Description
The California Public Utilities Commission seeks a single prime contractor to operate the CAC Equipment Processing Center (EPC), delivering comprehensive contact‑center services and a California‑based warehouse for assistive telecommunications equipment. The contractor will manage inbound/outbound multi‑channel calls (voice, TTY, ASL video, email, chat, fax), provide multilingual support, and fulfill disaster‑call requirements, while also handling receipt, storage, inventory control, picking, packing, shipping, returns processing, testing, refurbishment, and disposal of equipment. The contract includes a 2‑year base term with optional one‑year extensions (up to three), a $9.6 M base ceiling, and a total program ceiling of $25 M, with strict performance‑metric SLAs and mandatory transition‑in/out phases.
• Operate a multi‑channel, ADA‑compliant contact center (including ASL video and language line services).
• Manage a California warehouse for receipt, inventory, fulfillment, RMA processing, and equipment recycling.
• Deliver detailed reporting, SLA compliance, transition planning, and training programs, adhering to NIST SP 800‑53 MODERATE security standards.
• Provide optional one‑year extensions and a $400 k unanticipated‑tasks fund, with performance‑bond holdback and monthly invoicing.