RFP 2016-08 Help On-Demand

This contract awards a vendor the design, configuration, hosting, and maintenance of a web‑based “Help On‑Demand” platform that enables Covered California consumers to request immediate callback assistance from Certified Enrollment Representatives. The solution must be live by 30 Nov 2016, support up to 10 k concurrent consumers and 6.5 k concurrent representatives, be bilingual (English/Spanish), ADA‑compliant, and integrate with Google Analytics. The contractor is responsible for full system configuration, performance testing, user training, and ongoing support for an initial 12‑month term, with the possibility of extending the hosting/maintenance portion for up to 24 months in six‑month increments. The agency provides the funding ceiling of $350 k for the first year, with extensions capped at $150 k per six‑month interval. Evaluation criteria emphasize technical competence, past performance, and cost, with small‑business and DVBE preferences applied only as tie‑breakers. • Deliver a vendor‑hosted, bilingual, ADA‑compliant callback portal linked from CoveredCalifornia.com. • Meet high concurrency (10 k consumer, 6.5 k representative) and ≤5‑second page‑load performance. • Provide full documentation, training, and ongoing maintenance for at least one year, with optional extensions.