ESBD_380831_1729713505065_IW196546.pdf

The document is an Invitation for Bid (IFB) issued by the Texas Department of Information Resources (DIR) for CONTACT CENTER SERVICES. The IFB outlines a detailed scope of work, specifications, and requirements for inbound and outbound call handling, email and chat support, and other related contact center services. The contract is for a three-year term with two optional one-year renewals. 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 pricing requirements include fixed monthly fees, variable transaction-based fees, and optional add-on services. The services will be funded through DIR's operating budget, but the total estimated contract value is not disclosed. The IFB specifies HUB (Historically Underutilized Business) subcontracting requirements. No other set-aside designations or restrictions on the types of organizations that can respond are mentioned, and the procurement does not indicate any existing infrastructure or technology that requires integration.