ESBD_380831_1729713505065_IW196546.pdf

This document is an Invitation for Bid (IFB) issued by the Texas Department of Information Resources (DIR) for CONTACT CENTER SERVICES. The DIR is seeking bids for the provision of contact center services, including inbound and outbound call handling, email and chat support, and other related services, for a term of three years with two optional one-year renewals. The IFB provides a detailed scope of work, specifications, and requirements for the services requested. Bids are due by 2:00 PM CT on February 6, 2023, and a non-mandatory pre-bid conference is scheduled for January 17, 2023. The contract is anticipated to be awarded by February 28, 2023.

The IFB outlines pricing requirements, including fixed monthly fees, variable transaction-based fees, and optional add-on services. HUB (Historically Underutilized Business) subcontracting requirements are specified, and information is provided regarding the current incumbent contractor. The services will be funded through DIR's operating budget, and the total estimated value of the contract is not disclosed.