Chant Call Center System Including Computer Assisted Telephonic Interviewing

06-24-26 RFP
STATE OF TENNESSEE
DEPARTMENT OF HEALTH
REQUEST FOR PROPOSALS
FOR
CHANT CALL CENTER SYSTEM INCLUDING COMPUTER
ASSISTED TELEPHONIC INTERVIEWING
RFP # 34320-19126
RFP CONTENTS
SECTIONS:
1. INTRODUCTION
2. RFP SCHEDULE OF EVENTS
3. RESPONSE REQUIREMENTS
4. GENERAL CONTRACTING INFORMATION & REQUIREMENTS
5. EVALUATION & CONTRACT AWARD
ATTACHMENTS:
6.1 Response Statement of Certifications & Assurances
6.2 Technical Response & Evaluation Guide
6.3 Cost Proposal & Scoring Guide
6.4 Reference Questionnaire
6.5 Score Summary Matrix
6.6 Pro Forma Contract

06-24-26 RFP
1. INTRODUCTION
The State of Tennessee, Department of Health, hereinafter referred to as "the State," issues this Request
for Proposals (RFP) to define minimum contract requirements; solicit responses; detail response
requirements; and, outline the State's process for evaluating responses and selecting a contractor to
provide the needed goods or services.
Through this RFP, the State seeks to procure necessary goods or services at the most favorable,
competitive prices and to give ALL qualified respondents an opportunity to do business with the state as
contractors, subcontractors or suppliers.
1.1. Statement of Procurement Purpose
The State of Tennessee, Department of Health ("TDH"), Division of Family Health and Wellness ("FHW")
Call Center section, issues this Request for Proposals ("RFP") for the purpose of selecting a contractor to
install, operate, and maintain a Call Center System ("CCS") with Computer Assisted Telephonic
Interviewing ("CATI") to replace the current in-house developed call center system.
The proposed system must:
a. Support the FHW Call Center's current call center operations and computer-assisted telephonic
interviewing needs;
b. Support the integrations identified in the Pro Forma Contract, Attachment 1, Task 3;
c. Comply with all applicable Federal Communications Commission ("FCC") regulations; and
d. Support documentation, reporting, data migration, system operation, maintenance, and training
needs for the State FHW Call Center.
TDH seeks a software solution for the current needs of FHW call center operations, including:
a. Documentation of call center and client interactions;
b. Integration with the systems identified in the Pro Forma Contract, Attachment 1, Task 3;
c. New ideas and approaches for improving service delivery; and
d. Ease of access with applicable devices and operating systems.
Tennessee FHW Call Center Organization
The FHW Call Center is located within TDH, Division of Family Health and Wellness, and currently
supports the federally and State-funded Community Health Access and Navigation in Tennessee
("CHANT") and Evidence Based Home Visiting ("EBHV") programs.
CHANT is a voluntary care coordination program that serves families and participants in each of
Tennessee's ninety-five (95) counties through the State's local health departments. CHANT teams
provide enhanced patient-centered engagement, navigation of medical and social service referrals, and
support pregnancy, child, and maternal health outcomes. The EBHV program provides an early-
intervention strategy to improve the health and well-being of children and parents. TDH currently governs
EBHV programs in all ninety-five (95) counties through service contracts with local community-based
agencies and county and regional health departments. Data from the new Call Center System with CATI
must be migrated, imported, or made available in accordance with the requirements of the Pro Forma
Contract.
RFP # 34320-19126
1

