Project Information

Bid Title

Customer Care Call Center Service Partner

Issuing Agency

Cleveland Metropolitan School District

Location

Ohio

Published Date

Apr 28, 2026

Closing Date

May 15, 2026

Government Level

State & Local

Status

Closed

Ref. #

RFP-21439

Original Source

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Bid Documents

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Project Description

Project ID: RFP-21439

Title: Customer Care Call Center Service Partner

Addenda: 1

Release Date: 4/8/2026

Due Date: 5/15/2026

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Customer Care Call Center Service Partner

Last updated by Addendum #1 on Apr 28, 2026 11:30 PM See what changed

Request For Proposal

Equity and Culture

91520

Project ID: RFP-21439

Release Date: Wednesday, April 8, 2026

· Due Date: Friday, May 15, 2026 2:00pm

Posted Wednesday, April 8, 2026 12:00am

All dates & times in Eastern Time

Draft Response No Bid16 days, 16 hours, 33 minutes

Post Information

Posted At:Wed, Apr 8, 2026 12:00 AM
Sealed Bid Process:Yes (Bids Sealed / Pricing Sealed)
Private Bid:No

Overview

Summary

CMSD is committed to delivering an exceptional educational experience for our students and families, and high‑quality customer service is central to that mission. Our COMMUNICATE with H.E.A.R.T.™ model sets the standard for how we engage with all stakeholders, ensuring every interaction is consistent, respectful, and aligned with our district values. This project supports our strategic priority of building an informed and engaged community by strengthening communication systems and enhancing the overall customer experience.

The Customer Experience Department, within the Excellence and Culture Division, leads this work by championing the interactions that shape district culture and support essential service functions. Our goal is to exceed expectations for every caller and visitor who interacts with any CMSD school or office—every day, every time. The Customer Care Call Center plays a critical role in this effort, serving as a centralized hub that partners with schools and departments to improve responsiveness, strengthen community engagement, and ensure stakeholders feel informed, respected, and supported.

Through this project, CMSD seeks a call center partner that can help elevate our customer service delivery, reinforce our Communicate with H.E.A.R.T.™ model, and support our commitment to providing a seamless, high‑quality experience for all who contact the district.

Background

The Cleveland Metropolitan School District (CMSD) is one of Ohio’s largest urban school systems, serving approximately 34,000 students across 63 instructional sites beginning in the 2026–2027 school year. With roughly 6,000 teachers and administrative staff, more than 30,000 personal computers, 4,000 mobile devices, over 100 software applications, and over 1,000 distinct phone number extensions, the district operates in a complex environment where timely, accurate, and high‑quality communication is essential.

CMSD is seeking comprehensive and competitive proposals for Customer Care Call Center services. The Customer Care Call Center operates Monday through Friday, 7:00 a.m. to 5:00 p.m. (excluding district holidays and calamity days), aligning with school and administrative hours. As the primary point of contact for families, staff, and community members, the Call Center plays a critical role in ensuring stakeholders receive consistent, reliable, and respectful support.

A key driver for this project is the district’s need for a partner who under the Customer Experience department can collaborate closely with internal departments that require additional capacity, specialized call handling, or outbound communication support. CMSD experiences predictable peak periods—such as enrollment and registration windows, transportation updates, technology deployments, and districtwide initiatives—as well as unexpected surges tied to urgent communications or special projects. During these times, departments often need supplemental call center resources to maintain service levels and ensure stakeholders remain informed and supported.

The ideal vendor will serve as an extension of CMSD’s internal teams, offering flexible staffing, overflow support, and the ability to scale quickly without compromising quality. A partner who can seamlessly integrate with district processes, uphold our Communicate with H.E.A.R.T.™ customer service model, and provide both inbound and outbound communication support will significantly enhance CMSD’s ability to meet stakeholder needs. Exceptional performance will be defined by strong collaboration, consistent service delivery, and the capacity to help the district communicate effectively during high‑volume periods and special initiatives.

Timeline

RFP Posted:

April 8, 2026

All final questions from service providers to the District:

April 17, 2026, 2:00pm

Answers to service providers from the District and all addenda issued (if necessary):

April 30, 2026, 2:00pm

RFP Responses Due:

May 15, 2026, 2:00pm

Service Provider(s) selection:

May 29, 2026

Contract Negotiation :

June 9, 2026

Contract Start:

July 1, 2026

Commodity Codes

• NAICS 541611Administrative Management and General Management Consulting Services

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