ESBD_405633_1753891097525_3202500130 Addendum No 5.docx

This is Addendum No. 5 to a Request for Proposals issued by the Texas Workforce Commission for Customer Care Contact Center Services (RFP No. 3202500130). The addendum extends multiple critical deadlines for the procurement. The pre-proposal conference was held on April 4, 2025, and the deadline for submitting written questions was April 8, 2025. Respondents were required to submit draft Historically Underutilized Business (HUB) Subcontracting Plans by April 11, 2025, with TWC providing courtesy review by April 18, 2025. The estimated response date for written questions has been extended to August 15, 2025. The deadline for proposal submission has been extended to September 5, 2025, at 10:00 a.m. Central Time, with evaluation and negotiations scheduled for October 2025. The anticipated notice of intent notification is November 2025, and the contract start date is anticipated for December 2025. Respondents must acknowledge receipt of this addendum and include the signed acknowledgment with their proposal submission; failure to do so may result in disqualification.

The addendum does not provide specific pricing information, funding amounts, or details regarding set-asides beyond the existing HUB requirement of twenty-six percent mandated by the state. The procurement involves auxiliary contact center services to handle telephone, email, and chat communications during periods of heightened call volumes, with agents required to be physically located in the United States, preferably in Texas. Proposals will be evaluated on Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%). The initial contract term is one year with options to extend for four additional one-year terms. Vendors must maintain extensive 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), and comply with strict data protection and privacy standards.