Project Information

Bid Title

RFP - 24 HOUR CALL CENTER SERVICES

Issuing Agency

San Diego County

Location

California

Published Date

May 12, 2026

Closing Date

Jun 24, 2026

Government Level

State & Local

Status

Closed

Ref. #

BPM012809

Original Source

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Bid Inquiries

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Bid Documents

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Project Description

RFx Name:	BPM012809
RFx Begin Date (UTC+0):	RFP - 24 HOUR CALL CENTER SERVICES
RFx End Date (UTC+0):	1
Commodities:	1
RFx Status:	Software
Solicitation Code:	5/12/2026 11:00:00 AM
Lot #:	6/24/2026 3:00:00 PM
Round #:	42 d 06 h 43 min 28 s

RFx General Information

Code BPM012809

RFx Name RFP - 24 HOUR CALL CENTER SERVICES

Lot # 1

Round # 1

RFx Begin Date 5/12/2026 11:00:00 AM

RFx End Date 6/24/2026 3:00:00 PM

Summary

Contact Fernando Aparicio | Procurement Contracting Specialist Cell: 619-541-5596 | Fernando.Aparicio@sdcounty.ca.gov

Q&A Start Date (M/d/yyyy) 5/12/2026 11:00:00 AM

Q&A End Date (M/d/yyyy) 5/29/2026 5:00:00 PM

RFx Documents

Selected Title Type Att. Last Modification Creation Date Validity End Date RFQ - DRAFT AGREEMENT RFx Commercial Documents (Approved) rfp_12809_draft_agreement.docx 5/12/2026 10:46:47 AM 5/12/2026 10:46:47 AM RFP - 24-HOUR CALL CENTER SERVICES RFx Commercial Documents (Approved) rfp_12809.pdf 5/12/2026 10:44:47 AM 5/12/2026 10:44:47 AM 2 Record(s)

Attachment Preview

ALLEN R HUNSBERGER

DIRECTOR

DEPARTMENT OF PURCHASING AND CONTRACTING

5560 OVERLAND AVENUE, SUITE 270, SAN DIEGO, CALIFORNIA 92123-1204

Phone (858) 505-6367

Fax (858) 715-6452

BRENDA MILLER

ASSISTANT DIRECTOR

REQUEST FOR PROPOSALS (RFP) 12809

PLANNING & DEVELOPMENT DEPARTMENT

24-HOUR CALL CENTER SERVICES

May 12, 2026

A. KEY INFORMATION

1. The County of San Diego is seeking proposals from firms interested in providing 24-Hour Call Center Services

(“Offerors”).

2. The contract term is anticipated to be an initial (base) period of one (1) year with four (4) one-year options.

3. The County has posted this solicitation on its official BuyNet website at https://sdbuynet.sandiegocounty.gov/. In order

to see all information related to this RFP, to submit Questions, and to receive notifications of updates, Offerors must

select “Participate in RFx” for this solicitation in BuyNet.

4. The Contracting Officer for this solicitation is Fernando Aparicio, Procurement Contracting Specialist,

(Fernando.Aparicio@sdcounty.ca.gov)

5. Schedule: This timeline is subject to change at any time, at the County’s sole discretion. The County will issue an

addendum for changes to the Pre-Proposal Conference date, Questions due date, or Proposal due date.

Event Description

Questions due

Proposals due

Date and Time (San Diego Time)

May 29, 2026 prior to 5:00 p.m. PST

June 24, 2026 prior to 3:00 p.m. PST

6. Questions:

6.1. Offerors should submit all Questions, including requests for clarification related to definition or interpretation

of this RFP, in writing by the Date and Time specified in the Schedule. Questions should be submitted via

BuyNet, by sending a message to the Contracting Officer through the “Discussions” functionality.

6.2. Non-Offerors should direct inquiries regarding this solicitation to the Contracting Officer.

7. Table of Contents:

A. Key Information

B. RFP Instructions and Rules

C. Evaluation Criteria

D. Submittal Items

E. Required Forms

F. Statement of Work

G. Payment Schedule

H. Draft Agreement

/

/

/

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COUNTY OF SAN DIEGO – REQUEST FOR PROPOSALS (RFP 12809)

PLANNING & DEVELOPMENT DEPARTMENT

24-HOUR CALL CENTER SERVICES

B. RFP INSTRUCTIONS AND RULES

1. INSTRUCTIONS FOR SUBMITTING A PROPOSAL

1.1. It is the Offeror’s responsibility to submit a proposal based on the most current RFP, addenda thereto, responses

to Questions, any other information posted on BuyNet, and any diligence material made available by the

County. Offerors are advised to regularly check BuyNet for information. The County has no obligation to

contact Offerors directly with any such RFP-related information.

