Nebraska Purchasing Bureau #126010 O3

Nebraska DHHS Solicits Vendor for Child Support Enforcement Call Center Operations

The Nebraska Department of Health and Human Services (DHHS) is seeking a qualified vendor to operate and manage the Nebraska Child Support Enforcement (CSE) Customer Service Call Center in Wausa, Nebraska. - Government Buyer: - Nebraska Department of Health and Human Services (DHHS), Child Support Enforcement - Procurement led by Bradley Murphy, Procurement Contract Officer - Services Requested: - Operation and management of a centralized customer service call center for Nebraska CSE - Staffing requirement: minimum of 14 full-time customer service representatives, including 2 dedicated to outreach calls - Multilingual support required - Handling approximately 35,000 calls per quarter - Services include inbound/outbound calls, case information, paternity establishment, support order enforcement, and outreach - Use of DHHS-provided systems is mandatory - Compliance with state and federal regulations, including secure data handling and reporting - Quarterly performance and compliance reports required - Unique/Notable Requirements: - Call center must be fully operational by the specified start date - Strict operational, security, and reporting standards - Vendor must provide training and ensure data security - The contract allows for the possibility of multiple vendors and is not exclusive - No specific OEMs or technology vendors are named in the solicitation

Description

The State of Nebraska, Department of Health and Human Services (DHHS) is soliciting proposals for a service contract to provide Nebraska Child Support Enforcement (CSE) Customer Service Call Center services. The contract term is four years with an option to renew for an additional four years upon mutual agreement. The solicitation allows for multiple vendors and includes provisions for contract extension or additional vendors if needed. The bid opening is scheduled for July 28, 2026, at 2:00 PM CST.

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