REVISED Exhibit 19 Customer Service IVR Live Agent Calls.xlsx

This document is an Exhibit containing historical and projected call volume data for a State of New Jersey Department of Human Services, Division of Family Development, Office of Child Support Services contract opportunity for a State Disbursement Unit (SDU) that includes payment processing and customer service. The contract covers services to be provided in Mercer County and Trenton City, New Jersey. The intent is to award a contract for the New Jersey Family Support Payment Center (NJFSPC) to perform all child support and related fiscal functions, and the New Jersey Family Support Services Center (NJFSSC) to provide customer service. Responses are due by 2pm on April 19, 2024. The current contract is being re-procured, but bidders should not rely on data from the existing contract when preparing their response.

The pricing is requested on a firm-fixed-price and annual basis for various services, but the budget range or award value is not provided in the documents. The bid solicitation does not specify any set-aside designations or restrictions on the types of organizations that can respond. The contractor must meet federal and state requirements for operating the SDU, including having knowledge of current laws, regulations, and guidelines applicable to the Title IV-D program.