RFP 2015-08 Call Center Services

This contract awards the operation of a large‑scale call‑center for Covered California’s open‑enrollment period. The vendor must staff up to 600 full‑time equivalents, provide bilingual agents, manage training, and operate under strict technology and security specifications (Cisco UCCE, NICE workforce‑management, MPLS connectivity, HIPAA‑compliant facilities). The work is confined to California sites (Sacramento, Contra Costa, Fresno) and must commence by mid‑October 2015, with peak staffing November‑February 2016. The award is a single‑source award to Faneuil, Inc., with a contract ceiling of $12 million and a potential one‑year extension. • Provide voice, chat, and data‑entry services for the state health‑benefit exchange during the high‑volume enrollment season. • Staff up to 600 agents, including 15 % Spanish‑English bilingual and 5 % Asian‑language bilingual personnel, and meet 1:15 supervisor‑to‑agent ratios. • Deploy required technology (Cisco UCCE v10.5, NICE IEX, Dell Optiplex workstations, MPLS 150 Mbps circuits) and comply with HIPAA, MARS‑E, PCI, and other security standards.