RFP for State Based Exchange Contact Center

The Office of Management and Enterprise Services (OMES) Central Purchasing division is seeking responses on behalf of the Oklahoma Insurance Department (OID) from potential suppliers, OID intends to establish a Contact Center that provides consumers with a centralized source of assistance for Marketplace-related questions and issues that require State-supported customer service. The Contact Center will provide frontline consumer assistance as well as specialized and more complex operational support and issue resolution. The service model will support appropriate routing of inquiries, cases, and work items to personnel with the skills, training, system access, and authority necessary to address the applicable issue. Depending on the nature of an inquiry, Contact Center personnel may resolve the matter directly, initiate or manage a case, coordinate with another Exchange participant, or escalate the matter to OID or another entity with the authority or information necessary to resolve it.