RFQ - collections, chat and call center services

County of San Diego is requesting quotes for as-needed collections, chat, and call center services for San Diego County Library under RFQ 13211, with quotes due August 20, 2026 at 5:00 p.m. Pacific Time and questions due August 13, 2026 at 5:00 p.m. Pacific Time.

The scope encompasses pre-collection and collection activities, inbound customer service via phone and live chat, knowledge management, and reporting. SDCL serves 1.3 million customers across 33 branches, 5 kiosks, bookmobiles, and other service points, with monthly volumes of approximately 4,000 pre-collection notices, 700 referred accounts for collections, 4,000 phone calls, and 1,000 chat inquiries. The contractor must maintain an average answer time of 20 seconds or less and provide Spanish-language capability. Service level agreements and comprehensive monthly reporting on collections activity, chat and call center usage statistics, and account receivables are required.

The contract runs from January 1, 2027 through December 31, 2027 (base period) with four optional one-year renewals extending through December 31, 2031. Pricing is structured as per-contact rates for chat service, call center services, pre-collections, collections, chat with SMS/text-message options, and automated FAQ interactions, with annual pricing submitted for each year and cumulative five-year totals. The contractor submits a one-time setup fee and assumes all operational costs including staffing, equipment, supplies, and travel.

Contractors must comply with County of San Diego technology and security requirements including Single Sign-On (SSO) integration and WCAG 2.1 Level AA accessibility standards. Insurance requirements include Commercial General Liability ($2 million per occurrence), Professional Liability ($2 million), Cyber/Information Security Liability ($2 million), Workers' Compensation, and Automobile Liability ($1 million), with the County named as additional insured. Quotes are submitted through the County's BuyNet platform. The Contracting Officer is Francisco Ruiz Enrigue, Procurement Contracting Specialist.