1.1.1. In order to see all information related to this RFP, to submit Questions, and to receive notifications of

updates, Offerors must select “Participate in RFx” for this solicitation in BuyNet.

1.2. Forms required to be submitted with Offerors response to this RFP are included in this RFP or posted on the

County’s web site at https://www.sandiegocounty.gov/content/sdc/purchasing/purchasing-forms.html.

1.2.1. Posted forms may be updated from time to time. Unless otherwise specified, offerors may submit the

version of a form in place as of the date of the posting of this RFP or any later version.

1.3. Offerors are advised to allow for sufficient time to obtain all necessary documents and forms, resolve any

technical difficulties obtaining or completing documents or forms, and, if necessary, obtain documents and

forms by an alternate method. If you are unable to download documents or forms, you may request a hard copy

or technical assistance from Purchasing and Contracting’s front desk or contact clerical support at (858) 505-

6367.

1.4. Offeror must submit a complete original proposal in accordance with the format provided in this solicitation to

the County of San Diego, Department of Purchasing and Contracting, through electronic upload to BuyNet

before the Date and Time listed in Schedule.

1.4.1.

If Offeror is unable to submit via BuyNet for any reason, Offeror may submit by providing the

Purchasing and Contracting front desk with either (i) electronic files on CD/DVD or, (ii) a printed

proposal. Offeror must prominently mark such submissions with the RFP number on the outside of

the packaging. Please use this method only if unable to submit through BuyNet.

1.4.2. When submitting via BuyNet, Offerors are advised to allow for sufficient time to submit by an

alternate method in the event of technical difficulties.

1.4.3. For proposals submitted electronically through BuyNet, the time on the BuyNet server shall be

considered the official time for the purpose of determining timely submittal.

1.4.4. For proposals submitted at the Purchasing and Contracting front desk, the time stamp at the front desk

shall be considered the official time for the purpose of determining timely submittal.

1.4.5. In the event of multiple submittals of an original proposal by an Offeror, the County will only

consider the most recent submittal submitted before the due date and time. The County will not

review or consider previous submittals, whether submitted at the front desk or through BuyNet.

Offerors are strongly encouraged to submit only one original proposal and to withdraw or replace any

previous submittals in the event they update their proposal. Proposals may be found non-conforming

if the County is unable to determine which proposal is the most recent, timely submittal.

1.5. A proposal that is untimely or otherwise not submitted in conformance with 1.4 above will not be considered

for award unless: it is received before award is made; the County determines that it is in its best interest to

accept the proposal; and

1.5.1. It is determined by the County that the late receipt was due solely to mishandling by the County, or

1.5.2. No timely and conforming proposal was submitted.

1.6. Proposals may not be modified after the due date, except for modifications resulting from the Contracting

Officer’s request for a revised proposal, Best and Final Offer (BAFO), or an addendum to the proposal.

1.7. Proposals may be withdrawn by written notice signed by a duly authorized representative of Offeror if received

prior to Notice of Intent to Award. After Notice of Intent to Award, all proposals constitute firm offers, subject

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COUNTY OF SAN DIEGO – REQUEST FOR PROPOSALS (RFP 12809)

PLANNING & DEVELOPMENT DEPARTMENT

24-HOUR CALL CENTER SERVICES

to negotiation, that will remain open and cannot be revoked, withdrawn, or modified for a period of six (6)

months.

1.7.1. All proposals become the property of the County upon submission. An Offeror may request the return

of its proposal upon withdrawal, which return the County may grant or deny in its sole discretion.

1.8. By submitting a proposal, Offeror agrees to these RFP Instructions and Rules and all other terms of this RFP.

2. QUESTIONS

2.1. Offerors shall direct requests for explanation regarding the RFP or related documents to the Contracting Officer

in writing as a question (“Question”). Submit Questions by sending a message to the Contracting Officer

through the “Discussions” functionality in BuyNet.

2.2. The County may choose not to respond to Questions received after the date and time stated Schedule. Offeror

is responsible for ensuring that Questions are received by the County.

