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Contact Center Services for DOL National Contact Center

Active

Federal

Contract Overview

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

AI Contract Overview

The Department of Labor is seeking a qualified contractor to provide comprehensive management and operational support for the National Contact Center. The selected provider will be responsible for delivering timely and accurate information to customers nationwide through a diverse array of communication channels, including telephone, web self-service, email, chat, and advanced voice technologies. The scope of work encompasses the full lifecycle of contact center operations, including planning, design, implementation, and the ongoing management of technical and administrative functions. Key technical requirements include expertise in Salesforce cloud CRM and Agentforce development, Genesys configuration, and IT security management. The contractor must also provide necessary facilities, personnel, and equipment while managing workforce data, financial reporting, and performance metrics. This opportunity is designated as a total small business set-aside under NAICS code 541511 and is managed by the Office of Public Affairs within the Department of Labor.

General Info

DOL seeks small business for National Contact Center management and technical operational support.

Agency

Department of Labor → Office of Public Affairs

NAICS

541511 - Custom Computer Programming Services

Place of Performance

DC, USA

Set-Aside

SBA

Documents

No documents available

Documents will appear here when they are available.

AI Contract Breakdown

Uniform Contract Format

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Timeline

PostedFeb 20

forecast

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Organization & Contact Information

AgencyDepartment of Labor → Office of Public Affairs

Contacts2 people available

OfficeN/A

Organization / AgencyDepartment of Labor → Office of Public Affairs

Office AddressN/A

Contacts

Andy Huynh

contact@example.gov

Sarah Harding

contact@example.gov

Full Description

The Department of Labor National Contact Center (DOL-NCC) directly supports departmental strategic goals by providing customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self- service on the web, texting, email, chat, Interactive Voice Response (IVR), web-enabled calling, Voice over Internet Protocol (VoIP), voice recognition and text-to-speech technologies, fax, and U.S. mail. DOL is seeking a qualified Contractor knowledgeable of industry best practices in CX, call center operations, Salesforce cloud CRM system development and maintenance, Salesforce Agentforce development and implementation, Genesys configuration and management, financial management, contract management, IT system Security management, performance management, communications management, workforce management, data reporting and management, and prescribed rules of conduct concerning Government information dissemination and contracting. The Contractor shall furnish the necessary facilities, personnel, equipment, hardware, software, supplies and services to meet the requirements described in the PWS. The Contractor shall perform all technical and management functions including planning, design, implementation, operations, management of the contact center operation, and associated services to meet the needs of DOL.