Description
This solicitation seeks a single prime contractor to operate a comprehensive student‑financial‑aid call center for Austin Peay State University. The contractor will deliver 24/7 inbound/outbound phone support, text‑messaging, and optional chat services; recruit, train, and certify bilingual staff; integrate a web‑based, secure call‑center platform with APSU’s Microsoft environment; provide detailed analytics, quality‑assurance monitoring, and compliance with FERPA, GLBA, HIPAA, GDPR, WCAG 2.0 AA, Section 508, and other federal/state regulations; and submit quarterly diversity‑spending reports. The base contract runs July 1 2026 – June 30 2029 with possible one‑year extensions up to a total of five years. Proposals were due 21 Jan 2026, with award expected by early April 2026.
• 24/7 multi‑channel contact‑center operations (phone, text, optional chat)
• Mandatory staff training on federal financial‑aid regulations and bilingual support
• Full compliance with data‑privacy, accessibility, and diversity‑business‑enterprise requirements
• Quarterly reporting on performance metrics and small‑business spend