Contact Center Services RFP
Closed State & local contract opportunity Posted
- Solicitation number
- RFP-14821
- State
- Florida
- Responses due
Opportunity facts
- NIGP codes
- 91577 Telephone Services, Long Distance And Local (Including 800, Telex, Watts Services, And Offender Telephone Systems)
- 20845 Expert System Software
- 20880 Software, Microcomputer (Not Otherwise Classified)
- 91505 Answering/Paging Services
- 91593 Voice Mail Services
- 91551 Information Highway Electronic Services (Internet, Ethernet, World Wide Web, Virtual Tours To Include Construction Renderings, Etc.)
- UNSPSC codes
- 83111507 Call centre bureau services
- 43232903 Contact center software
- 83111500 Local and long distance telephone communications
- 83111501 Local telephone service
- 83111505 Directory assistance services
- 83111510 Interactive voice response service
- 43231501 Helpdesk or call center software
- 83111508 Toll free inbound telephone service
- 83111502 Long distance telephone services
- 83121703 Internet related services
Opportunity details come from vendor.myfloridamarketplace.com. Updated .
About this opportunity
The Florida Department of Management Services is issuing a Request for Proposals (RFP No. 26-83111500-RFP) to establish a statewide term contract for comprehensive Contact Center Services. The solicitation seeks vendors capable of providing single-tenant and multi-tenant contact center solutions, including automatic call distribution (ACD), interactive voice response (IVR), reporting and analytics, call recording, workforce management, and related services for state agencies. Evaluation of proposals will be based on a total of 1,160 points, with 660 points allocated to the Technical Proposal and 500 points for the Cost Proposal. Proposals must be submitted electronically through the MyFloridaMarketPlace Sourcing Event via the SAP Business Network by 10:00 AM Eastern Time on March 17, 2026, with a public proposal opening scheduled for 11:00 AM the same day. Questions from potential respondents are due by 5:00 PM Eastern Time on January 26, 2026, and the Department anticipates an evaluation period from March 31, 2026, through April 14, 2026, with a Notice of Intent to Award planned for May 4, 2026. The Department intends to make multiple statewide awards but reserves the right to award to one or multiple respondents by region or make no award based on the state's best interests.
The procurement has several mandatory responsiveness requirements that restrict potential respondents. Vendors must not be on the Suspended Vendor List, Convicted Vendor List, Discriminatory Vendor List, Antitrust Violator Vendor List, or Forced Labor Vendor List. Additional compliance requirements include certification of no offshoring, adherence to E-Verify requirements, and submission of various attestation forms including a Drug Free Workplace Certification and Foreign Country of Concern Attestation. While no specific set-aside designations are mentioned, respondents must provide detailed information about proposed subcontractors and their certification status. The contract will be structured with an initial three-year term and potential for renewals, with pricing submitted as ceiling rates that can be negotiated lower in individual Customer Scope of Work agreements. Although no specific budget range is explicitly stated, the comprehensive nature of the services and the statewide scope suggest a potentially significant contract value, with pricing to be submitted for various service tiers including single-tenant systems for up to 300 agents and multi-tenant system features.
Opportunity text
5 versions
Update #5 · Latest ·
The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State. Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing Florida Department of Management Services 4050 Esplanade Way, Suite 360 Tallahassee, FL 32399-0950 Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov ****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL**** The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP. This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement. ***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation. 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. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines. *** Addendum No. 1: Timeline of Events Revision has been posted. (02/04/2026) *** *** Addendum No. 2: Timeline of Events Revision has been posted. (03/03/2026) *** *** Questions and Answers, Addendum No. 3 has been posted. (03/31/2026) *** *** An upload location has been added for Attachment K, No Offshoring. Respondents who have already submitted their Proposal should revise their Proposal to include Attachment K, No Offshoring. Please contact the procurement officer, Evan McLaughlin, at Evan.McLaughlin@dms.fl.gov, or the MyFloridaMarketPlace Customer Service Desk from Monday - Friday, 8 a.m. - 6 p.m. ET, at 866-352-3776 or VendorHelp@myfloridamarketplace.com. (05/07/2026) ***
Update #4 ·
The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State. Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing Florida Department of Management Services 4050 Esplanade Way, Suite 360 Tallahassee, FL 32399-0950 Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov ****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL**** The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP. This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement. ***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation. 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. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines. *** Addendum No. 1: Timeline of Events Revision has been posted. (02/04/2026) *** *** Addendum No. 2: Timeline of Events Revision has been posted. (03/03/2026) *** *** Questions and Answers, Addendum No. 3 has been posted. (03/31/2026) ***
Update #3 ·
The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State. Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing Florida Department of Management Services 4050 Esplanade Way, Suite 360 Tallahassee, FL 32399-0950 Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov ****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL**** The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP. This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement. ***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation. 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. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines. *** Addendum No. 1: Timeline of Events Revision has been posted. (02/04/2026) *** *** Addendum No. 2: Timeline of Events Revision has been posted. (03/03/2026) ***
Update #2 ·
The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State. Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing Florida Department of Management Services 4050 Esplanade Way, Suite 360 Tallahassee, FL 32399-0950 Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov ****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL**** The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP. This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement. ***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation. 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. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines. *** Addendum No. 1: Timeline of Events Revision has been posted. (02/04/2026) ***
Update #1 ·
The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State.Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing Florida Department of Management Services 4050 Esplanade Way, Suite 360 Tallahassee, FL 32399-0950 Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov ****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL**** The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP. This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement. ***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation. 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. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines.
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