121962 O3 North End Teleservices.pdf

From: Carmen Tapio To: Mcconnell, Kyle Cc: Kristina Janssen; NDOL Procurement Subject: RE: [EXTERNAL] 121962 -o3 North End Solicitation Response Date: Tuesday, August 12, 2025 5:09:35 PM Attachments: image001.png

Good afternoon Mr. Mcconnell, We have reviewed our response materials and can confirm there is no need to redact any portion of our proposal.

Thank you again for your consideration.

Carmen

Carmen Tapio Chief Executive Officer 2120 S 72nd Street, Ste 100 Omaha, Nebraska 68124 402-934-5182 (direct) www.northendteleservices.com

*This communication (including any attachments) may contain confidential and/or privileged information. If it has been sent to you in error, please contact the sender for instructions concerning return or destruction, and do not use or disclose the contents to others.

From: Carmen Tapio Sent: Tuesday, August 12, 2025 3:51 PM To: Kyle Mcconnell <Kyle.Mcconnell@nebraska.gov> Cc: Kristina Janssen <kJanssen@northendteleservices.com>; Procurement NDOL <NDOL.Procurement@nebraska.gov> Subject: Re: [EXTERNAL] 121962 -o3 North End Solicitation Response

Dear Mr. Mcconnell, We are confirming receipt and will review and respond timely and appropriately.

Thank you for your message and consideration.

Thank you, mailto:ctapio@northendteleservices.com mailto:Kyle.Mcconnell@nebraska.gov mailto:kJanssen@northendteleservices.com mailto:NDOL.Procurement@nebraska.gov https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.northendteleservices.com%2F&data=05%7C02%7CKyle.Mcconnell%40nebraska.gov%7Cdfb80f3fe77b44a02d8708ddd9ece9b2%7C043207dfe6894bf6902001038f11f0b1%7C0%7C0%7C638906333743316271%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=ZH8K0mOnBaT7A72LDXr48yy%2FuY4GPsL3sMvrQY6O%2FDw%3D&reserved=0 https://gcc02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.northendteleservices.com%2F&data=05%7C02%7CKyle.Mcconnell%40nebraska.gov%7Cdfb80f3fe77b44a02d8708ddd9ece9b2%7C043207dfe6894bf6902001038f11f0b1%7C0%7C0%7C638906333743336918%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=YIerdl%2Fr6RXL1SQQ23FfBoGt%2BAkhfC0WKqAZqpZAlnI%3D&reserved=0

Carmen Tapio

On Aug 12, 2025, at 3:01 PM, Mcconnell, Kyle <Kyle.Mcconnell@nebraska.gov> wrote:

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:

<image001.png>

If you assert that certain information is still proprietary or confidential, please provide a redacted copy of your proposal along with your response.

If you do not respond before Thursday, August 14th , 2025, at 12:00 pm CT, the State will consider the information to not be proprietary or confidential.

In order to determine if the claim to proprietary is valid, please provide a statement as to 1) what demonstrated advantage business competitors would have if they had access to the information marked proprietary or confidential, and 2) what specific competitors may gain such advantage. A statement for each item/response/section is needed – not just a general blanket statement as to how it is all proprietary or confidential.

Please be advised that this is not a guarantee the State will withhold anything or accept your company’s designation, and the process will occur more quickly if your company narrows down the designated information.

Thank you, mailto:Kyle.Mcconnell@nebraska.gov

Kyle McConnell, C.L.S.S.G. B.

Procurement Contracts Officer

Nebraska Department of Labor 550 S. 16th Street Lincoln, NE 68508-4600 Office Phone: 402-471-9944 dol.nebraska.gov | Facebook | X

This email and any attachments may contain confidential material and is solely for the use of the intended recipient(s). If you have received this email in error, please notify the sender immediately and delete this email. If you are not the intended recipient(s), you must not use, retain or disclose any information contained in this email.

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From: Mcconnell, Kyle To: ctapio@northendteleservices.com; kJanssen@northendteleservices.com Cc: NDOL Procurement Subject: 121962 -o3 North End Solicitation Response Date: Tuesday, August 12, 2025 3:01:39 PM Attachments: image001.png

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:

If you assert that certain information is still proprietary or confidential, please provide a redacted copy of your proposal along with your response.

If you do not respond before Thursday, August 14th , 2025, at 12:00 pm CT, the State will consider the information to not be proprietary or confidential.

In order to determine if the claim to proprietary is valid, please provide a statement as to 1) what demonstrated advantage business competitors would have if they had access to the information marked proprietary or confidential, and 2) what specific competitors may gain such advantage. A statement for each item/response/section is needed – not just a general blanket statement as to how it is all proprietary or confidential.

Please be advised that this is not a guarantee the State will withhold anything or accept your company’s designation, and the process will occur more quickly if your company narrows down the designated information.

Thank you, Kyle McConnell, C.L.S.S.G. B.

