Project Information

Bid Title

PBS North Carolina Call Center

Issuing Agency

State Government of North Carolina

Location

North Carolina

Published Date

Jun 4, 2026

Closing Date

Jun 25, 2026

Government Level

State & Local

Status

Closed

Ref. #

68-68-SOCC0626

Original Source

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Bid Documents

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Project Description

Solicitation Number:	68-68-SOCC0626
Project Title:	PBS North Carolina Call Center
Description:	Call agent staffing services
Opening Date:	6/25/2026 10:00 AM
Posted Date:	6/5/2026
Status:	Open
Department:	UNC - SYSTEM OFFICE

Solicitation Number * 68-68-SOCC0626	Department UNC - SYSTEM OFFICE	Status Reason Open
Opening Date 2026-06-25T10:00:00.0000000	Posted Date * 2026-06-04T20:45:38.0000000Z	Primary Commodity Code Local and long distance telephone communications
Mandatory Conference/Site Visit — —	Special Instructions —	Solicitation Type * Select RFP IFB RFI
Owner Robert Myers
Description Call agent staffing services

Attachment Preview

STATE OF NORTH CAROLINA

UNIVERSITY OF NORTH CAROLINA

PBS NC

Refer ALL inquiries regarding this RFP to:

Bob Myers

rbmyers@northcarolina.edu

68-SOCC0626 Questions

REQUEST FOR PROPOSAL NO.

Bid Opening Date: June 25, 2026

Issue Date: June 4, 2026

Commodity Code: 83111507

Purchasing Agency: University of North Carolina

Requisition No.:

OFFER

The Purchasing Agency solicits offers for Services and/or goods described in this solicitation. All offers and

responses received shall be treated as Offers to contract as defined in 9 NCAC 06A.0102(12).

EXECUTION

In compliance with this Request for Proposal (RFP), and subject to all the conditions herein, the undersigned

offers and agrees to furnish any or all Services or goods upon which prices are offered, at the price(s) offered

herein, within the time specified herein.

Failure to execute/sign offer prior to submittal shall render offer invalid. Late offers are not acceptable.

OFFEROR:

STREET ADDRESS:

P.O. BOX:

ZIP:

CITY, STATE & ZIP:

TELEPHONE NUMBER: TOLL FREE TEL. NO

NAME & TITLE OF PERSON SIGNING:

FAX NUMBER:

AUTHORIZED SIGNATURE:

DATE:

E-MAIL:

Offer valid for one hundred twenty (120) days from date of offer opening unless otherwise stated here: ____

days

ACCEPTANCE OF OFFER

If any or all parts of this offer are accepted, an authorized representative of the University of North Carolina shall

affix its signature hereto and any subsequent Request for Best and Final Offer, if issued. Acceptance shall create

a contract having an order of precedence as follows: Best and Final Offers, if any, Special terms and conditions

specific to this RFP, Specifications of the RFP, the Department of Information Technology Terms and Conditions,

and the agreed portion of the awarded Vendor’s Offer. A copy of this acceptance will be forwarded to the awarded

Vendor(s).

FOR PURCHASING AGENCY USE ONLY

Offer accepted and contract awarded this date,

, as indicated on attached certification,

by

(Authorized representative of the University of North Carolina).

Version May 4, 2026

Table of Contents

1.0 Anticipated Procurement Schedule ............................................................................................. 3

2.0 Purpose of RFP...........................................................................................................................3

2.1 Introduction ............................................................................................................................. 3

2.2 Agency Background................................................................................................................3

2.3 Summary of Problem Statement.............................................................................................3

2.4 Contract Term.........................................................................................................................4

2.5 Effective Date ......................................................................................................................... 4

2.6 Contract Type ......................................................................................................................... 4

3.0 RFP requirements and Specifications ......................................................................................... 4

3.1 General requirements and Specifications ............................................................................... 4

3.2 Security Specifications............................................................................................................5

3.3 Enterprise Specifications ........................................................................................................ 6

3.3.1 Architecture Diagrams ............................................................................................................ 6

