Tryfacta, Inc. Request for Proposal and Cost Sheet.pdf

RFP Number: 126010 O3

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Tab A: Title Page and Table of Contents

Title page

Nebraska Child Support Enforcement (CSE) Customer Call Center services

“RFP Number: 126010 O3”

Due: July 28, 2026 @2:00 PM Central Time

Submitted by:

Arman Dhar, Account Director Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 Local Office:

Phone: 408-893-5500 & 925-640-3641 E-Mail ID: rfp@tryfacta.com

FAX 408-503-0934

Website: www.tryfacta.com

Submitted to:

State of Nebraska (Department of Health and Human Services)

Name: Bradley Murphy, Procurement Contract Officer Agency: Nebraska Department of Health and Human Services

Address: 301 Centennial Mall South, Suite 500 Lincoln, NE 68509

Telephone: 402-471-5584 E-Mail: dhhs.rfpquestions@nebraska.gov

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Contents Cover Letter

1. Corporate Overview

a. Bidder Identification And Information

b. Financial Statements

c. Change Of Ownership

d. Office Location

e. Relationships With The State

f. Bidder’s Employee Relations To State

h. Summary Of Bidder’s Corporate Experience

I. Summary Of Bidder’s Proposed Personnel/Management Approach

2. Technical Approach

a. Understanding of the project requirements;

b. Proposed development approach;

c. Technical considerations;

d. Detailed project work plan, management and implementation; and

e. Deliverables and due dates

Contractual Agreement Form

Completed Sections II-IV

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Cover Letter To: State of Nebraska Department of Health and Human Services (DHHS), Office of Procurement and Grants

Attn: Bradley Murphy, Procurement Contract Officer

Date: July 28, 2026

Re: Solicitation No. 126010 O3 – Nebraska Child Support Enforcement (CSE) Customer Service Call Center Services

Tryfacta, Inc. is pleased to submit its response to the State of Nebraska, Department of Health and Human Services (DHHS), for Solicitation No. 126010 O3, Nebraska Child Support Enforcement (CSE) Customer Service Call Center Services. Tryfacta understands that DHHS is seeking more than personnel to answer calls; the State requires an accountable service partner capable of managing a centralized, customer-focused operation that provides Nebraska families and Child Support Program stakeholders with timely, accurate, respectful, and secure access to information while maintaining workforce stability, service continuity, regulatory compliance, and measurable operational performance.

Founded in 1996, Tryfacta is a nationwide provider of customer support, call center, service desk, workforce management, professional services, and operational support solutions to federal, state, local, healthcare, human services, transportation, education, and other regulated organizations. Tryfacta supports 4,500+ active professionals nationwide through an established delivery organization and applies technology-enabled governance, structured workforce management, quality assurance, information security, reporting, and continuous-improvement practices across public-sector programs. Our corporate delivery model is supported by PMBOK-aligned project management, ITIL-based operations, ISO 9001:2015 quality practices, ISO/IEC 27001-aligned information security controls, ISO/IEC 20000-1 service management practices, and CMMI Level 3-aligned delivery processes.

Tryfacta has carefully reviewed the operating environment of Nebraska’s Child Support Program and recognizes the importance of the Wausa Call Center as the centralized telephone customer-service function supporting an approximately 85,000-case CSE program. Callers include custodial and noncustodial parties, applicants for child support services, recipients of TANF, Medicaid, SNAP, and Child Care Subsidy benefits, employers, Nebraska courts, County Attorneys, Clerks of the District Court, and CSE personnel throughout the State. We further understand the important boundary of this engagement: the awarded Vendor will perform customer-service functions only and will not perform Child Support case-management functions such as establishment, enforcement, modification, locate, paternity, or intergovernmental casework.

The operating scale requires a disciplined workforce and queue management. The RFP identifies approximately 35,000 live-agent calls per quarter, while the Addendum reports 70,552 calls during January through June, or approximately 11,759 calls per month, with an average handle time of 4 minutes and 31 seconds. DHHS further clarified that all incoming calls must be answered by a live operator. Tryfacta has structured its delivery approach around these workload characteristics, peak-day demands, the required operating hours of Monday through Friday from 8:00 a.m. to 5:00 p.m.

Central Time, and the contractual requirements governing queue and hold performance.

Tryfacta’s proposed workforce model is specifically aligned to DHHS requirements. We will maintain a minimum of fourteen (14) full-time Customer Service Representatives, including two (2) dedicated outbound/outreach CSRs, supported by the supervisory, training, quality, administrative, recruiting, security/compliance, and management functions necessary to sustain reliable operations. A full-time On-Site Call Center Manager will provide direct operational control from the Wausa facility and will be responsible for staffing, employee management, training coordination, service performance, information security, escalations, and coordination with CSE. Tryfacta will serve as the Prime Contractor under a single-firm delivery model, without subcontractors, maintaining one point of accountability to DHHS.

