DES-Teleserve IVR Support & Maintenance FY21-DL Sole Source

This is a sole source procurement by the Illinois Department of Employment Security (IDES) for the maintenance and support of its Teleserve Interactive Voice Response (IVR) system, which is critical to the operation of the state's Unemployment Insurance (UI) compensation program. IDES is seeking to award a one-year contract to First Data Government Solutions, LP, the sole provider of the proprietary AccessNet/WinRIMS software that powers the Teleserve IVR. The contract term is from July 1, 2020 to June 30, 2021, with no renewal options. The goods and services to be provided include software maintenance, support, and updates to ensure the continued functionality of the Teleserve IVR, which processes hundreds of thousands of calls per week from UI claimants. IDES has determined this sole source award is the most cost-effective approach, as First Data is the only vendor capable of providing the required maintenance and support services. A public hearing on the sole source justification will be held on June 10, 2020 unless an interested party submits written comments or requests a public hearing by June 5th.

This contract is being awarded to First Data Government Solutions, LP as a sole source provider due to the proprietary nature of the Teleserve IVR software. No other vendors are capable of providing the required maintenance and support services. The estimated value of this sole source contract is $100,149.05, which represents a discounted rate from the previous year's cost of $114,235.43. Funding for this contract will come from state and federal sources. IDES has sole sourced this maintenance and support contract with First Data for the past 10 years, as there are no viable alternative providers.