3. PROPOSAL FORMAT

3.1. Submit electronic proposals as files in .pdf format, except where specified otherwise. For pages other than

signature pages, converted and searchable formats are preferred.

3.2. Proposals shall be formatted to print on 8-1/2” x 11” page size, with no less than ½” margins and eleven (11)

point font and to be suitable for black and white reproduction with no loss of information.

3.3. All proposals shall be signed with a handwritten signature by an authorized officer or employee of the Offeror.

3.3.1. Electronic or digital signatures will not be accepted.

3.3.2. Pages requiring signatures must be scanned from an original handwritten signature. If Offerors are

unable to submit a .pdf with scanned signatures, Offerors may optionally submit clear pictures of

signature pages containing original handwritten signatures.

4. PROPOSAL ORGANIZATION

4.1. Your proposal must be organized in accordance with the Submittal Items in this RFP.

4.1.1. Content shall be organized to correspond to the applicable exhibit and question or item within each

exhibit.

4.1.2. Offerors shall separate each exhibit into one or more files, clearly named as to the exhibit and order.

4.1.3. Pages shall be consecutively numbered within each exhibit at the bottom or top margin of each page.

4.1.4. Cost/Price information:

4.1.4.1. All cost and pricing information must be contained within Cost/Price exhibit and be

inclusive of all proposed compensation. No price data is to be included in the

Program/Technical or other exhibits.

4.2. Confidential/Proprietary information:

4.2.1. The County is a public agency subject to the California Public Records Act, Government Code §

7920.000, et seq. Some or all of the documents submitted in response to this RFP may be subject to

disclosure, and the County intends to publish any resulting contracts to its public website.

4.2.2. It is Offeror's responsibility to identify and separate into a "CONFIDENTIAL/PROPRIETARY”

exhibit and to provide a signed Nondisclosure Indemnification Agreement for:

4.2.2.1. all confidential information that should be protected from disclosure, including PI (Personal

Information), PII (Personally Identifiable Information), or PHI (Protected Health

Information), and

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COUNTY OF SAN DIEGO – REQUEST FOR PROPOSALS (RFP 12809)

PLANNING & DEVELOPMENT DEPARTMENT

24-HOUR CALL CENTER SERVICES

4.2.2.2. any proprietary or other information Offeror determines is exempt from disclosure under the

California Public Records Act and wishes to protect from disclosure.

4.2.3. The “CONFIDENTIAL/PROPRIETARY” exhibit must be clearly labeled with all pages marked as

“CONFIDENTIAL/PROPRIETARY”

4.2.4. Refence material in the “CONFIDENTIAL/PROPRIETARY” exhibit where it is needed to respond to

a Submittal Item (for example “See response 1 contained within the

“CONFIDENTIAL/PROPRIETARY” exhibit” for staff Social Security numbers”).

4.2.5.

If the County determines that a submission improperly designates information as confidential or

proprietary, the County may, at its sole discretion: (i) deem the information releasable; (ii) declare the

submission non-conforming/non-responsive; (iii) remove such information, or (iv) take any other

appropriate action. (Note: pricing and terms and conditions are generally not considered confidential

under the California Public Records Act).

5. PROPOSAL EVALUATION

5.1. Evaluations shall be based on the criteria contained in the Evaluation Criteria and Submittal Items to determine

the proposals(s) that provide the best value to the County.

5.2. The County shall have the discretion, but not the obligation, to construe any submission as non-conforming and

ineligible for consideration if it does not conform to the requirements of this Request for Proposals. The County

shall also have the discretion to waive any irregularities or deviations from the requirements of this Request for

Proposals in any submission.

5.3. Small-Local Business preference: The County intends to expend federal funds for contract(s) resulting from

this solicitation; therefore, in accordance with 2 CFR § 200.319(c), a Small-Local Business preference will not

be applied when evaluating offers and determining contract award. Regardless, Offerors are encouraged to

complete the Small-Local Business Self-Certification form to assist with County data collection.

5.4. Reserved.

5.5. During evaluation, County may appropriately consider the sustainability and social, human health,

environmental, and economic impact of Offeror’s proposed products and approach to providing goods and

services, in accordance with Board Policy B-67. Therefore, Offerors are encouraged to include relevant

information in their proposals.

5.6. During evaluation, the County may appropriately evaluate the cultural competency of Offeror and Offeror’s

proposed approach to providing goods and services. Therefore, Offerors are encouraged to include relevant

information in their proposals.

