This Government Contract opportunity from Massachusetts was posted on May 29, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Member Services and Call Center Support

Closed

State & Local

Submission Closed08/05/2026, 10:00:00 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

New

Federal

HUD FHA Resource Center Recompete

Federal Acquisition Service

POSTED

DEADLINE

Member Services Call Center OperationsThis subcontract for Member Services Call Center Operations supports prime contractors on EOHHS FIDE-SNP program projects for the State of Rhode Island. The selected provider will manage general member services and urgent or emergent lines, handle grievances, process MMB card replacements, and facilitate warm handoffs to NEMT brokers. The scope of work includes providing all necessary staff and equipment to support callers with disabilities or limited English proficiency to ensure comprehensive operational delivery and accurate member record updates. The opportunity is categorized under NAICS code 561422 and was posted on October 2, 2026. Interested parties must submit their responses by the deadline of November 4, 2026. Further details regarding the bidding process can be accessed through the Rhode Island Division of Procurement portal.

State of Rhode Island

POSTED

DEADLINE

Customer Service Representative (CSR) StaffingThis subcontract opportunity is for Customer Service Representative staffing to support prime contractors on Nashville Electric Service utility projects in Nashville. The selected provider will manage front-line customer interactions, including inbound calls, account management, and service requests, while ensuring strict adherence to NES Specification 8226-CCCS and the Technical Requirements Traceability Matrix. The role requires the use of specialized call center software and CRM systems to maintain managed call volumes and meet specific performance metrics. Additionally, the contractor must comply with the NES Identity Theft Policy Compliance Supplement to ensure the protection of personally identifiable information. Responses for this solicitation are due by October 22, 2026.

Nashville Electric Service

POSTED

DEADLINE

Nashville Electric Service is soliciting proposals for Utility Customer Call Center Services under solicitation number Z5175. The procurement is managed by the Metropolitan Government of Nashville and Davidson County, with a response deadline of October 22, 2026, at 2:00 p.m. Central Time. Proposals must be submitted physically to the NES Procurement Section in Nashville, Tennessee, consisting of one original, one copy, and one digital copy on a flash drive, with pricing submitted in a separate sealed envelope. Quoted prices must remain valid through June 1, 2027, and the agency prefers payment terms of net 30 days. The contract requires strict adherence to NES Specification 8226-CCCS, the 2019STC Terms and Conditions, and the NES Identity Theft Policy Compliance Supplement. Award evaluation will be based on the lowest net price and small business participation, with points awarded to companies listed in the NES Vendor Database. Significant bonding requirements are mandatory, including a 200,000 dollar bid bond submitted with the proposal, a performance bond for 100 percent of the contract amount, and a labor and material bond for 25 percent of the contract amount upon award. All deliverables are to be provided FOB Nashville, Tennessee.

Nashville Electric Service

POSTED

DEADLINE

Contact Center Managed Services (Operational Staffing)This subcontract for Contact Center Managed Services involves providing full-scale operational staffing to support prime contractors on projects for the Kentucky Cabinet for Health and Family Services. The scope of work includes managing daily contact center operations and handling incidents for the Department for Community Based Services, Department of Medical Services, and Department for Public Health programs. To ensure service quality, the provider must perform quality assurance by reviewing at least 5% of all contacts and utilizing the CHFS Web Portals and KYID Helpdesk application. Key deliverables for this engagement include the delivery of managed call center operations, detailed staffing reports, and comprehensive quality assurance logs. The contract is categorized under NAICS code 561422 and is associated with the state of Kentucky. Interested parties should note the response deadline of January 8, 2027.

POSTED

DEADLINE

RFP-758-2700000097-1 | Contact Center as a Service RFP

Solicitation # RFP 758 2700000097

POSTED

DEADLINE

Contact Center and Ride Assist OperationsThe Contact Center and Ride Assist Operations subcontract involves managing a call center and reservation system for prime contractors working on Michigan Department of Health and Human Services projects. The service provider is responsible for fielding beneficiary calls, verifying eligibility, and utilizing CRM and telephony systems to schedule the most cost-effective transportation modes. Strict adherence to HIPAA compliance is required to protect sensitive health information, and performance is measured against specific KPIs regarding average speed of answer and abandonment rates. The contractor must also provide weekly Contact Center Reports to ensure operational transparency and quality control.

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Call Center / Customer Support ServicesThis subcontract opportunity with the Department of Labor's Employment and Training Administration focuses on providing comprehensive call center and customer support services. The selected provider will deliver Tier 1 and Tier 2 help desk support to both claimants and employers for state workforce agencies that receive DOL funding. Primary responsibilities include managing high-volume inbound and outbound call traffic to assist users with unemployment insurance claims and general program navigation. The contract emphasizes the delivery of high-quality customer support services and the achievement of specific call resolution metrics. This procurement falls under NAICS code 561422 and has a response deadline of October 30, 2026.

