RFP 2019-08 Agent Service Centers

This contract awards Covered California the operation of two mandatory Agent Service Centers – an Individual Agent Service Center (IASC) and a Small‑Business Agent Service Center (SBASC) – along with an optional small‑business eligibility and enrollment component. The contractor must provide multi‑channel contact‑center services (voice, chat, email, text, social media), integrate with Salesforce CRM via CTI, support blended dialer capabilities, and deliver reporting, workforce‑management, and quality‑management functions. Staffing ratios, performance metrics (ASA, SLA), and compliance with TCPA/DNC rules are required. The contract is fixed‑price, runs from Q1 2020 with a go‑live target of 1 Apr 2021, and has an initial term ending 31 Mar 2024, with two possible 2‑year extensions. Preference points are available for small‑business and DVBE firms, but the award was made to Pinnacle Claims Management, Inc. • Provides full‑scale call‑center operations for health‑insurance agents (individual & small‑business markets). • Requires Salesforce CTI integration, cloud‑based API, blended dialer, and comprehensive reporting/quality‑management. • Fixed‑price contract, 4‑year base term, with optional extensions to a maximum of 7 years.