RFP 2017-16 Service Center Assessment Improvements

The purpose of this RFP is to solicit proposals from qualified Bidders to provide highly specialized, skilled and experienced resources to perform a holistic current state assessment of the Covered California Service Center operations. The overall intent of the assessment is to identify operational efficiencies/deficiencies, ideal staffing for all units/work areas, technology and tools in use. It is anticipated that the engagement would include a gap analysis of the Service Center’s performance against best in class contact center peers, and leading best practices from the industry.