CC-3946 - USA (Texas) - Procurement Library, Call Center Software Application Eligibility Support Services - Deadline December 11,2026

(1) Vendor needs to provide procurement library, call center software application eligibility support services.– Hours of Operation RequirementsThe Contractor shall provide options and costs for operating hours for each of the Client’s and Applicant’s access channels, with staffing accommodating the occurrence of Daylight Saving Time (DST). At a minimum, Contractor must provide call center hours of operation, from 8:00 AM until 6:00 PM Central Time, Monday through Friday, excluding State holidays.– Provide call center operation services for staffing and training strategy.– Manage all staff utilizing currently implemented telephone systems and call center applications infrastructure. Inquiries may be received in the call center from Clients, Applicants, authorized representatives and other users, including trading partners, and general users.– Outbound Mail and Electronic Messaging Requirements– Data Collection and Electronic Document Routing– Call Monitoring and Data Entry Accuracy– There is a comprehensive call and data entry monitoring process, including the approach, measurement objectives, monitoring frequency, sample size, result reporting, quality goals, and planned courses of action.– Contractor must outline appropriate curricula, systems, and software. The curriculum development must include the security and privacy, confidentiality, Client’s and Applicant's civil rights, fair hearing process, appeals and rights to due process(2) A Pre–proposal Conference will be held on November 13, 2026.(3) All question must be submitted no later than November 16, 2026.