ESBD_405633_1756926813232_3202500130 Addendum 7.docx

This is Addendum 7 to the Request for Proposals (RFP) issued by the Texas Workforce Commission (TWC) for Customer Care Contact Center Services, 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. 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 is one year with options to extend for four additional one-year terms. Vendors will be required to provide agents, technology, equipment, and reporting capabilities focused on first call resolution and high customer satisfaction.

Proposals will be evaluated on three primary categories: Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%). 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). A state-mandated Historically Underutilized Business (HUB) goal of twenty-six percent applies to the contract, requiring respondents to submit a comprehensive HUB Subcontracting Plan. All 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. The contract will utilize a task order structure, providing TWC flexibility in allocating services among successful respondents.