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%.
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 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 operations, ensuring an effective transition to the integrated call center.
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. The scope adjustment will still provide the necessary deliverables but focus Guidehouse’s efforts on the most critical areas.
Alternative Options:
This call center integration project is critical to streamline support for the community and establish a centralized location where community needs may be resolved. Without this integration, services will continue to be dispersed through all the PHS offices and divisions which leads to multiple phone numbers and possible confusion.
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.
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Health Initiative (Goal 4): O4: Increase community health care capacity.
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Additional notes related to the Strategic Plan:
Prior Court Action (if any):
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Date |
Agenda Item # |
Action Taken |
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06/12/2025 |
345 |
Approval of contract award for call center integration services |
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12/11/2025 |
476 |
Approval of contract extension |
Location:
Address (if applicable): N/A
Precinct(s): Countywide
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Anticipated Court Date: 3/19/2026
Anticipated Implementation Date (if different from Court date): 3/19/2026
Emergency/Disaster Recovery Note: Not an emergency, disaster, or ARPA related item
Contact(s) name, title, department: Jennifer Kiger, MPH, Director, Office of Epidemiology, Surveillance and Emerging Diseases, Public Health Services
Attachments (if applicable): Updated Scope of Work