1.2.1_Request for Information_Questions_FEMA Answered.xlsx
XLSX spreadsheet 70 KB Posted
- Solicitation number
- 70FA3126I00000001
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Federal Emergency Management Agency
About this file
This document is a Questions and Answers (Q&A) file responding to an RFI (Request for Information) from FEMA regarding Individual Assistance (IA) Mobile Kiosk Unit prototypes. The file addresses 164 questions spanning technical requirements, operational deployment, security and compliance, accessibility, connectivity, and commercial models for the kiosk solution.
Operational Requirements and Deployment Context: FEMA seeks mobile kiosk units designed for rapid deployment to Disaster Recovery Centers (DRCs) and community partner locations to enable survivors to self-service register for assistance, upload documents, check case status, and access information about federal and state assistance programs. Current operations at DRCs rely heavily on staff-assisted laptop and iPad workflows, with approximately 31 percent of visitors returning for routine tasks such as status checks and document submissions. The prototype phase targets deployment of several dozen units (not hundreds) for field testing in late Spring to early Summer 2026, with a notional goal for broader deployment by mid-2027. A fully fielded solution is anticipated to involve hundreds to low thousands of units across multiple regions and community sites. Typical DRCs are staffed with approximately seven FEMA personnel plus state and local partner staff, and may see 20–30 survivor visits daily in slower centers or exceed 100 in high-volume locations.
Technical and Functional Specifications: Kiosks must integrate securely with FEMA's Salesforce-based IA Customer Relationship Management (CRM) ecosystem and serve as channel endpoints rather than standalone applications. Core use cases include document upload and re-upload (IDs, insurance letters, receipts, RFI responses), basic case status checks, simple profile updates, and escalation to live call-center agents via private audio through a vandal-resistant handset or audio jack. The solution should support primary connectivity via facility-provided WiFi or wired networks, with embedded cellular capability (preferably FirstNet-capable or multi-carrier) as backup, and employ offline document-capture with encrypted temporary buffering and automatic secure deletion after successful transmission. Session management must enforce automatic logout after inactivity, full isolation between users, and complete deletion of locally cached data including temporary files and browser cache. Kiosks should operate primarily in climate-controlled indoor environments (DRCs, libraries, community centers) and accommodate both seated (ADA wheelchair-accessible) and standing users. English will be the default language with Spanish as the primary additional language option, aligned with Executive Order 14224. Multilingual support, cognitive accessibility features (simplified language modes, visual progress cues), and compatibility with assistive technologies are expected. The solution must comply with ADA physical accessibility requirements and Section 508 principles, support FIPS-validated cryptography and full-disk encryption, and include audit logging of security events without capturing survivor personally identifiable information (PII). Printing is optional but if included should use thermal technology; payment processing is not required. Battery backup sufficient for graceful shutdown during brief power interruptions (not extended off-grid operation) and optional features such as privacy filters, extended-runtime batteries, and outdoor-capable variants are acceptable as configurable options.
Acquisition and Support Model: FEMA requests rough order of magnitude (ROM) pricing that clearly distinguishes between prototype-phase costs and fully fielded solution costs, with scenarios modeling tens, hundreds, and low-thousands of units. Vendors should assume a largely turnkey support model for the prototype, with FEMA responsible for configuration, policy, and integration oversight while vendors handle hardware support, remote monitoring, and first-line troubleshooting. FEMA will provide integration documentation, API specifications, and subject matter expert support during the security review and design process. Prototype deliverables include as-built hardware documentation (parts lists, wiring diagrams), operator and field guides, maintenance procedures, training materials, and train-the-trainer sessions. User acceptance testing will be conducted at FEMA-designated field-test locations with acceptance criteria focused on document upload, status checks, call-center escalation, and other core use cases. FEMA is open to alternative commercial models including subscription-based licensing, managed services, leasing, and hybrid approaches, and encourages innovative delivery methods that meet or exceed stated objectives. Kiosks must be air-transportable and packable by small teams without specialized equipment, with clear provisions for optional anchoring or bolting for security in high-traffic environments. Security compliance must align with DHS and FEMA requirements, FISMA, FedRAMP Moderate authorization (where applicable), and centralized logging compatible with FEMA's cloud-native tools. Vendors should demonstrate experience integrating with commercial CRM platforms like Salesforce, hosting public-sector or high-security deployments, and supporting long-term production and nationwide scaling.
