Active SLED Opportunity · HAWAII · EAST HAWAII REGION OF HHSC
AI Summary
HHSC East Hawaii Region seeks proposals for a scalable, professional after-hours answering service for health clinics and pharmacies, with data stored exclusively in the U.S. This RFP requires electronic bid submission and includes detailed Q&A on service expectations.
The Hawaii Health Systems Corporation (HHSC) and its East Hawaii Region (EHR) to invite qualified Vendors (“VENDOR”) to provide proposals for a standardized, professionally managed After-Hours Answering Service Solution for multiple East Hawaii Health Clinics and Retail Pharmacy who will provide professional call handling services during evenings, nights, weekends, and holidays and have scalability capacity to keep up with our anticipated growth in both service lines and additional clinic locations **Solicitation Type**: RFP - Request for Proposal (Formal) **Source ID**: PU.NP.USA.1984907.C12983926 **Piggyback Contract**: No **Question Acceptance Deadline**: 04/02/2026 08:00 PM EDT **Questions are submitted online**: Yes **Bid Submission Type**: Electronic Bid Submission **Additional Bidding Instructions**: All HHSC data the VENDOR stores to complete the work described herein shall be stored within the United States of America. No data shall be stored on servers outside of the United States of America. No work outsourced outside of U.S.A. **Owner Organization**: HHSC **Solicitation Number**: 26-0366 **Reference Number**: 0000418154 **Pricing**: In attached document **Bid Documents List**: | Item Name | Description | Mandatory | Limited to 1 file | |---|---|---|---| | Bid Documents | Documents defining the proposal | Yes | No | **Questions and Answers**: - Q1 Arrow Right Question: Net Gain Marketing Questions If this is a term contract subject to renewal, what is the maximum number of option periods? Answer: Answered in Addendum 2 03/26/2026 09:44 AM EDT 04/07/2026 04:34 PM EDT - Q2 Arrow Right Question: Net Gain Marketing Questions Has the current contract gone full term? Answer: Answered in Addendum 2 03/26/2026 09:45 AM EDT 04/07/2026 04:34 PM EDT - Q3 Arrow Right Question: Net Gain Marketing Questions Have all options to extend the current contract been exercised? Answer: Answered in Addendum 2 03/26/2026 09:45 AM EDT 04/07/2026 04:34 PM EDT - Q4 Arrow Right Question: Net Gain Marketing Questions Who is the incumbent, and how long has the incumbent been providing the requested services? Answer: Answered in Addendum 2 03/26/2026 09:45 AM EDT 04/07/2026 04:34 PM EDT - Q5 Arrow Right Question: Net Gain Marketing Questions To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? Answer: Answered in Addendum 2 03/26/2026 09:45 AM EDT 04/07/2026 04:34 PM EDT - Q6 Arrow Right Question: Net Gain Marketing Questions How are fees currently being billed by any incumbent(s), by category, and at what rates? Answer: Answered in Addendum 2 03/26/2026 09:45 AM EDT 04/07/2026 04:34 PM EDT - Q7 Arrow Right Question: Net Gain Marketing Questions What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q8 Arrow Right Question: Net Gain Marketing Questions Is previous experience with any specific customer information systems, phone systems, or software required? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q9 Arrow Right Question: Net Gain Marketing Questions What is the minimum required total call capacity? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q10 Arrow Right Question: Net Gain Marketing Questions What is the minimum simultaneous inbound call capacity? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q11 Arrow Right Question: Net Gain Marketing Questions What is the maximum wait time? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q12 Arrow Right Question: Net Gain Marketing Questions What is the maximum hold time? Answer: Answered in Addendum 2 03/26/2026 09:46 AM EDT 04/07/2026 04:34 PM EDT - Q13 Arrow Right Question: Net Gain Marketing Questions What percentage of inbound calls must be answered by a live operator? Answer: Answered in Addendum 2 03/26/2026 09:47 AM EDT 04/07/2026 04:34 PM EDT - Q14 Arrow Right Question: Net Gain Marketing Questions What percentage of calls must be resolved without a transfer, second call, or a return call? Answer: Answered in Addendum 2 03/26/2026 09:47 AM EDT 04/07/2026 04:34 PM EDT - Q15 Arrow Right Question: Net Gain Marketing Questions What is the maximum percentage of calls that can be terminated by the caller without resolution? Answer: Answered in Addendum 2 03/26/2026 09:47 AM EDT 04/07/2026 04:34 PM EDT - Q16 Arrow Right Question: Net Gain Marketing Questions Is there a minimum or maximum number of operators and supervisors? Answer: Answered in Addendum 2 03/26/2026 09:47 AM EDT 04/07/2026 04:34 PM EDT - Q17 Arrow Right Question: Net Gain Marketing Questions What are the required language options? Answer: Answered in Addendum 2 03/26/2026 09:47 AM EDT 04/07/2026 04:34 PM EDT - Q18 Arrow Right Question: Net Gain Marketing Questions What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q19 Arrow Right Question: Net Gain Marketing Questions What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on other contracts at the same time as this one)? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q20 Arrow Right Question: Net Gain Marketing Questions Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q21 Arrow Right Question: Net Gain Marketing Questions What was your average monthly call volume over the past year? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q22 Arrow Right Question: Net Gain Marketing Questions What is the current number of seats for operators and supervisors at your existing call center? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q23 Arrow Right Question: Net Gain Marketing Questions What is the current average wait time for phone calls? Answer: Answered in Addendum 2 03/26/2026 09:48 AM EDT 04/07/2026 04:34 PM EDT - Q24 Arrow Right Question: Net Gain Marketing Questions What is the current average handle time for phone calls and other types of communications? Answer: Answered in Addendum 2 03/26/2026 09:49 AM EDT 04/07/2026 04:34 PM EDT - Q25 Arrow Right Question: Net Gain Marketing Questions What is the current average after-call work time for operators? Answer: Answered in Addendum 2 03/26/2026 09:50 AM EDT 04/07/2026 04:34 PM EDT - Q26 Arrow Right Question: Net Gain Marketing Questions Over the past year, what is the percentage of calls received in English versus non-English? Answer: Answered in Addendum 2 03/26/2026 09:50 AM EDT 04/07/2026 04:34 PM EDT - Q27 Arrow Right Question: Net Gain Marketing Questions Over the past year, what percentage of calls received were in Spanish? Answer: Answered in Addendum 2 03/26/2026 09:50 AM EDT 04/07/2026 04:34 PM EDT - Q28 Arrow Right Question: Net Gain Marketing Questions What time of day, days of the week, or times of the year do calls typically peak? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q29 Arrow Right Question: Net Gain Marketing Questions If there was a previous solicitation for these services, what was its title, number, release date, and due date? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q30 Arrow Right Question: Net Gain Marketing Questions Why has this bid been released at this time? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q31 Arrow Right Question: Net Gain Marketing Questions When is the go-live date? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q32 Arrow Right Question: Net Gain Marketing Questions Can you please provide greater explanation of your expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses? For example, what is required with the proposal, and what is required to comply during the term of the contract? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q33 Arrow Right Question: Net Gain Marketing Questions Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? Answer: Answered in Addendum 2 03/26/2026 09:51 AM EDT 04/07/2026 04:34 PM EDT - Q34 Arrow Right Question: Net Gain Marketing Questions Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. Answer: Answered in Addendum 2 03/26/2026 09:52 AM EDT 04/07/2026 04:34 PM EDT - Q35 Arrow Right Question: Call Volume Can HHSC provide average calls per evening, weekend, and holiday by clinic type? Answer: Answered in Addendum 2 04/02/2026 12:46 PM EDT 04/07/2026 04:34 PM EDT - Q36 Arrow Right Question: Call Volume Are the estimated 9,000 minutes annually measured as agent talk time only or inclusive of holds/transfers? Answer: Answered in Addendum 2 04/02/2026 12:46 PM EDT 04/07/2026 04:34 PM EDT - Q37 Arrow Right Question: Call Volume What is the Average Handle Time Answer: Answered in Addendum 2 04/02/2026 12:46 PM EDT 04/07/2026 04:34 PM EDT - Q38 Arrow Right Question: Call Volume Are there seasonal or event-driven spikes (e.g., flu season) that materially increase call volume? Answer: Answered in Addendum 2 04/02/2026 12:47 PM EDT 04/07/2026 04:34 PM EDT - Q39 Arrow Right Question: Service Level Are there required or preferred SLAs (answer speed, abandon rate), or should vendors propose benchmarks? Answer: Answered in Addendum 2 04/02/2026 12:47 PM EDT 04/07/2026 04:34 PM EDT - Q40 Arrow Right Question: Service Level Which languages are most frequently required and should language services be included in base pricing? Answer: Answered in Addendum 2 04/02/2026 12:48 PM EDT 04/07/2026 04:34 PM EDT - Q41 Arrow Right Question: Escalation What is the expected provider response time once an urgent call is escalated? Answer: Answered in Addendum 2 04/02/2026 12:49 PM EDT 04/07/2026 04:34 PM EDT
SLED stands for State, Local, and Education. These are solicitations issued by state governments, counties, cities, school districts, utilities, and higher education institutions — as opposed to federal agencies.
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