121962 o3 Tata Consultancy Services Redacted.pdf

Mcconnell, Kyle

From: John Griffin <john.griffin@tcs.com> Sent: Tuesday, August 12, 2025 9:59 PM To: Mcconnell, Kyle Cc: NDOL Procurement Subject: RE: 121962 -o3 TATA Solicitation Response Attachments: 12196203 TCSFile1 of 4 redacted.docx

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TCS Confidential

Please see a ached.

From: Mcconnell, Kyle <Kyle.Mcconnell@nebraska.gov> Sent: Tuesday, August 12, 2025 2:42 PM To: John Griffin <john.griffin@tcs.com> Cc: NDOL Procurement <NDOL.Procurement@nebraska.gov> Subject: 121962 -o3 TATA Solicitation Response

External Email : Be cautious while opening any links or attachments.

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

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 a achments may contain confiden al material and is solely for the use of the intended recipient(s). If you have received this email in error, please no fy the sender immediately and delete this email. If you are not the intended recipient(s), you must not use, retain or disclose any informa on contained in this email.

Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

State of Nebraska Department of Labor

Request for Proposal

Contact Center Services

Response to RFP Solicitation Number 121962 O3

June 27, 2025

TCS SOW with Carahsoft for HEIDS Project

TCS Confidential 2

CONFIDENTIALITY STATEMENT

The data contained herein shall not be disclosed, duplicated, or used in whole or in part for any purpose other than to evaluate the SOW, provided that if a contract is awarded to this offer as a result of, or in connection with, the submission of these data, the proposer shall have the right to duplicate, use or disclose the data to the extent provided in the agreement. This restriction shall not limit the right to use information contained in the data if it is obtained from another source without restriction.

© 2024 – Tata Consultancy Services (TCS)

TATA CODE OF CONDUCT

We, in our dealings, are self-regulated by a code of conduct as enshrined in the ‘TATA Code of Conduct’. We request your support in helping us adhere to the code in letter and spirit. We request that any violation or potential violation of the code by any person be promptly brought to the notice of the Local Ethics Counsellor or the Principal Ethics

Counsellor or the CEO of TCS. All communication received in this regard will be treated and kept as confidential.

CONTACT FOR THIS SOW

Submitted to:

Kyle McDonnel

Nebraska Department of Labor Procurement

Contact:

Email:

Submitted by:

John Griffin, Business Development Lead

Tata Consultancy Services

Contact: +1 (503) 789-6129

Email: John.Griffin@tcs.com mailto:John.Griffin@tcs.com

TCS Confidential 3

Table of Contents

1. Corporate Overview

1.1 Bidder Identification and Information

1.2 Financial Statements

1.3 Change of Ownership

1.4 Office Location

1.5 Relationships With the State

1.6 Bidder’s Employee Relations to State

1.7 Contract Performance

1.8 Summary of Bidder’s Corporate Experience

1.9 Summary of Bidder’s Personnel Management Approach

1.10 Subcontractors

2. Technical Response

2.1 Understanding of the Business Requirements

2.2 Detailed Project Work Plan

2.3 Deliverable and Due Dates

2.4 Attachment #1: Required Bidder Response

2.5 Cost Proposal

TCS Confidential 4

1. Corporate Overview

1.1 Bidder Identification and Information

Tata Consultancy Services LTD (TCS)

379 Thornall Street

Edison NJ 08837

TCS is a corporation, formed on April 1, 1968. It has not changed in type of organization or name since its inception.

1.2 Financial Statements

Copies of the TCS Annual Report, which include our detailed financial statements, are available at https://www.tcs.com/investor-relations/management-commentary/annual-report-sections

1.3 Change of Ownership

TCS is not anticipating any upcoming ownership changes.

1.4 Office Location

Any communication should be directed to the following:

John Griffin

379 Thornall Street

Edison, NJ 08837

1.5 Relationships With the State

TCS has no engagements with the State of Nebraska within the past five (5) years.

1.6 Bidder’s Employee Relations to State

TCS is a global organization with over 600,000 associates. To the best of our knowledge, TCS does not employ a former employee of the State of Nebraska (within the last 12 months), nor has any relationships that would cause a conflict of interest. If at such time TCS identifies an issue contrary to this statement, we will notify the State of Nebraska immediately.

1.7 Contract Performance

As a large multi-national corporation, TCS is subject to a variety of potential contractual performance issues that may arise. However, the nature of our agreements and contractual obligations are held under

TCS Confidential 5 a strict confidential NDA between TCS and our customers. Any potential issue with a customer and their agreement will not interfere with our ability to deliver for the State of Nebraska on this engagement.

