Customer Service Training and Process Improvement Consultation Contract 2017-2022

​Welcome! The Department of Budget & Management's (DBM) master contract for Customer Service Training and Process Improvement Consultation Services is available for all State agencies to use. State agencies contract on a competitive task order basis with firms that have been awarded master contracts.

Services may be required for an entire agency, a specific program or other component of an agency, or a contract being performed for an agency or component program. DBM has awarded to 19 Master Contractors that are qualified to perform customer service training and process improvement consultation services.

Working with the DBM Contract Manager, the Agency creates a Task Order RFP using the Task Order Process.
If you are from a State Agency designated under SFP §14-501(b), TORFPs can be designated exclusively for Small Business. Small Business Reserve-designated TORFPs that will be distributed exclusively to Small Businesses as described in the  RFP Section 4.37.


For questions and to get started please contact:

Contract Management Office
Department of Budget & Management
45 Calvert Street
Annapolis, MD 21401
Phone: 410-260-7338
Fax: 410-974-3274

Click here to complete a three-question customer experience survey​