Statewide Intake Automatic Call Distribution

The Texas Health and Human Services Commission (HHSC), on behalf of the Department of Family and Protective Services (DFPS), has issued a Request for Information (RFI) for a Statewide Enterprise Administrative Automatic Call Distribution System. This procurement seeks a comprehensive VoIP-based solution capable of routing incoming phone calls 24/7 across approximately 250+ remote sites and supporting 13,000+ employees statewide. The system must replace the existing Statewide Intake (SWI) Automated Call Distribution System, Help desk, Administrative Phone System, and Finance hotline, with critical requirements including call recording capabilities, workforce management features, and full accessibility compliance. Vendors are required to submit responses in searchable PDF format, limited to 20 pages (excluding attachments), via email by May 24, 2021, at 10:30 A.M. Central Time. The RFI specifically aims to gather information about potential system capabilities, with detailed technical specifications outlined in accompanying exhibits, and emphasizes that this is an information-gathering exercise with no guarantee of future solicitation or contract award.

While the RFI does not specify explicit set-aside designations or vendor restrictions, it indicates that all submitted information becomes HHSC property and may be subject to public disclosure under the Texas Public Information Act. No incumbent vendors or specific budget ranges are directly mentioned in the available documentation. The system must support business continuity for both local and remote locations, suggesting a robust and flexible technological solution that can handle complex communication needs across a large, distributed workforce. Respondents should note that they will not be compensated for information submitted or costs incurred in developing their responses. The comprehensive nature of the RFI suggests a sophisticated technological procurement that will require vendors with extensive experience in enterprise-level call distribution systems, VoIP technologies, and public sector communication infrastructure.