RFP 739-SL3519296 Answering Services - Amarillo Campus

The Texas Tech University Health Sciences Center (TTUHSC), a part of the Texas Tech University System, is seeking proposals from qualified firms to provide 24/7 answering services for its Amarillo campus. The requested services include live telephone answering, message receipt and transcription, call forwarding, call distribution, call records and on-call scheduling management. The successful vendor will be required to meet specific service level agreements, such as response times, language options, and documentation requirements. The contract is expected to have an initial one-year term, with two optional one-year renewal periods. Proposals will be evaluated based on the proposer's pricing, experience, reputation, and ability to meet the service specifications outlined in the RFP. TTUHSC plans to award a single contract and may consider additional information, such as oral presentations and best and final offers, during the evaluation process.

The RFP does not specify any set-aside designations or restrictions on the types of organizations that can respond. The incumbent provider, Always Answer Inc., has been providing the requested services for the past 3 years. The RFP does not stipulate the required dedication or number of operators and supervisors, but it does provide some historical performance metrics and payment information. Respondents are allowed to propose alternative fee structures, and the location of the bidder's proposed location or headquarters will have minimal impact on the award.