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| 1.2.1_Request for Informaiton_IAMO Kiosks_Questions.xlsx | XLSX spreadsheet | |
| 1.2.1_Request for Information_IAMO Kiosks.pdf |
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Questions & Answers
| IAMO Kiosk Questions | ||
| Question # | Question | FEMA Response |
| 1 | How does FEMA currently perform survivor Registration Intake, Document Upload, and Case Status Inquiry/Update at Disaster Recovery Centers (DRCs) and other SLTT locations? | Registration intake and case status inquiry/update are currently performed by FEMA or SLTT staff using laptops or iPads, typically by navigating to DisasterAssistance.gov and related internal systems. Survivors provide information verbally or with staff assistance, and staff enter or update records in the system of record. For document upload, staff generally coach the survivor through uploading from the survivor’s own device (phone or tablet) when possible. Where survivors are unwilling or unable to create a DisasterAssistance.gov account, some regions use scanning workflows in which staff scan paper documents and transmit them to central mailroom addresses for indexing. The kiosk prototypes are intended to complement, not replace, these existing workflows by adding a consistent, secure self-service channel. |
| 2 | Which portions of the survivor interaction are typically handled through self-service versus FEMA or SLTT staff-assisted support? | Today, almost all interactions at DRCs and most SLTT locations are staff-assisted rather than true self-service. Survivors may use their own mobile devices to access DisasterAssistance.gov, but this is usually done with in-person coaching from FEMA or SLTT staff. Registration, case status review, case updates, and document upload are typically completed on staff-operated laptops/iPads or via the survivor’s device with staff guidance. There is no standardized, FEMA-managed, unattended self-service workstation or kiosk in the current operating model. The Mobile Kiosk Units are intended to introduce a structured self-service option while preserving the ability to escalate to staff support. |
| 3 | What operational challenges or bottlenecks does FEMA experience today when supporting survivors during high-volume disaster events? | A significant challenge is repeat visits to DRCs—current data show roughly 31% of DRC visitors are repeat visitors, often for routine activities such as checking case status, submitting additional documentation, or receiving basic referrals. These repeat touchpoints consume staff capacity that could otherwise be focused on complex or urgent cases (e.g., appeals, complicated eligibility, vulnerable populations). Staff must also spend considerable time explaining assistance types, request-for-information (RFI) letters, and next steps, sometimes repeatedly, and often with language or literacy barriers. In high-volume events, physical space constraints, line management, and variable connectivity also limit throughput and can lengthen wait times. Collectively, these factors drive a need for streamlined, higher-throughput self-service for simpler tasks. |
| 4 | Are certain survivor interactions (e.g., registrations, case status checks, document uploads) disproportionately consuming staff time at DRCs? | Yes. Initial registration intake commonly takes up to 20 minutes per survivor when done as a staff-assisted interaction. Case reviews, including status inquiry and updates, can take 20–30 minutes, especially when the staff member must contact the National Processing Service Center or other internal resources for clarification. Document handling (explaining what is needed, helping survivors find or photograph documents, and in some regions scanning and emailing documents to centralized mailrooms) can also be time‑consuming. These routine but lengthy interactions collectively limit the number of survivors staff can serve each day. |
| 5 | Which routine interactions most limit FEMA staff’s ability to focus on survivors with complex or urgent needs? | Staff time is most heavily constrained by basic registration intake, account setup on DisasterAssistance.gov, and straightforward case status inquiries. Document-upload support—whether walking through upload on a survivor’s device or scanning and forwarding documents when survivors decline to create an online account—also consumes considerable time. Explaining RFI letters, including what specific documents are needed and why, and translating or simplifying that information for survivors with limited English or literacy, is another recurrent demand. These routine tasks are generally well-defined and repeatable, making them strong candidates for self-service kiosks so staff can focus on complex eligibility questions, appeals, and higher-risk or higher-vulnerability cases. |
| 6 | Does FEMA view survivor assistance as a single continuous interaction, or as a series of distinct stages (e.g., initial check-in/triage, self-service interaction, and staff-assisted resolution)? | FEMA conceptually views survivor assistance as a continuous journey that spans preparedness, registration, documentation, decisioning, and long-term recovery. Operationally, that journey is delivered today through distinct stages and channels (call centers, online, DRCs, field teams), with handoffs between them. For modernization—including kiosks and the new CRM—FEMA’s intent is to maintain clear stages (triage, self-service, staff-assisted) while making the underlying data and case context continuous across those stages. Kiosks are expected to be one of several front doors into the same integrated IA environment, not a separate process. |
| 7 | Are there portions of the survivor workflow that FEMA considers particularly well-suited for rapid, high-throughput self-service? | Yes. Document upload and re‑upload (including photographing IDs, insurance letters, RFIs, and receipts) is a primary target for high-throughput self-service. Basic case status checks and simple profile updates (contact information, communication preferences) are also good candidates for kiosk-based self-service. For survivors who are comfortable with technology, initial registration and simple follow‑up questions can also be completed self-service when clear guidance and plain-language help text are available. The kiosk design should prioritize these repeatable, lower-complexity tasks that drive high DRC revisit rates. |
| 8 | Are other portions of the workflow better suited for longer, more guided or staff-assisted interactions? | Yes. Complex eligibility questions, appeals, cases involving multiple assistance programs, and survivors with layered vulnerabilities (e.g., disability, limited English proficiency, complicated housing situations) are better handled in staff-assisted settings. Explaining nuanced policy decisions, interpreting RFI letters in context, and working through complex documentation problems typically require human judgment and may involve multiple systems. Home inspection scheduling and follow-up in complex cases, coordination with other Federal or SLTT programs, and fraud or identity-resolution workflows also fall in this category. Kiosks should make it easy to recognize when a case is complex and to escalate quickly to staff or call-center assistance. |