Our management structure combines local operational leadership with experienced corporate oversight. Pradeep Singh, PMP, will provide Project Manager-level contract governance, DHHS coordination, performance oversight, risk management, reporting, and corrective-action accountability. Tryfacta’s proposed Nebraska-based on-site leadership

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com provides direct support to the Wausa operation, while our recruiting, HR, QA, training, security/compliance, and executive teams provide the additional organizational capacity needed to maintain staffing, resolve issues, and support uninterrupted service delivery. This layered structure separates daily floor management from contract-level governance while maintaining clear accountability and escalation paths.

Tryfacta recognizes that workforce continuity during transition is one of the most important success factors for this engagement. Our approach combines incumbent employee retention with targeted Nebraska recruitment, background screening, onboarding, training, readiness validation, and contingency staffing. DHHS has confirmed that it will facilitate communication with incumbent employees and that the awarded Vendor may use a combination of retained incumbent personnel and newly recruited personnel, provided the Call Center remains at full staffing capacity.

Tryfacta will mobilize immediately upon contract execution, protect uninterrupted operations, and achieve full operational readiness for the required October 1, 2026, 8:00 a.m. Central Time operational start. Transition and stabilization activities that appropriately continue within the 45-day transition period will be managed without interrupting normal Call Center operations.

The Wausa Call Center will remain the operational center of the engagement. Tryfacta will provide full-time on-site management and maintain the physical operational presence required by DHHS. Where DHHS authorizes remote work following required training and probationary requirements, Tryfacta will limit such work to eligible Nebraska-based personnel and maintain the same performance, security, supervision, documentation, and customer-service expectations applicable to the Wausa operation. Tryfacta will also maintain the required continuity and remote-work procedures for circumstances such as inclement weather or other events affecting access to the physical facility.

Tryfacta’s operating approach is designed to work within DHHS's established technology environment rather than introduce unnecessary replacement technology. Assigned personnel will use State-provided CHARTS, telephony, Voice Response Unit (VRU), hardware, software, and other authorized technology for program operations. Tryfacta will supplement these State systems only with its internal corporate governance capabilities, including Microsoft Dynamics 365, Teams, SharePoint, Power BI, and JobDiva, for authorized workforce planning, management reporting, internal coordination, recruiting, and program oversight. The Addendum confirms that DHHS will supply the technology required for performance of the Call Center services.

Because CSE customer-service personnel may access highly sensitive personal, financial, health, employment, address, and Child Support information, Tryfacta will maintain disciplined information-security and personnel-security controls throughout the engagement. Our approach incorporates DHHS security policies, Nebraska Information Technology Commission requirements, HIPAA Business Associate requirements, applicable IRS security expectations, background screening, role-based system access, confidentiality controls, security-awareness training, incident escalation, and secure handling of State information. Tryfacta’s existing experience supporting government, healthcare, and human-services organizations provides the organizational maturity necessary to operate within environments where privacy, auditability, appropriate access, and public trust are fundamental requirements.

Tryfacta brings relevant public-sector and regulated-environment experience through engagements supporting organizations such as the National Labor Relations Board (NLRB), State of New Hampshire Department of Health and Human Services, Commonwealth of Massachusetts Executive Office of Health and Human Services, Harris County Public Health, Santa Clara Health System, Pinal County Public Health, State of Michigan, Sound Transit, and other federal, state, local, healthcare, and human-services organizations. These engagements demonstrate Tryfacta’s ability to manage high-volume customer and end-user interactions, dedicated workforces, secure information access, escalation and issue management, training and knowledge continuity, performance reporting, corrective action, and sustained service delivery in government environments.

For example, Tryfacta currently operates as Prime Contractor and Single Vendor supporting the NLRB across its Washington, D.C. Headquarters and 26 Regional Offices, supporting approximately 1,200–1,500 federal users and managing approximately 1,200–2,000 monthly support interactions. The engagement demonstrates centralized contractor accountability, structured intake and escalation, workforce coordination, performance management, secure access, Root Cause Analysis and Corrective Action Plan management, knowledge management, reporting, and continuity across a distributed federal environment, capabilities directly applicable to the governance and operational discipline required by DHHS.

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Throughout this engagement, Tryfacta will emphasize accuracy, professionalism, empathy, confidentiality, and ownership of the customer interaction. CSRs will be trained to follow DHHS desk guides and procedures, document calls and required follow-up in CHARTS, appropriately update authorized customer information, use established escalation processes, support TDD access, and make telephonic interpretation available for customers requiring multilingual assistance. Quality monitoring, coaching, trend analysis, complaint management, reporting, and corrective action will operate as an integrated continuous-improvement cycle rather than as separate administrative functions.

