UI CALL CENTER SERVICES 43-1389-26
| Bidders ID: | NBD12271930725428681 |
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| Due Date: | Aug 26, 2026 |
| Posted Date: | Jun 17, 2026 |
| Level of Government: | State & Local |
| State: | North Carolina |
| Agency: | State Government of North Carolina |
| Category: |
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| Solicitation Number: | Doc2187036699 |
| Source: | Members Only |
| Solicitation Number: | Doc2187036699 |
| Project Title: | UI CALL CENTER SERVICES 43-1389-26 |
| Description: | RFP 43-1389-26 UI CALL CENTER SERVICES |
| Opening Date: | 8/26/2026 2:00 PM |
| Posted Date: | 6/17/2026 |
| Status: | Open |
| Department: | DEPARTMENT OF COMMERCE |
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Solicitation Number
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Doc2187036699
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Department
DEPARTMENT OF COMMERCE
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Status Reason
Open
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Opening Date
2026-08-26T14:00:00.0000000
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Posted Date
*
2026-06-16T20:37:39.0000000Z
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Primary Commodity Code
Telecommunication Services
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Mandatory Conference/Site Visit
—
—
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Special Instructions
—
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Solicitation Type
*
Select RFP IFB RFI
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Owner
Casey Jones
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Description
RFP 43-1389-26 UI CALL CENTER SERVICES
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Attachment Preview
STATE OF NORTH CAROLINA
Department of Commerce
Division of Employment Security
Refer ALL inquiries regarding this RFP to:
Name : Casey C.Jones
Email : casey.c.jones@commerce.nc.gov
REQUEST FOR PROPOSAL NO. 43-1389-26
Contract Name: DES UI Call Center Services
Bid Opening Date: August 26, 2026
Issue Date: June 16, 2026
Commodity Code: 811617
Purchasing Agency: Division of Employment Security
Requisition No.: 12997289
OFFER
The Purchasing Agency solicits offers for Services and/or goods described in this solicitation. All offers and
responses received shall be treated as Offers to contract as defined in 9 NCAC 06A.0102(12).
EXECUTION
In compliance with this Request for Proposal (RFP), and subject to all the conditions herein, the undersigned
offers and agrees to furnish any or all Services or goods upon which prices are offered, at the price(s) offered
herein, within the time specified herein.
Failure to execute/sign offer prior to submittal shall render offer invalid. Late offers are not acceptable.
OFFEROR:
STREET ADDRESS:
P.O. BOX:
ZIP:
CITY, STATE & ZIP:
TELEPHONE NUMBER: TOLL FREE TEL. NO
NAME & TITLE OF PERSON SIGNING:
FAX NUMBER:
AUTHORIZED SIGNATURE:
DATE:
E-MAIL:
Offer valid for one hundred twenty (120) days from date of offer opening unless otherwise stated here: ____
days
ACCEPTANCE OF OFFER
If any or all parts of this offer are accepted, an authorized representative of DOC shall affix its signature hereto and
any subsequent Request for Best and Final Offer, if issued. Acceptance shall create a contract having an order of
precedence as follows: Best and Final Offers, if any, Special terms and conditions specific to this RFP,
Specifications of the RFP, the Department of Information Technology Terms and Conditions, and the agreed portion
of the awarded Vendor’s Offer. A copy of this acceptance will be forwarded to the awarded Vendor(s).
FOR PURCHASING AGENCY USE ONLY
Offer accepted and contract awarded this date
, as indicated on attached certification,
by
(Authorized representative of DOC ).
