IDFPR Comprehensive Call Center Services Novation

ROI Solutions LLC (V00048259) was awarded a comprehensive call center services contract by the Illinois Secretary of State's Office on March 1, 2026, valued at $12,925,285.20. This contract represents the second renewal period (contract years 7-9) of the original agreement number 19 FPR 8721 and extends through June 30, 2028. The award was processed as an open market competitive sealed proposal and involved a novation from the previous contractor, The Connection, to ROI Solutions LLC.

The contract encompasses three years of Tier I, Tier II, and Tier III call handling services on a volume-based pricing model, with an annual unit price of $4,308,428.40 per year. Deliverables include non-call and chat functionality support, research and development activities, system implementation and maintenance services, comprehensive reporting, and required meetings and coordination with the contracting organization. Pricing was estimated based on the terms of the executed original contract and associated amendments.