RFP # 12-9338-10KS

November 30, 2012

REQUEST FOR PROPOSAL

COLLECTION SERVICES, HENRICO COUNTY PUBLIC LIBRARY (HCPL)

COUNTY OF HENRICO

Your firm is invited to submit a proposal to provide Henrico County Public Library (HCPL) with Collection Services in accordance with the enclosed specifications and terms included herein. The submittal consisting of the original proposal and five (5)additional hard copies marked, “Collection Services, Henrico County Public Library (HCPL)”, will be received no later than 2:30 p.m., January4, 2013by:

IN PERSON OR SPECIAL COURIERU.S. POSTAL SERVICE

County of HenricoCounty of Henrico

Department of General ServicesDepartment of General Services

Purchasing Office ORP.O. Box90775

1590 E. Parham RoadHenrico, Virginia23273-0775

Henrico, Virginia 23228

This RFP and any addenda are available on the County of Henrico website at: The Bids and Proposals link is listed under the Henrico Business Section on the home page. To download the IFB, click the link and save the document to your hard drive. To receive a printed copy of this document please call (804) 501-5660 or To receive an email copy of this document please contact

Time is of the essence and any proposal received after 2:30 p.m., January4, 2013 whether by mail or otherwise, will be returned unopened. The time of receipt shall be determined by the time clock stamp in the Purchasing Office, Department of General Services. Proposals shall be placed in a sealed, opaque envelope, marked in the lower left-hand corner with the RFP number, title, and date and hour proposals are scheduled to be received. Offerors are responsible for insuring that their proposal is stamped by Purchasing Office personnel by the deadline indicated.

A pre-proposal conferencewill be held on December11, 2012 at 10:00 a.m. in the Purchasing Office, North Run Office Complex, 1590 East Parham Road, Henrico, VA23228. Offerors are strongly encouraged to attend the pre-proposal conference in order to ask questions regarding the RFP requirements and to familiarize themselves with the purchasing procedures. Only two representatives from each firm will be allowed to attend the meeting. A teleconference number has been established for suppliers who are unable to travel to the County of Henrico. To join the meeting, call 804-727-8383,enter meeting ID 7002, and password 4545. It is limited to one caller from each supplier.

The awarding authority for this contract is the Director of General Services, County of Henrico.

Nothing herein is intended to exclude any responsible firm or in any way restrain or restrict competition. On the contrary, all responsible firms are encouraged to submit proposals. The County of Henrico reserves the right to accept or reject any or all proposals submitted.

Technical questions concerning this Request for Proposal should be submitted to Kevin Steinbrecher, no later thanDecember 14, 2012.

Very truly yours,

Christopher L. Winstead, P.E.

Director of General Services

Kevin Steinbrecher, CPPB, A.P.P.

Procurement Supervisor

804-501-5690

1590 E. Parham Road/P.O. Box 90775/Henrico, Virginia23273-0775

(804) 501-5660 Fax: (804) 501-5693

REQUEST FOR PROPOSAL

COLLECTION SERVICES, HENRICO COUNTY PUBLIC LIBRARY (HCPL)

COUNTY OF HENRICO

I. PURPOSE

It is the intent of this Request for Proposal (RFP) and the resulting contract to obtain the services of a qualified vendor to provide the Henrico County Public Library (herein identified as HCPL) with a suite of patron communication services including Overdue Notification, Collections, and Inbound Phone Based Patron service.

In order to obtain the best possible collection services, HCPL requests that the Successful Offeror be able to interface directly with SIRSI Symphony ILS. This is the Libraries’ integrated library automation system.

