Addendum 2.docx

This is Addendum 2 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, with a submission deadline of December 1, 2025, at 3:00 PM ET. The contract will require vendors to receive, answer, and respond to calls, chats, and texts from Indiana residents experiencing mental health, substance use, or suicide-related crises, operating 24/7/365. The anticipated contract go-live date is July 1, 2026, with a four-year base term and potential one-year renewals, potentially extending the total contract period to five years.

The addendum includes updates to the RFP boilerplate document, specifically adding Attachment K3 (Crisis Lifeline Network Agreement Example) and modifying the solicitation outline. The procurement includes set-aside designations targeting diverse business participation, with contract goals of 8% Minority Business Enterprises, 11% Women Business Enterprises, and 3% Indiana Veteran Owned Small Businesses. Vendors must be registered to do business in Indiana, be accredited by the Federal 988 Lifeline Administrator, and conduct all contact center operations within the state. The state will provide technological infrastructure, including a shared telephony platform and CRM system, with a preference for cloud-based solutions. The payment structure is designed with 90% of the total bid amount disbursed through fixed monthly payments and 10% contingent on achieving specific Key Performance Indicators (KPIs).