Artifact D - TCT Historical Incidents and Service Requests.pdf

This artifact documents historical incidents and service requests for the Take Charge Texas (TCT) application maintained by the Texas Health and Human Services Commission through the Department of State Health Services. The TCT system is an online platform that facilitates infectious disease reporting and service delivery across client, agency, and pharmacy portals. The solicitation (RFO HHS0014612v2) seeks a contractor to provide comprehensive maintenance and support services, including application workflow management, eligibility determinations, contracts management, and system reporting functions and interfaces. The contractor must employ Agile/Scrum methodology with sprint teams composed of five developers/analysts, a product owner liaison, a scrum master, and two testers. The pre-proposal conference was scheduled for November 12, 2025, with questions due by November 14, 2025, and proposals due December 8, 2025, at 10:30 a.m. Central Time. An award is anticipated in March-April 2026, with the contract effective date of June 2026. The initial contract term is three years, with options for HHSC to extend for up to two additional one-year periods.

The contractor must maintain the TCT system during standard business hours (Monday-Friday, 7:30 a.m.–5:30 p.m. Central Time) and meet service request response times ranging from less than one hour for critical incidents to two business days for low-priority issues. Historical data shows relatively low incident rates (one incident in 2024, one in 2025, two over 24 months) with moderate defect activity (362 defects closed over 24 months, predominantly low and medium severity). Historical compensation has been approximately $800,000 per state fiscal year, and respondents must demonstrate cost savings relative to this baseline. Contractors must possess five years of experience in maintenance and development services for similar systems, demonstrate financial solvency, carry mandatory insurance, and comply with state procurement regulations and Data Use Agreement requirements. The solicitation includes potential HUB subcontracting opportunities, and all confidential information must be maintained within the contiguous United States.