This Sources Sought opportunity from Department Of Homeland Security was posted on April 22, 2008. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Resolution Center Customer Service Agents

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Resolution_Center_RFI_HubzoneFederal

Submission Closed05/01/2008, 07:00:00 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

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SLED

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Visual Interpretation Agent ServicesThis subcontract for Visual Interpretation Agent Services supports prime contractors on MBTA rapid-transit projects in Boston, Massachusetts. The selected provider will deliver live, smartphone-based visual interpretation and wayfinding assistance to blind and low-vision riders by answering incoming video calls and providing real-time descriptions of their environments. Qualified agents must possess bilingual proficiency in English and Spanish and successfully complete MBTA-specific training. In addition to providing real-time interpretation services, the contractor is responsible for delivering monthly performance data reports. The response deadline for this opportunity is November 20, 2026.

MBTA - Massachusetts Bay Transportation Authority

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Non-Clinical Call Center OperationsThis subcontract for Non-Clinical Call Center Operations supports prime contractors serving Cook County Health pharmacy projects in Illinois. The selected provider will deliver managed call center agent services to handle 24/7 inbound and outbound call volumes, focusing on general member services and non-clinical patient inquiries. A critical requirement of the engagement is the strict maintenance of HIPAA compliance to ensure the secure handling of all patient data. Interested parties should note the response deadline of November 20, 2026, for this opportunity categorized under NAICS code 561422.

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Request For Proposal Call Center Services for Central Fill Pharmacy

Solicitation # H26-25-037

Cook County Health is soliciting proposals under solicitation number H26-25-037 for comprehensive call center services to support its Central Fill and Mail Order Pharmacy operations. The selected vendor will provide 24/7 inbound and outbound support, including customer service, patient engagement, and care coordination, utilizing credentialed licensed pharmacists and certified pharmacy technicians. Performance is measured by strict service levels, requiring 90% of calls to be answered within 30 seconds and a call abandonment rate not exceeding 5%. The contract allows for an initial term with the possibility of two successive 12-month renewal periods, provided there is written agreement 120 days prior to expiration. Proposals will be evaluated based on technical qualifications, pricing, responsiveness, and MBE/WBE participation, with the potential for shortlisted vendors to provide presentations or demonstrations. Required submission documents include a one-page cover letter, an executive summary with an organizational chart, a detailed implementation plan, and an Economic Disclosure Statement. Pricing must be submitted separately and cover operations, member services, clinical support, reporting, and implementation. The vendor must comply with Cook County Living Wage and prevailing wage requirements, maintain strict HIPAA and cybersecurity standards, and submit to audits by Cook County Health or relevant government agencies. Payment terms are Net 45 days following the receipt of a compliant invoice.

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Member Trip Scheduling and Call Center ServicesThis subcontract for Member Trip Scheduling and Call Center Services supports prime contractors on Louisiana Department of Health Medicaid projects. The selected provider will manage member intake and trip scheduling through a dedicated call center, coordinating medical appointments and resolving member escalations. To ensure operational success, the contractor must utilize VoIP infrastructure and employ agents who are fully HIPAA-trained. The project is administered by the State of Louisiana under NAICS code 561422. Interested parties must submit their responses by the deadline of November 24, 2026. The primary deliverables include the successful scheduling of member trips and the efficient resolution of all member inquiries.

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Member Coordination and Scheduling SupportThis subcontract for Member Coordination and Scheduling Support involves providing essential operational services for prime contractors working on Louisiana Department of Health Medicaid projects. The selected provider will manage call center operations focused on trip requests, appointment confirmations, and no-show management. To ensure compliance and operational efficiency, the contractor must maintain CRM and IVR infrastructure and ensure all staff complete mandatory HIPAA training. Key deliverables include the provision of detailed scheduled trip logs and comprehensive member communication records. Interested parties should note that the response deadline for this opportunity is November 24, 2026, at 4:00 PM. The project falls under NAICS code 561422 and is managed through the Louisiana Procurement office.

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Call Center & Multilingual Support ServicesThis subcontract for Call Center and Multilingual Support Services involves providing specialized operational support for the Alabama Department of Public Health vital records projects. The selected provider will work under prime contractors to manage a dedicated toll-free number and handle the processing of records requests via telephone and fax. To ensure accessibility, services must be delivered in both English and Spanish. The call center is required to operate from 7:00 a.m. to 7:00 p.m. CST on all state business days. This engagement falls under NAICS code 561422 and is focused on the delivery of efficient operational call center services and the accurate processing of vital records requests for the state of Alabama.

