Primary Department: Public Health Services
Primary Department Head/Elected Official: Leah Barton - Executive Director
Secondary Department: N/A
Secondary Department Head/Elected Official:
Regular or Supplemental RCA: Regular RCA
Type of Request: Contract - Amendment
Project ID (if applicable): 21/0317
Vendor/Entity Legal Name (if applicable): Guidehouse, Inc.
MWBE Contracted Goal (if applicable): 13.3%
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 for approval of an amendment to an agreement with Guidehouse, Inc., to adjust the scope of work for the Call Center Integration project at no additional cost to the county (Job No. 210317), MWBE Contracted Goal: 13.3%.
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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 call center. 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. There are no changes to the project goal; but this amendment does include a minor change to the deliverables to better suit the needs of HCPH. This adjusted scope of work allows Guidehouse to provide more hands-on coaching and guidance for development of call center processes for HCPH ...
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