K25-0090-29 Call Center Services

The Maryland Judiciary's Administrative Office of the Courts (AOC) is seeking professional call center services for its Judicial Information Systems (JIS) department through a competitive Request for Proposals (RFP) identified as K25-0090-29. The solicitation aims to secure a vendor capable of providing after-hours call answering services for approximately 55,000 system users, handling roughly 20 calls per week when JIS customer service is closed. Potential offerors must demonstrate a minimum of five years' experience in professional call center services and meet specific technical requirements, including answering calls by live operators within two minutes and escalating emergency calls using predetermined criteria. The contract will be initially awarded for one year, with the AOC retaining the option to exercise four additional one-year renewals. Evaluation of proposals will prioritize technical factors over pricing, with the financial proposal considered but given less weight in the selection process. The RFP requires vendors to provide a U.S.-based toll-free phone number, maintain properly trained staff, and deliver comprehensive digital reports in Excel and PDF formats on daily, weekly, monthly, and annual cycles. Proposals must be submitted through the Maryland courts' Procurement Portal by April 8, 2025.

No specific Minority Business Enterprise (MBE) or Veteran-owned Small Business Enterprise (VSBE) goals have been established for this solicitation, indicating an open competition for qualified vendors. The contract does not guarantee a minimum usage volume, and travel expenses will only be reimbursed with pre-approval from the Contract Manager. While the RFP does not specify a precise budget range, the scope suggests a moderate-sized contract focused on providing specialized after-hours call center support for a judicial information system. The service will require seamless integration with existing JIS communication protocols and the ability to handle sensitive, potentially urgent inquiries from court system users. Vendors will need to demonstrate robust communication infrastructure, staff training protocols, and reporting capabilities to effectively support the Maryland Judiciary's operational needs. The solicitation emphasizes the importance of professional, efficient, and responsive call center services that can maintain the continuity and accessibility of judicial system support during non-standard business hours.