This Government Contract opportunity from Kentucky was posted on August 17, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Call Center & Member Support Services

Closed

State & Local

Submission Closed09/11/2026, 07:30:00 PM UTC

Contract Overview

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

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NAICS: 561422

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Solicitation # DOC844161

Solicitation Doc844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority (DCHBX) for a fixed-price contractor to staff, train, and manage customer service representatives for two contact centers: the DC Health Link/Exchange and the Massachusetts Health Connector for Business (MA SHOP). The contract includes a base period starting October 1, 2027, with option years extending through September 30, 2032. The selected contractor will be responsible for delivering a variety of project management and operational deliverables, including transition plans, standard operating procedures, and quality assurance plans, while adhering to strict performance metrics and service level agreements. Failure to meet targets for call abandonment rates, average handle time, and response times may result in liquidated damages. The contract imposes rigorous compliance and reporting requirements, particularly regarding data privacy and local workforce development. Contractors must adhere to the Exchange Privacy and Security Compliance Addendum, which mandates strict handling of personally identifiable information and requires reporting of potential security incidents within one hour. Additionally, the contractor must comply with District of Columbia local hiring laws, including the First Source Employment Agreement and a 51 percent resident hiring goal. Other key requirements include adherence to the DC Living Wage Act, SBE subcontracting goals of 35 percent for projects over 250,000 dollars, and the submission of comprehensive EEO and tax certifications. Performance will be monitored through monthly key performance indicators and evaluated using a standardized past performance rating scale.

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POSTED

11 days ago

DEADLINE

in 10 days

AI Contract Overview

This subcontract for Call Center and Member Support Services supports prime contractors on Commonwealth of Kentucky HCM ERP projects. The service provider will deliver tiered customer support to employees, retirees, and beneficiaries, focusing on benefits enrollment, eligibility, plan selections, and billing inquiries. These services are delivered through a call center infrastructure that includes multilingual support. The contractor is responsible for providing resolved support tickets and detailed Call Center Performance Metrics to ensure service quality. This opportunity is associated with NAICS code 561422 and is managed by the Personnel-Office of Secretary for the state of Kentucky. The response deadline for this requirement is September 11, 2026.

General Info

Call center support for Kentucky HCM ERP projects, deadline September 11, 2026.

Agency

Kentucky → Personnel-Office of SecretaryView Agency

NAICS

561422 - Telemarketing Bureaus and Other Contact CentersView NAICS

Place of Performance

Other, KY, USA

Set-Aside

NONE

Documents

This scope was carved out of RFP 758 2700000012.

The full solicitation package (22 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

RFP-758-2700000012-3 | HCM ERP System Replacement - Phase 1

AI Contract Breakdown

Uniform Contract Format

No contract breakdown available.

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Timeline

PhaseClosed

PostedAug 17

subcontract

Response DeadlineSep 11

Deadline has passed

Submission Closed

09/11/2026, 07:30:00 PM UTC

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Organization & Contact Information

AgencyKentucky → Personnel-Office of Secretary

ContactsNo contacts available

OfficeN/A

Organization / Agency

Kentucky → Personnel-Office of Secretary

View Agency Profile

Office AddressN/A

ContactsNo contact information available

Full Description

Provides tiered customer support for employees, retirees, and beneficiaries for prime contractors on Commonwealth of Kentucky HCM ERP projects. Assists with benefits enrollment, eligibility, plan selections, and billing inquiries using call center infrastructure and multilingual support. Delivers resolved support tickets and Call Center Performance Metrics.

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