Vital Statistics Call Center (VSCC)

2026-11-03

**_Introduction:_** TheDepartment of State Health Services (DSHS) seeks qualified Respondents toprovide call center services for the DSHS Vital Statistics Section. Servicesmust be provided according to the requirements in this Request for Proposal(RFP).__ **_Scope of Work:_** The TexasDepartment of State Health Services (DSHS) seeks qualified entities to providecall center services to the DSHS Vital Statistics Section (VSS). The callcenter services shall include, but not be limited to, hiring of call centerstaff, workforce management, and project oversight. The Contractor will beresponsible for answering approximately 20,000 to 27,000 inbound calls permonth to provide callers with general information and instructions related torequesting vital statistics certified records, processing times, applications,and any other related information. The Contractor will also be responsible formaking approximately 650 outbound calls and emails to provide callers with Tier2 assistance. The Contractor must ensure service levels including, but notlimited to, average wait time, average handle time, call hold times, abandoncall rates, call volumes, speed to answer, service levels, and reporting are inaccordance with the requirements of this SOW.__ **_ContractTerm:_** The initial term of any Contract resulting from this Solicitation willbe three (3) years. DSHS, at its sole option, may extend any Contract awardedpursuant to this Solicitation for up to two (2) additional years. Following the base term and any allowable renewalsor extensions, DSHS may extend any resulting Contract for not more than oneadditional option period to address immediate operational or service deliveryneeds. If the resulting Contract does not include a defined option period, theextension is limited to one (1) year. **_Optional/ Pre-proposal Conference_** _HHSCPCS will hold the pre-proposal conference via Microsoft Teams on the date andtime set out in**Section 3.1**(**Schedule of Events).**_ **_ _** [ https://events.teams.microsoft.com/event/83498144-9238-43df-9a18-e87a5cef84eb@9bf97732-82b9-499b-b16a-a93e8ebd536b](https://events.teams.microsoft.com/event/83498144-9238-43df-9a18-e87a5cef84eb@9bf97732-82b9-499b-b16a-a93e8ebd536b) _ _ _** After registration, participants willreceive another email with the actual link to the webinar. **_ **__** **_Schedule of Events_** **EVENT**| **DATE/TIME** ---|--- Solicitation Posting Date to ESBD| DECEMBER 05, 2025 Pre-proposal ConferenceAttendance is Optional | DECEMBER 09, 2025, at 1:30 PM Central Time Deadline for Submitting Questions or Requests for Clarification| DECEMBER 11, 2025, **at 5:00 PM** Central Time Tentative Date Responses to Questions or Requests for Clarification Posted on ESBD| DECEMBER 23, 2025 **Deadline for Submission of Solicitation Responses _[NOTE: Responses must be _RECEIVED_ by _****_HHSC_**** _by the deadline.]_**| JANUARY 08, 2026, **at 10:30 AM** Central Time Evaluation Period| JANUARY 2026 Anticipated Notice of Award| MAY 2026 Anticipated Contract Start Date| JUNE 2026

Texas

2026-01-07