ESBD_405633_1743192560056_00_3202500130 Customer Care Contact Center RFP.pdf

Bryan Daniel, Chairman

Jose A. “Joe” Esparza, Commissioner

Alberto Treviño III, Commissioner

Request for Proposals (RFP) for Customer Care Contact Center Services

RFP No. 3202500130

Date of Release: March 28, 2025

Proposals Due: May 16, 2025 by 10:00 a.m. Central Time

915-20 Call Center Services

962-69 Personnel Services, Temporary

Sole Point of Contact for this RFP (see Section 4.1):

Kelly Hall, CTCD

Bonfirehub.com https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities

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LIST OF ATTACHMENTS AND FORMS

Attachment 1 TWC Terms & Conditions

Attachment 2 Evaluation Scoring Matrix

Attachment 3 Proposal Submission Checklist

Attachment 4 Insurance Requirements

Attachment 5 HUB Subcontracting Plan Guide

Attachment 6 Task Order Template

Attachment 7 Data Use Agreement

Attachment 8 How to Complete the Progress Assessment Report (PAR) Form

Attachment 9 Progress Assessment Report (PAR) Form

Form 1 Execution of Response

Form 2 References and Past Project Performance Sheet

Form 3 Cost Proposal

Form 4 HUB Subcontracting Plan (HSP)

Form 5 Security and Privacy Inquiry (SPI) Form

Form 6 Substitute W-9 and Direct Deposit Form

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TABLE OF CONTENTS

List of Attachments and forms Table of Contents Definitions Article I. Purpose, Authority, and Schedule of Events

1.1. Purpose

1.2. TWC Information

1.3. Authority

1.4. Administration of Procurement Process

1.5 Schedule of Events

Article II. Scope of Work

2.1 Background/Overview

2.2 Description of Services

2.3 TWC Data Privacy and Cybersecurity Standards

2.4 Key Personnel and Proposed Organization

2.5 Disaster Recovery

2.6 Reporting

2.7 Task Orders

2.8. Invoicing

2.9. Transition and Termination Assistance

Article III. General Information

3.1 Terms and Conditions

3.2 Contract Award

3.3 Contract Execution

3.4 Contract Term

3.5 Price Adjustment

3.6 Contract Amendments

3.7 No Guarantee of Volume, Usage, or Compensation

3.8 Governmental Entities

3.9 Offer Period

3.10 Costs Incurred

3.11 Public Information Act - Respondent Proposal

3.12 Public Information Act – Contract Award

3.13 Respondent Waiver – Intellectual Property

3.14 Insurance

3.15 Remedies

3.16 Service Level Agreements and Service Level Credits

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3.17 Changes in Ownership

3.18 Severability

3.19 Franchise Tax – Right to Transact Business in Texas

3.20 Subcontractor Requirements

3.21 Security Agreements, Background Checks, and Mandatory training

3.22 Data Use Standards and Requirements

Article IV. Proposal Process

4.1. Inquiries

4.2. Pre-Proposal Conference

4.3. Proposal Composition

4.4. Proposal Submission and Delivery

4.5. Additional Information

4.6. Ambiguity, Conflict, or Discrepancy

4.7. Changes, Modifications, and Cancellation of Solicitation

Article V. Proposal Evaluation and Award Process

5.1. Written Proposal Evaluation

5.2. Conformance with State Law

5.3. Evaluation Process Overview

5.4. Initial Compliance Screening

5.5. Minimum Qualifications

5.6. Written Proposal Evaluation Criteria

5.7. Best and Final Offer (BAFO)

5.8. Final Written Response Score and Total Score

5.9. Summary of Best Value Determination

5.10. Questions or Requests for Clarification

5.11. Advancement Criteria

Article VI. Required Proposal Information

6.1. Narrative Proposal

6.2. References, Past Project Performance and Contract Performance . 85

6.3. Financial Soundness

6.4. Cost Proposal

6.5. Execution of Response

6.6. HUB Subcontracting Plan

6.7. Offered Options

6.8. Optional Proposal Submission Checklist

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DEFINITIONS

As used in this Solicitation, unless a different definition is specified or the context clearly indicates otherwise, the following terms have the meanings assigned below:

“ACD” means Automatic Call Distribution.

“Addendum” means a written addition, change, or supplement to this Solicitation that is uploaded to Bonfire and notification posted to the ESBD and issued prior to the response due date.

“Additional Evaluation Activities” include oral presentations, clarifications, technical discussions, proof of concept, demonstrations, and/or site visits.

These Additional Evaluation Activities follow the evaluation of the written Proposals and may be utilized by TWC to evaluate and ensure specifications meet TWC’s needs as outlined in the Solicitation. Additional Evaluation Activities provide an opportunity for Respondents to highlight the strengths and unique aspects or clarify their Proposals.

“Agency” means the Texas Workforce Commission.

“AHT” means Average Handle Time.

“ART” means Average Response Time.

“ASA” means Average Speed of Answer.

“Bonfire” (Bonfirehub.com) or “TWC Bonfire Portal” means the online platform used by TWC for publishing solicitations informing vendors of procurement opportunities and response requirements and providing public notice of contract awards.

“Business Day” means days occurring Monday through Friday except for the legal holidays observed by the State of Texas. All uncapitalized references to “days” shall be calendar days.

