RFP 2019-10 Call Center Services

This contract awards a statewide call‑center services operation to support Covered California’s health‑insurance exchange. The contractor must provide a scalable center capable of handling up to 1,200 full‑time‑equivalent staff for voice calls, live‑chat, and data‑entry, with a phased staffing ramp that peaks at 1,000 FTE during open enrollment and scales down thereafter. The work must be performed from a site in the Greater Sacramento Area (with remote California agents permitted) and include required technology (Skype, VPN, Microsoft Office), a backup generator, and strict schedule‑adherence (93 %). The contract is valued up to $80 million, with an estimated annual spend of $20 million, and runs from April 1 2020 through March 29 2024, with two possible two‑year extensions. Key points include: • Provision of inbound/outbound call handling, live‑chat, and data‑entry services. • Requirement to staff 250–1,000 FTE depending on month, maintaining staff continuity throughout the term. • Performance metrics: 93 % schedule adherence, mandatory reporting, and consumer‑experience participation.