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Ethics Commission authorizes drafting renewal of call-center contract with ROI Solutions
Summary
The Commission authorized staff to draft a renewal of its call-center contract with ROI Solutions under the existing contract terms (not to exceed $262,416), noting the first-year actual spending came in about $88,953 under the authorized cap and that all representatives were U.S.-based.
The Commission on Ethics authorized staff to draft a renewal of the commission's call-center contract with ROI Solutions under the existing contract terms, not to exceed the original authorized amount of $262,416. Executive Director Stman told commissioners the first-year contract authorized up to $262,416 but the actual expenditure was roughly $88,953 below that cap because ROI Solutions adjusted staffing to match call volume while maintaining quality.
Stman said ROI Solutions provided trained U.S.-based representatives who handled frontline customer service for Form 1 filers, from login assistance to help completing disclosure forms. Staff argued that renewing the contract would preserve institutional knowledge — notably the team lead and manager with a year of experience — and could produce further savings as filers gain experience with the system.
Commissioners asked whether representatives were U.S.-based and whether the renewal would budget the same cap; staff confirmed the representatives are U.S.-based and said the renewal would not exceed the previously authorized amount. After brief discussion, the commission voted by roll call to authorize staff to draft the renewal; the final contract will be returned for commission approval.