| 9 | Does FEMA anticipate survivors completing all required interactions in a single visit, or returning at different times to complete different tasks? | FEMA’s goal is first-touch resolution wherever feasible, particularly for straightforward registrations, status checks, or document submissions. In practice, many survivors return multiple times as their circumstances evolve, new documentation becomes available, or program options change over time. Kiosks and other channels must therefore support both single-visit completion and multi-visit workflows. Designs should assume survivors may partially complete tasks, leave, and return later—sometimes via a different channel—to finish required actions. |
| 10 | How important is continuity between stages (e.g., preserving entered information as a survivor transitions between self-service and staff-assisted support)? | Continuity is critical to FEMA’s survivor-centric vision and to the IA Modernization effort. Information entered via kiosks, online, or call centers should be available in the CRM and related systems so that staff or call-center agents can see prior actions and avoid asking survivors to repeat information. This applies both within a single visit (e.g., starting on a kiosk and finishing with a staff member) and across multiple visits or channels over weeks or months. Preserving context, while protecting privacy and security, is essential to reducing survivor burden and improving speed and consistency of service. |
| 11 | What is the typical staffing model at DRCs or other SLTT locations where Mobile Kiosk Units may be deployed? | A typical FEMA- or SLTT-run DRC is staffed with approximately seven FEMA personnel: one DRC Manager, one Housing Crew Unit Leader (HUCL), and about five Applicant Services staff (ASSP). SLTT partners often supplement this with their own staff and representatives from other agencies or NGOs, depending on the disaster and local context. Staffing levels can be adjusted up or down based on projected and observed survivor volume, facility size, and mission needs. Kiosk deployments will need to align with this staffing model and assume at least some on-site FEMA or SLTT presence during the prototype phase. |
| 12 | Approximately how many FEMA or SLTT staff are present per location during small, medium, and large disaster events? | For smaller or moderate-volume DRCs, FEMA typically staffs about seven personnel as described above, with SLTT staff complementing that footprint. In larger, high-volume DRCs, FEMA may roughly double the Applicant Services staff and sometimes add additional management or triage roles, while SLTT and NGO partners may scale their presence as well. In practice, staffing levels are continuously adjusted based on registration volume, queue times, and complexity of local needs. Kiosk density and support requirements should be designed to scale accordingly. |
| 13 | Are Mobile Kiosk Units expected to operate with FEMA or SLTT staff present at all times, or largely unattended in some environments? | During the prototype phase, FEMA anticipates deploying kiosks primarily in staffed environments such as DRCs, SLTT partner facilities, or other supervised community locations. Long term, the vision includes being able to place kiosks in common spaces (e.g., libraries, community centers, possibly retail or faith-based venues) where survivors can access services without traveling to a DRC. In those scenarios, kiosks may operate largely unattended, with remote call-center support and periodic field servicing. Accordingly, designs should support both supervised and unattended modes, with appropriate physical security and privacy safeguards. |
| 14 | For planning purposes, what is the approximate volume of survivor interactions per day per location during moderate-to-large disasters? | Daily volumes vary significantly by event and location. Slower DRCs may see on the order of 20–30 survivor visits per day, while busy centers can exceed 100 in-person interactions daily and occasionally much higher during peak periods. Traffic also tends to be uneven over the course of a week and throughout the day. Kiosk capacity and throughput should be designed to handle both these routine ranges and surge conditions. In 2024, DRCs saw over 400,000 REPEAT visitors. |
| 15 | Does FEMA envision a general ratio of self-service Mobile Kiosk Units to staff-assisted service points at a typical DRC? | FEMA has not set a fixed kiosk-to-staff ratio and is seeking vendor insight on effective configurations. Conceptually, FEMA anticipates that a small-to-medium DRC might host a modest number of kiosks (for example, 2–4 units) alongside multiple staffed service points to maintain strong escalation and support capacity. Larger DRCs or centralized community hubs could warrant more kiosks if they demonstrably reduce queues for routine tasks. The eventual ratios will be informed by pilot results on survivor throughput, satisfaction, and staff workload reduction. |
| 16 | What is the typical duration for survivors to complete Registration Intake through disasterassistance.gov? | For most survivors, completing the full Registration Intake via DisasterAssistance.gov takes up to 20 minutes when the process runs smoothly. This can be shorter for technology‑comfortable users with simple situations and longer for those with complex circumstances, language barriers, or limited digital literacy. In staff-assisted settings, duration also depends on the need to explain program options and verify answers. Kiosk workflows should assume roughly this timeframe for a complete registration but allow for partial completion and later continuation. |
| 17 | What is the typical duration for Case Status Inquiry and Case Status Update interactions? | Case status inquiries and basic updates typically take 20–30 minutes in today’s staff-assisted model. The length reflects time spent reviewing current determinations, explaining what they mean in plain language, and helping the survivor understand next steps or requested documentation. Some calls to the National Processing Service Center or other internal resources may be required, which can extend the interaction. Kiosks are intended to streamline the many straightforward, low-complexity status checks and simple updates. |
| 18 | What is the typical duration for Document Upload tasks, including scenarios where multiple documents are required? | Document upload tasks generally take 10–20 minutes, depending on the number and type of documents, the survivor’s familiarity with technology, and connectivity conditions. Time is consumed by clarifying which documents are needed, locating documents (physical or digital), capturing usable images, and confirming successful upload. In staff-assisted settings, additional time may be needed for scanning and emailing documents when survivors decline to create an online account. Kiosks should aim to standardize and simplify these steps to reduce per-session time and repeat visits. |
