UI Call Center Software and Services

This state and local contracting opportunity is for Unemployment Insurance (UI) Call Center Software and Services in the state of Arkansas, specifically for Pulaski County and the City of Little Rock. The Arkansas Department of Transformation and Shared Services Office of State Procurement (TSS OSP) for the Division of Workforce Services (DWS) is seeking proposals for a Software-as-a-Service (SaaS) solution to provide call center functionality, including an Interactive Voice Response (IVR) system, call recording, reporting, and hosting. The selected vendor will be required to provide a system to support 125 named users initially, with the potential to increase to 200 licensed agents. The proposed solution must meet various technical requirements, such as data conversion, hosting, security, and integration capabilities. Proposals are due by March 1, 2024, and the anticipated contract start date is April 22, 2024 for an initial one-year term, with options to renew up to six additional one-year terms. Pricing and cost will be a determining factor in the evaluation and award of the contract.

The procurement documents do not mention any set-aside designations or restrictions on the types of organizations that can respond. There is also no information provided about any incumbent vendors or current contractors, or any existing infrastructure or technology that requires integration. The total estimated seven-year cost for the contract must not exceed $580,600, which will be used to determine the cost points during the evaluation process.