1.8 Summary of Bidder’s Corporate Experience

TCS has a world class set of offerings and capabilities that we enable to deliver services to our customers in support of serving their customers in a more effective way. Currently, we have over 23,000 TCS associates delivering and supporting solutions for more than 100 customers worldwide, managing over

100,000 interactions annually. We submit the following as customer references for this proposal. Please note that due to the nature of our commercial agreements, the customer requires reference contacts be coordinated through TCS. Your proposal point of contact, John Griffin (john.griffin@tcs.com;

503.789.6129) will coordinate reference conversations per your direction.

Customer Reference #1: SPARC Group LLC.

Prime Contractor: Tata Consultancy Services

Dates of Service: March, 2023 to March, 2028

Summary of Responsibilities: Configured and consolidated call center locations, standardized the operating model, staffed customer care locations through rapid staffing implementation and seasonal constraints, improved and transformed documentation for all agents via learning-based process.

Demonstrated measurable improvements on customer experience and customer satisfaction.

Customer Reference #2: AGL Limited

Prime Contractor: Tata Consultancy Services

Dates of Service: July, 2022 to July, 2027

Summary of Responsibilities: Successfully transitioned services like Customer service, inbound collection, outbound collection, outbound sales from incumbent partner and in-house support. Created universal agents and bots to reduce costs by over 30% and deflected approximately 35% of total calls to a digital channel. Consistently outperformed SLAs and improved customer experience scores.

Customer Reference #3: USAA Insurance

Prime Contractor: Tata Consultancy Services

Dates of Service: July, 2022 to July, 2027

Summary of Responsibilities: Successfully transitioned global contact center support services incumbent partner and in-house support. Created a transformed omni-channel environment, introducing and optimizing agents and bots to reduce costs by over 30% and deflect approximately 70% of total calls to a digital channel. Consistently outperformed SLAs and improved customer experience scores.

1.9 Summary of Bidder’s Personnel Management Approach

TCS will implement a resource management and staffing plan to establish the resources and assets required to effectively manage resource needs from project inception to delivery. We will develop this plan during the Due Diligence Phase of the project. The intended audience will be any project members or groups whose support is needed to successfully complete the project.

Commented [JG1]: References contain information about current customer relationships that are protected by a confidentiality clause.

mailto:john.griffin@tcs.com

TCS Confidential 6

Being able to recruit and retain talent is key to this plan. At TCS, we pride ourselves on the quality of employees that we retain, while also acknowledging and monitoring new talent. TCS has been distinguished by the Top Employers Institute as the #1 top recruiter of IT talent in the United States for the seventh year in a row. This recognition stems from our employee-friendly workplace practices and continued talent investment across the organization through professional development initiatives and digital skills programs.

The combined industry experience of Team TCS’ leadership helps us problem-solve and provide our customers with the right technology solution to meet their needs. We offer employees equitable direct compensation combined with a complementary benefits structure that drives up company retention. Our recruiting philosophy enables us to provide qualified and competent personnel to meet changing customer requirements. We are committed to fulfilling employee positions on-time and ensuring close-fit by using the following sources, as appropriate:

• Internal Resource Pool: Our internal resource pool consists of a globally mobile workforce where employees build specialization and expertise by developing skills and roles within focused career streams.

We have a dedicated Resource Management Group (RMG) to manage our existing resource pool. This team leverages similar skill/domain projects within our organization to identify the optimal fit of key personnel.

• External Recruitment: We have a dedicated Talent Acquisition Group (TAG), which actively collaborates with the Business Unit Heads/Project Managers to understand and capture the resource demand for various skillsets and arrive at hiring targets across geographies. We employ a robust candidate screening process for external recruitment that aligns with our commitment to provide on-time the most highly skilled and best-in-class talent for our customers. Enabling agility, our digitized recruitment process is a key differentiator from other competitors.

TCS is committed to ensuring that agents working for NEDOL are supported adequately through an internal support structure. TCS will maintain a healthy staff to supervisor ratio of 15:1. In addition, TCS will carry dedicated Quality Analyst, Trainers, Real Time Adherence Analyst and Managers to support the agents. The following is a summary of the proposed key personnel for the project:

Role Resource Name Responsibilities

Project Manager Duane Miller • Strong leadership skills: Lead and motivate a team to deliver a product or service successfully.

• Excellent communication skills:

Communicate expectations and updates to team members and stakeholders.

• Good problem-solving skills: Identify and resolve issues that may arise during the delivery process.

Commented [JG2]: Resource Names identify personal data that should be protected.

TCS Confidential 7

Role Resource Name Responsibilities

• Strong organizational skills: Plan and schedule work effectively, track progress, and make adjustments as needed.

• Ability to adapt: Lead Transformation and adapt to new technologies and environments and handle changes and unexpected challenges.

• Strong attention to detail: Attention to details to ensure the delivery is completed to the required quality standards.

• Good relationship-building skills: Build and maintain positive relationships with team members, clients, and other stakeholders.

