After Hours Phone Answering Service

The California Department of Managed Health Care (DMHC) is seeking bids for an After Hours Phone Answering Service contract. The contract will cover a two-year term from August 1, 2024, through July 31, 2026, with an optional one-year extension. The successful bidder will be required to provide live back-up phone support for the DMHC's toll-free line outside of normal business hours, on weekends, and on state holidays. Key deliverables include accommodating deaf, hard-of-hearing, and speech-impaired callers, forwarding urgent call information to the DMHC on-call team within 15 minutes, and providing quality assurance measures. Bids are due by April 11, 2024, and the contract will be awarded to the lowest responsive and responsible bidder meeting the bid submittal requirements.

The procurement will be subject to Small Business, Non-Small Business Subcontractor, and Target Area Contract Preference Act preferences. The Disabled Veteran Business Enterprise (DVBE) participation requirement has been waived, but the DVBE Incentive Program will apply. The incumbent provider, Southwest Answering Service, Inc., has been providing similar services since August 1, 2017. The DMHC is currently satisfied with the incumbent's performance. The DMHC will reimburse the successful bidder based on the rates provided in their Cost Bid, which must be submitted using the provided Excel template.