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FY26 - DFHV - For Client Service Call Center - Company Service - Voice Recording

Forecast
State & Local

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The District of Columbia's For-Hire Vehicles agency is forecasting a contract for voice recording services to support its client service call center. This procurement falls under NAICS code 561422, focusing on the technical infrastructure required to record and manage voice communications within the agency's service environment. The project is designated for the FY26 fiscal year and will be managed by the District of Columbia government. While specific solicitation details and set-aside designations are not yet available, the contract aims to ensure operational efficiency and quality control for the agency's public-facing communication channels.

General Info

DC For-Hire Vehicles seeks voice recording services for its call center in FY26.

Agency

District of Columbia → For-Hire Vehicles (DFHV)

Place of Performance

DC, USA

Set-Aside

NONE

Documents

0

No documents available

Documents will appear here when they are available.

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Organization & Contact Information

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AgencyDistrict of Columbia → For-Hire Vehicles (DFHV)
ContactsNo contacts available
OfficeDC
Organization / Agency
District of Columbia → For-Hire Vehicles (DFHV)
Office AddressDC
ContactsNo contact information available

Full Description

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For Client Service Call Center - Company Service - Voice Recording

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Same NAICS industry code

NAICS: 561422
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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

5 days ago

DEADLINE

in about 1 month
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