3202500130 Addendum No 1.pdf

This is Addendum No. 1 to Request for Proposals 3202500130 issued by the Texas Workforce Commission (TWC) for Customer Care Contact Center Services. The solicitation seeks qualified vendors to provide auxiliary contact center services to enhance existing TWC operations by handling telephone, email, and chat communications across various program areas during periods of heightened call volumes. Agents must be physically located in the United States, preferably in Texas. Proposals were due by May 16, 2025 at 10:00 a.m. Central Time. The initial contract term is one year with options to extend for four additional one-year terms. The evaluation process allocates thirty percent weight to Cost Proposal, thirty percent to Qualifications/Experience/Past Performance, and forty percent to Proposed Solution.

The solicitation includes a state-mandated Historically Underutilized Business (HUB) goal of twenty-six percent, requiring respondents to submit a comprehensive HUB Subcontracting Plan. Vendors must maintain extensive insurance coverage including Commercial General Liability ($2,000,000), Comprehensive Automobile Liability ($1,000,000), Umbrella Liability ($25,000,000), Professional Liability ($5,000,000), and Cyber/Privacy Liability Insurance ($5,000,000). The contract will utilize a task order structure, allowing TWC flexibility in allocating services among successful respondents. Successful vendors must provide agents, technology, equipment, and reporting capabilities while adhering to strict data protection and privacy standards through execution of a comprehensive Data Use Agreement and Security and Privacy Inquiry Form.