Staff Trainer Sherry J. Smith • Responsible for delivering new hire trainings to all new hires

• Responsible for facilitating Change

Training to new & existing employees on change in policy procedures

• Responsible for conducting refresher training for all bottom performers based on Training Need Analysis

• Work closely with reporting Supervisor and peers to understand best practice sharing

• Work closely with communication team/

QA team to identify training gaps.

• Participate in weekly internal and cross site calibrations

• Work closely with Manager to discuss initiatives to drive C-Sat

Quality Assurance

Manager

Michael Stevens

• Create a comprehensive Quality

Management Plan for the account

• Monitor, Coach and guide a team of

Quality Analyst to achieve required quality goal

TCS Confidential 8

Role Resource Name Responsibilities

• Undertake weekly call monitoring to ensure adherence to quality & compliance requirements

• Conduct weekly calibrations with TLs and

Trainers to reduce variance in quality score

• Maintain quality & compliance scorecard for teams

• Responsible for outlier management

• Identify improvement areas, process mapping & redesign, root cause analysis, finding solutions, project & change management.

• Work closely with Training team to identify training need for associates and coach them accordingly

• Maintain all relevant documents for audit related requirement

Call Center Agent

Manager

Satyavani Tirumalaraju • Consistently deliver on the Service Level

Metrics defined for the process, to deliver

Superior Customer Service.

• Develop an Agent Schedule/ Daily Roster and track for schedule adherence/attendance and punctuality

• Track and monitor agent performance against targets.

• Provide feedback/ coaching to maximize agent performance.

• Monitor agent calls through Side-By-

Sides/Barge-Ins/ Floor Walking and provide appropriate feedback

• Take escalation/supervisory calls.

• Based on Quality scores, identify areas of improvement, and provide inputs to the agents accordingly

TCS Confidential 9

Role Resource Name Responsibilities

• Conduct daily team briefings to update them with any process/other changes that impact the process.

• Respond to client on all queries within 24 hours.

• Provide solutions / alternatives to client facing issues / concerns

IT Support

Technician

Avinash Singh TCS has a well-defined technology support group consisting of a Global Help Desk (GHD) team and a

Service Delivery team to address any IT related issues during BAU. We have a 24x7 Global Help

Desk (GHD) team to support any IT / technology related issues including but not limited to desktop, server, messaging, hardware software and network support.

The GHD IT support team can be reached through email, TCS ticketing tool or through voice for assistance.

TCS Service delivery teams at each Delivery

Centers provide hands-on support to trouble shoot and resolve issues promptly. This team confirms the reported issue gets closed in well-defined and stabilized SLAs.

Function/Technical

Lead

Steve Swansbrough • In addition to roles and responsibilities identified for Quality Manager and Staff trainer, the functional / technical lead should be the guardian of Knowledge within TCS

• Should work closely with agency

Functional / Technical Lead to change management of knowledge

Transition Manager Constantine “Dino” James

Sparto

• Responsible for the work movement from

Agency to TCS. Work with Agency program manager to enable people prior to training. Track and report the status of training. Timely flagging of risks and challenges for Agency resolution.

TCS Confidential 10

Role Resource Name Responsibilities

Conduct transition review and Tollgate meetings.

1.10 Subcontractors

TCS is not engaging any subcontractors for this engagement.

TCS Confidential 6

Being able to recruit and retain talent is key to this plan. At TCS, we pride ourselves on the quality of employees that we retain, while also acknowledging and monitoring new talent. TCS has been distinguished by the Top Employers Institute as the #1 top recruiter of IT talent in the United States for the seventh year in a row. This recognition stems from our employee-friendly workplace practices and continued talent investment across the organization through professional development initiatives and digital skills programs.

The combined industry experience of Team TCS’ leadership helps us problem-solve and provide our customers with the right technology solution to meet their needs. We offer employees equitable direct compensation combined with a complementary benefits structure that drives up company retention. Our recruiting philosophy enables us to provide qualified and competent personnel to meet changing customer requirements. We are committed to fulfilling employee positions on-time and ensuring close-fit by using the following sources, as appropriate:

• Internal Resource Pool: Our internal resource pool consists of a globally mobile workforce where employees build specialization and expertise by developing skills and roles within focused career streams.

We have a dedicated Resource Management Group (RMG) to manage our existing resource pool. This team leverages similar skill/domain projects within our organization to identify the optimal fit of key personnel.

• External Recruitment: We have a dedicated Talent Acquisition Group (TAG), which actively collaborates with the Business Unit Heads/Project Managers to understand and capture the resource demand for various skillsets and arrive at hiring targets across geographies. We employ a robust candidate screening process for external recruitment that aligns with our commitment to provide on-time the most highly skilled and best-in-class talent for our customers. Enabling agility, our digitized recruitment process is a key differentiator from other competitors.

