ESBD_405633_1759171197891_3202500130 Addendum 8.pdf
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- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This is an Addendum 8 to the Request for Proposals issued by the Texas Workforce Commission (TWC) for Customer Care Contact Center Services (Solicitation 3202500130). The solicitation seeks qualified vendors to provide auxiliary contact center services, including telephone, email, and chat communications across various program areas during periods of heightened call volumes. Agents must be physically located in the United States, preferably in Texas. The initial contract term is one year with options to extend for four additional one-year terms. Proposals were due by May 16, 2025 at 10:00 a.m. Central Time. The evaluation process consists of three primary categories: Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%).
Vendors 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). A significant Historically Underutilized Business (HUB) component requires respondents to submit a comprehensive HUB Subcontracting Plan with a state-mandated HUB goal of twenty-six percent. The solicitation mandates strict data protection and privacy standards through a comprehensive Data Use Agreement and Security and Privacy Inquiry (SPI) Form. Successful respondents must provide agents, technology, equipment, and reporting capabilities with a focus on first call resolution, high customer satisfaction, and compliance with TWC's operational requirements.
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Addendum # 8 Issue date 09/29/2025
Request for Proposals (RFP) Customer Care Contact Center
Services RFP No. 3202500130
Texas Workforce Commission 101 East 15th Street, Austin, Texas 78778
Purpose:
See Table 1 Schedule of Events on Page 2 for the following:
1. Estimated Date Responses to Written Questions uploaded to
Bonfire and notification posted on ESBD has been extended to October 29, 2025.
2. Deadline for Submission of Proposals has been extended to: November 19, 2025, 10:00 AM CST.
3. Evaluation/Negotiations Date has been extended to December 2025/January 2026.
4. The Anticipated Notice of Intent Notification has been extended to January 2026/February 2026.
5. The Anticipated Contract Start Date has been extended to March 2026/April 2026.
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
October 29, 2025
Deadline for Submission of Proposals NOTE: Proposals must be RECEIVED by TWC by the deadline via Bonfire.
November 19, 2025 10:00 AM Central Time
Evaluation/Negotiations December 2025/January 2026
Anticipated Notice of Intent Notification January 2026/February 2026
Anticipated Contract Start Date MARCH 2026/APRIL 2026 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 # 8 |
| Request for Proposals (RFP) Customer Care Contact Center Services |
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