Enterprise Cloud Contact Center Services
Open State & local contract opportunity Posted
- Solicitation number
- 26-07203
- State
- California
- Responses due
Opportunity facts
- Jurisdiction
- NIGP codes
Opportunity details come from iehp.bonfirehub.com. Updated .
About this opportunity
Inland Empire Health Plan (IEHP) Procurement Department is soliciting responses for Enterprise Cloud Contact Center Services under an RFP with proposals due October 17, 2026. The awardee must reliably and independently provide 24/7/365 call-center services supporting Non-Medical Transportation (NMT) and Non-Emergency Medical Transportation (NEMT) call volumes, with the operational capability to scale and fully integrate NEMT within 90 days of contract award.
The scope requires continuous Member access to transportation services that support IEHP's linguistic and cultural requirements. The vendor must handle call volume outside standard business hours, including all observed holidays, and maintain service continuity throughout the contract term. Integration with IEHP systems and processes is implicit in the full-integration requirement for NEMT services within the 90-day post-award window.
IEHP's definition of "Qualified Bidder" — one capable of reliably and independently providing required services for the entire contract term — establishes the primary eligibility filter. No contract value, contract term length, set-aside, preference program, incumbent contractor, evaluation criteria weighting, or timeline detail beyond the October 17 proposal due date is provided in the source material.
Opportunity text
This RFP contains a list of requirements for Enterprise Cloud Contact Center services on behalf of IEHP. IEHP's Procurement Department is soliciting responses from Qualified Bidders to address the stated requirements of this RFP. A "Qualified Bidder" is a Bidder that can reliably and independently provide the required services to IEHP for the entire term of the agreement. The objectives of contracting with a vendor for these services are to support handling Non-Medical Transportation (NMT) call volume on a 24/7/365 basis, including all observed holidays. The Awarded Bidder must also possess the operational capability to support Non-emergency Medical Transportation (NEMT) call volume as needed, with the ability to scale and fully integrate NEMT call volume within 90 days of contract award. The Services must support IEHP's linguistic and cultural requirements and provide continuous Member access to Transportation Services. This partnership will play a critical role in ensuring uninterrupted support for IEHP Members who require transportation services outside standard business hours.
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