This Government Contract opportunity from Small Business Administration was posted on September 10, 2021. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Synopsis

Closed

P0010Federal

Submission Closed09/24/2021, 02:00:00 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

New

SLED

Contact Center Services RFP-1

Solicitation # 26-83111500-RFP

The Florida Department of Management Services has issued a solicitation for Contact Center Services under RFP No. 26-83111500-RFP, establishing a three-year State Term Contract with the potential for multiple statewide awards. The contract requires comprehensive contact center capabilities including Automatic Call Distribution, Interactive Voice Response in English, Spanish, and Creole, call recording, workforce management, and advanced reporting and analytics. All performance must occur within the United States, with strict prohibition against offshore subcontracting, and vendors must submit a formal attestation to this effect. Responses are evaluated on a best-value basis using a combination of technical and cost proposals, with technical merit carrying a maximum weight of 660 points and cost up to 500 points, for a combined score of 1,160. To be considered, proposals must achieve a minimum of 600 technical points, with scoring based on adjectival ratings for each technical prompt, emphasizing overall approach, staffing, transition planning, and service innovation. Compliance with Florida statutes is mandatory, including certification of a drug-free workplace, adherence to E-Verify requirements, and submission of detailed forms regarding conflict of interest, non-collusion, subcontractor disclosure, and vendor registration with the Florida Department of State. The contract incorporates enterprise standard terms and conditions, along with general contract conditions that govern order placement, contract administration, and performance obligations. All services must be delivered across the State of Florida, with the Government retaining full authority to inspect and accept work at contractor or customer sites, including remote agent locations. Contractors are required to provide electronic invoices via EDI 810 or PO Flip through the MyFloridaMarketPlace system, and must ensure all personnel meet security and privacy standards including CJIS, HIPAA, PCI-DSS, NIST 800-53, and SOC 2. Personnel qualifications, background screenings, and approval by the Customer are mandatory, and any subcontracting requires prior written consent. The contracting officer, Evan McLaughlin, is the primary point of contact, and a Contracting Officer’s Representative will be named post-award. While detailed pricing information is not available as cost proposals remain blank in the solicitation materials, the contract structure allows for monthly ceiling rates applicable to service categories, with renewal options subject to availability of appropriations.

Department of Management Services

POSTED

DEADLINE

24/7 Customer Service and Reservation SystemThe 24/7 Customer Service and Reservation System subcontract, managed by COSPD Purchasing in Massachusetts, involves the operation of a multilingual customer service and trip booking system. The project requires the implementation of real-time tracking, call center support, and full digital platform integration to ensure seamless service delivery. The contract is categorized under NAICS code 561422 and will be performed at the Washington Street location in Salem, Massachusetts. Interested parties must submit their responses by the deadline of August 31, 2026, following the posting date of August 17, 2026.

POSTED

DEADLINE

Transcription & Editorial Support ServicesThe Office of Court Administration in Texas is seeking a subcontractor for Transcription and Editorial Support Services. This contract focuses on the post-proceeding processing of court records and legal documents, specifically requiring audio-to-text conversion, editing, proofreading, and formatting to ensure high-quality assurance of all legal transcripts. The opportunity is categorized under NAICS code 561422. Interested parties must submit their responses by the deadline of September 1, 2026. Further details and submission guidelines can be accessed through the Texas SmartBuy portal.

Office of Court Administration

POSTED

DEADLINE

Administrative and Case Management SupportThis subcontract opportunity with the Department of Justice, managed by Eousa-Acquisitions Staff, seeks a provider to deliver ongoing administrative support for case management systems, tracking, and the coordination of legal documentation. The project is designated as a total Small Business Set Aside under NAICS code 561422 and will be performed in Houston, Texas. Interested parties must submit their responses by August 25, 2026, following the posting date of August 11, 2026. Further details regarding the submission process can be found through the provided government workspace link.

