Description
The California Health and Human Services Agency (CHHSA) – Office of Technology and Solutions Integration (OTSI) is seeking a qualified vendor to design, implement, operate, and maintain the State’s statewide Electronic Benefit Transfer (EBT) system. The contract covers Food & Cash (including SNAP/CalFresh, CalWORKs), SUN Bucks, and WIC benefit programs, as well as associated customer‑service, data‑warehouse, fraud‑prevention, and transition services. The award will be a best‑value RFP (40 % cost, 60 % non‑cost) under the TECH 213 standard agreement. The work includes migration of millions of household records, deployment of call‑center operations, development of mobile and web portals, provision of hardware (wireless POS devices for farmer markets), and ongoing 24 × 7 system support for a minimum of seven years, with up‑to‑three one‑year renewals and a possible 12‑month extension.
• Design, build, and operate a secure, state‑wide EBT platform supporting SNAP, SUN Bucks, and WIC transactions.
• Manage transition services (data conversion, retailer conversion, county‑level hand‑over, testing, mock cut‑overs) within a 12‑month window after contract start.
• Provide 24 × 7 multilingual call‑center support, mobile app, web portal, and a BI data‑warehouse with fraud‑detection tools.
• Deliver hardware (wireless POS devices) for farmer‑market retailers at no cost to the retailer and support optional smartphone/tablet accessories.
• Meet performance‑based SLAs (e.g., ≥ 98.5 % call‑transfer success, ≤ 120 seconds CSR response) and comply with NIST 800‑53 Moderate and ISO 27001 (subject to CISO approval).