My Florida Marketplace #FLHSMV-SS-009-27

FLHSMV Single-Source IVR System Replacement and Integration with Presidio Networked Solutions LLC

The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) is seeking to modernize and replace its existing CISCO Interactive Voice Response (IVR) system through a single-source contract with Presidio Networked Solutions LLC. - Government Buyer: - Florida Department of Highway Safety and Motor Vehicles (FLHSMV) - Information Systems Administration office - OEMs and Vendors: - CISCO (OEM of current IVR system) - Presidio Networked Solutions LLC (integration and maintenance vendor) - Products/Services Requested: - Replacement and modernization of CISCO IVR system - Integration with current call center operations - Ongoing maintenance and staff augmentation services - Support for nearly 1 million annual calls and critical self-service functions - Unique or Notable Requirements: - Presidio is highlighted as uniquely qualified due to over ten years of experience with FLHSMV's IVR environment - Seamless modernization and continuity of operations required - Compliance with Florida Statutes for payment and sanction clearance - Staff augmentation services to ensure customer service continuity through 2028 - Timely replacement needed as current system support ends in 2027 - Estimated contract value up to $3,500,000 - Contract term up to 3 years, with staff augmentation through 2028

Description

The Florida Department of Highway Safety and Motor Vehicles (HSMV) intends to enter into a single source purchase with Presidio Networked Solutions LLC for the replacement of its existing Interactive Voice Response (IVR) system. The procurement includes implementation of the new IVR system, integration, and ongoing maintenance to ensure continuity and improve customer satisfaction. The IVR system is critical for the Department's call center operations, supporting millions of driver licenses, identification cards, and motor vehicle titles and registrations annually. The existing IVR technology will reach end-of-support in June 2027, necessitating this replacement to avoid service interruptions and increased workload on live agents.

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