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This Solicitation opportunity from North Carolina was posted on May 20, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

**Statewide Victim Assistance Notification System Development and Implementation**

Closed
Doc1185202142State & Local

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
Call Center
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.

POSTED

7 days ago

DEADLINE

in about 1 month

AI Contract Overview

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The contract aims to establish a comprehensive statewide automated victims assistance notification system (NC SAVAN) for the North Carolina Department of Adult Correction, encompassing ninety-six jails across the state. The selected vendor will be responsible for developing, implementing, maintaining, and monitoring the system, which includes creating a toll-free number and website for victim registration, as well as staffing and managing a call center to facilitate notifications. Additionally, the vendor must develop interfaces to connect with existing local jail management systems and other relevant entities, ensuring seamless data collection from multiple sources such as the jails, CJLEADS, and the Department of Adult Correction. The contract emphasizes data ownership rights for the state, allowing for future expansion and integration with other critical entities as needed. The procurement seeks a vendor capable of delivering a solution that provides the best value, with project costs estimated between five and fifteen million dollars. The response deadline is June 16, 2025, and the project is managed by the North Carolina Department of Adult Correction, with primary contact being Kim Bruske from Victim Support Services. The initiative underscores the importance of a reliable, integrated notification system to enhance victim support across the state's correctional facilities and related agencies.

General Info

Documents

1
PDF, High priority: read this firstrfp
High

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Timeline

PhaseClosed
Posted

Solicitation

Response Deadline

Deadline has passed

Submission Closed

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Organization & Contact Information

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AgencyNorth Carolina Adult Corections
Contacts1 person available
OfficeN/A
Organization / AgencyNorth Carolina Adult Corections
Office AddressN/A
Contacts
Kim BruskeVictim Support Services

Full Description

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The purpose of this RFP and any resulting contract award is to solicit offers for the development, implementation and execution of a Statewide Automated Victims Assistance Notification (NC SAVAN); which includes the Department of Adult Correctionand ninety-six jails across the State. The objective of this procurement is to award a statewide Vendor with which provides the best value to the Department of Adult Correction. Services will include but not be limited to: 1. Development, implementation, maintenance, administration, and monitoring of a statewide victim assistance notification system. 2. Implementation of a toll-free statewide number and website for registering for notifications. 3. Development, implementation, staffing and management of a call center. 4. Development, implementation, and administration of interfaces with local entities legacy systems. This includes, but not limited to, the Jail Management Systems (JMS) utilized across the 96 jails. 5. Include vendor responsibility for collection of data from 96 jails, CJLEADS, the Department of Adult Correction. Vendor must provide for future participation of other entities deemed critical to the SAVAN program. The State retains ownership of the collected data, and has the right to use, transform, and distribute as deemed necessary. It is t

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