121962 O3 22nd Century Technologies Inc Redacted.pdf

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From: Sled Proposals To: Mcconnell, Kyle Cc: NDOL Procurement; Sled Proposal Subject: RE: 121962 -o3 Solicitation response Date: Wednesday, August 13, 2025 2:41:50 PM Attachments: image001.png

Attachment #1 Required Responses_Redacted.pdf Technical_Redacted.pdf

Good afternoon, Kyle, Thank you for the opportunity to submit confidential/proprietary information to NDOL. Below, TSCTI has provided the sections that are proprietary or confidential, along with the corresponding statements. Redacted files are attached.

Technical File

Section Page # Description (proprietary or confidential)

Statement on Competitive Advantage (1) & Competitors (2)

Banking Organization Reference 2 Confidential Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to assess our financial stability and replicate our vendor relationships.

h. Summary of Bidder’s Corporate Experience 5-Apr Confidential Could enable our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to match our proven service delivery methods and target the same client sectors, reducing our competitive advantage.

i. Highlight the similarities between the bidder’s experience and this Solicitation 6-May Confidential

Could help our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) mirror our most relevant past performance examples, allowing them to appear equally experienced in similar projects.

j. Summary of Bidder’s Proposed Personnel/ Management Approach 9-Jul Confidential

Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to adopt our team structure, leadership strategies, and staffing models, improving their operational efficiency.

a. Understanding of the business requirements 13 Proprietary information about our tools.

Client names are confidential.

Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to replicate our proprietary tools and approaches, and use client names to directly pursue our existing relationships.

b. Detailed project work plan 14 - 19 Proprietary to TSCTI Could enable our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to duplicate our execution timelines, milestone planning, and strategies for faster and more cost-effective delivery.

Financial Statement 2024 33 – 48 Confidential Could give our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) information they could use to offer lower prices or market directly against us.

Attachment #1, Required Responses

Section Page # Description (proprietary or confidential)

Statement on Competitive Advantage (1) & Competitors (2)

6.b 1 Proprietary information about our tools. Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to replicate our technical capabilities, enabling them to compete more effectively for similar contracts.

3.a i thru iv 1 Proprietary information about our tools. Could help our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) imitate our processes.

5.b. iii a) thru e) 1 Proprietary information about our tools. Could enable our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to match our operational standards.

6. a i-vi 2-Jan Proprietary information about our tools. Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to enhance their systems using our methods.

7. a. to 3.A.v. 2 Proprietary information about our tools. Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to use our strategies for improved service delivery.

3.B. iv to 3.C. ix. 2 Proprietary information about our tools. Could allow our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) to duplicate our processes.

3.D. ii to 3. F.v. 3 Proprietary information about our tools. Could help our competitors (MAXIMUS, Inc. and AnswerNet, Inc.) adopt our proprietary systems.

Thanks & Regards Jack Watson 22nd Century Technologies Inc.

CMMI level 3 Certified Office: 908-765-0002 Ext 304

22nd Century Technologies Inc is an Equal Employment Opportunity and Affirmative Action employer.

From: Mcconnell, Kyle <Kyle.Mcconnell@nebraska.gov> Sent: Tuesday, August 12, 2025 3:15 PM To: Sled Proposal <sledproposals@tscti.com> Cc: NDOL Procurement <NDOL.Procurement@nebraska.gov> Subject: 121962 -o3 Solicitation response

Thank you for submitting a response to 121962 -o3 for the purpose of selecting a qualified bidder to provide call center support for Unemployment Insurance services . As part of your proposal, you have included some of the contents as proprietary or confidential.

Per the first page of 121962 -o3, the following information pertains to any information that the bidder has marked as proprietary or confidential, as it is State policy to post all responses:

mailto:sledproposals@tscti.com mailto:Kyle.Mcconnell@nebraska.gov mailto:NDOL.Procurement@nebraska.gov mailto:sledproposals@tscti.com

RFP Section V Project Description and Scope of work Mandatory Requirement See also Question Bidder response

1.b.

b.Contractor shall ensure that agents have a secure and dedicated workspace that prevents unauthorized access to claimant data.

2.a

2.Legal Compliance a.Contractor shall operate in full compliance with all applicable federal and state laws and regulations throughout the contract term.

6.b b.Contractor shall supply a method of telephonic interpretation for non-English and non-Spanish language interpretation services.

Describe your language capabilities, including the percentage of call center staff who are bilingual in English and Spanish, and any other languages available. Describe how you will ensure that call center staff are able to communicate with individuals in multiple languages.

TSCTI fully supports customers in languages beyond English through multiple integrated solutions. We have incorporated a telephonic interpretation solution via a

TSCTI supplies a comprehensive telephonic interpretation service that ensures claimants speaking languages other than English or Spanish can access immediate interpreter assistance. Callers with limited English proficiency (LEP) are supported through interactive voice response (IVR) options, which identify the preferred language and automatically route the caller to a qualified bilingual/multilingual agent or connect them directly to a certified live interpreter using our language line partner. In instances where a bilingual/multilingual agent is not available, callers are promptly connected to a certified live interpreter via our language line to guarantee uninterrupted language support. This method ensures seamless, timely, and accurate support for all LEP claimants, fully aligning with NDOL’s language access requirements.