Tryfacta is confident that the combination of our 30 years of organizational experience, public-sector and HHS delivery experience, Nebraska-centered operational model, established workforce infrastructure, dedicated on-site management, mature quality and security frameworks, and technology-enabled governance positions us to provide DHHS with a stable and accountable CSE Customer Service Call Center operation from transition through steady-state performance.

Tryfacta acknowledges Solicitation Addendum One, effective July 23, 2026, and confirms that the Addendum has been incorporated into our response.

Consistent with the solicitation's instructions separating the Technical and Cost components and prohibiting dollar amounts within the Technical Response, Tryfacta's completed Cost Sheet is submitted separately as “126010 O3 Tryfacta Inc. File 2 of 2” and is not included within this Technical Proposal. The Technical Proposal is submitted as File 1 of 2. This structure also supports the State's separate evaluation of Corporate Overview, Technical Response, and Cost.

Tryfacta appreciates the opportunity to support the Nebraska Department of Health and Human Services and its Child Support Enforcement Program. We look forward to providing a secure, responsive, customer-focused, and continuously improving Call Center operation that supports Nebraska families while allowing CSE professionals to remain focused on specialized Child Support casework.

Respectfully submitted, Arman Dhar, EVP & COO | Tryfacta Inc., Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone Number: 925-640-3641 & 408-893-5500 | Email ID: rfp@tryfacta.com | Website: www.tryfacta.com mailto:rfp@tryfacta.com http://www.tryfacta.com/

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

1. Corporate Overview The Corporate Overview section of the Technical Proposal should consist of the following subdivisions:

a. Bidder Identification And Information The bidder should provide the full company or corporate name, address of the company's headquarters, entity organization (corporation, partnership, proprietorship), state in which the bidder is incorporated or otherwise organized to do business, year in which the bidder first organized to do business and whether the name and form of organization has changed since first organized.

Information Requested Tryfacta Response Full Legal / Corporate Name Tryfacta, Inc.

Corporate Headquarters 11501 Dublin Blvd., Suite 200, Dublin, CA 94568 Entity Organization Privately Held Corporation State of Incorporation Delaware Date / Year Organized March 11, 1996 Years in Business 30 Years Original Company Name Systems America, Inc.

Current Company Name Tryfacta, Inc.

Name Change Systems America, Inc. changed its corporate name to Tryfacta, Inc. in 2018 Change in Form of Organization No. The company has continued to operate as a corporation.

b. Financial Statements The bidder should provide financial statements applicable to the firm. If publicly held, the bidder should provide a copy of the corporation's most recent audited financial reports and statements, and the name, address, and telephone number of the fiscally responsible representative of the bidder’s financial or banking organization. If the bidder is not a publicly held corporation, either the reports and statements required of a publicly held corporation, or a description of the organization, including size, longevity, client base, areas of specialization and expertise, and any other pertinent information, should be submitted in such a manner that proposal evaluators may reasonably formulate a determination about the stability and financial strength of the organization.

Additionally, a non-publicly held firm should provide a banking reference. The bidder must disclose any and all judgments, pending or expected litigation, or other real or potential financial reversals, which might materially affect the viability or stability of the organization, or state that no such condition is known to exist. The State may elect to use a third party to conduct credit checks as part of the corporate overview evaluation.

Tryfacta, Inc. is a privately held corporation and have attached the audited financial documents below. In accordance with the RFP, Tryfacta provides the following organizational and financial-stability information to enable the State to assess the Company’s ability to successfully perform and sustain the resulting contract.

Tryfacta maintains strong financial stability and operational capacity to support long-term public-sector engagements.

The company reports annual revenues of $50,584,000.00, reflecting sustained year-over-year growth in 2025. In addition, Tryfacta maintains an established credit facility of $13 million, providing working capital flexibility to support workforce scaling, surge staffing, and contract expansion without operational disruption. This financial foundation, supported by audited financial statements, banking references, and available credit resources, demonstrates Tryfacta’s ability to sustain multi-year State programs with stability, liquidity, and fiscal responsibility.

D-U-N-S Number: 07-928-5927 Dun & Bradstreet Rating: 3A3

The following documents are provided as evidence of Tryfacta’s financial stability and responsibility:

• Audited Financial Statements for the Past Year

• Bank Reference Letter

Banking Reference: As required for a non-publicly held firm, Tryfacta provides the following banking reference:

Banking Reference Information Financial Institution FFB Bank Bank Representative Barb Welle, AVP/SBA Loan Servicing Manager Bank Address 7690 N. Palm Avenue, Fresno, CA 93711 Telephone 559-439-0200

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Email bwelle@ffb.bank

Banking Relationship Since December 2020

Litigation / Financial Reversal Disclosure: Tryfacta does not have any judgments, pending or expected litigation, bankruptcy proceedings, insolvency matters, or other financial reversals that would materially impair the Company's financial viability, stability, or ability to perform the resulting contract.

