CDEC Universal Preschool Call Center

Background
The purpose of this solicitation is to create a contact center service which encompasses providers’ abilities to support family, provider, and Local Coordinating Organizations’ (LCOs) programmatic, technical, and process issue contacts for CDEC’s Universal Preschool program in state Fiscal Year 2025 (July 1, 2024 – June 30, 2025). Colorado Universal Preschool (CUP), established by Colorado HB22-1295, allows families to choose the right setting for their child for preschool in the year prior to kindergarten, whether it is in a licensed community-based, school-based or home-based preschool setting (i.e. mixed delivery model). Parents apply via an online application at upk.colorado.gov and can select up to five programs they are interested in being matched to. A matching algorithm is run to match children with selected providers. In most cases, the Providers review their matches, then families are able to accept or decline those matches. After a family has accepted a placement with the Provider, they complete the enrollment process directly with their Provider. Local Coordinating Organizations (LCOs) are the state partners in communities / geographic areas that connect families and providers and are available to support families and providers during the matching process.


Work Details
The contact center will be responsible for tracking and reporting the management and resolution of each ticket. The contact center may be able to resolve some tickets independently, and it may need to coordinate information among CDEC, LCOs, and / or families to resolve others. Given the general seasonality of enrollment, contacts vary by month and quarter, with periods of both extremely high and low contacts.

Period of Performance
The anticipated initial term of the resulting contracts will be from July 1, 2024 through June 30, 2025. The awarded Contract may be renewed for up to four additional one-year periods at the sole discretion of the State.

Place of Performance
Statewide - Colorado