This Solicitation opportunity from California was posted on September 11, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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24-153 Re-Bid - Rental and Weekly Delivery of Floor Mats for Various DMV Contact Centers in the Customer Services Division (CSD)

Closed

24-153State & Local

Submission Closed10/02/2024

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 561422

New

SLED

FY 27 - DCAS - District Direct Contact Center - RFP

Solicitation # Doc842014

Solicitation Doc842014 is a request for proposals issued by the District of Columbia Office of Contracting and Procurement on behalf of the Department of Health Care Finance. The objective is to secure a contractor to staff, operate, and continuously improve the District Direct Contact Center (DDCC), which provides critical support for individuals enrolling in health and human service programs through the District Columbia Access System (DCAS). The contract is structured as a Firm Fixed Price agreement with a labor hour component, consisting of a one-year base term and four optional one-year extensions. Technical operations utilize Amazon Connect for the Automatic Call Distributor and Merative Social Program Management for eligibility determination. Award selection is based on a maximum of 112 points, with 90 points allocated to technical criteria, 10 to price, and 12 to preference points for certified business enterprises. Key requirements include a minimum of five years of experience in similar call center services and the provision of a Project Manager with a bachelor's degree. Contractors must adhere to strict compliance standards, including HIPAA and HITECH regulations for protected health information, the District of Columbia Living Wage Act, and Equal Employment Opportunity mandates. Additionally, the contractor must maintain an average Quality Score of at least 90% across customer interactions and comply with SBE subcontracting mandates, requiring at least 35% of the contract value to be subcontracted to Small Business Enterprises or Certified Business Enterprises.

Health Care Finance (DHCF)

POSTED

DEADLINE

Multilingual Virtual Customer Service Center (CSR)This subcontract for the Police Department of the City of Beverly Hills involves the operation of a Multilingual Virtual Customer Service Center to support parking citations and permits. The selected provider will manage a virtual call center featuring IVR and live agent support, accessible via a toll-free number and an online help desk. Services must be available seven days a week from 7:00 AM to 7:00 PM PT, with all staff based within the United States. To ensure accessibility for a diverse population, the center must provide support in English, Farsi, Chinese, Korean, and Spanish. The primary scope of work includes delivering live agent assistance and managing ticket resolution for prime contractors. Interested parties should note the response deadline of December 22, 2026, for this opportunity categorized under NAICS code 561422.

Police Department of City of Beverly Hills

POSTED

DEADLINE

RFP-758-2700000097-2 | Contact Center as a Service RFP

Solicitation # RFP-758-2700000097-2

The Cabinet for Health and Family Services (CHFS) in Kentucky is soliciting proposals for a Contact Center as a Service (CCaaS) solution. The selected vendor will be responsible for the design, development, and implementation (DDI) and the full transition of current operations to the CCaaS platform, which includes assuming ownership of approximately 32 toll-free and local numbers. The system must maintain 24/7 availability and utilize a mobile-first user experience based on human-centered design principles. Key deliverables include a project work plan with a RACI chart, a staffing plan, and ADA compliance testing, with a review process managed via a 10-5-5 cycle. Proposals are evaluated based on a technical score (maximum 5,000 points) and a cost score (maximum 2,000 points), with the technical approach being the most heavily weighted factor. To be considered for award, bidders must achieve at least 60% of the maximum technical points. Submissions must be delivered in three separate parts—Technical, Cost, and Proprietary—via the Commonwealth eProcurement System by January 29, 2027. Vendors must comply with strict security and legal standards, including the Protection of Personal Information Security and Breach Investigation Procedures and Practice Act, and must notify the Commonwealth of any data breaches within 72 hours. Payment is issued within 30 working days following the acceptance of goods or services.

POSTED

DEADLINE

Member Acquisition & Retention Program

Solicitation # dd5560b1-03dc-4c5a-bdc9-2cf1a98cf7bc

The National Payroll Institute is seeking proposals under bid number NPI-RFP-0001 for a comprehensive member acquisition and retention program. The selected proponent will be responsible for delivering bilingual outreach in English and French using a strategic combination of live agent outbound calls, emails, and other direct-to-consumer methods. Rather than replicating existing processes, the Institute is looking for market best practices and encourages proponents to recommend their own optimized approach, channel mix, and commercial model. Interested firms must provide firm, binding pricing as part of their submission. The solicitation was posted on November 7, 2026, and the deadline for responses is November 23, 2026, at 9:00 AM. The program will be performed within Canada.

POSTED

DEADLINE

Benefits Participant Support ServicesThis subcontract for Benefits Participant Support Services involves providing direct customer support for prime contractors managing benefit projects for the Phoenix Union High School District. The selected provider must operate a dedicated call and claim unit within the United States to resolve participant inquiries regarding coverage and eligibility. Operations are required to run Monday through Friday, from 8:00 AM to 6:00 PM Arizona Time, utilizing toll-free telephone systems and CRM or participant database access to deliver support and maintain detailed call logs. The opportunity was posted on November 5, 2026, with a response deadline of December 10, 2026. Classified under NAICS code 561422, the contract is managed through the Procurement agency in Arizona. Interested parties can find further details and submission guidelines via the provided OpenGov procurement portal.

POSTED

DEADLINE

Health Plan Member Communications & Customer SupportThe Health Plan Member Communications and Customer Support subcontract focuses on providing member-facing support services for prime contractors managing State of Maryland employee health plan projects. The scope of work includes operating a dedicated help desk for benefit inquiries, drafting comprehensive benefit summaries, and executing member outreach initiatives utilizing CRM software and call center infrastructure. To ensure the security of sensitive information, all personnel assigned to the project are required to undergo HIPAA privacy training. Key deliverables for this engagement include the production of member support logs, the creation of both printed and digital benefit guides, and the management of targeted communication campaigns. This opportunity is categorized under NAICS code 561422, with a response deadline set for November 23, 2026.

