ESBD_405633_1767037163110_3202500130 Addendum 13.pdf
PDF 142 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
Addendum 13 to RFP 3202500130 - Texas Workforce Commission Customer Care Contact Center Services
This addendum is a clarification document issued by the Texas Workforce Commission on December 29, 2025, addressing vendor questions regarding the Request for Proposals (RFP) for Customer Care Contact Center Services (RFP No. 3202500130). The addendum provides critical timeline updates and procedural guidance for interested respondents. The proposal submission deadline has been established as January 23, 2026, at 10:00 a.m. Central Standard Time. Evaluation and negotiations are anticipated to occur during January and February 2026, with a Notice of Intent to be issued in March 2026 and an anticipated contract start date in April or May 2026. The addendum specifically clarifies that respondents must submit resumes for all customer service agents included in their proposal, with the pricing sheet indicating a requirement for 61 or more agents, ensuring compliance with the personnel documentation requirements outlined in RFP Section 2.4.
The addendum constitutes a binding part of the contract documents and requires respondents to acknowledge receipt by providing a signed and dated acknowledgement page with their RFP submission; failure to do so may result in disqualification. This clarification addresses Question 379 from Addendum 11 (posted December 12, 2025) and establishes that the submission of complete agent resumes is mandatory for proposal compliance, thereby eliminating ambiguity regarding the extent of personnel documentation required beyond key personnel submissions.
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Addendum # 13 Issue date 12/29/2025
Request for Proposals (RFP) Customer Care Contact Center
Services RFP No. 3202500130
Texas Workforce Commission
101 East 15th Street, Austin, Texas 78778
Purpose:
Clarification on Question 379 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 2 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
379 RFP Section
2.4 Key
Personnel and Proposed Organization
38-
What evidence does TWC need of our employees' proven track record of high-quality customer service (we see the section on key personnel needing to provide actual resumes, but does that also extend to agents?
For clarification, if customer service agent resumes are required with our proposal, should respondents provide 61 customer service agent resumes in order to be compliant? As the pricing sheet lists 61+ respondent agents.
Respondents should provide resumes for all agents submitted with proposal.
Request for Proposals (RFP) Customer Care Contact Center Services
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