Maryland bid · open for prices

Call Center Services

This bid is for health insurance enrollment call center services at a vendor-provided turnkey facility in Maryland, United States.

Due: December 17, 2026
Location: Maryland
Posted on: Maryland eMMA
Notice ID: BPM057936

Please quote health insurance enrollment call center services at a vendor-provided, fully equipped facility in Maryland, United States.

Services: Handle incoming and outgoing calls, live chat, secure messages, eligibility and enrollment help, and dedicated broker and application counselor support.
Term: July 1, 2027–June 30, 2030, with one two-year renewal option; complete the transition within 90 days.
Staffing: Adjust staffing seasonally, provide at least 60 Spanish/English bilingual representatives year-round, and provide training, quality checks, staffing management, and technical support.
Technology: Provide facilities, equipment, connectivity, cloud call routing and voice menus, Salesforce integration, and recording of all calls and screens, with calls retrievable for 10 years.
Performance: Answer 80% of calls within 180 seconds outside open enrollment and 360 seconds during open enrollment; resolve at least 90% on the first call and achieve quality scores of at least 94%.
Security: Provide HIPAA safeguards, applicable ARC-AMPE/FedRAMP security controls, yearly independent security audits, and data access and storage only in the United States.

Please confirm availability and send your quote by December 17, 2026.

The original documents

Deadline: December 17, 2026

See the original on emma.maryland.gov

Bidding it yourself? Get the full package and submit on Maryland eMMA before December 17, 2026.

What they need

ServicesInbound/outbound calls, live chat, secure messaging, eligibility and enrollment assistance, and dedicated broker/application counselor support.
TermJuly 1, 2027–June 30, 2030, with one two-year renewal option; transition completed within 90 days.
StaffingSeasonal staffing flexibility, at least 60 Spanish/English bilingual representatives year-round, training, quality assurance, workforce management, and technical support. Minimum CSR pay is $18/hour plus at least $3/hour for Spanish bilingual staff.
TechnologyProvide facilities, equipment, connectivity, cloud ACD/IVR, Salesforce integration, and 100% call/screen recording with call retrieval for 10 years.
PerformanceAnswer 80% of calls within 180 seconds outside open enrollment and 360 seconds during open enrollment; achieve at least 90% first-call resolution and 94% quality scores.
SecurityHIPAA safeguards, applicable ARC-AMPE/FedRAMP controls, annual independent security audits, and U.S.-only data access and storage.
PricingProvide fully loaded monthly operational fees and separate unit rates for consumer calls, broker/application counselor calls, chats, and secure messages for all five years. Call pricing should assume 15-minute consumer calls and 12-minute broker/counselor calls; chat pricing should assume 10 minutes.

Can you do this job? Tell us your price.

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You send a priceOne number, before December 17, 2026.
We bid itXL Eagle submits the bid as the main contractor.
You do the workIf it is awarded, you do the job as our subcontractor.

Rather bid it yourself, under your own company? We write the full proposal for $19.99, your logo and company details on every page, ready to submit. See a real winning one.

Past history: who won IT Services & Software work in Maryland

Recent federal contract awards (federal buyers) in the same industry in Maryland, from USAspending.gov. These are comparable jobs, not earlier rounds of this exact solicitation.

Typical award: $150K to $411Kmiddle half of 13 recent awards · median $220K

Who won	Amount	Buyer	Date
Alliance Global Tech INC.News clipping service	$150,000	Federal Communications Commission	Jun 2027
Carbon 9 Defense LLCPalo alto ILI	$998,281	U.S. Cyber Command	Jun 2027
Redhawk IT Solutions, LLCGitlab renewal	$181,683	National Aeronautics and Space Administration	May 2027
Cyberesi Consulting Group INCSupport services for nist itl's revision of nist SP 800-213 and related documents project	$316,134	National Institute of Standards and Technology	Mar 2027
Prometheus Computing, LLC4CAST: OU67-FY26-017-NEWMODELING for 6G wireless communications and sensing support	$220,405	National Institute of Standards and Technology	Mar 2027
Freighttrain LLCIT saas medical equipment installation and logistical software	$45,000	Indian Health Service	Mar 2027
Ncs Technologies INCFY26 Q4 itbb HP printers	$5,450,910	Federal Bureau of Investigation	Feb 2027
Paragon Micro INCFY26 Q4 itbb desktops	$18,302,036	Federal Bureau of Investigation	Feb 2027

Losing bids are not made public on most government buys, so only the winner and price are shown.

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