ODOT Contact Center

The Ohio Department of Transportation (ODOT) Competitive Selection IDV DOT51525-1 is a comprehensive technology contract focused on delivering advanced contact center and customer relationship management solutions. The IDV covers the implementation of an integrated Customer Relationship Management (CRM), Contact Center, and Knowledge Management system leveraging ServiceNow's Public Sector Digital Services platform and Cisco Unified Contact Center Enterprise technologies. The contract enables ODOT to procure technology services that streamline customer interactions across 52 of Ohio's 88 counties, supporting multiple communication channels including phone, walk-ins, social media, and email, with capabilities for interactive voice response (IVR), multichannel communication, advanced reporting, workforce optimization, and quality assurance.

CBTS Technology Solutions LLC was awarded this competitive selection contract on September 17, 2024, with a performance period extending through October 31, 2025. The total contract value includes a one-time implementation price of $998,000.00 and an annual estimated service cost of $161,676.00. The contract covers technology services within Ohio, specifically supporting ODOT's central office and nine districts. With a focus on business function specific software (UNSPSC 43231500), the IDV will enable the deployment of a comprehensive contact center solution that incorporates artificial intelligence, real-time dashboards, case management capabilities, and advanced analytics to enhance public sector service delivery.