Government Contract | Virginia
Enterprise Customer Services Center

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Bid Information

Bid Alert No: 00000568074

Bid Title: Enterprise Customer Services Center

Agency Bid No. Title: CSE-16-049

Received Date: 05/10/2016

Close Date: 06/23/2016

Purchase Type: January 1, 2017 through December 31, 2019

Delivery Point:

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference Mandatory 05/17/2016 09:30 AM


Specifications include, but are not limited to:The purpose of this Request for Proposals (RFP) is to solicit written sealed proposals for the contracting of a qualified firm that can most effectively and cost effectively establish and operate a state of the art enterprise customer services center for the Commonwealth of Virginia (the Commonwealth) Virginia Department of Social Services (VDSS). Services are being sought for the Division of Child Care & Early Childhood Development (CCECD), Division of Benefit Programs (DBP) and Division of Child Support Enforcement (DCSE). The service center must provide including but not limited to an Interactive Voice Response service, knowledgeable customer service representatives, automated and electronic outbound customer notices, web chats, and a resolution team to take designated case actions. It is the goal of VDSS to provide a five star customer call center to the citizens of the Commonwealth through an Enterprise Customer Services Center (ECSC). The ECSC will handle telephone inquiries directed to designated toll-free phone numbers for DCSE, CCECD and BP, and perform related functions. VDSS may over the contract period add other Divisions seeking similar services. VDSS seeks to ensure that the ECSC provides services with a high degree of respect for customers, sensitivity to their circumstances and commitment to quality service. VDSS seeks to provide the best possible services to customers, in support of the VDSS mission and vision. It is important that timely but thorough services be provided by the ECSC. A comprehensiverespo n s e t o a c a l l e r s c o n c e r n s m u s t n o t b e s a c r i f i c e d t o a c h i e v e a higher volume of calls handled per representatives

Product Code: 20832

Agency Information

Issuing Agency: Commonwealth of Virginia Department of Social Services

State: Virginia

Agency Type: State and Local

Contact: 801 E. Main Street, Richmond, Virginia, 23219



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