TCS is committed to ensuring that agents working for NEDOL are supported adequately through an internal support structure. TCS will maintain a healthy staff to supervisor ratio of 15:1. In addition, TCS will carry dedicated Quality Analyst, Trainers, Real Time Adherence Analyst and Managers to support the agents. The following is a summary of the proposed key personnel for the project:

Role Resource Name Responsibilities

Project Manager Duane Miller • Strong leadership skills: Lead and motivate a team to deliver a product or service successfully.

• Excellent communication skills:

Communicate expectations and updates to team members and stakeholders.

• Good problem-solving skills: Identify and resolve issues that may arise during the delivery process.

TCS Confidential 7

Role Resource Name Responsibilities

• Strong organizational skills: Plan and schedule work effectively, track progress, and make adjustments as needed.

• Ability to adapt: Lead Transformation and adapt to new technologies and environments and handle changes and unexpected challenges.

• Strong attention to detail: Attention to details to ensure the delivery is completed to the required quality standards.

• Good relationship-building skills: Build and maintain positive relationships with team members, clients, and other stakeholders.

Staff Trainer Sherry J. Smith • Responsible for delivering new hire trainings to all new hires

• Responsible for facilitating Change

Training to new & existing employees on change in policy procedures

• Responsible for conducting refresher training for all bottom performers based on Training Need Analysis

• Work closely with reporting Supervisor and peers to understand best practice sharing

• Work closely with communication team/

QA team to identify training gaps.

• Participate in weekly internal and cross site calibrations

• Work closely with Manager to discuss initiatives to drive C-Sat

Quality Assurance

Manager

Michael Stevens

• Create a comprehensive Quality

Management Plan for the account

• Monitor, Coach and guide a team of

Quality Analyst to achieve required quality goal

TCS Confidential 8

Role Resource Name Responsibilities

• Undertake weekly call monitoring to ensure adherence to quality & compliance requirements

• Conduct weekly calibrations with TLs and

Trainers to reduce variance in quality score

• Maintain quality & compliance scorecard for teams

• Responsible for outlier management

• Identify improvement areas, process mapping & redesign, root cause analysis, finding solutions, project & change management.

• Work closely with Training team to identify training need for associates and coach them accordingly

• Maintain all relevant documents for audit related requirement

Call Center Agent

Manager

Satyavani Tirumalaraju • Consistently deliver on the Service Level

Metrics defined for the process, to deliver

Superior Customer Service.

• Develop an Agent Schedule/ Daily Roster and track for schedule adherence/attendance and punctuality

• Track and monitor agent performance against targets.

• Provide feedback/ coaching to maximize agent performance.

• Monitor agent calls through Side-By-

Sides/Barge-Ins/ Floor Walking and provide appropriate feedback

• Take escalation/supervisory calls.

• Based on Quality scores, identify areas of improvement, and provide inputs to the agents accordingly

TCS Confidential 9

Role Resource Name Responsibilities

• Conduct daily team briefings to update them with any process/other changes that impact the process.

• Respond to client on all queries within 24 hours.

• Provide solutions / alternatives to client facing issues / concerns

IT Support

Technician

Avinash Singh TCS has a well-defined technology support group consisting of a Global Help Desk (GHD) team and a

Service Delivery team to address any IT related issues during BAU. We have a 24x7 Global Help

Desk (GHD) team to support any IT / technology related issues including but not limited to desktop, server, messaging, hardware software and network support.

The GHD IT support team can be reached through email, TCS ticketing tool or through voice for assistance.

TCS Service delivery teams at each Delivery

Centers provide hands-on support to trouble shoot and resolve issues promptly. This team confirms the reported issue gets closed in well-defined and stabilized SLAs.

Function/Technical

Lead

Steve Swansbrough • In addition to roles and responsibilities identified for Quality Manager and Staff trainer, the functional / technical lead should be the guardian of Knowledge within TCS

• Should work closely with agency

Functional / Technical Lead to change management of knowledge

Transition Manager Constantine “Dino” James

Sparto

• Responsible for the work movement from

Agency to TCS. Work with Agency program manager to enable people prior to training. Track and report the status of training. Timely flagging of risks and challenges for Agency resolution.

TCS Confidential 10

Role Resource Name Responsibilities

Conduct transition review and Tollgate meetings.

1.10 Subcontractors

TCS is not engaging any subcontractors for this engagement.

TCS Confidential 11

2. Technical Response

2.1 Understanding of the Business Requirements

Introducing TCS

Tata Consultancy Services (TCS) is pleased to submit our response to the State of Nebraska Department of Labor

(NEDOL) in response to Request for Proposal, Solicitation Number: 121962O3, Call Center Support

Services for the Unemployment Insurance program.

