Vital Statistics Call Center (VSCC)

HHS0015895

Posted

Amanda Herrera

(512) 406-2482

Amanda.Herrera@hhs.texas.gov

1/8/2026

10:30 AM

537

21+ Days for Solicitation Notice

12/5/2025

12/5/2025 11:32 am

91520-Call Center Services
91549;
92091-*Training, Computer Based (Software Supported);
95874-Personnel Management Services;
96130-Employment Agency And Search Firm Services (Including Background Investigations And Drug Testing For Employment);
96146-Interpreter Services (Foreign Language, Hearing Impaired, Etc.) (See Item 17 For Interpreter Services - Electronically Assisted);
96175-Translation Services, All Languages;
96269-*Personnel Services, Temporary;
97255-Training, Non-State Employees;

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

** After registration, participants willreceive another email with the actual link to the webinar. **

Schedule of Events