Addendum No. 2 - Posted 3.3.26.pdf
PDF 127 KB Posted
- Attached to
- Contact Center Services RFP
- Solicitation number
- RFP-14821
- Issued by
- Florida
About this file
Addendum No. 2 to the Contact Center Services RFP is issued by the Florida Department of Management Services to modify the Request for Proposals (RFP No. 26-83111500-RFP) for establishing a statewide term contract providing comprehensive contact center solutions. The solicitation seeks vendors capable of delivering single-tenant and multi-tenant contact center services, including automatic call distribution (ACD), interactive voice response (IVR), reporting and analytics, call recording, and workforce management capabilities for state agencies. Proposals must be submitted electronically through the MyFloridaMarketPlace Sourcing Event via the SAP Business Network by 10:00 AM Eastern Time on March 17, 2026, with public proposal opening at 11:00 AM the same day. Questions from potential respondents are due by 5:00 PM Eastern Time on January 26, 2026. The evaluation period is anticipated to occur from March 31, 2026, through April 14, 2026, with a Notice of Intent to Award planned for May 4, 2026. The contract will be structured with an initial three-year term and potential for renewal options. The Department intends to make multiple statewide awards but reserves the right to award to one or multiple respondents by region or make no award based on the state's best interest.
Evaluation of proposals will be based on a total of 1,160 points, with 660 points allocated to the Technical Proposal and 500 points for the Cost Proposal. Pricing will be submitted as ceiling rates that can be negotiated lower in individual Customer Scope of Work agreements, with various service tiers including single-tenant systems for up to 300 agents and multi-tenant system features. Vendors must satisfy mandatory responsiveness requirements, including verification that they are not on the Suspended Vendor List, Convicted Vendor List, Discriminatory Vendor List, Antitrust Violator Vendor List, or Forced Labor Vendor List. Additional compliance requirements include certification of no offshoring, adherence to E-Verify requirements, submission of Drug Free Workplace Certification, and Foreign Country of Concern Attestation. Respondents must provide detailed information about proposed subcontractors and their certification status. No specific budget range is explicitly stated; however, the comprehensive nature and statewide scope suggest significant contract value.
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Text version
The State of Florida
Department of Management Services
Request for Proposals (RFP)
Contact Center Services
RFP No: 26-83111500-RFP
Addendum No. 2: Timeline of Events Revision
Addendum No. 2
The Department hereby amends RFP No: 26-83111500-RFP as noted within this Addendum. For revisions, yellow highlights represent additions and strikethroughs represent deletions. In the event of a conflict between previously posted information and the information contained herein, the information herein shall control. The information included in this addendum is hereby made part of this solicitation.
Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under chapter 120, Florida Statutes. Any protest concerning this agency decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or U.S. mail at Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, FL 32399-0950.
Protests may also be filed by fax at 850-922-6312 or by email at agencyclerk@dms.fl.gov. It is the filing party’s responsibility to meet all filing deadlines.
The Procurement Officer should be copied in such filings.
Please note: This addendum does not need to be returned with the proposal.
RFP No: 26-83111500-RFP is hereby amended as follows:
RFP Section 1.1, Timeline of Events, is hereby amended as follows:
1.1 Timeline of Events
The table below contains the Timeline of Events for this solicitation. The dates and times within the Timeline of Events are subject to change. It is the responsibility of the Respondent to check for any changes on the Vendor Information Portal (VIP) and in the Business Network.
Respondents shall not rely on the Business Network time clock. It is not the official submission date and time deadline. In the event of a technical malfunction or discrepancy in VIP or in the Business Network, the Timeline of Events listed in this solicitation document shall prevail. The official solicitation dates and time deadlines are reflected in the Timeline of Events.
REMAINDER OF PAGE LEFT INTENTIONALLY BLANK
mailto:agencyclerk@dms.fl.gov
Timeline of Events
Event
Time (Eastern Time) Date
Solicitation posted on VIP and in the Business Network January 13, 2026
Deadline to submit questions in the Business Network 5:00 PM January 26, 2026
Anticipated date of posting Q&A on VIP and in the Business Network
February 9. 2026 March 3, 2026
March 31, 2026
Deadline to submit Proposals and all required documents in the Business Network 10:00 AM
March 17, 2026 April 7, 2026 May 12, 2026
Public meeting:
Proposal Opening (non-mandatory) Department of Management Services 4050 Esplanade Way, Conference Room 101 Tallahassee, FL 32399-0950 or Conference Call # 888-585-9008 Conference Room # 145-153-086
11:00 AM
12:00 PM
March 17, 2026 April 7, 2026 May 12, 2026
Anticipated period for evaluations
March 31, 2026 – April 14, 2026
April 21, 2026 – May 12, 2026
June 2, 2026 – June 30, 2026
Anticipated date to post Notice of Intent to Award on VIP and in the Business Network
May 4, 2026 June 2, 2026 July 21, 2026
Anticipated Term Contract start date Upon execution
1.1 Timeline of Events
File details come from the government source that posted it. Updated .