To maintain high-quality service across all languages:

•Bilingual and multilingual agents undergo specialized training in cultural sensitivity, proper interpretation practices, and customer service excellence •Language services are monitored under our QA protocols, and agents participate in ongoing assessments to validate continued language proficiency and compliance with client service standards.

Our telephonic interpretation services are available during all operational hours to ensure that language access is consistently provided without delay. This robust language support infrastructure ensures NDOL’s Unemployment Insurance Claimants receive consistent and equitable service, regardless of language spoken.

3.a i thru iv a.The IVR shall:

i.Process calls per NDOL approved scripts ii.OƯer multi-language support iii.Monitor system performance continuously iv.Provide detailed IVR reporting to NDOL.

See also V.C.3.E.v The IVR shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and

NDOL to oversee queue performance and analyze key customer service metrics.

Describe in detail your Interactive voice response system.

Include the total capabilities and any self-service options.

TSCTI provides a robust, scalable, and secure our proven capability to deliver reliable, secure, and effective IVR solutions tailored to complex program needs.

Key IVR Capabilities:

1.Scripted Call Processing: The IVR processes all calls strictly according to NDOL-approved scripts, ensuring consistent messaging and compliance. Scripts are developed collaboratively with NDOL stakeholders and are fully configurable to adapt to any changes in policy or procedure.

2.Multi-Language Support: The IVR oƯers multi-language support, enabling callers to select their preferred language at the outset. This feature integrates seamlessly with our telephonic interpretation services, ensuring claimants receive assistance in English, Spanish, or other languages as required.

3.Self-Service Options: The IVR empowers callers to complete a range of self-service transactions, such as checking claim status, obtaining addresses, contact details, and website information, scheduling callbacks, and accessing frequently requested information. This reduces call volumes handled by live agents and expedites service for routine inquiries. Self-service options are customizable based on NDOL’s business rules and can be expanded to include options such as PIN resets, document submission instructions, and eligibility FAQs. All self-service transactions are logged for transparency and included in the IVR reporting suite. All IVR script changes or updates are version-controlled and implemented only after written approval from NDOL, ensuring regulatory compliance and consistent claimant communication.

4.Real-Time Monitoring and System Performance: Our IVR system is continuously monitored for performance consistency and operational health. Monitoring includes metrics such as call volume, abandonment rates, average handling time, and system uptime to proactively detect and resolve issues. In addition to technical system health, our IVR solution also provides real-time queue performance analytics, including call wait times, queue lengths, and system utilization metrics, enabling NDOL to proactively manage call traffic and resource allocation.

5.Automatic Call Distribution (ACD) Integration: The IVR works hand-in-hand with a multichannel Automatic Call Distribution system that supports skills-based routing and intelligent call handling. Information collected during IVR interactions “screens pops” to call center agents, reducing caller repetition and enabling agents to provide focused, personalized service.

6.Queue Management and Callback Scheduling: The IVR manages queue status, oƯering callers options such as waiting in the queue or requesting scheduled callbacks, which helps maintain low abandonment rates and improves the caller experience.

7.Comprehensive IVR Reporting: TSCTI provides NDOL with detailed real-time and historical reports that track:

•IVR call volumes and interactions •Caller flow and drop-oƯ points •Agent workload and queue status •Key performance indicators (KPIs) such as Average Speed to Answer (ASA), Average Handle Time (AHT), and abandonment rates.

These reports enable NDOL and TSCTI management to analyze system performance, make data-driven adjustments, and continuously improve service delivery.

8.Agent Workload and Status Monitoring: Our IVR system includes real-time queue dashboards and agent utilization reports that allow TSCTI supervisors and NDOL management to view live agent status (available, on call, after-call work), call distribution by skill group, and agent workload trends. This transparency enables informed staffing adjustments and SLA adherence. NDOL will have secure access to agent status dashboards

5.b. iii a) thru e) iii.The Contractor shall train and manage agents assigned to the call center as follows:

a)Develop, conduct, and maintain a comprehensive and continuous training program providing agents with the appropriate knowledge and current information to perform services required by the State Agency.

b)Ensure that all agents are trained in Federal, State, and Local policies, procedures, and State Agency operations, with approval/agreement by the State agency.

c)Develop and update training manuals and training records for the State Agency’s review and approval.

d)Provide copies of all training materials to the State Agency on an ongoing basis.

e)Implement a procedure and schedule for ongoing training, refresher training, and have a dedicated trainer onsite to conduct trainings that will be monitored by the State Agency.

Describe your capacity of in-house trainers and approach to on-boarding new call center staff to the project.

TSCTI maintains a robust in-house training team comprised of experienced training specialists, supervisors, and dedicated trainers who collaboratively develop and deliver a comprehensive and continuous training program tailored specifically to the needs of each client. Our training approach is proactive, thorough, and designed to equip agents with the knowledge, skills, and confidence required to deliver exceptional customer service in alignment with State Agency requirements. Our curriculum is designed in collaboration with NDOL to ensure that all agents are thoroughly trained in Federal, State, and Local regulations, including applicable unemployment insurance policies, State Agency operations, and claimant confidentiality requirements.

