Alabama Department of Public Health Center For Health Statistics

Request for Proposals

Specifications for Vital Records Processing Services for the Alabama Center for Health Statistics

RELEASE DATE:

OCTOBER 14, 2026

Specifications for Vital Records Processing Services

The Center for Health Statistics (CHS) within the Alabama Department of Public Health is seeking a supplier to provide vital records processing services via telephone, Internet, fax, in-person and mail.

The vital records telephone and fax ordering process requires the caller to provide the telephone operator with the search information for the requested vital record, credit or debit card information, telephone number and mailing address. The telephone operator must accurately and completely input the information provided, authenticate the caller’s identity and process payment if successfully authenticated.

In-person requests for Alabama vital records are processed by front counter personnel. The applicant must complete an application and submit it along with the appropriate fee and valid identification to the front counter employee for processing. Front counter personnel manually scan each request into the ViSION System for searching. Funeral homes needing same day service to receive death certificates for recent deaths must go through the in-person process to fulfill this need.

The mail operations consist of opening, sorting and placing incoming mail in the appropriate CHS division mailboxes and work baskets. The mail staff also bundles mailed vital records requests into workable batches, posts and deposits submitted fees and inputs the request information into the ViSION System for searching. The mail staff is also responsible for mailing the vital records certificates to the applicants and returning insufficient and ineligible requests to the applicants.

Vital records requests are also completed directly by applicants via the Internet. Customers input all of the required search information online, along with their credit or debit card information, telephone number and mailing address. The completed requests are downloaded by CHS telephone staff who manually scan the electronic applications into the ViSION System for searching. The telephone staff is also responsible for mailing out the vital records certificates to the applicants and contacting applicants regarding insufficient and ineligible requests.

Supplier Response Requirements for Vital Records Processing Services

The supplier and all supplier employees performing vital records processing services must be physically located in the United States.

The supplier must have a minimum of three (3) years of experience implementing and maintaining the same or similar service(s) for other government agencies.

The supplier must provide a minimum of three (3) references from other vital records jurisdictions where the same or similar service(s) were successfully implemented and are still active.

The supplier must be able to provide a live demonstration of the requested service(s) to CHS management if requested during the RFP process.

The supplier must be able to go live with the requested service(s) within sixty (60) days of contract award.

The supplier must provide the requested service(s) at no cost to the Department and must assume all responsibility and liability for any chargebacks.

Telephone/Fax Processing Services

1. The Supplier Must Provide Call Center Services for Customers Who Call to Inquire About Alabama Vital Records or Desire to Order Alabama Vital Records Via the Telephone or Fax Using a Credit or Debit Card. The Professional Call Center Shall Handle All Customer Inquiries for Telephone, Fax and Internet Requests.

a. Supplier Must Provide a Dedicated Toll-Free Number for Customers to Connect to Supplier’s Customer Operations Department.

i. All customer calls must be directed to the supplier’s dedicated toll-free number.

ii. Representatives must be available at a minimum from 7:00 a.m. to 7:00 p.m.

CST, Monday through Friday on State business days to assist customers with new order placement, order status inquiries or other order-related issues, resolve shipping or billing errors, handle customer complaints and provide general vital records information at no cost to the Department.

iii. Call assistance must be available in a minimum of English and Spanish and be ADA compliant.

iv. All telephone agents must be thoroughly trained, background-checked and monitored regularly for performance.

v. Online chat services, email correspondence and social media outlets must be available for support.

vi. Experienced managers, trainers and analysts must be available to support all operational functions.

vii. Supplier must be able to track an order from inception through the processing pipeline, all the way through to delivery.

viii. Supplier must provide a full refund, at no cost to the Department, including certificate fees, processing fees and/or shipping fees to customers who do not receive requested services due to supplier’s call center errors.

ix. Supplier must notify CHS immediately of a data breach via email and/or telephone.

b. Supplier Must Authenticate Identity of Telephone Customers.

i. Highly reliable security products designed to authenticate the identity of callers must be integrated into the telephone ordering process.

ii. Entitlement safeguards through authentication and verification services must be in place.

iii. Security guidelines and HIPAA requirements must be strictly enforced for the protection of customer data.

c. Supplier Must Have the Capability to Securely Process Credit and Debit Card Payments for Telephone and Fax Orders for Alabama Vital Records.

i. The highest level of cardholder data security must be implemented for telephone orders.

ii. Customers ordering multiple vital records at the same time must only be charged one customer convenience fee.

iii. Supplier must guarantee same business day payment of vital records fees to

CHS.