POSTED

DEADLINE

Telemarketing ServicesThis subcontract for Telemarketing Services supports the University of Texas M.D. Anderson Cancer Center by providing outbound donor engagement. The selected provider will work under prime contractors to execute fundraising calls using established scripts, focusing on the acquisition, retention, and reactivation of donors. To qualify, providers must possess professional experience in healthcare or non-profit fundraising solicitation. The contractor is responsible for delivering essential performance data, including detailed call logs, donation reports, and lead lists. This opportunity is categorized under NAICS code 561422, with a response deadline set for December 4, 2026.

University of Texas M. D. Anderson Cancer Center

POSTED

DEADLINE

Request Validation and Customer Support ServicesThe Request Validation and Customer Support Services subcontract supports the Massachusetts Executive Office of Health and Human Services by managing administrative intake and eligibility validation for prime contractors. The selected provider will operate a dedicated phone line and online portal to process requests, utilizing Fiscal Intermediary data to verify PCA eligibility. To ensure operational efficiency, the contractor must employ call center software to track service level agreements and provide ongoing customer assistance. Strict adherence to HIPAA compliance is required for all data handling to protect sensitive information. The contractor is responsible for delivering validated request data and comprehensive performance reports to the agency. This project is based in Boston and is categorized under NAICS code 561422, with a response deadline set for December 11, 2026.

Executive Office of Health and Human Services

POSTED

DEADLINE

Transport Booking and Customer Support ServicesThe Transport Booking and Customer Support Services subcontract involves providing managed customer intake and scheduling for prime contractors working on North East Lincolnshire Borough Council projects. The primary responsibilities include managing the Phone n Ride booking line, addressing customer inquiries, and ensuring Out of Office coverage in accordance with Criterion 5. To execute these services, the provider must utilize professional call center infrastructure and CRM software while adhering strictly to GDPR compliance standards. This opportunity was posted on November 3, 2026, with a response deadline of December 3, 2026.

North East Lincolnshire Borough Council

POSTED

DEADLINE

Request for Information City of Detroit Housing Resources Helpline

Solicitation # 550595

The City of Detroit Office of Contracting and Procurement, on behalf of the Department of Human, Homeless, and Family Services, has issued Request for Information 550595 to gather market insight from experienced call center operators. The primary objective is to obtain feedback to support and potentially upgrade the Detroit Housing Resource Helpline, which serves as a centralized entry point for residents seeking housing-related services. The system is projected to handle approximately 120,000 annual calls, requiring a robust intake and triage process utilizing multi-step scripts and logic to differentiate between emergency and non-emergency housing needs. The scope of this RFI focuses on two primary tracks: Call Center Operations and Call Center Technology/Integration. Interested respondents must provide a Respondent Questionnaire detailing their prior experience, including at least three relevant projects from the last five years, and identify any intended subcontractors. Additionally, respondents are asked to provide a proposed implementation timeline covering system design, installation, configuration, and testing, as well as the identification of key personnel who would be assigned to the project.

POSTED

DEADLINE

Live Complaint Hotline Operator ServicesThis subcontract for Live Complaint Hotline Operator Services supports the Ohio Department of Health's Bureau of Survey and Certification. The selected provider will deliver 24/7/365 live, human-to-human telephone answering and real-time data entry for complaint hotline projects. Key responsibilities include interviewing callers and submitting complaint data directly into web-based forms, with a strict requirement that telephony systems operate without the use of AI or automation. To ensure the security and privacy of sensitive information, the contractor must maintain full compliance with HIPAA and IRS Publication 1075 standards. This opportunity falls under NAICS code 561422, with a response deadline set for November 19, 2026.

Bureau Of Survey And Cert

POSTED

DEADLINE

Customer Contact and Appointment Scheduling ServicesThis subcontract for Customer Contact and Appointment Scheduling Services supports prime contractors working on Thames Water Utilities Limited facility projects. The scope of work involves comprehensive planning, customer outreach, and the booking of installation appointments. The service provider is responsible for managing all customer interactions and scheduling through the use of CRM software and workforce management systems, which must include the provision of live job status APIs to ensure real-time data accuracy. The primary deliverables are confirmed installation appointments and consistently updated job status data. Due to the nature of customer interaction and data handling, strict adherence to GDPR compliance is required. This engagement is categorized under NAICS code 561422 and is focused on streamlining the coordination between prime contractors and end customers to ensure efficient project execution.

Thames Water Utilities Limited

POSTED

10 days ago

DEADLINE

N/A

General Info

Agency

California Department of Motor Vehicles

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

CA, USA

Set-Aside

NONE

Documents

ifb

High

AI Contract Breakdown

Uniform Contract Format

Timeline

PhaseClosed

PostedSep 11

Solicitation

Response DeadlineOct 2

Deadline has passed

Submission Closed

10/02/2024

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Organization & Contact Information

AgencyCalifornia Department of Motor Vehicles

Contacts1 person available

OfficeN/A

Organization / AgencyCalifornia Department of Motor Vehicles

Office AddressN/A

Contacts

Troy Larsen

Full Description

The awarded contractor agrees to provide the Department of Motor Vehicles (DMV) all labor, tools, materials, equipment, and travel necessary to provide rental and weekly delivery of floor mats for various DMV Contact Centers for the Customer Services Division (CSD) for the term of this Agreement.
The anticipated term for this contract is 11/26/2024 through 11/25/2027
Questions are due 9/23/2024 at 5:00 p.m.
Answers will be posted 9/25/2024 by 5:00 p.m.
Bids are due 10/2/2024 and must be emailed.

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