RFP 2017-16 Service Center Assessment Improvements

The Covered California Business Services Branch solicited a one‑year fixed‑price contract to conduct a comprehensive assessment of its service‑center operations, benchmark performance against industry best practices, and recommend process and technology improvements. The award was granted to Dimension Data North America, Inc., a consulting firm with experience in large‑scale contact‑center evaluations. The contract’s ceiling is $500,000 for the first year, with optional extensions for up to three additional years. The work must be performed within standard business hours, and no travel or overtime expenses are reimbursable. • Scope: operational analysis, gap‑analysis, benchmarking, and implementation‑planning recommendations for Covered California’s service centers. • Delivery: hard‑copy master + eight copies + searchable CD‑ROM; all submissions sealed “DO NOT OPEN.” • Evaluation: technical (70 %) + cost (30 %) scoring, with small‑business and DVBE preferences applied.