Customer Care Call Center Service Partner

{
  "id": 252182,
  "_slug": "clevelandmetroschools",
  "title": "Customer Care Call Center Service Partner",
  "status": "evaluation",
  "summary": "<p>CMSD is committed to delivering an exceptional educational experience for our students and families, and high‑quality customer service is central to that mission. Our COMMUNICATE with H.E.A.R.T.&trade; model sets the standard for how we engage with all stakeholders, ensuring every interaction is consistent, respectful, and aligned with our district values. This project supports our strategic priority of building an informed and engaged community by strengthening communication systems and enhancing the overall customer experience.</p><p>The Customer Experience Department, within the Excellence and Culture Division, leads this work by championing the interactions that shape district culture and support essential service functions. Our goal is to exceed expectations for every caller and visitor who interacts with any CMSD school or office&mdash;every day, every time. The Customer Care Call Center plays a critical role in this effort, serving as a centralized hub that partners with schools and departments to improve responsiveness, strengthen community engagement, and ensure stakeholders feel informed, respected, and supported.</p><p>Through this project, CMSD seeks a call center partner that can help elevate our customer service delivery, reinforce our Communicate with H.E.A.R.T.&trade; model, and support our commitment to providing a seamless, high‑quality experience for all who contact the district.</p>",
  "isPaused": false,
  "template": {
    "title": "Request For Proposal"
  },
  "addendums": [
    {
      "id": 113229
    }
  ],
  "copyCount": 0,
  "isPrivate": false,
  "comingSoon": false,
  "created_at": "2026-04-01T16:36:54.843Z",
  "department": {
    "id": 6286,
    "name": "Equity and Culture"
  },
  "government": {
    "code": "clevelandmetroschools",
    "organization": {
      "city": "Cleveland",
      "logo": "https://assets.procurement.opengov.com/logo-uploads/a6869e14-64b2-4dc8-ab3a-f456d7658295_CMSDLogoStacked-RGB.jpg",
      "name": "Cleveland Metropolitan School District",
      "phone": "(216)838-0000",
      "state": "OH",
      "website": "https://www.clevelandmetroschools.org/Procurement",
      "zipCode": "44114",
      "address1": "1111 Superior Ave E",
      "address2": "Suite 1800",
      "phoneExt": null,
      "timezone": "America/New_York",
      "countryCode": "US",
      "phoneCountry": "1"
    }
  },
  "financialId": "RFP-21439",
  "closeOutReason": null,
  "closedSubstatus": null,
  "proposalDeadline": "2026-05-15T18:00:00.000Z",
  "releaseProjectDate": "2026-04-08T04:00:00.000Z"
}