Call Center Services, OBLTSS Front Desk

The Ohio Department of Administrative Services (DAS) has established an Indefinite Delivery Vehicle (IDV) for Call Centre Bureau Services through contract CRP30752, specifically designed to provide front desk and hotline telecommunications support for the Bureau of Long-Term Services and Supports (BLTSS). The contract enables the procurement of comprehensive call center services, including a 24/7 Interactive Voice Response (IVR) system, customer service representative support during business hours, and call routing capabilities. The services are structured to handle approximately 30-40 calls per day, with a commitment to maintaining a 99.95% monthly system availability and an average monthly hold time of 120 seconds.

The prime contractor for this IDV is the Cleveland Sight Center, a certified Community Rehabilitation Program located in Cleveland, Ohio. The contract is effective from July 1, 2023, to June 30, 2027, with a pricing model of $1.45 per occurrence. The geographic coverage includes the State of Ohio, with potential utilization by the Ohio Department of Medicaid, other state agencies, institutions of higher education, and cooperative purchasing members. Purchases under $2,500 can be made using the State of Ohio Payment Card, while larger purchases require an official state purchase order. The contract is issued under Sections 125.60 to 125.6012 of the Revised Code and provides a mandatory use vehicle for call center services.