Orchard Annual Platinum Level Support and Maintenance for System Administration

The Texas Health and Human Services Commission (HHSC) Procurement and Contracting Services division is requesting bids for Orchard Annual Platinum Level Support and Maintenance for System Administration services on behalf of both HHSC and the Texas Department of State Health Services (DSHS), with responses due August 11, 2026 at 10:30 a.m. Central Time under IFB HHS0017712. The questions deadline has passed (July 30, 2026), with responses to questions posted as an addendum on August 3, 2026.

The scope encompasses annual Platinum Level support including software upgrades, basic and premium upgrade project packages, 24/7/365 remote support via phone, online, or email, interactive technical training, access to Orchard Resource Central, thirty-two hours of remote professional services, and monthly ticket reports. Support is provided remotely Monday through Friday, 8 a.m. to 5 p.m. Central Time, with four-hour response time for standard service calls and one-hour response time for emergency services.

The historical monetary value for the same or similar services is $170,185.52 for the period September 1, 2025 through August 31, 2026, provided as a guideline only and not representing anticipated actual quantities. The contract will run for an initial term of one year (September 1, 2026 through August 31, 2027) with up to four renewal options of one year each and one additional extension option of up to one year at HHSC's sole discretion. Pricing must be submitted as firm, fixed prices on Exhibit C with no price guarantees regarding volume or usage.

Bidders must have a minimum of five years of relevant experience, with assigned personnel holding at least three years of relevant experience. Required insurance includes workers' compensation, commercial general liability ($1,000,000 per occurrence), commercial automobile liability ($1,000,000 combined single limit), professional liability ($1,000,000), and umbrella liability ($1,000,000). Background checks on all contractor and subcontractor personnel are required prior to work commencement; personnel with sex offender, child or adult abuse, or fraud convictions are prohibited from contract work. Mandatory submissions include Exhibit A (HHS Solicitation Affirmations), Exhibit C (Pricing Sheet), and Exhibit D (Bidder Reference and Contractor Qualifications Form with a minimum of three verifiable references). Awards are contingent on HHSC Executive Commissioner approval, with HHSC reserving the right to make single or multiple awards based on best value considerations including bidder qualifications, performance delivery capability, and price.