E-Fax Migration and Solution

The San Mateo County Human Services Agency (HSA) administers federal, state, and county-funded programs that protect vulnerable residents, provide safety net services, and deliver employment and support services that help families achieve self-sufficiency. HSA serves a diverse population through multiple program areas and operates in a highly regulated environment that requires the secure handling of sensitive client information. Major branches within HSA include Children and Family Services, Economic Self Sufficiency, SMCWorks (Employment Services), and Collaborative Community Outcomes and Program Support, which includes Technology and Training.

HSA is seeking a modern electronic fax (e-fax) solution to replace existing analog fax lines and consolidate current fax services into a single, centralized system. The proposed solution will allow HSA staff to efficiently and reliably send and receive faxes electronically, with incoming faxes delivered to designated folders on shared network drives. The system must also integrate HSA’s existing e-fax lines into a unified platform to streamline system administration, improve reliability, and support ongoing operational needs.

The proposed solution must support the secure transmission and receipt of confidential information through features such as encryption, access controls, and audit capabilities, and must comply with applicable federal, state, and local privacy regulations. The system must also support records retention and disposition requirements by enabling the electronic storage of faxed documents in designated network folders in accordance with HSA’s records management policies. This modernization effort is intended to improve reliability, strengthen data security, enhance regulatory compliance, and support efficient and accountable service delivery across HSA programs.

HSA relies on fax communication as a critical method for transmitting and receiving sensitive and time-sensitive client information. Fax is used to exchange documents related to public benefits administration, court proceedings, healthcare-related reports, reports of suspected child abuse, police reports, and other records essential to the delivery of social services. Due to regulatory requirements and the confidential nature of these records, faxing remains an essential communication channel for many HSA programs and their external partners, including courts, healthcare providers, and other government agencies.

HSA currently operates approximately seventeen (17) traditional analog fax lines distributed across multiple units, as well as an existing e-fax system supporting approximately ten (10) fax lines. The analog fax infrastructure is increasingly obsolete and difficult to maintain, relying on aging telecommunications systems that present reliability, scalability, and support challenges. These limitations can result in delayed document transmission, increased administrative burden for staff, and heightened operational risk when handling sensitive and confidential information.

The current fax environment is decentralized, with analog and electronic fax services managed across multiple platforms and systems. This fragmented approach limits HSA’s ability to consistently apply security controls, monitor system access, and maintain standardized recordkeeping practices across programs. Incoming fax documents are not uniformly stored or managed electronically, making it more difficult to ensure compliance with applicable privacy, data security, and records retention requirements. These challenges underscore the need for a centralized, secure, and modern e-fax solution capable of supporting HSA’s operational, regulatory, and service delivery needs.

HSA anticipates awarding a single contract to one qualified vendor for an initial term of three (3) years, tentatively beginning August 1, 2026, or sooner if possible. The contract will be awarded based on a best-value selection, taking into account the vendor’s ability to meet the requirements outlined in this RFP, including security, functionality, compliance, reliability, and cost. HSA reserves the right to negotiate final terms with the selected vendor prior to execution.