ESBD_405633_1767808662341_3202500130 Addendum 14.pdf
PDF 155 KB Posted
- Attached to
- Customer Care Contact Center Services
- Solicitation number
- 3202500130
- Issued by
- Texas
About this file
This Addendum 14 pertains to the Texas Workforce Commission (TWC) Request for Proposals for Customer Care Contact Center Services, solicitation number 3202500130. The procurement seeks qualified vendors to provide auxiliary contact center services handling 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, and capable of managing customer inquiries with emphasis on first call resolution and customer satisfaction. The solicitation 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. The contract will utilize a task order structure, allowing TWC flexibility in allocating services among successful respondents.
Proposals will be evaluated across three primary categories: 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 demonstrating inclusion of certified HUB vendors. 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). Successful respondents must provide agents, technology, equipment, and reporting capabilities while adhering to strict data protection and privacy standards, including completion of a comprehensive Data Use Agreement and Security and Privacy Inquiry Form to ensure secure handling of confidential information.
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Text version
Addendum # 14
Issue date 1/7/2026 Request for Proposals (RFP)
Customer Care Contact Center Services
RFP No. 3202500130
Texas Workforce Commission 101 East 15th Street, Austin, Texas 78778
Purpose:
Revision to Questions and Answers previously provided in Addendum 13 posted 12/29/2025, as well as clarification regarding questions received on HUB Subcontracting Plan (HSP) requirements.
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
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?
Respondents should provide resumes only for all key personnel submitted with proposal.
1 N/A N/A Does this November issued Executive Order impact the HUB requirements for this proposal in any way?
And if so how?
There is no impact for the HUB requirements submitted in your proposal. For further questions, as an exclusion to the sole point of contact to this solicitation, Respondents may email:
TWCHUBInfo@twc.texas.gov.
2 N/A N/A Should the HUB Subcontract Plan form still be completed and returned with our proposal?
Yes mailto:TWCHUBInfo@twc.texas.gov
Version 1.0 Page 3 of 3 Rev. 11/20/2025
# RFP Section Page
Vendor Question TWC Answer
3 N/A N/A As mentioned in the Q&A, “Respondents need not subcontract at all in order to be responsive as long as a correct and accurate HUB Subcontracting Plan form is submitted.”
Will a respondent be considered for award, if we choose not to subcontract, as long as the form is completed?
An award can be made whether or not a respondent is self-performing/ subcontracting. To be eligible for an award Respondents must submit an accurate, complete, and signed HUB Subcontracting Plan (HSP) with their Proposal.
Request for Proposals (RFP) Customer Care Contact Center Services
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