d. Supplier Must Meet the Compliance Standards under Section 508 of the Rehabilitation Act to Serve Hearing Impaired Callers.

i. Telecommunications Device for the Deaf (TDD) and a dedicated Text Telephone (TTY) must be provided to allow the hearing and/or speech impaired equal access to any automated telephone service.

e. Supplier Must Automatically Record 100% of the Calls.

i. A quality monitoring team must be in place to review and grade the agents’ calls based on an established scorecard. Supplier must provide CHS with a copy of the scorecard for review if requested.

ii. Calls must be selected at random without agent knowledge to allow for uninhibited observation and supervisor evaluation.

iii. CHS management and authorized supplier personnel must be allowed to review any call upon request via telephone conference.

iv. Call data must be retained by supplier a minimum of twelve (12) months.

f. Supplier Must Contact Applicant to Request Additional Information Needed to Complete Telephone Orders.

i. Initial contact to request additional information from the applicant must be made by the supplier within twenty-four (24) hours of receiving the request.

ii. Email reminders must be automatically generated if the customer’s documentation has not been received within a specific amount of time.

g. Supplier Must Possess Infrastructure to Transmit Telephone Orders to CHS for

Processing.

i. Telephone orders must be available for downloading by CHS staff several times a day with the first download available no later than 7:00 a.m. CST and the last download available no later than 2:00 p.m. CST each State business day.

h. Supplier Must Be Able to Automatically Transition to Battery Backup in the Event of a Localized Power Loss.

i. The supplier battery backup must be able to support the full load of all call center operations until the generator comes online.

ii. Supplier must be able to ensure operations can continue to run on generator for an extended period of time in the event of a widespread outage.

In-Person Processing Services

2. Supplier Must Provide a Self-Service Kiosk System to Allow In-Person Vital Records Customers the Capability to Order a Vital Record and Make a Payment Using a Credit or Debit Card or Check.

a. Supplier Must Provide In-Person Kiosks at No Cost to the Department.

i. Supplier must supply, install, maintain and support one or more kiosks in Alabama Vital Records offices.

ii. Kiosk(s) will be located in designated area(s) as agreed upon by both parties and shall include adequate signage with clear and concise user instructions.

iii. Kiosk(s) must be user-friendly while maintaining the customer’s confidentiality and complying with Alabama Vital Statistics Laws and Rules.

iv. Kiosk(s) shall verify the identity and payment acceptance as required by online orders.

v. In the event of identity verification failure or declined payment, kiosk(s) will direct customer to Vital Records personnel.

vi. Kiosk(s) will collect required information and upon order completion, generate an order confirmation for the customer and/or Vital Records office.

vii. Kiosk(s) must have capability to be integrated into CHS internal processing system (ViSION System) to create a seamless process.

viii. Supplier must guarantee same business day payment of vital records fees to Vital Records.

3. Supplier Must Provide Funeral Home Portal Services to Give Funeral Homes the Ability to Quickly and Efficiently Order Multiple Death Certificates.

a. Supplier Must Provide an Interface Specifically Designed for Funeral Home Requests for Vital Records.

i. Supplier must provide an interface that allows registered funeral homes the option to order multiple copies of different records within an order for a pre-determined fee.

ii. Supplier must provide expedited shipping options that combine multiple orders placed.

iii. Supplier must provide capability for funeral home orders to be integrated into the CHS internal processing system (ViSION System) to create a seamless process.

iv. Supplier must guarantee same business day payment of vital records fees to

Mail Processing Services

4. Supplier Must Provide Mail Processing Services for Customers Requesting Alabama Vital Records Through the Mail.

a. Supplier Must Provide Secure Mail Operations at No Cost to the Department.

i. Supplier must receive incoming mail for CHS.

ii. Supplier must manually open and sort applications to include handling payments.

iii. Supplier must handle consumer calls related to mail applications.

iv. Supplier must securely handle all application data and securely store all paperwork.

v. Supplier must have capability to integrate mail requests into CHS internal system (ViSION System) to create a seamless process.

vi. Supplier must guarantee same business day payment of vital records fees to

Online Processing Services

5. Supplier Must Supply, Install and Host a Web-based Remote Ordering System for Alabama Vital Records Which Must be Compatible with All Major Desktop and Mobile Browsers.

a. Supplier Must Provide Online Services at No Cost to the Department.

i. The system must securely operate in a PCI-DSS Level 1 environment for payment authorization and data storage.

ii. The system must include a credit card and debit card processing interface.

iii. The supplier must provide and install all hardware and software for the system, as well as train CHS staff in the use and operation of the hardware and software at no charge to the Department.

iv. The system should provide a direct link from the Department’s website to the supplier’s website order page.

v. The system must allow customers the option to order multiple certificates and types of certificates on the same authorization.

vi. The system must collect the required information from the customer to either locate or conduct a thorough search for the vital record being requested and collect the required information to verify the customer’s identity using the supplier’s identity verification system.