“Competitive Range” consists of the offers or Proposals that have a reasonable chance of being selected for award based on the evaluation criteria and basis for award as stated in this Solicitation.

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“Contract” means the written agreement entered into by the TWC and Successful Respondent, which will incorporate the contents of this RFP and the Successful Respondent’s Proposal, except as may be provided in the Contract and any amendments thereto.

“Contract Term” means the definite period of time that the Contract will remain in effect.

“Corrective Action Plan” means a plan for correcting a process or part quality issue.

“CPA” means Texas Comptroller of Public Accounts.

“CSAT” means customer satisfaction.

“Days” means calendar days unless specified otherwise.

“DIR” means Texas Department of Information Resources.

“ESBD” means the Electronic State Business Daily, an online platform, administered by the Statewide Procurement Division (SPD) of the Comptroller of Public Accounts, that publishes solicitations for the purpose of informing Respondents of procurement opportunities and provides public notice of contract awards. The ESBD may currently be accessed at http://www.txsmartbuy.com/esbd.

“FCR” means First Call Resolution.

“Final Written Response Score” refers to the final scoring of the Proposal based on Scoring Matrix published in the Solicitation.

“HUB” means Historically Underutilized Business, as defined by Chapter 2161 of the Texas Government Code and Title 34 of the Texas Administrative Code (TAC) § 20.282.

“HUB Subcontracting Plan” or “HSP” means written documentation regarding the use of subcontractors, which is required to be submitted with all Proposals for state agency contracts with an expected value of $90,000 or more and where TWC has determined subcontracting opportunities are probable. The HSP subsequently becomes a provision of the awarded Contract and shall be monitored for compliance by TWC during the term of the Contract.

http://www.txsmartbuy.com/esbd

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“IVR” means Interactive Voice Response System, a transaction system allowing phone callers to use an ordinary telephone to interact with a computer through speech or dialed instructions. Each response by the caller triggers another recorded message until the transaction is completed.

“NIST” means National Institute of Standards and Technology.

“Offered Options” means options that are not requested in a response to this Solicitation but may be identified by a Respondent and included in its Proposal. A Respondent is not obligated to include an Offered Option in its Proposal. This is an opportunity for Respondents to offer options that TWC may not have been aware of at the time this Solicitation was written. TWC makes no commitment to quantity or timing for acquisition of Offered Options and Offered Options are not considered during evaluation of Proposals.

“Operational Date” refers to the day Successful Respondent processes the first Services contact.

“PHS” means Procurement and HUB Services, a division of TWC.

“Proposal” means a written offer to contract with the State, submitted in response to this Solicitation.

“Public Official” means any person holding a legislative, executive, administrative, or judicial office, whether appointed or elected.

“Respondent” means the individual or entity that submits an offer or Proposal. The term includes anyone acting on behalf of the individual or entity that submits an offer or Proposal, such as an agent, employee, and representative.

“Sanction(s)” means monetary remedies including recoupment, payment hold, imposition of penalties or damages, exclusion, debarment, suspension, or revocation.

“Services” refers to Customer Care Contact Center (CCCC) Services, in this Solicitation.

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“SLA” means Service Level Agreements, performance measures TWC established for the Successful Respondent to meet while delivering the required services.

“Solicitation” means this RFP, including all exhibits, attachments, forms, and Addenda, if any.

“State” means the State of Texas and its instrumentalities, including TWC, its officers, employees, or authorized agents, and any other state agencies.

“Subcontractor” means a person who contracts with a Respondent to work or continue toward completing work for a governmental entity. The term does not include a state agency. The term includes an officer or employee of a state agency when the officer or employee contracts with a Respondent in a private capacity.

“Successful Respondent” means the Respondent with whom the TWC executes a Contract to provide the goods and/or services that this Solicitation requires.

“Task” refers to Services requested by TWC and included in a Task Order.

“Task Order” means an order for auxiliary Services placed against the resulting Contract, if any.

“Total Score” means the Final Written Response Score that includes revised points for additional evaluation activities if any, as outlined by this Solicitation.

“TWC” means the Texas Workforce Commission.

“United States” means the geographic United States (the fifty (50) States and the District of Columbia).

“USAS” means Uniform Statewide Accounting System, the automated accounting system run by CPA and used by State of Texas agencies.

“VPTS” means Vendor Performance Tracking System, as described under Texas Government Code § 2262.055 and 34 TAC § 20.115. Reporting requirements and Respondent performance factors considered in VPTS are described in Texas Government Code § 2155.089 and 34 TAC § 20.509.

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ARTICLE I. PURPOSE, AUTHORITY, AND

SCHEDULE OF EVENTS

1.1. PURPOSE

The Texas Workforce Commission (TWC) seeks to solicit Responses from qualified Respondents to provide auxiliary Customer Care Contact Center (CCCC) Services, hereinafter referred to as “Services”, to enhance TWC’s existing contact center operations during periods of heightened call volumes or for specific initiatives requiring dedicated Services on short notice.

1.2. TWC INFORMATION

TWC is the state agency charged with overseeing and providing workforce development services to employers and job seekers of Texas. TWC strengthens the Texas economy by providing the workforce development of Texas Governor’s economic development strategy.

TWC is an administrative agency within the executive branch of the State of Texas, having its principal office at 101 East 15th Street, Austin, Texas 78701. Information regarding TWC and its programs is available online and can be accessed at https://www.twc.texas.gov.

