The Maryland State Department of Education (MSDE) Division of Early Childhood (DEC) is seeking a Five9 Call Center Services vendor through Request for Quotation #FY25-DEC-008/R00B5600109 to implement comprehensive call center services for the Childcare Administration Tracking System (CCATS) Help Desk and Childcare Scholarship Provider Portal. The procurement is specifically focused on establishing multi-extension phone lines and voicemail capabilities to support both internal staff troubleshooting and external customer communication. The contract will be for one year, running from February 15th, 2025 to February 14th, 2026, with bids due by February 24th, 2025 at 5 PM EST via email to the procurement officer. Mandatory bidder qualifications include being an authorized Five9 reseller, with evaluation criteria centered on meeting mandatory requirements and offering the lowest price. Bidders must submit a letter of interest, qualifying resume, and completed bid form (Exhibit A) detailing final costs. Work will be performed at the MSDE Nancy S. Grasmick Building in Baltimore, Maryland, with monthly billing required and detailed service documentation. The solicitation specifically encourages participation from small, minority, and veteran-owned businesses, presenting potential opportunities for disadvantaged enterprises. Bidders must comply with extensive information technology requirements, including accessibility standards mandated by federal and state laws such as the Americans with Disabilities Act and Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. The total contract value is capped at $50,000 for the entire term, with contractors required to conduct annual accessibility compliance audits and maintain unlimited liability for meeting accessibility standards. Additional technical requirements include maintaining data centers within the continental United States, implementing robust security measures, and ensuring compatibility with Microsoft Office products. Contractors must also provide Voluntary Product Accessibility Templates (VPAT) with initial results due within 120 days of contract start, and any non-compliance issues must be remediated within 30 days at no additional cost to the state. Third-party technology usage does not exempt contractors from these comprehensive accessibility and technical requirements.
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