121963 O3 Public Support Ventures File 4 of 4.xlsx
XLSX spreadsheet 13 KB Posted
- Solicitation number
- 121962 O3
- Issued by
- Douglas County, Nebraska
About this file
This document is a cost proposal submitted by Public Service Ventures for the Nebraska Department of Labor's (NDOL) Request for Proposal (RFP) 121962 for call center support for Unemployment Insurance services. The solicitation seeks a vendor to manage approximately 71,000 annual calls, including 5,000 non-English speaking inquiries, with service hours from 8:00 AM to 5:00 PM CST, Monday through Friday. The contract is for an initial one-year term with options for four additional one-year renewals, with proposals due by June 27, 2025, and an anticipated contract award date of September 10, 2025.
The cost proposal details annual project costs totaling $989,688, broken down into categories including interpretation expenses ($98,946), project planning and management ($57,018), and daily first-tier support and call reporting ($776,706). The vendor must provide a Customer Relationship Management (CRM) system, maintain multilingual support with at least 10% of agents fluent in English and Spanish, and meet specific performance metrics including an Average Speed to Answer of 3 minutes, Average Handle Time of 10 minutes, and a Customer Satisfaction Score of 85% or higher. The proposal requires a secure, dedicated onshore U.S. call center with comprehensive reporting capabilities and the ability to handle fluctuating demand during peak periods.
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Text version
Sheet1
| COST PROPOSAL |
| NDOL Call Center Support for Unemployment Insurance Services |
RFP 121962 - o3
Bidder’s Name: Public Service Ventures
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.
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.
| 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) | $98,946.00 | $98,946.00 | $98,946.00 | $98,946.00 | $98,946.00 |
| V.D. a | Project Planning and Management | $57,018.00 | $114,036.00 | $114,036.00 | $114,036.00 | $114,036.00 |
| V.D. b | Outline and phase management | $57,018.00 | $0.00 | $0.00 | $0.00 | $0.00 |
| V.D. c | Daily First Tier Support and call reporting (paid biweekly) | $776,706.00 | $776,706.00 | $776,706.00 | $776,706.00 | $776,706.00 |
Total Project Costs $989,688.00 $989,688.00 $989,688.00 $989,688.00 $989,688.00
File details come from the government source that posted it. Updated .