06-24-26 RFP
The FHW Call Center team is based in Davidson County and is comprised of seventeen (17) managed
care operators, six (6) management staff, and one (1) systems support staff. The State's Strategic
Technology Solutions ("STS") team administers the computer resources and is responsible for enhancing
and maintaining the State's computer and telecommunications systems. The call center managed care
operators assist the CHANT and EBHV programs by performing telephonic screening and assessments
of potential participants and families. Participants' and families' contact information is received from
sources such as the Birth Statistical file, the Presumptive Eligibility file, and online referral forms. The
managed care operators place approximately 105,000 calls annually.
Documentation
The Contract for the FHW Call Center System with CATI includes system development or modification,
system documentation, implementation, training, operation, and maintenance. The Contract also includes
defect correction, Change Order implementation, software installation services, and production help desk
support, as further detailed in the Pro Forma Contract.
1.1.2. The Estimated Liability for this service will be
1.2. Scope of Service, Contract Period, & Required Terms and Conditions
The RFP Attachment 6.6., Pro Forma Contract details the State's requirements:
Scope of Services and Deliverables (Section A);
Contract Period (Section B);
Payment Terms (Section C);
Standard Terms and Conditions (Section D); and,
Special Terms and Conditions (Section E).
The pro forma contract substantially represents the contract document that the successful Respondent
must sign.
1.3. Nondiscrimination
No person shall be excluded from participation in, be denied benefits of, or be otherwise subjected to
discrimination in the performance of a Contract pursuant to this RFP or in the employment practices of the
Contractor on the grounds of handicap or disability, age, race, creed, color, religion, sex, national origin,
or any other classification protected by federal, Tennessee state constitutional, or statutory law. The
Contractor pursuant to this RFP shall, upon request, show proof of such nondiscrimination and shall post
in conspicuous places, available to all employees and applicants, notices of nondiscrimination.
1.4. RFP Communications
1.4.1. The State has assigned the following RFP identification number that must be referenced in all
communications regarding this RFP:
RFP # 34320-19126
1.4.2. Unauthorized contact about this RFP with employees or officials of the State of
Tennessee except as detailed below may result in disqualification from consideration
under this procurement process.
1.4.2.1. Prospective Respondents must direct communications concerning this RFP to the
following person designated as the Solicitation Coordinator:
Erik Busby, Sourcing Account Specialist
Division of General Services
Central Procurement Office
RFP # 34320-19126
2

06-24-26 RFP
Tennessee Tower, 3rd Floor
312 Rose L. Parks Ave.
Nashville, TN 37243-1102
615-253-8900
Erik.Busby@tn.gov
1.4.2.2. Notwithstanding the foregoing, Prospective Respondents may alternatively contact:
the following individual designated by the State to coordinate compliance with the
nondiscrimination requirements of the State of Tennessee, Title VI of the Civil
Rights Act of 1964, the Americans with Disabilities Act of 1990, and associated
federal regulations:
Helen Crowley, Compliance Team Lead
Division of General Services
Central Procurement Office
WRS Tennessee Tower, 3rd Floor
312 Rosa L. Parks Avenue
Nashville, TN 37243-1102
(615) 741-3836
Helen.Crowley@tn.gov
1.4.3. Only the State's official, written responses and communications with Respondents are binding
with regard to this RFP. Oral communications between a State official and one or more
Respondents are unofficial and non-binding.
1.4.4. Potential Respondents must ensure that the State receives all written questions and comments,
including questions and requests for clarification, no later than the Written Questions &
Comments Deadline detailed in the RFP Section 2, Schedule of Events.
1.4.5. Respondents must assume the risk of the method of dispatching any communication or response
to the State. The State assumes no responsibility for delays or delivery failures resulting from the
Respondent's method of dispatch. Actual or digital "postmarking" of a communication or
response to the State by a specified deadline is not a substitute for the State's actual receipt of a
communication or response. It is encouraged for Respondents to submit bids digitally.
1.4.6. The State will convey all official responses and communications related to this RFP to the
prospective Respondents from whom the State has received a Notice of Intent to Respond (refer
to RFP Section 1.8.).
1.4.7. The State reserves the right to determine, at its sole discretion, the method of conveying official,
written responses and communications related to this RFP. Such written communications may
be transmitted by mail, hand-delivery, facsimile, electronic mail, Internet posting, or any other
means deemed reasonable by the State. For internet posting, please refer to the following
website: https://www.tn.gov/generalservices/procurement/central-procurement-office--cpo-
/supplier-information/request-for-proposals--rfp--opportunities1.html.
1.4.8. The State reserves the right to determine, at its sole discretion, the appropriateness and
adequacy of responses to written comments, questions, and requests related to this RFP. The
State's official, written responses will constitute an amendment of this RFP.
RFP # 34320-19126
3

