Call Monitoring and Quality Assurance Services

Seminole County Utilities Departments in Florida is issuing RFP-5150-26/LTT to procure independent call monitoring and quality assurance services for its Utilities and Solid Waste Customer Service team. The primary objective is to conduct regular call reviews that improve training, service delivery, and overall customer experience. The vendor must perform a minimum of 50 quality assurance evaluations per month per customer service agent, with deliverables including monthly individual and team performance scorecards with stack rankings, quarterly trend analyses, and annual summary reports. Required qualifications include demonstrated capabilities in quality assurance management, inbound and outbound call handling, HIPAA and PCI compliance, bilingual evaluation support in English and Spanish, and maintenance of 99.9% system availability. The evaluation committee will score proposals on a 100-point scale: Qualifications/Experience (25 points), Project Approach/Methodology (25 points), Innovation/Technology Use (20 points), Similar Project Experience (20 points), and Price Proposal (10 points). Vendors must submit questions by February 27, 2026 at 5:00 pm, with proposals due March 11, 2026 at 2:00 pm via the Seminole County e-Procurement Portal, and the public opening conducted electronically through Microsoft Teams.

The contract does not specify set-aside designations or restrictions on organizational types that can respond. Vendors must maintain mandatory insurance coverage throughout the contract period, including Commercial General Liability Insurance with limits of $1,000,000 per occurrence and $2,000,000 general aggregate, Professional Liability and Errors & Omissions coverage of $1,000,000 per occurrence and $2,000,000 general aggregate, and Cyber Liability and Technology Errors & Omissions insurance with identical limits. Additional compliance requirements include E-Verify participation, Florida licensure, workers' compensation compliance, and completion of drug-free workplace and human trafficking compliance attestations. The contract term is three years from execution with a three-month probationary period, two optional one-year renewal periods, and a potential one-year extension upon mutual written agreement, contingent on fund availability. Pricing is structured on a fixed fee basis with unit pricing for implementation and system setup as a one-time flat fee, monthly QA evaluations at a specified rate per agent per month, and additional rates for calls exceeding the 50-call minimum, with optional value-add services priced separately. No specific budget range or award value is disclosed in the RFP documentation.