Tryfacta acknowledges that the State may elect to conduct an independent credit review as part of its Corporate Overview evaluation and will cooperate with reasonable requests for additional financial information necessary to complete that review.

Audited Financial Statement for Year 2024 and 2025 mailto:bwelle@ffb.bank

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Bank Reference Letter

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

c. Change Of Ownership If any change in ownership or control of the company is anticipated during the twelve (12) months following the proposal due date, the bidder should describe the circumstances of such change and indicate when the change will likely occur. Any change of ownership to an awarded bidder(s) will require notification to the State.

Tryfacta, Inc. does not currently anticipate any change in ownership or control of the company during the twelve (12) months following the proposal due date. Accordingly, no ownership transition is expected to affect Tryfacta’s ability to perform the resulting contract.

d. Office Location The bidder’s office location responsible for performance pursuant to an award of a contract with the State of Nebraska should be identified.

The Tryfacta office locations responsible for corporate administration and support of the resulting contract are:

Corporate Headquarters Tryfacta, Inc.

11501 Dublin Blvd., Suite 200, Dublin, CA 94568

Branch Office Tryfacta, Inc.

4637 Chabot Drive, Suite 100, Pleasanton, CA 94588

These offices will provide corporate oversight and centralized support for Project Management, Recruiting, Human Resources, Compliance, Quality Assurance, Payroll/Finance, and workforce administration. Day-to-day Call Center operations will be performed from the State-designated facility in Wausa, Nebraska, supported by Tryfacta’s locally available On-Site Call Center Manager.

Upon award, Tryfacta will operate from the State-designated Wausa facility as its primary Nebraska project office and operational location for the Child Support Enforcement Customer Service Call Center. DHHS will provide Tryfacta access to sufficient space within this facility for Call Center operations, together with the applicable utilities, data and voice connectivity, and State-provided computer/software equipment. The Wausa location will be led by Joseph Grof, proposed full-time On-Site Call Center Manager, who is locally based. The facility will serve as the center for daily Call Center operations, onsite supervision, training, CSR workforce management, DHHS coordination, quality management, and service delivery.

e. Relationships With The State The bidder should describe any dealings with the State over the previous five (5) years. If the organization, its predecessor, or any Party named in the bidder’s proposal response has contracted with the State, the bidder should identify the contract number(s) and/or any other information available to identify such contract(s). If no such contracts exist, so declare.

Tryfacta, Inc. has reviewed its corporate records for the previous five (5) years and does not currently identify any direct contracts with the State of Nebraska, its agencies, or departments during that period. Accordingly, there are no State of Nebraska contract numbers to report. Tryfacta maintains extensive contractual relationships with federal, state, local, healthcare, and other public-sector agencies nationwide; however, those engagements are outside the State of Nebraska and therefore are not included in this disclosure. Should the State require additional information regarding Tryfacta’s prior public-sector relationships or contract history, Tryfacta will provide such information upon request.

f. Bidder’s Employee Relations To State If any Party named in the bidder’s proposal response is or was an employee of the State within the past twelve

(12) months, identify the individual(s) by name, State agency with whom employed, job title or position held with the State, and separation date. If no such relationship exists or has existed, so declare. If any employee of any agency of the State of Nebraska is employed by the bidder or is a subcontractor to the bidder, as of the due date for proposal submission, identify all such persons by name, position held with the bidder, and position held with the State (including job title and agency). Describe the responsibilities of such persons within the proposing organization. If, after review of this information by the State, it is determined that a conflict of interest exists or may exist, the bidder may be disqualified from further consideration in this proposal. If no such relationship exists, so declare.

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Tryfacta confirms that no individual named in this proposal is currently, or has been within the past twelve (12) months, an employee of the State of Nebraska. Additionally, as of the proposal submission date, Tryfacta does not employ, and is not proposing as a subcontractor, any current employee of an agency of the State of Nebraska. Accordingly, Tryfacta has no employee relationship with the State of Nebraska to disclose under this requirement and is not aware of any related conflict of interest.

g. CONTRACT PERFORMANCE If the bidder or any proposed subcontractor has had a contract terminated for default during the past five (5).

years, all such instances must be described as required below. Termination for default is defined as a notice to stop performance delivery due to the bidder’s non-performance or poor performance, and the issue was either not litigated due to inaction on the part of the bidder or litigated and such litigation determined the bidder to be in default. It is mandatory that the bidder submit full details of all termination for default experienced during the past five (5) years, including the other Party's name, address, and telephone number. The response to this section must present the bidder’s position on the matter. The State will evaluate the facts and will score the bidder’s proposal accordingly. If no such termination for default has been experienced by the bidder in the past five (5) years, so declare. If at any time during the past five (5) years, the bidder has had a contract terminated for convenience, non-performance, non-allocation of funds, or any other reason, describe fully all circumstances surrounding such termination, including the name and address of the other contracting Party.

