Attachment L_UI_Call_Center_RFP_Requirements Specs FINAL.xlsx

XLSX spreadsheet 101 KB Posted Jun 16, 2026

Attached to: UI CALL CENTER SERVICES 43-1389-26
Solicitation number: Doc2187036699
Issued by: North Carolina

About this file

Written by GovTribe AI · Jun 18, 2026

This is a Requirements and Specifications workbook for RFP 43-1389-26, a UI Call Center Services contract issued by the State of North Carolina Department of Employment Security (DES). The solicitation requires vendors to provide comprehensive call center operations supporting unemployment insurance claimants across multiple service channels including voice, chat, email, SMS, and social messaging. The workbook contains 148 total requirements organized into core requirements (22), additional requirements (114), and service level agreements (12), with detailed specifications across people staffing, technology solutions, security, data management, implementation services, and transition planning. Vendors must demonstrate compliance through completion of five worksheets: core requirements matrix, core specifications, additional specifications, SLA commitments, and pricing documentation. The engagement requires all personnel to be physically located within the United States with onshore-only service delivery, and vendors must provide at least three references from comparable government-sector or regulated public-service call center engagements demonstrating a minimum of five years of organizational experience in large-scale, high-volume call center operations.

The requirements specifications emphasize cloud-based platform delivery with AI-enabled conversational self-service capabilities, real-time operational dashboards, and comprehensive security controls including FedRAMP or GovRAMP compliance. Vendors must commit to specific SLAs including system availability of at least 99.9% monthly uptime, first call resolution rates, employee attrition targets, and digital containment rates measuring automation effectiveness. Implementation requirements include detailed transition planning with minimal service disruption (no more than four cumulative hours of downtime), proof-of-concept activities, comprehensive staffing plans with defined ratios, surge capacity capabilities for pandemic-level volume spikes, and post-go-live support including 30 days of complimentary transition assistance. All pricing must be submitted separately in a dedicated pricing workbook with detailed methodology and assumptions; no dollar amounts are permitted in the specifications worksheets. The contract includes provisions for data retention with a default seven-year retention period, secure export capabilities, 90-day post-termination access, and comprehensive audit reporting requirements.

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Other files

File	Type	Posted
RFP 43-1389-26 DES UI Call Center Services FINAL 6-16-26.pdf	PDF	Jun 16, 2026
Attachment L UI Call Center RFP Requirements Specs FINAL .xlsx	XLSX spreadsheet	Jun 16, 2026
Addenum 1 RFP 43-1389-26.pdf	PDF	Jun 16, 2026
Attachment L_UI_Call_Center_Pricing_Workbook FINAL.xlsx	XLSX spreadsheet	Jun 16, 2026

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oldSummary

Worksheet	Category	Sub Category	Number of Requirements	DES Reviewer Assigned	New Requirement Added
Core Requirements	People	Staffing	1	Michael Jackson
Core Requirements	Technology	Solution	4	Raju/Neelam/Crystal
Core Requirements	Technology	Security	8	Crystal
Core Requirements	Technology	Data Management	4	Neelam/Joseph	YES
Core Requirements	Implementation Services	Transition	5	Neelam/Joseph	YES
Core Requirements Total			22
Additional Requirements	People	Staffing	9	Michael Jackson
Additional Requirements	People	Training	8	Michael Jackson
Additional Requirements	People	Quality Assurance	6	Michael Jackson
Additional Requirements	Process	Cost Optimization	1	Michael Jackson
Additional Requirements	Process	Process Optimization	1	Michael Jackson
Additional Requirements	Process	Reporting	10	Michael Jackson
Additional Requirements	Technology	Solution	40	Raju/Neelam/Crystal	Potential Opportunity to Consolidate: Please Review the “Technology_Solution” Sheet
Additional Requirements	Technology	Chat Solution	5	Raju/Neelam/Crystal	Potential Opportunity to Consolidate: Please Review the “Technology_Solution” Sheet
Additional Requirements	Technology	Business Continuity and DR	6	Regina G/Joseph
Additional Requirements	Technology	Security	27	Crystal
Additional Requirements	Pricing	Licensing	1	Regina G/Joseph
Additional Requirements Total			114
SLA	SLA	(None)	12	Michael Jackson
SLA Total			12
Grand Total			148

00_Vendor Instructions UI Call Center RFP – Vendor Workbook Instructions and Examples

Purpose

This workbook contains the DES UI Call Center Requirements, Specifications, Service Level Agreements (SLAs), and references to the separate Pricing Workbook. Offerors must complete all required worksheets to demonstrate compliance and provide measurable, auditable commitments

Worksheets to Complete

1. 01_Requirement

Core requirement matrix. Vendors must complete all response fields for every Requirement listed, including mandatory staffing requirements, onshore-only requirements, and vendor experience requirements.

2. 02_Core_Specification

Detailed functional and operational Specifications. Vendors must complete every response field.

3. 03_Additional Specs

Additional required features, operational capabilities, and optional enhancements. Vendors must complete all response fields.

4. 04_SLA

Vendors must provide committed SLA targets, measurement methodology, service credit structure, and escalation steps.

5. 05_Pricing

All pricing must be entered in the Pricing Workbook.

Do not enter pricing in any Requirements or Specifications worksheets.

