Vital Statistics Call Center (VSCC)

The Texas Health and Human Services Commission (HHS) is seeking a contractor to operate the Vital Statistics Call Center (VSCC), a comprehensive service designed to manage high-volume inquiries related to vital records such as birth, death, and marriage certificates. The Request for Proposal (RFP) requires vendors to demonstrate operational capabilities in establishing and managing a fully functional call center with robust technology infrastructure, staffing plans, and customer service standards. Key deliverables include processing vital records requests, maintaining high performance metrics such as call answer rates, average handle times, and first-call resolution targets, and providing exceptional customer service. Potential bidders must showcase expertise in call center operations, knowledge of vital statistics processes, and ability to meet stringent performance expectations. The solicitation was posted on December 5, 2025, with proposals due by January 8, 2026, and includes comprehensive exhibits (A-P) detailing scope of work, operational requirements, and evaluation criteria. Vendors will be assessed on their proposed costs, operational capabilities, technology infrastructure, staffing plans, and demonstrated experience in managing similar high-volume service centers.

The procurement may include set-asides for small businesses or disadvantaged vendors in accordance with Texas procurement policies, potentially creating opportunities for diverse business participation. While specific set-aside percentages are not explicitly detailed in the provided documentation, the HHS appears to encourage inclusive bidding practices. The solicitation does not specify the current incumbent vendor, suggesting this might be a new or re-competed contract. Technical requirements indicate that the successful vendor must integrate with existing HHS systems and infrastructure, demonstrating technological adaptability and compatibility. Although precise budget ranges are not disclosed, the comprehensive nature of the exhibits and the complexity of the call center requirements suggest a significant contract value. The contract term is anticipated to be multi-year with potential renewal options, providing long-term stability for the selected vendor. Prospective bidders will need to demonstrate financial stability, proven call center management experience, and the capacity to handle the substantial operational requirements of the Vital Statistics Call Center.