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, November 11 at 2:00 PM ET

Register Free →

Search

Top

Back to Contracts

Contact Center & Customer Service Operations

Open

State & Local

Response Deadline01/15/2027, 07:00:00 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 the New Hampshire Department of Transportation focuses on providing essential staffing and technology to support E-ZPass call center and customer service operations. The scope of work includes managing customer accounts, processing transactions, and handling inquiries through the use of IVR systems, Virtual Assistant AI tools, and CRM software. The provider is responsible for delivering operational support and detailed performance reports while adhering to specific key performance indicators and service level agreements. The opportunity is categorized under NAICS code 561422 and was posted on September 22, 2026. Interested parties must submit their responses by the deadline of January 15, 2027. This contract is designed to support prime contractors on NHDOT projects by ensuring efficient customer interaction and technical management of the E-ZPass system.

General Info

Subcontract for NHDOT E-ZPass call center staffing and technology support by January 15, 2027.

Agency

New Hampshire → Department Of Transportation

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Not specified

Set-Aside

NONE

Documents

This scope was carved out of 2026-041.

The full solicitation package (150 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

DOT E-ZPASS BACK-OFFICE SYSTEM

AI Contract Breakdown

Uniform Contract Format

No documents to break down

The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PostedSep 22

subcontract

Response DeadlineJan 15

Submission deadline

Response Deadline

01/15/2027, 07:00:00 PM UTCin 2 months

Ready to pursue this opportunity?

Get full access to track this contract, build proposals with AI assistance, and manage your pipeline.

Organization & Contact Information

Show more

AgencyNew Hampshire → Department Of Transportation

ContactsNo contacts available

OfficeN/A

Organization / AgencyNew Hampshire → Department Of Transportation

Office AddressN/A

ContactsNo contact information available

Full Description

Show more

Provides staffing and technology for E-ZPass call center and customer support operations for prime contractors on NHDOT projects. Manages customer accounts, transaction processing, and inquiries via IVR and Virtual Assistants. Utilizes IVR systems, Virtual Assistant AI tools, and CRM software. Adheres to defined KPIs and Service Level Agreements (SLAs). Delivers operational customer support services and performance reports.

Similar Contracts

Same NAICS industry code

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.

POSTED

DEADLINE

in about 1 month

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.

POSTED

DEADLINE

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.

Executive Office of Health and Human Services

POSTED

DEADLINE

in about 1 month

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

DEADLINE

Request for Information City of Detroit Housing Resources Helpline

Solicitation # 550595

The City of Detroit Office of Contracting and Procurement, on behalf of the Department of Human, Homeless, and Family Services, has issued Request for Information 550595 to gather market insight from experienced call center operators. The primary objective is to obtain feedback to support and potentially upgrade the Detroit Housing Resource Helpline, which serves as a centralized entry point for residents seeking housing-related services. The system is projected to handle approximately 120,000 annual calls, requiring a robust intake and triage process utilizing multi-step scripts and logic to differentiate between emergency and non-emergency housing needs. The scope of this RFI focuses on two primary tracks: Call Center Operations and Call Center Technology/Integration. Interested respondents must provide a Respondent Questionnaire detailing their prior experience, including at least three relevant projects from the last five years, and identify any intended subcontractors. Additionally, respondents are asked to provide a proposed implementation timeline covering system design, installation, configuration, and testing, as well as the identification of key personnel who would be assigned to the project.

City Of Detroit

POSTED

DEADLINE

Live Complaint Hotline Operator ServicesThis subcontract for Live Complaint Hotline Operator Services supports the Ohio Department of Health's Bureau of Survey and Certification. The selected provider will deliver 24/7/365 live, human-to-human telephone answering and real-time data entry for complaint hotline projects. Key responsibilities include interviewing callers and submitting complaint data directly into web-based forms, with a strict requirement that telephony systems operate without the use of AI or automation. To ensure the security and privacy of sensitive information, the contractor must maintain full compliance with HIPAA and IRS Publication 1075 standards. This opportunity falls under NAICS code 561422, with a response deadline set for November 19, 2026.

Bureau Of Survey And Cert

POSTED

DEADLINE

Customer Contact and Appointment Scheduling ServicesThis subcontract for Customer Contact and Appointment Scheduling Services supports prime contractors working on Thames Water Utilities Limited facility projects. The scope of work involves comprehensive planning, customer outreach, and the booking of installation appointments. The service provider is responsible for managing all customer interactions and scheduling through the use of CRM software and workforce management systems, which must include the provision of live job status APIs to ensure real-time data accuracy. The primary deliverables are confirmed installation appointments and consistently updated job status data. Due to the nature of customer interaction and data handling, strict adherence to GDPR compliance is required. This engagement is categorized under NAICS code 561422 and is focused on streamlining the coordination between prime contractors and end customers to ensure efficient project execution.