General Rules

1. Do not modify DES Requirement or Specification text, IDs, numbering, or worksheet structure.

2. All vendor response fields must be completed. Blank fields may be deemed non‑compliant.

3. Use drop‑down lists where provided (e.g., Comply, Configuration/Customization categories).

4. If the Vendor selects Partial, N, or Roadmap, they must provide:

Explanation

Limitations

Alternatives

Implementation timeline

5. Clearly state assumptions and dependencies (DES responsibilities, data sources, third‑party integrations).

6. Responses must be concise, specific, and describe how each Requirement/Specification will be fulfilled.

7. Responses must include updated DES requirements added in this version, including:

CR‑1A‑2: Onshore‑Only Service Delivery

CR‑1A‑3: Vendor Experience Requirement

Worksheet 01 & 02 – Compliance Guidance

Comply Values

1. Yes – Fully Compliant

2. Partial – Partially Compliant

3. No – Not Compliant

4. Roadmap – Planned future capability

Configuration / Customization Values

1. Out‑of‑the‑Box

2. Configuration

3. Customization

4. Third‑Party Integration

5. Not Applicable

Vendor Response Guidance

Describe how the vendor meets the Requirement/Specification.

Include features, processes, tools, or configuration steps.

Avoid one‑word responses.

Identify dependencies on DES, third parties, or data availability.

Worksheet 04 – SLA Guidance

For each SLA, the vendor must provide:

1. Performance Target

2. Measurement Methodology (formula, data source, measurement interval)

3. Service Credits (tiers, thresholds, invoice reduction %)

4. Escalation Steps

5. Assumptions & Dependencies

Service credit models must be objective, measurable, and auditable.

Worksheet 05 – Pricing Guidance

Pricing must be entered only in the UI Call Center Pricing Workbook.

Include itemized cost tables, unit definitions, volumes, and pricing assumptions.

Pricing entered in other worksheets will not be evaluated.

Pricing Clarification:

Certain Specifications in 03_Additional Specs require vendors to describe pricing methodology, pricing assumptions, billing approach, and commercial models.

These responses must NOT include any dollar amounts.

All numeric pricing, unit rates, cost tables, and financial values must be entered exclusively in the 05_Pricing workbook.

Example Completed Rows

Example rows in yellow are provided solely for guidance. Vendors must provide their own responses for all actual Requirements and Specifications.

Example Completed Rows (For Vendor Guidance Only – Do Not Modify or Submit)

The rows below are examples only to illustrate the expected level of detail when completing the Specifications Matrix.

Offerors must provide similar responses for all Specifications listed in the matrix.

Worksheet 01 & 02
Specification Category	Specification Sub Category	Specification Number	Additional Specifications that must be described in detail how the Vendor substantially conforms.	Vendor Attestation of their Compliance (Y / Partial / N / Roadmap)	Vendor MUST / SHALL describe how they substantially conform to these specifications. A separate WORD doc would be acceptable if there is not enough room in this column.	Configuration / Customization Required	Notes
People	Staffing	CR‑1A‑1	REQ‑1.2 Work Authorization: All proposed personnel must be physically located in the United States and legally authorized to work in the United States.	Y	All personnel assigned to the DES engagement will meet role‑specific KSAs as defined in standardized job descriptions for agents, supervisors, QA analysts, trainers, and workforce management staff. All personnel will be located within the United States and verified as legally authorized to work in the U.S. through standard onboarding and I‑9 processes.	Out‑of‑the‑Box	Staffing plan details and job descriptions will be included in the proposal.
Technology	Solution	CR‑3A‑1	The Contact Center solution must be a cloud‑based platform.	Y	The proposed contact center platform is delivered as a secure cloud‑based CCaaS solution hosted in FedRAMP‑authorized U.S. data centers. The platform provides high availability, built‑in disaster recovery, and elastic scalability to support fluctuating call volumes.	Out‑of‑the‑Box	Platform is fully cloud‑hosted and requires no on‑premises infrastructure.
Technology	Solution	CR‑3A‑2	The solution must support a minimum of both voice and chat channels and preferably additional interaction channels.

tc={C58A3BBF-5654-4ED1-84DC-A11A91B242A9}: [Threaded comment]

Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924

Comment:

I don’t see these on the requirements sheet - they are worded like requirements. Y The proposed solution supports voice and chat as baseline channels, along with SMS, email, and optional social messaging integrations. All channels are accessible from a unified agent desktop with integrated routing. Configuration Additional channels (e.g., SMS, email) can be enabled during implementation based on DES preferences.

I don’t see these on the requirements sheet - they are worded like requirements.

01_Requirements

Requirement Category	Requirement Sub Category	Requirement Number	Reuirements	Vendor Attestation as to Whether they Meet or Do Not Meet this Requirement (Yes or No)
People	Staffing	CR‑1A‑1	REQ‑1.2 Work Authorization: All proposed personnel must be physically located in the United States and legally authorized to work in the United States. REQ‑1.3 Onshore‑Only Service Delivery: The Vendor must perform all services—including call handling, customer support, supervision, training, quality assurance, analytics, and any back‑office processing—using personnel physically located within the United States. No offshore labor may be used for any portion of the work. REQ‑1.4 Subcontractor Compliance: Any subcontractors, affiliates, or third‑party service providers must also comply with the onshore‑only requirement. REQ‑1.5 Data Routing: Calls, recordings, customer data, and related processing (including IVR/ACD routing, QA, and analytics) must not be routed to, stored in, accessed from, or processed in any location outside the United States. Additional detail on the Requirement can be found in the RFP in Section 7.1 and also ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR - DISCLOSURE STATEMENT.
People	Vendor Experience	CR‑1A‑2	REQ‑2.1 Relevant Call Center Experience:

The Vendor must have a minimum of five (5) years of organizational experience operating large‑scale, high‑volume call centers in the government sector or comparable regulated public‑service environments.