1.3. AUTHORITY

TWC is soliciting the goods and/or services stated in this Solicitation under the authority of Texas Government Code §§ 2155.062, 2156.001 and 2156.121.

1.4. ADMINISTRATION OF PROCUREMENT PROCESS

Purchasing and HUB Services (PHS) will administer the procurement process for this Solicitation, which includes Solicitation publication, handling of communications from Respondents, as well as managing the receipt of Proposals for review and evaluation.

https://www.twc.texas.gov/

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1.5 SCHEDULE OF EVENTS

The dates in this Schedule of Events are tentative, and TWC reserves the right to modify these dates at any time. At the sole discretion of TWC, events listed in the Schedule of Events are subject to changes and cancellation. Scheduling changes or cancellation made prior to the Deadline for Submission of Proposals will be published as an Addendum posted to the ESBD. Respondent is required to sign and return an Addendum or Addenda with the Proposal.

EVENT DATE and TIME

Solicitation Notification posted to ESBD, and Solicitation package uploaded to Bonfire

MARCH 28, 2025

Pre-Proposal Conference (Attendance is Optional)

APRIL 4, 2025 at 2:00 PM Central Time

Deadline for Submitting Written Questions via Bonfire

APRIL 8, 2025 at 5:00 PM Central Time

Deadline to submit the draft HUB Subcontracting Plan for review

APRIL 11, 2025 at 5:00 PM Central Time

Deadline for TWC to provide the courtesy review of the draft HUB Subcontracting Plan

APRIL 18, 2025 at 5:00 PM Central Time

Estimated Date Responses to Written Questions uploaded to Bonfire and notification posted on ESBD

MAY 1, 2025

Deadline for Submission of Proposals NOTE: Proposals must be RECEIVED by TWC by the deadline via Bonfire.

MAY 16, 2025 at 10:00

AM Central Time

Evaluation/Negotiations MAY – JULY 2025

Anticipated Notice of Intent Notification JULY 2025

Anticipated Contract Start Date SEPTEMBER 2025

Respondent must submit its Proposal to TWC in accordance with the Deadline for Submission due date and time as indicated in this Schedule of Events or as changed via an Addendum uploaded to Bonfire and notification https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities

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ARTICLE II. SCOPE OF WORK

2.1 BACKGROUND/OVERVIEW

2.1.1 Background

a. TWC’s Customer Relations (CR) Department, which is part of TWC’s Customer Care Division, serves as TWC’s contact center for assisting all customers.

b. CR provides exceptional customer service by providing information on TWC products and services and aims for First Call Resolution (FCR).

When customer needs exceed the CR Department’s capacity, customers are referred to the appropriate TWC program area.

c. TWC program areas may experience higher than normal customer contact volumes and may lack internal resources to respond effectively during periods of heightened call volumes. Cost and procurement lead times prohibit TWC from procuring multiple CCCC Services contracts expeditiously.

d. TWC, therefore, aims to select one (1) or more Successful Respondent(s) to provide auxiliary Services utilizing a Task Order structure. This approach allows TWC flexibility in allocating Tasks and responsibilities among Successful Respondents based on specific requirements and operational needs.

2.1.2 Overview

2.1.2.1 Required Goods and Services

The Successful Respondent(s) must provide auxiliary Services during periods of heightened call volumes or for specific initiatives requiring dedicated contact centers on short notice, in accordance with the requirements as stated in this RFP and all attachments.

Requirements include, but are not limited to:

a. Successful Respondent’s agents. Successful Respondent must provide agents who:

1. Are trained to:

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i. Be proficient in handling incoming calls, emails, and other communication channels, as applicable, in accordance with the Task Order provided;

ii. adhere to predefined scripts and protocols provided by TWC; and

iii. perform timely escalation of complex issues to designated personnel within TWC;

2. Have been provided equipment (e.g., personal computers, peripherals) necessary to access TWC’s virtual desktop infrastructure (VDI) and perform the job functions in accordance with the requirements as stated in this RFP and all attachments;

3. Are proficient in English. When needed, bilingual agents may be required as specified in the approved Task Order. Bilingual agents must be proficient in both spoken and written English and Spanish;

4. Are available during specified operational hours; and

5. Are physically located in the United States, as defined in Section 2.3, TWC Data Privacy and Cybersecurity Standards, Texas-based preferred.

b. Reporting. Successful Respondent must provide:

1. Regular reporting on key performance indicators (KPIs) related to service quality and customer satisfaction, in accordance with Section 3.16 Service Level Agreements and Service Level Credits.

2. Data Analytics and reporting capabilities for monitoring performance and customer interactions, in accordance with Section 3.16 Service Level Agreements and Service Level Credits.

c. Ability to rapidly ramp up to provide auxiliary Services.

Successful Respondent must be able to ramp up to provide auxiliary Services within forty-five (45) days of receipt of an approved Task Order.

d. Scalability. Successful Respondent must be able to scale resources based on fluctuating call volumes and seasonal demand.

e. Robust Security Measures. Successful Respondent must implement robust security measures to safeguard customer information in accordance with Section 2.3 TWC Data Privacy

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f. Task Orders.

1. TWC intends to assign and approve one (1) or more Task Orders to each Successful Respondent based upon the Successful Respondent’s qualifications and experience relevant to the specified need.

2. TWC reserves the right to assign and approve any or none of the Deliverables via Task Orders to any of the Successful Respondents.

