About this opportunity
AI summaryThe Maryland Health Benefit Exchange requires a contractor to provide consolidated service center call center operations at a turnkey facility within Maryland. The contractor must deliver cloud-based automated call distribution, interactive voice response, weighted skills-based routing, auto answer, courtesy callback, and whisper features, while recording all voice calls with ten-year retrieval capabilities and utilizing automated process flow tools. Eligible onshore USA offerors, including encouraged minority business enterprises, must register and submit proposals online via emma.maryland.gov by December 17, 2026, at 11:00 AM EST. A pre-proposal conference occurs on November 20, 2026, at 10:00 AM EST, and questions are due by December 7, 2026. The firm fixed price contract covers a three-year base period from July 1, 2027, to June 30, 2030, with one two-year option.
Buyer and opportunity details
- Client
- MARYLAND HEALTH BENEFIT EXCHANGE (MHBE)
- Solicitation No.
- BPM057936
Scope of work
- Operate integrated consolidated service center call center functions
- Cloud-based automated call distribution telephony system with intelligent routing
- Interactive voice response providing call queuing and self-service
- Weighted skills-based routing and auto answer capabilities
- Courtesy callback and whisper features
- Recording of 100% of all voice calls with retrieval up to 10 years
- Utilization of an automated tool for process flows, call scripts, and procedures
- Implementation and transition-out planning and services
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Offeror's Technical Response to Requirements and Work Plan | Not specified |
| Economic Benefit to State of Maryland | Not specified |
| Financial Proposal Evaluation Criteria | Not specified |
Minimum qualifications
- At least three (3) years of experience within the past ten (7) years with government entitlement program eligibility and enrollment
- Experience utilizing a third-party customer relationship management (CRM) solution such as Salesforce
- Experience operating and maintaining a telephony system
- Submission of a minimum of three references from customers on customer's letterhead
- Registered with the State Department of Assessments and Taxation (SDAT) to do business in Maryland
Documents to include with your response
- Attachment 1 - No Bid Notice/Vendor Feedback Form (if applicable)
- Attachment A - Bid/Proposal Affidavit
- Attachment B - The Price Form
- Attachment C - Bid Bond
- Attachment D-1A - MDOT Certified MBE Utilization and Fair Solicitation Affidavit
- Attachment E-1 - VSBE Utilization Affidavit and subcontractor Participation Schedule
- Attachment H - Federal Funds Attachment
- Attachment I - Conflict of Interest Affidavit and Disclosure
- Attachment K - Location of the Performance of Services Disclosure
- Attachment R - Corporate Diversity Addendum
Key dates
- RFP Issue Date
- November 2, 2026
- Pre-Proposal Conference
- November 20, 2026, AT 10:00 AM EST Time
- Questions Due Date and Time
- December 7, 2026
- Proposal Due (Closing) Date and Time
- December 17, 2026, AT 11:00 AM EST Time
- Contract Duration
- July 1, 2027 – June 30, 2030
How to submit
- Method
- Electronic via emma.maryland.gov
- Instructions
- Proposals must be submitted through eMMA under Solicitation Number BPM057936 in two separate envelopes: Volume I - Technical Proposal and Volume II - Financial Proposal, both in searchable Adobe PDF format.
Contract details
- Term
- Three-year base with one two-year option July 1, 2027 – June 30, 2030
- Place of performance
- Turn Key-Facility within the State of Maryland
- Insurance and bonding
- Commercial General Liability; Errors and Omissions/Professional Liability minimum $2,000,000 per occurrence maintained for at least 10 years; Employee Theft Insurance minimum $1,000,000; Workers' Compensation; Cyber Security/Data Breach Insurance of $5,000,000 per occurrence and $30,000,000 aggregate.
- Funding
- Federal Funding