This Solicitation opportunity from Georgia was posted on August 1, 2024. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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RFP-REF-DEAM-2405-1240308, Cafeteria Operation and Management

Closed

RFP-REF-DEAM-2405-1240308State & Local

Submission Closed08/29/2024, 02:00:00 PM EDT

Contract Overview

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

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NAICS: 561422

New

SLED

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RFP # R00B7600009 Child Care Call Center and Administration Services

Solicitation # BPM058514

The Maryland State Department of Education (MSDE) is seeking a qualified service provider to manage the Child Care Scholarship (CCS) Customer Service and Administration functions. The scope of work includes eligibility determinations, case management, provider payment administration, accounts processing, customer service, and audit and compliance functions. The selected contractor is responsible for providing all necessary staffing, operations, and supporting technology, including call center telephony, computers, and an operational case management solution. The contract is structured as a hybrid of Firm Fixed Price and IDIQ, featuring a three-year base period with two one-year options, with an estimated total value not to exceed 62.5 million dollars over five years. The procurement emphasizes socioeconomic goals, with a 20 percent Minority Business Enterprise (MBE) and 5 percent Veteran-Owned Small Business Enterprise (VSBE) participation requirement. Technical and financial factors are weighted equally in the selection process, with a strong focus on the offeror's technical response, staffing plan, and proposed AI and automation strategies. Performance will be monitored through strict Service Level Agreements (SLAs) covering call center responsiveness, customer satisfaction, and data breach notifications. Additionally, the contractor must ensure full compliance with WCAG 2.1 Level AA accessibility standards, state and federal cybersecurity protocols for protecting personally identifiable information, and Maryland Living Wage requirements.

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Health Plan Member Communications & Customer SupportThe Health Plan Member Communications and Customer Support subcontract focuses on providing member-facing support services for prime contractors managing State of Maryland employee health plan projects. The scope of work includes operating a dedicated help desk for benefit inquiries, drafting comprehensive benefit summaries, and executing member outreach initiatives utilizing CRM software and call center infrastructure. To ensure the security of sensitive information, all personnel assigned to the project are required to undergo HIPAA privacy training. Key deliverables for this engagement include the production of member support logs, the creation of both printed and digital benefit guides, and the management of targeted communication campaigns. This opportunity is categorized under NAICS code 561422, with a response deadline set for November 23, 2026.

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Telemarketing ServicesThis subcontract for Telemarketing Services supports the University of Texas M.D. Anderson Cancer Center by providing outbound donor engagement. The selected provider will work under prime contractors to execute fundraising calls using established scripts, focusing on the acquisition, retention, and reactivation of donors. To qualify, providers must possess professional experience in healthcare or non-profit fundraising solicitation. The contractor is responsible for delivering essential performance data, including detailed call logs, donation reports, and lead lists. This opportunity is categorized under NAICS code 561422, with a response deadline set for December 4, 2026.

University of Texas M. D. Anderson Cancer Center

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Request Validation and Customer Support ServicesThe Request Validation and Customer Support Services subcontract supports the Massachusetts Executive Office of Health and Human Services by managing administrative intake and eligibility validation for prime contractors. The selected provider will operate a dedicated phone line and online portal to process requests, utilizing Fiscal Intermediary data to verify PCA eligibility. To ensure operational efficiency, the contractor must employ call center software to track service level agreements and provide ongoing customer assistance. Strict adherence to HIPAA compliance is required for all data handling to protect sensitive information. The contractor is responsible for delivering validated request data and comprehensive performance reports to the agency. This project is based in Boston and is categorized under NAICS code 561422, with a response deadline set for December 11, 2026.

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Customer Contact and Appointment Scheduling ServicesThis subcontract for Customer Contact and Appointment Scheduling Services supports prime contractors working on Thames Water Utilities Limited facility projects. The scope of work involves comprehensive planning, customer outreach, and the booking of installation appointments. The service provider is responsible for managing all customer interactions and scheduling through the use of CRM software and workforce management systems, which must include the provision of live job status APIs to ensure real-time data accuracy. The primary deliverables are confirmed installation appointments and consistently updated job status data. Due to the nature of customer interaction and data handling, strict adherence to GDPR compliance is required. This engagement is categorized under NAICS code 561422 and is focused on streamlining the coordination between prime contractors and end customers to ensure efficient project execution.

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Customer Service Representative (CSR) and Supervisory StaffingThis subcontract focuses on providing comprehensive consumer-facing call center operations to support prime contractors on Maryland Health Benefit Exchange projects. The scope of work includes supplying Customer Service Representatives, Team Leads, and Supervisors to manage high-volume inquiries through phone, live chat, and secure messaging. Key operational requirements include maintaining a 15-minute average handle time, providing bilingual support, and strictly adhering to established problem escalation procedures. The contract emphasizes scalability to accommodate the increased traffic typical of the Open Enrollment period from November 1 through January 15. The selected provider will be responsible for delivering handled interactions and meeting specific operational metrics. Interested parties should note the response deadline of December 17, 2026, for this Maryland-based opportunity categorized under NAICS code 561422.

