OCI Contact Center

The State of Georgia is procuring contact center and inbound mail processing services for its State-Based Exchange (SBE) through an upcoming Request for Proposals (RFP). The contract will serve an estimated customer base of close to or exceeding 1,000,000 customers, and prior experience managing a comprehensive contact center for an SBE will be required. The State is prioritizing excellence in customer service, strategic flexibility, and the ability to manage high customer volumes effectively and efficiently over cost. Key deliverables include inbound and outbound call handling, case management, and reporting. The RFP is scheduled to be issued on December 12, 2023, with a bidders' conference on December 18, 2023 and a proposal due date of January 26, 2024.

The contract will be awarded as an open contract, meaning there may be multiple awardees. While no specific set-aside designations are mentioned, the State has indicated a preference for small and minority-owned businesses to bid. The current incumbent provider is unknown, and the estimated initial contract value is $47,585,829 with an estimated annual cost of $44,059,168. Funding for the contract will come from the State's budget for the Georgia Access division of the Office of Commissioner of Insurance and Safety Fire.