Addendum 3.docx

This is an Addendum to a Request for Proposal (RFP 410-26-84962) issued by the Indiana Department of Administration on behalf of the Family and Social Services Administration's Division of Mental Health and Addiction (DMHA) for 988 Contact Center Services. The solicitation seeks up to five vendors to receive, answer, and respond to calls, chats, and texts made to the 988-prefix in Indiana, providing crisis intervention services on a 24/7/365 basis. The original submission deadline of December 1, 2025, at 3:00 PM ET has been extended to January 9, 2026, at 3:00 PM ET. Addendum 3 modifies the RFP boilerplate document by updating the Summary of Milestones (Section 1.24) and removes a Business Proposal Question from Attachment E. The anticipated contract go-live date is July 1, 2026, with a four-year base term and potential one-year renewal options. The pre-proposal conference was scheduled for October 7th, 2025.

Addendum 3 specifically adds diversity, equity, and inclusion requirements to Section 2.3.1 of the Business Proposal, requiring respondents to share leadership plans or efforts to measure and prioritize diversity, equity, and inclusion, as well as provide the demographic composition of executive staff and board members if applicable. The state has established contract goals of 8% Minority Business Enterprises, 11% Women Business Enterprises, and 3% Indiana Veteran Owned Small Businesses. All contact center operations must be conducted within Indiana, with vendors utilizing state-provided technological infrastructure including a shared telephony platform and Customer Relationship Management system. The cost proposal structure allocates 90% of the total bid amount through fixed monthly payments and 10% contingent upon achieving specified Key Performance Indicators, with potential performance-based incentive bonuses up to 10%. Vendors must be registered to do business in Indiana and accredited by the Federal 988 Lifeline Administrator.