Procurement Contracts Officer mailto:Kyle.Mcconnell@nebraska.gov mailto:ctapio@northendteleservices.com mailto:kjanssen@northendteleservices.com mailto:NDOL.Procurement@nebraska.gov

Nebraska Department of Labor 550 S. 16th Street Lincoln, NE 68508-4600 Office Phone: 402-471-9944 dol.nebraska.gov | Facebook | X

This email and any attachments may contain confidential material and is solely for the use of the intended recipient(s). If you have received this email in error, please notify the sender immediately and delete this email. If you are not the intended recipient(s), you must not use, retain or disclose any information contained in this email.

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1500 N 24th St. Suite 111 Omaha, NE 68110

402-934-3624 northendteleservices.com

June 26th, 2025 Request for Proposal #121962 O3 Attn: Kyle McConnell Procurement Contract Officer Department of Labor 550 South 16th Street Lincoln, NE 68508

RRE:: Requestt forr Proposall #1219622 O33

To the Evaluation Team, On behalf of North End Teleservices, LLC (NET), I am pleased to submit our proposal in response to the Nebraska Department of Labor’s (NDOL) solicitation for First-Tier Call Center Services in support of the Unemployment Insurance Claims Center.

NET is honored to continue serving as a trusted partner to the State of Nebraska. Since the inception of our relationship with NDOL, we have remained deeply committed to delivering high-quality claimant support, maintaining operational excellence, and continuously evolving to meet the needs of Nebraska’s citizens. Our proposal reflects this ongoing commitment, drawing from our proven experience supporting NDOL, Nebraska Department of Health and Human Services (DHHS), and other public-sector programs.

This proposal outlines NET’s comprehensive technical approach, staffing model, infrastructure capabilities, and unwavering focus on service continuity, data security, and innovation. We have designed our response to reflect not only the technical requirements outlined in the RFP, but also the shared values and forward-thinking vision of our partnership with NDOL.

For convenience, NET has included the required Bidder Questions in both Microsoft Excel and Word formats.

We thank you for the opportunity to continue this vital work and remain committed to advancing NDOL’s mission. Please don’t hesitate to contact me directly should any questions arise.

Primaryy Contractt POC:: Secondaryy Contractt POC::

Carmen Tapio Chris Phillips Owner & CEO Chief Operating Officer ctapio@northendteleservices.com cphillips@northendteleservices.com 402-703-6767 (fax) 402-703-6767 (fax) 402-934-5182 (direct) 402-506-5975 (direct)

Presented to:

Nebraska Department of Labor Solicitation Number 121962 O3

121962 O3 North End Teleservices

06/25/2025 Proprietary & Confidential Page 22 of 554

Table of Contents Corporate Overview

Technical Response

Business Requirements

General Operational Requirements

1. Contractor Location and Eligibility

2. Legal Compliance

3. Turnkey Solution

4. Service Hours

5. The Contractor is responsible for all oversight and management of staff including hiring, training, onboarding, tracking time sheets and performing payroll, performance management and termination

6. Contractor should provide English to Spanish and Spanish to English language interpretation services

Call Center Service Requirements

1. Inbound Call Handling

2. Data Entry Services

3. Interactive Voice Response (IVR) System

4. Performance Monitoring

5. Staffing and Training Requirements

6. Report Requirements

7. Disruption in service

06/25/2025 Proprietary & Confidential Page 33 of 554

Corporate Overview a.. Bidderr Identificationn andd Informationn

North End Teleservices LLC (NET) is headquartered in Omaha, Nebraska. NET’s corporate headquarters is located at 1500 N. 24th Street, Suite 111, Omaha, NE 68110, with a second call center location at 2120 S 72nd Street, Suite 400, Omaha, NE 68124. Additional information about the company and its service offerings can be found on our official website at www.northendteleservices.com.

NET is organized as a limited liability company (LLC) and has remained under the same legal name and business structure since its formation. The company was officially organized in the State of Nebraska in 2015 and has continuously operated under the North End Teleservices, LLC name since its inception.

NET has established a strong brand identity as a mission-driven, performance-based contact center and business process outsourcing provider. Our facilities, in Omaha, Nebraska, serve as the central operational hub for our government and commercial programs, including our ongoing service delivery partnership with the Nebraska Department of Labor (NDOL).

NET is proud of its local roots and national reach and will continue delivering compliant, high-quality, and responsive solutions in alignment with NDOL’s program and organizational goals.

b.. Financiall Statementss

North End Teleservices, LLC (NET) is a privately held limited liability company established in 2015 and headquartered in Omaha, Nebraska. As of June 2025, NET employs 510 individuals and serves clients across the public and private sectors, including local, state, and federal government agencies, as well as commercial partners. NET specializes in call center operations, workforce solutions, and business process outsourcing.

NET maintains a strong financial foundation and has consistently demonstrated fiscal responsibility and operational scalability in its multi-year partnerships. While NET is not a publicly traded entity and is therefore not required to file audited financial statements, additional financial information, including banking references and internal financial statements, can be made available upon request under appropriate confidentiality agreements.

NET affirms that it has no judgments, pending or expected litigation, or other financial reversals that would impact the financial viability or stability of the organization.