3. NOTE: There is no guarantee the Successful Respondent(s) will be assigned and approved a Task Order during the Contract Term.

2.1.2.2 Excluded Services

a. Successful Respondent will not grant permissions to their agents to access TWC agency systems; TWC will grant necessary permissions.

b. State system outage procedures will be performed by TWC.

c. Real application programming interface (API) integration to TWC systems is not needed. TWC will provide a secure method for the Successful Respondent’s agents to access the necessary TWC System, if any.

d. Successful Respondent will not be providing an Interactive Voice Response (IVR) platform; TWC will provide the IVR and Automatic Call Distribution (ACD).

e. Successful Respondent will not be configuring Direct Inward Dialing (DIDs); TWC will coordinate configuration with DIR.

f. Successful Respondent will not be providing a Customer Relationship Management (CRM) solution; Successful Respondent’s agents will log all contacts in TWC’s CRM software. Successful Respondent will not be performing any integration with TWC’s CRM software.

2.2 DESCRIPTION OF SERVICES

2.2.1 Implementation

Successful Respondent’s implementation must address the following areas stated below.

2.2.1.1 Implementation Timeline

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The auxiliary Services must be available within forty-five (45) days from receipt of TWC’s Task Order.

2.2.1.2 Resource Allocation, Roles and Responsibilities

Successful Respondent must provide a Technical Project Manager during implementation in accordance with the requirements as stated in Section 2.4.3 Technical Project Manager.

2.2.1.3 Contact Center Setup

Successful Respondent must:

a. Provide the necessary technology, equipment, and computer peripherals for Successful Respondent’s agents to use in conjunction with TWC’s VDI to provide auxiliary Services.

1. Technology includes, but is not limited to, remote desktop tools, call center software solutions and other relevant applications necessary to provide auxiliary Services.

2. Equipment and computer peripherals must be compatible with TWC’s VDI.

3. Equipment includes, but is not limited to desktops, laptops, monitors, and networking equipment. Computer Peripherals include, but are not limited to, computer mouse, keyboard, monitor, web camera and a headset. Successful Respondent equipment must meet requirements in accordance with Section 2.2.6.2, Hardware Equipment Minimum Requirements.

4. TWC Tools and TWC Systems being accessed are listed in Section 2.2.7, TWC Tools and TWC Systems.

b. Have procedures for testing the Contact Center Setup to ensure reliability and performance in accordance with the requirements of this RFP and all attachments.

c. Ensure Successful Respondent’s Contact Center is compliant with security requirements to protect TWC sensitive data, in accordance with Section 2.3, TWC Data Privacy and Cybersecurity Standards.

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d. Have procedures to provide auxiliary Services within forty-five (45) days of receipt of an approved Task Order, including outlining necessary steps and milestones.

1. Each TWC program area/department/division may have a specific way of routing calls. Details will be provided in the approved Task Order. Current IVR workflow will be provided as part of the supporting documents to the approved Task Order.

2. TWC will provide the IVR and ACD.

3. TWC will retain ownership of the Toll-Free Numbers (TFNs).

2.2.1.4 Collaboration and Productivity Tools

a. TWC currently uses Microsoft 365 and TWC will provide Successful Respondent’s agents with licenses for Windows 365 Government Community Cloud.

b. Successful Respondent must use TWC’s Microsoft Teams for team communication and document sharing to facilitate collaboration among Successful Respondent’s agents and TWC staff.

c. Federation, or external access with Successful Respondent’s Microsoft Teams is not required as collaboration between Successful Respondent’s agents and TWC staff will be primarily internal in TWC’s environment.

2.2.1.5 Agent Hiring and Training

a. Successful Respondent must have a Training Plan for Successful Respondent’s agents to familiarize themselves with the Contact Center tools, customer services and compliance requirements.

b. Successful Respondent must:

1. Hire agents based (physically located) in the United States as defined in Section 2.3, TWC Data Privacy and Cybersecurity Standards, Texas-based preferred, to provide auxiliary Services within forty-five (45) days from the receipt of a TWC approved Task Order, in accordance with the requirements of this RFP and all attachments.

2. Have Training and onboarding procedures for its agents.

2.2.1.6 Implementation Deliverables

a. Successful Respondent must provide the following non-billable deliverables:

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ID# Deliverable Minimum Acceptance Criteria Due Date

1 Kickoff Meeting a. Successful Respondent to develop Kickoff Meeting agenda, lead Kickoff meeting and introduce Successful Respondent’s implementation Key Personnel team to TWC.

b. Meeting agenda and presentation materials must be provided to TWC Contract Manager and requesting Program Area Point of Contact (POC) two (2) Business Days prior to meeting date.

c. Meeting minutes must be provided to Contract Manager the following Business Day after the Kickoff Meeting.

Receipt of Approved Task Order (RoTO) + five (5) Business Days.

2 Final Implementation Plan and Phase 1 Initial Implementation Milestones Complete

a. The updated Final Implementation Plan and plan schedule must include Successful Respondent’s implementation tasks and activities necessary to successfully ramp-up a Contact Center to provide auxiliary Services.

b. Successful Respondent must show documentation of the following:

1. Successful Respondent has provisioned the necessary technology, equipment, and computer peripherals for Successful Respondent’s agents in accordance with Section 2.2.6 Technical Requirements.

