Vital Statistics Call Center (VSCC)

The Texas Department of State Health Services (DSHS) is soliciting qualified vendors to provide comprehensive call center services for its Vital Statistics Section under solicitation HHS0015895, with a contract term of three years and options for up to three additional years at DSHS’s discretion. The contractor will manage a Texas-based call center handling approximately 20,000 to 27,000 inbound calls monthly, providing information on vital records requests, processing times, and application procedures, along with 650 outbound calls and emails for Tier 2 assistance. All call center staff, including direct supervisors, must be physically located in Texas, and the contractor is required to implement a 45-day transition plan following award, including training, system migration, and SOP alignment with DSHS requirements. Performance is measured against strict metrics including average wait time and hold time of no more than two minutes, abandoned call rates, speed to answer, and service levels, with detailed monthly reporting mandated via standardized formats. The solicitation imposes rigorous compliance and security obligations, including mandatory HIPAA certification prior to proposal submission, completion of the Security and Privacy Inquiry form governing access to confidential data such as PII, HIPAA, CJIS, and IRS FTI, and adherence to the HHS Information Security Acceptable Use Policy and Agreement. All operations must occur within the United States with zero offshore access or processing, and the use of AI tools like chatbots is prohibited. Contractors must also submit a Historically Underutilized Business (HUB) Subcontracting Plan, undergo fingerprint-based criminal background checks for all staff within 14 days of award, and maintain insurance as specified in Exhibit M. Proposals are evaluated on a best-value basis, prioritizing the Project Work Plan at 55%, followed by Cost at 30%, and Qualifications and Experience at 15%. Required submissions include a non-searchable PDF narrative limited to 25 pages, an Excel cost proposal with active formulas, an HUB plan, and a Public Information Act copy, all submitted via the HHS Online Bid Room or a sealed USB drive by the January 8, 2026 deadline. Failure to comply with any requirement, including format, certification, or reporting standards, may result in disqualification.