Public Proposal for "Setagaya Ward Inquiry Center (Setagaya Call) Service Consignment"

Public Proposal for "Setagaya Ward Inquiry Center (Setagaya Call) Service Consignment"
- 1 - Setagaya Ward Inquiry Center (Setagaya Call) Service Consignment Business Selection Implementation Guidelines 1. Business Overview (1) Scheduled Contract Subject: Setagaya Ward Inquiry Center (Setagaya Call) Service Consignment (2) Purpose: This contract aims to improve citizen services and operational efficiency by operating the "Setagaya Ward Inquiry Center (Setagaya Call)", whose main business is to handle inquiries from residents and accept applications for ward projects. (3) Business Details: ① Inquiry Center Construction Work: Construction of facilities and systems necessary for business operations. ② Inquiry Center Operation Work: All operations related to the operation of the inquiry center, including responding to inquiries from residents, providing information, and accepting applications. (Includes preparation and maintenance of facilities, equipment, etc. necessary for operations). *Details are provided in the separate "Requirements Specification". Please note that the "Requirements Specification" is a tentative specification at the time of this announcement and may be subject to change due to specification adjustments after selection. (4) Contract Period (Scheduled): - Inquiry Center Construction Work Consignment (Debt Assumption Act): (7 months from November 1, 2024, to May 31, 2025) - Inquiry Center Operation Work Consignment: (4 years and 4 months from June 1, 2025, to October 31, 2031) *The contract for this commissioned work will be divided into a contract for the call center construction work and a contract for the call center operation. *The contract for this commissioned work is conditional upon the budget for this contract being established and allocated. *For the contract for this commissioned work, the contract period for the call center construction work will be from November 1, 2024, to May 31, 2025, with a debt assumption act set for FY2024. The first year of the call center operation contract will be from June 1, 2025, to March 31, 2026. The contract can be renewed up to four times until FY2031, with annual contracts and satisfactory performance. The contract period for the fourth renewal will be from April 1, 2031, to October 31, 2031. Contract terms and amounts will be negotiated between both parties when specifications are reviewed or new technologies are introduced during contract renewals, or when there are changes in minimum wage or labor costs. Contracts will be concluded within the budget for each fiscal year. *The contract may be amended or terminated in case of accidents or frequent performance deficiencies during the contract period. 2. Proposal Limit Amount: Total for Contract Performance Period: ¥2,041,773,000 (Tax Included) [Breakdown] Construction Costs: - FY2025: ¥115,773,000 (Tax Included) Operation Costs: - Total from June 1, 2025, to October 31, 2031: ¥1,926,000,000 (Tax Included) (Estimated Annual Breakdown) - FY2025: ¥364,000,000 (Tax Included) - FY2026: ¥436,000,000 (Tax Included) - FY2027: ¥436,000,000 (Tax Included) - FY2028: ¥436,000,000 (Tax Included) - FY2029: ¥254,000,000 (Tax Included) 3. Reason for Adopting Proposal Method: This business requires specialized capabilities, such as know-how in operating municipal inquiry centers and knowledge/technology for constructing and operating the necessary systems. Furthermore, to improve the efficiency of inquiry center operations and enhance convenience for residents, it is necessary to solicit proposals that emphasize aspects such as ensuring operator quality, improving first-contact resolution rates, and enhancing and strengthening the operational structure and systems, including the introduction of AI voice bots. Therefore, a proposal method will be used to select a business operator that demonstrates superior capabilities and track record through comprehensive evaluation. 4. Eligibility for Proposal Participation (1) Applicant Requirements: Applicants must meet all of the following requirements at the time of proposal submission. ① Must be registered in the Setagaya Ward competitive bidding participant list. ② Must not fall under the provisions of Article 167-4, Paragraph 1 of the Local Government Act (including cases where applied mutatis mutandis under Article 167-11, Paragraph 1 of the same Act). ③ Must not be within the period of suspension of bidding or designation by Setagaya Ward. ④ Must not have any arrears in prefectural or municipal taxes. ⑤ Must not be an organization where a member, executive, advisor, or affiliated person of the Setagaya Ward Inquiry Center Business Consignment Operator Selection Committee is serving as a principal, executive, advisor, or affiliated person. ⑥ Must have experience as the representative entity or as a joint venture responsible for operating an inquiry