# Texas DIR/ESBD #HHS0017117

Texas HHSC statewide eligibility call-center and processing support services

**Posted:** November 10, 2026
**Respond By:** December 11, 2026
**Identifier:** HHS0017117
**NAICS:** 561422, 561110

Texas Health and Human Services Commission (HHSC) is seeking a contractor to deliver statewide Eligibility Support Services for public benefits programs.
- **Government buyer**
  - Texas Health and Human Services Commission (HHSC), HHSC Procurement and Contracting Services (PCS), within the Texas Health and Human Services System; the system includes the Department of State Health Services (DSHS).
  - Services support SNAP, TANF, and Medicaid across Texas, including eligibility offices, Community Partners, telephone, mail, fax, and internet channels.
- **Services requested**
  - Statewide call-center and inquiry handling; application and document processing, image association and routing; outbound correspondence by print/mail, email, and SMS; and related administrative support.
  - Additional work includes special handling, fair hearings, complaints and disputes, fraud/abuse/waste referrals, training, reporting, quality assurance, security, business continuity, and transition/turnover support.
  - The contractor will use HHSC systems including TIERS and YourTexasBenefits.com and assume the existing call-center sites in Athens, Edinburg, and San Antonio.
  - No equipment or product line items, product quantities, or product part numbers are specified. HHS0017117 is the solicitation identifier, not a product part number.
- **OEMs and vendors**
  - No OEMs, resellers, or prospective service vendors are named in the opportunity materials. HHSC and DSHS are government entities, not suppliers.
- **Notable requirements**
  - Call-handling accuracy must be at least 95%; average speed of answer must not exceed 610 seconds. Call abandonment limits are 15% overall and 10% for the Special Escalation Unit.
  - At least 90% of non-expedited document-processing tasks must be completed by the next business day; application-support images must be associated with the correct client files, including processing unidentified images for case-file association.
  - The contract includes 39 key performance requirements with associated liquidated damages and a 26% VetHUB subcontracting utilization goal.
  - Cost-proposal transaction volumes are evaluation estimates, not guaranteed quantities.
- **Value and term**
  - The notice estimates a contract value of $900 million. Historical compensation for the previous three-year contract was approximately $293.8 million; future volumes and compensation are not guaranteed.
  - The initial term is 36 months, with 24 months of optional extensions and a possible additional option period of up to 12 months for immediate operational or service-delivery needs. A 12-month transition phase is identified; the cost proposal also identifies 24 months of operations during the initial term.

### Description

The Health and Human Services Commission seeks qualified respondents to provide Eligibility Support Services (ESS) supporting its current eligibility system. The system provides access to services through statewide eligibility offices, Community Partners, telephone, mail, fax, and the internet. Services must be provided according to the RFP specifications. The source lists an estimated value of $900,000,000 and coverage across all 25 highway districts and five zones.

[View original listing](https://www.txsmartbuy.gov/esbd/HHS0017117)