This Sources Sought opportunity from Department Of State was posted on February 5, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Consular Affairs Public Facing Contact Center

Closed

1677345Federal

Submission Closed02/28/2024, 05:00:00 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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State University of New York

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Department Of Correction

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DEADLINE

Visual Interpretation Agent ServicesThis subcontract for Visual Interpretation Agent Services supports prime contractors on MBTA rapid-transit projects in Boston, Massachusetts. The selected provider will deliver live, smartphone-based visual interpretation and wayfinding assistance to blind and low-vision riders by answering incoming video calls and providing real-time descriptions of their environments. Qualified agents must possess bilingual proficiency in English and Spanish and successfully complete MBTA-specific training. In addition to providing real-time interpretation services, the contractor is responsible for delivering monthly performance data reports. The response deadline for this opportunity is November 20, 2026.

MBTA - Massachusetts Bay Transportation Authority

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DEADLINE

Non-Clinical Call Center OperationsThis subcontract for Non-Clinical Call Center Operations supports prime contractors serving Cook County Health pharmacy projects in Illinois. The selected provider will deliver managed call center agent services to handle 24/7 inbound and outbound call volumes, focusing on general member services and non-clinical patient inquiries. A critical requirement of the engagement is the strict maintenance of HIPAA compliance to ensure the secure handling of all patient data. Interested parties should note the response deadline of November 20, 2026, for this opportunity categorized under NAICS code 561422.

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Request For Proposal Call Center Services for Central Fill Pharmacy

Solicitation # H26-25-037

Cook County Health is soliciting proposals under solicitation number H26-25-037 for comprehensive call center services to support its Central Fill and Mail Order Pharmacy operations. The selected vendor will provide 24/7 inbound and outbound support, including customer service, patient engagement, and care coordination, utilizing credentialed licensed pharmacists and certified pharmacy technicians. Performance is measured by strict service levels, requiring 90% of calls to be answered within 30 seconds and a call abandonment rate not exceeding 5%. The contract allows for an initial term with the possibility of two successive 12-month renewal periods, provided there is written agreement 120 days prior to expiration. Proposals will be evaluated based on technical qualifications, pricing, responsiveness, and MBE/WBE participation, with the potential for shortlisted vendors to provide presentations or demonstrations. Required submission documents include a one-page cover letter, an executive summary with an organizational chart, a detailed implementation plan, and an Economic Disclosure Statement. Pricing must be submitted separately and cover operations, member services, clinical support, reporting, and implementation. The vendor must comply with Cook County Living Wage and prevailing wage requirements, maintain strict HIPAA and cybersecurity standards, and submit to audits by Cook County Health or relevant government agencies. Payment terms are Net 45 days following the receipt of a compliant invoice.

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Member Trip Scheduling and Call Center ServicesThis subcontract for Member Trip Scheduling and Call Center Services supports prime contractors on Louisiana Department of Health Medicaid projects. The selected provider will manage member intake and trip scheduling through a dedicated call center, coordinating medical appointments and resolving member escalations. To ensure operational success, the contractor must utilize VoIP infrastructure and employ agents who are fully HIPAA-trained. The project is administered by the State of Louisiana under NAICS code 561422. Interested parties must submit their responses by the deadline of November 24, 2026. The primary deliverables include the successful scheduling of member trips and the efficient resolution of all member inquiries.

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Member Coordination and Scheduling SupportThis subcontract for Member Coordination and Scheduling Support involves providing essential operational services for prime contractors working on Louisiana Department of Health Medicaid projects. The selected provider will manage call center operations focused on trip requests, appointment confirmations, and no-show management. To ensure compliance and operational efficiency, the contractor must maintain CRM and IVR infrastructure and ensure all staff complete mandatory HIPAA training. Key deliverables include the provision of detailed scheduled trip logs and comprehensive member communication records. Interested parties should note that the response deadline for this opportunity is November 24, 2026, at 4:00 PM. The project falls under NAICS code 561422 and is managed through the Louisiana Procurement office.

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MDE Appointment Scheduling and Claimant NotificationThe MDE Appointment Scheduling and Claimant Notification subcontract supports prime contractors on Department of Veterans Affairs projects, specifically for the Sac Frederick office. The selected provider will be responsible for managing telephone access for scheduling, issuing notification letters to claimants within a strict 24-hour window, and maintaining call recordings for audit purposes. Key deliverables include the scheduled appointments, the notification letters, and the associated call recordings. Due to the nature of the work, the contractor must ensure full HIPAA compliance and undergo VA personnel vetting. This opportunity falls under NAICS code 561422, with a response deadline set for October 26, 2026.

Sac Frederick (36C10X)

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DEADLINE

24/7 Call Center and Dispatch OperationsThis subcontract for 24/7 Call Center and Dispatch Operations supports prime contractors on Housing Authority of the City of Los Angeles projects. The selected provider will be responsible for continuous live answering services, entering work order data into HACLA systems, and managing the dispatch of after-hours emergency work orders for residents. To qualify, the contractor must possess professional call center telephony systems and maintain cybersecurity insurance. The project is based in Los Angeles, California, under NAICS code 561422, with a response deadline set for November 12, 2026.

