Answering Service

The Oklahoma Office of Management and Enterprise Services (OMES) is conducting a solicitation for a 24/7 Answering Service contract for the Office of the Chief Medical Examiner, which may become a statewide contract serving Tulsa County and Hobart City. The procurement seeks a call center vendor to provide after-hours phone coverage for death notifications, with specific requirements including rapid information gathering, investigator notification within 5 minutes, and comprehensive call logging across two regional offices (Central and Eastern). Bidders must develop a detailed training program, create a specific notification script, and ensure strict confidentiality through non-disclosure agreements. The solicitation requires suppliers to submit a single total firm, fixed cost covering monthly services, with evaluation criteria based on best value considering both pricing and past performance. Critical dates include a May 27, 2025 deadline for submitting questions, with final proposal responses due by 3:00 p.m. on June 10, 2025. The contract will have an initial one-year term with potential for four additional one-year renewals, and bidders must specify whether each requirement can be met through standard or customized solutions.

The solicitation includes several set-aside and compliance considerations, with preference given to vendors who can demonstrate compliance with Oklahoma state requirements, including registration with the Oklahoma Secretary of State and potential qualifications under the Disabled Veteran Business Enterprise Act. Vendors must complete multiple compliance forms, including a Non-Collusion Certification and a Responding Bidder Information form, and provide evidence of workers' compensation insurance. The contract involves handling sensitive data, requiring compliance with multiple regulatory frameworks including HIPAA, FERPA, CJIS, and the Privacy Act, with potential criminal and civil penalties for data breaches. While specific budget ranges are not explicitly stated, the pricing template allows for comprehensive cost submissions covering monthly service fees, delivery, installation, training, and warranty costs. Vendors must provide three business references and may include value-added products or services in their proposals. The state emphasizes intellectual property protections, with the state retaining ownership of most work products developed under the contract.