Contact Center Services RFP-1

The Florida Department of Management Services has issued a solicitation for Contact Center Services under RFP No. 26-83111500-RFP, establishing a three-year State Term Contract with the potential for multiple statewide awards. The contract requires comprehensive contact center capabilities including Automatic Call Distribution, Interactive Voice Response in English, Spanish, and Creole, call recording, workforce management, and advanced reporting and analytics. All performance must occur within the United States, with strict prohibition against offshore subcontracting, and vendors must submit a formal attestation to this effect. Responses are evaluated on a best-value basis using a combination of technical and cost proposals, with technical merit carrying a maximum weight of 660 points and cost up to 500 points, for a combined score of 1,160. To be considered, proposals must achieve a minimum of 600 technical points, with scoring based on adjectival ratings for each technical prompt, emphasizing overall approach, staffing, transition planning, and service innovation. Compliance with Florida statutes is mandatory, including certification of a drug-free workplace, adherence to E-Verify requirements, and submission of detailed forms regarding conflict of interest, non-collusion, subcontractor disclosure, and vendor registration with the Florida Department of State. The contract incorporates enterprise standard terms and conditions, along with general contract conditions that govern order placement, contract administration, and performance obligations. All services must be delivered across the State of Florida, with the Government retaining full authority to inspect and accept work at contractor or customer sites, including remote agent locations. Contractors are required to provide electronic invoices via EDI 810 or PO Flip through the MyFloridaMarketPlace system, and must ensure all personnel meet security and privacy standards including CJIS, HIPAA, PCI-DSS, NIST 800-53, and SOC 2. Personnel qualifications, background screenings, and approval by the Customer are mandatory, and any subcontracting requires prior written consent. The contracting officer, Evan McLaughlin, is the primary point of contact, and a Contracting Officer’s Representative will be named post-award. While detailed pricing information is not available as cost proposals remain blank in the solicitation materials, the contract structure allows for monthly ceiling rates applicable to service categories, with renewal options subject to availability of appropriations.