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Technical Implementation Staffing

Open
State & Local

Contract Overview

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

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This subcontract for Technical Implementation Staffing provides specialized personnel to support prime contractors during the Design, Development, and Implementation phase of Commonwealth of Kentucky government projects. The scope of work involves supplying project managers, systems analysts, and integration engineers to meet project milestones within a six-to-eight month implementation timeline. Candidates must possess specific experience in government Contact Center as a Service deployments to deliver the required staffing hours and labor. The opportunity is categorized under NAICS code 541511 and is associated with the state of Kentucky. Interested parties should note the response deadline of January 29, 2027. Further details and submission processes are managed through the Kentucky Vendor Services System.

General Info

Place of Performance

Other, KY, USA

Set-Aside

NONE

Documents

This scope was carved out of RFP-758-2700000097-2.

The full solicitation package (16 documents), including the RFP, is on the prime solicitation, not on this scope.

View the prime solicitation

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

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Timeline

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subcontract

Response Deadline

Submission deadline

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Organization & Contact Information

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AgencyKentucky → Frankfort, KY
ContactsNo contacts available
OfficeN/A
Organization / AgencyKentucky → Frankfort, KY
Office AddressN/A
ContactsNo contact information available

Full Description

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Provides specialized technical personnel for the Design, Development, and Implementation (DDI) phase for prime contractors on Commonwealth of Kentucky government projects. Supplies project managers, systems analysts, and integration engineers to execute the 6-to-8 month implementation timeline. Requires experience in government CCaaS deployments. Delivers staffing hours and labor for project milestones.

Similar Contracts

Same NAICS industry code

More opportunities from Kentucky → Frankfort, KY

Same awarding agency

NAICS: 561422
New
SLED
RFP-758-2700000097-2 | Contact Center as a Service RFP
Solicitation # RFP-758-2700000097-2
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.
Telemarketing Bureaus and Other Contact Centers

POSTED

2 days ago

DEADLINE

in 3 months
View Details
NAICS: 561422
SLED
RFP-758-2700000097-1 | Contact Center as a Service RFP
Solicitation # RFP-758-2700000097-1
The Commonwealth of Kentucky, through the Cabinet for Health and Family Services (CHFS), is soliciting proposals for a cloud-based Contact Center as a Service (CCaaS) platform. This comprehensive solution requires the vendor to provide and administer a full suite of core technologies, including IVR, VoIP-enabled telephony, multi-channel ACD, CTI, call and screen recording, workforce management, and a contact management system. The platform must support voice, email, chat, SMS, and TDD/TTY, while integrating advanced AI and machine learning for sentiment analysis and real-time knowledge retrieval. The project is divided into Design, Development, and Implementation (DDI) and Maintenance and Operations (M&O) phases, with the system expected to be fully operational within six to eight months of contract execution. The contract includes rigorous technical and regulatory requirements, mandating compliance with 45 CFR 95.617, HIPAA, and the HITECH Act, as well as Kentucky's Personal Information Security and Breach Investigation Procedures and Practices Act. Vendors must adhere to a strict Service Level Agreement (SLA) with defined Key Performance Indicators (KPIs) and financial penalties via Service Level Credits for performance failures. The cost structure covers an initial three-year term with optional renewals up to nine years, including licensing for 7,800 concurrent agents and 1,800 concurrent supervisors. Proposals are evaluated based on technical scores, cost, and potential oral demonstrations, with a minimum technical score of 60 percent required for further consideration.
Telemarketing Bureaus and Other Contact Centers

POSTED

about 1 month ago

DEADLINE

in about 2 months
View Details

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