TCS is one of the most valuable IT services companies in the world. Why are we valued so highly? We believe the answer lies in the distinct way we work with our customers, focusing on desired outcomes and the best path to achieve common goals. Our customers have rewarded this approach by retaining our services; we are retained by over 95% of our customers.

Building On Belief – Over and over, this is what our customers tell us is most important to them. We will deliver on our commitments and focus on making this

Unemployment Insurance Call Center project successful. We always go-live, we meet our service level agreements, and we deliver on our promises to our clients.

We are also pleased to have Salesforce Public Sector Solutions, a Modified Off-The-Shelf (MOTS) system, as a critical partner to provide CRM services for this initiative. Salesforce presents a superior approach compared to both purely Commercial Off-The-Shelf (COTS) products and custom-built platforms. While

COTS solutions offer initial speed and perceived cost savings, they inherently limit an organization's control over their environment. Customers often find themselves unable to configure essential changes, modify critical workflows to align with specific judicial processes, or adapt to evolving needs, leading to operational bottlenecks and a system that feels misaligned rather than empowering. This rigidity can stifle innovation and force the court system to conform to the software rather than the other way around.

Understanding the Current Business Requirements

TCS has reviewed the RFP, associated artifacts and call volumes and trends associated with the Agency as it exists today, summarized in the following graphic:

The Team TCS Difference

• Commitment to Nebraska – TCS pledges to work collaboratively with all State Stakeholders

• Innovation and Automation – TCS will provide innovation and automation crucial to the achievement of successful outcomes for the State of Nebraska

• Experience – TCS is a leading Innovator in NextGen Contact Center Modernization

• Low Risk – Highly financially stable, we leverage our financial security to lower risk for NEDOL

TCS Confidential 12

While the state agency NEDOL Unemployment Insurance RFP articulates a preference for a traditional lift and shift model with a focus on immediate FTE backfill, TCS believes that the traditional model of staffing a call center misses the current opportunities of innovation and optimization to improve customer service and business operations, and to minimize the risk of relying on consistent FTEs for staffing continuity. We hypothesize that this approach alone will not address systemic inefficiencies, agent performance variability, or long-term constituent’s consumer grade experience goals that will drive the following outcomes:

• Deflect traffic from traditional agent-handled calls to digital channels (AI bots, digital agents), reducing overall needs for FTEs.

• Improvement on First Call Resolution (FCR) and Mean Time to Resolve (MTTR) due to digital screening and increased access to information on various digital channels.

• Improved resolution and reduced wait times will increase customer service and satisfaction scores

• The improved experience at the Level 1 contact center will increase productivity and reduce impacts on the Level 2 NEDOL desk.

Our vision for the “to-be” model is represented in the graphic below:

The ebras a Department of abor DO is loo ing for quali ed bidders to provide rst er call center services for the nemployment nsurance Claims Center. DO requires addi onal cons tuent service resources to answer inbound calls.

compliant ours of opera ons : onday to riday A to CST

Ewor s CR Telephony R s w h w

Annual interac on volume is which includes only voice calls with English Spanish languages onshore orth America only

ASA : minutes A T : minutes ACW : . minutes Abandoned Call ercentage: Repeat Caller ercentage: Scheduled Callbac ercentage: CSAT : or greater

TCS Confidential 13

TCS Customer Experience Management (CEM) Capabilities

TCS specializes in performing end-to-end activities for the full range of Customer Experience Management functions through multiple channels such as inbound and outbound calls, email, web, social media, and chat. TCS delivers multiple contact center services for global customers and has built a deep domain experience and understanding of client requirements, both from an operations and technology leadership perspective.

TCS delivers contact center services to over 100 clients across the world using our Global Network Delivery

Model™ and provide 24x7 support delivery center models customized to our customers’ business objectives. This helps us to provide customized models yet deliver scalability, economies of scale, and business continuity options to our clients.

We handle more than 100 million interactions per annum, supporting more than 40 languages from 25+ sites, and a workforce of 23,000+ for 13 industry verticals. We believe that viability of operations will come from re-imagining the traditional contact center function. The call centers of the future can and should transform into Digital Engagement Centers: hubs of omni-channel, digital interactions using web chat, social media, Gen AI bots, mobile/SMS, and of course voice and email.

TCS has extensive experience deflecting contact center volumes from high-cost channels such as Voice to

Self-Service and alternate low-cost channels to demonstrate increased customer satisfaction and experience while also reducing costs by means of providing Gen AI digital self-service options. There are three results that TCS focuses on through such initiatives: Eliminate – Deflect – Enrich:

• Eliminate incoming calls through proactive communications and digital self-help channels.

• Deflect incoming calls to lower cost through features such as webchat, email, and social media.

• Enrich customer and agent experience through customer 360 view, agent assist solutions, and customized next-best-actions (NBAs).