II. BACKGROUND

  1. Henrico County has a population of almost 311,000and a land area of 245 square miles. It is a high growth area adjacent to Richmond, Virginia. HCPL consists of three Area Libraries, Seven Branch Libraries and a Bookmobile. Last years’ figures show HCPL’s holdings number over 314,907 titles and 863,147 physical items. Approximately 268,866 patrons are currently registered. Annual circulation is over 3,860,738 items per year. HCPL has reciprocal borrowing agreements with 3 other library systems.
  1. HCPL uses the SIRSI Integrated Library Automation System,as well as the RFID system from Bibliotheca for book identification and self-check. HCPL charges various fines and fees. (See Attachment E)
  1. Three (3) days prior to materials coming due, HCPL notifies any patron who has provided HCPL with their e-mail address with a notice detailing what is coming due. Delinquency notices are mailed to non-e-mail patrons. The first is sent at 14 days overdue, the second at 35 days overdue. The second (last) notice states that accounts with materials that are not returned within 60 days of the due date will be automatically be charged the cost of the materials and a $10.00 processing fee for each of the overdue items. The library user may not use his/her card to check out materials until the delinquency is settled.
  1. Overdue patron accounts with balances of $25 or more will be submitted for collection. It is estimated that about 40 accounts will be submitted for collection each week. HCPL will provide patron information for submitting accounts and provide weekly updates via ASCII computer output.
  1. Total fines and costs collected in recent years is listed below:

Calendar YearDollar Volume# of Accounts

2010$400,1351957

2011$401,1803585

2012$402,6753071

  1. Contract payments in recent years is listed below:
  2. Fiscal Year ending 2010:$11,000

2011:$16,000

2012:$34,000

III.SCOPE OF SERVICES

  1. Collection Services:

The County of Henrico is seeking proposals from Offerors to provide the following Services. All proposals must either meet or exceed the specified requirements. Offerors shall be able to provide the following:

  1. Accept automated data transfer and payment information from HCPL’s SIRSI Symphony ILS and be able to accommodate any future system upgrades. It is expected that the Successful Offeror will work at no cost, with HCPL and its software vendor, to ensure accurate and timely transmission of data. The Offeror will provide an Acknowledgement Report on all electronically submitted accounts.
  1. Ensure the confidentiality, security, and safety of all HCPL files, documents, computer files, etc.
  1. Direct patronsto make payments directly to HCPL. However, should any payments be sent to the Successful Offeror, the SuccessfulOfferor will maintain accurate records of any collection transactions received, including cash, money order, credit card and checks. These payments will be transmitted in full to HCPL within one business day.
  1. Provide written documentation of HCPL account numbers corresponding to payments written on all payment transactions. In addition, appropriate mechanisms for verifying and tracking all payments received shall be forwarded to HCPL.
  1. Provide on a monthly basis a report that details for each patron the value of materials returned, money received, charges waived, and balance due. The Successful Offeror shall work with HCPL to develop and provide custom reporting if requested by HCPL. It is expected this should be performed at no additional charge to HCPL.
  1. Have the ability to submit accounts to credit bureaus and maintain them in an active status for no less than seven years (unless state law is less) or until the contract fully expires with HCPL the County.
  1. Provide skip-tracing services to locate patrons with bad addresses. On a monthly basis, the Successful Offeror will provide new addresses acquired to HCPL that are cross-referenced with patron account numbers.
  1. Send written communications to the responsible party for all patrons under the age of eighteen when HCPL provides patron date of birth and/or juvenile codes.
  1. Provide HCPL 24-hour, live, interactive account access to patron information contained in the Successful Offeror’s database. This access shall be through a secured connection and allow HCPL to look at all accounts submitted to the Successful Offeror, active or inactive, and their current status. It should also allow HCPL to see collection activities that have occurred on the accounts. HCPL staff should be able to easily suspend accounts, generate paid-in-full letters on the Successful Offeror’s letterhead, and create reports directly from the Successful Offeror’s secured database 24 hours a day, 7 days a week.
  1. Have a strategic partnership with HCPL’s SIRSI Integrated Library Automation System provider andprovide a list of references containing at least three entities (library/government/corporate clients) utilizing this software) and the years of service with each entity.
  1. Help with on-site training as needed by HCPL at no cost to the County.
  1. Meet periodically with HCPL staff, when requested, to discuss services and ensure satisfaction by answering any questions, sharing current results, and providing training as desired by the library.
  1. Mutually establish routine written procedures for handling the services described herein with HCPL.
  1. Place an emphasis on the return of materials to the library and direct patrons to return all payments back to the library.
  1. Demonstrate a strong ability to maintain patron goodwill.
  1. Return any accounts currently being serviced to the library at the end of the contract period for assignment to the new Successful Offeror.
  1. Provide the option of print, voice message, or text notification as directed and desired by HCPL.

