Live Agent Services

The County of San Mateo is soliciting proposals for Live Agent Services (RFP No. 66000-2526-246) to support San Mateo Medical Center, a fully accredited public hospital and clinic system serving all residents of San Mateo County. The selected contractor will provide bilingual English and Spanish services including welcome and outreach calls to patients assigned to SMMC by the Health Plan of San Mateo, with warm handoffs to appropriate SMMC contacts for appointment scheduling requests. The contractor must also conduct SMS texting campaigns using lists and messaging provided by SMMC, maintain Do Not Call compliance through PBX phone system operations and list scrubbing for wireless versus non-wireless number identification, and deliver weekly statistical reporting via electronic delivery including daily XLSX files for completed transfers, Monday morning statistical summaries, and monthly SMS campaign reporting. Minimum qualifications require five years of experience providing similar services, legal authorization to conduct business in California, SAM.gov registration, confirmation of non-debarment status, and specified insurance coverage including General Liability of $1,000,000 per occurrence, Workers' Compensation as required by California, Professional Liability of $1,000,000 per occurrence/$3,000,000 aggregate, and Cyber Liability coverage including Privacy and Network Security and Technology Errors and Omissions. The contract term is five years, and evaluation will be based on Project Approach (30 points), Firm Qualifications (25 points), Team Qualifications (20 points), and Price (25 points). Questions and comments are due by May 18, 2026, at 1:00 p.m., and proposals must be submitted via the eProcurement portal by June 4, 2026, at 1:00 p.m.; there is no pre-proposal conference or site visit.

The County of San Mateo has adopted a Procurement Preference for Local Businesses Ordinance offering preference points of 5 percent for Local Businesses or Local Non-Profits, with additional 3 percent for Small Businesses or Small Non-Profits, or 5 percent for Micro Businesses or Micro Non-Profits, creating potential preferential points up to 10 percent. The contract is also subject to the County's Living Wage Ordinance, which establishes minimum wage rates currently at $17.00 per hour with subsequent increases tied to the Consumer Price Index for Urban Consumers, capped at 3.5 percent annually. All contractors must comply with comprehensive requirements including HIPAA as a Business Associate, Section 504 of the Rehabilitation Act, the Americans with Disabilities Act, corporate compliance and code of conduct standards, intellectual property assignment to the County, and vendor/contractor access policies for any County facility or network access. Fingerprinting certification is required for all employees and subcontractors with contact with children. No incumbent vendor or current contractor information is identified in the solicitation materials, and no specific budget or award value is disclosed; the contractor's total fiscal obligation shall not exceed an amount to be specified in Section 3 of the service agreement.