RFP 2014-04 Call Center Support Services

This contract calls for a large‑scale call‑center and data‑entry operation to support Covered California’s health‑benefit exchange during the 2014‑2015 open‑enrollment period. The award is split between two Virginia‑based firms, which must provide between 200 and 600 full‑time equivalents, meet bilingual staffing requirements, and operate a HIPAA‑compliant facility in the United States. The work includes inbound call handling, limited outbound callbacks, data‑entry of paper applications, mandatory five‑day training, full call‑and‑screen recording, and daily/weekly/monthly reporting. Payments are on a time‑and‑materials basis with a contract ceiling of $14 million, and funding is contingent on receipt of federal funds. The contract runs from early October 2014 through the end of June 2015, with a peak‑call‑volume window from mid‑November 2014 to mid‑February 2015. A possible extension to cover the 2015 enrollment period is permitted. • Provides 200‑600 FTEs, with 15 % Spanish‑English and 5 % Asian‑English bilingual staff. • Requires a California‑based, HIPAA‑compliant call‑center site and full integration with Covered California’s cloud systems (Oracle RightNow, CalHEERS). • Time‑and‑materials pricing, $14 M ceiling, no overtime reimbursement, and a 30‑day baseline performance period.