REQ‑2.3 Evidence & References:

The Vendor must provide at least three (3) references for comparable government‑sector or regulated public‑service call center engagements. Each reference must include contract duration, program supported, scale of operations, and measurable performance results. Please complete ATTACHMENT G: REFERENCES in its entirety.

02_Key Specifications

Specification Category	Specification Sub Category	Specification Number	Key Specifications (these are specs that are more important to the system than other the Additional Specification tab)	Vendor Attestation of Compliance (Y / Partial / N / Roadmap)	Vendor must describe how they substantially conform to these specifications, including the extent of that conformance. If additional space is needed, a separate Word document may be submitted.	Configuration / Customization Required	Notes
Technology	Solution	CR-3B-1	Describe how the Contact Center solution will be a Vendor hosted cloud-based platform.
Technology	Solution	CR-3B-2	Vendor to describe how the solution offering will have a minimum of both voice and chat channels and preferably more service interaction channels.
Technology	Solution - AI-First Service Design and Virtual Agent Capability	CR-3B-3	Describe how your solution supports AI-enabled conversational self-service capabilities, including virtual agents and chatbot technologies capable of resolving common claimant inquiries without live agent involvement. Self-service channels to can be designed to lead the customer journey, routing interactions to live agents only when automated resolution is not possible. Describe how the solution can support seamless escalation from automated self-service to live agent interactions, while preserving conversation context, customer interaction history, authentication status, and case data. Describe the conversational AI architecture, including virtual agents, IVR automation, knowledge orchestration, and integration with live agent channels.
Technology	Solution	CR-3B-4	Describe how the solution can provide real-time dashboards displaying operational metrics including system status, agent activity, queue statistics, and SLA/KPI performance, with capability for trend analysis and historical reporting.
Technology	Security	CR-3B-5	Describe how the solution can have vendor personnel assigned to the engagement to sign and comply with the DES Non-Disclosure Agreement (NDA) prior to accessing any DES systems, data, or confidential information.
Technology	Security	CR-3B-6	Describe how the solution can disable system access for terminated personnel within 48 hours of termination and promptly notify DES. In that event, describe how any associated system licenses or user charges would be discontinued.
Technology	Security	CR-3B-7	Describe how all personnel assigned to perform work under the contract shall successfully pass a background check prior to receiving access to DES systems or confidential information.
Technology	Security	CR-3B-8	Describe how you will monitor those persons with access to Confidential Information to: (a) determine whether the job responsibilities of those persons continue to require access, (b) immediately remove access for any person who is determined to no longer need it, and; (c) take all necessary steps to ensure that any records which are in their possession or control are timely destroyed.
Technology	Security	CR-3B-9	Describe how the solution passwords for all DES-issued user accounts can be reset every 90 days.
Technology	Responsible AI Governance	CR-3B-10	Describe how the solution will provide automation potential of the proposed solution, including estimated digital containment rates or percentage of interactions that can be fully resolved without live agent involvement. Also describe: • projected automation and digital containment rates over the contract term • high-volume inquiry types suitable for automation • the methodology used to estimate automation potential • how automation performance will be measured, monitored, and continuously improved.
Technology	Responsible AI Governance	CR-3B-11	Describe how the solution provides governance processes used to manage and monitor AI-enabled features, including: • AI performance monitoring and accuracy validation • Human oversight and review processes • Bias detection and mitigation procedures • Explainability and transparency of AI decisions and • Compliance with applicable privacy, security, and regulatory standards. Also describe controls for monitoring AI model performance and preventing unintended outcomes while ensuring alignment with DES policies and public sector compliance.

03_Additional Specs Note : Specifications in this worksheet may request pricing methodology or assumptions.

However, vendors must NOT include any dollar amounts in this sheet.

All pricing values must be submitted only in the 05_Pricing workbook.

Specification Category Specification Sub Category Specification Number Description Vendor Attestation of their Compliance (Y / Partial / N / Roadmap) Vendor must describe how they substantially conform to these specifications, including the extent of that conformance. If additional space is needed, a separate Word document may be submitted.

tc={44172CC3-D435-4ED7-A42F-D0B62D073107}: [Threaded comment]

Comment:

It is the EC’s job to determine substantial conformance. The vendor’s job is to provide a response to your spec. Just ask the vendor to provide a response.	Configuration / Customization Required	Notes
	People	Staffing	AR-1A-2	Describe your hiring, screening, and onboarding process for call center staff supporting DES programs, including background checks, training timelines, and readiness verification before agents begin handling live interactions. If applicable, the Vendor should describe any public‑sector or comparable program training they have provided previously.
	People	Staffing	AR-1A-3	Describe a comprehensive staffing plan for DES call center operations, including:

• organizational structure (with org chart)

• agent‑to‑supervisor, supervisor‑to‑manager, trainer, QA, and lead ratios

• allocation of IT support, IT security staff, Workforce Management WFM managers, reporting specialists

• onsite vs remote staffing distribution

• subcontractor usage

• skill tiering approach

• escalation framework (Tier 1, Tier 2, Tier 3) Please provide in your offer your staffing plan in a tabular format with the following columns for all applicable roles:

People	Staffing	AR-1A-4	Describe standard job descriptions and minimum KSAs (Knowledge, Skills, Abilities) for all job roles in the proposed org structure for this engagement.
People	Staffing	AR-1A-5	Staffing Adjustment Plan:

The Vendor to describe a comprehensive staffing adjustment plan that details how staffing levels are monitored and modified to address variances between forecasted and actual call and live-chat volumes. Specifically, describe:

The processes and tools used to monitor both real-time and historical volume trends.

