Cost sheet.xlsx
XLSX spreadsheet 11 KB Posted
- Solicitation number
- 121962 O3
- Issued by
- Douglas County, Nebraska
About this file
The provided file is a Cost Sheet for a Request for Proposal (RFP) issued by the Nebraska Department of Labor (NDOL) for call center support services for Unemployment Insurance. The solicitation seeks a vendor to manage approximately 71,000 annual calls, including 5,000 non-English speaking inquiries, with service hours from 8:00 AM to 5:00 PM CST, Monday through Friday. The contract is for an initial one-year term with options for four additional one-year renewals. The RFP was released on May 22, 2025, with proposals due by June 27, 2025, at 2:00 PM Central Time, and an anticipated contract award date of September 10, 2025.
The cost sheet allows bidders to itemize expenses across various deliverable categories, including interpretation services, project management, and daily first-tier support. Key performance requirements include maintaining an Average Speed to Answer of 3 minutes, Average Handle Time of 10 minutes, and a Customer Satisfaction Score of 85% or greater. The vendor must provide a Customer Relationship Management (CRM) system, handle callbacks, maintain detailed call records, and integrate with NDOL's existing systems. The solicitation requires multilingual support, with at least 10% of agents fluent in English and Spanish, and emphasizes the need for a turnkey solution including trained staff, dedicated workspace, telephony equipment, and comprehensive reporting capabilities. No specific budget ranges or set-aside designations are explicitly mentioned in the document.
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Text version
Sheet1
| COST PROPOSAL |
| NDOL Call Center Support for Unemployment Insurance Services |
RFP 121962 - o3
Bidder’s Name:__________________________________________________________________________
Bidder to complete the following cost proposal, which shall include all costs of staffing including labor, employee benefits and all statutory employment costs and all other direct costs of operating the call center as described in Section V of the RFP.
Bidder to complete the following cost proposal, which shall include all costs of staffing including labor, employee benefits and all statutory employment costs and all other direct costs of operating the call center as described in Section V of the RFP.
| Deliverable Section | Summary of Total Project Costs | Annual Cost Year 1 | Optional Renewal One Annual Cost | Optional Renewal Two Annual Cost | Optional Renewal Three Annual Cost | Optional Renewal Four Annual Cost |
| V.B.6.b.i | Interpretation expenses (paid biweekly) | $0.00 | $0.00 | $0.00 | $0.00 | $0.00 |
| V.D. a | Project Planning and Management | $0.00 | $0.00 | $0.00 | $0.00 | $0.00 |
| V.D. b | Outline and phase management | $0.00 | $0.00 | $0.00 | $0.00 | $0.00 |
| V.D. c | Daily First Tier Support and call reporting (paid biweekly) | $0.00 | $0.00 | $0.00 | $0.00 | $0.00 |
Total Project Costs $0.00 $0.00 $0.00 $0.00 $0.00
File details come from the government source that posted it. Updated .