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Contact Center Services

Washington, DCDistrict of Columbia, USADue Monday, November 9, 2026
Client
Washington, DC
RFP Number
CC-3860
Posted
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Category
Call Center and Answering
Budget
Looking for Proposal
NAICS
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Set-aside
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Contact
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Description

AI Generated

The agency requires a vendor to provide modern, technology-enabled contact center services supporting omnichannel engagement for District residents enrolled in SNAP, TANF, Medicaid, and other locally funded programs. The buyer needs agent-assisted support via telephone, email, and web chat, alongside AI-driven technologies such as conversational IVR, intelligent chatbots, voice AI, automated call summarization, agent-assist tools, and predictive analytics. Requested scope includes optimizing workflows, enhancing workforce management, utilizing speech and text analytics, and continually improving service delivery, accessibility, and operational efficiency while maintaining regulatory compliance. The buyer requires offsite performance and restricts eligibility exclusively to onshore entities within the USA. Bidders must submit proposals digitally via email or online to provide budget pricing. The provided text omits specific evaluation criteria and key submission dates.

Key solicitation details

AI-extracted from CW842041 DCAS DDCC RFP.pdf. Confirm against the original documents before bidding.

The District of Columbia Office of Contracting and Procurement, on behalf of the Department of Health Care Finance, is seeking a contractor to staff, operate, and continuously improve the District Direct Contact Center. The center supports residents applying for and enrolling into health and human service programs, serving approximately 350,000 unique households. Open market offerors capable of delivering onshore contact center services with required subcontracting plans are…

Issued by
Office of Contracting and Procurement, Government of the District of Columbia
Date Issued
August 12, 2026
Pre-proposal conference
Friday, August 21, 2026 at 11:30 a.m.
Questions due
no later than five working days after the pre-proposal conference
Proposals due
November 9, 2026 by 2 p.m. EST. time
How to submit
Electronic via Ariba E-Sourcing
Submission details
Submit two PDF attachments labeled Technical Proposal and Price Proposal via Ariba E-Sourcing. Technical proposal is limited to a maximum of 150 pages.
Contract term
Base Year with four (4) One-Year Option Periods
Set-aside
Open Market with 35% Certified Business Enterprise (CBE) subcontracting requirement for contracts exceeding $250,000.
Place of performance
Offsite
Insurance and bonding
Commercial General Liability, Automobile Liability, Workers Compensation, Employer Liability ($500,000), Media/Cyber Liability, Commercial Umbrella/Excess Liability ($5,000,000), and 3rd Party Crime Insurance.
Funding
2 C.F.R. § 200.331; federally and locally funded SNAP, TANF, and Medicaid programs.

How proposals are evaluated

Factor A - Technical Approach and Methodology70 Points Maximum
Factor B - Technical Expertise10 Points Maximum
Factor C - Past Performance10 Points Maximum
Price Criterion10 Points Maximum
Preference Points Awarded Pursuant to Section M.5.212 Points Maximum

Scope of work

  • Staff, operate, and continuously improve the District Direct Contact Center.
  • Deliver omnichannel engagement including agent-assisted telephone, email, and web chat support.
  • Implement AI-driven technologies including chatbots, voice AI, and IVR-driven self-service.
  • Perform contact center workflow optimization and workforce management enhancements.
  • Provide speech, text, and predictive analytics for demand forecasting.
  • Maintain high levels of quality customer service and regulatory compliance for SNAP, TANF, and Medicaid programs.
  • Fulfill reporting requirements and provide innovation labor hours.

Minimum qualifications

  • Minimum of five years of experience within the last seven years providing call center services similar in size and scope.
  • Performance of work must be onshore (USA only).
  • Project Manager must have a bachelor's degree and at least five years of project management experience.
  • Operations Manager must have a bachelor's degree and at least five years of call center operations experience.
  • Training Manager must have a bachelor's degree and at least three years of training development experience.
  • Knowledge Base Manager must have a bachelor's degree and at least two years of documentation and knowledge management experience.
  • Contact Center Supervisors must have a high school diploma and at least three years of supervisory experience.
  • Quality/Data Analyst must have a bachelor's degree and at least three years of experience in quality assurance, reporting, or data analysis.

Documents to include with the bid

  • Solicitation, Offer, and Award Form
  • Technical Proposal
  • Price Proposal (Section B.3 Price Schedule)
  • Equal Employment Opportunity Employer Information Report (Attachment J.3)
  • First Source Employment Agreement (Attachment J.4)
  • Tax Certification Affidavit (Attachment J.7)
  • Subcontracting Plan (Attachment J.8)
  • First Source Initial Employment Plan (Attachment J.9)
  • DHCF Business Associate Agreement (Attachment J.11)
  • Past Performance Evaluation Forms (Attachment J.14)

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