a)For Print Notices

  1. Process records through the National Change of Address (NCOA) database prior to mailing. New addresses obtained shall be provided to the library in electronic format.
  1. Have the ability to combine multiple notices for one patron to minimize duplication so the same patron does not receive multiple notices and/or bills.
  1. The noticeshall be printed on 8 1/2” x 11” paper with Library letterhead, folded for use with window envelopes.
  1. Shall print, fold, and insert notices into envelopes and mail notices to the library’s patrons.

b)ForVoice Message or Text Notification, the offeror shall:

  1. Have the capability of providing telephone notification, either in conjunction with the printed notices or as a separate service. The wording of the messageshallbe directed by the library.
  1. Contact designated patrons via automated message relaying information regarding their account, with a library designated phone number appearing on the caller ID.
  1. Send a printed notice to a patron as described above in the event apatron cannot be contacted via phone or text message.
  1. Reformat the data for different file types (Overdue Notice, Bill Notice, Hold Pickup Notice, and Hold Cancellation Notice) into a mutually agreeable format between HCPL and the Successful Offeror, if required.
  1. Include in the contract price all expenses that may be incurred as part of defining setup, reformatting, establishment of procedures, and testing.
  1. Phone-based Patron Communication Service:

HCPL desires the following services to be provided by the Successful Offeror to assist in the answering of incoming customer phone calls to HCPL locations. The Successful Offeror shall provide all personnel, facilities, supplies, and equipment necessary to initiate the live patron answering service. The Successful Offeror must comply with all Federal and Virginia laws and regulations during the contract period. HCPL will forward appropriate customer based phone calls to the Successful Offeror’s facilities. The Successful Offeror will provide a turn-key service designed to answer HCPL customer questions relating to circulation services.

  1. Offerors shall understand the average time to answer incoming HCPL phone calls will be 15 seconds or less.
  1. The Successful Offeror shall have a means of identifying phone calls originating from HCPL so that the call is treated specifically for HCPL.
  1. Provide appropriate staffing levels to answer patron phone calls between the hours of 9:00 AM and 9:00 PM Monday – Friday, and 9:00 AM and 6:00 PM onSaturday.
  1. Providestaff trained to utilize HCPL internal Integrated Library System (ILS) software, currently SirsiDynix’s Symphony. Possessdemonstrable experience utilizing ILS or similar software in like projects.
  1. Offerors shall demonstrate a grasp of detailed library operational mechanisms and policies related to the circulation function of public libraries.
  1. Offerors shalldemonstrate a capability to handle the following types of phone calls from HCPL customers:

a)Item renewal

b)Item or material discovery in Library catalogs

c)Placement of hold requests

d)Adjustment of hold requests

e)Explanation of any policy related to item circulation

f)Explanation of any policy related to the accrual of monetary amounts on customer accounts

g)Basic HCPL location information, including directions, hours, facility information, and event information

h)Processing fine payments on credit card or other electronic means.

  1. Technical support for customers using HCPL websites
  2. Technical support for customers using HCPL electronic media resources, such as Overdrive.
  1. Offerors shall demonstrate the manner in which calls that are deemed inappropriate for service by their staff would be identified and handled.
  1. Offerors shall provide a means through which each call handled is categorized based on the specific aspect of the call.
  1. Offerors shall have the capability to digitally record and store all calls, made on the behalf of HCPL, for no less than three months. The Successful Offeror shall make available to HCPL staff all retained call recordings via a secure website.
  1. The Successful Offeror shall provide mechanisms for alerting appropriate HCLP staff of issues that require onsite staff to resolve, and a tracking mechanism to ensure that issues are resolved.
  1. Offerors shall include a detailed Quality Assurance (QA) plan, which includes their staff call monitoring, to ensure HCPL standards are upheld.
  1. Offerors shallprovide a detailed Disaster Recovery (DR) plan which specifies what, if any, redundant systems and locations will be utilized to ensure service delivery.

