This Government Contract opportunity from Maryland was posted on May 6, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Customer Service & Member Support Center

Closed

State & Local

Submission Closed06/05/2026, 06:00:00 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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Solicitation # N69199HRBCCFY27

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Solicitation # DOC844161

Solicitation Doc844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority (DCHBX) for a fixed-price contractor to staff, train, and manage customer service representatives for two contact centers: the DC Health Link/Exchange and the Massachusetts Health Connector for Business (MA SHOP). The contract includes a base period starting October 1, 2027, with option years extending through September 30, 2032. The selected contractor will be responsible for delivering a variety of project management and operational deliverables, including transition plans, standard operating procedures, and quality assurance plans, while adhering to strict performance metrics and service level agreements. Failure to meet targets for call abandonment rates, average handle time, and response times may result in liquidated damages. The contract imposes rigorous compliance and reporting requirements, particularly regarding data privacy and local workforce development. Contractors must adhere to the Exchange Privacy and Security Compliance Addendum, which mandates strict handling of personally identifiable information and requires reporting of potential security incidents within one hour. Additionally, the contractor must comply with District of Columbia local hiring laws, including the First Source Employment Agreement and a 51 percent resident hiring goal. Other key requirements include adherence to the DC Living Wage Act, SBE subcontracting goals of 35 percent for projects over 250,000 dollars, and the submission of comprehensive EEO and tax certifications. Performance will be monitored through monthly key performance indicators and evaluated using a standardized past performance rating scale.

Health Benefit Exchange Authority (DCHBX)

POSTED

11 days ago

DEADLINE

in 10 days

AI Contract Overview

The contract involves providing Tier 1 and Tier 2 customer support services specifically tailored for county employees and retirees. The scope includes assisting with enrollment processes, resolving claims issues, answering benefit usage questions, and handling provider inquiries. The service must maintain high satisfaction levels, indicating a focus on quality and responsiveness in addressing customer needs. This subcontract opportunity, posted by the Division of Human Resources in Maryland, relates to the NAICS code 561422, which covers customer service centers. The contract is open until June 5, 2026, and does not specify a set-aside type. The exact location for performance is not detailed, but it is intended to support county personnel. The webpage link provides additional access to the project details for interested bidders.

General Info

Provide Tier 1 and 2 customer support for Maryland county employees' enrollment, claims, benefits.

Agency

Maryland → Division of Human ResourcesView Agency

NAICS

561422 - Telemarketing Bureaus and Other Contact CentersView NAICS

Place of Performance

MD, USA

Set-Aside

NONE

Documents

This scope was carved out of 26-486.

The full solicitation package (4 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

Vision Coverage for Employees and Retirees

AI Contract Breakdown

Uniform Contract Format

No contract breakdown available.

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Timeline

PhaseClosed

PostedMay 6

subcontract

Response DeadlineJun 5

Deadline has passed

Submission Closed

06/05/2026, 06:00:00 PM UTC

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Organization & Contact Information

AgencyMaryland → Division of Human Resources

ContactsNo contacts available

OfficeN/A

Organization / Agency

Maryland → Division of Human Resources

View Agency Profile

Office AddressN/A

ContactsNo contact information available

Full Description

Deliver Tier 1 and Tier 2 customer support for county employees and retirees on enrollment, claims, benefits usage, and provider inquiries with high satisfaction targets.

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