1. The supplier must follow up on any request that fails the identity verification process in order to obtain copies of the required identification verification documents.

2. The supplier must allow customers who fail identify verification the option to electronically submit required identity verification documentation for review.

3. The supplier shall review any verification documentation submitted by a customer to determine validity and to ensure CHS policies are followed.

Approved documentation will be attached to the order and provided to

CHS and insufficient documentation shall be followed up on by the supplier.

vii. The supplier must ensure that the customer has a legal right to the vital record or information being requested, with any questionable relationship issues clarified before transmitting request to CHS.

1. The supplier must maintain a current manual approved by CHS which details requirements and entitlement rights for requesting and receiving Alabama vital records.

2. The supplier must comply with HIPAA requirements for protecting private health data as it processes applications for restricted birth and death records.

viii. Internet orders must be available for downloading by CHS staff several times a day with the first download available no later than 7:00 a.m. CST and the last download available no later than 2:00 p.m. CST each State business day.

ix. The system should include the ability for CHS personnel to independently access customer requests and process additional fees to previous transactions or new charges for new transactions.

x. The system should generate email confirmations for all Internet orders that include the order number and order status but restrict PII.

1. The system shall send email notifications as order status is updated to customers who provide an email address.

2. The supplier must follow up with the customer by phone or email when credit or debit card payment declines.

xi. The supplier must provide overnight courier shipping service with delivery guaranteed before noon within the contiguous forty-eight (48) states. Shipping labels with barcodes should automatically be generated by the system.

xii. The supplier must guarantee same business day payment of vital records fees to

Contract Terms and Conditions

Award will go to the proposal that conforms to the solicitation and is the most advantageous to the state, taking into consideration price and evaluation factors. The award will also be recommended to the Division of Procurement, which will issue the Intent to Award.

Discussions may be conducted with offerors who submit proposals determined to be reasonably sufficient for selection for award, but proposals may be accepted without such discussions. If additional information or discussions are needed with any offerors, the offeror(s) will be notified. The contract will be for up to 5 years. The initial contract will be for 2 years, subject to the Chief Procurement Officer's approval. An option to renew for another 2-year period, followed by a 1-year period upon agreement of the awarded supplier, the department, and the Chief Procurement Officer.

Submission Requirements:

All proposals must be mailed or hand-delivered to the Alabama Division of Procurement in a sealed envelope or box by the date noted below. The package must be labeled with the solicitation number and proposal title. The package must include one (1) electronic copy of the proposal on a USB drive. It is the sole responsibility of the contractor to ensure submissions are received by the specified deadline.

Proposals must be received by 4:30 PM CST, November 16, 2026, at:

Alabama Department of Finance Division of Procurement 100 North Union Street, Suite 192 Montgomery, Alabama 36104

Questions:

Written questions or comments regarding this RFP must be submitted via electronic mail message to rfp.questions@procurement.alabama.gov by 5:00 PM on October 28, 2026. Questions and answers will be posted to the RFP in Alabama Buys following the question deadline.

Alterations:

ADPH reserves the right to revise this RFP, to alter any deadlines or revise any part of this RFP by issuing an addendum to same. Addenda, if any, will be posted to the Alabama Buys website at https://alabamabuys.gov/. It is the responsibility of the Offeror to check the website for addenda to the RFP, if any.

Waiver of Administrative Informalities:

The State of Alabama reserves the right to reject or accept any and all proposals and to waive any informality in any proposal. The best interests of ADPH shall be considered the determining factor in selecting or not selecting an Offeror.

Proposal Rejection/RFP Cancellation:

Issuance of this RFP in no way constitutes a commitment by ADPH to award a contract. ADPH reserves the right to accept or reject, in whole or part, all proposals submitted and/or cancel this RFP if it is determined to be in ADPH’s best interest. ADPH also reserves the right to withdraw this RFP at any time or terminate the contract resulting from this RFP with advance notice without penalty. ADPH reserves the right to cancel the contract for any reason by providing 30 days’ written notice to Offeror.