3.3.2 Solution Roadmap .................................................................................................................. 6

3.3.3 Identity and Access Management........................................................................................... 7

3.3.4 Integration Approach .............................................................................................................. 7

3.3.5 Disaster Recovery and Busienss Continuity ........................................................................... 7

3.3.6 Data Migration ........................................................................................................................ 7

3.3.7 Application Management ........................................................................................................ 7

3.3.8 Accesibility..............................................................................................................................7

3.4 Business and Technical Requirements...................................................................................8

3.5 Business and Technical Specifications.................................................................................10

4.0 Cost of Vendor’s Offer...............................................................................................................11

4.1 Offer Costs ........................................................................................................................... 11

4.2 Payment Schedule................................................................................................................11

5.0 Evaluation ................................................................................................................................. 11

5.1 Source Selection................................................................................................................... 11

5.2 Evaluation Criteria ................................................................................................................ 11

5.3 Best and Final Offers (BAFO) ............................................................................................... 12

5.4 Possession and Review........................................................................................................12

6.0 Vendor Information and Instructions ......................................................................................... 12

6.1 General Conditions of Offer .................................................................................................. 12

6.2 General Instructions for Vendors .......................................................................................... 13

6.3 Instructions for Offer Submission..........................................................................................15

7.0 Other Requirements and Special Terms ................................................................................... 18

7.1 Vendor Utilization Of Workers Outside of U.S. ..................................................................... 18

7.2 Financial Statements ............................................................................................................ 18

7.3 Financial Resources Assessment, Quality Assurance, Performance and Reliability ............ 18

7.4 Vendor’s License or Support Agreements ............................................................................ 18

7.5 Resellers...............................................................................................................................19

7.6 Disclosure of Litigation..........................................................................................................19

7.7 Criminal Conviction...............................................................................................................19

Version May 4, 2026

7.8

7.9

7.10

7.11

7.12

7.13

7.14

7.15

Security and Background Checks.........................................................................................19

Assurances ........................................................................................................................... 19

Confidentiality of offers ......................................................................................................... 19

Project Management ............................................................................................................ 20

Meetings ............................................................................................................................... 20

Recycling and Source Reduction ......................................................................................... 20

Special Terms and Conditions..............................................................................................20

Agency Terms and Conditions ............................................................................................. 20

Attachment A: Definitions....................................................................................................................21

Attachment B: Department of Information Technology Terms and Conditions.................................... 23

Attachment C: Description of Offeror .................................................................................................. 39

Attachment D: Cost Form ................................................................................................................... 41

Attachment E: Vendor Certification Form............................................................................................42

Attachment F: Location of Workers Utilized by Vendor - Disclosure Statement..................................43

Attachment G: References..................................................................................................................45

Attachment H: Financial Review Form ................................................................................................ 46

Version May 4, 2026

1.0 ANTICIPATED PROCUREMENT SCHEDULE

The Agency Procurement Agent will make every effort to adhere to the following schedule:

Action

RFP Issued

Written Questions Deadline

Agency’s Response to Written Questions/

RFP Addendum Issued

Offer Opening Deadline

Contract Award

Protest Deadline

Responsibility

Agency

Potential Vendors

Agency

Vendor(s)

Agency

Responding Vendors

Date

6/4/2026

6/12/2026 at

noon EDT

6/17/2026

6/25/2026 at

10:00 a.m. EDT

TBD

15 days after

award

2.0 PURPOSE OF RFP

2.1 INTRODUCTION

The purpose of this RFP is to solicit Offers for call agent staffing services. PBS North Carolina is requesting

proposals for an external call center agency to provide call agent staffing for the organization Monday-Friday,

9:00am-5:00pm ET. The call center agency will be responsible for answering and fielding all phone calls as

well as responding to voicemails to PBS North Carolina from its nearly 105,000 members and many more

viewers that watch its free public broadcasting. The donations from the members of PBS North Carolina

constitute the majority of the organization’s annual budget, necessitating the need for the highest level of

customer service for these donors.

