Call Center Staff Augmentation
Closed State & local contract opportunity Posted
- Solicitation number
- RFP-10229
- State
- Florida
- Responses due
Opportunity facts
- Jurisdiction
- NIGP codes
- 95377 Property And Casualty
- 92045 Software Maintenance/Support
- 91576 Telephone Services Includes Installation, Moves, Changes, Adds, Programming, Removal, Training, Etc. (To Include Pay Telephones)
- 91505 Answering/Paging Services
- 91577 Telephone Services, Long Distance And Local (Including 800, Telex, Watts Services, And Offender Telephone Systems)
Opportunity details come from vendor.myfloridamarketplace.com. Updated .
About this opportunity
The Florida Department of Financial Services, Division of Consumer Services is issuing a Request for Proposal (RFP) to obtain competitive sealed bids from qualified vendors to procure Call Center staff augmentation services. The solicitation seeks responses from vendors capable of providing live call-taking and call management services during times of peak demand, such as in the aftermath of a natural disaster or catastrophic event, when the Division's call center capabilities require additional support. Respondents must be able to activate the call center within 48 hours of notice and handle calls seven days a week from 8:00am to 8:00pm Eastern Time. The initial contract term is one year, with the option to renew for up to three additional years. Proposals will be evaluated based on technical (155 points) and price (75 points) criteria, and the Department intends to award one contract to the responsible and responsive respondent whose proposal is deemed the most advantageous.
The RFP does not provide any set-aside designations or restrictions on the types of organizations that can respond. Additionally, the Department is not releasing any information about incumbent vendors or current contractors, as this is a new contract requirement. The RFP also does not include any details on existing infrastructure or technology that requires integration, nor does it specify a budget range or maximum award value. Respondents will be required to submit a completed price response form as part of their proposal, but the RFP does not include any historical call volume data or minimum call volume guarantees.
Opportunity text
4 versions
Update #4 · Latest ·
10/8/2024-The Department hereby posts Addendum 3 to modify Section 2.2, Timeline, of the RFP document. The due date for vendor Responses is pushed back to 10/21/2024. Please review Addendum 3, attached below, in its entirety.
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9/30/2024-The Department hereby posts Addendum 2 which consists of two sections: Questions and Answers and modifications to the RFP.
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9/25/2024-The Department hereby posts Addendum 1 to modify Section 2.2, Timeline, of the RFP document. Through this addendum, the Department will post the Q & A on 9/30/2024, and the due date for vendor Responses is pushed back to 10/11/2024. Please review Addendum 1, attached below, in its entirety.
**************************************************************
The Florida Department of Financial Services (Department), Division of Consumer Services is issuing this Request for Proposal (RFP) to obtain competitive sealed bids from qualified vendors to procure a Call Center staff augmentation services.
The solicitation will be administered through the Vendor Information Portal (VIP). Respondents interested in submitting a Response must comply with all of the terms and conditions described in this RFP.
For complete information regarding the details of this solicitation please review the attached RFP in its entirety.
Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.
Update #3 ·
9/30/2024-The Department hereby posts Addendum 2 which consists of two sections: Questions and Answers and modifications to the RFP.
****************************************************************
9/25/2024-The Department hereby posts Addendum 1 to modify Section 2.2, Timeline, of the RFP document. Through this addendum, the Department will post the Q & A on 9/30/2024, and the due date for vendor Responses is pushed back to 10/11/2024. Please review Addendum 1, attached below, in its entirety.
**************************************************************
The Florida Department of Financial Services (Department), Division of Consumer Services is issuing this Request for Proposal (RFP) to obtain competitive sealed bids from qualified vendors to procure a Call Center staff augmentation services.
The solicitation will be administered through the Vendor Information Portal (VIP). Respondents interested in submitting a Response must comply with all of the terms and conditions described in this RFP.
For complete information regarding the details of this solicitation please review the attached RFP in its entirety.
Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.
Update #2 ·
9/25/2024-The Department hereby posts Addendum 1 to modify Section 2.2, Timeline, of the RFP document. Through this addendum, the Department will post the Q & A on 9/30/2024, and the due date for vendor Responses is pushed back to 10/11/2024. Please review Addendum 1, attached below, in its entirety.
**************************************************************
The Florida Department of Financial Services (Department), Division of Consumer Services is issuing this Request for Proposal (RFP) to obtain competitive sealed bids from qualified vendors to procure a Call Center staff augmentation services.
The solicitation will be administered through the Vendor Information Portal (VIP). Respondents interested in submitting a Response must comply with all of the terms and conditions described in this RFP.
For complete information regarding the details of this solicitation please review the attached RFP in its entirety.
Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.
Update #1 ·
The Florida Department of Financial Services (Department), Division of Consumer Services is issuing this Request for Proposal (RFP) to obtain competitive sealed bids from qualified vendors to procure a Call Center staff augmentation services.
The solicitation will be administered through the Vendor Information Portal (VIP). Respondents interested in submitting a Response must comply with all of the terms and conditions described in this RFP.
For complete information regarding the details of this solicitation please review the attached RFP in its entirety.
Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.
Files
| File | Type | Posted |
|---|---|---|
| 09. Appendix B- Questions Template.xlsx | XLSX spreadsheet | |
| 2425-02 RFP CS-Final.pdf | ||
| Addendum 2-final.pdf | ||
| 2425-02 RFP CS-Final.pdf | ||
| 09. Appendix B- Questions Template.xlsx | XLSX spreadsheet | |
| Addendum No. 1.pdf | ||
| 09. Appendix B- Questions Template.xlsx | XLSX spreadsheet | |
| 2425-02 RFP CS-Final.pdf | ||
| 09. Appendix B- Questions Template.xlsx | XLSX spreadsheet | |
| Addendum No. 1.pdf | ||
| 2425-02 RFP CS-Final.pdf | ||
| Addendum 2-final.pdf | ||
| Addendum No. 1.pdf | ||
| Addendum No. 3.pdf |
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