EOLWD/DUA Contact Center Adjunct Services

The Massachusetts Executive Office of Labor and Workforce Development (EOLWD) through the Department of Unemployment Assistance (DUA) is seeking a vendor to provide adjunct Contact Center services to support their existing operations. The Request for Response (RFR) requires a contractor to supply up to 120 contact center agents capable of handling approximately 4,300 daily calls with an average handle time of 10 minutes. The initial contract term is six months, from May 1, 2025 through October 31, 2025, with options for two additional three-month renewals through January 31, 2026. Key procurement dates include March 6, 2025 for bidder questions, March 14, 2025 for bid responses, and bidder demonstrations scheduled for March 24-27, 2025, with an expected contract start date of April 18, 2025. Bidder qualifications include being in business for at least five years with three years of similar experience, and the ability to either use their own contact center platform comparable to Five9 or operate within DUA's existing Five9 environment. Evaluation criteria will encompass Supplier Diversity Program (SDP) participation, bidder qualifications, requirements fit, product functionality, delivery timeline, and pricing.

The procurement includes a minimum 1% Supplier Diversity Program (SDP) commitment, with additional evaluation points awarded for higher commitments. For contracts under $250,000 annually, preference will be given to Massachusetts-based small businesses. SDP Partners must be certified in categories including MBE, WBE, SDVOBE, VBE, M/NPO, W/NPO, V/NPO, DOBE, or LGBTBE by recognized organizations such as the Supplier Diversity Office or SBA. The selected vendor must provide all necessary hardware and software and comply with Commonwealth security standards and policies. All services must be performed exclusively by personnel physically located and operating in the United States. While no specific incumbent vendor is mentioned, the contract follows a fixed-price payment structure with invoices to be submitted within 45 calendar days of deliverable acceptance. Though no exact budget range is specified in the documents, the comprehensive requirements suggest a substantial contract value for a six-month engagement with potential extensions.