The decision criteria that to trigger staffing increases or reductions.

The frequency of staffing reviews (e.g., daily, weekly).

The methods for executing schedule adjustments, reassignments, or supplemental staffing to ensure consistent service levels.

People	Staffing	AR-1A-6	Describe the minimum lead time—stated in hours or days—required to implement any changes to operating hours, and all constraints, assumptions, or conditions that may affect this lead time.
People	Staffing	AR-1A-7	Surge Scenario – Pandemic-Level Volume Spikes:

Describe your ability to rapidly scale staffing during unexpected high-volume events (e.g., pandemic-level call surges). Describe how the solution can recruit, train, and deploy fully operational agents without contractual restrictions on variable headcount.

Describe, at a minimum:

• Onboarding timelines for new agents (in days) from recruitment to production readiness.

• Maximum number of agents that can be onboarded within defined timeframes (e.g., 7, 14, 30 days).

• Historical examples or benchmarks demonstrating ability to scale operations during surge events.

• Operational continuity measures implemented during rapid staffing ramp-ups.

• Risk mitigation strategies to maintain service levels during surge conditions.

• Policies and procedures governing emergency staffing scale-ups, including any pricing models applicable for temporary surge capacity.

People Staffing AR-1A-8 The vendor-to-tier Model Scenario – Sustained Volume Changes:

Describe how staffing levels are adjusted when actual call volumes consistently exceed or fall below the selected call-volume tier (for example, 20,000–30,000 calls per month). Describe the ability of the solution to increase or decrease staffing levels without contractual restrictions tied to fixed headcount commitments. Specifically, describe:

• Onboarding timelines for additional agents and offboarding timelines for reduced staffing (in days).

• Maximum number of agents that can be added or released within defined timeframes.

• Historical benchmarks demonstrating the vendor’s ability to scale operations up or down based on sustained demand changes.

• Operational continuity measures used during workforce adjustments to maintain service levels.

• Risk mitigation strategies for managing sustained call volume fluctuations.

• Policies and procedures governing long-term staffing adjustments, including pricing models associated with scaling operations up or down.

tc={2285EFB3-1562-4D72-8598-CD5DABA94D5D}: [Threaded comment]

Comment:

Is this supposed to be vendor-to-tier, or vendor two-tier?

People	Staffing	AR-1A-9	Describe the expected annual attrition rate (%) for staff assigned to this engagement and describe the specific retention practices, programs, and management strategies used to keep attrition low and maintain a stable workforce.
People	Training	AR-1A-10	Describe your training approach for initial and ongoing training of agents, including how it to be issued, tracked, assessed, maintained, and tools used. Include frequency of training updates and tracking method.
People	Training	AR-1A-11	Describe your solution's process for ensuring that call center agents assigned to support Unemployment Insurance (UI) customers demonstrate the required program knowledge, system proficiency, customer service skills, and ability to perform core job duties before they begin handling live customer interactions.
People	Training	AR-1A-12	Describe the process for handling situations when agents do not pass required assessments and standards in initial or ongoing training. Address remediation steps and timelines.
People	Training	AR-1A-13	Describe the knowledge base to be maintained to ensure agents have access to training materials and updates. Address update frequency and version control process.
People	Training	AR-1A-14	Describe your solution's approach to disseminating important updates to agents and how it is tracked to ensure all agents are aware of changes. Include tracking mechanism and confirmation process.
People	Training	AR-1A-15	Describe how training results are reported back to the customer. Include report frequency and sample report format.
People	Training	AR-1A-16	Describe your solution's ability to scale training based on client needs (e.g., maximum number of agents that can be trained at a time) and numeric capacity limits and lead time for scaling.
People	Training	AR-1A-17	Describe a detailed transition plan for the DES contract, including timelines, training schedules, hiring phases, onboarding milestones, deliverables, weekly and daily reporting options, progress measurement, communication approach, and sample leadership reports. Include configuration, development, testing, and go-live readiness plan.
People	Training	AR-1A-18	Describe how your solution monitors your staff to ensure integrity in service delivery and safeguard against internal fraud. Describe monitoring processes, tools, frequency, and escalation procedures for detected issues.
People	Quality Assurance	AR-1A-19	Describe your quality management approach for agents, including how agents are reviewed and graded against performance metrics on an ongoing basis and the tools used. Describe frequency of reviews and list key performance metrics.
People	Quality Assurance	AR-1A-20	Describe your solution's live and recorded call listening and screen-recording capabilities and the tool sets used. Describe the retention period for recordings and % of calls monitored live.
People	Quality Assurance	AR-1A-21	Describe your approach to ongoing quality review, including: 1. Percentage of call recordings and chat transcripts assessed (provide numeric commitment and methodology for selection). 2. Retention period for call recordings and chat transcripts (in days/months). 3. Storage and retrieval process (including maximum retrieval time upon request). 4. Security and compliance measures for stored data.
People	Quality Assurance	AR-1A-22	Describe escalation standards for when issues are identified with an agent during quality assurance and follow-up procedures for the agent. Descibe timelines for remediation and escalation hierarchy.
People	Quality Assurance	AR-1A-23	Describe your escalation process for when an agent encounters a technical issue (e.g., headset malfunctioning, connectivity issue). Describe response time targets and escalation tiers.
People	Quality Assurance	AR-1A-24	Describe how quality assurance measures are reported. Describe report frequency and format. You may optionally include a sample report as part of your description.
Process	Optimization	AR-1A-25	Cost Optimization – Public Sector / UI Contact Center Operations:

