ESBD_405633_1761751692783_3202500130 Addendum 9.pdf
PDF 144 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This is an Addendum 9 document issued by the Texas Workforce Commission (TWC) for the Customer Care Contact Center Services solicitation (3202500130). The addendum modifies the original Request for Proposals, which seeks qualified vendors to provide auxiliary contact center services including telephone, email, and chat support across various TWC program areas during periods of elevated call volume. The solicitation requires agents to be physically located in the United States with preference for Texas-based personnel and mandates first-call resolution and high customer satisfaction standards. Proposals were due by May 16, 2025 at 10:00 a.m. Central Time. The contract will be structured as a task order vehicle allowing TWC to allocate services among successful respondents. The initial contract term is one year with options to extend for four additional one-year terms.
Proposals will be evaluated on a weighted basis: Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%). The solicitation includes a state-mandated Historically Underutilized Business (HUB) goal of twenty-six percent, requiring respondents to submit a comprehensive HUB Subcontracting Plan. 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). The contract mandates strict data protection and privacy standards, including completion of a Data Use Agreement and Security and Privacy Inquiry (SPI) Form. Successful vendors must provide qualified agents, technology infrastructure, equipment, and comprehensive reporting capabilities aligned with TWC operational and compliance requirements.
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Addendum # 9 Issue date 10/29/2025
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 December 1, 2025.
2. Deadline for Submission of Proposals has been extended to: December 19, 2025, 10:00 AM CST.
3. Evaluation/Negotiations Date has been extended to January 2026/February 2026.
4. The Anticipated Notice of Intent Notification has been extended to February 2026/March 2026.
5. The Anticipated Contract Start Date has been extended to April 2026/May 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
December 1, 2025
Deadline for Submission of Proposals NOTE: Proposals must be RECEIVED by TWC by the deadline via Bonfire.
December 19, 2025 10:00 AM Central Time
Evaluation/Negotiations January 2026/February 2026
Anticipated Notice of Intent Notification February 2026/March 2026
Anticipated Contract Start Date APRIL 2026/MAY 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 # 9 |
| Request for Proposals (RFP) Customer Care Contact Center Services |
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