Notice of Intent to Sole Source - Automated Call Distribution (ACD) System at Navy Medicine Readiness and Training Command (NMRTC) Naples, IT

The Defense Health Agency (DHA) intends to award a sole source services contract for an Automated Call Distribution (ACD) System at Navy Medicine Readiness and Training Command (NMRTC) Naples, IT. The purpose of this acquisition is to procure an ACD System to modernize and streamline the call management process for the NMRTC Naples, IT Call Center. The ACD system shall meet specific requirements, including automated routing of inbound calls, integration with existing VOIP infrastructure, queue management, and reporting dashboard for real-time monitoring and historical analytics. • The system must be able to integrate with existing hospital information system, call center, and IT security standards. • The system must comply with HIPAA and DOD Cybersecurity standards. • The system must provide training plan for administrators, Call Center Supervisor, and end users. • The system must provide technical documentation and user manuals. • The system must provide service level agreement (SLAs) for ongoing maintenance and support.