East Cleveland City School District Opengov #RFP-21439

Customer Care Call Center Service Partner for Cleveland Metropolitan School District

The Cleveland Metropolitan School District (CMSD) is seeking a Customer Care Call Center Service Partner to enhance communication and support for stakeholders. - Government Buyer: - Cleveland Metropolitan School District (CMSD), Equity and Culture Department - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Products/Services Requested: - Comprehensive call center operations to support CMSD's communication needs - Flexible and scalable staffing for overflow and peak periods - Alignment with the district's H.E.A.R.T.™ customer service model - Detailed transition and staffing plans required - Compliance with all federal, state, and local regulations - Unique or Notable Requirements: - Vendors must demonstrate experience and a clear approach to service delivery - Proposals evaluated on experience, approach, and compliance with SLAs - Service must be rapidly scalable to meet fluctuating demand

Description

Cleveland Metropolitan School District (CMSD) is seeking proposals for a Customer Care Call Center Service Partner to improve communication responsiveness and support during peak periods. The project aims to enhance stakeholder engagement through a flexible and scalable call center solution aligned with the district's H.E.A.R.T.™ customer service model. The contract will initially run from July 1, 2026, to June 30, 2029, with options for two additional one-year renewals. Vendors must demonstrate compliance with federal, state, and local regulations and provide detailed transition and staffing plans.

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