CC-3828 - USA (Nebraska) Child Support Enforcement (CSE) Customer Call Center services - Deadline July 28,2026

(1) Vendor needs to provide child support enforcement (CSE) customer call center services– Propose a strategy for managing and operating a centralized child support customer service call center.– The required staffing levels and utilize the computer systems, telephony infrastructure, and voice response unit (VRU) provided.– Answer and respond to all incoming calls and provide accurate responses to customers according to the desk guide and DHHS procedures.– The call center shall be staffed with a minimum of fourteen (14) full–time customer service representatives.– Provide multi–lingual support to customers using telephonic interpretation services.– Answer and provide necessary follow–up on all incoming calls and outreach and outbound calls.– The call center handles approximately 1,000 calls on those days.– The call center currently receives approximately 35,000 calls per quarter.– Peak call days are Monday and the day after a holiday.– The average call is 4 minutes or less.(2) All the questions must be submitted no later than July 21, 2026.(3) The contract period will be for four years.