Oklahoma Supplier Systems #EV00000990

Oklahoma State-Based Health Insurance Exchange Contact Center Services

Oklahoma is seeking a provider to establish and run a centralized contact center for its State-Based Health Insurance Exchange. - Government buyer: Office of Management and Enterprise Services (OMES), Central Purchasing division, soliciting on behalf of the Oklahoma Insurance Department (OID) and the Oklahoma Health Insurance Marketplace. - OEMs and vendors: No specific OEMs, software manufacturers, or suppliers are named in the solicitation. - Requested service: Implement, configure, integrate, operate, maintain, and support the Marketplace contact center, including cloud contact-center technology (CCaaS), telephony and IVR, case and interaction management, workforce and quality management, knowledge management, reporting, analytics, and inbound mail and document processing. - Customer support: Provide frontline consumer and stakeholder assistance, account and application support, inquiry and case resolution, routing, and escalation. The contact center is not responsible for formal eligibility determinations, appeal adjudication, or health-plan recommendations. - Scale and coordination: Support year-round service and seasonal Open and Special Enrollment demand; coordinate with OID, the Exchange platform, Oklahoma Enrollment Partners, insurers, and other authorized participants. - Key requirements: Meet applicable security, privacy, accessibility, and regulatory standards; protect personally identifiable information; perform contact-center services within the United States; and provide qualified staff and operational capacity. Minimum bidder qualifications include relevant contact-center, health-insurance support, cloud technology, workforce operations, and regulated-environment experience. - Line items: One contact-center service line item for one year; no product models or part numbers are specified. Include at least 90 calendar days of no-cost warranty and stabilization support after approved production go-live. - Contract term: Initial term through the end of 2027, with up to four one-year renewal options.

Description

OMES Central Purchasing is soliciting proposals on behalf of the Oklahoma Insurance Department to implement and operate a Contact Center for Oklahoma’s State-Based Exchange. The scope includes the technology, workforce, operational services, implementation, integration, maintenance, and ongoing support needed to provide consumer and stakeholder assistance. Services include frontline assistance, account and application support, issue resolution, case and escalation management, and coordination with OID and other Exchange participants. The Contact Center is intended to support year-round operations and seasonal demand, including Open Enrollment and Special Enrollment periods.

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