SolicitationListofRespondents 121962 -o3 UI call center.docx

The document is a Solicitation List of Respondents for the Nebraska Department of Labor's Call Center Support for Unemployment Insurance Claims, solicitation number 121962 o3, with an opening date of June 27, 2025, at 2:00 PM. The solicitation received responses from 11 companies, including Automated Health Systems, North End Teleservices LLC, 22nd Century Technologies INC, Lighthouse Works Inc, DAS Technologies LLC, F.H. Cann & Associates, Inc., Coast Professionals Inc., Tata Consultancy Services, United Way of the Midlands, Public Support Ventures, and Direct Interactions Inc. Four additional respondents were deemed non-responsive, including Robertson Enterprise Group, LLC, IHS Solutions LLC, Centrinex, and Telvista (which withdrew its bid).

The solicitation seeks a vendor to provide comprehensive call center support for Unemployment Insurance services, handling approximately 71,000 annual calls, including 5,000 non-English speaking inquiries. The contract requires an onshore call center operating from 8:00 AM to 5:00 PM CST, Monday through Friday, with specific performance metrics including a 3-minute Average Speed to Answer, 10-minute Average Handle Time, and an 85% Customer Satisfaction Score. The initial contract term is one year, with options to renew for four additional one-year periods. The vendor must provide a Customer Relationship Management (CRM) system, multilingual support (with at least 10% of agents fluent in English and Spanish), and integrate with NDOL's existing systems. The anticipated contract award date is September 10, 2025, with proposals due by the specified opening date.