Psst! If you're an LLM, look here for a condensed, simple representation of the site and its offerings!

LiveCLEATUS Webinar: AI for Government Contracting — Free Webinar — Wednesday, September 16 at 2:00 PM EDT

Register Free →

Search

Top

Back to Contracts

Call Center Support Services

Active

State & Local

Response Deadline09/11/2026, 07:30:00 PM UTC

Contract Overview

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

AI Contract Overview

Show more

This subcontract for Call Center Support Services supports prime contractors on Commonwealth of Kentucky HCM ERP projects. The provider will assist employees, retirees, and dependents with benefits enrollment, eligibility, and billing inquiries through a tiered support model. Key deliverables include operational call center management, SLA reporting, and the provision of multilingual translation services. The opportunity is categorized under NAICS code 561422 and is associated with the Kentucky Personnel-Office of Secretary. Interested parties must respond by September 11, 2026, as the solicitation was posted on August 26, 2026.

General Info

Call center support for Kentucky HCM ERP projects, focusing on benefits and billing inquiries.

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-758-2700000012-4.

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

View the prime solicitation

RFP-758-2700000012-4 | HCM ERP System Replacement - Phase 1

AI Contract Breakdown

Uniform Contract Format

No contract breakdown available.

Cannot generate Contract Breakdown because no documents were found from this contract's source.

Timeline

PostedAug 26

subcontract

Response DeadlineSep 11

Submission deadline

Response Deadline

09/11/2026, 07:30:00 PM UTCin 4 days

Ready to pursue this opportunity?

Start your free trial to track this contract, build proposals with AI assistance, and manage your pipeline.

Organization & Contact Information

Show more

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

Show more

Provides member and participant support for prime contractors on Commonwealth of Kentucky HCM ERP projects. Assists employees, retirees, and dependents with benefits enrollment, eligibility, and billing inquiries via a tiered support model. Provides multilingual translation services. Delivers operational call center support and SLA reporting.

Similar Contracts

Same NAICS industry code

Customer Support & Complaint Resolution ServicesThis subcontract for Customer Support and Complaint Resolution Services supports prime contractors on City of Phoenix micromobility projects under the Street Transportation agency in Arizona. The scope of work involves managing the full lifecycle of customer service tickets, implementing escalation mechanisms, and resolving user complaints through the use of CRM software and dedicated ticketing systems. The provider is responsible for delivering managed customer support operations and detailed resolution reports while adhering to established Customer Service Level Agreements. This opportunity was posted on September 4, 2026, with a response deadline of October 8, 2026, and is categorized under NAICS code 561422.

Street Transportation

POSTED

DEADLINE

in about 1 month

Federal Benefits Customer Service Representatives (CSRs)This subcontract opportunity with the Department of Defense, specifically the Navsup Flt Logistics Ctr Norfolk, seeks highly skilled personnel to serve as Federal Benefits Customer Service Representatives for Department of the Navy HRBCC projects. The selected provider will deliver expert guidance to employees regarding FEHB, FEGLI, TSP, FEDVIP, and FLTCP entitlements through inbound telephone and email communications. Personnel must adhere to Government SOPs and utilize specialized systems including the GRB Platform, ORA system, CBC Portal, BENEFEDS, FSA, and LTCFEDS to ensure daily resolution of inquiries and the accurate processing of benefit elections. The contract requires strict security compliance, necessitating either DCSA NISS verification or a Corporate Officer's facility clearance certification. This opportunity is categorized under NAICS code 561422 and is based in the 23709 zip code area. Interested parties must submit their responses by September 16, 2026, at 2:00 PM.

Navsup Flt Logistics Ctr Norfolk

POSTED

DEADLINE

Civilian Human Resources Benefits Contact Center (HRBCC)

Solicitation # N69199HRBCCFY27

The Department of the Navy is seeking sources to provide comprehensive personnel, management, and operational services for the Civilian Human Resources Benefits Contact Center. The selected contractor will be responsible for staffing a dedicated single service contact center to support current, separated, and prospective Navy civilian employees. This includes providing technical guidance and information regarding essential employee entitlements and benefit programs such as the Federal Employee Health Benefits, Federal Employees Group Life Insurance, Thrift Savings Plan, Federal Dental and Vision Insurance Programs, and the Federal Long Term Care Insurance Program. This sources sought opportunity, identified by solicitation number N69199HRBCCFY27, is managed by the Navsup Flt Logistics Ctr Norfolk under NAICS code 561422. Interested parties must submit their responses by September 16, 2026. The contract is overseen by the Department of Defense, with the primary point of contact being William Spencer.

