Call Center Services, MMCP

The Ohio Requisite Program CRP30799 is an Indefinite Delivery Vehicle (IDV) specifically designed for Call Center Services, primarily serving the Ohio Department of Commerce's Division of Cannabis Control. The contract enables the procurement of comprehensive customer service solutions, with a capacity to handle approximately 5,000 monthly interactions. Cleveland Sight Center will provide a helpdesk staffed with up to twenty customer service representatives, utilizing ServiceNow for case management. The service operates Monday to Friday from 8:00am to 8:00pm and Saturdays from 9:00am to 6:00pm, with a stringent performance requirement of 99.95% monthly availability.

The IDV is awarded to Cleveland Sight Center by the Ohio Department of Administrative Services (DAS), with a contract period from January 1, 2024, to June 30, 2027. The contract is structured as a Community Rehabilitation Program procurement, covering the state of Ohio. Pricing is configured with a monthly base rate of $30,000 for Productive Minutes (not exceeding $360,000 in FY25) and an additional $750 monthly account maintenance fee. The contract type is classified as a Requisite Program, and it falls under the UNSPSC category of Call Centre Bureau Services (83111507). The IDV includes standard state terms and conditions, providing a comprehensive framework for service delivery and performance expectations.