Consumer Complaint Management Software System

The Arizona Indefinite Delivery Vehicle (IDV) Master Agreement AAGO15-092041 is a comprehensive contract focused on providing a Consumer Complaint Management Software System for the Arizona Attorney General's Office. The IDV enables the procurement of a web-based, multi-user database and complaint tracking system designed to manage approximately 15,000 written consumer complaints annually. The software solution offers advanced features including web-based complaint submission, document upload capabilities, comprehensive search functionality, multi-level user access, integrated tickler systems, and robust reporting tools. The system supports complaint tracking, form letter generation, and document attachment with the primary objective of enhancing the Consumer Information and Complaints (CIC) Unit's operational efficiency.

The master agreement was awarded to ThoughtSpan Technology LLC on April 3, 2015, with the contracting organization being the Arizona Attorney General's Office. The contract was initially structured with a one-year term and potential extensions up to 48 months, ultimately being extended through April 2, 2019. The contract type is a firm fixed-cost master agreement specifically covering the state of Arizona. The original contract value was approximately $175,454, which included software licensing, customization services, installation, and training, with annual maintenance fees starting at $27,000 and incrementally increasing. The IDV provides flexible software licensing for 10 initial users with options to expand up to 40 users, demonstrating scalability and adaptability to the state's evolving technological needs.