Project Information

Bid Title

After Hours Answering Services

Issuing Agency

State of Vermont

Location

Vermont

Published Date

Apr 2, 2026

Closing Date

Apr 27, 2026

Government Level

State & Local

Status

Closed

Original Source

Join to Access Full Details

Bid Inquiries

Join to Access Full Details

Bid Documents

Join to Access Full Details

Project Description

TITLE	QUESTIONS DUE	ANSWERS POSTED	DUE DATE	NO POSTING AFTER
After Hours Answering Services	04/13/2026 04:30PM		04/27/2026 04:30PM

Attachment Preview

Office of Purchasing and Contracting

Department of Buildings and General Services

133 State Street, 5th Floor | Montpelier VT 05633-8000

802-828-2211 phone |802-828-2222 fax

http://bgs.vermont.gov/purchasing

SEALED BID

Request For Proposal

AFTER HOURS ANSWERING SERVICES

ISSUE DATE

QUESTIONS DUE

RFP RESPONSES DUE BY

April 2, 2026

April 13, 2026 – 4:30 PM ET

April 27, 2026 – 4:30 PM ET

Please be advised that all notifications, releases, and addendums associated with this

RFP will be posted at:

http://www.bgs.state.vt.us/pca/bids/bids.php

The state will make no attempt to contact interested parties with updated information. It is the

responsibility of each bidder to periodically check the above webpage for any and all

notifications, releases and addendums associated with this RFP.

STATE CONTACT: Kyle Emerson

E-MAIL: sov.thepathforward@vermont.gov

USE SUBJECT : AFTER HOURS ANSWERING SERVICES

Revised: February 13, 2026

Page 1 of 39

OVERVIEW:

1. SCOPE AND BACKGROUND: Through this Request for Proposal (RFP) the Agency of Digital

Services (hereinafter the “State”) is seeking to establish contracts with one or more companies

that can provide after hours answering services.

2. CONTRACT PERIOD: Contracts arising from this RFP will be for a period of (3) three years

with an option to renew for up to (2) two additional twelve-month periods. The State anticipates

the start date for such contract(s) will be July 1, 2026.

3. SINGLE POINT OF CONTACT: All communications concerning this RFP are to be addressed

in writing to the State Contact listed on the front page of this RFP. Actual or attempted contact

with any other individual from the State concerning this RFP is strictly prohibited and may result

in disqualification.

4. BIDDERS’ CONFERENCE: A bidders’ conference will not be held remotely at the date and

time indicated on the front page of this RFP.

5. QUESTION AND ANSWER PERIOD: Any bidder requiring clarification of any section of this

RFP or wishing to comment on any requirement of the RFP must submit specific questions in

writing no later than the deadline for question indicated on the first page of this RFP. Questions

may be e-mailed to the point of contact on the front page of this RFP. Questions or comments

not raised in writing on or before the last day of the question period are thereafter waived. At

the close of the question period a copy of all questions or comments and the State's responses

will be posted on the State’s web site http://www.bgs.state.vt.us/pca/bids/bids.php . Every effort

will be made to post this information as soon as possible after the question period ends,

contingent on the number and complexity of the questions. All information provided by vendors

during this process will be public and bidders shall not provide confidential information, except

as described in 4.1 below.

6. CHANGES TO THIS RFP: Any modifications to this RFP will be made in writing by the State

through the issuance of an Addendum to this RFP and posted online at

http://www.bgs.state.vt.us/pca/bids/bids.php . Modifications from any other source are not to be

considered.

2. DETAILED REQUIREMENTS/DESIRED OUTCOMES:

1. Vendor shall receive phone calls and email notifications between the hours of 4:30 PM - 7:45 AM Eastern

Time (EST) Monday through Thursday and 4:30PM Friday to 7:45 AM Monday (EST). Answering services

shall be required on State holidays and during emergency State office closings such as widespread

flooding and snowstorms.

2. Respond to calls and email notifications by following the call tree scripts until an individual, who can

respond on behalf of the Agency of Digital Services (ADS), is reached.

3. The current call scripts are as follows:

2.3.1. Network

2.3.2.Application support/telecommunications (VoIP/ACD)

2.3.3.Vermont Health Connect Security Incident Reporting

4. Provide monthly statistical reports to show the number of notifications received, the number of calls

required to reach ADS personnel, and the average time required to reach the appropriate ADS resource.

5. For Support of VTHR (Self Service):

2.5.1.Receive phone calls and assist State employees with their Vermont Human Resources (VTHR)

Employee Self Service accounts such as:

2.5.1.1. Changing a password for a State employee

2.5.1.2. Unlocking an account for a State employee

2.5.2.. Vendor shall provide this service 24 hours per day, 7 days per week.

