EMPLOYEES RETIREMENT SYSTEM OF TEXAS
REQUEST FOR PROPOSALS FOR CALL CENTER SERVICES
SOLICITATION NO. 23-13354-001
NIGP CODE: 915-20
ADDENDUM #3
(November 1, 2024)
The Employees Retirement System of Texas (ERS) has issued an amendedRequest for Proposals (RFP) seeking a qualified firm (Respondent) to provide callcenter services. ERS requires a customer service team dedicated to its callcenter operations to respond to and resolve members' customer service andbenefits-related needs, within a contracted timeframe. Respondent shall providethe level of services required in the RFP and meet other requirements that arein the best interests of ERS, its members, and the state of Texas (State).Respondent shall be required to execute a contract (Contract) provided by, andsatisfactory to, ERS for a period that begins upon execution of the Contract byERS and extends for a period of six (6) years, subject to the terms of theContract. It is anticipated the Contract will be executed in July 2025.
TheRFP was first amended on September 17, 2024. The RFP, Scope of Services, andContractual Agreement were amended on September 19, 2024. The RFP, Scope ofServices, Respondent Questionnaire, and Information Systems Questionnaire wasamended on November 1, 2024.
Prospective Respondents must first create a profile in Bonfire (ERS' e-procurement portal located at erstexas.bonfirehub.com), whichoperates best on the latest versions of Microsoft Edge, Google Chrome, andMozilla Firefox. Browser cookies must be enabled when accessing Bonfire. Notethat Respondent's primary contact must create a Bonfire profile (with theactual contact person's email address) and download the amended RFP documentsin order to send and receive messages via Bonfire.
The Confidentiality and Nondisclosure Agreement (Appendix F) mustbe properly executed and submitted to ERS in order to receive Appendices P Y.
Questions will be accepted via Bonfire until October 1, 2024 at 4:00 p.m. Central Time(CT). Answers to questions will be posted to Bonfire and ESBD on November19, 2024.
To be eligible for consideration, Respondent is required to submit itsProposal in accordance with the instructions set forth in the amended RFP.Respondents must meet the Minimum Requirements set forth in Section B of theRespondent Questionnaire (Appendix I).All Proposal materials shall be received by ERS via Bonfire no later than December 5, 2024 at 10:00 a.m. CT.
ERS reserves the right to rebid the RFP if deemed by ERS to be in thebest interests of ERS, its members, and/or the State. ERS also reserves theright to reject any Proposal submitted that does not fully comply with the RFP'sinstructions and criteria. ERS is under no legal requirement to execute aContract on the basis of this notice or upon issuance of the RFP and will notpay any costs incurred by any Respondent in connection with the preparation ofa Proposal. ERS also reserves the right to revise any provisions set forth inthe RFP at any time prior to execution of a Contract where ERS deems it to bein the best interests of ERS, its members, and/or the State.
Any general questions should be sent to ERS' point of contact, Chloe Conner, Procurement Specialist, viaBonfire or ivendorquestions@ers.texas.gov.ERS' mailing address is P.O. Box 13207, Austin, Texas 78711-3207.
Background
The Employees Retirement System of Texas (ERS) has issued an amended Request for Proposals (RFP) seeking a qualified firm to provide call center services. ERS requires a dedicated customer service team to respond to and resolve members’ customer service and benefits-related needs within a contracted timeframe. The goal is to ensure that the services provided are in the best interests of ERS, its members, and the state of Texas.
The contract is anticipated to be executed in July 2025 and will last for six years.
Work Details
Respondent shall provide call center services including a customer service team dedicated to ERS operations. The services must meet the requirements outlined in the RFP and be satisfactory to ERS. Respondents must also meet the Minimum Requirements set forth in Section B of the Respondent Questionnaire (Appendix I).
The RFP, Scope of Services, Respondent Questionnaire, and Information Systems Questionnaire have been amended multiple times, with the latest amendment on November 1, 2024.
Period of Performance
The contract will begin upon execution by ERS and will extend for a period of six years. It is anticipated that the contract will be executed in July 2025.
Place of Performance
The geographic location for performance is not explicitly stated; however, it is implied that services will be provided within Texas as it pertains to the Employees Retirement System.