TCS Confidential 14

With the help from our partners at Salesforce, Agentforce is a leading digital labor platform designed for the scalable creation and deployment of AI agents. Its primary function is to augment human employees and enhance customer experiences by embedding AI intelligence directly into various business processes.

Agentforce is a "complete, extensible, and open platform" for developing and deploying digital labor solutions. It uniquely integrates "humans + AI + data + action" to drive customer success. Agentforce agents are designed to operate autonomously, capable of retrieving relevant data, constructing dynamic action plans for tasks, and executing these plans independently, all while adhering to the organization's specific operational guidelines.

The platform is built upon and deeply integrated with Salesforce's foundational strengths in Customer

Relationship Management (CRM), specifically its Customer 360 platform, and its advanced AI capabilities.

For data integration, Agentforce offers real-time access to diverse data sources through Salesforce Data

Cloud, encompassing structured and unstructured data, company knowledge articles, existing CRM data, and external data lakes. The use of metadata is crucial, as it provides agents with the necessary context of the business and the range of available actions. At its core, Agentforce utilizes the "Atlas Reasoning

Engine," which employs advanced Retrieval Augmented Generation (RAG).

There is a significant opportunity to deliver greater value and long-term outcomes by evolving the engagement into a Consult – Transform - Operating C2O model. Our hypothesis is:

The agency can achieve up to 25-30% cost savings and 20-35% operational efficiency improvement by transitioning from a resource -fulfillment model to a phased consult – to - transform – to operate model over a 12 -18-month period.

Commented [JG3]: Specifics of the alternative approach contain details that are TCS-specific and reveal potential secrets.

TCS Confidential 15

Our belief is that transformation does not need to delay continuity. We can fulfill short-term needs while progressively modernizing the contact center to drive measurable ROI.

This approach ensures:

• Risk-free FTE ramp-up meets short-term business continuity needs.

• A structured consultative phase to assess current pain points and performance gaps.

• An agile transformation roadmap aligned with KPIs such as CSAT, AHT, FCR and cost-per-contact.

• A scalable operating model that evolves with client’s business and constituent expectations.

We propose a comprehensive phased solution that meets the state agency’s immediate need for a TE call center team while laying the foundation for operational transformation that enhances constituent experience, reduces cost -to – serve and improve K ’s The following graphic represents our overall approach:

Phase 1

Consult & Co-Create

- Conduct CX diagnostic, process mining and performance benchmarking.

- Identify at least 5-8 automation or optimization opportunities across voice and digital channels.

- Design a future state roadmap with target KPIs:

- CSAT improvement: +12% within 6-9 months

- AHT reduction: 10-15% through knowledge tools and assistive AI

- FCR improvement: 15-20% via training and journey redesign

- Single channel of communication to Omnichannel

- Reduce ~70,000 calls to an approximate annual volume of 35,000 – 40,000 calls.

- ~20FTE to 10FTE

Phase 2

Transform and Operate

- Implement an AI led omnichannel strategy, leveraging speech analytics, knowledge management, and real time agent assist tools.

- Redesign workforce management with performance dashboards, coaching frameworks, and agent enablement.

- Operate under a shared success model that delivers continuous value through automation-led efficiency and improved constituent outcomes.

Phase 3

Fulfill & Stabilize

- Deploy skilled FTE with relevant domain and functional expertise.

TCS Confidential 16

- Knowledge transfer & SLA based transition ensuring zero disruption to current operations.

- Conduct diagnostics on process gaps, constituent experience, and agent performance.

Strategic Value

- Faster ROI via early automation wins and optimize agent productivity.

- Cost predictability with a shift from a pure FTE based model to an outcome-focused engagement.

- Improved customer satisfaction and agent retention through digital enablement and coaching support

We do respect the state agency’s current need for resource fulfilment but strongly recommend a phased consult to transform to operate model to unlock operational excellence and elevate constituents experience sustainability. We are confident in our ability to be a strategic partner, not just a staffing vendor. As you will find in our pricing proposal, we have included pricing for the traditional model as well as the transformed, alternative approach.

2.2 Detailed Project Work Plan

The journey for transformation and implementation is included below. TCS will work with NEDOL and the incumbent vendor to define a specific project plan.

2.3 Deliverable and Due Dates

The following are deliverables and the associated dates:

Deliverable Estimated Due Date

Due Diligence / Consult to Operate September 15, 2025

TCS Confidential 17

Operation model confirmed September 30, 2025

Agents hired and initial training performed December 1, 2025

System configuration completed December 31, 2025

Agent training completed January 15, 2025

2.4 Attachment #1: Required Bidder Response

Please see attached Microsoft Excel document as per the RFP.

2.5 Cost Proposal

Please see attached Microsoft Excel document as per the RFP.

TCS Confidential 18

Assumptions

• The project start date depends on the contract signing date. We currently estimate the start date to be approximately 6-8 weeks after contract signing.