2. Successful Respondent has hired the required number of Successful Respondent’s agents specified in the approved Task Order, in accordance with Section 2.2.4 Hiring Agent Requirements.

Receipt of Approved Task Order (RoTO) + ten (10) Business Days

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Date

3. Successful Respondent has tested systems, processes and workflows to ensure it has access to TWC Tools and TWC Systems, as applicable to the approved Task Order.

4. TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Phase 1 Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

c. The detailed Implementation Plan and associated Project Schedule must include, at a minimum, but is not limited to:

Implementation Task Due Date

Kickoff Meeting (see Deliverable 1) RoTO + five (5) Business Days

Phase 1 Initial Implementation (see Deliverable 2)

RoTO + ten (10) Business Days

Security Agreements, Background Checks and Mandatory Training (see Deliverable 5)

RoTO + ten (10)

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Date

Operational Readiness Assessment and Phase 2 Implementation (see Deliverable 3)

RoTO + fifteen (15) Business Days

Phase 3 Final Implementation Milestones Complete (See Deliverable 4)

RoTO + six (6) weeks

3 Operational Readiness and Phase 2 Implementation Milestones Complete

Successful Respondent must show documentation of the following:

a. Successful Respondent’s acknowledgement of their readiness to support the assigned Task Order.

b. Successful Respondent’s agents have received TWC’s training materials as specified in the approved Task Order and have started training.

c. TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Phase 2 Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

RoTO + fifteen (15) Business Days

4 Phase 3 Final Implementation Milestones Complete

Successful Respondent must show documentation of the following:

a. Successful Respondent’s agents have access to TWC Tools and TWC Systems, if any as specified in the approved Task Order.

RoTO + thirty (30)

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Date

b. Successful Respondent’s agents are trained in accordance with Section 2.2.5.2 Successful Respondent Agent Training.

c. TWC’s acknowledgement that all interim and major milestones to be completed according to the baseline Final Implementation Schedule have been submitted by the Successful Respondent and accepted by TWC in writing in accordance with the Acceptance Criteria.

5 Security Agreements, Background Checks and Mandatory Training

Successful Respondent must submit completed security forms to TWC no later than ten (10) Business Days prior to the Successful Respondent agents’ access to TWC Tools and TWC Systems, if any as specified in the approved Task Order.

RoTO + ten (10) Business Days

b. Optional Additional Implementation Support

i. The Optional Additional Implementation Support deliverable provides funding for additional activities or revisions necessary due to unanticipated mandates and/or essential changes.

ii. These Implementation Support hours will be available for use at TWC’s discretion for additional work related to the resulting Contract, if any.

iii. The Optional Additional Implementation Support will not exceed five hundred (500) hours per year for the term of the Contract.

iv. TWC and the Successful Respondent will approve Tasks through signed Task Orders and affected work is not authorized by TWC unless and until the Task Order is signed. The Task

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Order must specify the Acceptance Criteria for invoicing the agreed upon price.

ID# Deliverable Minimum Acceptance Criteria Payment Deliverable?

Due Date

6 Optional Additional Implementation Support

To be defined in approved Task Order.

Yes TBD

2.2.1.7 Risk Management

Successful Respondent must have mitigation strategies including solutions to technical issues, resource constraints and organizational changes for risks related to implementation.

2.2.1.8 Contingency Planning

Successful Respondent must have contingency plans for addressing unforeseen challenges or disruptions, including backup systems, disaster recovery procedures and escalation paths, during implementation.

2.2.1.9 Documentation and Communication

Successful Respondent must have a process to document all implementation activities, decisions and configurations for future reference and establish communication channels for regular updates and status reports.

2.2.2 Auxiliary Services

TWC requires an exceptional level of customer service support. Auxiliary Services required include telephone, email, and chat coverage, in accordance with the approved Task Order.

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2.2.2.1 Current Operational Volumes

Current TWC call center operational volumes include, but are not limited to:

a. Twenty (20) TWC administrators

b. One thousand (1,000) TWC agents

c. Concurrent shifts in operation

d. Current TWC call volumes (approximate, vary by division and program):

1. Average inbound calls per month: one hundred fifty-five thousand (155,000);

2. Maximum inbound calls per month: three hundred and five thousand (305,000); and

3. Average outbound calls per month: twenty-two thousand (22,000).

2.2.2.2 Call Management

Successful Respondent must ensure efficient management of callers in the queue and direct them to the appropriate department when necessary.

2.2.2.3 Program Area Specifications

a. Successful Respondent must ensure they provide the volumes and total agents as specified by the program area(s)/ department(s)/ division(s), in accordance with the approved Task Order.

b. Unemployment Insurance (UI) Claimants Authorization Process:

Successful Respondent’s agents must authenticate Unemployment Insurance (UI) claimants prior to providing account or personal identifiable information (PII). This requirement only applies if UI is the requesting program area.

2.2.2.4 IVR Calls

Successful Respondent must be able to support an IVR system scalable to support an average inbound call volume of five hundred fifty

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2.2.2.5 Communication Methods

a. Successful Respondent must provide communication methods as specified by the program area(s)/department(s)/division(s), in accordance with the approved Task Order.

b. Communication methods required include telephone, email and chat coverage.

