State Directory Services IFB

The State of Illinois, through the Department of Innovation and Technology (DoIT), is issuing an Invitation for Bid (IFB) for a fully managed directory assistance and information services function, including staffing, equipment, and transport facilities. The selected vendor will be responsible for providing toll-free contact numbers, handling calls 24/7/365, meeting specified answer time requirements, and integrating with the State's existing directory database. Pricing is requested on a per-call answered and per-call extended/transferred basis. The resulting contract will have an initial term of ten (10) years, with no renewal options. Vendors must have an active registration with the Illinois Procurement Gateway (IPG) and submit the required vendor disclosure forms as part of their bid response. The bid due date is April 4, 2024, and the State intends to award the contract to the responsive and responsible bidder submitting the lowest price as soon as possible after the protest period passes.

There are no small business, minority, women, or veteran-owned business set-asides for this procurement. The State does not have data on the current vendor's performance, fees, or call volumes, as this information is considered public. The IFB has specific requirements related to call processing capacity and penalties, but does not prescribe metrics for wait times, hold times, or other call center performance measures. Vendors must be able to meet the requirements listed in the IFB, regardless of any previous call center operations. The contract value is not specified, but the State is seeking a fully managed directory assistance and information services solution for the entirety of the State of Illinois.