2019IVR004 - Interactive Voice Response Services

General Information
BAVN ID: 36133
Category: Personal Services
Type: Request For Proposal
Description: The City of Los Angeles Department of Building and Safety is seeking proposals from interested firms to replace the Interactive Voice Response (IVR) system. The IVR provides two applications: Automated Inspection Request System (AIRS) and the Inspection Call Back System (ICBS), both of which are essential to the Department’s daily operations. The AIRS allows customers to interact with the Department’s system via their telephone keypad in scheduling an inspection, while the ICBS sends an automated notification call that provides the customer a 2-hour window of the LADBS Inspector’s arrival to the project site on the day of the inspection. LADBS must ensure the proper requirements and support of the IVR System are met to ensure high levels of functionality and avoid any lapse in services.
Prime NAICS: 517110: Wired Telecommunications Carriers
517210: Wireless Telecommunications Carriers (except Satellite)
541990: All Other Professional, Scientific, and Technical Services
561421: Telephone Answering Services
Sub NAICS: 517919: All Other Telecommunications

* The current status is 'Pending Award'. The review for compliance with all other City contracting requirements is completed. The Awarding Department may now prepare a contract award.
** There is an online Business Inclusion Outreach requirement. All outreach must be completed by 05/01/19 at 11:59 PM. No outreach will be allowed or considered on or after 05/02/19 12:00 AM.

Status: Pending Award *
Posted: 03/14/19
Outreach Due: 05/02/19 12:00 AM**
Bid Due: 05/16/19 10:00 AM
Summary Due: 05/17/19 4:30 PM

Dept: Building and Safety
Name: Mario Salazar
Email: mario.a.salazar@lacity.org
Phone: (213) 482-6776


Date Title
04/26/19 Updated Q&A, and Extended Submission Deadline
Addendum #3 posted, including Questions and Answers through 4/19/2019, and a revision to Section 4.5 of the Interactive Voice Response Services RFP to extend the deadline for submission of proposals from May 2, 2019, to May 16, 2019.

04/11/19 RFP Questions and Answers as of 4/11/2019, Conference Attendance List, Conference Presentation, and Addition of Section 7.31 (Attachment 22)
Addendum #2 posted, including Questions and Answers through 4/11/2019, the Proposer Conference Attendance List, the Proposer Conference PowerPoint presentation, and an addition of Section 7.31 (Attachment 22) "Disclosure Ordinances Affidavit" to RFP 2019IVR004.

03/29/19 RFP Mandatory Pre-Proposal Conference Attendance Options (In Person and Remote)
Addendum #1 posted, including the addition of a remote attendance option for the mandatory pre-proposal conference. Section 4.4 "Mandatory Proposers' Conference" has been revised to include detailed instructions for both in person and remote attendance.


Date Location
at 10:00 AM
Department of Building and Safety - Training Room
201 North Figueroa Street, Suite 920
Los Angeles, CA 90012

A Mandatory Pre-Proposal Conference will be held on 4/4/2019 at 10:00 am. Attendance is mandatory to be eligible to submit a proposal deemed responsive. RSVP for the meeting by sending an email to LADBS.ASD@lacity.org by 10:00 am on 4/3/2019.


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Scope of Work Documents Uploaded Size
RFP 2019IVR004 03/14/19 3:52 PM 592.0 KB
Additional Documents Uploaded Size
Appendix A - IVR Workflow 03/14/19 3:52 PM 1.54 MB
Appendix B - Cost of Work 03/14/19 3:52 PM 12.0 KB
Appendix C - Sample XML Structure 03/14/19 3:52 PM 1.14 MB
Attachment 22 - National Rifle Association Ordinance 04/11/19 4:51 PM 50.0 KB
Attachments 1-21 for RFP 2019IVR004 03/14/19 3:52 PM 4.58 MB
RFP 2019IVR004 Addendum 1 032919.pdf 03/29/19 2:42 PM 201.0 KB
RFP 2019IVR004 Addendum 2 041119 04/11/19 4:51 PM 192.0 KB
RFP 2019IVR004 Addendum 3 042619 04/30/19 10:36 AM 191.0 KB
RFP 2019IVR004 Proposer Conference Attendance List 040419 04/11/19 4:51 PM 249.0 KB
RFP 2019IVR004 Proposer Conference Presentation 040419 04/11/19 4:51 PM 1.63 MB
RFP 2019IVR004 Q&A as of 041119 04/11/19 4:51 PM 153.0 KB
RFP 2019IVR004 Q&A as of 041919   RFP 2019IVR004 Q&A as of 041919 04/26/19 4:22 PM 176.0 KB
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