ESBD_405633_1765899786889_3202500130 Addendum 12.pdf
PDF 146 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This is an Addendum to a Request for Proposals issued by the Texas Workforce Commission for Customer Care Contact Center Services (RFP No. 3202500130). Addendum 12, issued on December 16, 2025, provides clarifications on three vendor questions regarding the Interactive Voice Response (IVR) system requirements and customer interaction recording capabilities. The addendum confirms that the Successful Respondent will receive calls routed through the TWC IVR system and will then route those calls to the Successful Respondent's own staff. The IVR system must be scalable to support an average call volume of 550,000 calls with potential increases up to 1,000,000 calls per month. The submission deadline for proposals is January 23, 2026, at 10:00 AM CST, with evaluation and negotiations scheduled for January/February 2026, Notice of Intent notification anticipated in March 2026, and the contract start date anticipated for April/May 2026. Respondents must acknowledge receipt of this addendum by signing and dating the provided space and submitting it with their proposal response; failure to do so may result in disqualification.
The addendum addresses technical and operational clarifications necessary for vendors to prepare accurate and compliant proposals, specifically regarding the role of the IVR system in call routing and the mechanics of call recording when agents utilize TWC's telephony infrastructure. These clarifications reference previous answers provided in Addendum 10 and Addendum 11, indicating an iterative process of vendor engagement throughout the procurement cycle. The addendum does not introduce new pricing terms, set-asides, or funding requirements but rather provides essential technical specifications and operational parameters to ensure vendors can accurately assess their capability to meet TWC's service delivery requirements.
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Addendum # 12 Issue date 12/16/2025
Request for Proposals (RFP) Customer Care Contact Center
Services RFP No. 3202500130
Texas Workforce Commission
101 East 15th Street, Austin, Texas 78778
Purpose:
Clarification on Questions 253, 258 and 268 from Addendum 11 posted 12/12/2025.
1. Deadline for Submission of Proposals will be January 23, 2026, 10:00 AM
CST.
2. Evaluation/Negotiations Date will be January 2026/February 2026.
3. The Anticipated Notice of Intent Notification will be March 2026.
4. The Anticipated Contract Start Date will be 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.
Version 1.0 Page 2 of 3 Rev. 11/20/2025
Question and Answer Document The following table outlines vendor questions, references Request for Proposal (RFP) sections and page numbers, and the Texas Workforce Commission response to questions:
Question and Answer Document Clarifications
# RFP Section Page
Vendor Question TWC Answer
253 RFP Section
2.2.2.4 IVR
Calls
21 This states “Successful Respondent must be able to support an IVR system scalable to support an average call volume of 550,000 calls with potential increases up to 1,000,000 calls per month. Can TWC provide clarification as to whether all calls are managed via TWC IVR, then routed directly to Successful Respondent or will calls be routed through TWC IVR directly to Successful Respondent remote staff?
TWC will route calls to the Successful Respondent, and the Successful Respondent will then route the calls to the Successful Respondent’s staff.
Version 1.0 Page 3 of 3 Rev. 11/20/2025
# RFP Section Page
Vendor Question TWC Answer
258 RFP Section
2.2.2.4 IVR
Calls
21-
Can you describe what you mean by support an IVR system scalable to support an average inbound volume of…..?
What is the role of the IVR system? Would it be routing calls to our agents or routing calls to TWC teams? Is IVR system associated with a Task Order or is it ongoing, aside from a Task Order?
See answers to Questions 185 posted as part of Addendum 10 and 253 posted as part of Addendum 11.
268 RFP Section 2.2.2.6 Customer Interaction Recording
22 2.2.2.6 – Can TWC clarify how the Successful Respondent could record calls if agents are using TWC’s telephony?
See answer to Question 64 posted as part of Addendum 10.
Request for Proposals (RFP) Customer Care Contact Center Services
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