Employment And Training Administration

POSTED

DEADLINE

RFP-491-260000002254-2 | NEMT Broker for Medicaid FFS Beneficiaries

Solicitation # 260000002254

The State of Michigan Department of Health and Human Services is seeking a Non-Emergency Medical Transportation (NEMT) broker to manage and authorize transportation services for Medicaid Fee-for-Service beneficiaries. The selected contractor will be responsible for fielding beneficiary calls, verifying eligibility, and scheduling the most cost-effective transportation mode that meets the medical and functional needs of the members. The contract is divided into two geographic regions, with a requirement to be fully operational in Wayne, Oakland, and Macomb Counties by August 1, 2027, and statewide by October 1, 2027. The initial term runs from August 1, 2027, through July 31, 2030, with the possibility of five one-year renewals. The contractor must establish a robust provider network and adhere to strict performance standards, including a 90 percent on-time pick-up and appointment arrival rate and a 98 percent acceptance rate for encounter data loaded into CHAMPS. Compliance requirements are extensive, encompassing HIPAA privacy and security standards, ADA accessibility for all applications, and adherence to federal laws and Michigan Medicaid Policy. Bidders are evaluated on a 500-point scale, requiring a minimum of 400 technical points to be considered for award. Pricing is based on a monthly capitated Per-Member Per-Month (PMPM) rate. Mandatory submissions include a disaster recovery plan, a licensing agreement, and detailed disclosures regarding key personnel and subcontractors.

POSTED

DEADLINE

Mental Health Crisis Call Center OperationsThis subcontract for Mental Health Crisis Call Center Operations supports the Avon and Wiltshire Mental Health Partnership NHS Trust by providing end-to-end call handling for the NHS 111 Option 2 pathway. The selected provider will deliver a fully operational service available 24 hours a day, 365 days a year, managing initial triage and call routing for both adult and youth mental health pathways. Key responsibilities include coordinating closely with ambulance services and emergency care to ensure patient safety and efficient crisis management. To successfully execute the contract, the provider must utilize telephony systems that integrate seamlessly with NHS 111 routing. The solicitation was posted on September 29, 2026, with a response deadline of November 2, 2026. This critical infrastructure project focuses on maintaining constant access to mental health support and streamlining the transition from initial contact to emergency intervention.

Avon and Wiltshire Mental Health Partnership NHS trust

POSTED

DEADLINE

Provision of 111-2 Service

Solicitation # CA18282

The Avon and Wiltshire Mental Health Partnership NHS Trust is seeking a provider for the Provision of 111-2 Service under solicitation CA18282. This contract involves delivering an integrated model for the NHS 111 Mental Health Crisis Response Service (111 Option 2), providing 24/7 access for individuals in mental health crisis across both adult and children and young people pathways. The appointed provider will be solely responsible for the call handling elements, specifically access, triage, and call management, while the Trust retains responsibility for all clinical assessments, decision-making, and outcomes. The service must operate within a matrix management model and align with the NHS England Long Term Plan and the recovery plan for urgent and emergency care. The contract is estimated to run from April 1, 2027, to March 31, 2030, with potential extensions for two additional 12-month periods ending March 31, 2032. The estimated total value is 4,050,000 GBP excluding VAT, or 4,860,000 GBP including VAT. This opportunity is run under the Provider Selection Regime regulations using an open procedure and a light touch special regime, with a particular suitability for small and medium-sized enterprises. Interested parties must submit their proposals via the designated portal by November 2, 2026, at 12:00pm.

Avon and Wiltshire Mental Health Partnership NHS trust

POSTED

DEADLINE

24/7 Problem Gambling Helpline OperationsThis subcontract involves the operation of a 24/7 Problem Gambling Helpline for prime contractors working on Vermont Department of Mental Health projects. The selected provider will staff a call center and chat interface to deliver real-time support, crisis intervention, and referrals to treatment services. Technical requirements include the use of IVR software, chat platforms, and CRM systems, with strict adherence to ADA communication requirements and WCAG 2.1 AA Minimum Standards for all chat interfaces. Managed under the Vermont Department of Economic Development, the contract requires the delivery of a fully operational helpline and regular performance reports. Interested parties must submit responses by November 9, 2026, for this service categorized under NAICS code 561422.

Department of Economic Development

POSTED

6 days ago

DEADLINE

in about 1 month

AI Contract Overview

The contract requires the provision of 24/7 member support services focused on prescription-related inquiries, including formulary questions, prior authorization status updates, and grievance resolution. The services must be delivered through a call center with the capability to respond to member needs around the clock, ensuring timely and accurate assistance across all aspects of pharmacy benefits management. The performance location is designated as Boston with a zip code of 02108, and the work falls under NAICS code 561422, indicating it involves call center operations. The contract is structured as a subcontract under the Group Insurance Commission of Massachusetts, and responses must be submitted by August 5, 2026, with the solicitation posted on May 29, 2026. All support activities must align with state-level healthcare administration standards and ensure consistent, compliant service delivery to members.

General Info

24/7 pharmacy support call center in Boston for Massachusetts Group Insurance Commission, due August 5, 2026.

Agency

Massachusetts → GIC00 - Group Insurance Commission

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

Boston, MA, 02108, USA

Set-Aside

NONE

Documents

This scope was carved out of BD-26-1049-GIC00-07GIC-130036.

The full solicitation package (41 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

GICPND2604 Procuring a Pharmacy Benefit Manager for the Group Insurance Commission

AI Contract Breakdown

Uniform Contract Format

No documents to break down

The breakdown needs solicitation documents. None were found from this contract's source.

Timeline

PhaseClosed

PostedMay 29

subcontract

Response DeadlineAug 5

Deadline has passed

Submission Closed

08/05/2026, 10:00:00 PM UTC

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Organization & Contact Information

AgencyMassachusetts → GIC00 - Group Insurance Commission

ContactsNo contacts available

OfficeN/A

Organization / AgencyMassachusetts → GIC00 - Group Insurance Commission

Office AddressN/A

ContactsNo contact information available

Full Description

Provide 24/7 member support for prescription inquiries, prior authorization status, formulary questions, and grievance resolution.

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