Call Center Services

2026-11-03

The Comptroller of Maryland ( COM ) seeks to obtain qualified third - party contractor support to enhance the operational capacity of its Individual Call Center ( ICC ), a unit within the Taxpayer Services Division ( TSD ). The selected Offeror shall provide Tier 1 customer service support , including the handling and resolution of general and routine inquiries related to personal income tax , received via telephone . This engagement requires the contractor to maintain continuous , multi - channel communication capabilities ( verbal , electronic , and written ) and to respond effectively to both standard and time - sensitive taxpayer inquiries . The vendor must demonstrate the ability to maintain a customer satisfaction survey score of 85 or higher in delivering respectful , responsive , and results - oriented customer experience . Vendor must maintain high level of Data Integrity in accordance with applicable COMAR provisions and COM operational protocols outlined in this RFP . Offerors are encouraged to propose innovative technologies and service delivery models that enhance efficiency and taxpayer experience , provided such solutions do not adversely impact the project schedule deadline for staff to be fully onboarded and trained or overall cost . Optional services that may be implemented under future Work Order Requests ( see RFP Section 3 . 6 ) should also be described in the Technical Proposal .

Maryland

2026-05-02