Call center support for Unemployment Insurance services

The Nebraska Department of Labor (NDOL) is seeking a qualified vendor to provide comprehensive call center support for Unemployment Insurance (UI) services through a competitive Request for Proposal (RFP) process. The solicitation aims to select a contractor to manage approximately 71,000 annual calls, including 5,000 non-English speaking inquiries, with peak volumes during November-February and May-July. The selected vendor must operate an onshore call center from a secure, dedicated U.S. office, providing services from 8:00 AM to 5:00 PM CST, Monday through Friday, excluding state holidays. Key performance requirements include maintaining an Average Speed to Answer of 3 minutes, Average Handle Time of 10 minutes, and a Customer Satisfaction Score of 85% or greater. The contractor must provide a Customer Relationship Management (CRM) system, handle callbacks, maintain detailed call records, and integrate with NDOL's existing systems. The RFP requires multilingual support, with at least 10% of agents fluent in English and Spanish. The solicitation was released on May 22, 2025, with proposals due by June 27, 2025, at 2:00 PM Central Time, and an anticipated contract award date of September 10, 2025.

The RFP does not explicitly mention specific set-aside designations or restrictions for disadvantaged enterprises. The contract is for an initial one-year term, with options to renew for four additional one-year periods. While no incumbent vendor is specifically identified, the solicitation emphasizes the need for a turnkey solution that includes trained staff, dedicated workspace, telephony equipment, and comprehensive reporting capabilities. The cost sheet provided allows bidders to itemize expenses across various deliverable categories, including interpretation services, project management, and daily first-tier support. Though specific budget ranges are not explicitly stated, the RFP requires detailed cost proposals covering labor, employee benefits, statutory employment costs, and direct operational expenses. The vendor must maintain secure and dedicated workspaces, create and store call recordings for 30 days, and provide real-time dashboards with comprehensive reporting capabilities. The contract will require continuous communication with NDOL representatives and the ability to adjust staffing and resources to meet fluctuating demand and performance standards.