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Multi-Channel Customer Service & Call Center Operations

Active

State & Local

Response Deadline11/06/2026, 07:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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This 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.

General Info

Subcontract for Maryland State Department of Education child care scholarship call center operations.

Agency

Maryland

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

MD, USA

Set-Aside

NONE

Documents

This scope was carved out of BPM058514.

The full solicitation package (39 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

RFP # R00B7600009 Child Care Call Center and Administration Services

AI Contract Breakdown

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Timeline

PostedNov 4

subcontract

Response DeadlineNov 6

Submission deadline

Response Deadline

11/06/2026, 07:00:00 PM UTCin 1 day

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Organization & Contact Information

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AgencyMaryland

ContactsNo contacts available

OfficeN/A

Organization / Agency

Maryland

Office AddressN/A

ContactsNo contact information available

Full Description

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Operates a customer service center for prime contractors on Maryland State Department of Education (MSDE) Child Care Scholarship projects. Handles inbound and outbound inquiries, provides program information, and resolves customer issues via phone and digital channels. Adheres to Operational Service Level Requirements (SLAs). Delivers resolved customer inquiries and documented interaction logs.

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Same NAICS industry code

RFP # R00B7600009 Child Care Call Center and Administration Services

Solicitation # BPM058514

The Maryland State Department of Education is soliciting a qualified service provider to manage the Child Care Scholarship program's customer service and administration. The selected contractor will be responsible for eligibility determinations, case management, provider payment administration, accounts processing, and audit and compliance functions. To support these operations, the contractor must provide all necessary staffing and technology, including a case management solution and call center telephony. The contract is structured with a three-year base period and two one-year option periods, with a five-year planning amount of 62.5 million dollars, excluding optional work. Performance must occur within the continental United States, with a primary operational location within a 50-mile radius of the MSDE headquarters in Baltimore, Maryland, or via a hybrid model. The award will be based on the most advantageous proposal, with technical and financial factors weighted equally. Technical evaluation focuses on the work and staffing plan, qualifications, AI and automation strategies, and economic benefits to the state. The procurement includes specific goals for Minority Business Enterprise and Veteran-owned Small Business Enterprise participation. Additionally, the contractor must ensure all IT solutions comply with WCAG 2.A and AA accessibility standards and maintain strict data security and privacy protocols.

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Solicitation # BPM057936

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