Revised: February 13, 2026

Page 2 of 39

2.5.3.Provide monthly statistical reports to show the number of calls answered, total number of minutes and

the average amount of time for each call.

2.5.4.Other work that may arise in conjunction with supporting State employees and the use of VTHR.

2.6. Vendor shall provide a single point of contact for this contract and provide their name and telephone

number.

2.7. Adhere to the State’s requirements as outlined in Attachment F -Standard Operating Procedures at the

end of the Request for Proposal (RFP).

3. GENERAL REQUIREMENTS:

1. PRICING: Bidders must price the terms of this solicitation at their best pricing. Any and all costs

that Bidder wishes the State to consider must be submitted for consideration. If applicable, all

equipment pricing is to include F.O.B. delivery to the ordering facility. No request for extra

delivery cost will be honored. All equipment shall be delivered assembled, serviced, and ready

for immediate use, unless otherwise requested by the State.

3.1.1. Prices and/or rates shall remain firm for the initial term of the contract. The pricing policy

submitted by Bidder must (i) be clearly structured, accountable, and auditable and (ii) cover the

full spectrum of materials and/or services required.

3.1.2. Cooperative Agreements. Bidders that have been awarded similar contracts through a

competitive bidding process with another state and/or cooperative are welcome to submit

the pricing in response to this solicitation.

2. STATEMENT OF RIGHTS: The State shall have the authority to evaluate Responses and select

the Bidder(s) as may be determined to be in the best interest of the State and consistent with the

goals and performance requirements outlined in this RFP. The State of Vermont reserves the

right to obtain clarification or additional information necessary to properly evaluate a proposal.

Failure of bidder to respond to a request for additional information or clarification could result in

rejection of that bidder's proposal. To secure a project that is deemed to be in the best interest of

the State, the State reserves the right to accept or reject any and all bids, in whole or in part, with

or without cause, and to waive technicalities in submissions. The State also reserves the right to

make purchases outside of the awarded contracts where it is deemed in the best interest of the

State.

3.2.1. Best and Final Offer (BAFO). At any time after submission of Responses and prior to the

final selection of Bidder(s) for Contract negotiation or execution, the State may invite

Bidder(s) to provide a BAFO. The state reserves the right to request BAFOs from only those

Bidders that meet the minimum qualification requirements and/or have not been eliminated

from consideration during the evaluation process.

3.2.2. Presentation. An in-person or webinar presentation by the Bidder may be required by the

State if it will help the State’s evaluation process. The State will factor information presented

during presentations into the evaluation. Bidders will be responsible for all costs associated

with providing the presentation.

3. CONFLICTS OF INTEREST:

3.3.1. Organizational Conflict of Interest (OCOI): An OCOI arises when a bidder as a

business entity has interests (for example, customers, partners, contracts) that could

undermine, or reasonably be perceived to undermine, its faithful and unbiased performance

of a contract with the State that may result from this solicitation.

3.3.2. Personal Conflict of Interest (PCOI): A PCOI arises when an interest held by an

individual, agent or employee of a bidder could undermine, or reasonably be perceived to

Revised: February 13, 2026

Page 3 of 39

undermine, its faithful and unbiased performance of a contract with the State that may result

from this solicitation.

3.3.3. Requirements: The State does not seek to contract with any individual or business entity

having a conflict of interest which cannot be mitigated to the State’s satisfaction. To ensure

the State’s awareness of actual, potential, or reasonably perceived PCOIs and OCOIs,

bidders shall:

a) Prior to submitting a proposal, conduct an internal review of its current affiliations and

activities and identify actual, potential, or reasonably perceived PCOIs or OCOIs relative

to a contract with the State that may result from this solicitation.

b) Disclose in your proposal any actual or potential PCOI or OCOI or the existence of any

facts that may cause a reasonably prudent person to perceive a PCOI or OCOI with

respect to a contract with the State that may result from this solicitation. Disclose, also,

any actions proposed to mitigate the PCOI or OCOI.

3.3.4. The State shall have sole discretion to determine whether a PCOI or OCOI can be

mitigated to the State’s satisfaction and may discuss the conflict with the bidder if and to the

extent the State deems discussion necessary to its determination. The State reserves the

right to (a) reject from further consideration any proposal having a PCOI or OCIO that cannot

be mitigated to the State’s full satisfaction and (b) terminate a contract upon discovery that a

contractor failed to disclose facts pertaining to a PCOI or OCOI in its proposal, or otherwise

misrepresented relevant information to the State.

4. WORKER CLASSIFICATION COMPLIANCE REQUIREMENTS: In accordance with Section 32

of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54), Bidders must comply with

the following provisions and requirements.

3.4.1. Self Reporting: For bid amounts exceeding $250,000.00, Bidder shall complete the

appropriate section in the attached Certificate of Compliance for purposes of self-reporting

information relating to past violations, convictions, suspensions, and any other information

related to past performance relative to coding and classification of workers. The State is

requiring information on any violations that occurred in the previous 12 months.