06/25/2025 Proprietary & Confidential Page 44 of 554 c.. Changee off Ownershipp

NET does not anticipate any change in ownership or control of the company within the twelve

(12) months following the due date of this solicitation response. NET remains a privately held, woman- and minority-owned business and is committed to operational continuity and leadership stability throughout the duration of any resulting contract.

Should any change in ownership or control be considered in the future, NET acknowledges its obligation to notify the State in accordance with contractual and legal requirements. At this time, no such transition is planned or under consideration.

d.. Officee Locationn

The Nebraska Department of Labor (NDOL) Unemployment Insurance Contact Center operations are currently and will continue to be performed out of NET’s office located at 2120 S. 72nd Street, Omaha, NE 68124. This dedicated facility is fully equipped with NIST-compliant infrastructure, systems, and secure environment required to deliver all NDOL program services.

NET has strategically established this location to ensure continued performance, scalability, and alignment with State program requirements. The site is staffed with trained personnel and supervised by leadership assigned specifically to support NDOL’s objectives.

e.. Relationshipss withh thee Statee

NET has maintained an active and collaborative relationship with the State of Nebraska over the past five (5) years. During this period, NET has successfully partnered on multiple contracts to provide contact center services and administrative support across various state agencies, including the Nebraska Department of Labor. These engagements reflect NET’s proven ability to meet State program standards and deliver results in compliance with contractual and operational requirements.

State Agency Project Contract Year Signed Nebraska Department of Labor

Unemployment Insurance 023-0013-2020 2020

NE Department of Health and Human Services

Contact Tracing 93064-O4 2020

NE Department of Health and Human Services

EA/MED/P-EBT 90235-O4 2020

NE Department of Economic Development

Grant Inquiry Program 20-01-101 2020

NE Department of Labor Unemployment Insurance 023-0091-2020 2021 NE Department of Health and Human Services

EA/MED 103947-O4 2023

NE Department of Labor Unemployment Insurance 023-0001-2024 2024

06/25/2025 Proprietary & Confidential Page 55 of 554 f.. Bidder’ss Employeee Relationss too thee Statee

NET confirms that no Party named in this solicitation response is or has been an employee of the State of Nebraska within the past twelve (12) months. Additionally, as of the due date for this solicitation response submission, NET does not employ or subcontract with any individual who is currently employed by any agency of the State of Nebraska. NET affirms that no conflicts of interest exist or are anticipated in relation to personnel and the State. Should any such relationship arise, NET will promptly disclose the relevant details in accordance with State requirements.

g.. Contractt Performancee

NET confirms that it has not experienced any contract terminations for default within the past five (5) years.

NET has experienced two contract terminations for convenience during this time period, both of which were unrelated to performance. NET maintained excellent relationships with the respective clients and consistently met or exceeded all performance expectations throughout the duration of each engagement.

1. Werner Enterprises Address: 14507 Frontier Road, Omaha, NE 68138 Point of Contact: Rich Johnson, Vice President of Business Readiness – (531) 895-4710 Contract Term: Initial contract 11/01/2022; renewal 02/21/2024 Circumstances: NET consistently performed to contract expectations and met all service level requirements. In May 2025, Werner notified NET that its organizational restructuring resulted in a reduced need for external support. NET valued the partnership and still maintains a positive relationship with Werner Enterprises and would welcome future opportunities to collaborate should their needs change.

2. Nelnet Diversified Services Address: 401 S. 21st Street, Lincoln, NE Point of Contact: Jenni Burke, Director of Program Management – (402) 458-2211 Contract Term: Initial contract 12/02/2019 – 12/31/2020; contract performance through April 2025 Circumstances: NET provided consistent Tier 1 support and met all performance expectations throughout the duration of the agreement. In February 2025, Nelnet informed NET that due to changes in student loan volume, external support services would be discontinued. NET appreciates the opportunity to have partnered with Nelnet over the course of nearly six years and is proud of the collaborative success achieved during that time.

These terminations for convenience were administrative in nature and not reflective of any performance deficiencies. NET remains committed to excellence in service delivery and values its long-standing reputation for reliability and results.

06/25/2025 Proprietary & Confidential Page 66 of 554 h.. Summaryy off Bidder’ss Corporatee Experiencee

NET is not only familiar with the scope of work outlined in this RFP, we are currently performing these services for the Nebraska Department of Labor and doing so with measurable success.

NDOL leadership has expressed satisfaction with NET’s performance, citing our ability to meet service levels, maintain high-quality interactions, and respond proactively to changing program needs. NET brings extensive experience delivering call center solutions to government agencies across state and federal programs, including unemployment insurance, economic assistance, and regulated benefit support. The matrix below summarizes NET’s past and ongoing engagements that are aligned in size, scope, and complexity with the requirements defined in this solicitation:

Client Project Services FTE Duration NE Dept of Labor Unemployment Insurance Call Center

Services 15 02/20/2024-

Present NE Dept of Health and Human Services

EA/MED Call Center Services

140 04/15/2020- Present

Omaha Public Schools Transportation

School Bus Transportation Call Center Services

50 11/14/2017- Present

Guilford County Schools

School Bus Transportation Call Center Services

50 12/1/2021- Present

Maximus Federal Services

Centers for Medicare & Medicaid Services / CCO Contract

Call Center Services

200 07/30/2023- Present

Werner Enterprises Tier One Tech Support Call Center Services

5 11/01/2022- 07/19/2025

NE Department of Health and Human Services

Contact Tracing Call Center Services

175 11/21/2020- 07/28/2021

06/25/2025 Proprietary & Confidential Page 77 of 554

Subcontractorr Participationn NET confirms that no subcontractors are being proposed or utilized for this project. All services will be performed directly by NET personnel from our dedicated facilities.