In-House Training Capacity

Onboarding and Training Program TSCTI’s onboarding process for new call center staff is structured, detailed, and multi-phased, ensuring that agents are fully prepared before they begin live call handling:

•Initial Training: Spanning approximately four weeks, new hires participate in an orientation that introduces TSCTI’s corporate culture, policies, ethics, client confidentiality, and basic business practices. Agents receive access to training handbooks and online resources.

•Soft Skills Development: Trainees engage in customer service skills training, including active listening, call etiquette, conflict resolution, cultural sensitivity, and de-escalation techniques. Accent and cultural neutralization are mandatory components to ensure clear communication.

•Systems and Procedures Training: Agents receive detailed instruction on using the client’s Customer Relationship Management (CRM) system and telephony platforms (e.g., Cisco), including call handling, transfer protocols, reporting, and documentation processes.

•Scenario-Based Role Play: To reinforce learning, trainees participate in practical role-plays simulating common and complex customer interactions, ensuring skills can be applied eƯectively in real situations.

•Get Started Guide and Help Desk Support: Each new agent receives a tailored “Get Started Guide” outlining key systems and processes, with ongoing access to TSCTI’s Customer Support Help Desk for technical assistance during onboarding.

•Mentoring and Transition to Live Calls: Following classroom training, agents undergo a two-week mentoring phase with direct support from trainers, supervisors, and quality assurance personnel. One-on-one coaching addresses individual learning needs, ensuring agents meet performance standards before full call handling responsibilities.

Ongoing and Refresher Training

6. a i-vi

Report Requirements a.The contractor shall provide a real-time dashboard that displays the most important KPIs. This dashboard should be accessible to NDOL daily, ensuring continuous monitoring and immediate visibility of the call center's performance. Required KPIs include, but are not limited to:

i.Call Statistics Reports: Detail and summary reports, aggregated and detailed data for calls received, abandoned, answered, resolved, etc.

ii.Interval Reports: Ability to filter and sort reports by specific intervals such as hourly, daily, weekly, etc.

iii.Real-Time Call Volume: A live feed showing the current call volume and any fluctuations in real time.

iv.Service Level Compliance: Monitoring adherence to agreed-upon service levels (e.g., response time, abandonment rates).

v.Agent Performance: Metrics on agent eƯectiveness, including call handling time, resolution rates, and customer satisfaction scores.

vi.Call Categories: Detailed breakdowns of call categories, including volumes, common issues, and customer feedback.

Describe your ability to meet the reporting requirements set forth in Section V.C.6. including ad hoc reporting capabilities including online reporting capabilities and client accessibility.

TSCTI is fully committed to ensuring compliance with all federal, state, and other relevant reporting requirements. We understand the importance of adhering to regulatory frameworks and maintaining transparency throughout our operations. Our robust reporting capabilities are designed to support the accurate and timely submission of required reports, ensuring that we meet the legal and operational standards set by governing bodies.

In addition to standard reporting processes, TSCTI can generate specialized reports for compliance purposes, ensuring that all applicable reporting standards and deadlines are met. TSCTI works closely with clients to define specific reporting requirements and ensure that the report formats are optimized to meet their needs. The core of our reporting solution is powered by our telephony solution and call tracking system, which generates a standard set of reports on demand throughout the day and summarizes results daily, weekly, monthly, and annually as required by the contract. TSCTI’s reporting tools offer full transparency by providing real-time access to all reports, customizable filtering options, and the ability to generate ad-hoc reports on demand. NDOL users will be provided secure, role-based login credentials that grant 24/7 access to the reporting dashboard. This dashboard supports dynamic filtering by date, time interval, queue, agent, language, and call category, allowing NDOL to monitor KPIs in real time without requiring TSCTI intervention. Our real-time dashboard features a live feed displaying current call volume, queue status, and call fluctuation trends, enabling NDOL to identify surges and respond proactively. The NDOL can use these tools to filter by date, time, agent, queue, and call type, ensuring all performance metrics are accurately tracked and easily accessible. These reports will be delivered to clients or other designated recipients, offering critical performance data for monitoring, program forecasting, and quality customer service.

TSCTI will provide one dedicated login to the NDOL to access all historical reports, ensuring full transparency. This login will allow the NDOL to view and download reports on demand, providing real-time visibility into all assigned queues managed by the Contractor. TSCTI’s transparent, flexible, and accessible reporting tools provide our clients with the oversight and data needed to effectively monitor project activities, ensuring compliance with all relevant reporting requirements and supporting operational efficiency. Below is the list of reports available to the NDOL to measure TSCTI’s performance:

Daily Performance Metrics/Agent Activity Reports/ Service Level Rate:

•Total call volume and call volume handled.

•The total handle time for those calls •QA satisfaction percentages •After Call Work

B.BUSINESS REQUIREMENTS: General Operational Requirements

B.BUSINESS REQUIREMENTS: Call Center Service Requirements

Describe your site security and how you will maintain security.