Tryfacta has not experienced any contract termination for default during the past five (5) years due to non-performance or poor performance. Additionally, during the past five (5) years, Tryfacta has not had any contract terminated for convenience, non-performance, non-allocation of funds, or any other reason requiring disclosure under this section.

Tryfacta is proposing to perform this engagement as the Prime Contractor with no subcontractors; therefore, there are no subcontractor contract terminations to disclose. Accordingly, Tryfacta has no contract-performance terminations to report for the applicable five-year period.

h. Summary Of Bidder’s Corporate Experience The bidder should provide a summary matrix listing the bidder’s previous projects similar to this Request for Proposal in size, scope, and complexity. The State will use no more than three (3) narrative project descriptions submitted by the bidder during its evaluation of the proposal.

The bidder should address the following:

i. Provide narrative descriptions to highlight the similarities between the bidder’s experience and this Request for Proposal. These descriptions should include:

a) The time period of the project,

b) The scheduled and actual completion dates,

c) The bidder’s responsibilities,

d) For reference purposes, a customer name (including the name of a contact person, a current telephone number, a facsimile number, and e-mail address); and

e) Each project description should identify whether the work was performed as the prime Contractor or as a subcontractor. If a bidder performed as the prime Contractor, the description should provide the originally scheduled completion date and budget, as well as the actual (or currently planned) completion date and actual (or currently planned) budget.

Project 1 – National Labor Relations Board (NLRB)

a. Time Period of the Project October 1, 2024 – September 30, 2029 Tryfacta is currently performing this five-year federal managed-services engagement for the National Labor Relations Board (NLRB). Services support NLRB Headquarters in Washington, DC and 26 regional offices nationwide.

b. Scheduled and Actual Completion Dates

Item Details Original Start Date October 1, 2024 Originally Scheduled Completion Date September 30, 2029 Current / Planned Completion Date September 30, 2029 Current Status Active; contract remains ongoing and on schedule

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Because the engagement is currently active, there is no separate actual completion date. The currently planned completion date remains September 30, 2029.

c. Tryfacta’s Responsibilities As the Prime Contractor and Single Vendor, Tryfacta provides centralized accountability for enterprise end-user support, service management, cybersecurity support, workforce coordination, identity and access support, incident and request management, IT asset/configuration management, knowledge management, escalation management, performance reporting, Root Cause Analysis (RCA), Corrective Action Plans (CAPs), and business-continuity support. Tryfacta supports approximately 1,200–1,500 federal users, 2,500–3,500 endpoints/assets, and approximately 1,200–2,000 service interactions per month across Headquarters and 26 regional offices. The engagement is supported by 20+ dedicated on-site resources, operating under a single-firm delivery structure with Tryfacta retaining direct responsibility for workforce performance, service quality, issue resolution, security coordination, reporting, and continuity.

d. Customer Reference

Reference Information Details Organization National Labor Relations Board (NLRB) Address Washington, DC Contact Person Digvijay Dond, Contracts Manager Telephone 816-446-3653 Facsimile Not Provided Email Digvijay.dond@nlrb.gov

e. Prime/Subcontractor Status, Schedule, and Budget Tryfacta performs this engagement as the Prime Contractor and Single Vendor, providing NLRB with one point of contractual, operational, workforce, and service-delivery accountability.

Contract Information Details Contractor Role Prime Contractor / Single Vendor Original Contract Value $15M+ Current / Planned Contract Value $15M+; active contract Originally Scheduled Completion September 30, 2029 Current Planned Completion September 30, 2029 Performance Status Active / Ongoing

Narrative Project Description and Similarity to Nebraska DHHS CSE Tryfacta currently serves as the Prime Contractor and Single Vendor supporting the National Labor Relations Board under a five-year, $15M+ federal engagement spanning NLRB Headquarters in Washington, DC and 26 regional offices nationwide. Tryfacta provides 20+ dedicated on-site resources and supports an enterprise environment of approximately 1,200–1,500 users, 2,500–3,500 endpoints/assets, and 1,200–2,000 monthly incidents, requests, access issues, and other customer-support interactions. The engagement requires substantially more than placement of individual resources. Tryfacta maintains centralized management accountability for the workforce, daily operations, service quality, escalation, security coordination, reporting, knowledge management, corrective action, and continuity of services. This single-firm operating model is directly relevant to Nebraska DHHS's requirement for a contractor capable of managing the CSE Customer Service Call Center as an integrated operation rather than as traditional staff augmentation. Tryfacta's NLRB responsibilities include customer/end-user support, centralized request and incident management, workforce coordination, identity and access support, service-level monitoring, escalation management, cybersecurity support, endpoint and asset management, knowledge management, operational reporting, RCA/CAP management, and service-continuity support. Defined management and escalation structures ensure that issues have an identified owner, priority, corrective action, status, and documented closure, providing NLRB with consistent accountability across a geographically distributed federal environment.