IV.ANTICIPATED SCHEDULE

The following represents a tentative outline of the process currently anticipated by the County:

Request for Proposals distributedNovember30, 2012

Pre-proposal conferenceDecember 11, 2012, 10:00 a.m.

Deadline for questionsDecember14, 2012

Proposal Submission Deadline January4, 2013, 2:30 p.m.

Conduct oral interviews and negotiations with OfferorsJanuary22, 2013

Finalize Contract Documents February15, 2013

Contract/installation begins after March 1, 2013

V.COUNTYRESPONSIBILITIES

HenricoCounty will designate an individual to act as the Project Manager for all work performed under this contract. The Project Manager shall coordinate the work, and shall have the authority to make decisions in writing binding their respective employers on matters within the scope of the contract.

VI.GENERAL CONTRACT TERMS AND CONDITIONS

A.Annual Appropriations

It is understood and agreed that the contract resulting from this procurement (“Contract”) shall be subject to annual appropriations by the County of Henrico, Board of Supervisors. Should the Board fail to appropriate funds for this Contract, the Contract shall be terminated when existing funds are exhausted. The Successful Offeror (“Successful Offeror” or “contractor”) shall not be entitled to seek redress from the County of Henrico, Virginia (the “County”) should the Board of Supervisors fail to make annual appropriations for the Contract.

B.Award of the Contract

1.The County reserves the right to reject any or all proposals and to waive any informalities.

2.The Successful Offeror shall, within fifteen (15) calendar days after Contract documents are presented for signature, execute and deliver to the Purchasing Office the Contract documents and any other forms or bonds required by the RFP.

  1. The Contract resulting from this RFP is not assignable.

4.Upon making an award, or giving notice of intent to award, the County will place appropriate notice on the public bulletin board located at the following locations:

Purchasing OfficeEastern GovernmentCenter

North Run Office Complex3820 Nine Mile Road

1590 East Parham RoadHenricoVA23223

HenricoVA23228

HenricoGovernmentCenter

4301 E. Parham Road

HenricoVA 23228

Notice of award or intent to award may also appear on the Purchasing Office website:

C.Collusion

By submitting a proposal in response to this Request for Proposal, the Offeror represents that in the preparation and submission of this proposal, said Offeror did not, either directly or indirectly, enter into any combination or arrangement with any person, Offeror or corporation or enter into any agreement, participate in any collusion, or otherwise take any action in the restraint of free, competitive bidding in violation of the Sherman Act (15 U.S.C. § 1 et seq.) or Section 59.1-9.1 through 59.1-9.17 or Sections 59.1-68.6 through 59.1-68.8 of the Code of Virginia.

D.Compensation

The Successful Offeror shall submit a complete itemized invoice on each delivery or service that is performed under the Contract. Payment shall be rendered to the Successful Offeror for satisfactory compliance with the Contract within forty-five (45) days after receipt of a proper invoice.

E.Controlling Law and Venue

The Contract will be made, entered into, and shall be performed in the County of Henrico, Virginia, and shall be governed by the applicable laws of the Commonwealth of Virginia without regard to its conflicts of law principles. Any dispute arising out of the Contract, its interpretations, or its performance shall be litigated only in the Henrico County General District Court or the Circuit Court of the County of Henrico, Virginia.

F.Default

1.If the Successful Offeror is wholly responsible for a failure to perform the Contract (including, but not limited to, failure to make delivery of goods, failure to complete implementation and installation, and/or if the goods and/or services fail in any way to perform as specified herein), the County may consider the Successful Offeror to be in default. In the event of default, the County will provide the Successful Offeror with written notice of default, and the Successful Offeror shall provide a plan to correct said default within 20 calendar days of the County’s notice of default.

2.If the Successful Offeror fails to cure said default within 20 days, the County, among other actions, may complete the Contract work through a third party, and the Successful Offeror shall be responsible for any amount in excess of the Contract price incurred by the County in completing the work to a capability equal to that specified in the Contract.

G.Discussion of Exceptions to the RFP