Call/Contact Center Services

The State of Maryland, through the Department of General Services, Office of State Procurement (DGS-OSP), is issuing a Request for Proposals (RFP) for a Statewide Call/Contact Center Services contract. The RFP seeks a single contractor to provide live operator, Interactive Voice Response (IVR), and other call center services for various recipient state agencies, including the Departments of Housing and Community Development, Education, and Budget and Management, as well as the State Board of Elections and the Office of the Public Defender. The required services include inbound and outbound call handling, scripted information dissemination, data entry, mailing and fulfillment, multilingual services, and more. The contract is for an indefinite quantity with firm fixed unit prices, has a five-year base term with one two-year renewal option, and requires detailed service level agreements (SLAs) for call answer times, abandonment rates, first call resolution, and other performance metrics. Pricing is requested on a firm fixed unit price basis, with optional services for extended call center hours and chatbot/digital assistant capabilities.

The RFP includes Minority Business Enterprise (MBE) and Veteran-Owned Small Business Enterprise (VSBE) subcontracting goals of 20% and 5% respectively. The successful offeror must have the technical infrastructure to ensure uninterrupted high-quality operations and comply with all State IT policies and standards. The pre-proposal conference was held on April 29, 2024, and proposals are due on July 15, 2024. While the specific award value or budget range is not provided, the contract will cover call/contact center services for multiple state agencies and recipient programs over the 5-year base term and 2-year option period.