Thames Water Utilities Limited

POSTED

DEADLINE

Customer Service Representative (CSR) and Supervisory StaffingThis subcontract focuses on providing comprehensive consumer-facing call center operations to support prime contractors on Maryland Health Benefit Exchange projects. The scope of work includes supplying Customer Service Representatives, Team Leads, and Supervisors to manage high-volume inquiries through phone, live chat, and secure messaging. Key operational requirements include maintaining a 15-minute average handle time, providing bilingual support, and strictly adhering to established problem escalation procedures. The contract emphasizes scalability to accommodate the increased traffic typical of the Open Enrollment period from November 1 through January 15. The selected provider will be responsible for delivering handled interactions and meeting specific operational metrics. Interested parties should note the response deadline of December 17, 2026, for this Maryland-based opportunity categorized under NAICS code 561422.

POSTED

DEADLINE

in about 1 month

Solicitation # BPM057936

Solicitation BPM057936 is a request for comprehensive call center operational support services for the Maryland Health Benefit Exchange. The contractor will be responsible for managing customer service representatives, team leads, and supervisors to handle consumer inquiries via phone, live chat, and secure messaging. A critical component of the scope is ensuring staffing and production readiness for the annual Open Enrollment period, which typically runs from November 1 to January 15. The contract includes a base period of three years starting approximately July 1, 2027, and ending June 30, 2030, with two optional one-year renewal extensions. The award will be granted to the responsible offeror whose proposal is deemed most advantageous to the State, with technical factors receiving greater weight than financial factors. Evaluation criteria prioritize the technical response and work plan, staff qualifications, offeror capabilities, and economic benefit to Maryland. Required key personnel include a Project Director, Account Manager, Operations Manager, Training Manager, Quality Assurance Manager, and Workforce Manager. Pricing is structured around a monthly operational fixed fee and a fixed unit price per handled call. Proposals must be submitted via the eMMA portal by December 17, 2026, using a two-part double envelope submission process. The technical proposal must be strictly separated from the financial proposal to avoid rejection. Mandatory documentation includes various attachments, a performance bond, and certificates of insurance. The contract also emphasizes strict adherence to COMAR 21.06.09 for invoicing and requires a detailed Problem Escalation Procedure and annual technology readiness reviews every August.

POSTED

DEADLINE

in about 1 month

Locker Network Customer SupportThe Locker Network Customer Support subcontract provides essential help desk and incident management services for prime contractors operating on housing estate projects within the London Borough of Hackney. The scope of work focuses on managing customer inquiries, resolving access issues, and processing parcel retrieval reports through the utilization of CRM and ticketing systems. The primary deliverables for this engagement include the successful resolution of customer support tickets and the provision of detailed incident reports. This operational support ensures streamlined communication and issue resolution for residents and contractors associated with the borough's housing initiatives.

London Borough of Hackney

POSTED

DEADLINE

More opportunities from New Hampshire → Department Of Transportation

Same awarding agency

RFP DOT 2025-067 Managed Security Service Provider (MSSP)

Solicitation # 2025-067

The New Hampshire Department of Transportation (NHDOT) is seeking a Managed Security Service Provider (MSSP) to provide 24/7 cybersecurity monitoring, threat detection, and incident response for its Bureau of Transportation Systems Management and Operations (TSMO) and Transportation Management Center (TMC). The scope of work focuses on protecting critical operational technology (OT) and Intelligent Transportation Systems (ITS) infrastructure, including traffic signals, Smart Work Zones, and associated wired and wireless communication networks. The selected vendor will supplement the NH Department of Information Technology (NH DoIT) team by ensuring operational resilience and compliance with state and federal security standards, specifically NIST SP 800-171 R3 and NIST SP 800-53 Revision 5. The contract is structured as a not-to-exceed agreement with a projected five-year performance period. Key requirements include the provision of specialized field technician support equipped with necessary network diagnostic tools and the adherence to strict Service Level Agreements (SLAs) for incident triage, mitigation, and resolution. Evaluation is based on a weighted scoring system rather than a low-bid award, prioritizing the proposed technical solution and the vendor's project management experience. Vendors must maintain significant insurance coverage, including cyber liability of up to 10 million dollars in the aggregate, and demonstrate compliance with GovRAMP or StateRAMP authorizations. Proposals are due by November 17, 2026.

Security Systems Services (except Locksmiths)

POSTED

DEADLINE

DOT E-ZPASS BACK-OFFICE SYSTEM

Solicitation # 2026-041

The New Hampshire Department of Transportation, Bureau of Turnpikes, is soliciting proposals under solicitation number DoIT 2026-041 for a new E-ZPass Back Office System (BOS). This firm-fixed-price contract seeks a vendor to design, implement, transition, and operate a modern BOS, Call Center, and Walk-In-Centers using a Software as a Service (SaaS) and Infrastructure as a Service (IaaS) model. The system must manage electronic toll collection, interoperability with national partners, invoice and violation processing, customer account management, and comprehensive financial reconciliation and auditing. Key requirements include a redesigned website, AI integration, and strict adherence to NHDOT business rules and state privacy laws. The project is structured in phases, including design, development, and a final acceptance phase involving hypercare and Operational Acceptance Testing. Vendors must comply with rigorous cybersecurity standards, including NIST SP 800-171 Revision 3, NIST Cybersecurity Framework 2.0, and Zero Trust Architecture. Additionally, all Walk-In-Center facilities must be ADA compliant. Proposals are due by January 15, 2027, and will be evaluated on a 200-point scale, with significant weight placed on product demonstrations. The price proposal requires detailed quotes for implementation, the establishment of Walk-In-Centers in the Hooksett-Concord and Portsmouth areas, and five years of operational costs from FY 31 through FY 35.