2.2.2.6 Customer Interaction Recording

Successful Respondent must provide its own system to support call recording capabilities for quality assurance purposes, compliance requirements and dispute resolution, with appropriate measures to ensure data privacy and cybersecurity, in accordance with Section 2.3, TWC Data Privacy and Cybersecurity Standards.

2.2.2.7 Auxiliary Services Tiers

2.2.2.7.1 Tier 1 Auxiliary Services

a. Successful Respondent must provide Tier 1 Auxiliary Services for inbound and/or outbound TWC contacts.

b. Tier 1 Auxiliary Services are defined as: telephone, email, and chat coverage, in accordance with the approved Task Order, to encompass call intake, chat, email, how-to, status inquiry or questions about TWC services and programs and other support as defined in the approved Task Order.

c. Inbound referrals to a call/email or chat not initiated by the originating program area/department/division as defined in the approved Task Order.

d. Outbound referrals to any follow up needed associated with an inbound call/email or chat.

2.2.2.7.2 Tier 2 Auxiliary Services

a. Tier 2 Auxiliary Services are defined as: support that requires subject matter expertise or in-depth explanation of TWC’s programs and services beyond what is available from TWC’s public facing website or knowledge base.

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b. Successful Respondent’s agents must ticket and escalate Tier 2 requests to the appropriate programarea(s)/department(s)/division(s) in the event that a contact evolves into support that cannot be resolved by Tier 1 agents.

2.2.2.8 Customer Relationship Management (CRM) System

Logging

a. Successful Respondent’s agents must log all contacts into TWC’s CRM system.

b. Successful Respondent’s agents must manage escalations or complex issues through TWC’s CRM ticketing system. Each program area(s)/department(s)/division(s) will define the specific process in the approved Task Order.

2.2.3 Workforce Management Requirements

2.2.3.1 Staffing and Scheduling

a. Successful Respondent must use robust workforce management tools and processes to accurately forecast call volumes, adjust staffing levels dynamically based on real-time call volume fluctuations and anticipated workload patterns, and create optimized agent schedules.

b. Successful Respondent must avoid overstaffing during slow hours by scheduling Successful Respondent agents according to call volumes.

c. Successful Respondent must ensure proactive resource allocation and capacity planning by conducting regular forecasting and planning exercises to anticipate future call volumes, seasonal fluctuations, and other factors impacting staffing needs.

d. The daily schedule will be defined in the approved Task Order, not to exceed eight (8) hours per day per Successful Respondent agent shifts.

e. TWC’s hourly billing rate is based on Productivity Hours.

1. Productivity Hours, for the purpose of this Solicitation and resulting Contract (if any), is defined as the time an employee spends actively performing tasks that contribute directly to their

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2. It excludes breaks, meetings, training sessions, or other non-productive time.

3. To assess performance and efficiency, the amount of work completed by Successful Respondent’s agents (e.g., calls handled, tickets resolved) will be measured against the total productive hours. See Section 3.16 Service Level Agreements and Service Level Credits for additional information about the specific number of calls or tasks required to be handled per productivity hour.

f. TWC holiday schedule is excluded from hours of operation. Federal holidays are not excluded unless they overlap with TWC’s holidays.

g. Successful Respondent agent to supervisor ratio and staffing levels will be specified in the approved Task Order.

h. Successful Respondent agents must be one hundred (100) percent dedicated to TWC Contact Center operations.

2.2.3.2 Labor Laws and Regulations

a. Successful Respondent must adhere to labor laws, regulations, and contractual agreements governing workforce management practices. This includes compliance with minimum wage laws, overtime regulations and paid time-off policies.

b. Successful Respondent must ensure optimal agent availability during peak call times and compliance with labor regulations by monitoring Successful Respondent’s agents’ adherence of scheduled breaks, lunches and work hours.

2.2.3.3 Continuous Improvement

a. Successful Respondent must commit to continuous improvement in workforce management processes and practices.

b. Successful Respondent must regularly review and report performance data to TWC, solicit feedback from TWC, and implement enhancements to drive operational excellence.

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2.2.3.4 Communication and Collaboration

Successful Respondent must ensure timely resolution of issues by using effective communication and collaboration tools to facilitate coordination among Successful Respondent staff (e.g., agents, supervisors).

2.2.4 Hiring Agent Requirements

Successful Respondent must hire agents physically located in the United States, as defined by Section 2.3, TWC Data Privacy and Cybersecurity Standards, Texas-based preferred, to provide auxiliary Services who meet the following requirements below:

2.2.4.1 Background Checks

In accordance with Section 3.21 Security Agreements, Background Checks and Mandatory Training, Successful Respondent must provide background checks on all Successful Respondent’s agents hired for the resulting Contract.

2.2.4.2 Technology Proficiency

Successful Respondent’s agents must be able to use Successful Respondent’s provided equipment and peripherals to provide auxiliary Services.

2.2.4.3 Language Requirements

Successful Respondent’s agents must be proficient in both spoken and written English. When needed, bilingual agents may be required as specified in the approved Task Order. Bilingual agents must be proficient in both spoken and written English and Spanish.

2.2.4.4 Customer Service Experience

Successful Respondent’s agents must have:

a. Previous experience of one (1) year minimum in customer service roles, preferably in a Contact Center environment, of similar scope of auxiliary Services.

b. A proven track record of delivering high-quality customer service and resolving customer inquiries or issues effectively and efficiently.