center, having received inquiries regarding all general affairs of a municipality, in the Tokyo wards or a local government with a population of 400,000 or more, since FY2021. *"Permanent inquiry centers for handling inquiries regarding all general affairs of a municipality" do not include inquiry centers limited to specific municipal services (e.g., bulky waste reception, vaccination support). ⑦ In the case of applying as a joint venture, all of the following requirements under (2) "Joint Venture Participation Requirements" must be met. Furthermore, all representative entities and participating entities of the joint venture must meet requirements ① through ⑤ above. ⑧ Must have obtained ISO2700X or Privacy Mark certification for information security of personal and corporate information, or possess an equivalent or higher information security management system. (2) Joint Venture Participation Requirements: If participating as a joint venture, all of the following requirements must be met. ① A representative entity must be selected by the unanimous consent of all participating entities, and the representative entity shall handle the application procedures. ② Documents proving the joint venture status must be submitted with the application documents. ③ The representative entity and participating entities must not be concurrently applying as other applicants (sole applicants, representative entities of other joint ventures, or participating entities). ④ Changes to the representative entity or participating entities after application are not permitted. If changes are necessary, the application must be withdrawn, and a new application must be submitted by the changed representative entity and participating entities within the application period. 5. Period, Location, and Method of Business Selection Document Distribution (1) Distribution Period: From June 26, 2026 (Friday) to July 10, 2026 (Friday). (2) Distribution Location: Setagaya Ward Official Website. (3) Distribution Method: Self-download from the Setagaya Ward Official Website for those who wish to obtain the documents. 6. Submission Period, Location, and Method for Statement of Participation (1) Submission Period: From June 26, 2026 (Friday) to July 10, 2026 (Friday). Business Hours: 9:00 AM to 5:00 PM (excluding Saturdays, Sundays, and holidays). (2) Submission Location: Public Relations and Citizen Engagement Division, Policy and Management Department. (3) Submission Method: Fill out the "Statement of Participation (Form 1)" with the required information, affix the representative's seal, and submit it with the attached documents. Submission is by hand delivery only. (4) Documents to be Submitted (1 copy each): - 4 - ① Statement of Participation (Form 1) *Includes attached documents. ② Tax Payment Certificate (Prefectural and Municipal Taxes). ③ Documents confirming the track record of consignment work as per 4(1)⑥ (copy of contract, etc.). ④ Documents proving joint venture status (only for joint venture applications). *② must be issued within 3 months and cannot be a copy. 7. Criteria for Selecting Proposers: No selection of proposers will be made in this case; only eligibility will be checked. Those who are confirmed to meet the eligibility requirements will be notified of their selection as a proposer for the proposal invitation by March 14, 2026 (Tuesday). Those who do not meet the eligibility requirements will be notified that they were not selected as a proposer. 8. Inquiry Reception: Inquiries regarding the preparation of proposals will be accepted as follows. (1) Reception Period: From July 6, 2026 (Monday) to July 15, 2026 (Wednesday) 5:00 PM (strict deadline). (2) Submission Method: Inquiries will only be accepted via email to the "14. Contact Department" using the "Inquiry and Response Form (Form 3)" sent via email from the responsible department to the participating entities. (3) Response Method: Received inquiries will be answered via email to all participating businesses using the "Inquiry and Response Form (Form 3)" by 5:00 PM on July 27, 2026 (Monday). 9. Proposal Submission: (1) Content: As per the "Setagaya Ward Inquiry Center (Setagaya Call) Service Consignment Business Selection Guidelines". 