Describe your solution's cost-optimization initiatives implemented in comparable Unemployment Insurance (UI) or public-sector contact center engagements. Describe whether and how you have reduced operational costs through process innovation, automation, and self-service capabilities. Specifically, describe:

1) Specific cost‑reduction initiatives deployed (e.g., automation tools, self‑service channels, workflow streamlining).

2) The methodology used to calculate cost reduction.

3) The timeframe during which cost reductions were achieved.

4) Quantified results, including percentage reduction in operational cost or cost per contact.

5) Supporting evidence such as case studies, performance metrics, dashboards, or customer references demonstrating the impact of these initiatives.

Process Optimization AR-1A-26 Process Optimization – Contact Center Operational Performance Describe how process-improvement strategies were implemented in comparable Unemployment Insurance (UI) or public-sector contact center operations that resulted in measurable operational improvements. Describe:

• Baseline performance metrics prior to process improvements (e.g., Average Handle Time (AHT), Average Speed of Answer (ASA), Customer Satisfaction (CSAT), backlog levels).

• Target performance metrics and the actual results achieved after improvements were implemented.

• The timeframe in which the improvements were realized.

• Methods, tools, or technologies used to achieve improvements (e.g., process redesign, workflow automation, AI tools, analytics platforms, quality assurance programs).

• Evidence of sustained improvement through reporting, dashboards, case studies, or operational performance metrics.

Process	Reporting	AR-1A-27	Describe your solution's standard reporting capability and accessibility. Include a list of standard reporting tools and specify maximum lead time (in days) to customize reports.
Process	Reporting	AR-1A-28	Describe out-of-the-box standard reports. You may optionally attach sample reports or screenshots as part of your description.
Process	Reporting	AR-1A-29	Describe your solution's ability to configure reports if there are gaps in standard reporting. Include configuration process and estimated turnaround time.
Process	Reporting	AR-1A-30	Describe the solution's data export capabilities on an ad-hoc basis. Describe supported formats (CSV, Excel, API) and maximum retrieval time.
Process	Reporting	AR-1A-31	Describe your solution's ability to integrate data with DES information sources. Describe integration methods (API, ETL) and security protocols.
Process	Reporting	AR-1A-32	Describe data delivery methods (e.g., dashboards, scheduled reports) and frequency options.
Process	Reporting	AR-1A-33	Describe your ability to provide a fully functional reporting solution (e.g., Power BI or equivalent) at contract start, with standard dashboards and metrics configured and validated. Describe how CRM-integrated historical interaction reporting is implemented, including real-time integration, ad-hoc export capability, and configurability. You may optionally provide sample dashboard screenshots as part of your description.

tc={C11B80BB-EC41-4AC1-9822-B61A38AE973A}: [Threaded comment]

Comment:

Process Reporting AR-1A-34 Describe your ability to resolve reporting issues within a defined SLA (e.g., within 10 business days). Describe your SLA commitment and escalation process.

tc={C367E636-060E-4985-9CE1-51A078AD2FFC}: [Threaded comment]

Comment:

Isn’t SLA information requested on a separate sheet?

Process	Reporting	AR-1A-35	Describe your documented process for identifying, escalating, and resolving reporting discrepancies or data quality issues. Describe timelines, accountability structure, and escalation workflow.
Technology	Solution	AR-1A-36	Describe the cloud‑based contact center platform proposed for this engagement. Specifically, describe:

• Platform/product name, software version, and core modules available at contract start (e.g., voice, IVR, chat, email, WFM, QA, analytics).

• Hosting location/region and cloud provider.

• Tenancy model (e.g., shared, dedicated) and how tenants are isolated.

• Architecture overview materials that to be provided at implementation kickoff (e.g., high‑level architecture diagram, data‑flow overview, component list).

tc={A80F4560-CA03-4198-871A-B9A8F1E20258}: [Threaded comment]

Comment:

Architecture diagrams are requested in the section of the RFP prior to specs. Do you need the vendor to submit them again here?

Technology Solution AR-1A-37 Describe the technology architecture of your solution and describe the key features that support scalability, agility, flexibility, configurability, and information security. At a minimum, describe:

• Load‑balancing approach and auto‑scaling capabilities

• Geographic redundancy and multi‑AZ/region failover design

• Encryption standards for data at rest and in transit

• Identity and access management options, including SSO/MFA

• Configuration and change‑management processes used to promote updates safely.