Both physical and technological security. Describe your experience handling Personal Protected Information (PPI) and sensitive information. Describe how you will ensure that any data resulting from services provided is properly secured according to the requirements in this RFP and is not used, accessed, or disseminated by any manor for any reason not authorized by NDOL.

1. Site Security and Protection of Claimant Data TSCTI is fully committed to ensuring the highest standards of physical and technological security to protect all claimant data in alignment with NDOL’s requirements.

Physical Security:

TSCTI operates a dedicated 60,000 sq. ft. secure call center facility located in West Virginia, which is equipped with controlled access points, electronic badge entry systems, surveillance cameras, and on-site security personnel during business hours. The facility holds Top-Secret Facility Clearance from both the Department of Defense (DoD) and the Department of Homeland Security (DHS), ensuring stringent safeguards against unauthorized access. Each agent operates in a secure, dedicated workspace that is physically isolated from public access, in compliance with contract provisions to prevent unauthorized access to claimant data. All visitors are logged, verified, and escorted while on-site, and server rooms are restricted to authorized personnel only.

Technological Security:

TSCTI’s infrastructure is hosted on FedRAMP-certified AWS cloud platforms, ensuring end-to-end encryption, access control, and data residency compliance. Systems are SOC 2 Type II audited, and all data centers adhere to FISMA, HIPAA, and NIST 800-53 standards. Endpoint devices used by agents are hardened with antivirus, multi-factor authentication (MFA), endpoint encryption, and role-based access controls to ensure data is not accessible beyond authorized individuals. We utilize VPN-secured access for all systems and monitor agent activity in real-time to detect and mitigate any behavioral anomalies or potential breaches.

2. Legal Compliance and Experience with Sensitive Data TSCTI operates in full compliance with all applicable federal and state laws and regulations, including but not limited to FERPA, HIPAA, FISMA, and state-specific unemployment insurance policies. Our Corporate Office of Information Security (OIS) leads enterprise-wide security governance and ensures our practices align with NIST, FIPS 199 High/High/High, and Federal Privacy Act standards.

We have extensive experience handling Personally Protected Information (PPI) and other forms of sensitive data across contracts with the U.S. Office of Personnel Management, Department of Health and Human Services, and various state agencies. Our staff is regularly trained on data handling protocols, confidentiality agreements, and incident response procedures. We perform routine internal audits, bi-annual disaster recovery/business continuity plan (DR/BCP) testing, and annual plan reviews to ensure continued alignment with client and regulatory expectations. In addition, all staff members who handle NDOL data are required to sign confidentiality and data use agreements prior to system access and must complete annual recertification training on secure handling of Personally Protected Information (PPI) and sensitive data.

3. Data Use, Access, and Dissemination Controls All data resulting from NDOL services will be stored, accessed, and managed in strict accordance with the terms outlined in the RFP. Access to claimant data is strictly role-based and granted on a need-to-know basis only. No data is used, accessed, shared, or disseminated outside of the scope expressly authorized by NDOL. Our systems support complete audit trails, access logs, and security event monitoring, which are reviewed by our security operations center to flag and prevent unauthorized activity. TSCTI’s Corporate Privacy Official ensures that all data usage complies with contract-specific requirements and that any data access by staff is fully documented, tracked, and justifiable.

7. a.

Disruption in service a.In the event of a disruption in service, Contractor shall notify

NDOL POC immediately and provide a timeline for resolving the issue.

3.A.v.

The contractor shall notify the NDOL POC if the queue wait time exceeds 3 minutes and provide the corrective action plan.

3.B. iv

CRM shall integrate with third party systems and provide easy access to data for integration with other systems, reports, and data analysis.

3.B. v

v. CRM shall allow for data to be exported in multiple formats (such as, excel, word, PDF)

3.B. vi vi.CRM shall allow for customizable workflows that allow for NDOL management to easily assign out callbacks and address NDOL management level escalations

3.B. viii viii.The CRM shall contain at least the following functionality:

1.Case management (real-time reporting) a.End-to-end case tracking b.Quality assessment c.Customer service representative performance rating 2.Dashboard (real-time reporting) a.Review of team activity b.Team performance tracking c.Customer satisfaction tracking d.Key metrics e.Overall performance f.Team member performance g.Progression over time h.Reporting functions

3.B. ix ix.The CRM shall provide monitoring and reporting capabilities to track the status and workload of agents, enabling management and NDOL to oversee queue performance and analyze key customer service metrics.

3.C. ix.

ix.Contractor CRM shall provide for NDOL staƯ to review, prioritize, and assign out callback requests to optimize resource allocation. Daily callbacks should be able to be assigned out by NDOL to several staff members within 15 minutes time.

TSCTI maintains a robust, in-house Customer Relationship Management (CRM) platform that can be offered to fulfill the Work, should NDOL choose to adopt our solution. TSCTI’s CRM is a proven, secure, and highly functional platform designed to support complex, multi-channel customer engagement. Our CRM is purpose-built to support government and enterprise-level case management, citizen engagement, workforce tracking, and performance analytics, and it integrates seamlessly with our selected by NDOL for use, we are prepared to fully configure, secure, and share this platform for NDOL’s needs while ensuring transparency, accountability, and operational excellence throughout the contract period.