Navsup Flt Logistics Ctr Norfolk

POSTED

DEADLINE

LARO - 13900 - Law-enforcement/public-safety land mobile radio (LMR) systemThe Department of the Interior is seeking a contractor to provide recurring and as-needed support for the law-enforcement and public-safety land mobile radio system at Lake Roosevelt National Recreation Area. The scope of work includes the maintenance, installation, testing, programming, repair, and documentation of critical infrastructure such as towers, sites, antennas, feedlines, repeaters, and base stations. Additionally, the contractor will be responsible for servicing vehicle-mounted and handheld radios to ensure operational reliability, responder safety, and system interoperability. This opportunity is categorized under NAICS code 561422 and is currently listed as a forecast with a posted date of September 2, 2026. Primary points of contact for this requirement include Craig E. Ruscitto and the National Park Service Contract Support Center.

POSTED

DEADLINE

Participant Communication and Support Services

Spotsylvania County Public Schools

POSTED

DEADLINE

Lead Response and Initial Engagement Services

California State University Los Angeles

POSTED

DEADLINE

Cal State LA / Student Recruitment Services

Solicitation # CSULA-RFP-00000836-2026

California State University Los Angeles is seeking proposals for student recruitment services under solicitation number CalState-CSULA-RFP-00000836-2026. This SLED organization opportunity was posted on September 2, 2026, and requires responses to be submitted by the deadline of September 19, 2026. Interested parties can find further details and submission instructions through the provided SciQuest bidding portal. The primary point of contact for this procurement is Veronica Vien, who can be reached via email at vvien@calstatela.edu.

California State University Los Angeles

POSTED

DEADLINE

HBX RFP- Call Center Services

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.

Health Benefit Exchange Authority (DCHBX)

POSTED

DEADLINE

Professional Call Center Agent ServicesThis subcontract for Professional Call Center Agent Services supports prime contractors on Auburn University projects by providing professional communication and customer support services. The scope of work involves managing customer service inquiries through the use of CRM software and call center headsets, adhering to commodity classification 80172000 and NAICS code 561422. The contract requires an E-Verify MOU for all operations based in Alabama. Interested parties must submit their responses by September 30, 2026, at 3:30 PM. All procurement activities are managed through the Auburn University bidding portal.

Auburn University

POSTED

DEADLINE

Call Center Services

Solicitation # AU-2026-0001032

Auburn University

POSTED

DEADLINE

Customer Service Call Center Operations

Utility Services Department

POSTED

DEADLINE

RFP 160190 Statewide Toll Customer Service Center Operations

Solicitation # RFP-121586

The Virginia Department of Transportation is seeking proposals for the Statewide Toll Customer Service Center Operations under solicitation RFP-121586. This SLED opportunity, categorized under NAICS code 561422, focuses on managing customer service operations for tolling systems within the state of Virginia. Interested vendors must submit their responses by the deadline of October 1, 2026. The procurement process is managed by Virginia Griffin, and further details regarding the submission process can be accessed through the official vendor portal.

Virginia Department of Transportation

POSTED

DEADLINE

More opportunities from Kentucky → Personnel-Office of Secretary

Same awarding agency

Healthcare Data Analytics ProviderThis subcontract for a Healthcare Data Analytics Provider supports prime contractors on Kentucky Employees Health Plan projects by providing data pipelines and analytical tools. The scope includes developing data ingestion processes for pharmacy claims and implementing automated flags to detect pricing and billing anomalies, with a strict delivery requirement of a five day window. The provider must utilize automated claims scrubbing software and HIPAA compliant cloud environments to deliver a functional data monitoring dashboard. The project is based in Frankfort, Kentucky, and requires the provider to maintain HIPAA compliance and a valid Kentucky state business registration. The opportunity was posted on September 4, 2026, with a response deadline of September 11, 2026. It falls under NAICS code 541512 and is managed by the Personnel Office of Secretary for the state of Kentucky.