06-24-26 RFP
1.4.9. Any data or factual information provided by the State (in this RFP, an RFP amendment or any
other communication relating to this RFP) is for informational purposes only. The State will make
reasonable efforts to ensure the accuracy of such data or information, however it is the
Respondent's obligation to independently verify any data or information provided by the State.
The State expressly disclaims the accuracy or adequacy of any information or data that it
provides to prospective Respondents.
1.5. Assistance to Respondents With a Handicap or Disability
Prospective Respondents with a handicap or disability may receive accommodation relating to the
communication of this RFP and participating in the RFP process. Prospective Respondents may contact
the Solicitation Coordinator to request such reasonable accommodation no later than the Disability
Accommodation Request Deadline detailed in the RFP Section 2, Schedule of Events.
1.6. Respondent Required Review & Waiver of Objections
1.6.1. Each prospective Respondent must carefully review this RFP, including but not limited to,
attachments, the RFP Attachment 6.6., Pro Forma Contract, and any amendments, for questions,
comments, defects, objections, or any other matter requiring clarification or correction (collectively
called "questions and comments").
1.6.2. Any prospective Respondent having questions and comments concerning this RFP must provide
them in writing to the State no later than the Written Questions & Comments Deadline detailed in
the RFP Section 2, Schedule of Events.
1.6.3. Protests based on any objection to the RFP shall be considered waived and invalid if the
objection has not been brought to the attention of the State, in writing, by the Written Questions &
Comments Deadline.
1.7. Pre-Response Conference
A Pre-response Conference will be held at the time and date detailed in the RFP Section 2, Schedule of
Events. Pre-response Conference attendance is not mandatory, and prospective Respondents may be
limited to a maximum number of attendees depending upon overall attendance and space limitations.
The conference will be held at:
Microsoft Teams meeting
Join: https://teams.microsoft.com/meet/284901093866006?p=C5ZLrAbEux5gNaEBjY
Meeting ID: 284 901 093 866 006
Passcode: ek284YX9
Dial in by phone
+1 629-209-4396,,852645697# United States, Triune
Find a local number
Phone conference ID: 852 645 697#
Join on a video conferencing device
RFP # 34320-19126
4

06-24-26 RFP
Tenant key: stateoftn@m.webex.com
Video ID: 115 492 172 1
The purpose of the conference is to discuss the RFP scope of goods or services. The State will entertain
questions, however prospective Respondents must understand that the State's oral response to any
question at the Pre-response Conference shall be unofficial and non-binding. Prospective Respondents
must submit all questions, comments, or other concerns regarding the RFP in writing prior to the Written
Questions & Comments Deadline date detailed in the RFP Section 2, Schedule of Events. The State will
send the official response to these questions and comments to prospective Respondents from whom the
State has received a Notice of Intent to respond as indicated in RFP Section 1.8. and on the date
detailed in the RFP Section 2, Schedule of Events.
1.8. Notice of Intent to Respond
Before the Notice of Intent to Respond Deadline detailed in the RFP Section 2, Schedule of Events,
prospective Respondents should submit to the Solicitation Coordinator a Notice of Intent to Respond (in
the form of a simple e-mail or other written communication). Such notice should include the following
information:
the business or individual's name (as appropriate);
a contact person's name and title; and
the contact person's mailing address, telephone number, facsimile number, and e-mail address.
A Notice of Intent to Respond creates no obligation and is not a prerequisite for submitting a
response, however, it is necessary to ensure receipt of any RFP amendments or other notices and
communications relating to this RFP.
1.9. Response Deadline
A Respondent must ensure that the State receives a response no later than the Response Deadline time
and date detailed in the RFP Section 2, Schedule of Events. The State will not accept late responses,
and a Respondent's failure to submit a response before the deadline will result in disqualification of the
response. It is the responsibility of the Respondent to ascertain any additional security requirements with
respect to packaging and delivery to the State of Tennessee. Respondents should be mindful of any
potential delays due to security screening procedures, weather, or other filing delays whether foreseeable
or unforeseeable.
RFP # 34320-19126
5