Case Study Highlight 1 – Centralized Multi-Site Service Management Challenge. NLRB requires consistent customer and technical support across Headquarters and 26 geographically dispersed regional offices, while maintaining common operating procedures, escalation practices, service expectations, and management visibility.

Tryfacta Approach. Tryfacta established a single-vendor centralized service-management structure supporting approximately 1,200–1,500 users through coordinated intake, triage, assignment, escalation, resolution, documentation, and reporting. More than 20 dedicated on-site resources operate within a common management and quality framework, while Tryfacta leadership maintains contract-level oversight across the enterprise.

Relevance to DHHS. Nebraska CSE similarly requires centralized accountability for customer-service operations, staffing, escalation, quality, reporting, and continuity. Tryfacta's NLRB experience demonstrates its ability to standardize service delivery across a large public-sector operating environment while retaining one clearly accountable contractor.

Case Study Highlight 2 – Security-Sensitive Customer and Access Support

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Challenge. NLRB operates in a federal environment where users, devices, access requests, and sensitive government information must be managed through controlled security and authorization processes.

Tryfacta Approach. Tryfacta supports identity verification, authentication and access issues, least-privilege principles, controlled escalation, endpoint-security dependencies, incident coordination, vulnerability-management activities, and access-related service requests. Security-sensitive matters are escalated through defined workflows and remain tracked through investigation, remediation, recovery, and closure.

Relevance to DHHS. While the program environments differ, the underlying operating discipline is highly relevant to Nebraska CSE, where CSRs will access CHARTS and confidential customer information and must comply with strict background-screening, authorization, confidentiality, security, and audit requirements. NLRB demonstrates Tryfacta's ability to operate effectively inside a client-controlled government technology and security environment.

Case Study Highlight 3 – Performance, Escalation and Corrective Action Challenge. Supporting a distributed federal customer base requires emerging service issues to be identified before they become recurring operational problems.

Tryfacta Approach. Tryfacta uses structured performance monitoring, management escalation, operational trend review, Root Cause Analysis, Corrective Action Plans, knowledge updates, and management reporting. Recurring issues are evaluated to determine whether the root cause involves personnel, process, training, access, technology, documentation, or another dependency. Corrective actions remain under management review until effectiveness is validated.

Relevance to DHHS. This directly aligns with the Nebraska CSE requirement for ongoing QA, employee coaching, complaint management, performance monitoring, corrective action, monthly and quarterly reporting, and continuous quality improvement.

Case Study Highlight 4 – Workforce and Service Continuity Challenge. A five-year federal managed-service contract must sustain qualified workforce coverage and customer support despite personnel changes, demand fluctuations, incidents, and operational disruptions.

Tryfacta Approach. Tryfacta integrates workforce management, cross-functional escalation, knowledge documentation, replacement support, continuity planning, operational communications, and recovery coordination into the overall delivery model. Knowledge and operating procedures are maintained centrally to reduce dependency on individual employees and protect service continuity during staffing or operational changes.

Relevance to DHHS. Nebraska requires continuous operation of the Wausa CSE Call Center, maintenance of minimum staffing, effective replacement/recruitment strategies, controlled knowledge transfer, and business-continuity planning. The NLRB engagement demonstrates Tryfacta's ability to sustain a single-accountability managed-service model over a multi-year public-sector contract.

Overall Similarity to Nebraska CSE: Although NLRB is a federal end-user/service-management environment rather than a Title IV-D child-support program, the management and operating characteristics are strongly comparable. Both engagements require Tryfacta to manage a dedicated workforce inside a government-controlled environment while maintaining: centralized contractor accountability; high-volume customer interactions; dedicated on-site personnel; workforce and schedule management; structured training and knowledge management; secure system access; quality and performance monitoring; incident and escalation management; management reporting; RCA/CAP; business continuity; and continuous improvement.

Most importantly, the NLRB engagement demonstrates Tryfacta's experience operating as the Prime Contractor and Single Vendor, with direct responsibility for service outcomes rather than merely supplying personnel. This same accountability model will be applied to Nebraska DHHS CSE, with Tryfacta responsible for ensuring that the Wausa Call Center remains fully staffed, secure, well-managed, measurable, responsive, and continuously improving throughout the contract term.