• TCS has considered 71,000 annual call volumes and assumed 10 mins AHT for FTE estimations.

This will be further validated during next phase / Due Diligence phase and subject to change based on Intraday / peak volumes, SL KPI (AHT occupancy) historical performance for in-scope services.

• The proposed solution and FTE numbers will be re-validated during the due diligence/baselining phase during transition. Intraday arrival patterns (IDP) data has not been provided and will be gathered & validated during next phase / Due Diligence. Any volume variance more than +/-10% resulting in subsequent revision in effort and charges will be taken up through a change management process upon mutual agreement.

• SLAs: All S A’s will be validated and agreed during pre-contract due diligence based on last 12 months of historical performance data (including definition, calculation, and exclusions) and base-lined during first 90 days of operations post go live (service stabilization phase). SLAs will be monitored but will not be in effect until 6 months post Business as Usual (BAU).

• Forecasting: We assume NEDOL will share advance rolling forecast of 90 days for all countries as locked /committed volume for in-scope channels, variance in Locked V/s Actual volumes might change the FTE requirement in future.

• Volume Any backlog volume is not considered as part of current scope

• Agent Skills: Solution assumes standard contact center resources, any agent level Licenses or

Certifications specific to NEDOL requirements is not included in the proposal

• Audits/certifications: Any specific requirement of audit and/or certifications (like PCI DSS) at program level need to be mutually agreed and has not been included in the proposal as per confirmation in clarification questions

• Knowledge Transfer - It is assumed that NEDOL will provide all the required knowledge, documentation, training, accesses, and resources that covers all customer specific processes, systems, and procedures as per scope in accordance with the transition timeline

• Systems / Platforms: TCS solution includes Omni-channel contact center (Genesys CX 2) implementation, license and maintenance and Salesforce licensing. Communication charges

(calls, text etc.) to be borne by NEDOL for contact center platform usage

• Delivery Centers: TCS Cincinnati (Ohio) Delivery Center is considered

• All In-scope applications and Internet based URLs will be accessed within Customer Citrix VDI environment. NEDOL VDI access will be done using 2FA on Mobile phone(Authy App)

• Desktops and Others: TCS will provide Hardened Laptops. Additional monitors are not factored in.

• Wintel Services: TCS Shared Wintel services ( AD, EDR) will be leveraged for endpoint compliance.

• Office O365 licenses will be provided for TL/Managers only. For TCS agents, NEDOL O365 license will be leveraged within NEDOL Citrix VDI.

• USB headsets are considered in our proposal

TCS Confidential 19

• Standard Reporting and Recording has been considered. Recording retention period has been considered for 30 days and can be stored further or will be transferred to NEDOL provided storage based on business requirement.

• Out of scope - Screen recording, screen pop up, multimedia, ASR, TTS.

• Out of scope: TCS provided MPLS Connectivity, TCS provided Internet Connectivity at NEDOL data center if any. TCS Email, Local File server/Printer/scanner/FAX . Any tool hosting at TCS Delivery /

Data Center

• PCIDSS Certification or compliance is not considered for this engagement.

Salesforce Licensing Assumptions

• Salesforce is a leading provider of innovative cloud services, continuously advancing our technology. We have made a diligent effort to provide accurate and current responses to your request as of the date of this response. Please be aware that Salesforce's procedures and policies may evolve over time, and we regularly introduce multiple major release upgrades each year.

Consequently, the information provided herein may be subject to change.

• se of Salesforce’s online software services will be detailed in the applicable agreement executed by Salesforce’s authorized reseller. The agreement will delineate the rights and responsibilities of the parties and state that any purchases are not contingent upon the delivery of future functionality or features, nor dependent on any public comments made by Salesforce regarding such future functionality or features.

• While we strive to provide comprehensive and accurate information, please note that the responses provided herein are for informational purposes only and are not intended to form part of a final contract. All information shared in this response is subject to the confidentiality terms outlined in the applicable agreement between you and Salesforce’s authorized reseller.

• This response includes confidential and proprietary data that shall not be disclosed outside the recipient organization and shall not be duplicated, used, or disclosed—in whole or in part—for any purpose other than to evaluate this response. If a contract is awarded to a Salesforce authorized reseller in connection with the submission of this data, then the recipient shall have the right to duplicate, use, or disclose the data to the extent provided in the resulting contract.

Except to the extent prohibited by the express terms of the solicitation, the confidential and proprietary data herein is provided with the expectation that it will be exempt from disclosure under applicable federal, state, or local laws.

TCS Confidential

Tata Consultancy Services is a purpose-led transformation partner to many of the world’s largest businesses. For more than 50 years, it has been collaborating with clients and communities to build a greater future through innovation and collective knowledge.

