Summary

This file is a collection of exhibits (J through P) for a Vital Statistics Call Center (VSCC) contract opportunity issued by the Texas Health and Human Services Commission (HHS). The exhibits provide supporting documentation and detailed specifications for a call center operation designed to handle vital statistics inquiries and services. The exhibits include operational requirements, performance standards, staffing guidelines, technology specifications, and quality assurance metrics necessary for the contractor to deliver comprehensive call center services. The contract requires the successful bidder to establish and maintain a fully functional call center capable of processing high-volume inquiries related to vital statistics services, including birth certificates, death certificates, and marriage records. The exhibits establish specific service level agreements, call handling procedures, hours of operation, and documentation requirements that bidders must meet or exceed during contract performance.

The exhibits outline detailed performance metrics, including call answer rates, average handle times, first-call resolution targets, and customer satisfaction requirements that the contractor must achieve and maintain throughout the contract term. Specific staffing requirements, training standards, and quality assurance protocols are detailed to ensure consistent service delivery. The documentation includes technical infrastructure requirements, system integration specifications, and reporting obligations to support HHS in monitoring contractor performance. These exhibits serve as the operational framework and detailed specifications that prospective bidders must review to develop compliant proposals and understand the scope of services required for successful contract execution.