Live Agent Services

San Mateo Medical Center, a fully accredited public healthcare provider serving all residents of San Mateo County regardless of ability to pay, is soliciting proposals for Live Agent Services under Request for Proposal No. 66000-2526-246, issued on May 7, 2026, with a deadline for responses set for June 4, 2026. The procurement is being conducted under NAICS code 561422 and falls under the jurisdiction of San Mateo County’s Health Department, with all proposals required to be submitted electronically through the OpenGov eProcurement portal. The contract will be awarded on a best-value trade-off basis, not based solely on lowest price, with evaluation factors weighted as follows: Project Approach at 27.3%, Firm Qualifications at 22.7%, Team Qualifications at 18.2%, Price at 22.7%, and preferential points up to 9.1%, which may add 5% for local businesses, 8% for small businesses, or 10% for micro businesses or non-profits headquartered within the county. Proposers must hold a valid Unique Entity ID (UEI) from SAM.gov and provide certified documentation to qualify for preferential scoring, including OSDS certification for small or micro businesses and IRS Form 990 for non-profits. The scope of work requires full compliance with federal and state regulations including HIPAA, Section 504 of the Rehabilitation Act, the Americans with Disabilities Act, California Labor Code, and San Mateo County’s Equal Benefits and Living Wage Ordinances. Contractors must adhere to strict security protocols, including unique user accounts, prohibition of password sharing, device sanitization per Department of Defense standards, and mandatory credentialing through the SMMC Vendor Credentialing Program before accessing any facility. Insurance requirements include cyber liability, technology errors and omissions, workers’ compensation, and general and professional liability coverage. Subcontracting or assignment is strictly prohibited without prior written consent, and unauthorized subcontracting results in automatic contract termination. Performance will be measured against specific metrics outlined in Exhibit C and must align with SMMC’s Corporate Compliance Code of Conduct. All invoices require approval by the contract owner or designee, and payment will be processed through the County’s accounts payable system, though specific accounting codes are not provided. Proposals must be submitted in PDF format with the fee proposal separated from the technical submission and must include detailed information on firm