External Call Center Services

The Comptroller of Maryland is issuing a Request for Information on external call center services to support taxpayer assistance through the Individual Call Center of the Taxpayer Service Division, with RFI responses due November 12, 2025 at 5:00 p.m. Eastern Time. This RFI precedes a formal RFP; responses do not constitute a commitment to award or compensate respondents, but are designed to identify qualified contractors for subsequent solicitation.

The scope encompasses inbound and outbound taxpayer assistance via phone and email, case management and issue resolution tracking, workforce management and quality assurance, and multilingual and accessible support for personal income tax inquiries at an initial resolution level. The contractor must comply with federal and state data protection standards including IRS Publication 1075 and NIST 800-53.

The RFI limits responses to twelve pages submitted via email to Procurement Officer Lola Tiamiyu. Respondents must address seven specific questions: experience with government and tax-related call centers, agent recruitment and training processes, data security compliance, capacity to handle seasonal call volume spikes, standard Service Level Agreements, pricing models, and willingness to operate under an hourly payment structure for Call Center Representatives. No contract value, term length, or place of performance is specified in the RFI notice.