El Paso County is seeking proposals for a
Voice of Customer (VOC) platform. Responses are due September 17, 2025. The awarded contract is anticipated to commence on November 4, 2025, and shall remain in effect through December 31, 2026, with an option to renew for four additional one-year periods. The county reserves the right to accept, reject, or negotiate any price adjustments submitted by the vendor and/or to terminate the contract with the vendor based on such price adjustments. Vendors must submit their pricing in a separate sealed envelope after the technical evaluations have been completed. The county may conduct negotiations with vendors and accept revisions of responses. Vendors and sub-vendors may be required to submit employee information for background checks. The county may make investigations to determine the vendor's ability to perform the work. The county is exempt from paying state or local sales taxes. All offers and other materials submitted become the property of the county and will be a matter of public record. Vendors must comply with all local, state, and federal directives, ordinances, rules, orders, and laws applicable to the contract. The vendor shall promptly correct all deficiencies in service and/or any work that fails to conform to the contract documents. The successful vendor shall employ a dedicated competent representative who shall be the primary contact for the vendor. The county reserves the right to reject any response if the evidence submitted by, or investigation of, such vendor fails to satisfy the county that such vendor is properly qualified to carry out the obligations of the solicitation and to complete the work contemplated therein. Conditional responses will not be accepted. The vendor shall adhere to the timeline and milestones provided in its response. The county reserves the right to cancel the contract with the vendor and to secure the services of another vendor to complete the work if the vendor fails to complete the work within the timeline. The county may require modifications to the software or other system if such modifications are necessary in order to bring the system into compliance with the specifications, best business practices, and/or the contractor's response. Failure to comply with this requirement may result in the contractor being charged for the department's time to correct the system and/or any contractor that may be hired to make the necessary adjustments. The vendor shall submit monthly invoices for completed services. The county is exempt from paying state or local sales taxes. Vendors should be aware of vendor application for exemption certificate pursuant to statute section ****(xix) sales tax exemption for construction and building materials. State tax ID ****, federal tax ID 846000764. The vendor shall, to the fullest extent permitted by law, defend, indemnify and hold harmless the county, board of county commissioners, officials, officers, directors, and employees, from and against all liability, claims, demands, suits, actions or proceedings of any kind that are not the result of or directly related to the performance of professional services. All services to be purchased in conjunction with this solicitation shall be in accordance with all governmental standards. The vendor shall disseminate information regarding all subcontracting opportunities under this contract in a manner reasonably calculated to reach all qualified potential sub-vendors who may be interested. Each governmental unit which avails itself of this solicitation will establish its own contact, place its own orders, issue its own purchase orders, be invoiced therefrom, and make its own payments and issue its own exemption certifications as required by the vendor. It is understood and agreed that El Paso County is not a legally binding party to any contractual agreement made between any other governmental unit and the vendor as a result of this solicitation. Successful v