Attachment C - Cost Proposal REVISED 3.31.2026.xlsx
XLSX spreadsheet 28 KB Posted
- Attached to
- Contact Center Services RFP
- Solicitation number
- RFP-14821
- Issued by
- Florida
About this file
Cost Proposal for Contact Center Services RFP - Florida Department of Management Services
This is a revised cost proposal document for the Florida Department of Management Services' Contact Center Services RFP (No. 26-83111500-RFP), which seeks to establish a statewide term contract for comprehensive contact center solutions. The RFP solicits proposals for single-tenant and multi-tenant contact center services, including automatic call distribution, interactive voice response, reporting and analytics, call recording, and workforce management capabilities. Proposal submissions were due by 10:00 AM Eastern Time on March 17, 2026, with public proposal opening scheduled for 11:00 AM the same day. The evaluation period is anticipated to run from March 31 through April 14, 2026, with a Notice of Intent to Award scheduled for May 4, 2026. The contract structure includes an initial three-year term with potential 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 interests.
Pricing is to be submitted as ceiling rates that may be negotiated lower in individual Customer Scope of Work agreements, with cost proposals valued at 500 of the total 1,160 evaluation points. Vendors must submit detailed pricing information for various service tiers, including single-tenant systems accommodating up to 300 agents and multi-tenant system features. While no specific budget range is explicitly stated in the available documentation, the comprehensive nature of statewide contact center services suggests significant contract value. Mandatory responsiveness requirements restrict participation to vendors not appearing on various exclusion lists, and all respondents must comply with certification requirements including E-Verify verification, Drug Free Workplace Certification, and Foreign Country of Concern attestations. The cost proposal document is marked as revised as of March 31, 2026, indicating updates made during the proposal evaluation period.
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Text version
Category 1 - Single Tenant
26-83111500-RFP
REVISED Attachment C - Cost Proposal Contact Center Services - Category 1: Single-Tenant
Instructions:
Provide responses for all yellow-highlighted cells. Each response must be in the form of one (1) price. Responses which are not in the form of one (1) price will not be scored, and the Department may find the Respondent non-responsive for that Service Category.
All prices must be in U.S. dollars. Prices can be provided to the third decimal place.
All submitted prices will be considered ceiling pricing for every year of the Term Contract and all renewal years. Price increases will not be accepted, including during renewal years. Respondents shall not submit additional prices for renewal years.
Respondent's proposed prices must comply with the terms in Section 2.8.2 2.7.2 of the RFP.
Do not alter any cells in this tab of the Cost Proposal. Do not modify formatting in the Cost Proposal.
| System Requirements | System Capacity | Monthly Price |
| Single tenant contact center with: skills based routing, IVR with speech recognition with multiple language support (English, Spanish and Creole), IVR with text to speech, call recording with screen capture, 1 terabyte of storage of call recordings, workforce management, Computer Telephony Integration, Multi-channel (omni-channel) (email, web portal, etc), and virtual hold. | ||
| up to 50 agents | ||
| up to 100 agents | ||
| up to 300 agents | ||
| Call rates for system access | Rates | |
| Per minute pricing for local access | ||
| Per minute pricing for toll-free | ||
| Per minute pricing for domestic long distance |
ITN DMS-17/18-004
SUNCOM Communication Services Second Revised Attachment G - Component Price Sheet Page &P of &N
Category 2 - Multi Tenant
26-83111500-RFP
REVISED Attachment C - Cost Proposal Contact Center Services - Category 2: Multi-Tenant
Instructions:
Provide responses for all yellow-highlighted cells. Each response must be in the form of one (1) price. Responses which are not in the form of one (1) price will not be scored, and the Department may find the Respondent non-responsive for that Service Category.
All prices must be in U.S. dollars. Prices can be provided to the third decimal place.
All submitted prices will be considered ceiling pricing for every year of the Term Contract and all renewal years. Price increases will not be accepted, including during renewal years. Respondents shall not submit additional prices for renewal years.
Respondent's proposed prices must comply with the terms in Section 2.8.2 2.7.2 of the RFP.
Do not alter any cells in this tab of the Cost Proposal. Do not modify formatting in the Cost Proposal.
| Service or Feature Name | Measurement | |
| Unit | Monthly Price | |
| Agent | per agent | |
| Supervisor | per supervisor | |
| Interactive Voice Response Dual-Tone Multi-Frequency | per port | |
| Interactive Voice Response with speech recognition | per port | |
| Interactive Voice Response text to speech | per port | |
| Interactive Voice Response speech recognition with multiple language support | per port | |
| Computer Telephony Integration | per agent | |
| Skills based routing | per agent | |
| Multi-channel (omni-channel) Access | per agent | |
| Virtual Hold | per port | |
| Workforce Management | per agent | |
| Desktop Agent Client | per client | |
| Mobile Agent Client | per client | |
| Call Recording with Screen Capture | per agent | |
| Storage of Call recordings | per gigabyte | |
| Voice Notifications | per minute | |
| Email Notifications | per email | |
| Short Message Service Notifications | per text | |
| Fax Notifications | per fax | |
| Local Access | per minute | |
| Long Distance - Domestic | per minute | |
| Toll Free | per minute | |
| Professional Services | per hour |
ITN DMS-17/18-004
SUNCOM Communication Services Second Revised Attachment G - Component Price Sheet Page &P of &N
Additional Costs
26-83111500-RFP
REVISED Attachment C - Cost Proposal Contact Center Services - Additional Costs
Instructions:
Respondents may provide any and all additional prices utilized for providing Contact Center Services. Tiered and bundled pricing for components listed in the other tabs of this Cost Proposal may be included. Pricing for this tab will not be competitively scored. Only services and features which correspond to Service Categories to which the Respondent is awarded under this RFP will be valid offerings under the resultant State Term Contract.
All prices must be in U.S. dollars. Prices can be provided to the third decimal place.
All submitted prices will be considered ceiling pricing for every year of the Term Contract and all renewal years. Price increases will not be accepted, including during renewal years. Respondents shall not submit additional prices for renewal years.
Respondent's proposed prices must comply with the terms in Section 2.7.2 of the RFP.
Do not modify formatting in the Cost Proposal.
Service or Feature Name Service Category(ies) Measurement Unit Price
File details come from the government source that posted it. Updated .