this _______ day of ______________, 2003, by and between the City of Boise, a municipal corporation organized under the laws of the State of Idaho, hereinafter referred to as "CITY", and (Insert Company Name), a corporation organized under the laws of the State of (insert state).

 

1.  Scope of Services:  (Insert Company Name) will perform all services, and comply in all respects, as specified in (Insert Company Name)'s Proposal, (Insert Name of Project and #), dated (Insert Date), a copy of which is attached hereto as Exhibit "A" and incorporated herein by this reference, together with any amendments that may be agreed to in writing by the parties.

2.  Time of Performance:  All services contracted for will be provided between the dates of (Insert beginning date) and (Insert ending date). The term may be modified by mutual written agreement of the parties.

3.  Indemnification and Insurance:  (Insert Company Name) will indemnify and save and hold harmless CITY from and for any and all losses, claims, actions, judgments for damages, or injury to persons or property and losses and expenses caused or incurred by (Insert Company Name), its servants, agents employees, guests, and business invitees, and not caused by or arising out of the tortious conduct of CITY or its employees.  In addition, (Insert Company Name), Inc. will maintain, and specifically agrees that it will maintain, throughout the term of this Agreement, liability insurance, in which CITY will be named an additional insured in the minimum amount as specified in the Idaho Tort Claims Act set forth in Title 6, Chapter 9 of the Idaho Code.   The limits of insurance will not be deemed a limitation of the covenants to indemnify and save and hold harmless CITY; and if CITY becomes liable for an amount in excess of the insurance limits, herein provided, (Insert Company Name), Inc. covenants and agrees to indemnify and save and hold harmless CITY from and for all such losses, claims, actions, or judgments for damages or liability to persons or property.  (Insert Company Name) will provide CITY with a Certificate of Insurance, or other proof of insurance evidencing (Insert Company Name)'s compliance with the requirements of this paragraph and file such proof of insurance with the City.  In the event the insurance minimums are changed, (Insert Company Name) will immediately submit proof of compliance with the changed limits.  Additionally, (Insert Company Name) will maintain Workers Compensation Insurance, in the statutory limits as required by law.  Evidence of all insurance will be submitted to Boise City Purchasing, P.O. Box 500, Boise, ID., 83701.

4.  Independent Contractor:  In all matters pertaining to this agreement, (Insert Company Name) will be acting as an independent Contractor, and neither (Insert Company Name) nor any officer, employee or agent of (Insert Company Name) will be deemed an employee of CITY. The selection and designation of the personnel of CITY in the performance of this agreement will be made by CITY. 

5.  Compensation:  For performing the services specified in Section 1 herein, CITY agrees to reimburse (Insert Company Name) according to the billing schedule contained within ‘Exhibit A’.  Payment will not include any sub-contract or other personal services pay except as may be agreed to in writing in advance by the parties. 

6.  Method of Payment:  (Insert Company Name) will invoice the (Insert the name of the appropriate city agency and billing address) directly for all current amounts earned under this Agreement according to the Billing Schedule in Exhibit A.  CITY will pay all invoices within forty five days after receipt.

7.  Notices:  Any and all notices required to be given by either of the parties hereto, unless otherwise stated in this agreement, will be in writing and be deemed communicated when mailed in the United States mail, certified, return receipt requested, addressed as follows:

 

City of Boise Boise City Public Library P.O. Box 500 Boise, ID 83701

 

(Insert Company Name and address block)

 

 

Either party may change their address for the purpose of this paragraph by giving written notice of such change to the other in the manner herein provided.

8.  Attorney Fees:  Should any litigation be commenced between the parties hereto concerning this Agreement, the prevailing party will be entitled, in addition to any other relief as may be granted, to court costs and reasonable attorneys' fees as determined by a Court of competent jurisdiction.  This provision will be deemed to be a separate contract between the parties and will survive any default, termination or forfeiture of this Agreement.

9.  Time is of the Essence:  The parties hereto acknowledge and agree that time is strictly of the essence with respect to each and every term, condition and provision hereof, and that the failure to timely perform any of the obligations hereunder will constitute a breach of, and a default under, this Agreement by the party so failing to perform.

10.  Assignment:  It is expressly agreed and understood by the parties hereto, that (Insert Company Name) will not have the right to assign, transfer, hypothecate or sell any of its rights under this Agreement except upon the prior express written consent of CITY. 

11.  Discrimination Prohibited:  In performing the Services required herein, (Insert Company Name) will not discriminate against any person on the basis of race, color, religion, sex, national origin or ancestry, age or disability.

12.  Reports and Information:  At such times and in such forms as CITY may require, there will be furnished to CITY such statements, records, reports, data and information as CITY may request pertaining to matters covered by this Agreement.

13. Audits and Inspections.  At any time during normal business hours and as often as CITY may deem necessary, there will be made available to CITY for examination all of (Insert Company Name)'s records with respect to all matters covered by this Agreement. (Insert Company Name) will permit CITY to audit, examine, and make excerpts or transcripts from such records, and to make audits of all contracts, invoices, materials, payrolls, records of personnel, conditions of employment and other data relating to all matters covered by this Agreement.

14.  Publication, Reproduction and Use of Material.  No material produced in whole or in part under this Agreement will be subject to copyright in the United States or in any other country.  CITY will have unrestricted authority to publish, disclose and otherwise use, in whole or in part, any reports, data or other materials prepared under this Agreement.

15.  Compliance with Laws.  In performing the scope of services required hereunder, (Insert Company Name) will comply with all applicable laws, ordinances, and codes of Federal, State, and local governments.

16.  Changes.  CITY may, from time to time, request changes in the Scope of Services to be performed hereunder.  Such changes, including any increase or decrease in the amount of (Insert Company Name)'s compensation, which are mutually agreed upon by and between CITY (Insert Company Name), will be incorporated in written amendments to this Agreement.