Contact Center Services RFP

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. *** Addendum No. 1: Timeline of Events Revision has been posted. (02/04/2026) *** *** Addendum No. 2: Timeline of Events Revision has been posted. (03/03/2026) *** *** Questions and Answers, Addendum No. 3 has been posted. (03/31/2026) ***