RFP for State Based Exchange Contact Center

The Oklahoma Insurance Department (OID), through the Office of Management and Enterprise Services (OMES) Central Purchasing division, seeks a qualified vendor to operate a State‑Based Exchange (SBE) Contact Center. The Center will serve as a single point of contact for consumers needing assistance with Marketplace‑related inquiries, providing frontline support, case management, issue resolution, and escalation to OID or other entities as needed. The contract is for a one‑year term with the possibility of renewal, and the vendor must be capable of handling high‑volume calls, routing inquiries to appropriately skilled staff, and complying with sensitive data regulations (CJIS, FERPA, HIPAA, PII). Bids are sealed, submitted electronically via the Oklahoma Supplier Portal, and must include required certifications, financial statements, and a detailed work plan. • Provide 24/7 (or as specified) consumer call handling for Marketplace questions • Manage case creation, tracking, and escalation workflows • Ensure compliance with CJIS, FERPA, HIPAA/ePHI, and PII handling requirements • Deliver performance metrics and reporting to OID • Supply a qualified staff roster, training program, and technology platform (including IT security ATO) • Contract term: 1 year, with potential extensions