Changes and/or Withdrawal of Proposal:

An Offeror may withdraw a proposal that has been submitted at any time up to the date and time the proposal is due. To accomplish this, a written request signed by the authorized representative of the Offeror must be e-mailed to the addresses referenced herein. No additions or changes to an original proposal will be allowed unless specifically requested in writing and e-mailed to the addresses referenced herein by the authorized representative of the Offeror.

Errors and Omissions in Proposal:

ADPH reserves the right to make corrections or amendments due to errors identified in proposals by ADPH or by the Offeror. ADPH, at its discretion, has the right to request clarification or additional information from the Offeror. Compliance with Laws: Offerors acknowledge and agree to comply with all applicable State regulations and laws, Federal regulations and laws, and ADPH policies, guidelines, and standards.

Protest Period:

A Notice of Intent to Award to the supplier(s) selected will be issued. Qualified Offerors aggrieved in connection with the solicitation of a contract may protest to the Chief Procurement Officer. State of Alabama Department of Finance Administrative Code Regulations at administrative-code-355-4-1-01-thru-06.pdf (alabama.gov).

Requested Services Supplier Service Fee (per transaction)

Estimated Annual Volume (# of transactions) mailto:rfp.questions@procurement.alabama.gov https://alabamabuys.gov/

Telephone/Fax Processing $ 1,000

In-Person Kiosks $ 304,000 *Estimate includes CHS and all County Health Department transactions

Funeral Home Portal Services $ 87,800

*This is an overestimation which includes ALL death certificate requests; not all requests originate from funeral homes.

Mail Processing Services $ 27,400 Online Processing Services $ 39,200

Evaluation Factor Points Score Supplier Response Requirements for Vital Records Processing Services The supplier and all supplier employees performing vital records processing services must be physically located in the United States.

Supplier must have a minimum of three (3) years of experience implementing and maintaining the same or similar service(s) for other government agencies.

The supplier must provide a minimum of three (3) references from other vital records jurisdictions where similar service(s) have been implemented and are still active. 2 The supplier must be able to provide a live demonstration of the requested service(s) to CHS management if requested during the RFP process. 5 The supplier must be able to go live with the requested service(s) within 60 days of the contract award. 2

The supplier must provide the requested service(s) at no cost to the Department and must assume all responsibility and liability for any chargebacks. 5 Total Supplier Response Requirements for Vital Records Processing Services Score 18

Telephone/Fax Processing Services Points Score The supplier must provide call center services for customers who call to Inquire about Alabama vital records or desire to order Alabama vital records via the telephone or fax using a credit or debit card; the professional call The center shall handle all customer inquiries via telephone, fax, and the Internet.

The supplier must provide a dedicated toll-free number to customers to connect to the supplier's customer operations department. 2 The supplier must authenticate the identity of telephone customers. 10 Supplier must have the capability to securely process credit and debit card payments for telephone and fax orders for Alabama vital records. 5 Supplier must meet the compliance standards under Section 508 of the Rehabilitation Act to serve hearing impaired callers. 2 The supplier must automatically record 100% of the calls. 2 The supplier must contact the applicant to request additional information needed to complete telephone orders. 2 The supplier must possess the infrastructure to transmit telephone orders to CHS for processing. 2 The supplier must be able to automatically transition to battery backup in the event of a localized power loss. 2 Total Telephone/Fax Processing Services Score 37

Supplier offering the lowest cost to the client 20

Total Cost 20

In-Person Processing Services Points Score Suppliers must provide a self-service kiosk system that allows in-person vital records customers to order vital records and pay by credit or debit card or by check. 5 Total In-Person Processing Services Score 5

Funeral Home Portal Points Score The supplier must provide funeral home portal services that enable funeral homes to order multiple death certificates quickly and efficiently. 3 The supplier must provide an interface specifically designed for the funeral Home requests for vital records. 2 Total Funeral Home Portal Score 5

Mail Processing Services Points Score The supplier must provide mail processing services for customers requesting Alabama vital records through the mail. 5 Total Mail Processing Services Score 5

Online Processing Services Points Score Suppliers must supply, install, and host a web-based remote ordering system for Alabama vital records, which must be compatible with all major desktop and mobile browsers. 10 Total Online Processing Services Score 10

Total Evaluation Factor Score Points Score Total Supplier Response Requirements for Vital Records Processing Services Score 18 Total Telephone/Fax Processing Services Score 37 Total In-Person Processing Services Score 5 Total Funeral Home Portal Score 5 Total Mail Processing Services Score 5 Total Online Processing Services Score 10 Total Cost 20 Total Overall Score (Maximum Points - 100)