10. Criteria for Identifying Proposals: (1) Business Implementation Policy. (2) Structure, Schedule, and Progress of Construction Work. (3) Matters Related to Each Function: ① Inquiry Reception, etc. Function. ② FAQ Function. ③ CRM Response Management Function. ④ Escalation Function. ⑤ Event Reception Function. ⑥ SMS Transmission Function. ⑦ Voice Bot (AI Automated Voice Response System) Function. (4) Inquiry Center Operation Structure: ① Operation Structure and Service Level. ② [Key Item] Business improvement proposals based on collection of resident needs that lead to improved first-contact resolution rates. ③ [Key Item] Initiatives and measures to maintain and improve operator response quality. ④ Knowledge of this Ward (Ward's organizational structure, systems, main projects, ward geography, main facilities, etc.). ⑤ Personnel Training. (5) Maintenance and Management of Facilities, Equipment, and Systems / Emergency Response: ① Facilities, Equipment, and Systems. ② Emergency Response. (6) Information Security Measures. (7) Other Additional Proposals. * (7) will be evaluated based on the costs associated with additional proposals and the expected benefits. (8) Consignment Performance Record. (9) Price. * (9) will be evaluated based on the total amount of the estimate for construction up to May 2025 and the estimate for operation from June 2025 onwards. (10) Specialized Technical Skills and Enthusiasm for the Project (evaluated during presentation). * (10) applies only to businesses selected in the first screening. 11. Proposal Review: The review will be conducted in two stages, and the selection committee (Chairperson: Director of Policy and Management / Members: Director of Regional Promotion Division, Tamagawa General Branch Office; Director of Resident Services Division, Setagaya General Branch Office; Director of DX Promotion Division; Director of Building Management Division) will comprehensively evaluate the proposals based on the "Evaluation Criteria" in item 10 above and make a selection. (1) First Screening (Document Review): Date: September 10, 2026. If there are 4 or more applicants, a preliminary document review will be conducted, and the top 3 will be selected. (2) Second (Final) Screening (Presentation): Date: October 23, 2026 (scheduled). Venue: Setagaya Ward Office. *The presentation (proposal explanation and Q&A) will be approximately 45 minutes per company. (Maximum presentation time by the applicant is 20 minutes. Maximum Q&A time is 25 minutes.) *Details regarding start times, venues, etc., will be notified separately to those selected for the second screening. 12. Notification of Review Results: (1) First Screening (Document Review): Notification will be sent via email to those selected for the second screening by 5:00 PM on September 11, 2026. (2) Second (Final) Screening (Presentation): Notification will be sent via mail to all applicants on October 30, 2026 (scheduled). *If the schedule for the second (final) screening (presentation) changes, the notification date for the review results may also change. 13. Other: (1) Language and Currency Used in Procedures: Limited to Japanese and Japanese currency. (2) Contract Deposit: Exempt. (3) Requirement for Contract Creation: Required. (4) Existence of plans to conclude a discretionary contract with the contractor for other work directly related to this work: None. (5) Contact Point for Inquiries to Obtain Related Information: Same as "14. Contact Department". (6) The Ward may publicly disclose the trade name/name of entities that have expressed their intention to participate in this project and submitted proposals, as well as the reasons for selecting the proposals (review process, etc.). (7) All costs related to proposals shall be borne by the proposer. (8) Replacement or resubmission of the Statement of Participation or proposals after the submission deadline is not permitted. (9) Documents submitted by proposers will not be returned. Duplication may occur as necessary for the review. (10) If a participant requests an explanation of their evaluation results in writing, information on their ranking, total score, and scores for each evaluation criterion will be provided as the reason for selection or non-selection. (11) False statements in the Statement of Participation, proposals, or other submitted documents will result in disqualification. (12) This project is subject to the minimum wage requirement under the Setagaya Ward Public Contract Ordinance. *Reference Minimum Wage (per hour): FY2024: ¥1,610 FY2025: ¥1,460 FY2026: ¥1,330 FY2027: ¥1,230 FY2028: ¥1,170 (13) The members of the Setagaya Ward Inquiry Center Business Consignment Operator Selection Committee are as follows. *Members may change due to personnel changes, etc. Chairperson: Kouta Tanaka, Director of Policy and Management Members: Mikako Tamano, Director of Regional Promotion Division, Tamagawa General Branch Office; Tomotaka Osawa, Director of Resident Services Division, Setagaya General Branch Office; Yu Hidakashi, DX Promotion Division, DX Promotion Department; Masafumi Kitamura, Director of Building Management Division, Building Maintenance Department; Yoshiko Shimakawa, Director of Public Relations and Citizen Engagement Division. 14. Contact Department: Public Relations and Citizen Engagement Division, Policy and Management Department Contact: Idoshita / Sasaki / Sugiyama Setagaya Ward, Setagaya 4-21-27 Setagaya Ward Office East Building 4F Telephone: 03-5432-2014 FAX: 03-5432-3001 Email: To be provided after submission of Statement of Participation. - 1 - Announcement of Commencement of Public Proposal Procedure We hereby request proposals as follows.