NIGP 91520: Call Center Services

NIGP 91520 Call Center Services, an Item code, encompasses live agent telephone operations, enrollment and outreach services, crisis hotlines, and customer contact management that state and local governments procure to handle inbound and outbound calls for health programs, social services, workforce development, public safety, and constituent engagement. Recent solicitations show counties, states, school districts, and municipal agencies buying full-service call center staffing and operations, behavioral health hotlines with specialized training and accreditation, cloud-based AI-powered contact routing for emergency services, and integrated technology platforms combining call handling with data collection and reporting. Texas Health and Human Services Commission, San Mateo County, Cleveland Metropolitan School District, the Texas Department of Agriculture, the Illinois Department of Veterans Affairs, Clackamas County, the Illinois Department of Commerce and Economic Opportunity, and the City of Atlanta have all posted opportunities in the past six months, signaling active procurement across health enrollment, mental health crisis services, public education, housing assistance, workforce services, and emergency dispatch contexts.

Geographic activity concentrates in Texas, California, Illinois, and Ohio, with additional recent opportunities in Florida, Georgia, Minnesota, and Oregon. Representative recent procurements include San Mateo County's RFP for Live Agent Services to support bilingual patient outreach and appointment scheduling at its medical center with a five-year term and 30-point project approach weighting; Texas Health and Human Services Commission's RFP for Enrollment Broker Operations spanning eight managed care programs with historical compensation ranging from $75 million to $82 million per state fiscal year and a pre-proposal conference on July 21, 2026; Cleveland Metropolitan School District's RFP for a Customer Care Call Center Service Partner to staff a centralized hub serving 34,000 students and 6,000 staff with capacity for up to 12,000 calls monthly during peak periods, contract start July 1, 2026, and three-year initial term; Texas Department of Agriculture's RFP for a 24/7 Texas Farmer Mental Health and Suicide Prevention Helpline with American Association of Suicidology and Alliance of Information and Referral Systems accreditation requirements and estimated value exceeding $100,000, proposals due July 23, 2026; and the Texas Workforce Commission's RFP for Customer Care Contact Center Services with a 26 percent Historically Underutilized Business goal and $5 million cyber/privacy liability insurance requirement. Illinois Joining Forces holds multiple emergency and renewal contracts for the Illinois Warrior Assistance Program crisis helpline services. Set-aside and preference activity varies by issuing body—San Mateo County applies a local business ordinance offering up to 10 percent preference points, Texas programs include VetHUB subcontracting goals, and Illinois State Use Program awards restrict participation to nonprofits serving people with disabilities. Insurance requirements across codes are substantial, typically $1 million to $10 million in general liability, with cyber, professional, and workers' compensation coverage standard.