2-1-1 Texas Information and Referral Network (TIRN)

The Texas Health and Human Services Commission (HHSC) has issued a Request for Information (RFI) for a Customer Relationship Management (CRM) and Information and Referral Database software application for the 2-1-1 Texas Information and Referral Network (TIRN). The procurement seeks a comprehensive software solution to support 25 Area Information Centers serving all 254 Texas counties with 24/7/365 operations. The system must accommodate over 10,000 daily calls, manage 50,000 active resource records, and maintain near 100% system availability. Key technical requirements include chat functionality, SMS capabilities, geo-location filtering, taxonomy terms management, and role-based security. Vendors are expected to provide detailed information about potential deployment options, including Software as a Service (SaaS), on-premise hosting at the Texas Department of Information Resources Data Center, or vendor-managed hosting. The RFI response deadline is July 26, 2022, at 10:30 AM Central Time, with submissions focused on gathering information about potential CRM solutions without commitment to a future solicitation.

The RFI does not specify explicit set-aside designations or restrictions on responding organizations. The current TIRN ecosystem comprises 25 competitively procured information and referral contracts across geographic regions, including four Emergency Service Escalation Centers. In fiscal year 2018, the existing system processed over two million calls and generated 1.7 million webpage views, indicating substantial operational scale. While no pricing information is being requested at this stage, vendors must describe their licensing models and potential cost drivers. The system must support the existing infrastructure of 25 regional centers and be capable of integrating with current technological environments. Although no specific budget range is mentioned, the complexity and scale of the system suggest a significant potential investment, with the solution needing to support a statewide network handling millions of interactions annually across all Texas counties.