Customer Service Center ( CSC ) Final

2026-11-03

This Request for Proposal ( RFP ) is issued by the Arkansas Department of Human Services ( DHS ), Office of Procurement ( OP ) for multiple divisions within DHS to obtain pricing and a contract for the establishment , operations and ultimate expansion of a technology platform to be shared by Customer Service Center ( CSC ) and State staff . The Office of Procurement is the sole point of contact throughout this solicitation process . DHS is requesting proposals from interested parties regarding the CSC that leverages and extends the current capabilities of the present beneficiary call line . The goal of this CSC is to provide prompt , accurate , and consistent information regarding programs , questions , and concerns in a streamlined and holistic manner that is easy to navigate for beneficiaries . DHS is seeking a partner to collaborate on this opportunity to prioritize and strengthen customer experience . The CSC must be operational by January 1 , 2027 ( and , as discussed herein , certain outbound verification activities before that ). These operations include , but are not limited to , the seamless continuation of existing services provided by DHS ’ existing beneficiary call line , as well as some key expansion points outlined in this scope of work , including but not limited to the deployment of Customer Relationship Management ( CRM ) software for CSC and State staff use .

Arkansas

2026-03-27