School of Dentistry AI Support for Call Center

The University of Texas Health Science Center at San Antonio has issued a solicitation for a vendor to provide an AI-enhanced call center support system for the School of Dentistry, with an estimated contract value between $500,000 and $2,000,000. The project aims to deliver scalable, HIPAA-compliant services integrated with the Epic electronic health record system, supporting patient communications, scheduling, and care coordination. The vendor must incorporate AI features such as virtual assistants and intelligent call routing, operate 24/7, and support multilingual capabilities, including Spanish. The contract emphasizes compliance with security and accessibility standards, requiring certifications such as TX-RAMP Level II, SOC 2 Type II, and documentation conforming to accessibility laws (e.g., VPAT, PDAA). A comprehensive transition plan for up to four months post-contract is mandated to ensure service continuity. The procurement process is conducted exclusively through the Euna (formerly Bonfire) e-procurement portal, with all questions and submissions required via this platform; submissions through ESBD, mail, fax, or email are not accepted. The solicitation includes detailed compliance and certification requirements, notably the HUB Subcontracting Plan to promote diversity, and mandates that proposers demonstrate adherence to federal and state regulations, including HIPAA, accessibility standards, and Texas-specific security protocols like TX-RAMP. Proposals must include completed forms such as the Execution of Offer, Pricing Schedule, Quality Metrics, and various security and accessibility assessments. The evaluation process assigns points based on technical innovation, implementation plan, integration capabilities, cost, past performance, and compliance with specifications, with the award made on a best value basis considering both price and qualitative factors. The contract’s scope allows for future modifications, including adding or removing service locations, with mutual agreement on scope and pricing. All proposals must remain valid for at least 240 days after submission, and the process emphasizes strict adherence to submission instructions and documentation completeness to ensure responsiveness.