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: Â 03/17/2026 11:00 PM
Commodity Codes
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Code
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Description
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43231501
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43231501: Helpdesk or call center software
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83111500
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83111500: Local and long distance telephone communications
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43232903
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43232903: Contact center software
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83121703
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83121703: Internet related services
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83111501
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83111501: Local telephone service
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83111502
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83111502: Long distance telephone services
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83111505
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83111505: Directory assistance services
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83111507
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83111507: Call centre bureau services
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83111508
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83111508: Toll free inbound telephone service
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83111510
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83111510: Interactive voice response service
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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.
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Description
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Date/Time
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Contact Center Services RFP.pdf
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Jan 14, 2026, 5:41:27 AM
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Attachment A - Scope of Work.pdf
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Jan 14, 2026, 5:41:28 AM
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Attachment B - Mandatory Responsiveness Requirements.pdf
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Jan 14, 2026, 5:41:29 AM
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Attachment C - Cost Proposal.xlsx
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Jan 14, 2026, 5:41:31 AM
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Attachment D - Technical Proposal Instructions and Evaluation Criteria.pdf
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Jan 14, 2026, 5:41:32 AM
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Attachment E - Enterprise Standard Terms and Conditions.pdf
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Jan 14, 2026, 5:41:33 AM
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Attachment F - PUR 1000 General Contract Conditions.pdf
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Jan 14, 2026, 5:41:34 AM
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Attachment G - PUR 7801 Vendor Certification Form.pdf
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Jan 14, 2026, 5:41:36 AM
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Attachment H - Draft Term Contract.pdf
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Jan 14, 2026, 5:41:37 AM
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Attachment I - Forms.pdf
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Jan 14, 2026, 5:41:38 AM
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Attachment J - PUR 1355 Foreign Country of Concern Attestation.pdf
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Jan 14, 2026, 5:41:40 AM
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Attachment K - No Offshoring.pdf
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Jan 14, 2026, 5:41:41 AM
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Attachment L - Certification of Drug Free Workplace.pdf
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Jan 14, 2026, 5:41:42 AM
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Attachment M - Technical Proposal Response.docx
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Jan 14, 2026, 5:41:43 AM
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