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2.2.4.5 Customer Service Soft Skills

a. Communication Skills. Successful Respondent’s agents must:

1. Be able to effectively communicate with TWC customers and colleagues via phone, email, chat and other communication channels.

2. Have active listening skills to understand TWC customer needs and provide Tier 1 Auxiliary Services, as defined in Section 2.2.2.7.1, Tier 1 Auxiliary Services.

b. Adaptability and Flexibility. Successful Respondent’s agents must be:

1. Able to adapt to changing work environments and schedules in a virtual setting.

2. Flexible to work varying shifts, which may include evenings, weekends, and holidays, as required by the approved Task Order.

c. Problem-Solving Skills. Successful Respondent’s agents must have:

1. Strong problem-solving abilities to diagnose customer issues and identify appropriate solutions.

2. Ability to think critically and make decisions independently within established guidelines and procedures.

d. Teamwork and Collaboration. Successful Respondent’s agents must have:

1. Demonstrated ability to work effectively as part of a remote team.

2. The willingness to collaborate with colleagues and share knowledge to improve team performance and customer satisfaction.

e. Time Management and Organization. Successful Respondent’s agents must have:

1. Excellent time management skills to prioritize tasks and manage workload efficiently.

2. The ability to multitask and handle multiple customer interactions simultaneously while maintaining accuracy and professionalism.

f. Empathy and Patience. Successful Respondent’s agents must be:

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1. Empathetic and have a patient demeanor when dealing with TWC customers, particularly those in challenging or stressful situations.

2. Able to remain calm and composed under pressure and provide auxiliary Services with empathy and understanding.

2.2.4.6 Training and Certification

Successful Respondent’s agents must:

a. Have completed relevant training programs or certifications related to customer service and Contact Center operations.

b. Complete additional training and skill development as required by the approved Task Order.

2.2.4.7 Compliance with Data Security and Privacy

Regulations

Successful Respondent’s agents must:

a. Understand data security and privacy regulations, including compliance requirements related to handling sensitive customer information.

b. Adhere to security protocols and procedures to safeguard customer data and maintain confidentiality in accordance with Section 2.3, TWC Data Privacy and Cybersecurity Standards.

2.2.5 Training Requirements

2.2.5.1 Training Plan

In Respondent’s Response, Respondent must have a well-defined Training Plan that meets or exceeds the following requirements below:

a. Successful Respondent must plan for initial and ongoing training and development, in accordance with Section 2.2.5.2 Successful Respondent Agent Training, and how that training will be tracked.

b. Successful Respondent must maintain Successful Respondent’s agents’ level of training for the duration of the Contract.

c. Successful Respondent’s agents must complete all annual TWC Mandatory Training requirements, in accordance with Section 3.21 Security Agreements, Background Checks, and Mandatory Training.

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d. Successful Respondent must train and onboard Successful Respondent’s agents.

e. Training specific to a program area/department/division:

1. Training specific to a program area/department/division will be specified in the approved Task Order.

2. The Task Order will include total hours allowed for initial training.

3. Training must be pre-approved by TWC before the training is conducted.

4. Training material will be provided by TWC.

2.2.5.2 Successful Respondent Agent Training

Successful Respondent’s agents must be trained in the following areas:

a. Knowledge of Program Area/Department/Division’s Services

1. Successful Respondent’s agents must have a thorough understanding of the program area/department/division’s services in the approved Task Order to provide Tier 1 Auxiliary Services, in accordance with Section 2.2.2.7.1 Tier 1 Auxiliary Services.

2. Successful Respondent’s agents must be trained on the program area/department/division’s services features, benefits, and common customer inquiries.

3. Successful Respondent’s agents must adhere to TWC’s applicable predefined scripts and protocols, provided by TWC in the approved Task Order.

b. Customer Service Skills

1. Communication Skills. Successful Respondent’s agents must be trained in:

i. effective communication techniques,

ii. active listening,

iii. conflict resolution, and

iv. handling different customer scenarios.

2. Call Handling Procedures.

i. Successful Respondent’s agents must be trained on call handling procedures, including greeting customers, probing for information and documenting interactions accurately.

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ii. Successful Respondent must provide Successful Respondent agents with practice sessions to improve call efficiency, minimize hold times and escalate issues when necessary.

3. Productivity and Time Management. Successful Respondent’s agents must be trained on:

i. Effective time management techniques to prioritize tasks, handle multiple inquiries simultaneously and meet service level agreements in accordance with Section 3.16 Service Level Agreements and Service Level Credits.

ii. Strategies for maintaining productivity and focus in a remote work environment.

c. Technology Proficiency.

1. Successful Respondent’s agents must be proficient with the technology, equipment and computer peripherals used in Successful Respondent’s Contact Center in conjunction with TWC Tools and TWC Systems to provide auxiliary Services as specified in the approved Task Order.

2. Technology includes, but is not limited to remote desktop tools, call center software solutions, and other Successful Respondent relevant applications necessary to provide auxiliary Services.

3. Equipment and computer peripherals include, but is not limited to desktops, laptops, monitors, and networking equipment.

4. TWC Tools and TWC Systems are listed in Section 2.2.7, TWC Tools and TWC Systems.

5. Successful Respondent’s agents must be familiar with TWC Tools used for call routing, ticketing, and resolution tracking.