Eousa-Acquisitions Staff

POSTED

DEADLINE

Unified Communications and Contact Center Solutions

Solicitation # 092926

Sourcewell, a Minnesota state local government unit, is seeking proposals for Unified Communications and Contact Center Solutions to establish a procurement vehicle for its Participating Entities. These entities encompass a wide range of public agencies, including governmental, tribal, nonprofit, and educational institutions across the United States and Canada. The solicitation specifically encourages participation from small, minority-owned, women-owned, and veteran-owned business enterprises as either prime contractors or subcontractors. Interested parties must submit their proposals exclusively through the Sourcewell Procurement Portal by the deadline of September 29, 2026, at 3:30 p.m. Central Time. Late submissions will not be accepted. The primary point of contact for this solicitation is Tara Wolff, and further details can be accessed via the official procurement portal or the provided public purchase link.

POSTED

DEADLINE

RFQ - COLLECTIONS, CHAT AND CALL CENTER SERVICES

Solicitation # BPM013211

The County of San Diego has issued a solicitation, identified as RFQ BPM013211, seeking professional services for collections, chat, and call center operations. This local government opportunity is based in San Diego, California, and is managed by a contracting officer through the Biddingo platform. Interested parties must submit their responses by the deadline of August 20, 2026, at 5:00 PM PT. The contract focuses on establishing comprehensive communication and financial recovery services to support the county's operational needs within the 92123 zip code area.

POSTED

DEADLINE

ITS60 RFQ for Saas Customer Support System

Solicitation # RFQ 2027.02

The Massachusetts Office of the Inspector General (OIG) is seeking a cloud-based SaaS customer support and ticketing system through Request for Quotation BD-27-1059-MAOIG-MAOIG-132087, issued on August 4, 2026, with responses due by August 24, 2026. The system must support approximately 7,200 annual public inquiries across multiple channels, including web, email, and phone, while integrating seamlessly with existing systems such as the Avaya phone platform, Microsoft Suite, and the OIG website. The platform must provide omnichannel intake, automated ticketing workflows with SLA tracking, a self-service portal, a searchable knowledge base, real-time reporting with exportable analytics, and robust security features including multi-factor authentication, single sign-on, role-based permissions, and audit logging. The vendor must also implement API connectivity with Power BI, an LMS, and an AI chatbot, and support a user structure of two administrators and approximately 25 regular users. The preferred contract term is three years with optional renewals, and the selected vendor will be required to execute the OIG Confidentiality Agreement and a Statement of Work post-award. Proposals must be submitted exclusively via email to rfr.responses@mass.gov and include a detailed written description of the SaaS product, a training and implementation plan, a proposed contract term with renewal options, a comprehensive cost breakdown covering implementation and annual fees, evidence of vendor history and qualifications, and contact information for three client references. Evaluation will be based on best overall value using a trade-off approach, weighing technical solution, implementation capability, vendor experience, and price without assigned numerical weights or adjectival ratings. Payment will follow the Commonwealth Bill Payment Policy, with invoicing directed to Marcelle Payen, CFO, at 1 Ashburton Place, Boston, MA 02108. No formal FAR clauses, security clearances, socioeconomic certifications, or CAGE/UEI requirements are mandated. The anticipated award date is October 12, 2026, and performance will be centered at the OIG’s Boston office, though the service is entirely cloud-based. There are no specified page limits, file types, or submission portals beyond email, and no FOB terms, packaging requirements, or formal CLIN structures apply.

MAOIG - Office of the Inspector General

POSTED

DEADLINE

Senior Customer Service Representative StaffingThe City of Austin is seeking qualified vendors to provide senior-level customer service representatives to support COA Tech programs, with responsibilities including direct public interaction, case management, and timely service delivery. These representatives must possess the experience and expertise to handle complex inquiries, ensure high-quality customer experiences, and maintain compliance with program standards. The contract is structured as a subcontract and falls under NAICS code 561422, which corresponds to temporary help services, indicating the nature of the staffing support required. Solicitations are open with a response deadline of September 1, 2026, and the opportunity was posted on August 3, 2026. There is no set-aside classification specified, and the place of performance and organizational details are not provided in the data, though the work is tied to city operations in Texas. All proposals must demonstrate the ability to deliver skilled personnel capable of functioning effectively within a public-sector environment, with emphasis on professionalism, responsiveness, and operational reliability. Interested parties should access the full solicitation through the provided online portal for additional requirements and submission guidelines.