Core Values - Driving Purpose NET’s core values form the foundation of its organizational culture and align closely with the mission and guiding principles of the NDOL. This alignment supports a collaborative partnership grounded in trust, shared purpose, and a steadfast commitment to workforce excellence and community impact.

NETT Coree Valuess Respect: Cultivating mutual appreciation across teams, clients, and communities Integrity: Maintaining ethical standards and transparent operations Truth: Promoting honesty in communication and relationships Improvement: Embracing innovation, growth, and continuous learning Service: Placing client and community needs at the center of every action Diversity: Celebrating inclusive representation and perspectives Fun: Fostering an energized workplace where achievement is celebrated

Shared Mission and Alignment with NDOL NDOL’s mission to “Connect People to Employment Success” directly aligns with NET’s purpose of “Creating Jobs and Changing Lives.” Both organizations are committed to strengthening Nebraska’s workforce, enhancing economic opportunities, and delivering services that improve the lives of individuals and families across the state.

Valuee Alignmentt withh NDOLL Workforcee Empowerment reflects NET’s values of SService and IImprovement, emphasizing outcomes that prioritize career development and economic advancement.

Integrity and AAccountability align with NET’s values of IIntegrity and TTruth, reinforcing trust in service delivery and program administration.

Innovation and MModernization correspond with NET’s IImprovement value, as both organizations embrace technology and continuous evolution to meet changing labor market demands.

Customer Focus and EEquity mirror NET’s values of RRespect and DDiversity, ensuring inclusive service strategies that support all populations, including underserved and marginalized communities.

Collaboration resonates with NET’s commitment to RRespect and SService, encouraging public-private partnerships that deliver measurable, sustainable workforce outcomes.

Together, North End Teleservices and the Nebraska Department of Labor are positioned to deliver transformational employment solutions, advance workforce equity, and strengthen the economic well-being of Nebraskans statewide.

06/25/2025 Proprietary & Confidential Page 88 of 554

Experiencee Descriptionss

1.. Nebraskaa Departmentt off Laborr (NDOL))

Timee Period: February 2024 – Present Scheduledd vs.. Actuall Completion: Ongoing (Fully operational) NET’ss Role: Prime Contractor Scopee off Services:: NET serves as the Tier 1 contact center provider for NDOL’s Unemployment Insurance (UI) program. Responsibilities include responding to claimant inquiries, triaging calls, managing callback scheduling, documenting interactions, and escalating complex issues to NDOL staff. NET provides bilingual support (English/Spanish), real-time reporting, IVR call routing, and system integration with NEworks and NDOL CRM platforms.

Keyy Metrics: ~71,000 annual calls; service levels exceeded >95% consistently; less than 1% abandons Pointt off Contact:: Andi Bridgmon, UI Director andi.bridgmon@nebraska.gov | (402) 471-4474 Alignmentt withh NDOLL Scope:: NET’s services for NDOL mirror the required RFP functions: full call center operations, real-time performance monitoring, trained bilingual representatives, and continuity planning for seasonal volume spikes. All functions are performed onshore at NET’s dedicated Omaha facility.

2.. Maximuss Federall Servicess (Centerss forr Medicaree && Medicaidd Servicess // CCOO Contract))

Timee Period: July 2023 – Present Scheduledd vs.. Actuall Completion: Ongoing (Fully operational) NET’ss Role: Subcontractor Scopee off Services:: Under the CMS Contact Center Operations (CCO) contract with Maximus Federal Services, NET provides Tier 1 contact center services supporting Medicare beneficiaries. NET manages high-volume inbound inquiries, including eligibility, claims status, and system navigation support. Services include multi-language interpretation, quality assurance, workforce scheduling, and compliance with federal service levels.

Key Metrics: 200 FTEs; 100% compliance with CMS security and scripting requirements;

94.04% Customer Satisfaction Score (CSAT) Pointt off Contact:: Rick Graybill, Senior Director, CCO rickdgraybill@maximus.com | (928) 482-5230 Alignmentt withh NDOLL Scope:: NET’s CMS work demonstrates scalable government call center experience, data protection compliance (FISMA/NIST), and multi-channel service capabilities. NET’s operational maturity under a federally regulated program directly aligns with NDOL’s expectations for performance, quality, and responsiveness.

