RFP # R00B7600009 Child Care Call Center and Administration Services

The Maryland State Department of Education (MSDE) seeks a single‑award contractor to operate the Child Care Scholarship (CCS) program’s call center, eligibility determinations, case management, provider payment administration, and related audit/compliance functions. The contractor must staff, manage, and maintain all technology—including telephony, computers, and a case‑management solution—while integrating with existing state systems (CCATS, CCS Family Portal, Provider Portal). The contract is a hybrid firm‑fixed‑price/indefinite‑quantity agreement for a three‑year base period with two optional one‑year extensions, valued up to $62.5 million over five years. The award will be made via a competitive sealed‑proposal process, with a mandatory pre‑proposal conference on September 14, 2026, questions due September 18, 2026, and proposals due October 2, 2026. • Scope: Full‑service call center, eligibility processing, case management, provider payments, audit & compliance. • Required capabilities: ≥10 years experience in large public‑assistance programs, paper‑less case‑management systems, cybersecurity & data‑privacy compliance. • Deliverables: Staffing plan, technology implementation, continuous performance monitoring, cost‑reduction proposals, optional automation/AI components. • Location: Contractor’s office within 50 mi of MSDE headquarters (Baltimore, MD) or hybrid remote model within the continental U.S. • Subcontracting goals: 20 % MBE, 5 % VSBE participation.