FDCM OI Contact Center

FDCM OI Contact Center Solicitation ID: 3202400080 Status: Addendum Posted Contact Name: maryhelen.nunez-wallace@twc.texas.gov Contact Number: 737-279-7107 Contact Email: maryhelen.nunez-wallace@twc.texas.gov Response Due Time: 10:00 AM Agency/Texas SmartBuy Member Number: 320 Days Solicited: 21+ Days for Solicitation Notice Solicitation Posting Date: 1/30/2024 Response Due Date: 3/27/2024 Last Modified: 3/20/2024 2:48 pm Solicitation Description: TWC desires to procure Contact Center Services for FDCM OI that are customizable to meet the needs of Texans. TWC seeks vendor capable of quickly standing up a contact center. URL: Addendum: 01: Pre Offer Conference Link 2/1/2024 Addendum 04: Extends due date to March 14, 2024 at 10:00 a.m. Central Time. 2/20/2024 Addendum 04: Extends due date to March 14, 2024 at 10:00 a.m. Central Time.

2/20/2024 Addendum 05: Published Q&A, revised attachments and extended due date to March 20, 2024 at 10:00 a.m. Central Time. 3/12/2024 Addendum 06: Extends due date to March 27, 2024 at 10:00 a.m. Central Time 3/19/2024 Addendum 07: Updated Q&A referenced in Addendum 05. 3/20/2024 Class/Item Code(s): 91520-Call Center Services Attachments#NameDescription1ESBD_File_348762_00_RFO_3202400080_FDCM_OI_CC_V3.1_012924.pdfRFO - Main Document2ESBD_File_348762_01_RFO_3202400080_Att1_FDCM OI Contact Center_ TWC_T&Cs (10-25-23).pdfTWC Terms and Conditions - T&Cs3ESBD_File_348762_02_RFO_3202400080_FDCM OI Contact Center_Att 2_Acknowledge_TCs_Exceptions.pdfAcknowledgement of TWC T&Cs4ESBD_File_348762_03_RFO_3202400080_Att3_FDCM OI Contact Center_Executed_Offer_Form.pdfExecuted Offer Form5ESBD_File_348762_04_RFO_3202400080_Att4_FDCM OI Contact Center_Pricing_Cost_Worksheet.pdfPricing Cost Worksheet6ESBD_File_348762_05_RFO_3202400080_Att5_FDCM OI CC_Req_V4.pdfRequirements7ESBD_File_348762_06_RFO_3202400080_Att_6_FDCM OI CC_Deliverables_V4.pdfDeliverables8ESBD_File_348762_07_RFO_3202400080_Att_7_FDCM OI Contact Center_Deliverables Expectations.pdfDeliverables Expectations9ESBD_File_348762_08_3202400080_Att_8A_FDCM OI Contact Center_VPAT.pdfVPAT10ESBD_File_348762_08_3202400080_Att_8B_FDCM OI Contact Center_VADSIR.pdfVADSIR11ESBD_File_348762_08_320240080_Att_8C_FDCM OI Contact Center_PDAA.xlsxPDAA12ESBD_File_348762_09_RFO_3202400080_Att_9_FDCM OI CC_SLAs_V4.pdfService Level Agreements13ESBD_File_348762_10_RFO_3202400080-Att_10_FDCM OI Contact Center_Scoring_and_Points_v0.02.pdfScoring and Points14ESBD_File_348762_11_RFO_3202400080_Att_11_FDCM OI Contact Center_Response_File_Names_v0.02.pdfResponse File Names15ESBD_File_348762_12_RFO_3202400080_Att_12_FDCM OI Contact Center_DataPrivacy_CyberReq.pdfData Privacy and Cyber Requirements16ESBD_File_348762_13_RFO_3202400080_Att 13 _FDCM OI Contact Center_Respondent References.pdfRespondent References17ESBD_File_348762_14_RFO_3202400080_Att_14_FDCM OI Contact Center_Change Orders.pdfChange Order Template18ESBD_File_348762_15_RFO_3202400080_Att_15_FDCMOIContact Center_HSP Guide.pdfHUB Subcontracting Plan (HSP) Guide19ESBD_File_348762_Addendum 01_3202400080 FDCM Contact Center.pdfAddendum 0120ESBD_File_348762_Addendum 02_3202400080 FDCM Contact Center.pdfAddendum 0221ESBD_File_348762_Add02_3202400080_POC_PowerPoint Slides.pdfPre-Offer Conference PowerPoint Slides22ESBD_File_348762_Add02_3202400080_POC_Attendee List.pdfPre-Offer Conference Attendee List23ESBD_File_348762_Addendum 03_3202400080 FDCM Contact Center.pdfAddendum 03: Additional NIGP Codes24ESBD_File_348762_Addendum 04_3202400080 FDCM Contact Center.pdfAddendum 04: Extends Due Date25ESBD_File_348762_Addendum_05_Q&A Combined_3202400080_FDCM OI CC.docx.pdfAddendum 05 Q&A, Solicitation Revisions and Extension Due Date26ESBD_File_348762_Addendum 06_3202400080 FDCM CC_Extension.pdfAddendum 06 - Extends Due Date to 3/27/2427ESBD_File_348762_Addendum 07 .pdfAddendum 07: Updated Q&A referenced in Addendum #5