FY 27 - DCAS - District Direct Contact Center - RFP

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 contract seeks a qualified provider to staff, operate, and continuously improve the District Direct Contact Center, which supports individuals enrolling in health and human service programs through the District of Columbia Access System. The project utilizes Amazon Connect for its Automatic Call Distributor and requires the contractor to provide daily dashboards, weekly status reports, monthly performance reports, and quarterly forecasting and innovation reports. The contract structure consists of a one-year base term with four optional one-year extensions, for a maximum total duration of five years. The award will be based on a maximum of 112 points, with 90 points allocated to technical criteria, 10 points for price, and 12 preference points for certified business enterprises. Technical evaluation focuses on the expertise of key personnel, including a Project Manager with a bachelor's degree, and a minimum of five years of experience in similar call center operations. Compliance requirements are extensive, including adherence to the District of Columbia Living Wage Act, Equal Employment Opportunity standards, and strict HIPAA and HITECH regulations for handling protected health information. Additionally, prime contractors must perform at least 35 percent of the work using their own resources, and projects over 250,000 dollars must subcontract at least 35 percent of the value to Small or Certified Business Enterprises.