Interactive Voice Response (IVR) System Replacement

The Florida Department of Highway Safety and Motor Vehicles intends to enter into a single-source purchase with Presidio Networked Solutions LLC for replacement of its Interactive Voice Response (IVR) system and integration services, with notice closing October 16, 2026.

This is a sole-source procurement without competitive bidding. Presidio, located in Jacksonville, Florida, holds the incumbent contract and has provided more than ten years of support for the Department's existing CISCO IVR system. The Department's justification rests on Presidio's institutional knowledge of critical integrations, payment processing workflows, and security requirements; replacement expertise that reduces implementation risk; and ability to minimize service conflicts and interruptions during transition from the current system to a new platform before the existing CISCO system reaches end-of-support in June 2027.

The scope encompasses system integration design and application service provider capabilities for the replacement IVR system (UNSPSC 81111503) and system integration services (UNSPSC 81112106). The existing text-to-speech engine will be replaced as part of the modernization. The Department's call center handles approximately 1 million phone calls annually and supports nearly 19 million driver license and identification card holders while processing millions of licenses, titles, and registrations each year. Presidio also provides staff augmentation services for call center and IVR system operations, a responsibility extending through 2028 under the current arrangement.

The estimated contract value is up to $3.5 million over a term of up to three years. The place of performance is the Department's headquarters in Tallahassee, Florida. Alma Sanchez is the Department contact. This notice does not solicit competitive bids or proposals; it announces the Department's intent to negotiate directly with Presidio under Florida's single-source authority.