| 19 | Are longer interactions typically completed while standing, seated, or with staff assistance? | Most longer interactions at DRCs are completed while survivors are seated, usually at tables or stations where FEMA or SLTT staff can assist directly. Staff commonly triage the waiting line and may pull survivors aside for specific tasks (such as registration intake) but the default is a seated, staff-assisted conversation. Seating quality and ergonomics vary by facility and what the SLTT or FEMA logistics can provide. Kiosks should be designed to accommodate both seated and standing use, with accessibility and comfort in mind. |
| 20 | How does FEMA consider ergonomics and survivor comfort for interactions that may last 15–30 minutes or longer, particularly for older adults or individuals with disabilities? | FEMA strives to ensure DRCs are physically accessible and reasonably comfortable, but the specific furnishings and ergonomics depend on what the SLTT facility offers and what FEMA can provide logistically. Many centers use cushioned folding chairs and arrange seating to reduce standing time in queues, though this is not uniform. For older adults and individuals with disabilities, staff will typically offer seating, adjust positioning, or relocate to more comfortable spaces as needed. Kiosk designs should incorporate ADA‑compliant heights, clearances, and controls, and should be usable in both seated and standing positions to support these objectives. |
| 21 | How does FEMA currently accommodate survivors with limited technical literacy during self-service interactions? | Today, true FEMA-managed self-service at DRCs is limited, but wherever survivors use online tools, staff supplement with plain-language help text, printed instructions, and in-person coaching. DisasterAssistance.gov includes on-screen guidance and contextual help to walk users through registration and document upload. In DRCs, staff often sit side-by-side with survivors on laptops or iPads, effectively turning “self-service” into co-piloted service for those uncomfortable with technology. For kiosks, FEMA expects similar or better levels of embedded guidance, with clear instructions, progress indicators, and easy ways to request human assistance. |
| 22 | Which accessibility considerations are most critical for Mobile Kiosk Units across different stages of the survivor workflow? | Core requirements are ADA-compliant physical access (clear floor space, appropriate reach ranges, and stable surfaces) and basic features to support users with mobility, vision, or hearing limitations—such as adjustable or dual-height designs, good contrast and font sizes, and an audio jack or handset. FEMA recognizes that for most deployments, staff will be present and can provide assistive services (e.g., reading screens aloud, navigating menus, or supporting survivors with cognitive impairments), so kiosks do not need to replace all assistive technologies. However, they should not create barriers and should be compatible with common assistive approaches (e.g., screen-reader–friendly markup where feasible, straightforward navigation). Cognitive accessibility remains important: plain-language instructions, simple workflows, and clear progress cues help all survivors, especially those under stress. |
| 23 | How important is multilingual support for self-service kiosks, and which languages are most critical for field deployment? | FEMA will design kiosk experiences in alignment with Executive Order 14224, Designating English as the Official Language of The United States, which provides that “English is the official language of the United States.” The Order also states that revoking Executive Order 13166 “does not… require or direct any change in the services provided by any agency” and that “agency heads should make decisions as they deem necessary to fulfill their respective agencies’ mission and efficiently provide Government services to the American people,” and that agencies “are not required to amend, remove, or otherwise stop production of documents, products, or other services prepared or offered in languages other than English.” Within that framework, English will remain the primary and default kiosk language, but FEMA considers it reasonable and operationally important for kiosks to offer language-selection capabilities so on-screen prompts and guidance can be displayed in a survivor’s preferred language. Spanish is the most commonly needed non‑English language and should be supported from the outset, with the ability to add other languages over time if FEMA leadership determines they are necessary to effectively fulfill the agency’s mission in specific communities. |
| 24 | Are certain stages of the workflow consistently more challenging for specific survivor populations? | Yes. Survivors with limited English proficiency, disabilities, older adults, and those with low digital literacy often experience greater difficulty with registration, document upload, and understanding request-for-information (RFI) letters or eligibility determinations. Address and household-composition issues can be particularly complex in some areas—for example, multiple families living in one structure and sharing a single mailing address, or rural communities where homes do not have standardized street addresses—making identity, occupancy, and ownership verification more challenging. Survivors experiencing homelessness, unstable housing, or significant trauma may also struggle to keep track of documentation, deadlines, and next steps. Kiosks and associated workflows should therefore be designed with these populations in mind and provide clear pathways to human assistance when automated guidance is insufficient. |
| 25 | Under what circumstances does FEMA expect survivors to escalate from self-service to staff-assisted support due to accessibility, language, or comprehension needs? | Escalation is expected whenever a survivor indicates difficulty understanding questions, screens, or letters; appears unable to complete a task after a reasonable attempt; or requests help. Triggers may include repeated errors or timeouts on critical steps, visible confusion, or inability to navigate due to disability, literacy, or language barriers. Kiosks should provide prominent, low-friction mechanisms (e.g., “Need help?” button, call-center connection, staff alert) to move seamlessly from self-service to staff-assisted or call-center support. In unattended environments, escalation would primarily route to remote FEMA call-center agents, while in DRCs it may also notify on-site staff. |
