Vital Records Processing Service

Background
The Alabama Department of Public Health (ADPH), specifically the Center for Health Statistics (CHS), is seeking a vendor to provide vital records processing services. The goal of this contract is to enhance the efficiency and accessibility of vital records services through various channels including telephone, Internet, fax, in-person, and mail. This initiative aims to streamline the process for obtaining vital records such as birth and death certificates.

Work Details
The vendor will be responsible for providing comprehensive vital records processing services which include:

1. **Telephone/Fax Processing Services**:
- Provide call center services for inquiries and orders via telephone or fax.
- Maintain a dedicated toll-free number with representatives available from 7:00 a.m. to 7:00 p.m. CST, Monday through Friday.
- Authenticate customer identities and securely process credit/debit card payments.
- Ensure compliance with security guidelines and HIPAA requirements.

2. **In-Person Processing Services**:
- Provide self-service kiosks in Alabama Vital Records offices for customers to order records and make payments.

3. **Mail Processing Services**:
- Handle incoming mail requests, including sorting applications and securely managing application data.

4. **Online Processing Services**:
- Supply, install, and host a web-based remote ordering system that is PCI-DSS compliant and allows customers to order multiple certificates online.

5. **Funeral Home Portal Services**:
- Create an interface for funeral homes to efficiently order multiple death certificates with expedited shipping options.

Period of Performance
The contract will be established for a period of 12 months with options to extend for additional 12-month periods up to five years total, contingent upon mutual agreement between the state and the supplier.

Place of Performance
Services will be performed within the State of Alabama, specifically at designated Alabama Vital Records offices and through remote operations managed by the vendor.