06/25/2025 Proprietary & Confidential Page 99 of 554

3.. Nebraskaa Departmentt off Healthh andd Humann Servicess (DHHS))

Timee Period: April 2020 – Present Scheduledd vs.. Actuall Completion: Ongoing NET’ss Role: Prime Contractor Scopee off Services:: NET provides Tier 1 contact center support to DHHS across Economic Assistance and EBT programs. Services include inbound application assistance, eligibility navigation, benefit replacement requests, and call documentation. NET supports 125+ representatives across multiple program lines, delivers bilingual support, and supplies structured QA and real-time performance dashboards.

Keyy Metrics: 125+ FTEs; call volumes in excess of 400,000 annually, ASA less than 2:00 minutes; Abandons less than 7% Pointt off Contact:: Dinah Wetindi, Deputy Director – Economic Assistance Dinah.Wetindi@nebraska.gov | (531) 310-1721 Alignmentt withh NDOLL Scope:: NET’s execution of multi-program support for DHHS exemplifies its ability to manage large-scale government contact centers, meet performance standards, and support complex policy navigation, all highly relevant to NDOL’s UI program needs.

06/25/2025 Proprietary & Confidential Page 110 of 554 i.. Summaryy off Bidder’ss Proposedd Personnel/Managementt Approachh

NET’s proposed management approach is built on an integrated leadership model with centralized oversight, direct accountability, and clear communication channels. NET has already established a dedicated management structure for NDOL and will continue this structure under the new contract to ensure performance alignment, operational transparency, and exceptional service delivery.

NET has a dedicated CCustomerr Successs Manager, PProgramm Manager, assigned to the NDOL contract who will continue to support operations. Reporting directly to the Customer Success Manager is a dedicated CCustomerr Successs Accountt Supervisor,, Operationss Supervisor, who serves as the primary point of contact responsible for contract performance, service level compliance, and NDOL relationship management. Reporting to NET’s Customer Experience Team, under our Manager of Customer Experience, is a team of QQualityy Assurancee Analysts and TTrainingg Specialists, all of whom are based on site at NET’s secure Omaha facility. These leaders are supported by a cross-functional network of centralized departments, including Workforce Management, Information Technology, Compliance, and Human Resources, working collaboratively to ensure operational efficiency, real-time data accuracy, infrastructure stability, and consistent program excellence.

Proposedd Teamm Members::

Directorr off Customerr Successs –– Patrickk Sanders,, Serves as NET’s ddedicatedd contactt forr alll program-relatedd matters and is the senior-most leader responsible for the strategic oversight of the NDOL program. Patrick ensures full contract compliance, performance alignment, and serves as the primary escalation point for NDOL leadership. He oversees program governance, long-term planning, and interdepartmental coordination to ensure the program continues to meet and exceed expectations.

Customerr Successs Managerr –– Vanessaa Spencer serves as the CCustomerr Successs Manager for the NDOL program and is a key member of NET’s leadership team supporting this contract. She currently provides direct oversight of KPI performance, service-level compliance, and strategic alignment between NDOL’s objectives and NET’s operational execution. Vanessa supports the Director of Customer Success and functions as the ssecondaryy pointt off contact for the State, managing cross-functional coordination across Workforce Management, Quality Assurance, and frontline operations to ensure ongoing service excellence.

Vanessa has been eembeddedd inn thee NDOLL programm sincee itss inceptionn inn 2020, bringing unparalleled firsthand experience and institutional knowledge. She began her career at NET as a customer service representative specifically assigned to NDOL. Her performance and subject matter expertise led to her advancement into the NDOL Appeals Team, followed by promotions to Team Lead and then into a senior leadership role. Today, she continues to lead the program with the same dedication and insight that she built from the ground up.

06/25/2025 Proprietary & Confidential Page 111 of 554

In 2022, Vaanessaa graduatedd fromm NET’ss U.S.. Departmentt off Labor–registeredd Supervisorr Apprenticeshipp Program, the only registered apprenticeship of its kind in the contact center industry. This nationally recognized program provided her with formal training in leadership, operational management, coaching methodologies, and workforce strategy, strengthening her ability to lead with precision, confidence, and accountability. Vanessa’s journey from frontline support to program leadership exemplifies NET’s commitment to cultivating internal talent and reinforces the strength and continuity of our service model. She remains dedicated to the NDOL program and will continue serving in this capacity throughout the life of the contract.

Customer Success Account Supervisor – Jorden Myers currently serves as the CCustomer Successs Accountt Supervisor for the NDOL contact center and is fully dedicated to the program. She is responsible for leading the day-to-day operations of the NDOL service team, including real-time management of floor activity, SLA adherence, escalation resolution, and frontline staff performance. Jorden brings a rare, firsthand understanding of the NDOL program, having originally joined NET in 2020 as a customer service representative assigned to the NDOL contract. Her exceptional performance and deep knowledge of the program led to a promotion to Team Lead on NDOL, and ultimately to her current supervisory leadership role.