| 26 | In what physical environments does FEMA most commonly deploy survivor intake systems (e.g., indoor facilities such as gyms or community centers, covered outdoor areas, uncovered outdoor locations)? | FEMA strongly prefers to deploy DRCs and similar intake operations in permanent, indoor “brick-and-mortar” facilities such as community centers, government buildings, schools, or faith-based facilities. These locations generally provide more reliable power, shelter, and environmental control. However, in some events and regions, FEMA and SLTT partners do operate outdoor or semi-outdoor DRCs under tents or temporary structures. Kiosks must therefore be suitable for typical indoor environments and capable of operating in tented or semi-sheltered configurations where conditions are less controlled. |
| 27 | How variable are environmental conditions across deployments (heat, humidity, dust, rain, noise, lighting)? | Environmental conditions are highly variable across disasters and geographies. In some locations, particularly during hurricane and summer storm seasons, heat, humidity, and frequent rain are common; in others, cold, wind, and snow may be significant factors. Dust, noise, and inconsistent lighting can also be present, especially in temporary or tented facilities and high-traffic community spaces. While prototype kiosks will primarily be used indoors, designs should be robust enough to tolerate reasonable temperature and humidity ranges, fluctuating lighting, and moderate dust and noise typical of emergency environments. |
| 28 | Does FEMA anticipate Mobile Kiosk Units being relocated frequently within a site, or remaining stationary once deployed? | FEMA anticipates some flexibility will be needed to move kiosks within a site as DRC layouts evolve, traffic patterns change, or privacy and accessibility adjustments are made. In general, once a kiosk is placed in a suitable location within a facility, it is expected to remain relatively stationary for the duration of that deployment, with occasional repositioning rather than daily moves. Across disasters, kiosks may be redeployed from one site to another as operational needs shift. Accordingly, kiosks should be designed for ease of setup and relocation by a small team, but also stable and secure enough for extended stationary use. |
| 29 | How much control does FEMA typically have over power availability, shelter, and available space at deployment locations? | Under the current model of State-Led DRCs, FEMA has limited control over the choice of facilities and the exact space allocated; those decisions are primarily made by the state or local partners. FEMA typically works within the space provided, coordinating on power drops, layout, and shelter considerations but not dictating the overall facility configuration. Power availability and quality can vary, although most indoor facilities provide standard electrical service; backup power is less predictable. Kiosks should therefore assume standard AC power is generally available but should be tolerant of minor power interruptions and variations in space allocation. |
| 30 | Are there site conditions that significantly affect privacy, such as high foot traffic or noise levels, that should be considered in kiosk design? | Yes. Many DRCs and partner facilities operate in open, busy spaces with noticeable foot traffic and background noise, which can affect both what others can see on a screen and what they may overhear. FEMA will primarily manage privacy through site layout, spacing, and how kiosks are oriented within the room. From a design standpoint, FEMA is looking for reasonable, not elaborate, privacy accommodations—such as sensible display angles and the ability to use private audio (e.g., via an audio jack or similar solution) when speaking with a call-center agent. Enclosed booths or heavy structural privacy enclosures are not required for the prototype. |
| 31 | What assumptions should vendors make regarding network availability at DRCs and other SLTT locations (Wi-Fi, wired, cellular)? | Vendors should assume that, in most prototype deployments, some form of facility-provided network (Wi‑Fi and/or wired) will be available and is the preferred primary connectivity. However, connectivity quality may vary, and FEMA wants kiosks to have the option for embedded cellular connectivity, with priority for FirstNet-capable solutions where feasible. In some partner or community locations, Wi‑Fi may be constrained or absent, and cellular may be the primary or backup path. Designs should therefore support flexible network configurations (Wi‑Fi, wired, and cellular), with straightforward failover between them. |
| 32 | Does FEMA anticipate that different survivor interactions (e.g., Registration Intake vs Document Upload vs Call Center Agent assistance) may have different connectivity tolerance levels? | Yes. Real-time, transaction-heavy activities such as new registrations, case updates, and live call-center sessions require stable connectivity and should not proceed if network conditions are inadequate to ensure data integrity and security. Document capture is somewhat more tolerant: FEMA is open to brief, encrypted buffering of images when connectivity drops, with immediate secure upload and local deletion once connectivity is restored. Purely informational content (e.g., static guidance pages) is the most tolerant and can be cached as needed. Kiosk software should differentiate these interaction types and enforce appropriate behavior based on current connectivity. |
| 33 | How frequently does FEMA experience intermittent or degraded connectivity during disaster deployments? | Connectivity disruptions are not uncommon, particularly in heavily impacted areas where infrastructure has been damaged or overloaded. In some events, DRCs and community sites experience intermittent outages or degraded bandwidth that can occur multiple times per day; FEMA often mitigates this with Mobile Communications Office Vehicles (MCOVs) and other solutions. Kiosks are an important but supplementary element of the DRC presence and are not expected to provide full-spectrum, survivable communications in all conditions. They should, however, handle intermittent connectivity gracefully (e.g., clear messaging, safe suspension of transactions, and resumption when service returns). |
| 34 | What expectations exist for continued kiosk operation during network disruptions or outages? | During outages, FEMA expects kiosks to fail safely and clearly: they should not allow activities that require real-time back-end interaction (e.g., full registrations, case updates) when connectivity is unavailable. However, FEMA would like kiosks to continue offering useful functions such as document capture with secure temporary buffering, access to cached non-PII informational content, and clear messaging about service limitations. Once connectivity is restored, any buffered content should be transmitted securely and immediately, followed by automatic local deletion. Survivors should be guided to alternative channels (e.g., phone, staff desks) when key functions are unavailable. FEMA recognizes that is may not be possible in the early prototype and is willing to work with the selected vendor or vendors on a reasonable approach. |
