CC-3868 - USA (Maryland) - Inbound-Outbound Call Center and Administration Services - Deadline October 2,2026

(1) Vendor needs to provide inbound–outbound call center and administration services.• The contractor shall implement and maintain automated monitoring and alerting for all contractor–managed technology systems, including the case management solution, IVR system, call center telephony, and document management system.• All system irregularities – application errors, integration failures, performance degradation, availability issues, and security anomalies – shall trigger automated alerts to the contractor's designated on–call personnel.• Contractor shall maintain sufficient personnel to ensure timely and accurate data entry and eligibility determinations within a high–production, closely monitored work environment.• Contractor shall use modern telephony systems and processes to ensure calls made after normal state business hours received a response by the end of the next business day, following the voicemail received date.• Contractor shall answer and complete research needed to address provider and customer inquiries, forward calls to appropriate units, and uphold customer service standards.• Contractor shall maintain a recording of all inbound and outbound calls for one year and shall have a process for quickly identifying and providing recordings to upon request.• Contractor shall provide data collection reports to on services provided, processed, completed, and reviewed, including number of calls received, applications processed, and similar metrics.• Contractor shall provide daily management and supervisory support to staff responsible for phone, email, fax, and mail support.• Contractor shall provide customer service representatives during normal state business hours to address provider and parent concerns through verbal and electronic communication, including via the family and provider portal.• Contractor shall have a solution in place to communicate with non–English language speaking childcare providers and parents.• Contractor call center help system shall record and include voice interactions between contractor staff and customers or providers for quality assurance purposes.• Contractor call center help system shall maintain a log of all reported issues, including the date of report and the date of resolution, and shall provide bi–weekly reports summarizing common issues.(2) A pre–bid conference will be held on September 14, 2026.(3) All question must be submitted no later than September 18, 2026.(4) A contract period will be for one year.