Technology	Solution	AR-1A-38	Describe a 36‑month technology roadmap that lists upcoming features, upgrades, and enhancements for the proposed contact center platform. Describe planned timelines (0–6, 6–18, 18–36 months), update frequency, major dependencies, and expected impact on DES operations.
Technology	Solution	AR-1A-39	Describe the solution's platform capabilities for real-time integration with DES internal business systems. Describe whether your solution can provide and consume RESTful APIs to dynamically integrate with enterprise applications. Your description should include:

1)Integration Targets: UI Benefits system and related systems for customer identification, case management, and self-service through chat, IVR, and SMS.

2)Supported Standards: API protocols, authentication, and security measures.

3)Scalability & Reliability: How integrations handle high volumes and ensure consistent performance.

Technology	Solution	AR-1A-40	Describe all customer interaction channels included (Voice, Chat, Email, SMS, Voicemail, Social, etc.). For each channel, describe: feature set, limits, supported languages, and lead time (days) to enable/configure.
Technology	Solution	AR-1A-41	Describe whether interactions can switch between channels (e.g., chat → live voice/video). Describe supported switching paths and constraints; include average transition time and any licensing impacts.
Technology	Solution	AR-1A-42	Describe your average monthly platform uptime (%) for the past 24 months for similar offerings, and describe your uptime calculation method, exclusions, and monitoring tools. Propose an uptime SLA (%) for DES and descibe the incident reporting and credit/remedy process.
Technology	Solution	AR-1A-43	Describe whether your solution can record a call start to end, across transfers. Describe how recordings are stitched when calls traverse multiple agents/queues/systems.
Technology	Solution	AR-1A-44	Describe your standard call-recording practice, the percentage of calls recorded, and standard retention period. Describe capability to support 100% recording, and include retrieval time SLAs, encryption, access controls, legal hold support, and chain-of-custody procedures.
Technology	Solution	AR-1A-45	Describe whether call recordings can be made accessible online to DES staff. Describe access method, role-based controls, audit logging, and typical retrieval time.
Technology	Solution	AR-1A-46	Describe your solution's capability to transfer calls outside your platform to DES agents, and how those interactions are tracked for reporting. Describe data captured (e.g., interaction ID, transfer target, outcome) and reporting granularity.
Technology	Solution	AR-1A-47	Describe standard retention periods (numeric durations) by data type (call recordings, chat transcripts, log files, activity logs, etc.) and describe retrieval SLAs, deletion/archival processes, and compliance alignment.
Technology	Solution	AR-1A-48	Describe mechanisms to export historical records (e.g., recordings, audit logs) to DES for audits or extended retention. Explain supported formats, delivery methods (secure transfer, API, bulk export), maximum fulfillment time, data dictionary availability, and validation procedures.
Technology	Solution	AR-1A-49	Describe how your solution captures customer context and interaction details for handoffs/transfer. Describe what context is shared (e.g., reason codes, prior steps, authentication status) and how agents view it across systems.
Technology	Solution	AR-1A-50	Describe features for improved customer interactions (co-browse, screen-pops, checklists, contextual KB, data push, etc.). Describe enablement lead times and any prerequisites/integrations.
Technology	Solution	AR-1A-51	Describe intelligent skills-based routing capabilities and your plan to configure them for DES (skills/tags, priority rules, overflow behaviors). Include testing and tuning approach.
Technology	Solution	AR-1A-52	Describe how appeals and BPC remain on the platform. Describe strategies to optimize routing and minimize costs, and the support for generic/shared numbers that round-robin to Webex-enabled users, constraints, and reporting impacts.
Technology	Solution	AR-1A-53	Describe your callback assist feature and criteria to enable it. Describe support for scheduled callbacks, in-queue placeholder retention, and abandoned-call callbacks. Describe configuration thresholds and lead times.
Technology	Solution	AR-1A-54	Describe how the following call features are supported, and describe configuration thresholds/lead times: queue position & EWT announcements; escalations if not answered within threshold; routing via ANI/CLI, DDI/DID, captured data; voicemail option; interrupt-to-agent if available; auto 'not ready' on no-answer; repeat/phantom caller handling; robocall detection/blocking; multi-site/system routing; E-911 reporting details.
Technology	Solution	AR-1A-55	Describe your solution's knowledge-management capabilities, including your knowledge base and Agent Assist features. Explain how these tools to be configured and maintained to ensure agents can quickly access accurate information and effectively answer claimant questions. Your description should include:

Knowledge Repository Structure: How you build and organize Standard Operating Procedures (SOPs), FAQs, and policy documents.

Content Management: Processes for creating, updating, and validating knowledge articles to maintain accuracy and compliance.

Agent Access & Usability: How agents to search, retrieve, and use knowledge during live interactions (e.g., AI-powered suggestions, contextual prompts).

Integration: How the knowledge base integrates with the call center platform and other systems for seamless agent experience.

Continuous Improvement: Methods for capturing feedback and updating content based on evolving claimant needs and program changes.

Technology Solution -AI-First Service Delivery AR-1A-56 The vendor to describe in their offer how provide a Virtual Customer Assistant capability that supports automated claimant interactions through web chat, voice, SMS, email, or other digital channels.

The Virtual Customer Assistant may leverage conversational AI technologies to understand claimant inquiries, provide automated responses, and resolve common requests before routing interactions to live agents.