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Out-of-Hours Emergency Repairs Call Handling ServicesThis subcontract for Connexus Homes Limited involves the provision of professional out-of-hours emergency repairs call handling and triage services for social housing projects. The selected provider will be responsible for managing incoming emergency requests during non-business hours, assessing the urgency of each call based on established protocols, and dispatching the necessary requests to internal teams or third-party contractors. To qualify, providers must possess the required call center infrastructure and demonstrate proven experience within the UK social housing sector. The contract requires the delivery of a fully operational service available 24 hours a day, 365 days a year. Interested parties must submit their responses by November 6, 2026, at 12:00 PM. This opportunity is categorized under NAICS code 561422 and is focused on ensuring seamless emergency response and dispatch management for prime contractors working with the agency.

Connexus Homes Limited

POSTED

DEADLINE

Provision of out of hours customer call centre services.

Solicitation # 2026/S 000-096246

Connexus Homes Limited is seeking a reliable and customer-focused supplier to provide out-of-hours emergency repairs call handling services for its customers in Herefordshire and Shropshire. The service is designed to ensure timely support during evenings, weekends, bank holidays, and other closure periods. The appointed provider must have proven experience within the UK social housing sector and will be responsible for professionally managing calls, assessing the urgency of issues, providing clear advice, recording information, and dispatching emergency repairs to internal teams or nominated contractors according to established protocols. The contract has an estimated total value of 212,000 GBP including VAT, with an initial performance period from April 1, 2027, to March 31, 2029. There is an option to extend the agreement for an additional two years until March 31, 2031, subject to satisfactory annual performance reviews. This opportunity is noted as particularly suitable for small and medium-sized enterprises. The procurement process follows a two-stage competitive flexible procedure. Stage 1 requires a Pre-Qualification Questionnaire and a written tender submission, with the top four scoring bidders advancing to Stage 2. The second stage involves a further written tender, a pricing submission, and a clarification meeting. The deadline for enquiries is October 30, 2026, and the final tender submission deadline is November 6, 2026, at 12:00 pm. All submissions must be made electronically in English.

Connexus Homes Limited

POSTED

8 days ago

DEADLINE

in 17 days

General Info

Agency

Department Of State → Acquisitions - Aqm Momentum

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Washington, DC, USA

Set-Aside

NONE

Documents

RFI: Public Facing Contact Center - Department of State

rfi

Low

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

CLEATUS splits the solicitation into Uniform Contract Format (UCF) sections: scope, pricing, deliverables, and evaluation criteria.

Timeline

PhaseClosed

PostedFeb 5

Sources Sought

Response DeadlineFeb 28

Deadline has passed

Submission Closed

02/28/2024, 05:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of State → Acquisitions - Aqm Momentum

Contacts1 person available

OfficeWASHINGTON, DC, 20520, USA

Organization / AgencyDepartment Of State → Acquisitions - Aqm Momentum

Office AddressWASHINGTON, DC, 20520, USA

Contacts

Bilal Kayani

contact@example.gov

+1 (555) 000-0000

Full Description

1.0 Description The U.S. Department of State, Bureau of Consular Affairs (DOS/CA) is seeking information by qualified firms to administer a Public Facing Contact Center. Primary responsibilities would be to aid domestic and overseas public customers on a range of online modernized Consular services. 1.1 Request Notice This notice is issued solely for information and planning purposes - it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This request for information does not commit the Government to contract for any supply or service whatsoever. Further, the Government is not at this time seeking proposals and will not accept unsolicited proposals. The respondees are advised that the Government will not pay for any information or administrative costs incurred in response to this notice ; all costs associated with responding to this notice will be solely at the interested party's expense. Not responding to this notice does not preclude participation in any future RFP, if issued. 2.0 Background The Department of State (DoS), Bureau of Consular Affairs (CA) is exploring potential solutions for a potential Contact Center to support its public facing modernized consular services. CA is responsible for issuing passports, visas, and other documents to citizens and foreign nationals to facilitate travel to and from the United States. To achieve its mission, CA needs modern, reliable, and secure IT systems. Towards this effort, CA initiated the Consular Systems Modernization (CSM) program to modernize and consolidate approximately 90 discrete consular legacy Information Technology (IT) systems into a common technology framework. In December 2021, President Biden signed Executive Order 14058 on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. CA constantly strives to significantly improve how consular services will be delivered globally by: Promoting a self-service approach for CA's customers through a user-friendly website Facilitating a paperless workflow through an online application process Creating a user-friendly interface with a common look and feel to all functions for CA's customers and users Integrating information needed for users to make confident, well-informed decisions In Fiscal year 2022, approximately 0.5 million immigrant visas and 6.8 million non-immigrant visas were issued. In Fiscal Year 2023, approximately 24 million U.S. Passports were issued. This includes approximately 3.5 million passport cards (https://travel.state.gov/). The estimated volume of inquiries from public customers could range from a low of thousands of inquiries/year to a high of tens of thousands inquiries/year as CA deploys additional modernized Consular services on a rolling basis. The calls could significantly increase during crises (ex: hundreds of thousands/year). PLEASE REFER TO THE ATTACHED DOCUMENT FOR BACKGROUND, SCOPE, AND RESPONSE INSTRUCTIONS.