Key Features and Functions:

Key features include:

1. Real-Time NDOL Access and Visibility Role-based CRM access will be granted to designated NDOL staff, enabling them to view, search, and extract data across service tickets, call logs, chat records, performance metrics, and customer feedback. Users can monitor live dashboards displaying metrics such as call queue statuses, agent activity, resolution times, and customer sentiment. The CRM tracks each agent’s active, pending, and resolved cases, including callback assignments and open tickets, allowing NDOL supervisors to monitor individual workloads in real time. Supervisors can use this data to reassign tasks and balance workload across agents. Queue performance indicators are visible in the dashboard, including number of agents online, queue lengths, longest waiting call, and service level thresholds. Audit logs are maintained to track user actions and ensure system transparency.

2. Scheduled Operational and Performance Reporting All CRM reports, dashboards, and raw data logs can be exported by NDOL users in multiple formats including Excel (.xlsx), Word (.docx), PDF (.pdf), and CSV (.csv). These export options enable easy integration with NDOL’s internal tools and simplify documentation for audits, compliance, and program reviews. TSCTI will configure and automate a comprehensive suite of scheduled reports to provide NDOL with insights into contact center operations, workforce productivity, and customer service outcomes. All reports are available in PDF, Excel, and CSV formats, and can be emailed directly or accessed via a secure reporting dashboard.

Examples of standard scheduled reports include:

Daily Reports •Call volume and call type distribution by channel (phone, chat, email) •Unanswered calls and average wait times •Queue-level performance and agent availability

Weekly Reports •Ticket aging and resolution time trends •Agent-level productivity metrics •Escalation patterns and root cause categories

Monthly Reports •SLA adherence (response and resolution timelines) •Customer satisfaction (CSAT) scores and survey results •Trends in Language Support and Interpretation Service Usage

3. Ad-Hoc Reporting and Data Requests NDOL stakeholders may request on-demand, customized reports to support investigations, audits, or special projects. TSCTI will fulfill such requests promptly through Custom filters (e.g., periods, issue types, agent IDs), Visual dashboards or pivot tables, and Drill-down reports on specific cases, agents, or issue trends. These ad-hoc reports ensure flexibility and allow NDOL teams to respond quickly to emerging concerns or performance anomalies.

4. Compliance and Data Security All data shared with NDOL will adhere to stringent data privacy, ownership, and security requirements, including FedRAMP, HIPAA, and IL4 compliance, AES-256 encryption at rest, and TLS 1.2 encryption in transit.

Regular data backups and secure storage in US-based, geographically dispersed data centers. Full data ownership and export rights are guaranteed to NDOL, including post-contract data transfer.

Describe the Customer Relationship Management (CRM) system used and weather it was developed in-house or off-the-shelf. If off the shelf, please specify the product and company.

Please describe the capabilities of the Customer Relationship

Management systems in use.

C.SCOPE OF WORK

TSCTI takes a structured and proactive approach to managing customer requests, complaints, concerns, and feedback. Our goal is to ensure prompt issue resolution while maintaining high service standards and minimizing operational disruptions. In accordance with NDOL’s requirements, TSCTI has a defined protocol to immediately notify the NDOL Point of Contact (POC) in the event of any service disruption or major system outage. This notification will include a timestamp of occurrence, an initial incident summary, known or suspected root cause, impacted systems or services, and an estimated time to resolution. TSCTI will continue to provide real-time updates until full restoration and submit a post-incident report with findings and corrective actions. This ensures NDOL has continuous visibility and can maintain oversight in critical operational situations.

are established within QAP.

Describe your quality monitoring process.

3.D. ii ii.If the abandoned call rate exceeds 10%, corrective action shall be taken and the NDOL POC will be informed of performance issues and the corrective action plan.

3. F. i

i. The Contractor shall provide staff exclusively dedicated to fulfilling the State’s/Agency’s stated requirements.

3. F.ii.

ii.The Contractor shall have the ability to add/divert trained staff to handle increasing/decreasing call volume during peak/off periods in compliance of performance standards.

3. F.iv.

iv.The contractor shall achieve the following Key Performance Indicators (KPIs):

oAverage Speed to Answer (ASA): ≤3 minutes oAverage Handle Time (AHT): ≤10 minutes oAfter Call Work (ACW): ≤1.5 minutes oAbandoned Call Percentage: ≤10% oRepeat Caller Percentage: ≤20% oScheduled Callback Percentage: ≤20% oCustomer Satisfaction Score (CSAT): 85%

3. F.v.

Additional performance standards the contractor shall achieve are:

oCapturing accurate and detailed information within CRM and

NEworks systems on ≥95% of all calls (including callbacks) oAnswer at least 98% of all incoming calls, one hundred percent (100%) of the time (calls dropped in the IVR are not counted towards this number).

oCallers should not be placed on hold for longer than 2 minutes.