POSTED

DEADLINE

Call Center Voice Support ServicesThe contract requires the provision of inbound and outbound voice support services for library patrons within San Diego County, focusing on account assistance, overdue notice communications, and general service inquiries. Performance must align with defined standards and response time thresholds to ensure consistent, high-quality patron interactions. The work is classified as a subcontract under NAICS code 561422, which pertains to call center services, and is issued by the San Diego County agency through the California state system. The solicitation was posted on July 30, 2026, with responses due by August 21, 2026, and all services are expected to be performed in San Diego. No set-aside status or point of contact information is provided, and the primary reference for details is the agency’s external portal link.

POSTED

DEADLINE

Live Chat Customer Service OperationsSan Diego County is seeking a subcontractor to provide real-time digital customer support through live chat services for patrons of the San Diego County Library. The contractor will be responsible for answering inquiries related to library accounts, services, upcoming events, and institutional policies during designated operational hours. This role requires prompt, accurate, and courteous assistance delivered via live chat to ensure a positive user experience for library users across the county. The work must be performed remotely with no specified physical location, though the place of performance is tied to San Diego. The solicitation is open for bids with a submission deadline in August 2026 under NAICS code 561422, which classifies the service as business support services including call center operations. Subcontractors must be prepared to meet the technical and operational demands of delivering high-quality virtual customer service aligned with the library’s public service standards.

POSTED

DEADLINE

RFQ - COLLECTIONS, CHAT AND CALL CENTER SERVICES

POSTED

DEADLINE

Customer Service and Order SupportThis contract involves providing multichannel customer support services for end recipients of promotional goods, handling inquiries related to order status, shipment tracking, and issue resolution through various communication channels. The work is being procured as a subcontract under the Department of Agriculture’s Kentucky office, with performance expected to be conducted remotely or across unspecified locations marked as “Other.” The primary focus is on delivering timely and accurate support to ensure customer satisfaction for recipients of promotional items distributed under agency initiatives. The solicitation was posted on July 28, 2026, with a response deadline of August 28, 2026, and is classified under NAICS code 561422, which corresponds to call centers and other administrative support services. Only qualified subcontractors with proven experience in customer engagement, order systems, and multimodal support platforms are expected to respond, with no set-aside designation specified for small or disadvantaged businesses.

Department of Agriculture

POSTED

23 days ago

DEADLINE

in 9 days

General Info

Agency

Small Business Administration → Ofc Of Disaster AssistanceView Agency

NAICS

561422 - Telemarketing Bureaus and Other Contact CentersView NAICS

Place of Performance

Herndon, VA, 20171, USA

Set-Aside

NONE

Documents

(1)

A18+JOFOC+Call+Center+Extension+Final+CA+signed.pdf

PDF

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Timeline

1 update

PhaseClosed

PostedSep 10

special-notice

Response DeadlineSep 24

Deadline has passed

Justification (J&A)Oct 7

Justification & Approval published

Submission Closed

09/24/2021, 02:00:00 PM UTC

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Organization & Contact Information

AgencySmall Business Administration → Ofc Of Disaster Assistance

Contacts1 person available

OfficeWASHINGTON, DC, 20416, USA

Organization / Agency

Small Business Administration → Ofc Of Disaster Assistance

View Agency Profile

Office AddressWASHINGTON, DC, 20416, USA

Contacts

Roger Henriquez

contact@example.gov

Full Description

The Small Business Administration (SBA) intends to issue a modification for a two (2) month extension on its contract 73351020P0010, with Contractor, LiveOps Agent Services, LLC (hereby referred to as - LiveOps) for the call center services, under the authority in Federal Acquisition Regulation (FAR) Part 6.302-1. See the attachment as part of this synopsis.