RENEWAL NOTICE 2 IDFPR Comprehensive Call Center Services

The Illinois Department of Financial and Professional Regulation (IDFPR) is executing a comprehensive call center services contract renewal with Data Listing Services, LLC dba The Connection, representing the second and final renewal option for contract years 7-9. The procurement covers Tier I, Tier II, and Tier III call handling services on a volume-based model, which includes non-call and chat functionality, as well as research, development, implementation, and maintenance services. The contract scope encompasses comprehensive customer support operations for the state agency, with services to be delivered from July 1, 2025, through June 30, 2028. The total renewal amount for the contract is $12,925,285.20, based on the original solicitation number 19-440DFPR-ADMIN-B-3781. While specific evaluation criteria are not detailed in the provided documentation, the renewal is being processed in accordance with existing contract terms and has been approved by the State Procurement Officer.

The contract includes a Business Enterprise Program (BEP) component, with M. Davis and Company Inc. identified as a BEP subcontractor receiving 8% of the contract's total value. No Veterans Business Program (VBP) participants are noted in this renewal. The procurement appears to be unrestricted in terms of vendor qualifications, with the incumbent vendor continuing service through this renewal period. No specific infrastructure or technology integration requirements are explicitly outlined in the available documentation. The contract represents a significant investment in comprehensive call center services for the state of Illinois, with a substantial budget allocation that suggests complex and extensive customer support needs across multiple service tiers. The renewal demonstrates a continued commitment to the existing service provider and the established service delivery model for IDFPR's communication and support operations.