Vendors Vendor to describe in their offer how describe the capabilities, supported channels, authentication options, and examples of interactions that can be automated using the proposed solution.

Technology	Solution	AR-1A-57	Describe predictive analytics capabilities and provide proposed models (volume forecasting, sentiment, churn, predictive routing), forecasting approach (staffing, wait times, seasonality), CX KPI integration (FCR, AHT, CSAT), data sources/methodology (historical, real-time, ML), continuous improvement strategy, and examples from similar government/UI engagements demonstrating CX optimization.
Technology	Solution	AR-1A-58	Describe the capabilities of the proposed solution to conduct customer surveys across multiple channels including Voice, Chat, and Email. Additionally, describe:

• Supported survey channels and deployment methods (e.g., IVR post-call survey, web survey, chat survey).

• Average time required to configure and deploy a new survey (in days).

• Approval workflow required for survey deployment.

• Reporting capabilities including dashboards, response analysis, and export options.

Technology Solution AR-1A-59 Describe your solution's process for measuring Customer Satisfaction (CSAT) periodically across all service channels. Describe:

Sampling Method: How respondents are selected (e.g., random, post-interaction).

Measurement Frequency: How often CSAT is captured and analyzed.

Target Thresholds: Defined performance benchmarks for CSAT scores.

Reporting Cadence: How results are communicated, including examples of leadership dashboards and agency-level reports.

Technology Solution -AI-First Service Delivery AR-1A-60 Describe how all automation and AI capabilities included in the proposed solution to improve self-service and claimant experience. Describe the following:

a) IVR workflows,

b) call routing and deflection strategies,

c) Natural Language Processing (NLP) and

d) multi-language support, chatbots or virtual assistants, intent recognition capabilities, and how automation and AI to be configured for DES use cases.

Vendor to describe in their offer the expected automation potential of the solution including estimated digital containment rates or percentage of claimant interactions that may be resolved without live agent involvement. Vendors should clearly describe assumptions used to estimate automation levels and the methods used to measure effectiveness (e.g., containment rates, transfer reduction, chatbot resolution rates, intent accuracy).

Technology	Solution -AI-First Service Delivery	AR-1A-61	Describe how your solution supports intelligent call routing and optimization of interaction flows using advanced analytics and AI-enabled decisioning where applicable. Explain how the solution provides efficient routing of claimant interactions to the appropriate automated service or live agent while maintaining service quality and operational efficiency. Describe how AI analyzes CRM or interaction data to improve operational performance, including reducing Average Handle Time (AHT), managing call volumes, and providing real-time agent recommendations, with example impacts and expected timelines.
Technology	Solution	AR-1A-62	Describe how your solution provides AI-driven call analytics (sentiment, hold time, total duration, etc.) with selective enablement for a configurable percentage of calls. Describe the analytics scope and provide your default/committed percentage and scaling approach.
Technology	Solution	AR-1A-63	List and describe all AI features included (e.g., multilingual translation, intent recognition vs. IVR menus, auto note-taking, call summarization, quality scoring) and describe self-service capabilities designed to deflect or reduce human intervention.
Technology	Solution	AR-1A-64	Describe the webchat technology platform offered. Describe: software name and version, hosting location, compliance standards (e.g., SOC 2, FedRAMP), encryption methods, and authentication options.
Technology	Solution	AR-1A-65	Describe how your solution provides insights into the live chat experience, including access to conversation logs, Q&A history, customer ratings, and related analytics. Explain how these insights are operationalized—such as through regular review processes, governance, and feedback loops—to drive continuous process improvements and enhance overall customer experience.
Technology	Solution	AR-1A-66	Describe your incident-management approach and provide average response and resolution times by severity. Describe your severity matrix, communications approach to customers, and sample incident report format.
Technology	Solution	AR-1A-67	Describe your solution's process for notifying DES of any incidents—technology or non-technology—that may impact service quality or cause service disruptions. Describe:

Incident Types: Technology, operational, staffing, facility, security/privacy.

Notification SLAs: Timelines for initial alert and updates.

Channels & Recipients: How and to whom notifications are sent.

Content: Minimum details (impact, mitigation, ETA).

Escalation & Coordination: Roles and how you coordinate with DES for customer communication.

Post-Incident Reporting: Closure confirmation and root-cause analysis.

