Contact Center as a Service RFP

The Commonwealth of Kentucky's Finance and Administration Cabinet, on behalf of the Cabinet for Health and Family Services, is requesting proposals for a comprehensive Contact Center as a Service platform and contact center operations, with proposals due January 8, 2027 at 3:30 p.m. Eastern Time under RFP 758 2700000097. Vendor questions are due October 16, 2026, with Commonwealth responses provided by November 6, 2026.

No set-asides or preference programs are identified in the solicitation.

The scope encompasses a cloud-based, configurable contact center platform supporting voice, email, chat, SMS, and social media channels, with integrated IVR, workforce management, and CRM functionality. The Commonwealth specifically identifies acceptable platforms—Genesys Cloud CX, Oracle RightNow CRM, PureInsights, and NICE Workforce Management—or equivalent alternatives with demonstrated migration pathways. Vendors may propose one of three operational models: fully outsourced Managed Services (per-minute and per-contact pricing), Managed Staffing (vendor-managed personnel at hourly rates), or Augmented Staffing (vendor-supplied staff supporting agency-managed operations). The system must be fully operational within six to eight months of contract execution. Implementation spans nine milestones (Planning through Operations and Warranty), with each milestone as a separate contract line item. Ongoing deliverables include system maintenance, help desk operations (Monday–Friday 7 a.m.–7 p.m. EST, Saturday 7 a.m.–2:30 p.m. EST), 24/7/365 monitoring, annual disaster recovery testing, and comprehensive reporting. The vendor must migrate at least three years of historical data (3.1 TB telephony databases, 27.5 TB recordings, 110 GB CRM data, 600 GB attachments) supporting approximately 3,500 concurrent telephony lines. The system must maintain 99.5% uptime, scale 30% on-demand and up to 100% within five business days, comply with HIPAA and Section 508 accessibility, and maintain at least 75% of Managed Services personnel in Kentucky. All data must remain within the continental United States with 60-minute recovery time objectives and 20-minute recovery point objectives. Software modifications and documentation are owned by the Commonwealth per 45 CFR 95.617.

The contract term is three years (Years 1–3) with three optional renewal periods (Years 4–5, Years 6–7, Years 8–9). The cost proposal form requires pricing for concurrent licenses (estimated 7,800 agents and 1,800 supervisors per user/month), tiered telephony usage (base 0–3,000,000 minutes/month through ultra-high exceeding 9,000,000 minutes/month), nine implementation milestones, monthly maintenance and operations rates, post-implementation change orders (hourly not-to-exceed), managed services (per-minute office and work-from-home contact handling; per-contact email, chat, SMS), and staffing solutions (Tier 1 and Tier 2 agents, supervisors, quality analysts, managers). No overall contract value estimate is provided. Federal financial participation and state resources fund the contract.

The incumbent is not named. Vendors must comply with Kentucky's Personal Information Security and Breach Investigation Procedures and Practices Act (KRS 61.931 et seq.), with mandatory breach notification within 72 hours; HIPAA Business Associate Agreement requirements; annual affidavit certifications under KRS 45A.110 and 45A.115; and CHFS Standard Terms and Conditions including intellectual property ownership, confidentiality, non-discrimination, and federal compliance where applicable.