RFP-758-2700000097-2 | Contact Center as a Service RFP

The Kentucky agency in Frankfort is soliciting proposals for a Contact Center as a Service (CCaaS) solution under RFP 758 2700000097. Proposals must be submitted electronically via the eProcurement system by January 8, 2027, at 3:30 PM ET, and must be divided into three distinct parts: a Technical Proposal, a Cost Proposal, and Proprietary Information. The contract includes an initial term with options for three additional two-year renewals upon mutual agreement. To be considered for an award, proposals must achieve a minimum technical score of 60% of the maximum possible points, with the cost of the solution accounting for 2,000 points of the evaluation. The selected contractor must adhere to strict quality standards, including minimum Quality Assurance scores of 90% and the definition of clear entrance and exit criteria for various testing phases, such as User Acceptance Testing. Key compliance requirements include adherence to the Protection of Personal Information Security and Breach Investigation Procedures and Practice Act, ADA, and the Civil Rights Act. Additionally, the contractor must ensure all personnel are properly licensed in Kentucky and are not debarred from state or federal programs, including Medicare and Medicaid. Deliverables include a planning milestone due 15 days after kickoff, quarterly volume forecasts, and annual training summary reports.