Invitation for Bid for Member Welcome Calls

University of Utah Health is conducting an Invitation for Bid (IFB #01242025MC) for electronic communication services specifically targeting member welcome calls within their Health Plans department. The procurement covers automated phone call and survey services for University of Utah Health Plans (UUHP), University of Utah Health Insurance Plans (UUHIP), and Health Choice Utah (HCU). Vendors must demonstrate capabilities to receive member intake lists via Excel spreadsheet, automate pre-recorded phone calls with integrated surveys, provide detailed call reporting, schedule calls at predetermined times, manage callback schedules, and modify pre-recorded messages within fourteen days of request. Key deliverables include comprehensive member welcome communications with precise tracking of call outcomes, message delivery, member interactions, and follow-up protocols. Evaluation will be conducted on a pass/fail basis for mandatory requirements, with contract award going to the lowest responsive and responsible vendor. Critical submission deadlines include bid inquiry questions due by March 21, 2025, and final proposals due electronically through BidNet Direct by 2:00 PM Mountain Time on March 27, 2025. Vendors must comply with extensive background check requirements, including FACIS Level 3 criminal background checks, drug screening, and current immunizations for healthcare workers.

The solicitation does not explicitly indicate specific set-aside designations or restrictions for disadvantaged enterprises. The estimated annual call volume is 36,000 calls, with vendors required to provide unit pricing for phone call survey, message, reply, and reporting services. Specific pricing must be entered only in yellow-highlighted fields of the cost proposal attachment, with any deviation potentially rendering the bid non-responsive. The university reserves the right to reject any or all submittals while complying with Utah State Procurement Code and has structured the procurement to remain flexible, potentially not entering into an agreement after reviewing proposals. The contract will include standard Net 30-day payment terms and F.O.B. destination shipping. While a specific budget range is not explicitly stated, vendors must provide precise unit pricing for both phone call and optional text message survey services. The bid will remain valid for a minimum of 120 days after the bid opening, providing potential vendors with a clear timeline for potential contract execution.