HBX RFP- Call Center Services

Solicitation DOC844161 is a request for proposals from the District of Columbia Health Benefit Exchange Authority to secure 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. 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 operating the centers under various volume scenarios and must provide a comprehensive suite of deliverables, including project management, transition, and quality assurance plans. Performance is governed by strict service level agreements and key performance indicators, with liquidated damages applicable for missed targets regarding call handling, response times, and quality assurance. The contract mandates rigorous compliance with District of Columbia regulations, including the First Source Employment Agreement, which requires a 51 percent hiring goal for DC residents and adherence to the Living Wage Act. Bidders must submit a detailed SBE Subcontracting Plan with a 35 percent goal for small business enterprises and provide certifications regarding equal employment opportunity and non-discrimination. Due to the nature of the services, the contractor must adhere to the Exchange Privacy and Security Compliance Addendum, ensuring the protection of personally identifiable information and federal tax information in accordance with HIPAA and ACA standards, with a requirement to report potential privacy incidents within one hour.