Introduction: The Department of State Health Services (DSHS) seeks qualified Respondents to provide call center services for the DSHS Vital Statistics Section. Services must be provided according to the requirements in this Request for Proposal(RFP).

Scope of Work: The Texas Department of State Health Services (DSHS) seeks qualified entities to provide call center services to the DSHS Vital Statistics Section (VSS). The call center services shall include, but not be limited to, hiring of call center staff, workforce management, and project oversight. The Contractor will be responsible for answering approximately 20,000 to 27,000 inbound calls per month to provide callers with general information and instructions related to requesting vital statistics certified records, processing times, applications,and any other related information. The Contractor will also be responsible for making approximately 650 outbound calls and emails to provide callers with Tier 2 assistance. The Contractor must ensure service levels, including but not limited to average wait time, average handle time, call hold times, abandon call rates, call volumes, speed to answer, service levels, and reporting, are in accordance with the requirements of this SOW.

ContractTerm: The initial term of any Contract resulting from this Solicitation will be three (3) years. DSHS, at its sole option, may extend any Contract awarded pursuant to this Solicitation for up to two (2) additional years.

Following the base term and any allowable renewals or extensions, DSHS may extend any resulting Contract for not more than one additional option period to address immediate operational or service delivery needs. If the resulting Contract does not include a defined option period, the extension is limited to one (1) year.