3. I. i.

i.Contractor shall create and maintain audio recordings of all calls. Contractor shall maintain audio recordings of calls for at least thirty (30) days.

3. I. ii.

ii.Contractor shall make call recordings available to NDOL within 24 hours upon request.

Describe your approach to workforce planning, including the speed, agility, and flexibility necessary to match your workforce to the fluctuating demand of this contract.

Include the processes in place to adjust staffing, workflows, or resource allocation in response to sudden changes in call volume or unexpected events. How will you ensure KPIs are met in the performance of this contract?

TSCTI employs a dynamic, data-driven workforce planning model designed to ensure consistent adherence to NDOL’s performance standards across all operating hours and scenarios. All personnel supporting this contract will be exclusively dedicated to NDOL service delivery and will not be shared across other client engagements. Our model ensures that trained personnel are always available to manage fluctuating call volumes, minimizing abandonments, and maximizing customer satisfaction.

We utilize historical call volume and trend analysis, real-time monitoring, and predictive analytics via to forecast demand, preemptively adjust resources, and ensure optimal coverage during peak and off-peak hours. Our ITIL 4-based Service Level Management (SLM) framework governs all performance targets and staffing decisions through structured service level monitoring and incident response protocols.

We maintain a staffing buffer of trained backup agents who can be activated within minutes to handle sudden call volume surges or unplanned absences. This agility is enhanced by our flexible scheduling system that allows staff to be quickly added/diverted based on live queue status, ensuring no performance degradation. We also employ workforce optimization techniques such as staggered shifts, split shifts, and part-time agent pools to align with hourly demand. Escalation teams and supervisors receive live dashboards to reassign agents as needed for callback management or NDOL-level escalations.

KPI Component: Average Speed to Answer (ASA) Target: ≤ 3 minutes

KPI Component: Average Handle Time (AHT) Target: ≤ 10 minutes

KPI Component: After Call Work (ACW) Target: ≤ 1.5 minutes

KPI Component: Abandoned Call Percentage Target: ≤ 10%

KPI Component: Repeat Caller Percentage Target: ≤ 20%

KPI Component: Scheduled Callback Percentage Target: ≤ 20%

KPI Component: Customer Satisfaction (CSAT) Target: ≥ 85%

KPI Component: CRM/NEworks Call Documentation Accuracy Target: ≥ 95% of all calls

KPI Component: Call Answer Rate (non-IVR) Target: ≥ 98%

KPI Component: Hold Time Target: ≤ 2 minutes

Contingency & Surge Readiness In case of sudden volume spikes or disaster scenarios, TSCTI activates our Surge Response Protocol, which includes:

•Deployment of remote agents from our cross-trained reserve pool.

•Alert-based staƯing adjustments via •Auto-alerts to supervisors if KPIs are trending out of tolerance.

•Callback queues dynamically reprioritized with real-time updates.

TSCTI digitally records 100% of all inbound and outbound calls managed through our CXConnect platform, including calls that result in scheduled callbacks. These recordings are automatically tagged with metadata such as timestamp, agent ID, caller ID, queue ID, and call resolution status to facilitate fast retrieval and audit readiness. All call recordings are securely stored for a minimum of thirty (30) days, in alignment with NDOL’s requirement. However, our system can be configured to maintain recordings for a longer period if needed for compliance or audit purposes. Client-requested recordings are made available within 24 hours of request, via a secure download link or direct access through the supervisor portal (if applicable). NDOL-authorized personnel will be provided with secure credentials to request or retrieve recordings directly from the system. All data, including call recordings, is stored in FedRAMP, HIPAA, and IL4-compliant environments, using AES-256 encryption at rest and TLS 1.2 encryption in transit. Access to recordings is role-restricted and logged to ensure security and accountability.

Explain percentage of calls are digitally recorded and how long are these recordings stored? Client requested recordings must be made available within 24 hours of the request.

Response to Request for Proposal

RFP #121962 O3

NDOL Call Center Support for

Unemployment Insurance Services

Due Date and Time: June 27, 2025, 2:00 p.m. Central Time

Submitted by:

22nd Century Technologies, Inc.

Headquarter: 8251 Greensboro Drive, Suite 900, McLean, VA 22102

Phone: 866-537-9191 Ext 2 | Fax: 732-537-0888

Email: sledproposals@tscti.com

TSCTI claims that information contained in our proposal is confidential and proprietary. We believe that the data contained in the proposal like contact information of proposed staff, technical and management approach, proposed subcontractor and price quote.

Disclosure of these information can be used by our competitors to under-price us on future bids, reverse-engineer aspects of

TSCTI’s approach, lure away subcontractors or key employees. Thereby we request the government to provide us the opportunity to provide a redacted copy of our response for FOIA and protecting the undue advantage of FIOA disclosure.

