ESBD_405633_1750273930209_3202500130 Addendum No 4.pdf
PDF 145 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This is Addendum No. 4 to a Request for Proposals issued by the Texas Workforce Commission (TWC) for Customer Care Contact Center Services under solicitation number 3202500130. The procurement seeks qualified vendors to provide auxiliary contact center services including telephone, email, and chat communications across various TWC program areas during periods of heightened call volumes. Agents must be physically located in the United States, preferably in Texas, and capable of handling customer inquiries with emphasis on first call resolution and high customer satisfaction. The solicitation was released on March 28, 2025, with proposals due by May 16, 2025 at 10:00 a.m. Central Time. The initial contract term will be one year with options to extend for four additional one-year terms. Proposals will be evaluated based on three primary categories: Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%).
Successful respondents must maintain comprehensive insurance coverage, including Commercial General Liability ($2,000,000), Comprehensive Automobile Liability ($1,000,000), Umbrella Liability ($25,000,000), Professional Liability ($5,000,000), and Cyber/Privacy Liability Insurance ($5,000,000). The solicitation includes a significant Historically Underutilized Business (HUB) component with a state-mandated HUB goal of twenty-six percent, requiring respondents to submit a comprehensive HUB Subcontracting Plan. Vendors must comply with strict data protection and privacy standards, including submission of a comprehensive Data Use Agreement and Security and Privacy Inquiry (SPI) Form. Successful respondents will be required to provide agents, technology, equipment, and reporting capabilities while maintaining high-performance standards and compliance with TWC's operational requirements. The contract will utilize a task order structure, allowing TWC flexibility in allocating services among potential successful respondents.
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Text version
Addendum # 4 Issue date 06/18/2025
Request for Proposals (RFP) Customer Care Contact Center
Services RFP No. 3202500130
Texas Workforce Commission
101 East 15th Street, Austin, Texas 78778 Purpose:
1. Estimated Date Responses to Written Questions uploaded to Bonfire and notification posted on ESBD has been extended to July 30, 2025.
a. See Table 1 Schedule of Events on Page 2.
2. Deadline for Submission of Proposals has been extended to: August
22, 2025, 10:00 AM CST.
a. See Table 1 Schedule of Events on Page 2.
3. Evaluation/Negotiations Date has been extended to September 2025
a. See Table 1 Schedule of Events on Page 2.
4. The Anticipated Notice of Intent Notification has been extended to October 2025
a. See Table 1 Schedule of Events on Page 2.
5. The Anticipated Contract Start Date has been extended to November 2025
a. See Table 1 Schedule of Events on Page 2 .
6. Change t o the Sole Point of Contact for this RFP to Gaye Smith, CTCD, CTCM
THIS ADDENDUM FORMS A PART OF THE CONTRACT DOCUMENTS.
ACKNOWLEDGE RECEIPT OF THIS ADDENDUM IN THE SPACE PROVIDED BELOW
AND SUBMIT WITH THE RESPONSE, FAILURE TO DO SO MAY DISQUALIFY
RESPONDENT.
Respondent’s Signature of Acknowledgement
Date: _____________
Respondent must include this page, signed, and dated, with their RFP submission response.
Table 1: Schedule of Events
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
July 30, 2025
Deadline for Submission of Proposals NOTE: Proposals must be RECEIVED by TWC by the deadline via Bonfire.
August 22, 2025 10:00 AM Central Time
Evaluation/Negotiations September 2025
Anticipated Notice of Intent Notification October 2025
Anticipated Contract Start Date NOVEMBER 2025 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 https://twc-texas-gov.bonfirehub.com/portal/?tab=openOpportunities
| Addendum # 4 |
| Request for Proposals (RFP) Customer Care Contact Center Services |
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