Newsroom > DHHS News Release


February 13, 2009

Jeanne Atkinson, Communications and Legislative Services (402) 471-8287,


DHHS Requests Bids (RFP) for Customer Service Centers in Economic Assistance Reform

Lincoln—The Department of Health and Human Services (DHHS) is accepting bids to develop three to six customer service centers where DHHS staff will deliver economic assistance benefits to Nebraskans in need. Regional or local economic development entities are encouraged to submit a bid.

ACCESSNebraska, DHHS’ economic assistance service delivery system, includes an on-line application for benefits, electronic records, universal case load management and customer service centers. As a result of the bidding process, DHHS will chose three to six locations for customer service centers. DHHS staff working at these centers will be trained to answer questions about economic assistance programs and eligibility requirements.

“We’re building an economic assistance delivery system that will help us serve our clients more efficiently and effectively,” said Todd Landry, Director of the Division of Children and Family Services. “This process will be a collaborative effort. We want communities to work together with building owners, builders, telecommunication providers, and local entities to put together their bids.”

DHHS launched an on-line application process and screening tool in September 2008. Low-income Nebraskans can now apply for benefits any time at . From September 2008 to January 2009, more than 10,000 applications have been processed on-line, many from rural areas and over 35% coming in after normal business hours.

“ACCESSNebraska will, without a doubt, help us improve the way we provide economic assistance,” said Landry. “Customer service centers will give us the ability to better coordinate and centralize our work and respond to clients in a timely and consistent manner. Even with a customer service center approach, people will still be able to personally meet with a caseworker if they need to.”

Detailed requirements for submitting bids can be found on the Department of Administrative Services’ website at: and/or DHHS’ website at: .

Among other requirements, qualified communities will need to:

  1. Provide the location and building for the customer service center;
  2. Assure and provide the needed infrastructure for the technology to operate the customer service center; and
  3. Assist in the recruitment and retention of an adequate customer services center workforce.

The deadline to submit a bid in writing is April 15, 2009, 2 p.m., Central. Communities should send their responses to the RFP to DHHS, Division of Children and Family Services, Nebraska State Office Building, 3rd floor, 301 Centennial Mall South, Lincoln, NE 68509-5026.

Written questions must be e-mailed by Feb. 26, 2009 to: . Questions can also be faxed to (402) 471-9597.
Be sure to include the RFP number.

After a detailed RFP process which will include information about available workforce, technology and building costs, customer service centers will be selected and announced this summer (around July 1).