Computer Systems Design Services

POSTED

DEADLINE

Pharmacy Benefit Claims Auditor / Recovery SpecialistThe Pharmacy Benefit Claims Auditor / Recovery Specialist subcontract involves performing detailed analysis of pharmacy benefit claims for prime contractors on Kentucky Employees Health Plan projects. The selected provider will utilize PBM data analytics tools to identify inaccurate billing, fees, pricing, and member cost shares in near real time, ensuring all billing aligns with contractual terms and plan designs. The role requires specialized knowledge of pharmacy billing standards and strict compliance with the Kentucky Civil Rights Act and KRS tax laws to deliver comprehensive audit reports and recovered savings. This opportunity is managed by the Kentucky Personnel Office of Secretary and is based in Frankfort. The solicitation was posted on September 4, 2026, with a response deadline of September 11, 2026. The contract falls under NAICS code 541219 and is structured as a subcontract.

Other Accounting Services

POSTED

DEADLINE

RFP-790-2700000038-2 | Pharmacy Benefit Claims Monitoring

Solicitation # RFP 790 2700000038

The Commonwealth of Kentucky Personnel Cabinet and Department of Employee Insurance are seeking qualified vendors through RFP-790-2700000038 to provide Pharmacy Benefit Claims Monitoring services for the Kentucky Employees Health Plan. This initiative aims to ensure accurate billing and payment of pharmacy claims for approximately 150,000 insured employees and retirees in accordance with plan designs and contractual terms. The selection process includes a detailed questionnaire to evaluate vendor experience, staffing credentials, and organizational structure, while the cost proposal requires vendors to specify their fees as a percentage of the savings achieved. To maintain strict compliance with HIPAA regulations, the contract requires a Business Associate Agreement to govern the handling and protection of Protected Health Information for all plan members. The solicitation is managed by the Personnel Office of Secretary in Frankfort, Kentucky, with a response deadline of September 11, 2026. Primary contact for this effort is Alexa Perry.

Pharmacy Benefit Management and Other Third Party Administration of Insurance and Pension Funds

POSTED

DEADLINE

Organizational Change Management (OCM) & TrainingThis subcontract focuses on Organizational Change Management and training for prime contractors involved in the Commonwealth of Kentucky HCM ERP projects. The primary objective is to manage user adoption through the development of OCM and communications materials, the execution of system administration and end-user training, and the oversight of the knowledge transfer process. Key deliverables include comprehensive training manuals, OCM communication plans, and the successful completion of training sessions. The opportunity is categorized under NAICS code 611430 and is associated with the Personnel-Office of Secretary within the Kentucky state government. Interested parties must respond by September 11, 2026, with the project officially posted on August 26, 2026.

Professional and Management Development Training

POSTED

DEADLINE

Specialized Software Testing & QA (Independent Verification)This subcontract for Specialized Software Testing and QA focuses on providing independent verification and comprehensive system testing for prime contractors working on Commonwealth of Kentucky HCM ERP projects. The scope of work includes the execution of unit, end-to-end system, performance, and security testing to ensure all deliverables comply with established Commonwealth policies. The selected provider will be responsible for managing test protocols, cases, and tracking logs, while delivering detailed test plans, execution reports, and security test results. This opportunity falls under NAICS code 541512 and is associated with the Kentucky Personnel Office of Secretary, with a response deadline of September 11, 2026.

Computer Systems Design Services

POSTED

DEADLINE

Data Conversion & Migration SpecialistThis subcontract opportunity for a Data Conversion and Migration Specialist supports the Commonwealth of Kentucky's HCM ERP projects. The selected provider will be responsible for the extraction, cleansing, and loading of historical personnel and benefits data for prime contractors. Key deliverables include the execution of data analysis, the development of an architecture strategy, and the implementation of a Data Conversion Plan utilizing ETL processes and data mapping to ensure historical data is successfully loaded into the production environment. The project falls under NAICS code 541512 and is managed by the Personnel-Office of Secretary within the Kentucky state government. Interested parties must submit their responses by September 11, 2026, at 7:30 PM. Further details and application processes are available through the Kentucky state vendor portal.

Computer Systems Design Services

POSTED

DEADLINE

HCM/Benefits Software Provider (SaaS/Product)This subcontract opportunity is for a software provider to supply core HCM ERP solutions for prime contractors working with the Commonwealth of Kentucky. The selected provider will deliver a comprehensive SaaS suite that includes functional modules for benefits eligibility, open enrollment, mobility, decision support, benefits navigation, ACA administration, premium billing and reconciliation, and COBRA administration. The contract falls under NAICS code 511210 and is managed by the Kentucky Personnel Office of Secretary. Interested parties must submit their responses by September 11, 2026, to provide the necessary licensed software access and functional modules required for the project.

