CCR Hotline

The state of Illinois, through the Illinois Department of Public Health (IDPH) Office of Health Care Regulation, is seeking a vendor to provide 24-hour answering services for the Central Complaint Registry (CCR) hotline. The selected vendor will be responsible for answering calls, obtaining specific information from callers, and contacting the on-call IDPH/OHCR Senior Public Service Administrator in certain emergency situations. The contract term is 36 months, with an estimated total of 55,252.80 hours of service required over the contract period. The vendor must provide a monthly service fee to cover a maximum of 127.9 hours per week for incoming and outgoing communications. The vendor must possess all mandatory qualifications and offer the lowest price, as IDPH reserves the right to reject all offers that fail to meet any requirement. Vendors must also be able to email all non-immediate jeopardy complaints to the IDPH/OHCR and Central Complaint Registry incoming mailboxes, as well as provide audio recordings of calls upon IDPH's request. The RFQ has a posted date of May 2, 2024, and a due date of May 14, 2024.

This procurement is a small purchase opportunity and is limited to small businesses only. The current incumbent provider is A & A Answering Service, who has been providing the requested services under a previous contract that has now reached the end of its term. No specific details were provided regarding subcontracting to minority-owned, women-owned, or other types of small or disadvantaged businesses. The award will be based solely on the lowest bid, and the anticipated contract value was not disclosed.