06-24-26 RFP
2. RFP SCHEDULE OF EVENTS
2.1. The following RFP Schedule of Events represents the State's best estimate for this RFP.
EVENT TIME DATE
(central time zone)
1. RFP Issued July 21, 2026
2. Disability Accommodation Request Deadline 2:00 p.m. July 24, 2026
3. Pre-response Conference 2:00 p.m. July 27,2026
4. Notice of Intent to Respond Deadline 2:00 p.m. July 28, 2026
5. Written "Questions & Comments" Deadline 2:00 p.m. August 3, 2026
6. State Response to Written "Questions &
August 12, 2026
Comments"
7. Response Deadline 2:00 p.m. August 24, 2026
8. State Schedules Respondent Oral Presentations September 11, 2026
9. Respondent Oral Presentations September 14-16, 2026
10. State Completion of Technical Response
September 23. 2026
Evaluations
11. State Opening & Scoring of Cost Proposals 2:00 p.m. September 24, 2026
12. State Notice of Intent to Award Released and
2:00 p.m. September 28. 2026
RFP Files Opened for Public Inspection
13. End of Protest Period October 5, 2026
14. State sends contract to Contractor for signature October 6, 2026
15. Contractor Signature Deadline 2:00 p.m. October 9, 2026
2.2. The State reserves the right, at its sole discretion, to adjust the RFP Schedule of Events as it
deems necessary. Any adjustment of the Schedule of Events shall constitute an RFP amendment, and
the State will communicate such to prospective Respondents from whom the State has received a Notice
of Intent to Respond (refer to section 1.8.).
RFP # 34320-19126
6

06-24-26 RFP
3. RESPONSE REQUIREMENTS
3.1. Response Form
A response to this RFP must consist of two parts, a Technical Response and a Cost Proposal.
3.1.1. Technical Response. RFP Attachment 6.2., Technical Response & Evaluation Guide provides
the specific requirements for submitting a response. This guide includes mandatory requirement
items, general qualifications and experience items, and technical qualifications, experience, and
approach items all of which must be addressed with a written response and, in some instances,
additional documentation.
NOTICE: A technical response must not include any pricing or cost information. If any
pricing or cost information amounts of any type (even pricing relating to other projects) is
included in any part of the technical response, the state may deem the response to be
non-responsive and reject it.
3.1.1.1. A Respondent should duplicate and use the RFP Attachment 6.2., Technical Response
& Evaluation Guide to organize, reference, and draft the Technical Response by
duplicating the attachment, adding appropriate page numbers as required, and using
the guide as a table of contents covering the Technical Response.
3.1.1.2. A response should be economically prepared, with emphasis on completeness and
clarity. A response, as well as any reference material presented, must be written in
English and must be written on standard 8 12" x 11" pages (although oversize exhibits
are permissible) and use a 12 point font for text. All response pages must be
numbered.
3.1.1.3. All information and documentation included in a Technical Response should
correspond to or address a specific requirement detailed in the RFP Attachment 6.2.,
Technical Response & Evaluation Guide. All information must be incorporated into a
response to a specific requirement and clearly referenced. Any information not meeting
these criteria will be deemed extraneous and will not contribute to evaluations.
3.1.1.4. The State may determine a response to be non-responsive and reject it if:
a. the Respondent fails to organize and properly reference the Technical Response
as required by this RFP and the RFP Attachment 6.2., Technical Response &
Evaluation Guide; or
b. the Technical Response document does not appropriately respond to, address, or
meet all of the requirements and response items detailed in the RFP Attachment
6.2., Technical Response & Evaluation Guide.
3.1.2. Cost Proposal. A Cost Proposal must be recorded on an exact duplicate of the RFP
Attachment 6.3., Cost Proposal & Scoring Guide.
NOTICE: If a Respondent fails to submit a cost proposal exactly as required, the State
may deem the response to be non-responsive and reject it.
RFP # 34320-19126
7