DOC DES UI Call Center Services – RFP 43-1389-26
Page 0 of 61
October 9, 2025
Table of Contents
1.0 ANTICIPATED Procurement Schedule .................................................................................... 3
2.0 Purpose of RFP ......................................................................................................................... 3
2.1 Introduction ............................................................................................................................. 3
2.2 Agency Background................................................................................................................3
2.3 SUMMARY OF PROBLEM Statement....................................................................................3
2.4 Contract Term.........................................................................................................................4
2.5 Innovation ............................................................................................................................... 4
2.6 Effective Date ......................................................................................................................... 4
2.7 Contract Type ......................................................................................................................... 5
3.0 RFP requirements and Specifications.....................................................................................5
3.1 General requirements and Specifications ............................................................................... 5
3.2 Security Specifications............................................................................................................6
3.3 Enterprise Specifications ........................................................................................................ 7
3.3.1 Architecture Diagrams ............................................................................................................ 7
3.3.2 Identity And Access Management .......................................................................................... 8
3.3.3 Solution Roadmap .................................................................................................................. 8
3.3.4 Integration Approach .............................................................................................................. 8
3.3.5 Disaster Recovery And Business Continuity .......................................................................... 8
3.3.6 Data Migration ........................................................................................................................ 8
3.3.7 Application Management ........................................................................................................ 8
3.3.8 Accessibility ............................................................................................................................ 9
3.4 Requirements and specifications ............................................................................................ 9
4.0 Cost of Vendor’s Offer ............................................................................................................ 12
4.1 Offer Costs ........................................................................................................................... 12
4.2 Payment Schedule................................................................................................................12
5.0 Evaluation ................................................................................................................................ 13
5.1 Source Selection................................................................................................................... 13
5.2 Evaluation Criteria ................................................................................................................ 13
5.3 Best and Final Offers (BAFO) ............................................................................................... 14
5.4 Possession And Review ....................................................................................................... 14
6.0 Vendor Information and Instructions .................................................................................... 14
6.1 General Conditions of Offer .................................................................................................. 14
6.2 General Instructions for Vendor ............................................................................................ 16
6.3 Instructions for Offer Submission..........................................................................................18
7.0 Other Requirements and Special Terms ............................................................................... 21
7.1 Vendor Utilization Of Workers Outside of U.S. ..................................................................... 21
7.2 Financial Statements ............................................................................................................ 21
7.3 Financial Resources Assessment, Quality Assurance, Performance and Reliability ............ 21
7.4 Vendor’s License or Support Agreements ............................................................................ 21
DOC DES UI Call Center Services – RFP 43-1389-26
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October 9, 2025
7.5 Resellers - reserved..............................................................................................................22
7.6 Disclosure Of Litigation - Reserved ...................................................................................... 22
7.7 Criminal Conviction - Reserved ............................................................................................ 22
7.8 Security and Background Checks.........................................................................................22
7.9 Assurances ........................................................................................................................... 22
7.10 Confidentiality of offers ............................................................................................................ 22
7.11 Project Management ............................................................................................................... 23
7.12 Meetings .................................................................................................................................. 23
7.13 Recycling and Source Reduction ............................................................................................ 23
7.14 Special Terms and Conditions-RESERVED ............................................................................ 23
7.15 AGENCY Terms and Conditions-RESERVED ........................................................................ 23
Attachment A: Definitions ................................................................................................................ 24
Attachment B: Department of Information Technology Terms and Conditions .......................... 26
Attachment C: Description of Offeror ............................................................................................. 47
Attachment D: Cost Form – reserved. all costs are to be completed in the excel sheet
referenced earlier in the RFP. .......................................................................................................... 49
Attachment E: Vendor Certification Form.......................................................................................50
Attachment F: Location of Workers Utilized by Vendor - Disclosure Statement ........................ 51
Attachment G: References ............................................................................................................... 53
Attachment H: Financial Review Form............................................................................................54
Attachment J: Firm’s Tax Identification Information ..................................................................... 56
Attachment K: Confidentiality Agreement ............................................ Error! Bookmark not defined.
