RFP 2016-09 Call Center Services

This contract calls for a private vendor to operate a large‑scale, bilingual call‑center supporting Covered California’s health‑insurance marketplace. The contractor must provide staffing (200‑600 FTEs), a turn‑key facility in the greater Sacramento area, required hardware/software (Cisco UCCE, NICE IEX, MPLS connectivity), training, quality‑assurance, and 24 × 7 operational coverage during open‑enrollment periods. The solicitation is competitive, with a maximum total cost of $14.064 M and an estimated annual funding of $16.2 M, and includes optional three‑year extensions. • Provide 200‑600 full‑time‑equivalent service‑center representatives, ≥ 20 % bilingual, with additional language requirements. • Deliver a HIPAA‑compliant, ADA‑compliant call‑center facility with 150 Mbps MPLS circuits, redundant power, and all required Cisco and NICE equipment. • Operate under a time‑and‑materials basis, submit detailed performance reports, and maintain a quality score of ≥ 85 % weekly.