NIGP 91520: Call Center Services

NIGP 91520 Call Center Services, an Item code, encompasses inbound and outbound telephony operations, behavioral health hotlines, enrollment and eligibility processing, member and customer support, and technology-enabled contact center platforms that state and local governments procure to deliver public services at scale. Recent solicitations show state agencies, health plans, counties, cities, school districts, and special-purpose districts engaging a mix of full-service providers, single-platform vendors, and specialized behavioral health contractors to operate 24/7 helplines, manage peak-period call volumes across multiple languages, integrate with legacy and cloud systems, and meet compliance and security mandates including HIPAA, NIST controls, and accessibility standards.

State-level repeat buyers include Texas Health and Human Services Commission (Medicaid and CHIP dental services, enrollment broker operations), the Illinois Department of Veterans Affairs (emergency and ongoing behavioral health services for the Warrior Assistance Program), and the Texas Department of Agriculture (farmer mental health and suicide prevention helpline). Counties, cities, and special districts are active: the County of San Mateo (live agent services for hospital patient outreach), the City of Fort Worth (AI-based interactive voice response across seven call centers serving over one million residents), Inland Empire Health Plan in California (24/7/365 transportation call center and omnichannel member-provider platform), the Orange County Transportation Authority (telephone town call software), the Cleveland Metropolitan School District (customer care hub for 34,000 students), and Sourcewell (cooperative purchasing vehicle for unified communications and contact center solutions). Recent activity concentrates in Texas, California, Illinois, Ohio, Florida, and the District of Columbia. Representative opportunities include the Texas Health and Human Services Commission RFP for Medicaid and CHIP dental services (HHS0017108, due December 7, 2026) with projected annual costs of $86.4 to $120 million for Medicaid and $77.1 million for CHIP, the City of Fort Worth RFP for an AI-based interactive voice response solution (RFP 260263, due October 22, 2026 as extended by Addendum No. 2) requiring 24/7/365 multilingual support across seven call centers with a 30 percent small-business participation goal, Inland Empire Health Plan RFP for enterprise cloud contact center services supporting non-emergency medical transportation (RFP 2607203, due October 17, 2026), and the Illinois Department of Veterans Affairs emergency procurement for Warrior Assistance Program psychological services (27497DVACENTRB54444, due October 20, 2026).