HHS ACF - Call Tracking & Logging System for UAC Sponsors - MRAS

The Department of Health and Human Services (HHS), through the General Services Administration (GSA), is conducting market research to identify potential solutions for a call tracking and logging system. This initiative is aimed at supporting the Office of Refugee Resettlement (ORR) under the Unaccompanied Children (UAC) Program. The primary goal of this contract is to create a centralized system that efficiently manages and documents communications between UAC sponsors and personnel from the Administration for Children and Families (ACF), including Federal Field Specialists, Case Managers, and Investigators.

The requested solution involves developing a secure, cloud-based call tracking system capable of handling sensitive data such as Personally Identifiable Information (PII) and Protected Health Information (PHI). The system should log call metadata, record conversations, and facilitate effective case management. The contractor will be responsible for providing either an installable software application or a fully managed system solution that integrates seamlessly with existing ACF systems like ORRbit. Additionally, the solution must be FedRAMP Moderate authorized to ensure compliance with federal security standards.

Key requirements include a user interface supporting approximately 70 concurrent users, the capacity to handle 400-600 calls daily, and robust integration capabilities with current government systems. The contractor will also provide comprehensive training for users, ongoing operations support, maintenance services, and ensure 24/7 availability of the system. While telephony hardware is out of scope for this project, all other aspects related to call tracking and logging are included in this solicitation.