NIGP 88343: Interactive Voice Response (Ivr) Systems

NIGP 88343 Interactive Voice Response (IVR) Systems, an Item code, encompasses maintenance, licensing, and cloud-based hosting of telephone automation and call-routing platforms that state and local governments use to automate customer service, emergency dispatch, and benefits administration. The code covers both legacy on-premises IVR infrastructure and modern cloud-based conversational AI solutions designed to handle high-volume concurrent call processing, speech recognition, intelligent routing, and integration with Computer Aided Dispatch (CAD) systems. State and local buyers soliciting under this code include state workforce agencies managing unemployment benefits systems, city police and 911 dispatch departments, school districts operating multi-site phone networks, and county transit authorities running paratransit call centers. Recent work ranges from sole-source maintenance renewals on incumbent proprietary systems to competitive procurements for modern AI-driven call-center replacements serving 911 dispatch and non-emergency call reduction.

Recent solicitation activity spans the Southeast and Midwest. The State of Illinois posted a small-purchase sole-source renewal (May 2026) for Teleserve IVR and AccessNet WinRIMS maintenance supporting its unemployment benefits system (IBIS), with a May 25 response date. Clayton County Public Schools in Georgia issued three linked RFPs (February 2026, due March 18) for hosted voice and fax services across 67 schools and 50,000 students, with E911, voicemail, translation patterns, and 99.9% uptime requirements, evaluation weighted 25% cost, 25% methodology and technical ability, and 5% Small Local Business Enterprise compliance. Broward County, Florida posted a Request for Information (February 5, 2026, due February 13) for support and maintenance of a Unified Dispatch APIS/IVR paratransit call-center system, with stratified service-level response times (30 minutes for critical events) and 24/7 support obligations. The City of Atlanta announced a pre-advertisement notice (February 4, 2026, due February 27) for a cloud-based AI call-center solution to reduce non-emergency 911 call volume, requiring 250 concurrent calls, 99.9% uptime, integration with Motorola PremieOne CAD, and multilingual speech recognition. The Alliance for Innovation cooperative vehicle posted an AI-Driven Translation and Language Access Services RFP (March 27, 2026, due May 11) supporting 20+ languages and on-demand voice interpretation across state and local agencies nationwide, with projected annual contract value of $10 to $25 million after ramp-up and a July 1, 2026 effective date.