1.1 Purpose of request for information

First National Bank of Axxum (FNBA) is soliciting information about potential teleservicing vendor solutions to enhance its retail Customer Service Department (CSD) systems with the intent of:

• Increasing the speed of transaction access and execution.

• Reducing transaction complexity.

• Reducing the amount of training required for FNBA Customer Service Representatives.

The response to this Request for Information (RFI) must describe features, equipment, software, vendor services, and expected FNAX accountabilities to complete the project.

The intent of this Request for Information is to describe the various attributes required of the new or enhanced Customer Service system. Responses will be used to select finalist vendors. Finalist vendors may be requested at a subsequent time to formalize their responses and bids for final selection.

1.2 Type of proposal solicited

Vendors must make a clear distinction between requirements and customization which will be satisfied by their standard package or tool set and those which require modifications and/or development. In each instance where modifications and/or development will be needed to satisfy a mandatory requirement, vendors must indicate a completion time frame to provide the new function. In addition, vendors must clearly identify where co-development on FNAX systems (e.g. Host or VRU) will be recommended to satisfy a specific requirement.

It is suggested that vendors review Section 5 to gain an understanding of the different scenarios and options to be estimated in vendors responses. Note that in addition to the scenarios involving a vendors participating as prime contractor, a...