5.7. When evaluating an Offeror’s cost or pricing, the County may also consider the effect of the proposal on the

overall total cost to the County.

5.8. In evaluating an Offeror’s ability to satisfy the requirements of this RFP and any resulting contract, the County

may also consider any parent, subsidiary, or related legal entity of Offeror, including, without limitation, a legal

entity that Offeror acquired or merged with or will use as a guarantor in providing services to the County.

5.9. When evaluating Offeror’s proposal, County will appropriately consider the proposed purchase, acquisition, or

use of goods, products, and materials produced in the United States in accordance with 2 CFR § 200.322.

Offeror should include information relevant under section 200.322 in its proposal in order to be considered for

such preference during evaluation.

6. EVALUATION AND SELECTION PROCESS

6.1. Proposals received, including any additions, revisions, and clarifications, will be evaluated by a Source

Selection Committee (SSC) appointed by a Source Selection Authority(s) (SSA). The County may evaluate

information known to the County, in addition to the information provided in response to the RFP.

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COUNTY OF SAN DIEGO – REQUEST FOR PROPOSALS (RFP 12809)

PLANNING & DEVELOPMENT DEPARTMENT

24-HOUR CALL CENTER SERVICES

6.2. The County reserves the right to request clarification and/or additional information (“Clarification”) from

Offerors. The Contracting Officer will determine the appropriate means of requesting and obtaining

Clarification, which may include telephonic communication, email, letter, presentation, oral interview, or an

addendum or revision to the proposal. The County may invite Offerors to make presentations to, or participate

in interviews with, the County at a date, time, and location determined by the County. Notwithstanding the

foregoing, the County is not obligated to seek Clarification, therefore Offerors are advised to submit complete

and accurate information in their proposals.

6.3. At any point in the evaluation process, the County may determine that a proposal is unacceptable in any area

or that a proposal is no longer in the competitive range, and no longer consider it for award. In such cases, the

Contracting Officer will attempt to notify the Offeror.

6.4. At any point in the evaluation process, the County may hold discussions with one or more Offerors in the

competitive range. Discussions may include requests for revised proposals, Best and Final Offers (BAFOs), or

addenda to the proposal that may contain additional selection factors.

6.5. The SSC may recommend to the SSA that award be made to one or more Offerors. After receipt and approval

of the SSA’s decision, the County will post a Notice of Intent to Award (NOI).

6.6. Upon posting of the NOI, the County will enter into contract finalization negotiations with the selected

Offeror(s) and, upon successful completion, award a contract(s).

6.7. The County may rescind or modify the NOI at any time due to unsuccessful negotiations or if the County

otherwise determines that it is in its best interest to do so.

6.8. [#include for federal funds, otherwise reserve] The County intends to expend federal funds for contract(s)

resulting from this solicitation. 2 CFR § 200.324 requires that pricing and profit margin be negotiated prior to

award if only one conforming proposal is received. Failure to provide sufficient cost and pricing information

for such negotiations may be cause for the County to terminate negotiations.

6.9. The actual timing and sequence of events resulting from this RFP shall ultimately be determined by the County,

in its sole discretion. The County may, at any time cancel this RFP, reject all proposals, restart evaluations,

modify or replace the membership of the SSC, or correct any deficiencies in the procurement process or

evaluation.

7. DEBRIEF AND REVIEW OF CONTRACT FILES

7.1. After an Offeror has been notified by the Contracting Officer that that Offeror’s proposal is no longer being

considered for award, the Offeror may request a debriefing from the Contracting Officer. For debriefings held

prior to contract execution, the Offeror will be limited to a review of the information pertaining to the County’s

evaluation of their own proposal, in accordance with Section 9.4 of these RFP Instructions and Rules. After

contract execution, debriefings may include review of other proposals, the Source Selection Committee Report,

and other releasable documents.

8. PROTEST PROCEDURE

8.1. Board Policy A-97 sets forth the procedures for the filing and resolution of protests related to this RFP. Board

Policy A-97 is available from the Clerk of the Board, 1600 Pacific Highway, San Diego, CA 92101, or on the

County’s website at https://www.sandiegocounty.gov/content/sdc/cob/ocd.html .

8.2. All protests must be filed in accordance with Board Policy A-97, which requires, among other things, that a

protest must be filed timely, be submitted in writing to the Contracting Officer identified in the solicitation

package, and be based on a protestable action and established grounds for protest.

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