Primary Department: Public Health Services
Primary Department Head/Elected Official: Leah Barton - Interim Executive Director
Secondary Department: N/A
Secondary Department Head/Elected Official:
Regular or Supplemental RCA: Supplemental RCA
Type of Request: Contract - Award
Project ID (if applicable): Job 210317
Vendor/Entity Legal Name (if applicable): Guidehouse, Inc.
MWBE Contracted Goal (if applicable): 13%
MWBE Current Participation (if applicable): N/A
Justification for 0% MWBE Participation Goal: N/A - Goal is not 0% and is listed above
Grant Indirect Costs Rate (if applicable): N/A
Justification for 0% Grant Indirect Costs Rate (if applicable): N/A - Not a grant item
Request Summary (Agenda Caption):
title
Request by Public Health Services for approval of an award on the basis of best proposal meeting requirements with Guidehouse, Inc. in the amount of $268,030 for call center integration services for the period of June 12, 2025 - October 31, 2025 (Job No. 210317), MWBE Contracted Goal: 13%.
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Background and Discussion:
The purpose of the Subproject Call Center Integration is to improve efficiency, streamline operations, and ensure better public access to health information and services, Harris County Public Health (HCPH) is launching an integrated call center. This unified system will centralize all call-handling operations into one coordinated contact center. This is particularly important as the existing grant funding for the Disease Helpline is set to expire on June 30, 2025, and a sustainable, department-wide solution is needed. HCPH conducted a competitive procurement process and evaluated four vendor proposals. Guidehouse was selected based on their qualifications, experience in call center integration, and ability to meet our timeline and operational needs. Their proposed services include project management, call center design, staffing analysis, implementation planning, and performance evaluation.
Expected Impact:
The integrati...
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