| 35 | Is offline operation with later synchronization considered valuable or necessary for any portion of the survivor workflow? | Yes, but in a controlled and limited way. Offline operation is particularly valuable for document capture when connectivity is lost mid-session: kiosks should be able to securely buffer images and metadata, transmit them once the connection resumes, and then automatically purge all local PII. FEMA does not intend for kiosks to support full offline registration or case updates that involve complex transactions while disconnected. Any offline capability must be tightly scoped, fully encrypted, auditable, and designed to ensure that no survivor data persists on the device after successful synchronization or if a session is abandoned. FEMA recognizes that is may not be possible in the early prototype and is willing to work with the selected vendor or vendors on a reasonable approach. |
| 36 | Does FEMA envision Mobile Kiosk Units functioning primarily as a secure browser interface to disasterassistance.gov, or as a more guided software experience that assists survivors through each step? | For the modernized environment, FEMA envisions kiosks functioning primarily as hardened, secure client interfaces into the Salesforce-based IA CRM ecosystem and associated survivor-facing portals, rather than as standalone applications. The kiosk software should securely launch and constrain access to approved Salesforce-hosted experiences (and other authorized web applications) while preventing access to non-approved destinations or system-level functions. Over time, FEMA expects deeper API-level integration with Salesforce for session context, routing, and reporting, with the kiosk treated as another channel into the same enterprise platform. FEMA is not seeking a separate, custom transactional application at the kiosk layer; instead, kiosks should safely expose and enhance the standardized IA digital experiences delivered through the Salesforce ecosystem. |
| 37 | What level of workflow guidance does FEMA expect the kiosk software to provide (e.g., step-by-step instructions, validation prompts, reminders, multilingual guidance)? | FEMA expects light to moderate workflow guidance layered on top of existing DisasterAssistance.gov and related experiences. This includes clear landing pages, brief task-based instructions, reminders to complete key steps (e.g., upload all pages of a document or grab documents prior to departing from the kiosk), and simple validation prompts where feasible. Multilingual prompts and basic instructions should be available in the selected language, with English as the default and Spanish as the primary additional language. The intent is to assist survivors in navigating standard web flows, not to design entirely new, deeply customized transaction logic within the kiosk software. |
| 38 | Should vendors assume responsibility for session management functions such as automatic logout, session isolation, and deletion of PII after each use? | Yes. Kiosk solutions must enforce strict session management, including automatic logout after inactivity, explicit session termination when a user indicates they are finished, and full isolation between sessions. Any locally cached data (including temporary files, browser cache, or buffered documents) must be securely wiped at session end, and after successful synchronization where offline buffering is used. The design should assume users may walk away without formally logging out and must protect against the next user seeing prior information. Vendors should document and be able to demonstrate their session management and data-wiping approach for security review. |
| 39 | What expectations does FEMA have regarding software configurability between disasters (e.g., updating instructions, modifying workflows, adding partner or SLTT links)? | FEMA’s expectation is for limited but practical configurability between deployments. At a minimum, FEMA should be able to update a kiosk landing page or menu to add or change links (e.g., to DisasterAssistance.gov, SLTT resources, referral sites, or the Salesforce-based CRM front end), modify short text instructions, and enable/disable specific capabilities. These changes should be achievable via configuration or content management, not code changes, and should be applicable across groups of kiosks. FEMA does not require vendors to support highly customized, disaster-specific transactional workflows at the kiosk layer. |
| 40 | Are there anticipated integration requirements beyond disasterassistance.gov, such as links to other Federal or SLTT agency services? | For the prototype phase, the primary integration focus is with FEMA’s Salesforce-based IA CRM ecosystem and the core FEMA IA systems it connects to; kiosk solutions must work cleanly within that environment. Kiosks should be able to launch and interact with Salesforce-hosted survivor workflows and, where appropriate, use approved Salesforce APIs or web experiences without requiring custom, parallel data stores at the kiosk layer. Integration with additional Federal or SLTT services (e.g., state benefits portals) is not a core requirement for the initial prototype. Beyond the prototype, FEMA may consider expanding the set of accessible services and external links, but this would be governed by the Salesforce-centered IA Modernization architecture and FEMA security and governance processes. |
| 41 | How does FEMA expect survivors to receive confirmation that required actions (Registration Intake, Document Upload, Case Status Update) have been successfully completed at a Mobile Kiosk Unit? | FEMA expects confirmations to align with existing IA channels so that survivors receive consistent signals regardless of how they access services. At a minimum, kiosks should display clear on-screen confirmation that a transaction (e.g., document upload or registration submission) has been accepted by the back-end system. Where a survivor has provided or confirmed contact information, standard DisasterAssistance.gov mechanisms—such as account updates, email, and SMS notifications—should be used to confirm key events. Kiosks themselves are not expected to maintain their own separate confirmation store. |
| 42 | Does FEMA anticipate confirmation being provided digitally (on-screen confirmation, email, SMS, disasterassistance.gov account update), physically (printed receipt), or both? | FEMA anticipates that digital confirmation will be the primary and, in most cases, sufficient method. This includes on-screen confirmations at the kiosk, updates visible in the survivor’s DisasterAssistance.gov account, and, where applicable, email or SMS notifications sent through existing FEMA systems. For the prototype, printing is not required and will be treated as optional. FEMA is open to vendors including printing capability if it adds value and can be managed securely, but the core requirement is robust digital confirmation. |