In 2022, Jorden became a graduate of NNET’ss U.S.. Departmentt off Labor–registeredd Supervisorr Apprenticeshipp Program, the only program of its kind in the contact center industry. Through this nationally recognized initiative, she completed formal coursework and hands-on leadership training in operations management, coaching, scheduling adherence, workforce planning, and compliance. This unique blend of frontline experience, structured professional development, and NDOL program tenure equips Jorden with the strategic insight and tactical capability required to lead her team effectively. Under her leadership, NET has consistently delivered high-performance outcomes for NDOL, and she remains committed to driving excellence throughout the life of the contract.

Qualityy Assurancee Analystt –– Stephaniee Basurto,, Leads call quality monitoring and compliance with NDOL standards. Stephanie conducts daily call evaluations, provides actionable feedback to representatives and supervisors, and identifies opportunities for service enhancement. She ensures that all claimant interactions meet quality, accuracy, and customer experience benchmarks.

Each individual proposed for this contract is currently performing in their respective roles supporting NDOL and brings firsthand experience with the program’s operational procedures, claimant interactions, and integrated systems. This team has a proven track record of successfully managing NDOL’s service delivery requirements and is fully equipped to ensure immediate continuity, performance stability, and seamless execution upon contract award.

Their familiarity with NDOL’s expectations and workflows eliminates any onboarding lag and reinforces NET’s readiness to continue delivering at a high standard.

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Please see Attachmentt for resumes of key personnel. Each resume includes academic background, certifications, professional experience, and references as required. NET affirms that any changes in proposed personnel will only be implemented with prior written approval from the State, in accordance with contractual obligations.

Commitmentt too Innovationn andd Partnershipp Alignmentt

Throughout NET’s existing and highly collaborative relationship with the State of Nebraska, innovation has been more than a value, it has been a practice. NET has consistently identified opportunities to enhance service delivery, optimize workflows, and implement scalable solutions that directly align with NDOL’s evolving needs and the expectations of Nebraska’s citizens.

As a true partner, NET has not only responded to NDOL’s programmatic shifts, we’ve anticipated them, delivering system enhancements, reporting improvements, and service refinements that demonstrate our proactive investment in the State’s success. From implementing tailored CRM configurations to expanding language access features and optimizing telephony infrastructure, NET has ensured that every solution deployed serves the best interest of claimants and NDOL alike.

Looking ahead, NET remains deeply committed to this partnership. We will continue to listen, innovate, and evolve in step with NDOL, always prioritizing transparency, security, and service excellence. As needs shift and expectations rise, NET will remain agile and engaged, continuously leveraging technology and expertise to help the State deliver equitable, efficient, and impactful workforce services.

j.. Subcontractorss

NET confirms that it has no plans to subcontract any portion of the services related to this solicitation. NET will act as the Prime Contractor and will perform 100% of the required work using internal personnel, systems, and resources. All service delivery will be executed in-house from NET’s secure and fully equipped facilities, ensuring direct oversight, accountability, and consistency across all performance areas.

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Technical Response

Business Requirements

General Operational Requirements

1. Contractor Location and Eligibility

a. The Contractor shall be based and operate within the United States.

Understanding: Nebraska Department of Labor (NDOL) requires that the Contractor be based and operate within the United States.

Response: NET confirms ffulll understandingg andd compliance with this requirement. NNETT iss headquarteredd locallyy inn Omaha,, Nebraska,, andd operatess entirelyy withinn thee Unitedd States. All services associated with this contract are, and will continue to be, delivered from NET’s ssecure, dedicatedd officee spacee locatedd inn Omaha, where a call center environment has been purpose-built to support the Nebraska Department of Labor.

Additionally, NNETT iss proudlyy locatedd inn aa federallyy designatedd HUBZone (Historically Underutilized Business Zone), which reinforces our organizational mission of ““Creatingg Jobss andd Changingg Lives.” Operating in a HUBZone allows NET to directly support economic revitalization in underserved communities while delivering high-quality, contract-compliant services.

Through this model, NET creates aaccessiblee careerr pathways for individuals who have historically faced barriers to employment, fueling both wworkforcee development and local economicc growth,, addingg overr $5000 millionn inn economicc impactt too date. Our ability to deliver best-in-class outcomes for NDOL is directly linked to the strength and dedication of our community-based workforce. This contract not only represents ooperationall excellence, but also a mmeasurablee sociall impact for the State of Nebraska.

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

Understanding: Contractor representatives must have secure, dedicated workspaces that prevent unauthorized access to claimant data.

Response: NETT currentlyy fulfillss thiss requirementt inn full and has implemented sstrictt physicall andd cybersecurityy protocols to ensure NDOL claimant data always remains protected. All NDOL operations are housed within NET’s secure, Omaha-based facility, which is badge-access controlled and monitored 24/7. NDOL-dedicated workstations are physically segregated within designated zones and overseen by onsite supervisory personnel to eliminate the risk of unauthorized access.

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As a standard practice, aalll NDOL-assignedd representativess signn Non-Disclosuree Agreementss (NDAs) prior to system access and receive fformall trainingg onn handlingg sensitivee information.

NET’s IT infrastructure includes eendpointt protection,, firewalls,, network segmentation,, andd multi-factorr authentication to safeguard digital assets. These controls are actively monitored and regularly reviewed to ensure compliance with federal and state data protection standards.