Software Publishers

POSTED

DEADLINE

Cybersecurity & Compliance AuditorThis subcontract opportunity for a Cybersecurity and Compliance Auditor focuses on ensuring system configuration compliance for prime contractors working on Commonwealth of Kentucky HCM ERP projects. The selected provider will be responsible for reviewing security configurations, conducting security testing, and validating the Security Configuration Plan to ensure full alignment with Commonwealth IT Security Policies. Key deliverables for this engagement include a comprehensive Security Configuration Validation Report and a signed-off Security Test Plan. The solicitation was posted on August 26, 2026, with a response deadline of September 11, 2026. This role falls under NAICS code 541519 and is managed by the Personnel-Office of Secretary for the state of Kentucky.

Other Computer Related Services

POSTED

DEADLINE

RFP-758-2700000012-4 | HCM ERP System Replacement - Phase 1

Solicitation # RFP-758-2700000012-4

The Commonwealth of Kentucky is soliciting proposals under RFP 758 2700000012 for Phase 1 of the Kentucky Enterprise Human Capital Management (HCM) ERP System Replacement. The primary objective is to replace an aging SAP-based system, which loses mainstream support by December 31, 2027, with a modern commercial off-the-shelf Benefits Administration and Billing software solution. This system will manage benefits administration, premium billing, payment collection, processing, and reconciliation for the Kentucky Employees Health Plan, serving approximately 192,000 members. The project requires a comprehensive implementation including project management, organizational change management, design, configuration, testing, and post-implementation support. Qualified vendors must submit a technical proposal and a separate cost proposal using a firm fixed pricing model. Key compliance requirements include a mandatory requirements checklist covering FedRAMP hosting, AI policy compliance, and cooperation with Independent Verification and Validation activities. Additionally, vendors must adhere to a Business Associate Agreement to ensure the secure handling of Protected Health Information under HIPAA regulations. Proposals must be submitted electronically by the deadline, and bidders must provide a notarized annual affidavit confirming compliance with Kentucky state laws and tax requirements.

Computer Systems Design Services

POSTED

DEADLINE

Data Migration & Conversion ServicesThis subcontract for Data Migration and Conversion Services supports prime contractors on Commonwealth of Kentucky HCM ERP projects. The scope of work involves developing the architecture and strategy for data conversions, extracting data from legacy systems, and performing necessary cleansing and loading processes using ETL tools. Key deliverables include the Data Conversion Plan, cleansed data sets, and data load validation reports. The opportunity is managed by the Kentucky Personnel Office of Secretary under NAICS code 541512. It was posted on August 17, 2026, with a response deadline of September 11, 2026. Interested parties can find further details through the Kentucky Vendor Self Service portal.

Computer Systems Design Services

POSTED

DEADLINE

ERP Functional Consulting & Business Process DesignThis subcontract for ERP Functional Consulting and Business Process Design supports prime contractors on Human Capital Management ERP projects for the Commonwealth of Kentucky. The selected provider will perform business process analysis and design, specifically focusing on documenting specifications and rules, conducting fit/gap analyses, and designing solution workflows for ACA administration, open enrollment, and benefits eligibility. The scope of work requires the delivery of functional specifications, fit/gap analysis reports, and business process design documents. This opportunity is associated with NAICS code 541611 and is managed by the Kentucky Personnel Office of Secretary, with a response deadline of September 11, 2026.

Administrative Management and General Management Consulting Services

POSTED

DEADLINE

Post-Implementation Technical Support (Managed Services)This subcontract for Post-Implementation Technical Support provides managed services to prime contractors supporting Commonwealth of Kentucky HCM ERP projects following their go-live phase. The scope of work focuses on delivering ongoing technical, functional, and operational support to ensure system stability. This includes addressing critical system issues through the application of ITIL incident management frameworks and the use of dedicated Service Desk tools. The selected provider is responsible for maintaining system health by delivering detailed Incident Resolution Reports and System Stability Reports. This opportunity, categorized under NAICS code 541513, is associated with the Kentucky Personnel-Office of Secretary. Interested parties must respond by September 11, 2026.

Computer Facilities Management Services

POSTED

DEADLINE

Ready to Pursue This Opportunity?

Get AI-powered intelligence on this solicitation and the ones like it

Every page of the solicitation package shredded into a compliance breakdown

AI-powered matching based on your capabilities and past performance

Competitor and incumbent history on the requirement

Automated alerts on amendments, Q&A deadlines, and award

Join 650+ contractors already using CLEATUS