Submitted to:

State of Nebraska Department of Labor

550 South 16th Street

Lincoln, NE 68508

Attn.: Kyle McConnell Procurement Contract Officer

Telephone: 402-471-9944

E-Mail: ndol.procurement@nebraska.gov

NDOL Call Center Support for Unemployment Insurance Services

Page | 1

Table of Contents

1. Corporate Overview

a. Bidder Identification and Information

b. Financial Statements

c. Change of Ownership

d. Office Location

e. Relationships with the State

f. Bidder’s Employee Relations to State

g. Contract Performance

h. Summary of Bidder’s Corporate Experience

i. Highlight the similarities between the bidder’s experience and this Solicitation

j. Summary of Bidder’s Proposed Personnel/Management Approach

k. Subcontractors

2. Technical Proposal

a. Understanding of the business requirements;

b. Detailed project work plan

c. Deliverables and due dates

d. Attachment #1: Required Bidder Responses

e. Attachment #2: Cost Proposal

Terms and Conditions

Contractual Agreement Form

Financial Statement 2024

Page | 2

1. Corporate Overview

a. Bidder Identification and Information The bidder should provide the full company or corporate name, address of the company's headquarters, website, entity organization

(corporation, partnership, proprietorship), state in which the bidder is incorporated or otherwise organized to do business, year in which the bidder first organized to do business and whether the name and form of organization has changed since first organized.

Full company or corporate name 22nd Century Technologies, Inc.

Address of the company's headquarters 8251 Greensboro Drive, Suite 900, McLean, VA 22102

Website www.tscti.com

Entity organization (corporation, partnership, proprietorship), Corporation

State in which the bidder is incorporated or otherwise organized to do business, State of Delaware

Year in which the bidder first organized to do business and whether the name and form of organization has changed since first organized.

1997, Neither name nor form of organization has changed since it was first organized.

b. Financial Statements The bidder should provide financial statements applicable to the firm. If publicly held, the bidder should provide a copy of the corporation's most recent audited financial reports and statements, and the name, address, and telephone number of the fiscally responsible representative of the bidder’s financial or banking organization.

If the bidder is not a publicly held corporation, either the reports and statements required of a publicly held corporation, or a description of the organization, including size, longevity, client base, areas of specialization and expertise, and any other pertinent information, should be submitted in such a manner that solicitation evaluators may reasonably formulate a determination about the stability and financial strength of the organization. Additionally, a non-publicly held firm should provide a banking reference.

The bidder must disclose any and all judgments, pending or expected litigation, or other real or potential financial reversals, which might materially affect the viability or stability of the organization, or state that no such condition is known to exist.

The State may elect to use a third party to conduct credit checks as part of the corporate overview evaluation.

TSCTI is a privately held Corporation operation since 1997, currently employs over 6,000 professionals nationwide, and serves over 350 clients, including multiple federal, state, and local government agencies. We hold expertise in providing services in the areas of Call Center Services, Staffing Services, Consulting Services, Managed Services, Payroll Services, MSP, and more.

TSCTI is a financially stable and growing company. In the year 2024, we were financially evaluated at $475+ Million.

TSCTI does not have any pending mergers or financial liabilities that may affect this current contract. TCSTI currently has a credit line of $11 million and has the required financial capacity to provide the services. TSCTI states that it has never filed bankruptcy, pending litigation, planned office closures, or an impending merger and possesses the necessary financial capacity, working capital, and other resources to carry out the capital, operating, planning, and future maintenance activities listed in the solicitation, without assistance from an external source. We do not have any short-term or long-term debts.

Banking Organization Reference Company Name Bank of America

Company Mailing Address NJ7-550-04-02 – 194 Wood Ave South Iselin NJ, 08830

Contact Person Name

Contact Person Phone

Contact Person Email

TSCTI acknowledges that the State may elect to use a third party to conduct credit checks as part of the corporate overview evaluation and will cooperate as needed. TSCTI has attached its Financial Statement for 2024 at the end of this proposal.

c. Change of Ownership If any change in ownership or control of the company is anticipated during the twelve (12) months following the solicitation response due date, the bidder should describe the circumstances of such change and indicate when the change will likely occur. Any change of ownership to an awarded bidder(s) will require notification to the State.

At this time, no change in ownership or control of the company is anticipated during the twelve (12) months following the solicitation response due date. Should such a change occur in the future, we will promptly notify the State in accordance with the solicitation requirements.

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d. Office Location The bidder’s office location responsible for performance pursuant to an award of a contract with the State of Nebraska should be identified.

We will utilize our dedicated Call Center facility located at 501 Wilson Lane, Elkins, WV 26241, which will be supported by our Headquarters at 8251 Greensboro Drive, Suite 900, McLean, VA 22102, to perform all contract-related work.

e. Relationships with the State The bidder should describe any dealings with the State over the previous (five) (5) years. If the organization, its predecessor, or any

Party named in the bidder’s solicitation response has contracted with the State, the bidder should identify the contract number(s) and/or any other information available to identify such contract(s). If no such contracts exist, so declare.

The bidder has not had any dealings or contracts with the State of Nebraska in the past five (5) years. Neither the organization, its predecessor entities, nor any parties named in this solicitation response have entered into any contractual agreements with the State during this period.

f. Bidder’s Employee Relations to State If any Party named in the bidder’s solicitation response is or was an employee of the State within the past (twelve) (12) months, identify the individual(s) by name, State agency with whom employed, job title or position held with the State, and separation date.