Technology	Solution	AR-1A-68	Describe the processes and technology for proactive management (early detection, prevention, notification). Describe platform monitoring for performance bottlenecks/system failures, alerting mechanisms, and automated remediation where applicable.
Technology	Solution	AR-1A-69	Describe which ITIL processes the offered soluton follows (e.g., Incident, Problem, Change, Release, Configuration, Capacity) and how they to be used in this engagement (roles, tools, cadence).
Technology	Solution	AR-1A-70	Describe your ability to scale the voice platform to support increased volumes, including maximum concurrent calls and empirical load test results. Explain scale-up lead times and dependencies (carrier, licenses, config).
Technology	Solution	AR-1A-71	Describe procedures and pricing for scaling during escalation periods, including staffing coordination, use of automation, and contractual flexibility to support rapid deployment. Include notification lead times and sample rate cards.
Technology	Solution	AR-1A-72	Describe hosting locations/regions of the contact center cloud solution and built-in redundancies (hardware and architectural) in the stack (multi-region failover, RPO/RTO).
Technology	Solution	AR-1A-73	Describe (preferably in list form) standards, certifications, and compliance requirements met by the hosted solution (e.g., GovRAMP, FedRAMP and Rev, NIST, SOC 2 Type 2), and provide evidence (certifications/attestations/reports) and scope (services covered).
Technology	Solution	AR-1A-74	Describe the solution's Workforce Management (WFM) solution capabilities and the plan to use it in the offered solution configuration.
Technology	Solution	AR-1A-75	Describe the Workload Management (WLM - Task Routing and Distribution) process of the offered solution to ensure improved agent utilization.
Technology	Solution -Digital Workers / Operational Automation	AR-1A-76	Describe how the solution supports automation of operational workflows associated with contact center operations. Describe whether the proposed solution includes AI-enabled automation capabilities that assist with tasks such as case documentation, knowledge retrieval, workflow processing, or interaction summarization to improve operational efficiency. Describe (preferably in list format) simple operational process or system changes (e.g., adding new message prompts while on hold, holiday greetings) and describe the average cycle time required to implement those changes within the proposed solution.
Technology	Solution -Digital Workers / Operational Automation	AR-1A-77	Describe how the solution has the capability to support operational process automation. Describe the use of AI-enabled automation tools or digital worker capabilities that support repetitive operational tasks while maintaining appropriate human oversight and compliance with DES policies. Describe examples of medium-complex operational process or system changes (e.g., building new call flows) and the average cycle time required to implement those changes within the proposed solution.
Technology	Solution	AR-1A-78	Describe if there are limitations or ceilings for expanding the technology solution capacity (i.e. call concurrency) to handle higher call volumes in unforeseen/emergency situations such as disasters and pandemics. Describe the solution's typical turnaround times for such expansion.
Technology	Solution	AR-1A-79	IVR with Dynamic Messaging and Claim Status Bot:

Describe how the solution supports dynamic messaging and an automated claim status bot for self‑service deflection.

Describe the solution’s IVR ability to:

• enable rapid prompt/message updates

• provide secure, real‑time claim status/payment retrieval via integration with the DES UI Benefits system

• use AI/NLU or menus for status inquiries

• track/report self‑service completion and deflection rates Specify cycle times for:

• simple prompt changes, and

• complex status flow updates Provide examples from UI/government engagements, including deflection rates.

Technology Solution AR-1A-80 Describe your GovRAMP status: Not yet started, snapshot, progressing snapshot, core status, ready status or authorized or provisionally authorized status.

tc={43F41192-C1C8-4977-BE67-704386C715EC}: [Threaded comment]

Comment:

This is addressed in the RFP at length. The vendor has to respond to the RFP section and this spreadsheet, so maybe there is no need to make them repeat the information.

tc={C11B80BB-EC41-4AC1-9822-B61A38AE973A}: [Threaded comment]

Comment:

I am removing any “provide” references because in the recent protest court case, a vendor’s failure to “provide” an attachment such as this essentially rendered its offer nonresponsive. The more things you ask a vendor to “provide,” the more chances they can make a simple mistake. My strong suggestion here is to give the vendor the option but don’t make it mandatory. There are many ways to describe the information requested. Technology Solution AR-1A-81 Describe how your solution's standard approach for post-go-live enhancement flexibility to support ongoing operations and enable Continuous Improvement (CI) without triggering additional procurement cycles. Describe:

1. Annual hours or change credits (or equivalent monetary value) included at no additional cost per contract year.

2. Eligible scope of changes (aligned with simple/medium complexity definitions, e.g., minor configuration changes, new IVR prompts/call flows, reporting tweaks, integration adjustments).

3. Tracking, request, and approval process for utilizing included hours/credits.

4. Rollover policy for unused hours/credits across contract years.

5. Pricing and process for additional hours beyond the included amount, with strategies to minimize cost burden and avoid procurement delays.

6. Approach to supporting CI goals and maintaining operational flexibility.

7. Examples from similar government/UI engagements demonstrating successful CI and cost management strategies.

tc={48EAB454-50CF-4998-8F10-21344DE84BFC}: [Threaded comment]

Comment:

Are you saying you want the vendor to provide the annual hours and change credits for free? What if they don’t?

Why ask for pricing here if you don’t want that information in this sheet? (see #5) tc={C367E636-060E-4985-9CE1-51A078AD2FFC}: [Threaded comment]

Comment:

Isn’t SLA information requested on a separate sheet?

tc={44172CC3-D435-4ED7-A42F-D0B62D073107}: [Threaded comment]

Comment:

It is the EC’s job to determine substantial conformance. The vendor’s job is to provide a response to your spec. Just ask the vendor to provide a response.

tc={A80F4560-CA03-4198-871A-B9A8F1E20258}: [Threaded comment]

Comment:

Architecture diagrams are requested in the section of the RFP prior to specs. Do you need the vendor to submit them again here?	Technology	Solution	AR-1A-82	Describe your methodology, tools, and governance for managing changes post-implementation, ensuring minimal disruption and compliance.
	Technology	Solution	AR-1A-83	Describe the history, scale, and examples of successful UI call center deployments, including operational improvements and customer experience (CX) outcomes.
	Technology	Solution -Continuous Innovation	AR-1A-84	Describe examples of how you demonstrate commitment to innovation and sustainability in UI call center solutions, such as your __________________________. (Vendor to complete the sentence and describe their answer)

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Jun 18, 2026.