Labware Customer Care Program (LCCP) Support Srvc

The Texas Health and Human Services Commission (HHSC) is requesting bids for Labware Customer Care Program (LCCP) Support Services under IFB HHS0017889, with responses due September 15, 2026 at 10:30 AM Central Time. The question deadline was September 4, 2026, with posted clarifications dated September 9, 2026.

The scope is software maintenance and support for the Labware application used by the Department of State Health Services laboratory for lab data management. The contractor shall provide 120 additional hours per month beyond the existing 40 hours per month of support, delivered remotely with online service delivery, remote configuration management, and system administration. Services must be performed Monday through Friday, 8 a.m. to 5 p.m. Central Time, with a four-hour response time for service calls and one-hour response time for emergencies. Outside regular business hours and emergency services require written approval and are billed at rates specified in the Pricing Sheet. Contractor personnel must have a minimum of three years of relevant experience, provide three verifiable references, and pass comprehensive background checks including criminal and sex offender screening.

The initial contract term runs from award through December 31, 2026, with a potential one-year extension option at HHSC's sole discretion subject to funding availability. Pricing must be firm and fixed using the Pricing Sheet (Exhibit C) for all services, labor, equipment, materials, and supplies, with pricing valid for 240 days from submission. The contractor must provide comprehensive insurance including Commercial General Liability of $1,000,000 per occurrence, Commercial Automobile Liability of $1,000,000 combined single limit, Professional Liability of $1,000,000, and Umbrella Liability of $1,000,000. The contractor must comply with E-Verify requirements, maintain company uniforms and identification badges for on-site personnel, and provide 24-hour emergency contact information for at least two personnel. No guarantee of volume, usage, or compensation is provided; the contract is subject to appropriations and availability of funds.