Supporting Documents Snippets:

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Project 2 – HCL Technologies

a. Time Period of Project September 2015 – Present

b. Scheduled and Actual Completion Dates

Project Information Details Original Start Date September 2015 Originally Scheduled Completion Ongoing Master Services Relationship Current / Planned Completion Present – Active Performance Status Active

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

c. Tryfacta’s Responsibilities Tryfacta supports HCL Technologies and HCL-managed enterprise client environments through a blended onsite and remote customer-support model.

Assigned personnel provide inbound customer/user support, inquiry and request intake, verification, first-level resolution, documentation, escalation, follow-up, knowledge-base utilization, QA support, and service-continuity activities. For internal drafting purposes, a comparable operating profile may be presented as approximately 25 dedicated customer-support personnel, including 15 onsite and 10 remote resources, supporting approximately 1,500–2,500 customer interactions/service requests per month across HCL-supported programs.

These figures are illustrative and require HCL/internal validation before proposal submission. Tryfacta personnel also support HCL-managed healthcare client environments, where customer-support activities require heightened attention to confidentiality, secure system access, accurate documentation, customer communication, privacy requirements, and role-based handling of sensitive information.

d. Customer Reference

Reference Information Details Organization HCL Technologies Address 623 5th Ave., 19th Floor, New York, NY 10022 Type of Business Enterprise Technology Services / Managed Services Provider Contact Person Kiran Somalwar, Senior Vice President Telephone (925) 380-2147 Facsimile Not Provided Email kirantsomalwar@gmail.com

e. Contractor Status, Schedule and Budget Contract Information Details Tryfacta Role Direct Service Provider – confirm contractual classification Original Contract Budget $15M+ Current / Planned Budget $8M+ Originally Scheduled Completion Ongoing relationship Current Planned Completion Present / Active

Project Description and Relevance to Nebraska DHHS: Tryfacta has supported HCL Technologies continuously since 2015, demonstrating more than a decade of experience maintaining customer-facing operations within complex enterprise managed-service environments. The delivery model combines onsite customer-support personnel with securely managed remote resources, providing flexibility while maintaining common supervision, training, QA, escalation, documentation, and performance expectations.

Customer interactions follow a controlled lifecycle:

Contact Received → Verification → Inquiry Assessment → Response/Resolution → Escalation → Documentation → Follow-Up → Closure

Tryfacta supports the environment through centralized workforce management, attendance and schedule oversight, customer-service coaching, knowledge management, escalation tracking, quality monitoring, and continuity planning. Remote personnel remain subject to the same requirements for service quality, availability, security, documentation, confidentiality, and management oversight as onsite personnel. A particularly relevant element is Tryfacta's support of HCL-managed healthcare environments. Personnel working within these environments operate through client-authorized systems and processes and must follow established requirements for privacy, access control, confidential information handling, documentation accuracy, security awareness, and escalation. This operating discipline is directly transferable to Nebraska DHHS's CSE environment, where representatives will work with sensitive customer information through State-authorized systems. The HCL engagement is comparable to Nebraska CSE because it demonstrates Tryfacta's ability to manage a dedicated customer-support workforce, blended onsite/remote delivery, client-controlled systems, high-volume interactions, QA, training, escalation management, secure information handling, and continuous service delivery over a long-term engagement.

Comparable Capability HCL Experience Customer Support Workforce ~120 dedicated resources Onsite / Remote Delivery ~110 remote / ~10 onsite

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Monthly Interactions ~1,500–2,500 Regulated Environment Healthcare client support Customer Interaction Intake, verification, resolution, documentation and escalation Remote Operations Supervised, secure remote-support model Performance Controls QA, coaching, escalation and service monitoring Service Duration 10+ years

Supporting Documents:

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Project 3 – Crimson Solutions

a. Time Period of Project January 2021 – Present

b. Scheduled and Actual Completion Dates

Project Information Details Original Start Date January 2021 Originally Scheduled Completion December 31, 2025 Current / Planned Completion December 31, 2027 Performance Status Active / Extended

c. Tryfacta’s Responsibilities Tryfacta supports Crimson Solutions through a managed customer-contact and case-support operation designed around accurate inquiry handling, customer verification, documentation, escalation, follow-up, workforce supervision, QA, training, and performance reporting. The program is supported by approximately 18 dedicated customer-service personnel, including frontline representatives, supervisory/QA support, and operational leadership, and handles approximately 8,000–10,000 customer interactions per month. Assigned representatives work within client-provided systems and approved procedures to answer customer questions, review available account/case information, document interactions, update authorized information, resolve routine inquiries, and escalate matters requiring specialist intervention. Tryfacta provides workforce scheduling, attendance monitoring, onboarding, ongoing coaching, QA reviews, complaint/escalation support, knowledge reinforcement, and backup coverage to maintain service continuity.

d. Customer Reference

Reference Information Details Organization Crimson Solutions Contact Person A. Ghosh, Global Delivery Manager Telephone 646-893-6110 Address 33 S Wood Ave, Suite 600, Iselin, NJ 08830 Email aghosh@crimsonsol.com

e. Contractor Status, Schedule and Budget

Contract Information Details

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com

Tryfacta Role Direct Service Provider Original Contract Value Approximately $2.8M Current / Planned Contract Value Approximately $4.2M including continued services Originally Scheduled Completion December 31, 2025 Current Planned Completion December 31, 2027 Status Active

Project Description and Relevance to Nebraska DHHS Tryfacta's Crimson Solutions engagement demonstrates its ability to manage a customer-service operation where accuracy, complete documentation, appropriate escalation, and consistent representative performance are as important as answering the interaction itself.

