ESBD_405633_1755284747769_3202500130 Addendum No 6.docx

This Addendum No. 6 modifies the Request for Proposals (RFP) issued by the Texas Workforce Commission (TWC) for Customer Care Contact Center Services under solicitation number 3202500130. The solicitation 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 RFP 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. The evaluation methodology allocates 30 percent to Cost Proposal, 30 percent to Qualifications/Experience/Past Performance, and 40 percent to Proposed Solution.

The solicitation includes a state-mandated Historically Underutilized Business (HUB) goal of 26 percent, requiring respondents to submit a comprehensive HUB Subcontracting Plan demonstrating engagement of certified HUB vendors. Successful 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). Vendors must comply with strict data protection and privacy standards through submission of a comprehensive Data Use Agreement and Security and Privacy Inquiry (SPI) Form. Respondents will be required to provide agents, technology, equipment, and reporting capabilities while maintaining high-performance standards and compliance with TWC operational requirements. The specific details of Addendum No. 6 modifications are not detailed in the provided summary but represent amendments to the original solicitation terms.