2.2 AGENCY BACKGROUND

PBS NC is North Carolina's only statewide public media network PBS NC’s 12 stations provide all 100

counties with four full time, unique broadcast program channels. PBS NC’s strategic priorities focus on

service and engagement within our communities and developing an operating plan that promotes long-term

sustainability.

2.3 SUMMARY OF PROBLEM STATEMENT

Call agents should be able to answer phone calls, log account changes with the PBS North Carolina CRM,

take new donations, cancel donations, and provide answers to questions pertaining to either the mission or

programming of PBS North Carolina or its streaming app, Passport. Call agents must be able to work out of

Blackbaud’s Raisers Edge NXT, Blackbaud’s Luminate Online, and MVault, a PBS system used to manage

Passport access.

External call center must maintain sufficient data-security measures for all call agents (in-person and/or

remote) and must annually provide a current PCI DSS Attestation of Compliance for Service Providers, under

PCI DSS v4.0(x) or the then-current version, covering the services proposed for PBS NC, including applicable

telephony, call recording, CRM/ticketing, payment-processing, remote-agent, and subcontractor

environments.

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May 4, 2026

Additionally, if able, PBS North Carolina would like to know availability to provide 24-hour call agent staffing

for a pledge line with the sole purpose of taking new donations, documenting requested premium gifts, and

taking request notes to provide for the 9:00am-5:00pm call team for data entry.

Reporting on calls answered, calls missed, response rate per agent, tickets resolved, and other relevant metrics

must be provided on a weekly basis, presented by daily results. Recordings of call agents, masking all PII,

must be provided upon request to ensure quality control. The external call center must not store payment-card

data, CVV/CVC, sensitive authentication data, or payment information in recordings, transcripts, voicemails,

tickets, notes, or quality-assurance tools. The external call center shall not record any portion of conversations

whereby PII or payment-card data is shared by PBS donors.

2.4 CONTRACT TERM

A contract awarded pursuant to this RFP shall have an effective date as provided in the Notice of Award.

The term shall be one (1) year, and will expire upon the anniversary date of the effective date unless

otherwise stated in the Notice of Award, or unless terminated earlier. The State retains the option to extend

the Agreement for two (2) two-year periods at its sole discretion.

2.5 EFFECTIVE DATE

This solicitation, including any Exhibits, or any resulting contract or amendment shall not become effective

nor bind the State until the appropriate State purchasing authority/official or Agency official has signed the

document(s), contract or amendment; the effective award date has been completed on the document(s), by

the State purchasing official, and that date has arrived or passed. The State shall not be responsible for

reimbursing the Vendor for goods provided nor Services rendered prior to the appropriate signatures and the

arrival of the effective date of the Agreement. No contract shall be binding on the State until an encumbrance

of funds has been made for payment of the sums due under the Agreement.

2.6 CONTRACT TYPE

Definite Quantity Contract - This request is for a close-ended contract between the awarded Vendor and the

State to furnish a pre-determined quantity of a good or service during a specified period of time.

The State reserves the right to make partial, progressive or multiple awards where it is advantageous to

award separately by items; where more than one supplier is needed to provide the contemplated

specifications as to quantity, quality, delivery, service, geographical areas; or where other factors are

deemed to be necessary or proper to the purchase in question.

3.0 RFP REQUIREMENTS AND SPECIFICATIONS

3.1 GENERAL REQUIREMENTS AND SPECIFICATIONS

3.1.1 REQUIREMENTS

Requirement means, as used herein, a function, feature, or performance that the System must

provide. If the offer can not meet the requirements, they will not be evaluated.

3.1.2 SPECIFICATIONS

Specification means, as used herein, a detailed description that documents the function and

performance of a system or system component.

The apparent silence of the specifications as to any detail, or the apparent omission of detailed

description concerning any point, shall be regarded as meaning that only the best commercial practice

is to prevail and that only processes, configurations, materials and workmanship of the first quality

may be used. Upon any notice of noncompliance provided by the State, Vendor shall supply proof of

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May 4, 2026

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