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%.
end
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 integration of HCPH's call center operations will result in improved service delivery to residents by providing a single, streamlined point of contact for all public health-related inquiries. This will reduce call misrouting, shorten response times, and improve customer satisfaction across all program areas. With Guidehouse’s expertise, HCPH will implement a sustainable, scalable call center model that can adapt to both routine services and emergency response needs. The centralized system will support better data tracking, performance monitoring, and resource allocation, leading to increased operational efficiency.
Alternative Options:
N/A
County Strategic Plan Goal: 4. Improve physical and mental health outcomes across all communities.
County Strategic Plan Objective: N: Improve the health behaviors of community members.
Justice/Safety Initiative (Goal 1):
Infrastructure Initiative (Goal 2):
Economy Initiative (Goal 3):
Health Initiative (Goal 4):
Climate/Resilience Initiative (Goal 5):
Housing Initiative (Goal 6):
Additional notes related to the Strategic Plan:
Prior Court Action (if any):
|
Date |
Agenda Item # |
Action Taken |
|
03/22/2022 |
212 |
Approval of contract awards for applied research and data analysis, strategic planning and management strategies, and other services. |
Location:
Address (if applicable): N/A
Precinct(s): Countywide
|
Fiscal and Personnel Summary |
|
Service Name |
|
|
|
|
Current Fiscal Year Cost |
Annual Fiscal Cost |
|
|
Labor |
Non-Labor |
Total |
Recurring Expenses |
|
Funding Sources |
|
|
Existing Budget |
|
|
|
|
|
1000 - General Fund |
$ |
$268,030 |
$268,030 |
$ |
|
|
$ |
$ |
$ |
$ |
|
|
$ |
$ |
$ |
$ |
|
Total Existing Budget |
$ |
$268,030 |
$268,030 |
$ |
|
Additional Budget Request (Requires Fiscal Review Request Form) |
|
|
|
$ |
$ |
$ |
$ |
|
|
$ |
$ |
$ |
$ |
|
|
$ |
$ |
$ |
$ |
|
Total Additional Budget Request |
$ |
$ |
$ |
$ |
|
Total Funding Sources |
$ |
$268,030 |
$268,030 |
$ |
|
Grants - Proposed Budget (To be filled out by Grants staff only) |
|
|
Labor |
Non-Labor |
Total |
No. of Grant Years |
|
Local Match Source - Existing Budget: |
$ |
$ |
$ |
|
|
Local Match Source - Additional Budget Request: |
$ |
$ |
$ |
|
|
Grant Funds Applied for/Awarded (Total) |
$ |
$ |
$ |
|
|
Personnel(Fill out section only if requesting new PCNs) |
|
|
Current Position Count for Service |
- |
- |
- |
- |
|
Additional Positions Request |
- |
- |
- |
- |
|
Total Personnel |
- |
- |
- |
- |
Anticipated Court Date: June 12, 2025
Anticipated Implementation Date (if different from Court date): June 12, 2025
Emergency/Disaster Recovery Note: Not an emergency, disaster, or COVID-19 related item
Contact(s) name, title, department: Jennifer Kiger, MPH, Director of Office of Epidemiology, Surveillance, and Emerging Diseases, Public Health Services
Attachments (if applicable): Proposal