Interactive Voice Response (IVR) System Replacement

The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) intends to replace its aging Cisco Interactive Voice Response (IVR) system and integrate enhancements to maintain call‑center operations for millions of driver‑license holders. Because the current IVR will reach end‑of‑support in June 2027, the agency is awarding a single‑source contract to Presidio Networked Solutions LLC, which already possesses deep knowledge of the existing environment. The contract will cover system design, implementation, integration with payment and security workflows, and up to three years of staff‑augmentation and maintenance services. The estimated ceiling is $3.5 million. • Scope: Full replacement of Cisco IVR platform, migration of existing call‑routing logic, text‑to‑speech engine, and self‑service functions. • Integration: Connect with ACH payment processing, sanction clearance, and other back‑office systems. • Duration: Up to 3 years of implementation plus ongoing support. • Budget: Up to $3.5 M, funded by FLHSMV. • Vendor: Presidio Networked Solutions LLC (sole‑source justified by unique expertise and existing institutional knowledge).