Attachment L: Requirements and functional Specifications ........................................................ 57
DOC DES UI Call Center Services – RFP 43-1389-26
Page 2 of 61
October 9, 2025
1.0 ANTICIPATED PROCUREMENT SCHEDULE
The Agency Procurement Agent will make every effort to adhere to the following schedule:
Action
RFP Issued
Written Questions Deadline
Agency’s Response to Written Questions/
RFP Addendum Issued
Offer Opening Deadline
Offer Evaluation
Vendor Demonstrations (Optional)
Selection of Finalists
Negotiations with Finalists
Best and Final Offers Deadline from Finalists
Contract Award
Protest Deadline
Responsibility
Agency
Potential Vendors
Agency
Vendor(s)
Agency
Selected Vendors
Agency
Agency designees and
selected Vendor(s)
Selected Vendors
Agency
Responding Vendors
Date
06/16/2026
07/01/2026 by
2:00 p.m. ET
07/22/2026 by
5:00 p.m.ET
08/26/2026 by
2:00 p.m. ET
10/29/2026
11/13/2026
12/07/2026
01/04/2027
01/19/2027
02/16/2027
15 days after
award
2.0 PURPOSE OF RFP
2.1 INTRODUCTION
The purpose of this RFP is to solicit Offers for Unemployment Insurance Call Center services for the North
Carolina Department of Commerce, Division of Employment Security. Services will be provided in
accordance to the terms and conditions of this RFP
2.2 AGENCY BACKGROUND
The Division of Employment Security (DES)is responsible for the administration of the Unemployment
Insurance (UI) program in the State of North Carolina. This program is a federal-state partnership and is
funded by federal and state unemployment taxes employers pay on employee wages. Benefits are paid to
eligible workers who lose their job through no fault of their own and are able, available and actively seeking
work.
2.3 SUMMARY OF PROBLEM STATEMENT
DES is seeking to procure a modern, flexible Contact Center solution to support the delivery of
Unemployment Insurance (UI) services statewide. Through this RFP, DES aims to partner with a vendor that
can provide a responsive, claimant‑focused solution that aligns with the agency’s future operational and
technology needs.
DES is seeking a solution that:
Enhances the overall claimant experience through accessible, efficient customer support.
Page 3 of 61
DES UI Call Center Services-DOC RFP 43-1389-26
October 9 2025
Provides the ability to scale rapidly in response to fluctuations in UI claim volumes.
Integrates securely and effectively with DES systems to support accurate and timely service delivery.
Incorporates modern capabilities—such as intelligent automation, AI‑supported IVR, and improved
communication tools—to streamline interactions and improve operational efficiency.
Supports DES’s broader modernization goals and aligns with evolving technology standards.
Meets all applicable state and federal UI program requirements, including security, privacy, and
performance expectations.
Overall Goal:
Through this competitive solicitation, DES intends to establish a partnership with a vendor that can deliver a
forward‑looking, service‑oriented call center solution that advances the agency’s mission to provide timely
and accurate unemployment services to the people of North Carolina.
2.4 CONTRACT TERM
A contract awarded pursuant to this RFP shall have an effective date as provided in the Notice of Award.
The term shall be one (1) year term with four (4) optional one (1) year renewals and will expire upon the
anniversary date of the effective date unless otherwise stated in the Notice of Award, or unless terminated
earlier.
2.5 INNOVATION
The North Carolina Department of Commerce, Division of Employment Security (DES) encourages Vendors
to propose innovative approaches, technologies, and service delivery models that enhance efficiency,
scalability, and customer experience for the UI Call Center Services Solution.
Vendors are encouraged to leverage best practices and emerging technologies—such as AI-driven virtual
agents, intelligent routing, analytics, and multilingual capabilities—to improve service outcomes, increase
digital self-service, and reduce cost-to-serve.
DES is particularly interested in solutions that:
o Improve response times and first-call resolution
o Enhance claimant and employer experience
o Increase operational efficiency through automation
o Support scalable operations during demand surges
o Ensure equitable access through multilingual and accessible services
Vendors may propose value-added or alternative approaches beyond minimum specifications, provided they
demonstrate clear benefits, feasibility, and alignment with DES objectives.
All innovation proposals must include a brief description, expected outcomes, associated costs (if any), and
key assumptions. This is in additional to other required documents that the Vendor needs to include in their
offer to be responsive and then evaluated.
2.6 EFFECTIVE DATE
This solicitation, including any Exhibits, or any resulting contract or amendment shall not become effective
nor bind the State until the appropriate State purchasing authority/official or Agency official has signed the
document(s), contract or amendment; the effective award date has been completed on the document(s), by
the State purchasing official, and that date has arrived or passed. The State shall not be responsible for
reimbursing the Vendor for goods provided nor Services rendered prior to the appropriate signatures and the
arrival of the effective date of the Agreement. No contract shall be binding on the State until an encumbrance
of funds has been made for payment of the sums due under the Agreement.
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DES UI Call Center Services-DOC RFP 43-1389-26
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