| 43 | Are there specific scenarios where printed output is operationally necessary, or is digital confirmation sufficient for most survivor interactions? | Digital confirmation is expected to be sufficient for most interactions, given the prevalence of mobile devices and the DisasterAssistance.gov account model. There may be limited circumstances where printed information is helpful (e.g., for survivors with no reliable access to email, SMS, or online accounts), but these are not driving requirements for the prototype. FEMA and SLTT partners can also provide printed static materials (brochures, checklists) outside the kiosk channel when needed. Vendors may propose optional printing capabilities, but kiosks should not depend on printing to complete core workflows. FEMA is open to vendors including printing capability if it adds value and can be managed securely, but the core requirement is robust digital confirmation. |
| 44 | If printing is required, what type of printed output is most valuable (submission receipt, case status summary, checklist of next steps, return instructions)? | If printing is included, the most operationally useful outputs would be concise submission confirmations (e.g., “Documents received on [date/time]”), brief case status summaries, and simple checklists of next steps tailored to the survivor’s situation. These should avoid including full sensitive data (such as full SSNs) and should be designed to minimize privacy risks if misplaced. For the prototype, FEMA would prefer thermal printing solutions that do not require ongoing ink replacement and can be easily serviced. Printed output, if implemented, should complement rather than replace digital confirmations. FEMA is open to vendors including printing capability if it adds value and can be managed securely, but the core requirement is robust digital confirmation. |
| 45 | Does FEMA anticipate a need to provide survivors with printed “next steps” or reference information following a kiosk session? | FEMA does not view printed “next steps” as a core requirement for kiosk sessions, since similar information can be delivered through DisasterAssistance.gov accounts, email/SMS notifications, and staff- or partner-provided materials. In many DRCs, static printed handouts, posters, or brochures are already available and can be updated independently of the kiosks. That said, if a vendor includes printing capability, FEMA may pilot limited use of short, generic next-step summaries where it clearly benefits survivors without adding significant complexity. The primary focus remains on digital, centrally managed communications. FEMA is open to vendors including printing capability if it adds value and can be managed securely, but the core requirement is robust digital confirmation. |
| 46 | What reporting or audit information does FEMA require regarding Mobile Kiosk Unit usage (session counts, completion rates, average session duration)? | FEMA is interested in aggregate, non-PII usage metrics to assess the effectiveness of kiosks and inform future deployment decisions. This includes session counts, task types initiated (e.g., document upload, status check), completion rates, average session duration, frequency of escalations to staff or call center, and high-level error or abandonment rates. Basic device health and availability metrics (e.g., uptime, network connectivity status) are also valuable. Any reporting must exclude survivor PII and be exportable or integrable with FEMA’s analytics and CRM environments for monitoring and evaluation. |
| 47 | Is real-time reporting during a disaster event required, or is post-event reporting sufficient? | FEMA expects at least near-real-time or daily aggregate reporting during active disaster operations to understand kiosk utilization and identify operational issues quickly. This does not need to be high-frequency streaming analytics but should allow program and field leadership to see key usage and health metrics within the operational period (e.g., same day). Post-event reporting is also important for evaluation, lessons learned, and planning future deployments. Vendors should therefore design reporting capabilities that support both in-incident monitoring and post-incident analysis, without capturing survivor PII. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achieveable scope. |
| 48 | Are there requirements for logging security-related events such as automatic logouts, session resets, or PII deletion? | Yes. Kiosk platforms must log key security-related events, including session start and end, automatic timeouts and logouts, failed login attempts (where applicable), PII deletion events, and administrative actions such as software updates or configuration changes. These logs should be timestamped, tamper-evident, and exportable for audit and incident-response purposes, but must not include survivor PII or sensitive content. FEMA will also expect clear documentation of log retention policies and access controls. Logging approaches should align with DHS/FEMA security and privacy requirements. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achieveable scope. |
| 49 | What level of system health or status reporting (e.g., connectivity, peripheral availability) is desirable, given privacy considerations? | FEMA wants clear visibility into kiosk operational status at an aggregate and device level, without exposing survivor data. At a minimum, health reporting should cover online/offline status, network connectivity state, basic performance indicators, and the status of critical peripherals (e.g., camera, audio, printer if present). Alerts for conditions that impede service—such as repeated failures to connect to the CRM, storage nearing capacity for temporary buffers, or peripheral malfunctions—are highly desirable. All such telemetry must exclude PII and be compatible with FEMA’s cloud-native monitoring tools. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achieveable scope. |
| 50 | Under what circumstances does FEMA expect survivors to transition from self-service kiosk use to live staff-assisted support? | Transition is expected when a survivor encounters difficulty completing a task, presents with complex or sensitive issues, or explicitly requests help. Examples include confusion about eligibility or determinations, challenges understanding or responding to RFI letters, issues with identity verification, or multiple prior unsuccessful attempts to upload required documents. Survivors with disabilities, limited English proficiency, or low literacy may also require escalation even for seemingly routine tasks. Kiosks should make it straightforward to move to staff or call-center assistance—through a clear “Need help?” option or similar mechanism—without forcing survivors to restart their entire interaction FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achievable scope. |
| 51 | Is it important for FEMA or SLTT staff (or FEMA Call Center Agents) to have visibility into information already entered by the survivor during earlier stages? | Yes. A central goal of IA Modernization is that staff and call center agents can see relevant information entered by survivors—whether via kiosks, web, or phone—through the Salesforce-based CRM and associated systems. This reduces the need for survivors to repeat information, improves consistency of advice, and enables more efficient problem resolution. Visibility should respect role-based access controls and privacy constraints, but the underlying data should be shared across channels. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achievable scope. |
