This Subcontract opportunity from Florida was posted on September 9, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Contact Center Operations

Closed

State & Local

Submission Closed10/14/2026, 05:00:00 PM EDT

Contract Overview

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

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NAICS: 561422

New

SLED

FY 27 - DCAS - District Direct Contact Center - RFP

Solicitation # Doc842014

Solicitation Doc842014 is a request for proposals issued by the District of Columbia Office of Contracting and Procurement on behalf of the Department of Health Care Finance. The objective is to secure a contractor to staff, operate, and continuously improve the District Direct Contact Center (DDCC), which provides critical support for individuals enrolling in health and human service programs through the District Columbia Access System (DCAS). The contract is structured as a Firm Fixed Price agreement with a labor hour component, consisting of a one-year base term and four optional one-year extensions. Technical operations utilize Amazon Connect for the Automatic Call Distributor and Merative Social Program Management for eligibility determination. Award selection is based on a maximum of 112 points, with 90 points allocated to technical criteria, 10 to price, and 12 to preference points for certified business enterprises. Key requirements include a minimum of five years of experience in similar call center services and the provision of a Project Manager with a bachelor's degree. Contractors must adhere to strict compliance standards, including HIPAA and HITECH regulations for protected health information, the District of Columbia Living Wage Act, and Equal Employment Opportunity mandates. Additionally, the contractor must maintain an average Quality Score of at least 90% across customer interactions and comply with SBE subcontracting mandates, requiring at least 35% of the contract value to be subcontracted to Small Business Enterprises or Certified Business Enterprises.

Health Care Finance (DHCF)

POSTED

DEADLINE

RFP-758-2700000097-2 | Contact Center as a Service RFP

Solicitation # RFP-758-2700000097-2

The Kentucky agency in Frankfort is soliciting proposals for a Contact Center as a Service (CCaaS) solution under RFP 758 2700000097. Proposals must be submitted electronically via the eProcurement system by January 8, 2027, at 3:30 PM ET, and must be divided into three distinct parts: a Technical Proposal, a Cost Proposal, and Proprietary Information. The contract includes an initial term with options for three additional two-year renewals upon mutual agreement. To be considered for an award, proposals must achieve a minimum technical score of 60% of the maximum possible points, with the cost of the solution accounting for 2,000 points of the evaluation. The selected contractor must adhere to strict quality standards, including minimum Quality Assurance scores of 90% and the definition of clear entrance and exit criteria for various testing phases, such as User Acceptance Testing. Key compliance requirements include adherence to the Protection of Personal Information Security and Breach Investigation Procedures and Practice Act, ADA, and the Civil Rights Act. Additionally, the contractor must ensure all personnel are properly licensed in Kentucky and are not debarred from state or federal programs, including Medicare and Medicaid. Deliverables include a planning milestone due 15 days after kickoff, quarterly volume forecasts, and annual training summary reports.

POSTED

DEADLINE

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

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

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.

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

9 days ago

DEADLINE

in about 1 month

AI Contract Overview

This subcontract for Contact Center Operations supports the Florida Division of Emergency Management by providing 24/7 applicant intake and support services for prime contractors on recovery projects. The scope of work includes managing inquiries related to hotel support, feeding support, and TTHU maintenance, while also handling data entry and the delivery of managed intake and support logs. The opportunity is categorized under NAICS code 561422 and was posted on September 9, 2026, with a response deadline of October 14, 2026. Interested parties can find further details through the Florida Department of Financial Services vendor marketplace.

General Info

Subcontract for 24/7 contact center operations supporting Florida Division of Emergency Management recovery.

Agency

Florida → Division of Emergency Management

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

FL, USA

Set-Aside

NONE

Documents

This scope was carved out of RFP-DEM-26-27-009.

The full solicitation package (6 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Logistics Services for Emergency Sheltering and Housing Program

AI Contract Breakdown

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Timeline

PhaseClosed

PostedSep 9

subcontract

Response DeadlineOct 14

Deadline has passed

Submission Closed

10/14/2026, 05:00:00 PM EDT

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Organization & Contact Information

AgencyFlorida → Division of Emergency Management

ContactsNo contacts available

OfficeN/A

Organization / AgencyFlorida → Division of Emergency Management

Office AddressN/A

ContactsNo contact information available

Full Description

Operates a 24/7 contact center for applicant intake and support for prime contractors on FDEM recovery projects. Handles inquiries regarding hotel support, feeding support, and TTHU maintenance, including data entry and applicant intake. Delivers managed intake and support logs.

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