RFP 2023-09 Call Center Services

Covered California is procuring a large‑scale, multi‑channel contact‑center operation to support up to 1,200 full‑time‑equivalent staff handling voice calls, live‑chat, and manual data‑entry. The contractor must provide all equipment, secure connectivity, and staffing, and must operate within the agency’s security and privacy standards (MARS‑E, SOC, NIST). The contract is a fixed‑price, four‑year agreement worth up to $156 million, with two optional two‑year extensions. The award will go to a single vendor (TTEC Government Solutions) after a competitive open‑competition process. • Scope: 24/7 call‑center services (voice, chat, data‑entry) for up to 1,200 FTE, using agency‑provided platforms (Salesforce, Verint, Cisco). • Financial ceiling: $156 M maximum; cost‑of‑living adjustments limited to 3 %. • Timeline: RFP released Dec 15 2023, proposals due Dec 29 2023, contract performance starts Jul 1 2024, ends Jun 30 2028, with optional extensions.