If no such relationship exists or has existed, so declare.

If any employee of any agency of the State of Nebraska is employed by the bidder or is a subcontractor to the bidder, as of the due date for solicitation response submission, identify all such persons by name, position held with the bidder, and position held with the

State (including job title and agency). Describe the responsibilities of such persons within the proposing organization. If, after review of this information by the State, it is determined that a conflict of interest exists or may exist, the bidder may be disqualified from further consideration in this solicitation. If no such relationship exists, so declare.

No party named in TSCTI’s solicitation response has been employed by the State of Nebraska within the past twelve (12) months. Furthermore, as of the due date for submission of this solicitation response, no employee of any agency of the State of Nebraska is employed by TSCTI or engaged as a subcontractor to TSCTI.

g. Contract Performance If the bidder or any proposed subcontractor has had a contract terminated for default during the past (five) (5) years, all such instances must be described as required below. Termination for default is defined as a notice to stop performance delivery due to the bidder’s non-performance or poor performance, and the issue was either not litigated due to inaction on the part of the bidder or litigated and such litigation determined the bidder to be in default.

It is mandatory that the bidder submit full details of all termination for default experienced during the past (five) (5) years, including the other Party's name, address, and telephone number. The response to this section must present the bidder’s position on the matter.

The State will evaluate the facts and will score the bidder’s solicitation response accordingly. If no such termination for default has been experienced by the bidder in the past (five) (5) years, so declare.

If at any time during the past (five) (5) years, the bidder has had a contract terminated for convenience, non-performance, non-allocation of funds, or any other reason, describe fully all circumstances surrounding such termination, including the name and address of the other contracting Party.

TSCTI has not experienced any contract termination for default during the past five (5) years. Additionally, TSCTI has not had any contracts terminated for convenience, non-performance, non-allocation of funds, or any other reason during this period.

h. Summary of Bidder’s Corporate Experience The bidder should provide a summary matrix listing the bidder’s previous projects similar to this Solicitation in size, scope, and complexity including call center services for government agencies, unemployment insurance programs or projects similar thereto.

The State will use no more than three (3) narrative project descriptions submitted by the bidder during its evaluation of the solicitation response.

The bidder should provide three (3) references for call center services provided. Include contact name, phone number, email address, length of relationship, and a brief overview of the services provided. Bidder should also describe its company culture and how it aligns with this solicitation.

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The bidder should address the following:

TSCTI has over a decade of experience in implementing and delivering Call Center Services to various Federal, State, and local government agencies in the U.S. TSCTI has over 20 large single-award contracts and understands the criticality and dependability of customers.

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i. Highlight the similarities between the bidder’s experience and this Solicitation Provide narrative descriptions to highlight the similarities between the bidder’s experience and this Solicitation. These descriptions should include:

Reference #1

a) The time period of the project, Feb 2020 - Present

b) The scheduled and actual completion dates, Ongoing The project is currently active

c) The bidder’s responsibilities,

d) For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number, and e-mail address); and

e) Each project description should identify whether the work was performed as the prime Vendor or as a subcontractor. If a bidder performed as the prime Vendor, the description should provide the originally scheduled completion date and budget, as well as the actual (or currently planned) completion date and actual (or currently planned) budget.

• Role: Prime Vendor

• Originally Scheduled Completion Date: Ongoing (no fixed end date)

• Originally Scheduled Budget: $500,000+

• Actual (or Currently Planned) Completion Date: N/A – Project is active

• Actual (or Currently Planned) Budget: $500,000+

Reference #2

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a) The time period of the project, February 2023 – Present

Ongoing (initial term February 2023 – Present) Actual Completion Date: Project is currently active and ongoing

d) For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number,

e) Each project description should identify whether the work was performed as the prime Vendor or as a subcontractor. If a bidder performed as the prime Vendor, the description should provide the originally scheduled completion date and budget, as well as the actual

• Originally Scheduled Completion Date: Ongoing contract; performance reviewed annually

• Originally Scheduled Budget: $200,000+

• Actual (or Currently Planned) Completion Date: N/A – Project is active

• Actual (or Currently Planned) Budget: $200,000+

Reference #3

a) The time period of the project, October 2023 – Present

Scheduled Completion Date: Ongoing (multi-year contract) Actual Completion Date: Not applicable (project is active and on schedule)

d) For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number, Page | 7

e) Each project description should identify whether the work was performed as the prime Vendor or as a subcontractor. If a bidder performed as the prime Vendor, the description should provide the originally scheduled completion date and budget, as well as the actual

• Originally Scheduled Completion Date: Ongoing contract

• Originally Scheduled Budget: $500,000+

• Actual (or Currently Planned) Completion Date: In progress (project active and meeting performance milestones)

• Actual (or Currently Planned) Budget: $500,000+

i. Bidder and Subcontractor(s) experience should be listed separately. Narrative descriptions submitted for Subcontractors should be specifically identified as subcontractor projects.

TSCTI does not utilize any subcontractors to provide the…