| 52 | For kiosks deployed without onsite FEMA staff, what capabilities must FEMA Call Center Agents have (e.g., view kiosk screen, remote access, two-way audio via audio jack)? | In unattended deployments, call center agents should at minimum be able to speak with the survivor via audio (through a kiosk-connected handset/headset or the survivor’s own phone) and guide them through on-screen steps. Where feasible, agents should also be able to see what is on the kiosk screen (screen sharing or mirrored view) and, in some cases, take remote control with the survivor’s consent to help navigate complex forms. Solutions should integrate with FEMA’s Salesforce CRM and cloud telephony environment or provide compatible, FedRAMP Moderate alternatives. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achievable scope. |
| 53 | Are there specific privacy or security constraints related to Call Center Agent support in high-traffic DRC environments? | Yes. Audio interactions must be designed to minimize the risk of conversations being overheard in busy, open spaces—using private audio paths (e.g., audio jack/handset) rather than open speakers wherever possible. Any remote viewing or control of the kiosk screen must be session-based, time-limited, and clearly indicated to the survivor, with no persistent recording of sensitive on-screen content unless explicitly authorized by FEMA policy. Agents should authenticate to the remote-support platform using agency-approved identity mechanisms, and access should be logged for audit. FEMA recognizes not all of these capabilities may be achievable in the prototype and is committed to working with the selected vendor or vendors on reasonable and achievable scope. |
| 54 | What criteria will FEMA use to evaluate the success of Mobile Kiosk Unit prototypes (e.g., throughput, survivor satisfaction, staff time savings)? | Prototype success will be evaluated on a combination of operational, survivor-experience, and staff-experience metrics. These include the number and type of transactions completed via kiosks, reductions in queue times and repeat visits for routine tasks, and feedback from survivors about ease of use and perceived value. FEMA will also assess staff perspectives on whether kiosks meaningfully reduce time spent on basic registrations, document uploads, and status checks, thereby allowing more focus on complex cases. Reliability, security posture, and ease of deployment and support will also factor into the evaluation. |
| 55 | How does FEMA define success for self-service kiosks in reducing routine workload while maintaining service quality? | Success means that a meaningful share of straightforward activities—such as document uploads, simple status checks, and basic profile updates—are reliably completed via kiosks without increasing error rates or confusion. Staff at DRCs and call centers should report measurable reductions in time spent on these routine interactions, without declines in accuracy or survivor satisfaction. At the same time, survivors should feel that kiosks are easy to use, clearly explain what they are doing, and provide simple paths to human assistance when needed. Ultimately, kiosks should serve as an additional, not exclusive, option that enhances overall service quality. |
| 56 | What outcomes would indicate that the staged survivor interaction approach is effective at improving efficiency and experience? | FEMA would look for evidence that survivors can move smoothly from initial triage to self-service for appropriate tasks, and then to staff-assisted channels only when necessary. Indicators include lower average handling times for complex cases (because routine work is offloaded), fewer repeat visits or calls for simple follow-ups, and higher completion rates for requested documentation. Survivor surveys and qualitative feedback should reflect reduced confusion about “who does what” across agencies and channels. Consistent data quality and fewer redundant data entry steps would also signal that the staged approach is working. |
| 57 | How will lessons learned from prototype deployments inform potential follow-on acquisition or scaling efforts? | Prototype deployments will be used to refine requirements, validate which features provide the greatest value, and identify any design or operational issues that need to be addressed before scaling. FEMA will analyze usage patterns, survivor and staff feedback, failure modes, and total cost of ownership to determine the most cost-effective and operationally suitable kiosk configurations. These findings will inform any follow-on acquisition strategy, including decisions on quantities, deployment models (owned vs. leased vs. managed service), and technical standards. Lessons learned will also be fed back into the broader IA Modernization roadmap and CRM design. |
| 58 | Does the government expect these kiosks to disburse or receive payments while they are deployed in disaster or emergency areas? | No. FEMA does not expect kiosks to disburse or receive payments in the prototype phase or in envisioned future deployments. All financial assistance disbursement will continue to be handled through established FEMA payment channels and banking systems, not through kiosk-based transactions. As such, kiosks do not need to support payment card readers, cash handling, or similar financial peripherals. This also simplifies security and compliance requirements. |
| 59 | The RFI states responses are due '3:00PM EST, Friday, February 7th, 2026.' Please confirm the correct due date/time (note: Feb 7, 2026 falls on a Saturday). | The correct due date and time for RFI responses is 3:00 PM Eastern Standard Time (EST) on Friday, February 7, 2026, as stated in the RFI. FEMA acknowledges that the calendar date also corresponds to a Saturday, and this discrepancy will be corrected in any subsequent communication or amendment if necessary. For purposes of this RFI, vendors should plan to submit by 3:00 PM EST on Friday of that week. |
| 60 | Does FEMA have an anticipated quantity for the prototype phase ("initial kiosks"), and is there a desired delivery window or target field-test start date? | The exact number of prototype kiosks will depend on proposed unit costs and overall solution design, but FEMA anticipates a modest initial deployment sufficient to test in multiple DRCs and partner environments. For planning purposes, vendors should assume on the order of several dozen units rather than hundreds for the initial prototype phase. FEMA’s notional target for prototype delivery and field testing is late Spring to early Summer 2026, with a view toward informing potential scaling decisions for a broader deployment by mid-2027. Vendors should clearly describe how their delivery timelines would align with these milestones. |
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