06-24-26 RFP
3.1.2.1. A Respondent must only record the proposed cost exactly as required by the RFP
Attachment 6.3., Cost Proposal & Scoring Guide and must NOT record any other rates,
amounts, or information.
3.1.2.2. The proposed cost shall incorporate ALL costs for services under the contract for the
total contract period, including any renewals or extensions.
3.1.2.3. A Respondent must sign and date the Cost Proposal.
3.1.2.4. A Respondent must submit the Cost Proposal to the State in a sealed package
separate from the Technical Response (as detailed in RFP Sections 3.2.3., et seq.).
3.2. Response Delivery
3.2.1. A Respondent must ensure that both the original Technical Response and Cost Proposal
documents meet all form and content requirements, including all required signatures, as detailed
within this RFP, as may be amended.
3.2.2. A Respondent must submit original Technical Response and Cost Proposal documents and
copies as specified below.
3.2.2.1. One (1) original Technical Response paper document labeled:
"RFP # 34320-19126 TECHNICAL RESPONSE ORIGINAL"
and One (NUMBER) digital copies of the Technical Response each in the form of one
(1) digital document in "PDF" format properly recorded on its own otherwise blank USB
flash drive labeled:
"RFP # 34320-19126 TECHNICAL RESPONSE COPY"
The digital copies should not include copies of sealed customer references, however
any other discrepancy between the paper Technical Response document and any
digital copies may result in the State rejecting the proposal as non-responsive.
3.2.2.2. One (1) original Cost Proposal paper document labeled:
"RFP # 34320-19126 COST PROPOSAL ORIGINAL"
and one (1) copy in the form of a digital document in "PDF/XLS" format properly
recorded on separate, blank USB flash drive labeled:
"RFP # 34320-19126 COST PROPOSAL COPY"
In the event of a discrepancy between the original Cost Proposal document and the
digital copy, the original, signed document will take precedence.
3.2.3. A Respondent must separate, seal, package, and label the documents and copies for delivery as
follows:
3.2.3.1. The Technical Response original document and digital copies must be placed in a
sealed package that is clearly labeled:
"DO NOT OPEN... RFP # 34320-19126 TECHNICAL RESPONSE FROM
[RESPONDENT LEGAL ENTITY NAME]"
RFP # 34320-19126
8

06-24-26 RFP
3.2.3.2. The Cost Proposal original document and digital copy must be placed in a separate,
sealed package that is clearly labeled:
"DO NOT OPEN... RFP # 34320-19126 COST PROPOSAL FROM [RESPONDENT
LEGAL ENTITY NAME]"
3.2.3.3. The separately, sealed Technical Response and Cost Proposal components may be
enclosed in a larger package for mailing or delivery, provided that the outermost
package is clearly labeled:
"RFP # 34320-19126 SEALED TECHNICAL RESPONSE & SEALED COST
PROPOSAL FROM [RESPONDENT LEGAL ENTITY NAME]"
3.2.4. A Respondent must ensure that the State receives a response no later than the Response
Deadline time and date detailed in the RFP Section 2, Schedule of Events at the following
address:
Erik Busby, Sourcing Account Specialist
Division of General Services
Central Procurement Office
Tennessee Tower, 3rd Floor
312 Rose L. Parks Ave.
Nashville, TN 37243-1102
615-253-8900
Erik.Busby@tn.gov
3.3. Response & Respondent Prohibitions
3.3.1. A response must not include alternate contract terms and conditions. If a response contains
such terms and conditions, the State, at its sole discretion, may determine the response to be a
non-responsive counteroffer and reject it.
3.3.2. A response must not restrict the rights of the State or otherwise qualify either the offer to deliver
goods or provide services as required by this RFP or the Cost Proposal. If a response restricts
the rights of the State or otherwise qualifies either the offer to deliver goods or provide services
as required by this RFP or the Cost Proposal, the State, at its sole discretion, may determine the
response to be a non-responsive counteroffer and reject it.
3.3.3. A response must not propose alternative goods or services (i.e., offer services different from
those requested and required by this RFP) unless expressly requested in this RFP. The State
may consider a response of alternative goods or services to be non-responsive and reject it.
3.3.4. A Cost Proposal must be prepared and arrived at independently and must not involve any
collusion between Respondents. The State will reject any Cost Proposal that involves collusion,
consultation, communication, or agreement between Respondents. Regardless of the time of
detection, the State will consider any such actions to be grounds for response rejection or
contract termination.
3.3.5. A Respondent must not provide, for consideration in this RFP process or subsequent contract
negotiations, any information that the Respondent knew or should have known was materially
incorrect. If the State determines that a Respondent has provided such incorrect information, the
State will deem the Response non-responsive and reject it.
RFP # 34320-19126
9