Customer Care Contact Center Services
Closed State & local contract opportunity
- Solicitation number
- 3202500130
- State
- Texas
- Responses due
Opportunity facts
- UNSPSC codes
- 81162001 Call center software as a service
- 80101605 Temporary drafting service
- 80111613 Temporary manual labor
- 80111600 Temporary personnel services
- 80111608 Temporary information technology software developers
- 80111620 Temporary human resources services
- 80111616 Temporary customer service personnel
- 80111603 Temporary production staffing needs
- 81162306 Help desk process as a service
- 80111601 Temporary clerical or administrative assistance
Show all 28
- 80111604 Temporary technician staffing needs
- 80111606 Temporary medical staffing needs
- 80111610 Temporary information technology networking specialists
- 80111611 Temporary warehouse staff
- 80111615 Temporary machinist personnel
- 80111617 Temporary architectural services
- 80111618 Temporary construction services
- 80111622 Temporary safety health environmental services
- 80111623 Temporary sourcing and logistics services
- 80111625 Temporary manual labor underground
- 80111602 Temporary marketing staff needs
- 80111612 Temporary drivers
- 80111607 Temporary legal staffing needs
- 80111609 Temporary information technology systems or database administrators
- 80111621 Temporary research and development services
- 80111605 Temporary financial staffing needs
- 80111619 Temporary creative services
- 80111614 Temporary engineering services
- Points of contact
-
- Kelly Hall kelly.hall@twc.texas.gov (737) 667-5150
- Gaye Smith gaye.smith@twc.texas.gov (737) 400-5660
Opportunity details come from txsmartbuy.com. Updated .
About this opportunity
The Texas Workforce Commission (TWC) has issued a Request for Proposals (RFP) for Customer Care Contact Center Services, solicitation number 3202500130, seeking qualified vendors to provide auxiliary contact center services. The procurement aims to enhance existing TWC operations by securing vendors capable of handling telephone, email, and chat communications across various program areas during periods of heightened call volumes. Agents must be physically located in the United States, preferably in Texas, and capable of handling customer inquiries with a focus on first call resolution and high customer satisfaction levels. The contract will utilize a task order structure, allowing TWC flexibility in allocating services among potential successful respondents. Proposals will be evaluated across three primary categories: Cost Proposal (30%), Qualifications/Experience/Past Performance (30%), and Proposed Solution (40%), with the evaluation matrix providing detailed scoring criteria for each section. The solicitation was released on March 28, 2025, with proposals due by May 16, 2025 at 10:00 a.m. Central Time, and the initial contract term will be one year with the option to extend for four additional one-year terms.
The solicitation includes a significant Historically Underutilized Business (HUB) component, with a state-mandated HUB goal of twenty-six percent for the contract. Respondents must submit a comprehensive HUB Subcontracting Plan demonstrating their approach to including certified HUB vendors in the contract execution. Vendors will be required to maintain extensive insurance coverage, including Commercial General Liability ($2,000,000), Comprehensive Automobile Liability ($1,000,000), Umbrella Liability ($25,000,000), Professional Liability ($5,000,000), and Cyber/Privacy Liability Insurance ($5,000,000). While the exact contract value is not explicitly stated, the comprehensive requirements and detailed evaluation process suggest a significant procurement opportunity. The solicitation mandates strict data protection and privacy standards, including a comprehensive Data Use Agreement and Security and Privacy Inquiry (SPI) Form to ensure vendors can handle confidential information securely. Successful respondents will need to provide agents, technology, equipment, and reporting capabilities, with a focus on maintaining high-performance standards and compliance with TWC's operational requirements.
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