This Solicitation opportunity from Ohio was posted on February 12, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Fy24 Selfpay Analytics and Staffing RFP

Closed

2024-IND-206-RFPState & Local

Submission Closed03/01/2024

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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SLED

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.

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Multi-Channel Customer Service & Call Center OperationsThis subcontract for Multi-Channel Customer Service and Call Center Operations involves managing a customer service center dedicated to prime contractors on Maryland State Department of Education Child Care Scholarship projects. The selected provider will be responsible for handling both inbound and outbound inquiries, delivering program information, and resolving customer issues through a combination of phone and digital communication channels. The scope of work requires strict adherence to established Operational Service Level Requirements to ensure quality and efficiency. Key deliverables include the successful resolution of customer inquiries and the maintenance of detailed interaction logs. This opportunity is categorized under NAICS code 561422 and is associated with the state of Maryland.

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RFP # R00B7600009 Child Care Call Center and Administration Services

Solicitation # BPM058514

The Maryland State Department of Education (MSDE) is seeking a qualified service provider to manage the Child Care Scholarship (CCS) Customer Service and Administration functions. The scope of work includes eligibility determinations, case management, provider payment administration, accounts processing, customer service, and audit and compliance functions. The selected contractor is responsible for providing all necessary staffing, operations, and supporting technology, including call center telephony, computers, and an operational case management solution. The contract is structured as a hybrid of Firm Fixed Price and IDIQ, featuring a three-year base period with two one-year options, with an estimated total value not to exceed 62.5 million dollars over five years. The procurement emphasizes socioeconomic goals, with a 20 percent Minority Business Enterprise (MBE) and 5 percent Veteran-Owned Small Business Enterprise (VSBE) participation requirement. Technical and financial factors are weighted equally in the selection process, with a strong focus on the offeror's technical response, staffing plan, and proposed AI and automation strategies. Performance will be monitored through strict Service Level Agreements (SLAs) covering call center responsiveness, customer satisfaction, and data breach notifications. Additionally, the contractor must ensure full compliance with WCAG 2.1 Level AA accessibility standards, state and federal cybersecurity protocols for protecting personally identifiable information, and Maryland Living Wage requirements.

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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.

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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

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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

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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

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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.

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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

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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

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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.

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Solicitation # BPM057936

Solicitation BPM057936 is a request for comprehensive call center operational support services for the Maryland Health Benefit Exchange. The contractor will be responsible for managing customer service representatives, team leads, and supervisors to handle consumer inquiries via phone, live chat, and secure messaging. A critical component of the scope is ensuring staffing and production readiness for the annual Open Enrollment period, which typically runs from November 1 to January 15. The contract includes a base period of three years starting approximately July 1, 2027, and ending June 30, 2030, with two optional one-year renewal extensions. The award will be granted to the responsible offeror whose proposal is deemed most advantageous to the State, with technical factors receiving greater weight than financial factors. Evaluation criteria prioritize the technical response and work plan, staff qualifications, offeror capabilities, and economic benefit to Maryland. Required key personnel include a Project Director, Account Manager, Operations Manager, Training Manager, Quality Assurance Manager, and Workforce Manager. Pricing is structured around a monthly operational fixed fee and a fixed unit price per handled call. Proposals must be submitted via the eMMA portal by December 17, 2026, using a two-part double envelope submission process. The technical proposal must be strictly separated from the financial proposal to avoid rejection. Mandatory documentation includes various attachments, a performance bond, and certificates of insurance. The contract also emphasizes strict adherence to COMAR 21.06.09 for invoicing and requires a detailed Problem Escalation Procedure and annual technology readiness reviews every August.

POSTED

4 days ago

DEADLINE

in about 1 month

General Info

Agency

Ohio → OSU Wexner Medical Center

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

OH, USA

Set-Aside

NONE

Documents

rfp

High

AI Contract Breakdown

Uniform Contract Format

Timeline

1 update

PhaseClosed

PostedFeb 12

Solicitation

Deadline changedFeb 12

Response deadline changed from Mar 8, 2024 to Mar 1, 2024.

Response DeadlineMar 1

Deadline has passed

Submission Closed

03/01/2024

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Organization & Contact Information

AgencyOhio → OSU Wexner Medical Center

Contacts1 person available

OfficeN/A

Organization / AgencyOhio → OSU Wexner Medical Center

Office AddressN/A

Contacts

John Miller

contact@example.gov

Full Description

OSUWMC is seeking a data analytics solution to provide financial scoring of our patients with self-pay balances and provide staffing resources to support for patient billing customer service calls.

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