NET’ss securee workspacee environmentt iss thee currentt operatingg standardd alreadyy inn placee forr NDOL. These protocols will continue without interruption upon contract execution, reflecting NET’s long-standing commitment to data integrity, confidentiality, and claimant trust.

c. Telework/remote work setups are not authorized under this contract.

Understanding: Telework and remote work are not authorized.

Response: NETT alreadyy operatess inn fulll compliancee withh thiss requirement. All NDOL-related services are currently and will continue to be delivered exclusively oonsitee fromm NET’ss securee Omahaa facility. Remote or telework arrangements are strictly prohibited for NDOL-assigned staff, and NET enforces this policy through controlled physical access, onsite supervision, and designated workspace assignments within our NDOL-dedicated operational area. This model is not a planned adjustment; it is the ccurrentt standardd activelyy inn placee and audited to ensure compliance with confidentiality and performance oversight requirements.

2. Legal Compliance

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

Understanding: Contractor must comply with all applicable federal and state laws throughout the contract.

Response: NETT operatess inn fulll compliancee withh alll applicablee federal,, state,, andd locall lawss andd regulations, and this standard is aalreadyy embeddedd acrosss alll facetss off ourr currentt servicee deliveryy forr NDOL. NET conducts scheduled internal compliance audits and ongoing policy reviews to validate adherence with employment law, labor regulations, program-specific statutes, and data protection mandates, including HHIPAAA andd PIII requirements. These efforts are supported by cross-functional collaboration between NET’s Legal, Human Resources, and Operations teams to ensure that all contractual and regulatory obligations are consistently upheld. LLegall compliancee iss nott aa reactivee measuree att NET;; itt iss aa foundationall partt off ourr governancee andd qualityy assurancee practices.

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3. Turnkey Solution

a. Contractor is required to deliver a complete call center operation including:

Understanding: NET understands that the State of Nebraska requires a fully self-managed, end-to-end call center operation to support NDOL’s Unemployment Insurance program. This includes delivering trained personnel, dedicated infrastructure, and all necessary systems and equipment, without reliance on State-provided assets.

Response: NET is ccurrentlyy deliveringg aa comprehensive,, turnkeyy solution for NDOL and will continue to do so throughout the life of the contract. NET’s model includes ttrainedd staff,, purpose-built workspace, ssecure network infrastructure, iintegrated systems, and eenterprise telephony. All services are provided from NNET’ss controlledd environmentt inn Omaha,, Nebraska, which has been specifically configured to meet NDOL’s standards for availability, compliance, and security. NET assumes full accountability for performance delivery and ensures that no aspect of the operational framework requires support or provisioning from the State.

i. Trained staff

Response: NET ccurrentlyy supportss NDOLL operationss withh aa teamm off trainedd professionals who are fully certified in UI program protocols. All staff undergo NET’s eestablishedd onboardingg program, which incorporates NDOL-specific content, mock call scenarios, and compliance assessments. OOurr trainingg curriculumm iss alignedd withh NDOL’ss servicee standards and includes policy, scripting, regulatory requirements, and system navigation.

Staff complete assessments and mock call evaluations before going live. NET maintains ongoing refresher training schedules and Quality Assurance (QA) coaching cycles to uphold performance and compliance.

ii. Adequate workspace

Response: NET ccurrentlyy operatess fromm aa secure,, state-compliantt facilityy inn Omaha,, Nebraska, with workspace areas designed exclusively for NDOL service delivery. These areas include ergonomic furniture, sound-controlled layouts, and designated supervisor workstations to ensure oversight and efficiency. NNDOLL personnell havee previouslyy operatedd onsitee alongsidee NET’ss teamm andd havee complimentedd thee layout,, infrastructure,, andd professionall atmospheree off thee space. This direct engagement underscores the strength of the facility and its alignment with NDOL’s expectations. NNETT willl continuee too maintainn andd enhancee thiss dedicatedd NDOLL spacee throughoutt thee lifee off thee contract.

iii. Telephony and computer equipment

Response: NETT currentlyy providess alll representativess withh enterprise-gradee computers,, duall monitors,, securee networkk access,, andd Voicee overr Internett Protocoll (VOIP)-enabledd headsets. The telephony infrastructure supports call routing, hold queues, and recording functionalities required for high-volume UI environments. NET’s IT team actively manages these systems for peak performance.

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North End Teleservices (NET) maintains a robust and compliant call recording protocol aligned with the Nebraska Department of Labor’s (NDOL) operational and quality assurance requirements.

Percentage of Calls Recorded NET digitally records 1100%% off inboundd andd outboundd customerr interactions, including scheduled callbacks and transfers, across all communication channels managed within the Five9 telephony system. This ensures comprehensive documentation of all UI-related transactions and supports our quality assurance, training, and dispute resolution protocols.

Recordingg Retentionn Policy All call recordings are securely stored and maintained for a mminimumm off thirtyy (30)) days in accordance with the RFP requirement. Recordings are stored in a secure, access-controlled environment within our Five9 cloud-based infrastructure, which is compliant with industry standards for data protection, including SOC 2 Type II and HIPAA (where applicable).

