Inbound-Outbound Call Center and Administration Services
- Client
- Maryland
- RFP Number
- CC-3868
- Posted
- —
- Category
- Call Center and Answering
- Budget
- Looking for Proposal
- NAICS
- —
- Set-aside
- —
- Contact
- —
Description
AI GeneratedThe buyer requires inbound and outbound call center and administration services for a one-year contract period. The contractor must manage technology systems, automated monitoring, case management, IVR, telephony, and document management. Requirements include maintaining staff for timely data entry, eligibility determinations, daily supervisory support, and customer service during normal state business hours via phone, email, fax, mail, and a family and provider portal. The contractor must respond to after-hours calls by the next business day, address provider and customer inquiries, record and store calls for one year, communicate with non-English speakers, maintain issue logs, and provide bi-weekly and data collection reports. Work performance is offsite, and eligibility requires onshore operations within the USA. The buyer requests proposal pricing. Key dates include a pre-bid conference on September 14, 2026, and a deadline for question submissions on September 18, 2026. Bidders can submit responses digitally via email or online.
Key solicitation details
AI-extracted from MSDE_RFP_R00B7600009_CCS_Customer_Serv-Exhibit-3-DPAF.pdf, MSDE_RFP_R00B7600009_CCS_Customer_Serv-__Professional_Services_Supplemental.pdf, MSDE_RFP_R00B7600009_CCS_Customer_Serv_-_Appendix_5_VSBE_Participation_Goal.pdf. Confirm against the original documents before bidding.
The Maryland State Department of Education is issuing a solicitation for inbound and outbound call center and administration services for the Child Care Scholarship program. The contractor will manage phone, email, fax, and mail support while maintaining automated technology monitoring systems. Eligible offerors must perform work onshore within the USA.
- Issued by
- Maryland State Department of Education
- Pre-bid conference
- September 14, 2026
- Questions due
- no later than September 18, 2026
- How to submit
- Digitally via Email or Online
- Submission details
- Response can be submitted digitally via Email or Online.
- Contract term
- one year
- Place of performance
- Offsite
Scope of work
- Implement and maintain automated monitoring and alerting for contractor-managed technology systems.
- Maintain sufficient personnel for timely data entry and eligibility determinations.
- Respond to calls received after normal state business hours by the end of the next business day.
- Address provider and customer inquiries and forward calls to appropriate units.
- Maintain recordings of inbound and outbound calls for one year.
- Provide data collection reports on services provided, processed, completed, and reviewed.
- Provide daily management and supervisory support to support staff.
- Maintain a log of reported issues and provide bi-weekly summary reports.
Minimum qualifications
- Performance of work must be Onshore (USA Only).
- Contractor personnel must pass a Criminal Justice Information System (CJIS) State and federal criminal background check including fingerprinting.
Documents to include with the bid
- Location of the Performance of Services Disclosure (Attachment K)
- VSBE Utilization Affidavit and Prime/Subcontractor Participation Schedule (Attachment E)
Verify important details
Document checkConfirm submission instructions and amendments with the issuing agency before responding.
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