Description
The State of Michigan’s Department of Technology, Management, & Budget (DTMB) issued RFP 240000003099 to modernize its Michigan Enterprise Call Center (MIECC) by procuring an enterprise‑level, cloud‑based call‑center solution that will replace aging on‑premise systems across more than 70 small call centers. After a competitive evaluation, NICE was recommended for a five‑year contract (with up to five one‑year renewal options) valued at $3 million. The award is pending State Administrative Board approval.
• Scope: Provide a fully integrated, scalable call‑center platform (software, hosting, support, migration, and ongoing operations) for all state agencies.
• Requirements: Direct platform provider, compliance with NIST SP 800‑53 Rev. 5, data‑security Schedule E, ADA/WCAG 2.1, migration services, and annual performance reporting.
• Timeline: RFP posted 26 Nov 2024, proposals due 9 Dec 2024, award notice 12 Oct 2026, contract term 5 years (possible 5 × 1‑year renewals).
• Budget: Fixed‑price contract of $3 M for the full term (≈ $600 k per year).
• Evaluation: Technical score ≥ 80 points required; NICE achieved the highest combined technical and value score, especially for NIST compliance and bundled pricing.