Attachment C - Cost Proposal.xlsx

This is a Cost Proposal attachment for a Contact Center Services Request for Proposals (RFP No. 26-83111500-RFP) issued by the Florida Department of Management Services to establish a statewide term contract. The solicitation seeks vendors capable of providing both single-tenant and multi-tenant contact center solutions with capabilities including skills-based routing, Interactive Voice Response (IVR) with speech recognition supporting multiple languages (English, Spanish, and Creole), call recording with screen capture, workforce management, Computer Telephony Integration, omni-channel support, and virtual hold functionality. Single-tenant system pricing must be provided for configurations supporting up to 50 agents, up to 100 agents, and up to 300 agents. Proposals are due by 10:00 AM Eastern Time on March 17, 2026, with public opening at 11:00 AM the same day. The evaluation period is scheduled from March 31, 2026, through April 14, 2026, with a Notice of Intent to Award planned for May 4, 2026. The contract includes an initial three-year term with potential for renewals. Questions from potential respondents are due by 5:00 PM Eastern Time on January 26, 2026.

All pricing must be submitted in U.S. dollars to the third decimal place and will be considered ceiling pricing for every year of the term contract and all renewal years, subject to compliance with Section 2.8.2 of the RFP. The cost proposal format includes separate pricing structures for single-tenant and multi-tenant systems, with multi-tenant pricing based on per-unit measurements including per-agent fees, per-supervisor fees, per-port fees for IVR services, call rates for system access (local access, toll-free, and domestic long distance), and professional services hourly rates. 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 interests. Respondents must comply with mandatory vendor eligibility requirements, including certification of no offshoring, E-Verify compliance, and various attestation forms. Submission must be made electronically through the MyFloridaMarketPlace Sourcing Event via the SAP Business Network, with all instructions strictly limiting modifications to the cost proposal format.