Integrated Voice Recognition and Customer Account Balance Workflow Optimization Services

The government authority located in New York is seeking integrated voice recognition and customer account balance workflow optimization services. The agency currently handles customer account balance inquiries through customer service representatives at its Customer Call Center. This manual process limits efficiency, so the agency is trying to improve customer access to account information through automated self-service and reduce routine inquiry calls handled by live representatives. The project covers designing and implementing a solution that allows customers to obtain account balance information directly through the interactive voice response system. The selected provider must perform discovery and requirements gathering, review the current inquiry process, and provide business analysis expertise to guide the solution design. Additionally, the scope includes defining detailed business, functional, technical, reporting, and operational requirements, validating the solution prior to deployment, and supporting post-deployment review. The agency requires the solution to establish call traceability, reporting, and success metrics to measure effectiveness and gain visibility into usage and self-service success rates. Eligible bidders must be onshore organizations based in the United States. The agency expects the performance of the work to take place offsite. The agency is looking for budget proposals to determine the cost of the project. Bidders must submit all questions regarding this opportunity no later than July 9, 2026.