Attachment C - Cost Proposal.xlsx

Attachment C - Cost Proposal for Florida Department of Management Services Contact Center Services RFP

This cost proposal attachment establishes the pricing framework for RFP No. 26-83111500-RFP issued by the Florida Department of Management Services to procure statewide contact center services. Respondents must submit all prices in U.S. dollars to the third decimal place for both single-tenant and multi-tenant system configurations. The solicitation requires pricing for single-tenant systems supporting capacity tiers of up to 50 agents, up to 100 agents, and up to 300 agents, each including specified features such as skills-based routing, IVR with speech recognition in multiple languages (English, Spanish, and Creole), IVR with text-to-speech, call recording with screen capture, one terabyte of call recording storage, workforce management, Computer Telephony Integration, multi-channel capabilities, and virtual hold functionality. Call rates must also be provided for system access on a per-minute basis for local, toll-free, and domestic long-distance services. Proposals are due by 10:00 AM Eastern Time on March 17, 2026, with public proposal opening at 11:00 AM the same day, and the evaluation period is anticipated 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 renewal options.

For multi-tenant offerings, respondents must provide monthly pricing for numerous service components measured by various units including per-agent, per-supervisor, per-port, per-client, per-minute, per-email, per-text, per-fax, per-gigabyte, and per-hour measurements. All submitted prices will be considered ceiling pricing for the entire initial term and all renewal years, and respondents must comply with Section 2.8.2 of the RFP regarding pricing terms. Respondents are prohibited from altering any cells in the cost proposal or modifying its formatting. The Department reserves the right to make multiple statewide awards or award to one or multiple respondents by region, and pricing submitted may be negotiated lower in individual customer scope of work agreements.