RFI Customer Support Products and Services for the Family Medical Leave Insurance (FAMLI) Program

The Maryland Department of Labor (MDOL) has issued a Request for Information (RFI) for customer support products and services for the state's Family and Medical Leave Insurance (FAMLI) program. The purpose of this RFI is to ascertain the availability of customer support products and services, identify interested vendors, and gauge potential opportunities for Minority Business Enterprise (MBE) and Small Business Reserve (SBR) participation in a future solicitation. MDOL is interested in receiving information on various customer support technologies, including call management systems, VoIP, IVR, correspondence management software, workforce management software, and virtual call center capabilities. The RFI also seeks information on augmented customer support staffing services, language access services, and accessibility services for people with disabilities. Responses to this RFI are due by May 15, 2024, and while not a binding bid, the information received may be used to develop requirements for a future request for proposals.

The RFI does not specify any set-aside designations or restrictions on the types of organizations that can respond. It notes that submission of a response does not guarantee inclusion in any subsequent procurement, and that a non-submission does not preclude a vendor from being included in future opportunities. The RFI also states that MDOL will not be responsible for any costs incurred by respondents in preparing their responses. The RFI does not provide any information on incumbent vendors, current contractors, or award values or budget ranges.