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MDE Appointment Scheduling and Claimant NotificationThe MDE Appointment Scheduling and Claimant Notification subcontract supports prime contractors on Department of Veterans Affairs projects, specifically for the Sac Frederick office. The selected provider will be responsible for managing telephone access for scheduling, issuing notification letters to claimants within a strict 24-hour window, and maintaining call recordings for audit purposes. Key deliverables include the scheduled appointments, the notification letters, and the associated call recordings. Due to the nature of the work, the contractor must ensure full HIPAA compliance and undergo VA personnel vetting. This opportunity falls under NAICS code 561422, with a response deadline set for October 26, 2026.

Sac Frederick (36C10X)

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DEADLINE

24/7 Call Center and Dispatch OperationsThis subcontract for 24/7 Call Center and Dispatch Operations supports prime contractors on Housing Authority of the City of Los Angeles projects. The selected provider will be responsible for continuous live answering services, entering work order data into HACLA systems, and managing the dispatch of after-hours emergency work orders for residents. To qualify, the contractor must possess professional call center telephony systems and maintain cybersecurity insurance. The project is based in Los Angeles, California, under NAICS code 561422, with a response deadline set for November 12, 2026.

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Out-of-Hours Emergency Repairs Call Handling ServicesThis subcontract for Connexus Homes Limited involves the provision of professional out-of-hours emergency repairs call handling and triage services for social housing projects. The selected provider will be responsible for managing incoming emergency requests during non-business hours, assessing the urgency of each call based on established protocols, and dispatching the necessary requests to internal teams or third-party contractors. To qualify, providers must possess the required call center infrastructure and demonstrate proven experience within the UK social housing sector. The contract requires the delivery of a fully operational service available 24 hours a day, 365 days a year. Interested parties must submit their responses by November 6, 2026, at 12:00 PM. This opportunity is categorized under NAICS code 561422 and is focused on ensuring seamless emergency response and dispatch management for prime contractors working with the agency.

Connexus Homes Limited

POSTED

DEADLINE

Provision of out of hours customer call centre services.

Solicitation # 2026/S 000-096246

Connexus Homes Limited is seeking a reliable and customer-focused supplier to provide out-of-hours emergency repairs call handling services for its customers in Herefordshire and Shropshire. The service is designed to ensure timely support during evenings, weekends, bank holidays, and other closure periods. The appointed provider must have proven experience within the UK social housing sector and will be responsible for professionally managing calls, assessing the urgency of issues, providing clear advice, recording information, and dispatching emergency repairs to internal teams or nominated contractors according to established protocols. The contract has an estimated total value of 212,000 GBP including VAT, with an initial performance period from April 1, 2027, to March 31, 2029. There is an option to extend the agreement for an additional two years until March 31, 2031, subject to satisfactory annual performance reviews. This opportunity is noted as particularly suitable for small and medium-sized enterprises. The procurement process follows a two-stage competitive flexible procedure. Stage 1 requires a Pre-Qualification Questionnaire and a written tender submission, with the top four scoring bidders advancing to Stage 2. The second stage involves a further written tender, a pricing submission, and a clarification meeting. The deadline for enquiries is October 30, 2026, and the final tender submission deadline is November 6, 2026, at 12:00 pm. All submissions must be made electronically in English.

Connexus Homes Limited

POSTED

9 days ago

DEADLINE

in 16 days

General Info

Agency

Department Of Homeland Security → Contracting And Procurement

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

To Be Determined, VA, USA

Set-Aside

HZC

Documents

Request+for+Information+Resolution+Center.doc

AI Contract Breakdown

Uniform Contract Format

Contract not broken down yet

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Timeline

PhaseClosed

PostedApr 22

Sources Sought

Response DeadlineMay 1

Deadline has passed

Submission Closed

05/01/2008, 07:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of Homeland Security → Contracting And Procurement

Contacts1 person available

OfficeSpringfield, VA, 20598, USA

Organization / AgencyDepartment Of Homeland Security → Contracting And Procurement

Office AddressSpringfield, VA, 20598, USA

Contacts

Marlene A. BetlerContract Specialist

contact@example.gov

Full Description

THIS IS A REQUEST FOR INFORMATION (RFI) FOR COMMERCIAL SERVICES PREPARED IN ACCORDANCE WITH THE FEDERAL ACQUISITION REGULATION (FAR). This RFI is in accordance with FAR Part 10, Market Research. This part prescribes policies and procedures for conducting market research to arrive at the most suitable approach to acquiring, distributing, and supporting supplies and services. The Transportation Security Administration intends to conduct market research pursuant to the requirement set forth below for Resolution Center Support for the Secure Flight program. In this context, - resolution center also refers to - call center. Hubzone businesses that have the capability to or currently perform the services outlined below are encouraged to fill out this form and submit it to the Contract Specialist at Marlene.Betler@dhs.gov by 05/01/2008 by 2:00 pm EST. At the conclusion of the market research it is the Governments intent to determine if Hubzone businesses are available to perform these services. Interested parties are encouraged to fill out the attached form and send it back to the Contract Specialist identified above.