POSTED

DEADLINE

Solicitation # BPM057936

Solicitation BPM057936 is a request for comprehensive call center operational support services for the Maryland Health Benefit Exchange. The contractor will be responsible for managing customer service representatives, team leads, and supervisors to handle consumer inquiries via phone, live chat, and secure messaging. A critical component of the scope is ensuring staffing and production readiness for the annual Open Enrollment period, which typically runs from November 1 to January 15. The contract includes a base period of three years starting approximately July 1, 2027, and ending June 30, 2030, with two optional one-year renewal extensions. The award will be granted to the responsible offeror whose proposal is deemed most advantageous to the State, with technical factors receiving greater weight than financial factors. Evaluation criteria prioritize the technical response and work plan, staff qualifications, offeror capabilities, and economic benefit to Maryland. Required key personnel include a Project Director, Account Manager, Operations Manager, Training Manager, Quality Assurance Manager, and Workforce Manager. Pricing is structured around a monthly operational fixed fee and a fixed unit price per handled call. Proposals must be submitted via the eMMA portal by December 17, 2026, using a two-part double envelope submission process. The technical proposal must be strictly separated from the financial proposal to avoid rejection. Mandatory documentation includes various attachments, a performance bond, and certificates of insurance. The contract also emphasizes strict adherence to COMAR 21.06.09 for invoicing and requires a detailed Problem Escalation Procedure and annual technology readiness reviews every August.

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Locker Network Customer SupportThe Locker Network Customer Support subcontract provides essential help desk and incident management services for prime contractors operating on housing estate projects within the London Borough of Hackney. The scope of work focuses on managing customer inquiries, resolving access issues, and processing parcel retrieval reports through the utilization of CRM and ticketing systems. The primary deliverables for this engagement include the successful resolution of customer support tickets and the provision of detailed incident reports. This operational support ensures streamlined communication and issue resolution for residents and contractors associated with the borough's housing initiatives.

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Multilingual Help Desk and Outreach ServicesThe Multilingual Help Desk and Outreach Services subcontract, issued by the USCIS Contracting Office under the Department of Homeland Security, involves the operation of a communication hub for prime contractors working on family reunification projects. The selected provider must manage a Help Desk using approved scripts and FAQs while conducting broad outreach via phone, email, text, and letter. A critical requirement is the possession of call center infrastructure capable of international reach and the ability to strictly avoid providing legal advice. Performance of this contract takes place in Washington and requires rigorous documentation, including detailed communication logs and screenshots for DHS review. The provider is responsible for delivering daily activity updates and comprehensive monthly Help Desk reports. Interested parties should note the response deadline of November 11, 2026, for this opportunity categorized under NAICS code 561422.

USCIS Contracting Office(erbur)

POSTED

6 days ago

DEADLINE

in 6 days

AI Contract Overview

The City of Atlanta's Department of Enterprise Management is seeking proposals from qualified vendors to operate and manage the cafeteria located within Atlanta City Hall. The selected contractor will be responsible for delivering continuous, high-quality food and service, ensuring excellent customer interactions, and maintaining competitive pricing during the cafeteria’s operational hours from 7:30 am to 3:00 pm, Monday through Friday. The contract emphasizes consistent service delivery across these pillars to meet the needs of city employees and visitors. The solicitation, titled "RFP-REF-DEAM-2405-1240308," was posted on August 1, 2024, with a deadline for responses set for August 29, 2024. The contract value is estimated to range between $500,000 and $1,500,000, and the project falls under NAICS code 561422, which pertains to catering and food services. Interested proponents can contact Jesse Wilson via email or phone for further information. The opportunity is open to qualified entities, with the goal of selecting a partner capable of providing reliable, quality cafeteria management aligned with the city's standards.

General Info

Agency

Georgia → City of Stone Mountain

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

GA, USA

Set-Aside

NONE

Documents

rfp

High

AI Contract Breakdown

Uniform Contract Format

Timeline

1 update

PhaseClosed

PostedAug 1

Solicitation

Notice updatedAug 1

Solicitation number changed from 66062 ATLANTA, PE-66062-NONST-2025-000000153 to PE-66062-NONST-2025-000000153.

Response DeadlineAug 29

Deadline has passed

Submission Closed

08/29/2024, 02:00:00 PM EDT

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Organization & Contact Information

AgencyGeorgia → City of Stone Mountain

Contacts1 person available

OfficeN/A

Organization / AgencyGeorgia → City of Stone Mountain

Office AddressN/A

Contacts

Jesse Wilson

contact@example.gov

+1 (555) 000-0000

Full Description

The City of Atlanta (City) , Department of Enterprise Management (DEAM) are requesting solicitations of proposals from qualified proponents to operate and manage the City's cafeteria, located in Atlanta City Hall. The successful proponent must provide services that include the four pillars of operation: continuous service, high quality service and food, great customer service, and competitive pricing on a daily basis, during business hours (Monday through Friday), the Cafeteria hours are from 7:30am ¿ 3:00pm.

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