California Health and Human Services Agency PO-HS-26008149

Purchase of Interactive Voice Response (IVR) Systems and Services for California Health and Human Services Agency

The California Health and Human Services Agency, a state government entity in California, awarded a purchase order (PO-HS-26008149) to INTERMEDIA.NET INC. for Interactive Voice Response (IVR) Systems and associated services. The procurement includes Contact Center Elite User Concurrent Contact Center licenses for 480 agents, hosted voice services with 800 converged minutes per license, Twilio Outbound Notifications Software, and professional services comprising enhancements, upgrades, and call recording storage for one year per agent. The contract amount totals approximately $13,852,108. The monthly recurring charges include dedicated Client Service Manager (CSM) support. The period for recording storage and some services is from 9/30/2025 to 9/29/2026. Key contacts include Richard Rodriguez (end user), Gustavo E. Trujillo (procurement contact), and Will Jones (vendor contact). Pricing, terms, and conditions comply with the purchase order, and specific agreements such as BAA and ISPR are required to be negotiated by ISD.

Description

INTERACTIVE VOICE RESPONSE (IVR) SYSTEMS TO INCLUDE THE FOLLOWING: Contact Center Elite User Concurrent Contact Center license for Each Agent QTY: 480 -$139.99 Per License Per Month HOSTED VOICE STANDALONE QTY. 0 1000 ADDL CNVRGD MINS LD ONLY (600K LD MINUTES) QTY. 800 MINUTES PER LICENSE PREMIUM SEAT PACK-1 QTY. 0 HOSTED CONTACT CENTER PLAT AGT QTY. 0 120 DAY CALL REC PREM/PLATINUM QTY. 0 HOSTED VOICE STANDALONE BUNDLE QTY. 0 HOSTED VOICE PRO INSTALL- NRR QTY.0 CONVERGED MINUTES LD ONLY OUT- INTRA QTY.0 CONVERGED MINUTES LD ONLY OUT- INTER QTY.0 HOSTED VOICE MASTER LOCATION MH100 QTY.0 BYOB QTY.0 CLIENT SERVICE MANAGER QTY. 0 NOTE MONTHLY RECURRING CHARGE INCLUDES CLIENT SERVICE MANAGER (CSM) SUPPORT. CSM WILL BE DEDICATED AND REMOTE FOR DURATION. LINE IS NOT TAXABLE; INTERACTIVE VOICE RESPONSE (IVR) SYSTEMS-TWILIO TWILIO - OUTBOUND NOTIFICATIONS SOFTWARE ELECTRONIC DELIVERY - LINE IS NOT TAXABLE; INTERACTIVE VOICE RESPONSE (IVR) SYSTEMS-PROFESSIONAL SERVICES PROFESSIONAL SERVICES TO INCLUDE ENHANCEMENTS AND UPGRADES Contact Center - Recording Storage 365 days Storage of Call Recording for One year per agent PERIOD: 9/30/25-9/29/26 LINE IS NOT TAXABLE PRICING, TERMS AND CONDITIONS ARE IN ACCORDANCE WITH THIS PURCHASE ORDER. DEPT END USER CONTACT: RICHARD RODRIGUEZ richrodriguez@dhs.lacounty.gov DEPT PROCUREMENT CONTACT: GUSTAVO E. TRUJILLO GTRUJILLO3@DHS.LACOUNTY.GOV VENDOR CONTACT: WILL JONES wjones@intermedia.com PLESAE SEND INVOICE TO: E: GHXODAP.LACOUNTY@NA.FIRSTSOURCE.COM ***************************************************** ISD BUYER NOTE: BAA/ISPR ARE BOTH REQUIRED AND WILL NEED TO BE NEGOTIATED BY ISD. ****************************************************** FOR INTERNAL USE ONLY: BUYER NAME: GUSTAVO E. TRUJILLO IRIS REQ: 688-26011 UNIT: 20023 REQUESTOR: ALVIN PHUNG PRIOR: PO-HS-25008181