6. Successful Respondent’s agents must have hands-on training to navigate software interfaces.

d. Compliance with Data Security and Privacy Regulations. Successful Respondent’s agents must be trained on:

1. Relevant industry regulations, compliance requirements, and data security protocols.

2. Handing sensitive customer information and maintaining confidentiality.

e. Quality Assurance and Performance Metrics.

1. Successful Respondent’s agents must be trained on:

i. Meeting key performance metrics in accordance with Section

3.16 Service Level Agreements and Service Level

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Credits, while maintaining service quality and customer satisfaction.

ii. Key performance metrics include but are not limited to Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

2. Successful Respondent’s agents must:

i. receive regular performance evaluations and feedback sessions to assess agent proficiency,

ii. identify areas for improvement,

iii. be provided coaching or additional training as needed, and

iv. have opportunity to provide feedback on training effectiveness and suggest areas for enhancement.

2.2.6 Technical Requirements

Successful Respondent must provide the necessary technology, equipment and computer peripherals for Successful Respondent’s agents to use in conjunction with TWC Tools and TWC systems listed in Section 2.2.7, TWC Tools and TWC Systems to provide auxiliary Services.

2.2.6.1 Cloud-based Virtual Desktop Infrastructure

TWC will provide licenses for Windows 365 Government Cloud PC, facilitating secure and efficient utilization of the virtual desktop environment to seamlessly access TWC Systems (see Section 2.2.7.2, TWC Systems).

2.2.6.2 Hardware Equipment Minimum Requirements

a. Successful Respondent must provide Successful Respondent’s agents with the necessary equipment that meets industry standards for durability, comfort, accessibility, and compatibility with using Windows 365 Government Cloud PC and TWC Tools and TWC Systems listed in Section 2.2.7, TWC Tools and TWC Systems.

b. The current minimum requirements for a personal computer/desktop/laptop are:

1. Operating systems: Windows 10/11, Windows 8.2, Windows Server 2019, Windows Server 2016, and Windows Server 2012 R2;

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2. Central Processing Unit (CPU): At least two (2) virtual central processing units (vCPUs) with a minimum 1.6 gigahertz (GHz) or faster processor;

3. Random Access Memory (RAM): four thousand and ninety six (4,096) megabytes (MB);

4. Hard drive: At least three (3) gigabytes (GB);

5. .NET Framework version: 4.6.1 or later; and

6. Video: DirectX 9 graphics processor with Windows Display Driver Model (WDDM) 1.0 driver.

2.2.6.3 Computer Peripherals

a. Successful Respondent must provide Successful Respondent’s agents with the necessary computer peripherals for use with a personal computer/desktop/laptop, in conjunction with TWC Tools and TWC Systems, listed in Section 2.2.7, TWC Tools and TWC Systems, to provide auxiliary Services.

b. Computer peripherals include, at a minimum, but are not limited to computer mouse, keyboard, monitor, web camera and a headset.

2.2.6.4 Technology Requirements

a. Successful Respondent must provide Successful Respondent’s agents with the necessary technology for use with a personal computer/desktop/laptop and computer peripherals, in conjunction with TWC Tools and TWC Systems listed in Section 2.2.7, TWC Tools and TWC Systems, to provide auxiliary Services.

b. Technology includes, at a minimum, but is not limited to remote desktop tools, call center software solutions and other relevant applications necessary to provide auxiliary Services.

2.2.6.5 Compliance with the American with Disabilities Act

(ADA)

a. Successful Respondent must provide all necessary accessibility software licenses and hardware to ensure Successful Respondent’s agents who require assistive technology have full and effective access to Successful Respondent’s systems. This includes, but is not limited to, providing licenses for screen readers like Job Access With Speech (JAWS) and screen magnification software like ZoomText. This also includes hardware such as video magnifiers, switches, and braille displays.

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b. Successful Respondent must provide accessible digital content for Successful Respondent’s agents to access training.

c. Successful Respondent must provide auxiliary Services in a format accessible by touch-tone, pulse, and rotary dial telephones to people with disabilities.

d. Successful Respondent’s agents must be able to accept, respond to, calls from hearing impaired services such as Relay Texas. Refer to Sections 11.4 and 11.5 of Attachment 1, TWC Terms & Conditions for further guidance.

2.2.6.6 Networking Requirements

a. Bandwidth Requirements.

1. Successful Respondent must ensure it has sufficient bandwidth for handling Voice over Internet Protocol (VoIP) traffic between TWC’s IVR and Successful Respondent’s Contact Center.

2. Successful Respondent’s agents must have a reliable high speed internet connection during working hours when connecting to TWC’s Windows 365 Government Cloud PC, TWC’s VPN solutions, TWC Tools and TWC Systems, listed in Section 2.2.7, TWC Tools and TWC Systems.

b. Network Protocols.

1. Successful Respondent’s Contact Center must support standard network protocols for communication with TWC’s IVR system.

2. Successful Respondent’s Contact Center’s network protocols must include protocols such as Session Initiation Protocol (SIP) for VoIP communication and hypertext transfer protocol secure (HTTPS) for secure data transmission.

2.2.6.7 Multifactor Authentication (MFA)

To ensure robust security measures, Successful Respondent’s agents must be equipped to perform multifactor authentication (MFA) using one of the following methods:

a. Microsoft Authenticator application seamlessly integrated with Microsoft Entra ID (TWC’s preferred option).

b. Short Message Service (SMS) text authentication (less preferred).

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c. Authentication via phone call, which requires a…