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Ohio Unemployment Insurance Call Center Operations Review Services

ID: SRC0000018956 • State: Ohio
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Description

Amendment 1 -Please review all documents The Ohio Department of Job and Family Services (ODJFS) releases this Request for Proposals (RFP) for the purpose of procuring the services of a qualified vendor to rapidly perform a comprehensive review of the overall operations of ODJFS' unemployment insurance call center. ODJFS is seeking one (1) qualified vendor experienced in performing comprehensive reviews, evaluations, and recommendations to meet the Objectives of the Project as listed within the RFP.
Background
The Ohio Department of Job and Family Services (ODJFS) releases this Request for Proposals (RFP) for the purpose of procuring the services of a qualified vendor to rapidly perform a comprehensive review of the overall operations of ODJFS’ unemployment insurance call center. ODJFS is seeking one (1) qualified vendor experienced in performing comprehensive reviews, evaluations, and recommendations to meet the Objectives of the Project as listed below.

The OUIO administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. Unemployment insurance reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker.

Work Details
The selected vendor will review, evaluate, and document current operations, performance reporting, management strategies, training, call center infrastructure being provided by third-party vendors, fraud prevention, customer experiences, and employee experiences. They will report on what is currently working well and why; identify potential opportunities for improvements; make prioritized recommendations to ODJFS for call center improvements based on findings, opportunities, and call center industry and government best practices, benchmarks, and innovations.

The vendor will also conduct a rapid and comprehensive review of various areas of the OUIO call center to identify what is working well, opportunities for improvement, and prioritized recommendations to ODJFS for call center improvements based on findings.

Period of Performance
The contract period is expected to run from approximately August 1, 2024, through completion but no later than November 30, 2025.

Overview

Opportunity ID
SRC0000018956
Version
1
Response Deadline
June 6, 2024 Past Due
Date Posted
April 30, 2024
Agency Distribution
High
Source
On 4/30/24 JFS-Job and Family Services in Ohio issued Ohio Unemployment Insurance Call Center Operations Review Services with ID SRC0000018956 due 6/5/24.

Contacts

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Documents

Posted documents for Ohio Unemployment Insurance Call Center Operations Review Services

Additional Details

Set Aside
MBE Set Aside
Lot #
1
Round #
2
Inquiry End Date
5/24/2024

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