Addendum 1.docx
DOCX document 95 KB Posted
- Attached to
- 988 Contact CentersBid Documents
- Solicitation number
- 410-26-84962
- Issued by
- Marion County, Indiana
About this file
This document is Addendum 1 for a Request for Proposal (RFP 410-26-84962) issued by the Indiana Department of Administration (IDOA) on behalf of the Family and Social Services Administration (FSSA) and Division of Mental Health and Addiction (DMHA). The solicitation seeks up to five vendors to provide 988 Contact Center Services, focusing on crisis intervention for mental health, substance use, and suicide-related emergencies. The proposal is due on December 1, 2025, at 3:00 PM ET, with a pre-proposal conference scheduled for October 7, 2025, at 10:00 AM. A subsequent IDOA Industry Day event is planned for October 9, 2025, from 8:00 AM to 12:30 PM, including pre-proposal conferences. The contract is anticipated to go live on July 1, 2026, with a four-year base term and potential one-year renewals.
The solicitation includes specific set-aside goals for diverse business participation, targeting 8% Minority Business Enterprises, 11% Women Business Enterprises, and 3% Indiana Veteran Owned Small Businesses. Vendors must be registered to do business in Indiana and be accredited by the Federal 988 Lifeline Administrator. The state will provide technological infrastructure, including a shared telephony platform and CRM system, preferring cloud-based solutions in Microsoft Azure or Amazon Web Services. The pricing structure involves 90% fixed monthly payments and 10% performance-based incentives contingent on achieving Key Performance Indicators (KPIs). All contact center operations must be conducted within Indiana, with vendors required to ensure comprehensive staff training in crisis intervention methodologies.
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Text version
STATE OF INDIANA
ADDENDUM #1
Request for Proposal 410-26-84962
INDIANA DEPARTMENT OF ADMINISTRATION
On Behalf Of Family and Social Services Administration (FSSA) Division of Mental Health and Addiction (DMHA)
Solicitation For:
988 Contact Center Services
Submission Form Due Date and Time:
December 1, 2025 @ 3:00 PM ET
Christina Garcia, Procurement Consultant cgarcia@idoa.in.gov Indiana Department of Administration Procurement Division 402 W. Washington St., Room W468 Indianapolis, Indiana 46204
Please access the sourcing event package and documents at https://www.in.gov/idoa/procurement/current-business-opportunities/.
Summary of Changes Deletions are indicated via strikethrough and additions have been made in red font in the corresponding documents.
I. RFP Boilerplate Document
1.5 Solicitation Outline
| Attachment K |
| Scope of Work |
| Attachment K1 |
| Average Call Volume |
| Attachment K2 |
| Contact Center Manual |
1.6 Pre-Proposal Conference
A pre-proposal conference will be held following IDOA’s Industry Day event at the date, time and location specified in Section 1.24. At this conference, potential respondents may ask questions about the solicitation and the solicitation process. Respondents are reminded that no answers issued verbally at the conference are binding on the State and any information provided at the conference, unless it is later issued in writing, also is not binding on the State.
1.24 Summary of Milestones
Key Dates
| Activity |
| Date |
| Issue of solicitation |
| September 23, 2025 |
| Pre-Proposal Conference |
| October 7th, 2025 |
at 10:00 AM IDOA Industry Day Indiana Government Center South Conference Center October 9, 2025 8:00am – 12:30pm Pre-Proposal Conferences 11:45-12:30pm Room # 18 image1.jpg
File details come from the government source that posted it. Updated .