Call Distribution Software
| Agency: |
County of Johnson |
| State: |
Kansas |
| Type of Contract: |
Awards |
| Type of Government: |
State & Local |
| Category: |
- D - Automatic Data Processing and Telecommunication Services
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| Posted: |
Oct 10, 2023 |
| Solicitation No: |
2023-070 |
| Publication URL: |
To access bid details, please log in. |
Bid Information
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Type
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Request for Information
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Status
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Unsealed
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Number
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2023-070 (Call Distribution Software)
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Issue Date & Time
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9/14/2023 02:00:04 PM (CT)
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Close Date & Time
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10/10/2023 02:00:00 PM (CT)
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Duration
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25 days 23 hours 59 minutes 55 seconds
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Notes
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The intent of this Request for Information (RFI) is to solicit information for call distribution software for the Johnson County Mental Health Center (JCMHC) and to gain a better understanding of the marketplace, vendors, solution functionality and pricing structures. Responses to this RFI may be used to obtain funding for a Request for Proposal to be issued on a later date.
All responses and questions must be submitted electronically utilizing the electronic bidding system.
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Contact Information
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Name
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Nicole Averell
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Address
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111 South Cherry Street
Suite 2400
Olathe, KS 66061 USA
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Phone
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(913) 715 x0595
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Fax
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Email
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nicole.averell@jocogov.org
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Bid Documents
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Document name
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Format
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Data pager
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Data pager
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Page size:
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2 items in 1 pages
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Bid Invitation
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Acrobat
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PDF
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Public Question & Answer
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Acrobat
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PDF
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Bid Questions
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Question
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Regarding information subject to HIPAA, do you currently store that data within your existing call center or in another internal data repository? What types of HIPAA information are being collected and stored?
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Answer
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HIPAA information is stored within the Electronic Health Record, not within the call handling software. Client demographic and clinical treatment information is stored within the EHR.
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Submitted
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10/4/2023 01:38:53 PM (CT)
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Question
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Are there specific data retention policies you need to adhere to?
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Answer
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No data retention requirements for the call handling data. If calls are recorded, then retention policies would apply to the recordings. Data retention only applies to medical data stored in the Electronic Health Record.
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Submitted
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10/4/2023 01:37:58 PM (CT)
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Question
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Are there any integrations to internal or external systems desired or required? If so, please provide details.
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Answer
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Vibrant national suicide/crisis lifeline. The only other integration would be if the proposed solution were to utilize the County Cisco Finesse software.
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Submitted
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10/4/2023 01:37:14 PM (CT)
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Question
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Are there any existing electronic document storage repositories that it will be necessary to integrate with?
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Answer
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No
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Submitted
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10/4/2023 01:36:13 PM (CT)
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Question
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How do you handle data sharing and synchronization between county systems and the 988 service?
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Answer
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Detail data is only shared internally within the Mental Health Center department. Aggregate call volume data may be shared with some external sources.
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Submitted
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10/4/2023 01:35:41 PM (CT)
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Question
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Do you need integration with emergency services or other helplines?
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Answer
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Not a requirement now, but could be a future consideration.
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Submitted
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10/4/2023 01:34:56 PM (CT)
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Question
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Are there any specific integrations you need with other software or systems?
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Answer
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Vibrant national suicide/crisis lifeline. The only other integration would be if the proposed solution were to utilize the County Cisco Finesse software.
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Submitted
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10/4/2023 01:34:13 PM (CT)
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Question
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Does the County have an existing Knowledge Base for agents or knowledge base articles that the agents reference based on the type of call for each program?
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Answer
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Yes, internal manuals, Vibrant (Vibrant.org) network resource center and internal myRC database.
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Submitted
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10/4/2023 01:33:16 PM (CT)
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Question
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Is there a desire to provide IVR capabilities to the call center?
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Answer
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No, our intent is to live answer all calls.
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Submitted
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10/4/2023 01:32:17 PM (CT)
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Question
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Are there any county-specific protocols or guidelines that the 988 service should adhere to, especially concerning local laws and regulations?
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Answer
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Not enough context to adequately answer this question.
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Submitted
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10/4/2023 01:31:32 PM (CT)
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Bid Due: 5/08/2024
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