Call Center Services, Customer Service Helpdesk

The Ohio Requisite Program CRP30922 is an Indefinite Delivery Vehicle (IDV) administered by the Department of Administrative Services (DAS) that provides technical support and help desk services. Specifically, the contract enables procurement of customer service and call center operations, with a focus on handling approximately 7,000 monthly interactions through phone and email channels. The IDV covers comprehensive support services including bilingual assistance, central message desk management, and OH|ID helpdesk troubleshooting, designed to meet specific performance standards such as 99.95% monthly availability and an average hold time of 60 seconds.

The prime contractor for this IDV is the Cleveland Sight Center, with a contract period from July 1, 2025, to June 30, 2027. The contract is a mandatory use contract covering the State of Ohio, structured with a pricing model that includes $750 monthly account maintenance, $35 per dedicated hour, and $1.45 per productive minute. The IDV is classified under UNSPSC code 81111811 for technical support services and was developed in alignment with Ohio Revised Code Sections 125.60 to 125.6012. The contract type is a Requisite Program, which allows for potential subcontracting and includes provisions for business continuity and performance improvement.