This Solicitation opportunity from Texas was posted on December 5, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Vital Statistics Call Center (VSCC)

Closed

HHS0015895State & Local

Submission Closed01/08/2026, 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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AI Contract Overview

The Texas Department of State Health Services (DSHS) is seeking qualified contractors to provide call center services for its Vital Statistics Section (VSS). The scope of work involves managing inbound calls—estimated between 20,000 and 27,000 monthly—offering general information on vital statistics certified records, application processes, and processing times, as well as handling approximately 650 outbound calls and emails providing Tier 2 assistance. The contractor will be responsible for staffing, workforce management, and project oversight, ensuring service quality metrics such as average wait times, call handling times, abandonment rates, and reporting adhere strictly to the outlined requirements. The contract resulting from this solicitation will have an initial term of three years, with DSHS retaining the option to extend it for up to two additional years. Furthermore, an additional extension of up to one year may be granted to address immediate operational needs. The solicitation was posted on December 5, 2025, with a pre-proposal conference held on December 9, 2025. The deadline for submission of responses is January 8, 2026, with evaluation planned for January and an anticipated contract award by May 2026. The contract is expected to commence in June 2026. The primary point of contact for this solicitation is Amanda Herrera at the Texas Department of State Health Services.

General Info

DSHS seeks contractors for three-year call center services handling 20,000-27,000 monthly calls.

Agency

Texas Department of State Health Services

NAICS

561422 - Telemarketing Bureaus and Other Contact Centers

Place of Performance

TX, USA

Set-Aside

NONE

Documents

Attachment B, Texas Transition Project Plan - RFP HHS0015895

4 pages · sow

High

DSHS Vital Statistics Call Center RFP HHS0015895 Pre-Proposal Conference and HSP Training

33 pages · rfp

High

Exhibit A - HHS Solicitation Affirmations Version 2.8

14 pages · solicitation-affirmations

High

Exhibit B, HHS Uniform Terms and Conditions - Vendor Version 3.4

contract-document

High

Exhibit C, HHS Additional Provisions Version 1.0 for RFP HHS0015895

additional-provisions

High

Exhibit D-1 Attachment 2 to DUA Security and Privacy Inquiry v2.1

security-privacy-inquiry

High

Exhibit D Data Use Agreement (DUA) Version 8.5

contract-document

High

Exhibit I - Assurances Non-Construction Programs

2 pages · assurances-non-construction

High

Exhibit K Evaluation Tool for RFP No. HHS0015895 Vital Statistics Call Center

3 pages · evaluation-tool

High

Exhibit N Historically Underutilized Business (HUB) Subcontracting Plan (HSP) Requirements

26 pages · hsp

High

HHS0015895 Exhibit A HHS Solicitation Affirmations

14 pages · solicitation-affirmations

High

HHS0015895 Exhibit G - Cost Proposal for Vital Statistics Call Center

13 pages · cost-proposal

High

HHS0015895 PCS 121 Addendum 1

1 page · amendment

High

HHS0015895 RFP Exhibit P - Statistics Call Center IS Controls Contractor Appendix

16 pages · sow

High

RFP HHS0015895 Exhibit H Scope of Work for Call Center Services

22 pages · sow

High

RFP HHS0015895 Exhibit M Insurance Requirements

insurance-requirements

High

RFP HHS0015895 Vital Statistics Call Center

37 pages · rfp

High

Vital Statistics Call Center RFP No. HHS0015895 Addendum 2 Attachment 1

3 pages · amendment

High

Attachment A, Call Center Metric Report

6 pages · report

Low

Exhibit E Exceptions Form for RFP No. HHS0015895

exceptions-form

Low

Exhibit F: Assumptions Form for RFP No. HHS0015895

exhibit-assumptions-form

Low

Exhibit J, Certification Regarding Lobbying

1 page · other

Low

Exhibit L HHS Online Bid Room Information Version 1.4

2 pages · other

Low

HHS0015895 Addendum 2

1 page · amendment

Low

HHS Information Security Acceptable Use Agreement

1 page · agreement

Low

HHS Information Security Acceptable Use Policy

16 pages · policy

Low

AI Contract Breakdown

Uniform Contract Format

Timeline

1 update

PhaseClosed

PostedDec 5

Solicitation

Deadline changedDec 5

Response deadline changed from Jan 15, 2026 to Jan 8, 2026.

Response DeadlineJan 8

Deadline has passed

Submission Closed

01/08/2026, 12:00:00 AM UTC

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Organization & Contact Information

AgencyTexas Department of State Health Services

Contacts1 person available

OfficeN/A

Organization / AgencyTexas Department of State Health Services

Office AddressN/A

Contacts

Amanda Herrera

contact@example.gov

+1 (555) 000-0000

Full Description

Introduction: TheDepartment of State Health Services (DSHS) seeks qualified Respondents toprovide call center services for the DSHS Vital Statistics Section. Servicesmust be provided according to the requirements in this Request for Proposal(RFP).Scope of Work: The TexasDepartment of State Health Services (DSHS) seeks qualified entities to providecall center services to the DSHS Vital Statistics Section (VSS). The callcenter services shall include, but not be limited to, hiring of call centerstaff, workforce management, and project oversight. The Contractor will beresponsible for answering approximately 20,000 to 27,000 inbound calls permonth to provide callers with general information and instructions related torequesting vital statistics certified records, processing times, applications,and any other related information. The Contractor will also be responsible formaking approximately 650 outbound calls and emails to provide callers with Tier2 assistance. The Contractor must ensure service levels including, but notlimited to, average wait time, average handle time, call hold times, abandoncall rates, call volumes, speed to answer, service levels, and reporting are inaccordance with the requirements of this SOW.ContractTerm: The initial term of any Contract resulting from this Solicitation willbe three (3) years. DSHS, at its sole option, may extend any Contract awardedpursuant to this Solicitation for up to two (2) additional years. Following the base term and any allowable renewalsor extensions, DSHS may extend any resulting Contract for not more than oneadditional option period to address immediate operational or service deliveryneeds. If the resulting Contract does not include a defined option period, theextension is limited to one (1) year. Optional/ Pre-proposal ConferenceHHSCPCS will hold the pre-proposal conference via Microsoft Teams on the date andtime set out in Section 3.1 (Schedule of Events). https://events.teams.microsoft.com/event/83498144-9238-43df-9a18-e87a5cef84eb@9bf97732-82b9-499b-b16a-a93e8ebd536b ** After registration, participants willreceive another email with the actual link to the webinar. ** Schedule of Events EVENT DATE/TIME Solicitation Posting Date to ESBD DECEMBER 05, 2025 Pre-proposal Conference Attendance is Optional DECEMBER 09, 2025, at 1:30 PM Central Time Deadline for Submitting Questions or Requests for Clarification DECEMBER 11, 2025, at 5:00 PM Central Time Tentative Date Responses to Questions or Requests for Clarification Posted on ESBD DECEMBER 23, 2025 Deadline for Submission of Solicitation Responses [NOTE: Responses must be RECEIVED by HHSC by the deadline.] JANUARY 08, 2026, at 10:30 AM Central Time Evaluation Period JANUARY 2026 Anticipated Notice of Award MAY 2026 Anticipated Contract Start Date JUNE 2026

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