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Government in Kentucky issued “Contact Center as a Service” (RFP (Request for Proposal)). Solicitation SYS-6878 closes on January 8, 2027. Eligibility: USA Organization. Submissions via Email.
A comprehensive cloud-based Contact Center as a Service (CCaaS) platform that supports configurable use across Cabinet departments, tailored to each agency’s specific needs through an understanding of
existing and future configurations, customizations, and collaborative requirements-gathering.
Tier 1 Agents Responsibilities:
• Answer inbound calls, callbacks, make outbound calls, respond to e-mail and chat, and create a CRM ticket for each contact.
• Provide basic information and eligibility requirements for SNAP/ Medicaid.
• Application intake, assist with recertification and case changes for SNAP/Medicaid, eligibility determination, and enrolling in MCO.
• Explain special notices and documentation that are acceptable for eligibility.
• Guide callers for online application and account changes.
• Triage calls for transfers or referrals to other departments.
• Answer questions related to SEBT.
• Assist callers with online access issues, password resets, and reporting application issues to the CHFS helpdesk.
Proposals for SYS-6878 are due by January 8, 2027.
Government, Kentucky.
USA Organization.
Submissions are accepted via Email. Follow the instructions in the solicitation documents.
Contract term: 3 Years.
Questions and inquiries must be submitted by October 16, 2026.
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