Call Center Outsourcing Government Bids & RFPs

The Florida Department of Management Services is issuing a Request for Proposal (RFP) for contact center services to establish a state term contract. Multiple statewide awards are intended, but the department reserves the right to award to one or multiple respondents, statewide or by region, or to make no award. Vendors must monitor the Vendor Information Portal (VIP) for updates. Responses must be submitted through the MyFloridaMarketplace sourcing event. Failure to file a protest within the prescribed time or failure to post required security will constitute a waiver of proceedings. Protests can be filed with the Agency Clerk via courier, hand delivery, regular mail, fax, or email. Addenda have been posted, including revisions to the timeline of events and questions and answers.

Mount Pleasant Waterworks (MPW) is seeking proposals for Overflow Contact Center Services on a pilot program basis. Qualified participants are invited to submit proposals. Vendors must submit two copies of their proposals by April 15, 2026, at 2:00 PM EST, either by mail or email. Proposals received after the deadline will not be considered. MPW has a period of up to thirty days after opening proposals to award the contract to the lowest responsible provider. Submission of a proposal signifies the provider's understanding of the specifications. Prices quoted must include all discounts and be net, including delivery. State and local taxes should be included. MPW reserves the right to reject any or all proposals. Awards will be made to the lowest responsible provider whose proposal is most advantageous. In case of default, MPW may purchase services on the open market and charge the vendor for additional costs. Unit prices will govern over extended prices. Ambiguous proposals may be rejected. All proposals must be executed and submitted in a sealed envelope. All inquiries and communications regarding the proposal should be directed in writing or via email to Brian King. No oral answers to proposal questions will be permitted. Addenda to proposal documents will be issued in writing. MPW is not liable for any costs incurred by providers in developing and submitting proposals. MPW may investigate the ability of the offeror to perform the work. MPW reserves the right to reject any proposal if the proposer is not qualified. In estimating the lowest cost, MPW will consider delivery, quality, service performance, analysis, reference checks, location of support operations, size of support staff, and fiscal stability of the company. Discussions with commission members concerning the proposal may lead to disqualification. The selected vendor will provide trained agents to answer inbound calls during peak midday hours (approximately 11:30 AM - 2:30 PM EST, Monday-Friday) and assist with simple customer service requests. The goal is to improve customer service responsiveness, reduce call wait times, and allow internal staff to focus on complex needs. The vendor will handle estimated call volumes of **** calls per day, primarily simple tier 1 calls including account assistance, billing questions, payment processing, and general information. Complex issues will be handled by taking a message for MPW staff. Vendors should describe their capabilities related to inbound call handling, customer information systems, secure payment processing, call recording, CRM/ticketing integration, secure customer data handling, real-time reporting, and call transfer. Vendors must demonstrate compliance with industry standards for protecting customer data, including PCI compliance. The pilot program duration is approximately **** days and will evaluate customer service quality, accuracy, payment processing reliability, message capture quality, operational coordination, and reduction in call abandonment/wait times. Following the pilot, MPW may extend the contract or expand service hours. Vendor qualifications should include experience supporting utilities or public sector organizations, experience with payment processing in contact centers, ability to support short daily coverage windows, U. S. -based agents preferred, and high customer service standards. Reporting requirements include calls received, answered, transferred, messages logged, average handle time, average wait time, abandonment rate, service level, and customer satisfaction metrics, with a minimum weekly frequency. Pricing proposals should include hourly rate or per-minute pricing, shared vs. dedicated agent pricing, setup costs, training costs, technology/integration costs, and payment processing fees. Proposals should include a company overview, relevant experience, service approach, staffing model, technology platform, security practices, reporting capabilities, pricing structure, and references.

The Universal Service Administrative Co. (USAC) is seeking a vendor to provide managed customer service professional services and technology, supporting universal service fund (USF) program participants. The initial contract term is for 15 months, with four 12-month option periods. Proposals are due April 28, 2026, at 11:00 AM ET. The contract will be either firm fixed-price (FFP) or a blend of fixed-price and variable-priced services. The evaluation criteria include technical, past performance, and price. Offerors must submit a statement certifying that the master services agreement set forth in this rfp have been reviewed by offerors office of general counsel or equivalent legal representative. Offerors proposal shall identify exceptions or additional terms collectively exceptions to the master services agreement. Exceptions will be considered only if they are clearly identified in a separate attachment titled exceptions to rfp terms. Offeror shall include a redlined copy of attachment 10 master services agreement showing any proposed modifications in track changes format. In addition, proposals that include material exceptions to the master services agreement may be considered unacceptable and render offeror ineligible for award unless offeror withdraws or modifies any unacceptable exceptions prior to usacs selection of the successful offeror for award. USAC will only review changes or additions to the master services agreement that are included in offerors proposal. USAC will not consider or negotiate any exceptions to the master services agreement not included in offerors proposal.