UNSPSC 81162306: Help desk process as a service

Cloud or web-based service wherein the organization purchases business outcomes in Help Desk by accessing these services via Web-centric interfaces on multi-tenant and shared infrastructures without the need to manage or control the underlying resources.

UNSPSC 81162306 Help desk process as a service is a Commodity code that captures customer contact center operations, helpline staffing, and member/patient communication services purchased by state and local health plans, human services agencies, schools, and transportation authorities. State and local governments procure this work primarily to handle high-volume inbound and outbound calls, member inquiries, enrollment processing, crisis hotline operations, and billing support across Medicaid, CHIP, veterans services, emergency services, and other public programs. The work ranges from straightforward call answering and routing to complex behavioral health crisis intervention, multilingual support across 20+ languages, and integration with electronic case management systems. Issuing bodies include state health and human services departments, county health plans, city information technology departments, independent school districts, state veterans affairs agencies, and regional transportation authorities. Texas Health and Human Services Commission, Illinois Department of Veterans Affairs, Inland Empire Health Plan (California), and Covered California appear as repeat recent buyers. The City of Fort Worth, District of Columbia, Cleveland Metropolitan School District, and multiple county health systems have all posted opportunities under this code within the past two months.

Recent activity concentrates in Texas, California, Illinois, Ohio, and the District of Columbia. Representative opportunities include Texas HHSC's Medicaid and CHIP Dental Services managed care enrollment and call center RFP (HHS0017108, due December 7, 2026), Inland Empire Health Plan's Enterprise Cloud Contact Center Services RFP for non-emergency medical transportation call handling and NEMT integration within 90 days (RFP 2607203, due October 17, 2026), City of Fort Worth's AI-based Interactive Voice Response solution for seven call centers serving over one million residents across 20+ languages with 30% small business participation goal (RFP 260263, due October 22, 2026 per Addendum 2), Cleveland Metropolitan School District's Customer Care Call Center Service Partner for 5,000–12,000 monthly calls with bilingual English-Spanish and optional Arabic and Swahili support (RFP 21439, due May 13, 2026), and Texas Department of Agriculture's 24/7 crisis hotline for farmers requiring AAS and AIRS accreditation (RFP 5510001033, due July 23, 2026). Covered California's comprehensive information security services opportunity (RFP 2026-01, due August 31, 2026) at $12.5 million base and up to $17.5 million over seven years with two option periods shows significant contract value in health plan administrative support roles. Illinois LIHEAP call center renewal to F.H. Cann & Associates totals $2.24 million for one year (September 2026–September 2027), while the Illinois Warrior Assistance Program emergency bridge procurement to Illinois Joining Forces totals $84,387 for 90 days. Sourcewell cooperative purchasing vehicle for unified communications and contact center solutions (RFP 26RFP092926, due September 29, 2026) offers multi-jurisdictional contracting access. Set-asides include VetHUB participation goals (Texas HHSC programs at 26%), small business participation requirements (City of Fort Worth at 30%, Covered California small business scoring preference at 5%), and Living Wage Ordinance compliance (San Mateo County at $17.00 per hour minimum with CPI-linked increases capped at 3.5% annually).