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

POSTED

DEADLINE

Transponder Fulfillment & LogisticsThis subcontract for the New Hampshire Department of Transportation focuses on the fulfillment and logistics of E-ZPass transponders for prime contractors working on NHDOT projects. The selected provider is responsible for managing the entire lifecycle of the transponders, including inventory management, packaging, and the final shipping and delivery to end-users. To ensure operational efficiency, the contractor must utilize specialized fulfillment center software and logistics systems to maintain strict accuracy and delivery timeline standards. This opportunity is categorized under NAICS code 493110, with a response deadline set for January 15, 2027.

General Warehousing and Storage

POSTED

about 2 months ago

DEADLINE

Image Review & Enforcement ServicesThe Image Review and Enforcement Services subcontract supports New Hampshire Department of Transportation E-ZPass projects by providing manual image review of toll transactions and processing unpaid tolls for prime contractors. The scope of work involves identifying toll evasion through image review software, processing enforcement notices, and utilizing skip tracing databases to locate individuals with outdated contact information. The contractor is responsible for delivering validated toll transactions and processed enforcement notices while adhering to strict quality assurance and accuracy standards. This opportunity falls under NAICS code 541611, with a response deadline of January 15, 2027.

Administrative Management and General Management Consulting Services

POSTED

about 2 months ago

DEADLINE

Financial Processing & Lockbox OperationsThis subcontract for the New Hampshire Department of Transportation focuses on financial processing and lockbox operations for E-ZPass projects. The selected provider will be responsible for processing payments and managing critical financial documents, including the General Ledger, Trial Balance, Balance Sheet, and Income Statements, while ensuring all subsidiary ledgers are properly reconciled. The role requires the use of specialized financial reporting software and payment gateway integrations to deliver accurate reconciled reports and processed payments. To ensure operational integrity, the contractor must adhere to SOC 1 Type II financial reporting controls. This opportunity is categorized under NAICS code 561110 and is open for responses until January 15, 2027.

Office Administrative Services

POSTED

about 2 months ago

DEADLINE

Walk-In Center Setup & ManagementThis subcontract for the New Hampshire Department of Transportation involves the setup and operational management of physical customer service walk-in centers for E-ZPass projects. The contractor is responsible for establishing and staffing centers in Hooksett-Concord, Portsmouth, and Nashua, where they will provide on-site account management and customer service. The scope of work includes the deployment of local networking, point-of-sale hardware, and customer-facing kiosks to ensure full operational capacity in accordance with NHDOT standards. The project is categorized under NAICS code 561110 and was posted on September 22, 2026. Interested parties must submit their responses by the deadline of January 15, 2027. Further details regarding this opportunity can be accessed through the New Hampshire procurement portal.

Office Administrative Services

POSTED

about 2 months ago

DEADLINE

Cybersecurity & Compliance AuditingThis subcontract for Cybersecurity and Compliance Auditing supports prime contractors on New Hampshire Department of Transportation E-ZPass projects. The scope of work involves independent security validation, vulnerability management, and regulatory compliance auditing, specifically requiring monthly vulnerability scans, quarterly penetration testing, and application security testing. The contractor must utilize automated tools and hold a Qualified Security Assessor certification to ensure PCI compliance. Key deliverables include penetration testing reports, vulnerability remediation logs, and PCI/SOC compliance certifications. The opportunity was posted on September 22, 2026, with a response deadline of January 15, 2027. It falls under NAICS code 541690 and is managed by the New Hampshire Department of Transportation.

Other Scientific and Technical Consulting Services

POSTED

about 2 months ago

DEADLINE

Cloud Infrastructure & Data Center HostingThis subcontract for Cloud Infrastructure and Data Center Hosting supports the New Hampshire Department of Transportation's E-ZPass Back Office System. The provider is responsible for supplying and maintaining a secure, highly available hosting environment featuring enterprise-scale transaction processing hardware, redundant power, cooling, and networking. Security is managed through continuous environmental monitoring and strict physical access controls using biometrics and badges. To ensure compliance and operational excellence, the provider must hold several critical certifications, including ISO/IEC 27001, ISO/IEC 9001, SOC 2 Type II, PCI DSS Level 1, and either ISO/IEC 50001 or LEED. The opportunity was posted on September 22, 2026, with a response deadline of January 15, 2027, falling under NAICS code 518210.

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

POSTED

about 2 months ago

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 750+ contractors already using CLEATUS