Call Center Services, DDD, Help Desk

The Ohio Requisite Program CRP30936 is an Indefinite Delivery Vehicle (IDV) focused on providing specialized call center and help desk services for the Ohio Department of Developmental Disabilities (DODD). The contract enables the procurement of comprehensive contact center operations, specifically designed to handle up to 1,500 monthly phone calls. Services include an IT Help Desk powered by ServiceNow, customer service support during extended business hours (7am-7pm weekdays, 9am-6pm weekends), and professional call management with dedicated troubleshooting capabilities.

The IDV is awarded to Cleveland Sight Center (CSC) through the Ohio Department of Administrative Services (DAS), with a contract period from July 1, 2025, to June 30, 2027. The contract is structured as a mandatory use, state-level agreement covering Ohio, with a pricing model of $750 monthly account maintenance and $35 per hour for dedicated help desk services. Key performance metrics are embedded in the contract, including a 99.95% monthly availability commitment, 120-second average hold time, and a maximum 5% call abandon rate. The contract falls under the UNSPSC category of Call Centre Bureau Services (83111507) and includes comprehensive service level agreements and monthly reporting requirements.