May 6, 2025

NOTICE OF REQUEST FOR PROPOSALS (RFP)
Customer Service Contact Center Contract 2025-2027

The Regional Metropolitan Transit Authority of Omaha, d/b/a Metro (“Metro”) is requesting proposals from qualified responsible providers for the performance of work in conformity with the Contract Documents for The Customer Service Contact Center contract will be for a term of (3) three years, the contract shall begin after the time of the “Notice to Proceed”, however the term of the contract may be extended annually for up to two (2) one-year periods upon mutual agreement. The maximum contract term is (5) years if the contract is extended.

The provider must specify all required professional services offered for the proposal. Proposals not received by Metro as of the Submission Deadline will not be considered responsive and will not be opened. Proposals not meeting specified delivery and methods of submittal will not be considered responsive and will not be opened. Metro reserves the right to extend the Submission Deadline by issuing an Addendum.

Proposers shall refer to the RFP (Request for Proposals) Documents for detailed deliverables. For this Proposal, there are various elements and services associated with the Scope of Work. Metro’s intent is to select Proposers for consideration of awarded contract who demonstrate qualified and affirmed capabilities, resources, staffing, scheduling and delivery capabilities for Customer Service Contact Center Contract and all associated work to be provided for the Scope of Work.

 

PROJECT OVERVIEW
Metro is seeking a qualified service provider to provide seamless over the phone and online customer service to all its customers, that will meet the present and future needs of Metro.
Qualified service providers are invited to submit proposals for Customer Service Contact Service Contract 2025-2027, based on information provided in this RFP. See the full Scope of Work in Section 1.

For the Customer Service Contact Service Contract 2025-2027, will be for a term of (3) three years, the contract shall begin after the time of the “Notice to Proceed”, however the term of the contract may be extended annually for up to two (2) one-year periods upon mutual agreement. The maximum contract term is (5) years if the contract is extended.

The current forms of the RFP and all issued Addenda are available for inspection at Metro’s Administrative Offices located at 2222 Cuming Street in Omaha, Nebraska (“Administrative Offices”) and online at the following link www.ometro.com/procurement/  Metro reserves the right to modify all or any of the same at any time prior to the Submission Deadline through an Addendum. 

Proposals are subject to all terms, conditions, and provisions of this document. Proposers shall read and understand the requirements of this RFP.

Requests for Approved Equals, Clarification and Questions shall be done in writing or through electronic correspondence prior to the submission deadline, of May 20, 2025, by 2:00 pm CST using Exhibit “B” Request for Clarification or Substitution.

All proposals must be made in the form and on the forms (and contain all certificates, documentation, and information) required by the RFP Documents. Any proposal that does not fully comply with any requirement of the RFP Documents will be considered non-responsive, and Metro shall be entitled to reject any such proposal at any time. Metro reserves the right to waive any minor informality or mere irregularity contained in any proposal. 

No proposal will be construed to be binding on Metro unless (i) a Contract has been awarded by its Board of Directors at a public meeting, (ii) the Contract has been duly executed by each of the Contractor and Metro, and (iii) all conditions applicable to such award of the Contract and as otherwise may be set forth in the Contract Documents have been fully satisfied.

There will be one (1) Non-Mandatory Pre-Submission Conference on May 15, 2025, at 11:00 am CST. In Person at Metro Offices, 2222 Cuming St, Omaha NE 68102, conference will be held in the Metro Board room. Virtual with the following link:  

Metro Transit is inviting you to a scheduled Zoom meeting.
Topic: RFP Customer Service Contact Center Non -Mandatory Conference
Time: May 15, 2025, 11:00 AM Central Time (US and Canada)
Join Zoom Meeting

https://us06web.zoom.us/j/81496888810?pwd=HRGE6tM5HuPZW46rUCCaFqaewsxyF4.1

Meeting ID: 814 9688 8810

Passcode: 3417560

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Proposals must be received with all required submittals as stated in the RFP, no later than June 2nd, 2025, at 2:00 p.m. Central Time.  Each Proposal must make reference to the Project by name in the upper left-hand corner and shall identify the contents of the package as a “Proposal for The Customer Service Contact Center Contract” and identify the name and address of the Proposer.

Proposals received after the time specified shall not be considered for award. Proposals received via facsimile (fax), or electronic mail (e-mail) shall not be considered. Proposals not meeting specified delivery and method of submittal will not be opened nor considered responsive. 

Proposals must be addressed and delivered to Metro at the following address.  This is also the address to be used for all communication in connection with this RFP:

Regional Metropolitan Transit Authority of Omaha d/b/a Metro
Customer Service Contact Center Contract
ATTN: Procurement Manager and Contracts
2222 Cuming Street
Omaha, Nebraska, 68102-4392

For information regarding this proposal, contact Procurement and Contracts Manger at (402) 341-7560 EXT. 2272 phone, or procurement@ometro.com.  Any questions or requests for clarification are due from Proposers before May 20, 2025, by 2:00 pm CST , and must be submitted in writing using Exhibit “B” Request for Clarification or Substitution to  procurement@ometro.com.   If required, Metro’s response to these submissions will be in the form of an Addendum.  All proposals must be completed and submitted by June 2nd, 2025, by 2:00pm Central Time.

Note: If you need the solicitation document in an alternate format, please email procurement@ometro.com.

No person or entity submitting a proposal in response to this RFP, nor any officer, employee, agent, representative, relative or consultant representing such a person (or entity) may contact through any means or engage in any discussion concerning the award of this contract with any member of Metro’s Board or any employee of Metro (excluding Procurement staff) during the period beginning on the date of proposal issue and ending on the date of the selection of Contractor.  Any such contact would be grounds for disqualification of the Proposer.

By: Manager of Procurement and Contracts

Dates of Publication: May 6, 2025.

08-25 RFP Customer Service Contact Center Contract (Added 05/06/25)
ADDENDUM 1. 08-25 Customer Service Contact Center Contract (Added 05/06/25)
ADDENDUM 2. 08-25 Customer Service Contact Center (Added 05/09/25)
ADDENDUM 3. 08-25 Customer Service Contact Center (Added 05/23/25)