Call Center Services, Ohio Department of Education

The Ohio Department of Administrative Services (DAS) has established an Indefinite Delivery Vehicle (IDV) with Cleveland Sight Center for comprehensive call center services, specifically targeting support for the Ohio Department of Education and Workforce (ODEW). This contract enables the procurement of specialized call center software as a service, with a focus on handling approximately 7,500 monthly customer interactions through phone and email channels. The service offering includes bilingual support, customer service helpdesk management, call transfers, and maintaining specific performance standards that align with ODEW's operational requirements.

The IDV, identified as Contract No. CRP30749, is a mandatory use contract effective from July 1, 2025, through June 30, 2027, with Cleveland Sight Center as the prime contractor. The contract is structured with a pricing model that includes a $750 monthly account maintenance fee, $35 per dedicated hour, and $1.45 per productive minute. Geographically limited to Ohio, this contract type allows for potential scope expansion and includes provisions for 40 annual hours of system development, up to 7,200 minutes of translation services, and detailed service level agreements. The total contract value and specific financial parameters are governed by the DAS Standard Terms and Conditions, revision dated 03/31/2025.