TCS offers an integrated portfolio of cognitive powered business, technology, and engineering services and solutions. The company’s 600,000+ consultants in 46 countries help empower individuals, enterprises, and societies to build on belief.

Visit www.tcs.com and follow TCS news at @TCS_News.

About Tata Consultancy Services (TCS)

All content / information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted, or distributed in any form without prior written permission from TCS. Unauthorized use of the content / information appearing here may violate copyright, trademark, and other applicable laws, and could result in criminal or civil penalties.

Copyright © 2024 Tata Consultancy Services Limited

SPB Form 22 | RFP Template | Effective 12162024

CONTRACTUAL AGREEMENT FORM

By signing this Contractual Agreement Form, the bidder guarantees compliance with the provisions stated in this solicitation and agrees to the terms and conditions unless otherwise indicated in writing and certifies that bidder is not owned by the Chinese Communist Party.

THIS FORM MUST BE SIGNED MANUALLY IN INK OR BY DOCUSIGN

COMPANY: Tata Consultancy Services

ADDRESS: 379 Thornall Street Edison, NJ 08837

PHONE: 503.789.6129

EMAIL: John.griffin@tcs.com

BIDDER NAME & TITLE: John Griffin – Director, Business Development

SIGNATURE:

DATE: June 27, 2025

VENDOR COMMUNICATION WITH THE STATE CONTACT INFORMATION

(IF DIFFERENT FROM ABOVE)

NAME:

TITLE:

PHONE:

EMAIL:

BIDDER MUST COMPLETE THE FOLLOWING

Per Nebraska’s Transparency in Government Procurement Act, Neb. Rev Stat § 73-603, DAS is required to collect statistical information regarding the number of contracts awarded to Nebraska Vendors. This information is for statistical purposes only and will not be considered for contract award purposes.

_____ NEBRASKA VENDOR AFFIDAVIT: Bidder hereby attests that bidder is a Nebraska Vendor.

“Nebraska Vendor” shall mean any bidder who has maintained a bona fide place of business and at least one employee within this state for at least the six (6) months immediately preceding the posting date of this Solicitation. All vendors who are not a Nebraska Vendor are considered Foreign Vendors under Neb. Rev Stat § 73-603 (c).

_____ I hereby certify that I am a Resident disabled veteran or business located in a designated enterprise zone in accordance with Neb. Rev. Stat. § 73-107 and wish to have preference, if applicable, considered in the award of this contract.

_____ I hereby certify that I am a blind person licensed by the Commission for the Blind & Visually Impaired in accordance with Neb. Rev. Stat. § 71-8611 and wish to have preference considered in the award of this contract.

Deliverable Section Summary of Total Project Costs Annual Cost Year 1 Optional Renewal One Annual Cost Optional Renewal Two Annual Cost Optional Renewal Three Annual Cost Optional Renewal Four Annual Cost V.B.6.b.i Interpretation expenses (paid biweekly) $100,000.00 $100,000.00 $100,000.00 $100,000.00 $100,000.00 V.D. a Project Planning and Management $80,000.00 $0.00 $0.00 $0.00 $0.00 V.D. b Outline and phase management $70,000.00 $0.00 $0.00 $0.00 $0.00 V.D. c Daily First Tier Support and call reporting (paid biweekly) $2,319,000.00 2,292,360$ 2,367,620$ 2,444,839$ 2,524,074$

Total Project Costs $2,569,000.00 $2,392,360.00 $2,467,620.00 $2,544,839.00 $2,624,074.00

Alternative Costs: Next Generation Contact Center (indicative…to be validated / confirmed with initial consulting engagement…included in cost) Deliverable Section Summary of Total Project Costs Annual Cost Year 1 Optional Renewal One Annual Cost Optional Renewal Two Annual Cost Optional Renewal Three Annual Cost Optional Renewal Four Annual Cost V.B.6.b.i Interpretation expenses (paid biweekly) $75,000.00 $75,000.00 $75,000.00 $75,000.00 $75,000.00 V.D. a Project Planning and Management $80,000.00 $0.00 $0.00 $0.00 $0.00 V.D. b Outline and phase management $70,000.00 $0.00 $0.00 $0.00 $0.00 V.D. c Daily First Tier Support and call reporting (paid biweekly) $1,739,250.00 $1,490,034.00 $1,420,572.00 $1,442,455.01 $1,463,962.92

Total Project Costs $1,964,250.00 $1,565,034.00 $1,495,572.00 $1,517,455.01 $1,538,962.92

COST PROPOSAL

NDOL Call Center Support for Unemployment Insurance Services

RFP 121962 - o3 Bidder’s Name: Tata Consultancy Services

Bidder to complete the following cost proposal, which shall include all costs of staffing including labor, employee benefits and all statutory employment costs and all other direct costs of operating the call center as described in Section V of the RFP.