3.4.2. Subcontractor Reporting: For bid amounts exceeding $250,000.00, Bidders are hereby

notified that upon award of contract, and prior to contract execution, the State shall be

provided with a list of all proposed subcontractors and subcontractors’ subcontractors,

together with the identity of those subcontractors’ workers compensation insurance

providers, and additional required or requested information, as applicable, in accordance

with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54). This

requirement does not apply to subcontractors providing supplies only and no labor to the

overall contract or project. This list MUST be updated and provided to the State as additional

subcontractors are hired. A sample form is available online at

http://bgs.vermont.gov/purchasing-contracting/forms. The subcontractor reporting form is

not required to be submitted with the bid response.

5. EXECUTIVE ORDER 05-16: CLIMATE CHANGE CONSIDERATIONS IN STATE

PROCUREMENTS:

For bid amounts exceeding $25,000.00 Bidders are requested to complete the Climate Change

Considerations in State Procurements Certification, which is included in the Certificate of

Compliance for this RFP.

After consideration of all relevant factors, a bidder that demonstrates business practices that

promote clean energy and address climate change as identified in the Certification, shall be

given favorable consideration in the competitive bidding process. Such favorable consideration

Revised: February 13, 2026

Page 4 of 39

shall be consistent with and not supersede any preference given to resident bidders of the State

and/or products raised or manufactured in the State, as explained in the Method of Award

section. But, such favorable consideration shall not be employed if prohibited by law or other

relevant authority or agreement.

6. METHOD OF AWARD: Awards will be made in the best interest of the State. The State may

award one or more contracts and reserves the right to make additional awards to other compliant

bidders at any time if such award is deemed to be in the best interest of the State. All other

considerations being equal, preference will be given first to resident bidders of the state and/or to

products raised or manufactured in the state, and then to bidders who have practices that

promote clean energy and address climate change, as identified in the applicable Certificate of

Compliance.

3.6.1. Evaluation Criteria: Consideration shall be given to the Bidder’s project approach and

methodology, qualifications and experience, ability to provide the services within the defined

timeline, cost, and/or success in completing similar projects, as applicable.

7. CONTRACT NEGOTIATION: Upon completion of the evaluation process, the State may select

one or more bidders with which to negotiate a contract, based on the evaluation findings and

other criteria deemed relevant for ensuring that the decision made is in the best interest of the

State. In the event State is not successful in negotiating a contract with a selected bidder, the

State reserves the option of negotiating with another bidder, or to end the proposal process

entirely.

8. COST OF PREPARATION: Bidder shall be solely responsible for all expenses incurred in the

preparation of a response to this RFP and shall be responsible for all expenses associated with

any presentations or demonstrations associated with this request and/or any proposals made.

9. CONTRACT TERMS: The selected bidder(s) will be expected to sign a contract with the State,

including the Standard Contract Form and Attachment C as attached to this RFP for reference. If

IT Attachment D is included in this RFP, terms may be modified based upon the solution

proposed by the Bidder, subject to approval by the Agency of Digital Services.

3.9.1. Business Registration. To be awarded a contract by the State of Vermont a bidder

(except an individual doing business in his/her own name) must be registered with the

Vermont Secretary of State’s office https://sos.vermont.gov/corporations/registration/ and

must obtain a Contractor’s Business Account Number issued by the Vermont Department of

Taxes http://tax.vermont.gov/ .

3.9.2. The contract will obligate the bidder to provide the services and/or products identified in its

bid, at the prices listed.

3.9.3. Payment Terms. Percentage discounts may be offered for prompt payments of invoices;

however, such discounts must be in effect for a period of 30 days or more in order to be

considered in making awards.

3.9.4. Retainage. In the discretion of the State, a contract resulting from this RFP may provide

that the State withhold a percentage of the total amount payable for some or all deliverables,

such retainage to be payable upon satisfactory completion and State acceptance in

accordance with the terms and conditions of the contract.

3.9.5. Quality. If applicable, all products provided under a contract with the State will be new

and unused, unless otherwise stated. Factory seconds or remanufactured products will not

be accepted unless specifically requested by the purchasing agency. All products provided

by the contractor must meet all federal, state, and local standards for quality and safety

requirements. Products not meeting these standards will be deemed unacceptable and

returned to the contractor for credit at no charge to the State.

Revised: February 13, 2026

Page 5 of 39

Commodity Codes

• NAICS 561421Telephone Answering Services

* Disclaimer: Government BidHub provides information on bids, RFPs (Requests for Proposals), and RFQs (Requests for Qualifications) solely for convenience and informational purposes. This site is not an official public notice board. For official details, responses, or inquiries, please contact the relevant government agency directly.