Five9 Call Center Services

The Maryland State Department of Education (MSDE) Division of Early Childhood (DEC) is seeking a qualified vendor to provide Five9 Call Center Services for the Childcare Administration Tracking System (CCATS) Help Desk and Childcare Scholarship Provider Portal. The Request for Quotation (RFQ #FY25-DEC-008/R00B5600109) requires implementation of multi-extension phone lines and voicemail services to be performed at the MSDE Nancy S. Grasmick Building in Baltimore, Maryland. Bidders must be authorized resellers of Five9 and will be evaluated based on the lowest price after meeting all mandatory requirements. The contract is scheduled to run from February 15, 2025, through February 14, 2026, with bids due by February 16, 2025, at 2 PM EST. Vendors must submit bids electronically through eMaryland Marketplace Advantage (eMMA) and comply with extensive technical requirements, including annual accessibility compliance audits using Voluntary Product Accessibility Template (VPAT) version 2.5 and comprehensive IT security protocols.

The procurement opportunity encourages participation from small, minority, and veteran-owned businesses, with no specific set-aside percentages mentioned. Contractors must maintain robust security measures, including SOC 2 Type 2 audit compliance, data protection controls, and a disaster recovery site located at least 100 miles from primary operations. The total contract value is capped at $50,000 for the entire contract term, with monthly billing required and specific invoice documentation mandated. Vendors must ensure complete accessibility compliance for all digital technology and web content, adhering to WCAG 2.1 Level AA standards and various federal and state disability access regulations. The contractor will bear unlimited liability for accessibility compliance and must remediate any non-compliance issues within 30 days at no additional cost to the state. Contractors are also required to maintain separate production, test, and training environments and keep all data within continental United States boundaries.