Call Center Services

The vendor required to provide customer service call center operations model that provides responsive, accurate, and culturally competent service to residents across all department programs, including Medicaid, the supplemental nutrition assistance program (SNAP), disaster snap (DSNAP), and other public assistance programs.
- The desired solution would establish and operate a comprehensive customer service operation that includes artificial intelligence, telephonic, chat, and electronic support channels for all department Offices and Medicaid programs.
- Services should include, but are not limited to:
•    Accepting Medicaid and snap applications and renewals via telephone and electronic channels. 
•    Processing returned mail and conducting outbound calls to maintain beneficiary contact. 
•    Responding to public inquiries related to Medicaid, snap, TANF, DSNAP, and other department initiatives. 
•    Managing an ai interactive voice response (IVR) system to provide general and case-specific information. 
•    Providing multilingual, culturally competent customer assistance line to primarily accommodate english and Spanish speaking callers with a translation service to accommodate all other languages. 
•    Maintaining real-time monitoring, call routing, and workforce management capabilities to meet service level requirements. 
•    Field staff ability to make inbound and outbound calls using the automated call distributor (ACD) software.
- Requirements include:
•    Cloud-based IVR and automated call distribution (ACD) systems with real-time reporting and monitoring dashboards. 
•    Integration with department enterprise architecture (EA), including API-based data exchange with state systems. 
•    Secure file transfer protocols (SFTP and FTPS) with FIPS 140-3 encryption for all data transmissions. 
•    Compliance with the act, and the state’s information security policy.
•    Implementation of administrative, physical, and technical safeguards for all protected health information (phi) and personally identifiable information (PII).
- The desired solution would maintain a formal quality assurance (QA) program, approved by department, to monitor and evaluate customer service performance, data accuracy, and compliance.
- QA activities shall include:
•    Call recording and auditing of a representative sample of interactions.
•    Routine scoring of customer service representative (CSR) performance.
•    Monthly quality reports summarizing results, trends, and improvement plans.
•    Implementation of customer satisfaction surveys with standardized metrics.
- The desired solution would:
•    Create a seamless, unified customer service approach for Medicaid and snap customers 
•    Improve accessibility and efficiency for department customers statewide. 
•    Strengthen program integrity and compliance. 
•    Enable department to respond rapidly to emergencies, policy changes, and high-volume events; one desired solution would be the ability to create, upload and delete messages promptly to IVR.

- Questions/Inquires Deadline: November 26, 2025