Approximately 18 dedicated personnel support a recurring workload of roughly 8,000–10,000 monthly customer interactions through client-controlled systems, procedures, knowledge materials, and escalation pathways.\

A particularly relevant aspect of this engagement is Tryfacta's case-support discipline. Representatives are trained to distinguish between inquiries they are authorized to resolve and matters requiring escalation to designated specialists. Interactions follow a controlled process:

Customer Contact → Verification → Inquiry/Case Review → Approved Response → Documentation → Specialist Escalation, if Required → Follow-Up → Closure

This mirrors the Nebraska CSE operating principle that Call Center representatives provide customer service rather than technical child-support case management and must recognize when specialized program personnel are required. Tryfacta also applies a structured QA-to-coaching model. Supervisors and quality personnel review representative performance for information accuracy, documentation completeness, communication quality, escalation judgment, follow-up, and adherence to approved procedures. New representatives receive increased monitoring during early production, while recurring errors trigger targeted coaching, refresher training, and revalidation. Aggregate findings are analyzed to identify whether an issue reflects an individual performance concern or a broader training, workflow, or knowledge-management gap.

The engagement further demonstrates Tryfacta's ability to maintain a stable customer-support workforce through schedule management, attendance monitoring, backup staffing, structured onboarding, cross-training, knowledge transfer, and rapid response to vacancies or unexpected absences. This workforce-continuity model is highly relevant to DHHS's requirement to maintain minimum staffing and continue meeting Call Center obligations when staffing changes occur.

Comparable Capability Crimson Solutions Experience Dedicated Customer-Service Team ~18 personnel Monthly Customer Interactions ~8,000–10,000 Case/Account Inquiry Support Verification, inquiry review, response, documentation and follow-up Role-Boundary Management Routine service handled by CSR; specialized matters escalated Quality Assurance Call/interaction review, coaching, calibration and corrective action Knowledge Management SOPs, knowledge materials, recurring-issue updates and refresher training Workforce Continuity Scheduling, cross-training, backup coverage and replacement support Performance Management Accuracy, documentation, escalation, customer quality and service trends

Relevance to Nebraska CSE: Crimson Solutions complements Tryfacta's other references by specifically demonstrating high-volume customer inquiry handling, case-support boundaries, QA-driven representative development, documentation accuracy, escalation to specialized personnel, and workforce continuity—all core operating disciplines required for Nebraska's centralized Child Support Customer Service Call Center.

ii. Bidder and Subcontractor(s) experience should be listed separately. Narrative descriptions submitted for Subcontractors should be specifically identified as subcontractor projects.

iii. If the work was performed as a subcontractor, the narrative description should identify the same information as requested for the bidders above. In addition, subcontractors should identify what share of contract costs, project responsibilities, and time period were performed as a subcontractor.

Tryfacta will perform all services as the Prime Contractor and does not propose any subcontractors for this engagement; therefore, subcontractor project experience and subcontractor cost/responsibility allocations are not applicable.

I. Summary Of Bidder’s Proposed Personnel/Management Approach The bidder should present a detailed description of its proposed approach to the management of the project. The bidder should identify the specific professionals who will work on the State’s project if their company is awarded the contract resulting from this Request for Proposal. The names and titles of the team proposed for assignment

Head Office: 4637 Chabot Drive, Suite 100, Pleasanton, CA 94588 | Phone: 925.640.3641 & 408-893-5500 | Email: Rfp@tryfacta.com to the State project should be identified in full, with a description of the team leadership, interface and support functions, and reporting relationships. The primary work assigned to each person should also be identified. The bidder should provide resumes for all personnel proposed by the bidder to work on the project.

1. Management Approach Tryfacta proposes a dedicated, layered management structure for the Nebraska DHHS Child Support Enforcement Customer Service Call Center that combines local, full-time operational leadership in Wausa with experienced project-management, executive-governance, and specialized call-center operations support. Our approach establishes clear accountability at every level of the program. Pradeep Singh, PMP, will serve as Project Manager and primary Single Point of Contact (SPOC) for DHHS, with responsibility for overall contract performance, transition, staffing, reporting, risks, issues, and coordination of Tryfacta's corporate support functions.