What the buyer needs
AI summaryThe buyer seeks offsite eligibility support and call center services to handle inquiries from clients, applicants, authorized representatives, and other users. Required services include staffing and training, call center operations running at least Monday through Friday from 8:00 AM to 6:00 PM Central Time, outbound mail and electronic messaging, data collection, document routing, and comprehensive call and data entry monitoring. Contractors must also provide curricula covering security, privacy, civil rights, fair hearings, appeals, and due process. Only onshore United States organizations are eligible to bid, and offshore processing expenses are excluded. A pre-proposal conference will take place on November 13, 2026, and all questions must be submitted no later than November 16, 2026. Proposals must include an executive summary under two pages, a project work plan with a transition work breakdown structure, and a separately filed firm-fixed-price cost proposal accompanied by an initial accounting policy manual.
Scope of work
- Call center services and operations
- Staffing strategy and retention to meet performance standards
- Transition planning and Work Breakdown Structure execution
- Business operations management
- Training plan and curriculum development
- Disaster recovery and business continuity planning
- Risk management planning
- Quality management and performance monitoring
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Qualifications and Experience | 20% |
| Cost | 30% |
| Oral Presentations: Staffing Levels | 4 points |
| Oral Presentations: Quality Management | 3 points |
| Oral Presentations: Maintaining Service Levels | 5 points |
Minimum qualifications
- Respondent must have recently been in business for a minimum of five (5) years, or principals/owners must have ownership/executive management experience.
- Respondent must have five (5) years of relevant experience in Eligibility Support Services.
- Respondent must be financially solvent and adequately capitalized based on required financial information.
Documents to include with your response
- Narrative Proposal
- Exhibit A, HHS Solicitation Affirmations v. 2.10
- Exhibit F, Cost Proposal
- Exhibit M, Certification Regarding Lobbying
- Exhibit N, Assurances Non-Construction Programs
- Exhibit O, Federal Funding Accountability and Transparency Act (FFATA) Certification
- Exhibit Q, Subcontracting Plan
- Exhibit R, Breach Disclosure History
- D&B Credit Insights score or financial statements
- Accounting Policy Manual and Disclosure Statement
How to submit
- Method
- Electronic via HHS Online Bid Room or two USB drives
- Instructions
- Submit two USB drives (one labeled Original and one labeled Public Information Act Copy) or upload via HHS Online Bid Room; include separate files for original response in searchable PDF, cost proposal in Excel with active formulas, and subcontracting plan; narrative proposal cannot exceed 300 pages formatted on 8 1/2 x 11 inch pages with 1-inch margins and 12-point or larger font; executive summary limited to two pages.