Health Call Center/Service Desk - Tier 1

Agency: County of San Mateo
State: California
Type of Government: State & Local
NAICS Category:
  • 541512 - Computer Systems Design Services
  • 541513 - Computer Facilities Management Services
  • 541519 - Other Computer Related Services
Posted Date: Jan 31, 2025
Due Date: Mar 12, 2025
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Project ID:

Title: Health Call Center/Service Desk - Tier 1

Addenda: 0

Release Date: 1/31/2025

Due Date: 3/12/2025

Post Information
Posted At:Fri, Jan 31, 2025 8:00 AMSealed Bid Process:Yes (Bids Sealed / Pricing Sealed)Private Bid:No
Overview
Summary
The County of San Mateo Health Administration is comprised of 11 Divisions providing health and welfare across San Mateo County including (a) Administration & Central Finance, (b) Aging & Adult Services, (c) Behavioral Health & Recovery Services, (d) Correctional Health, (e) Emergency Medical Services, (f) Environmental Health, (g) Family Health, (h) Health Coverage Unit, (i) Health Information Technology, (j) Public Health, Policy & Planning, (k) San Mateo Medical Center.
The goals and objectives are to solicit consultation for a solution for 1) a call center\help desk to assist the County's employees with support for the County's Electronic Health Record application and associated processes, and 2) to assist the County's customers with accessing the EPIC MyChart application. It is expected that the selected vendor would be the first point of contact in regards to the County's employees and customers in regards to EPIC applications and EPIC's MyChart application.

Background

Prior to the implementation of EPIC, the previous vendor (Cerner) provided this level of support. With the EPIC implementation, the County currently has an external 3rd party vendor (Ellit Groups) temporarily providing call center/help desk service and this contract will be extending to May 2025. A vendor is needed to assist with the daily calls and Level 1 support to ease the reliance on current IT analysts and support personnel. This relief will allow the County staff to focus on the higher level tasks and issues that are identified and need a level of support greater than Level 1.

Timeline
RFP Released:
January 31, 2025
Deadline for Questions, Comments and Contract Exceptions:
February 13, 2025, 2:00pm
Question Response Deadline:
February 20, 2025, 3:30pm
Proposal Due Date and Time:
March 12, 2025, 4:00pm
Interviews (tentative):
March 31, 2025
* Disclaimer: This website provides information about bids, requests for proposals (RFPs), or requests for qualifications (RFQs) for convenience only and does not serve as an official public notice. Individuals who wish to respond to or inquire about bids, RFPs, or RFQs should contact the relevant government department directly.

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