Request for Proposals for Crisis Training and Quality Assurance Software

Integral Care of Travis County, Texas is seeking an off-the-shelf artificial intelligence software application for crisis training and quality assurance through a Request for Proposals (RFP). The procurement targets a comprehensive software solution to support crisis phone call training and quality management across 46 business locations serving approximately 920 employees. The software must provide training modules with role-play scenarios for various crisis situations, integrate with existing systems including Microsoft products, email/calendaring systems, and the Genesys PureCloud crisis hotline platform. The RFP will be evaluated using a 131-point scoring system that covers General Information (8 points), Financial (4 points), Risk Profile (16 points), Software/Services (57 points), Security (24 points), Equity and Inclusion (12 points), and HUB certification (up to 10 points). Key proposal deadlines include questions due by December 31, 2024, at 5:00 PM CST, and final proposals due on January 14, 2025, at 5:00 PM CST. The anticipated contract term is three years with two optional one-year renewal periods, commencing approximately March 1, 2025.

The RFP encourages participation from Historically Underutilized Businesses (HUB) and includes up to 10 additional points for HUB certification. Vendors must provide detailed pricing for up to 100 software licenses, including comprehensive cost breakdowns for equipment, installation, licensing, and maintenance. Insurance requirements are stringent, mandating General Liability ($1M per claim, $3M aggregate), Automobile Liability ($1M), Worker's Compensation (statutory limits), Employer Liability ($1M), and Cyber Liability coverage. While no incumbent vendor is specifically mentioned, the software must seamlessly integrate with Integral Care's existing technological infrastructure. The procurement emphasizes racial equity and inclusion in both service delivery and business practices. Although a specific budget range is not disclosed, vendors are expected to provide comprehensive pricing for a multi-year contract supporting 100 potential user licenses across a complex crisis management environment.