Cannabis Care Line (CCL) Pilot Program MCA260003 _ 07_16_2026 (1).pdf
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- Attached to
- Cannabis Care Line (CCL) Pilot Program
- Solicitation number
- BPM057708
- Issued by
- Maryland
About this file
This is a bidder's questions and answers document for the Maryland Cannabis Care Line (CCL) Pilot Program, a state-level solicitation seeking staffing to operate a free professional information service regarding medical cannabis use and cannabis-related health questions. The solicitation is for a new pilot program with no incumbent provider or prior contract history. Proposals are due July 16, 2026, via eMMA, and the selected offeror must be ready to launch the CCL within 4-6 weeks of contract award. The program requires a minimum of 12 hours per week of live staffing, with the goal that all inbound calls be answered live or receive a callback within 15 minutes. As a pilot program, only English language capability is required, though future expansion to additional languages may be considered based on pilot results. The RFP does not specify minimum or maximum staffing levels, total call capacity, simultaneous inbound call capacity, call resolution rates, or call abandonment rates; offerors are required to propose their own staffing plans and coverage schedules.
Bidders must use the pricing sheet provided with the RFP and may not submit alternate fee structures. The solicitation specifies that call recording will be automatic through the required Lumens/Genesys platform, with recordings maintained per RFP Section 2.3. No minimum or maximum degree of dedication is specified for either the call center or individual operators, meaning vendors may work on other contracts simultaneously. The RFP references Section 1.1 for minimum qualifications, which include specific experience with certain customer information systems, phone systems, or software, though the document does not specify which systems are required. No historical call volume data, staffing metrics, or performance benchmarks are available as baseline information since this is a new pilot program with no predecessor contract.
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We’d like to submit the following questions related to the solicitation. We realize some questions are easier to answer than others and not every question may have an answer immediately available, or even any answer at all. Please do your best, and THANK YOU in advance for your assistance. (And, if you don’t mind, please respond “received” to this email so we know you have it and will be answering what can be answered.)
Has the current contract gone full term? This is a new pilot program. There is not a current contract.
Have all options to extend the current contract been exercised? N/A
Who is the incumbent, and how long has the incumbent been providing the requested services? There is not an incumbent.
How are fees currently being billed by any incumbent(s), by category, and at what rates?
N/A.
What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? N/A.
Is previous experience with any specific customer information systems, phone systems, or software required? Please see RFP Section 1.1 on minimum qualifications.
What is the minimum required total call capacity? This was not specified in the RFP.
What is the minimum simultaneous inbound call capacity? This was not specified in the RFP.
What percentage of inbound calls must be answered by a live operator? The goal is for all inbound calls to be answered live or receive a call back within 15 minutes. See RFP Section
2.3 Triage Plan.
What percentage of calls must be resolved without a transfer, second call, or a return call?
This has not been set in the RFP.
What is the maximum percentage of calls that can be terminated by the caller without resolution? This has not been set in the RFP.
Is there a minimum or maximum number of operators and supervisors? This has not been set in the RFP. Offerors are asked to provide an expected staffing plan and coverage schedule in their response. See RFP Section 2.4.3 Number of Personnel to Propose.
What are the required language options? As a pilot program, only English is required.
Insights from the pilot may support future expansion of language options.
What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)? This is not specified in the RFP.
What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)? This is not specified in the RFP.
Please note the minimum of 12 hours per week for live staffing (see RFP 2.3 Staffing Plan).
What are the recording requirements for inbound phone calls and how long must recordings be maintained? The Lumens/Genesys platform (see RFP Section 1.1) will automatically record calls. See Section 2.3 I on Record keeping.
What was your average monthly call volume over the past year? This is a new pilot program. That data is not available.
What is the current number of seats for operators and supervisors at your existing call center? See above, N/A.
What is the current average wait time for phone calls? N/A
What is the current average handle time for phone calls and other types of communications?
N/A
What is the current average after-call work time for operators? N/A
Over the past year, what is the percentage of calls received in English versus non-English?
N/A
Over the past year, what percentage of calls received were in Spanish? N/A
What time of day, days of the week, or times of the year do calls typically peak? N/A
Please reconfirm the due date for this procurement by providing it in response to answers to questions. As stated in the RFP summary sheet, proposals are due 7/16/26 via eMMA.
If there was a previous solicitation for these services, what was its title, number, release date, and due date? No
Why has this bid been released at this time? Please see RFP Section 2.2 Background and Purpose for that information.
When is the anticipated go-live date? As stated in the RFP, Section 2.3, the selected Offeror shall be ready to launch the CCL within 4-6 weeks of contract award.
Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? Please use the pricing sheet that accompanies this RFP. See attachments.
Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. N/A.
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