Should NDOL require an extended retention period, NET can accommodate ccustomm retentionn policiess forr upp too twenty-fourr (24)) months. These extended retention configurations can be established at the start of the contract or implemented at any point upon request, ensuring full alignment with NDOL’s auditing, compliance, or historical analysis needs.

iv. Necessary software and hardware

Response: NET’s operations for NDOL ccurrentlyy utilizee aa fullyy integratedd suitee off platforms that include CCRMM (Customer Relationship Management), qquality assurance, workforce management, and aanalytics tools. Importantly, NET developed and customized the CRM specifically for NDOL’s program requirements, ensuring alignment with UI claim workflows, scripting protocols, callback scheduling, and data capture fields unique to NDOL operations.

This ccloud-hostedd CRMM system is equipped with eencryptedd accesss controls, rrole-bbased user permissions, and ddetailed auditt logs to track system usage and protect sensitive claimant data. The platform supports seamless integration with NEworks and is designed for operational scalability and data transparency. NET’s IT and business intelligence teams actively maintain and enhance these systems to meet evolving program needs.

Thesee solutionss aree nott theoretical;; theyy aree alreadyy inn placee andd successfullyy supportingg NDOLL servicee deliveryy today.

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v. Telephone and data line installation and maintenance

Response: NET’s in-house IT and Workforce Management departments maintain all telephony and data infrastructure. The Omaha facility is equipped with dual-carrier failover systems to ensure no disruption in service. NET’s team provides proactive system checks and immediate incident response coverage.

vi. Contractor shall provide an (800) number for routing of calls. Contractor shall also be able to work with an existing (800) number.

Response: NETT iss currentlyy managingg thiss requirementt forr NDOLL andd willl continuee too doo soo underr thee neww contract. NET currently supports call routing through NDOL’s existing toll-free (800) number, utilizing session border controllers and SSIP trunking to ensure rreliable, ssecure, and sscalable connectivity. This integration is fully operational and maintained by NET’s Workforce Management team. Additionally, NET is fully equipped to provision a dedicated toll-free number if requested and can configure routing preferences based on NDOL’s evolving program needs. TThesee capabilitiess aree alreadyy inn placee andd activelyy supportingg NDOL’ss inboundd calll managementt withoutt issue.

vii. Contractor shall ensure all agents are supplied with telephony software, telephony equipment, computer equipment and software, including customer relationship software and all network infrastructure to provide the service.

Response: NET ccurrentlyy providess aa turnkeyy desktopp environment for each NDOL representative, including VVOIP-eenabled headsets, ssoftphone applications, and ssecure workstation configurations. NET manages all lifecycle maintenance and support of these assets to eliminate downtime and ensure representative readiness.

viii. The State will not provide any equipment.

Response: NETT confirmss itt willl continuee too providee 100%% off thee equipmentt andd infrastructuree requiredd forr successfull contractt execution. NET’s capital and operating plans already include investment to maintain, upgrade, and replace technology components as needed without requiring any provision of State-owned assets.

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4. Service Hours

a. Contractor shall provide inbound call services for NDOL UI claimants from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding State holidays as defined by state law.

Understanding: Contractor shall provide services from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding State holidays.

Response: NET affirms full compliance with NDOL’s designated hours of operation and is currently delivering services from 88:000 AMM too 5:00 PMM CST, MMondayy throughh Friday, excluding State holidays as defined by state law. NET’s staffing and service model is intentionally structured around NDOL’s operational schedule, with proactive planning to accommodate known peak periods, particularly Monday mornings and days immediately following State holidays.

NET uses a combination of historical trend analysis, real-time call forecasting, and surge staffing to prepare for these high-volume intervals. For example, on TTuesday,, Mayy 27,, 2025, the day following MMemoriall Day, NET successfully handled 44233 calls, maintaining a 999.04%% servicee level, an AAveragee Speedd too Answerr (ASA)) off 322 seconds, and an aabandonn ratee off onlyy 0.47%, despite elevated volume. Similarly, on MMonday, April 28, 2025, the first day opened after being closed a long weekend for AArborr Day, NET achieved a 999.37%% servicee level with a 6-secondd ASA across 33199 calls. These outcomes demonstrate NET’s ability to forecast and execute peak readiness plans effectively.

NET’s Workforce Management and Operations teams work in tandem to pre-schedule supplemental coverage, extend supervisory oversight, and activate support resources ahead of expected spikes. Through this model, NET ensures uninterrupted service delivery, high responsiveness, and consistently exceeds NDOL’s SLA thresholds, even during the most demanding periods.

NETT hass aa provenn trackk record of maintaining high service levels and low abandonment rates during these intensified demand windows. Our agile scheduling capabilities and layered support approach ensure that NDOL claimants receive uninterrupted, timely assistance, even during surge conditions. NNETT willl continuee too upholdd thiss levell off preparednesss andd responsivenesss throughoutt thee lifee off thee contract.

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b.…