After-hours call center services (2024-UWMSN-00708-RFB)

The University of Wisconsin-Madison is soliciting bids for an after-hours call center services contract through a Request for Bid (RFB) process with the event number 2024-UWMSN-00708-RFB. The procurement is specifically targeting call center services to be utilized during extreme weather conditions, weekends, and holidays for the university. Bidders must submit their responses exclusively through the online platform at https://bids.sciquest.com/apps/Router/PublicEvent?CustomerOrg=UWisconsin, with all questions directed to Brad Bauman at brad.bauman@wisc.edu. The solicitation covers comprehensive call center capabilities, including access to the university's web-based work request portal, with specific requirements around communication and responsiveness during non-standard business hours. The bid was posted on November 6, 2024, with responses due by December 4, 2024, and the university anticipates awarding the contract as soon as possible after the bid evaluation process is complete. Bidders must adhere to specific pricing formats outlined in the bidding tool and terms and requirements document, and must follow the submission guidelines precisely.

The procurement appears to have a preference for Wisconsin-based businesses, in alignment with state statutes, which may provide a potential advantage to local vendors. The current contract is held by ICS MEDICAL ANSWERING SERVICE LLC, which has been providing services since January 2022, and the estimated annual spend for this contract is approximately $25,000. While specific set-aside designations are not explicitly detailed, the procurement suggests an open competitive bidding process with potential local business preferences. The university's current web-based work request portal must be accessed by the vendor, though an API connection is not permitted. Estimated call volumes indicate most interactions will occur during nights and weekends, suggesting the selected vendor must have robust after-hours staffing and communication capabilities. The university has expressed satisfaction with the current vendor's performance, which may influence the evaluation criteria for potential new service providers.