This Solicitation opportunity from Government of Canada was posted on January 17, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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24-837 - RFP - Callback/Call Centre and Additional Professional Services

Closed

RFP 24-837International

Submission Closed01/17/2025, 01:00:00 PM UTC

Contract Overview

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

Active Opportunities Like This One

NAICS: 561422

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SLED

Telephone Town Hall Services

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The Office of Legislative Management, on behalf of the Connecticut General Assembly, is soliciting proposals for telephone town hall services to facilitate live, interactive meetings between state legislators and their constituents. The selected vendor must provide a comprehensive suite of services, including the necessary technology, telecommunications infrastructure, event management, technical support, training, and detailed reporting on participant engagement. Events are expected to last between 30 and 75 minutes, and the contractor must demonstrate at least five years of experience providing similar services to government organizations. Proposals are evaluated based on experience and demonstrated knowledge, strategic planning approach, cost-effectiveness, and any exceptions taken to the standard terms and conditions. The award process may include a request for Best and Final Offers on cost and requires final approval from Legislative Leaders. Key contractual requirements include a $1,000,000 professional liability insurance limit, compliance with the Americans with Disabilities Act, and adherence to state ethics and non-discrimination laws. Payments are generally processed forty-five days in arrears, though this is reduced to twenty-five days for certified small contractors or minority business enterprises.

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Office for New Americans Hotline

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The New York State Office for New Americans (ONA) is seeking a qualified organization to operate and maintain a toll-free multi-lingual hotline pursuant to The Immigrant Assistance Service Enforcement Act of 2014. This statewide program serves as a centralized information hub to provide referrals for programs and services available to new Americans and to report fraud and crimes against immigrants to the appropriate government offices. The contract term is five years, with a performance requirement that includes staffing an Immigration Attorney during all operational hours to guide call center staff on appropriate referrals. The hotline must operate seven days a week, with hours from 8:00 a.m. to 8:00 p.m. Eastern Time Monday through Friday, and 9:00 a.m. to 5:00 p.m. Eastern Time on weekends, excluding Federal and agreed-upon holidays. After-hours requirements include an automated outgoing message and a mechanism, such as a voice message or referral form, to facilitate call backs during business hours. This solicitation, numbered 2140844, has a response deadline of January 5, 2027. The procurement includes specific socioeconomic goals, targeting 30.00% for Minority/Women Business Enterprises (MWBE) and 6.00% for Service-Disabled Veteran-Owned Businesses (SDVOB).

NYS Department of State

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DEADLINE

311 After-Hours Services

Solicitation # RFP-2026-0036

The City of Mississauga is seeking a third-party vendor under solicitation RFP-2026-0036 to provide 311 after-hours services. Utilizing a hybrid service-delivery model, the City manages primary operations internally but requires external support for after-hours tier 1 and tier 2 coverage, as well as dispatch processes. Starting in 2027, the City will expand its internal operational hours, meaning the selected vendor will be responsible for the remaining after-hours windows and providing scalable support during emergencies, severe weather, major events, and periods of high demand. Interested parties must submit their responses through the City's EUNA Procurement portal by the deadline of December 10, 2026. This opportunity is managed by the City of Mississauga, with Victoria Mirlocca serving as the primary point of contact for inquiries.

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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)

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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.

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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.

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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.

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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.

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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

11 days ago

DEADLINE

in 19 days

AI Contract Overview

Export Development Canada is seeking proposals under RFP 24-837 for the procurement of callback and call centre operations along with additional professional services. This federal government solicitation is managed by the Government of Canada and is intended to secure specialized communication and professional support services. Interested parties can access the bidding documents through the Merx platform. The primary point of contact for this opportunity is Nina Rejhon-Sancho, and all inquiries should be directed to the designated solicitations email address.

General Info

Export Development Canada seeks proposals for call centre operations and professional support services.

Agency

Government of Canada → Export Development Canada - EDC

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

CAN

Set-Aside

NONE

Documents

No documents available

No documents were posted with this contract.

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Uniform Contract Format

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Timeline

PhaseClosed

PostedJan 17

Solicitation

Response DeadlineJan 17

Deadline has passed

Submission Closed

01/17/2025, 01:00:00 PM UTC

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Organization & Contact Information

AgencyGovernment of Canada → Export Development Canada - EDC

Contacts1 person available

OfficeN/A

Organization / AgencyGovernment of Canada → Export Development Canada - EDC

Office AddressN/A

Contacts

Nina Rejhon-SanchoPoint of Contact

Full Description

Callback/Call Centre and Additional Professional ServicesBidding and Documents are available on http://www.merx.com. Fees may apply; See https://www.merx.com/public/pricing for more information.