Project Information

Bid Title

Contact Center Services RFP

Issuing Agency

State Government of Florida

Location

Florida

Published Date

Jan 13, 2026

Closing Date

Mar 17, 2026

Government Level

State & Local

Status

Closed

Ref. #

RFP-14821

Original Source

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Bid Documents

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Project Description

Request for Proposals Contact Center Services RFP Department of Management Services (DMS)

Advertisement Status: OPEN

Last Edit Date/Time: 01/14/2026, 05:41 AM

Advertisement Number: RFP-14821

Agency Advertisement Number: 26-83111500-RFP

Version Number: 2

Published Date/Time: 01/14/2026 04:59 AM

Start Date/Time: 01/14/2026 04:59 AM

End Date/Time:  03/17/2026 11:00 PM

Commodity Codes

Code	Description
43231501	43231501: Helpdesk or call center software
83111500	83111500: Local and long distance telephone communications
43232903	43232903: Contact center software
83121703	83121703: Internet related services
83111501	83111501: Local telephone service
83111502	83111502: Long distance telephone services
83111505	83111505: Directory assistance services
83111507	83111507: Call centre bureau services
83111508	83111508: Toll free inbound telephone service
83111510	83111510: Interactive voice response service

The Department is issuing this RFP to establish a State Term Contract for Contact Center Services. The Department intends to make multiple, statewide awards; however, the Department reserves the right to award to one or multiple Respondents, statewide or by region, or to make no award, as determined to be in the best interest of the State.Evan McLaughlin, Purchasing Analyst Supervisor, Division of State Purchasing
Florida Department of Management Services
4050 Esplanade Way, Suite 360
Tallahassee, FL 32399-0950
Phone: (850) 414-6740 Email: Evan.McLaughlin@dms.fl.gov

****ALL EMAILS TO THE PROCUREMENT OFFICER SHOULD CONTAIN THE SOLICITATION NUMBER IN THE SUBJECT LINE OF THE EMAIL****

The State of Florida (State), Department of Management Services, invites interested vendors to submit a response to the Contact Center Services RFP.

This solicitation and all addenda will be posted on the Vendor Information Portal (VIP). Vendors that respond to this solicitation are responsible for monitoring the VIP throughout the procurement for information regarding decisions and other matters relating to this procurement.

***Interested vendors must submit responses to this solicitation in the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. To participate in this solicitation, interested vendors must refer to the How to Access the Sourcing Event in MyFloridaMarketPlace section, of the solicitation.

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under chapter 120, Florida Statutes. Any protest concerning this agency decision or intended decision must be timely filed with the Agency Clerk. Protests may be filed by courier, hand delivery, or regular mail at: Department of Management Services, Office of the General Counsel, Attention: Agency Clerk, 4050 Esplanade Way, Suite 160, Tallahassee, Florida 32399-0950. Protests may also be filed by fax at 850-922-6312, or by email at agencyclerk@dms.fl.gov. It is the filing party's responsibility to meet all filing deadlines.

Description	Date/Time
Contact Center Services RFP.pdf	Jan 14, 2026, 5:41:27 AM
Attachment A - Scope of Work.pdf	Jan 14, 2026, 5:41:28 AM
Attachment B - Mandatory Responsiveness Requirements.pdf	Jan 14, 2026, 5:41:29 AM
Attachment C - Cost Proposal.xlsx	Jan 14, 2026, 5:41:31 AM
Attachment D - Technical Proposal Instructions and Evaluation Criteria.pdf	Jan 14, 2026, 5:41:32 AM
Attachment E - Enterprise Standard Terms and Conditions.pdf	Jan 14, 2026, 5:41:33 AM
Attachment F - PUR 1000 General Contract Conditions.pdf	Jan 14, 2026, 5:41:34 AM
Attachment G - PUR 7801 Vendor Certification Form.pdf	Jan 14, 2026, 5:41:36 AM
Attachment H - Draft Term Contract.pdf	Jan 14, 2026, 5:41:37 AM
Attachment I - Forms.pdf	Jan 14, 2026, 5:41:38 AM
Attachment J - PUR 1355 Foreign Country of Concern Attestation.pdf	Jan 14, 2026, 5:41:40 AM
Attachment K - No Offshoring.pdf	Jan 14, 2026, 5:41:41 AM
Attachment L - Certification of Drug Free Workplace.pdf	Jan 14, 2026, 5:41:42 AM
Attachment M - Technical Proposal Response.docx	Jan 14, 2026, 5:41:43 AM

For questions on a specific advertisement, contact the agency advertisement owner. Advertisements include the contact information for the agency advertisement. The agency advertisement owner is the point of contact for vendors with specific questions.

Commodity Codes

• NAICS 561422Telemarketing Bureaus and Other Contact Centers

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