This Solicitation opportunity from New York was posted on October 31, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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UI Call Center Support

Closed

2128330State & Local

Submission Closed12/15/2025, 12:00:00 AM 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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Solicitation # EV00000990

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State University of New York

POSTED

8 days ago

DEADLINE

in about 1 month

AI Contract Overview

The contract involves providing scalable, additional resources to support the New York State Department of Labor’s Telephone Claims Center, primarily to enhance live-agent customer service for individuals seeking assistance with the Unemployment Insurance program. The service scope covers statewide operations across all NYS counties, with a contract duration of one year starting in early 2026, and the possibility of two one-year extensions. The estimated contract value ranges from five to fifteen million dollars, emphasizing significant service capacity expansion. Bidders must demonstrate compliance with various state-specific requirements, including MWBE and SDVOB participation goals, insurance coverage, confidentiality, and non-disclosure obligations, as well as adherence to state and federal cybersecurity standards. The procurement process is structured with detailed certifications, disclosure forms, and compliance attestations, and emphasizes fair competition, ethical conduct, and transparency. The solicitation emphasizes a comprehensive evaluation process weighted heavily toward cost (70%) and technical merit (30%), with proposals assessed through detailed questionnaires, references, and certifications. Bidders are required to submit separate, sealed proposals for technical, cost, and administrative components by December 15, 2025, with strict formatting, labeling, and media instructions. The contract incorporates standard legal clauses, including confidentiality, security, and non-conflict provisions, alongside specific performance standards such as occupancy and call handling metrics. Additionally, the contract mandates rigorous compliance with MWBE and SDVOB participation, reporting, and good-faith effort documentation, alongside provisions for waivers if goals are unmet. Security and confidentiality are paramount, with detailed requirements for data protection, breach notification, and personnel training, ensuring the integrity and privacy of sensitive unemployment data. Overall, the contract aims to establish a robust, compliant, and transparent partnership to enhance NYSDOL’s call center capacity while fostering diversity, equity, and security in its operations.

General Info

Agency

New York → NYS Dept. of Labor

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

NY, USA

Set-Aside

NONE

Documents

Amendment 1 to RFP #Z125 UI Call Center Support

48 pages · amendment

High

RFP Z125 UI Call Center Support Attachment 6 Questionnaire

1 page · rfp

High

RFP Z125 UI Call Center Support - Notice of Intent to Bid

1 page · presolicitation

High

RFP Z125 UI Call Center Support Proposal Checklist

2 pages · rfp

High

Appendix A - Standard Clauses for New York State Contracts June 2023

7 pages · other

Low

Appendix Data - NYSDOL Information Security and Cyber Security Requirements

3 pages · other

Low

Appendix EO 177 Certification for NYS Human Rights Law Compliance

1 page · contract-document

Low

Appendix GTC - NYS Department of Labor General Terms and Conditions

14 pages · other

Low

Appendix Insurance Requirements - NY State Department of Labor

12 pages · other

Low

Appendix MWBE-1 - MWBE EEO Policy Statement

1 page · other

Low

Appendix MWBE-1 - MWBE EEO Policy Statement

1 page · other

Low

Appendix MWBE-2 Staffing Plan Form

2 pages · other

Low

Appendix MWBE-3 - MWBE Workforce Utilization Form

5 pages · other

Low

Appendix SDVOB-1 - SDVOB Utilization Plan

2 pages · other

Low

Appendix SDVOB-2 - SDVOB Monthly Compliance Report

1 page · other

Low

Application for Waiver of MWBE Participation Goal

2 pages · other

Low

Application for Waiver of SDVOB Participation Goal

2 pages · other

Low

Attachment 2 - Bidder's Certified Statements for RFP #Z125 UI Call Center Support

3 pages · other

Low

Attachment A - Federal and State Certifications

5 pages · other

Low

Attachment C - Bidder’s Disclosure of Prior Non-Responsibility Determinations

2 pages · other

Low

Attachment D - Vendor Responsibility Form

1 page · other

Low

Attachment E - Encouraging Use of New York State Businesses in Contract Performance

1 page · other

Low

Attachment F - Bidder Certification of Compliance with Public Officers Law § 73(4)

1 page · other

Low

Attachment H - Business Automobile Liability Insurance Attestation

3 pages · other

Low

Attachment J - Vendor Assurance of No Conflict of Interest or Detrimental Effect

1 page · other

Low

Attachment N - NYSDOL Confidentiality and Non-Disclosure Agreement

3 pages · contract-document

Low

Attachment ST220TD - Contractor Certification to NYS Dept. of Taxation and Finance

4 pages · other

Low

Bidder's Affirmation of Understanding and Agreement pursuant to State Finance Law § 139-j

1 page · other

Low

Certification Under Executive Order No. 16 - Attachment I

1 page · other

Low

MWBE Quarterly Compliance Report Appendix MWBE-6

2 pages · other

Low

MWBE Utilization Plan Form Appendix MWBE-4

1 page · other

Low

New York State Department of Labor Services Agreement Appendix B50

4 pages · contract-document

Low

NYS Office of the State Comptroller Substitute Form W-9

2 pages · other

Low

RFP Z125 Attachment 3 - References

1 page · past-performance

Low

RFP Z-125 Attachment 4 Cost Proposal

1 page · other

Low

RFP Z-125 Bidder Question Submission Instructions

2 pages · q-and-a

Low

Service-Disabled Veteran-Owned Business (SDVOB) Operations Guidance Document

6 pages · other

Low

ST-220-CA Contractor Certification to Covered Agency

2 pages · other

Low

AI Contract Breakdown

Uniform Contract Format

Timeline

PhaseClosed

PostedOct 31

Solicitation

Response DeadlineDec 15

Deadline has passed

Submission Closed

12/15/2025, 12:00:00 AM UTC

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Organization & Contact Information

AgencyNew York → NYS Dept. of Labor

Contacts1 person available

OfficeN/A

Organization / AgencyNew York → NYS Dept. of Labor

Office AddressN/A

Contacts

Sarah BerteContract Management Specialist III

contact@example.gov

+1 (555) 000-0000

Full Description

The purpose of this RFP evaluation is to provide additional and scalable resources to New York State Department of Labor’s Telephone Claims Center. The goal is to increase NYSDOL’s capacity to provide live-agent customer service to callers seeking assistance with New York’s Unemployment Insurance program. See solicitation documents for a description of eligibility requirements and other contract requirements. Service-Disabled Veteran-Owned Set Aside: No Minority Owned Sub-Contracting Goal: 15% Women Owned Sub-Contracting Goal: 15% Service-Disabled Veteran-Owned Business Contracting Goal: 6% Disadvantaged Owned Sub-Contracting Goal: 0% Due date:12/15/2025 3:00 PM Questions are due 11/14/2025, Responses will be posted by 11/21/2025 Contract term: One (1) year with two (2) optional one-year periods not to exceed twelve (12) months each at the discretion of NYSDOL. County(ies): All NYS counties Location: Statewide Business entities awarded an identical or substantially similar procurement contract within the past five years: None.

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