Hosted Contact Center Services

The Georgia Technology Authority is soliciting proposals for hosted contact center services to support approximately 30 state business units representing 15 state entities and approximately 1,500 seats statewide, with proposals due August 27, 2021 at 12:00 PM EST and an anticipated award date of October 1, 2021. The procurement structure allows GTA to contract with multiple service providers whose names will be added to the GTA Direct platform, enabling individual state agencies to select vendors and negotiate separate Statements of Work and Customer Purchase Agreements. No set-asides or DBE participation goals apply; GTA does not participate in federally funded DBE programs.

The scope encompasses Software-as-a-Service contact center capabilities including automatic call distribution, interactive voice response, call recording, workforce management, customer relationship management integration, and comprehensive reporting and analytics. Services must support multiple communication channels (voice via TDM and VoIP, email, chat, fax) with redundancy, infrastructure physically located within the United States, and 24/7/365 technical support. Per-seat pricing must include all basic features and functions such as seat usage, email, chat, and fax, with enhanced workforce management, enhanced quality management, CRM integration, and customer surveys available as à la carte options. The initial contract term runs through June 30, 2024, with four optional one-year renewal periods at GTA's sole discretion. Successful bidders will pay GTA a quarterly administrative fee of 2.5 percent of all revenue generated through Customer Purchase Agreements.

The RFP evaluation uses three weighted criteria: Technical Service Capability (30%), Transition Approach (30%), and Pricing & Financial Terms (40%). Proposals must include client references demonstrating experience with similar engagements, statements of responsibility, tax compliance certifications, E-Verify affidavits, and compliance with Georgia's sexual harassment prevention policy and supplier code of ethics. All costs must be submitted on a competitive fixed-price basis with all costs firm for the contract duration. Questions were due July 27, 2021; an offerors conference was held July 21, 2021. Issuing Officer: Towanda Cuthbert, Procurement@gta.ga.gov.