RFP USAC-26-009 – Customer Service Center and CRM O&M BPO Services
The Universal Service Administrative Company (“USAC”) is seeking proposals from qualified offerors to provide managed full-suite customer service professional services and technology, supporting Universal Service Fund (“USF”) Program Participants (“Participants”) throughout all phases of their participation as described in the following solicitation.
- RFP USAC-26-009 – Customer Service Center and CRM O&M BPO Services
- Attachment 1 – Bid Sheet
- Attachment 2 – Statement of Work
- Attachment 3 – Vendor Capability Checklist
- Attachment 4 – Case Volumes & Critical SLA Metrics (Available in the Virtual Reading Room)
- Attachment 5 – SLAs
- Attachment 6 – Key Personnel
- Attachment 7 – USAC Information Security and Privacy Control Policy (Available in the Virtual Reading Room)
- Attachment 8 – USAC Confidentiality Agreement
- Attachment 9 – Transition Milestones
- Attachment 10 – Master Services Agreement
- Attachment 11 – Change Control Procedures and Governance Model (Available in the Virtual Reading Room)
- Attachment 12 – Reserved
- Attachment 13 – USAC Record Retention Policy (Available in the Virtual Reading Room)
Note: In order to access the Virtual Reading Room please email a signed copy of Attachment 8 (Confidentially Agreement) to Anthony.Smith@usac.org and Procurement@usac.org.
USAC reserves the right to post additional information concerning this procurement and modify the request and/or one or more of the dates listed above, and in such event, it will post a notice to the USAC website. Contractors are responsible for regularly checking the USAC website for notices concerning this procurement. USAC is not responsible for notifying any contractor of the existence of such notices or the results of a contractor failing to check the website to obtain such notices.