RFI for Medicaid SNAP Call Center

Location:	Louisiana
Posted:	Nov 19, 2025
Due:	Dec 22, 2025
Agency:	State Government of Louisiana
Type of Government:	State & Local
Category:	51 - Hand Tools
Solicitation No:	305PUR-OneDoorOneCall
Publication URL:	To access bid details, please log in.

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Bureau of Health Services Financing (BHSF)

Request for Information (RFI)

For

The Design, Development and Implementation of a Fully Functional Customer

Service Contact Center (One Door, One Call) for the LDH

RFI due date/time: December 22, 2025 5:00 CST

NOTE: This Request for Information (RFI) is solely for information and planning purposes and does

not constitute a solicitation. This information will be reviewed and discussed by the state agency and

may result in the advertisement of a formal and competitive Request for Proposal for any or all of the

services included in the RFI.

Only information which is in the nature of legitimate trade secrets or non-published financial data

may be deemed proprietary or confidential. Any material within a response to this RFI identified as

such must be clearly marked and will be handled in accordance with the Louisiana Public Records Act.

R.S. 44:1-44 and applicable rules and regulations. Any response marked as confidential or proprietary

in its entirety may be rejected without further consideration or recourse.

11/18/2025

Table of Contents

1 GENERAL INFORMATION..................................................................................................... 3

1.1 Background........................................................................................................ 3

1.2 Purpose of RFI…………………………...……………………………………………………………………3

1.3 Project Overview…………………………………………………………………………………….……...3

2 ADMINISTRATIVE INFORMATION......................................................................................... 4

2.1 RFI Coordinator....................................................................................................4

2.2 Schedule of Events................................................................................................5

2.3 Response Content................................................................................................. 5

2.3.1 Executive Summary..........................................................................................5

2.3.2 Corporate Background and Experience ...........................................................5

2.3.3 Approach and Methodology............................................................................5

2.3.4 Cost Estimate ...................................................................................................6

2.4 Response Instructions........................................................................................................ 6

2.4.1 Response Submittal.............................................................................................6

2.5 Additional Instructions and Notifications to Responders................................................... 6

2.5.1 RFI Addenda/Cancellation...................................................................................6

2.5.2 Ownership of Response .......................................................................................6

2.5.3 Cost of Preparation...............................................................................................6

ATTACHMENT I - Scope of Services.............................................................................................6

ATTACHMENT II – RFI Questions……………………………………………………………………………………………..8

1. GENERAL INFORMATION

1.1 Background

The Louisiana Department of Health (LDH) is responsible for the administration of the Louisiana Medicaid program,

serving over 1.6 million individuals across the state. Act 478 (HB 624) resulted in the transfer of the SNAP program

from DCFS to LDH operations, effective October 1, 2025. As a result, LDH is in need of a fully functional,

consolidated Call Center to provide the citizens of Louisiana customer service to meet the needs of the programs,

inclusive of fluctuating call volumes and disaster response.

1.2 Purpose of RFI

The Louisiana Department of Health is issuing this RFI for the purpose of gathering information and cost estimates

from qualified entities with demonstrated capacity and experience to administer and operate a consolidated Call

Center. The information gathered will help inform LDH in developing a comprehensive Scope of Services for a

potential future Request for Proposal (RFP).

1.3 Project Overview

Attachment I provides an overview of the project and outlines preliminary concepts and deliverables under

consideration. LDH seeks information and recommendations from responders regarding the following:

 Organizational Experience

 Implementation Approach

 Staffing Model and Workforce Management

 Quality Assurance and Performance Monitoring

 Technology and Systems Integration

 Data Security and Compliance

 Multilingual and Culturally Competent Services

 Reporting and Analytics

 Business Continuity and Disaster Recovery

 Innovation and Value-Added Services

2. ADMINISTRATIVE INFORMATION

2.1 RFI Coordinator

Requests for copies of the RFI must be directed to the RFI coordinator listed below:

Louisiana Department of Health

Name: Stephanie Horvath

Bureau of Health Services Financing

628 North 4th Street

Baton Rouge, Louisiana 70802

Email: Stephanie.Horvath2@la.gov

This RFI has been posted to LaPAC and the LDH Website, which can be found at the following links:

LaPAC: https://wwwcfprd.doa.louisiana.gov/osp/lapac/pubMain.cfm

LDH Website: https://ldh.la.gov/index.cfm/newsroom/category/46

2.2 Schedule of Events

The LDH reserves the right to deviate from this Schedule of Events.

Activity/Event

Public notice of RFI

Deadline for receipt of Questions/Inquires

Response to written inquiries

Deadline for receipt of RFI Response

Date

11/19/2025

11/26/2025

12/10/2025

12/22/2025

2.3 Response Content

We ask that you include in your response the following:

 Respondents are encouraged to answer as many questions in Attachment II as applicable; however,

complete responses to all questions are not required.

 Your recommended approach and methodology for accomplishing the RFI outcomes.

 Any innovative concepts for each of the areas that would improve customer satisfaction and cut costs to

save time and money.

 Any considerations, issues or concerns in the scope of services as described may be essential and need to

be considered.

o Include with each of these responses, any alternative solutions and/or pertinent information that

may be needed.

LDH is not seeking compliance declarations, but insight into capability, flexibility and approach.

2.3.4 Cost Estimate

Provide a general overview of your pricing model (e.g., subscription-based, per user, per transaction). While this is

an RFI, a high-level understanding of potential costs is beneficial.

Please include any information regarding typical implementation and maintenance costs, as well as factors

influencing them, with a focus on the cost-effectiveness of modifications and maintenance.

2.4 Response Instructions

2.4.1. Response Submittal

Responders interested in providing information requested by this RFI must submit responses containing the

information specified no later than the deadline for response to RFI as stated in the Schedule of Events. Proposers

should email responses to the RFI Coordinator.

It is solely the responsibility of each responder to ensure that their response is submitted before the deadline.

Responses misdirected or otherwise received late may not be considered.

2.5 Additional Instructions and Notifications to Responders

2.5.1 RFI Addenda/Cancellation

The State reserves the right to revise any part of the RFI by issuing an addendum to the RFI at any time. Issuance

of this RFI, or subsequent addendum, (if any) does not constitute a commitment by the State to issue an RFP or

any other process resulting in award of a contract of any type or form. In addition, the State may cancel this

informal process at any time, without penalty.

2.5.2 Ownership of Response

The materials submitted in response to this request shall become the property of the State.

2.5.3 Cost of Preparation

The State shall not be liable for any costs incurred by responders associated with developing the response,

preparing for discussions (if any) or any other costs, incurred by the responder associated with this RFI.

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

Bid Number	Description	Date Issued	Bid Open Date/Time
305PUR-OneDoorOneCall	RFI for Medicaid SNAP Call Center Original: 305PUR-OneDoorOneCall	11/19/2025	12/22/2025 5:00:00 PM CT

Department	+ State - LDH
Section	LDH
Dept Code	305PUR
Contact	See Contact In Posted Document
Address	See information in posted document As specified, LA 70802
Phone	225-342-9500
Email	seedocument@la.gov
URL	http://www.dhh.louisiana.gov