Call center case management system


California Department of Public Health


Data Analytics, Data Collection


Budget Exists

Procurement Method:

View doc

Application Period:

April 23, 2020


May 8, 2020 11:59 PM

Q&A Period:

April 23, 2020 - May 1, 2020


The State of California is seeking a case management software solution to serve as the platform for COVID-19 contact tracing for our local health jurisdictions (LHJs) and the State


Currently, the Sate lacks a comprehensive case management system that can serve as the backbone for California’s local health jurisdictions (LHJs) and the State. As a result, LHJs are utilizing a wide range of technology solutions creating a heterogenous environment for the State resulting in data inconsistencies, sharing data, and challenges in having a unified database.

Requirements & Outcome

The State of California seeks to identify a software application that can potentially serve as the platform for COVID-19 contact tracing work by California’s local health jurisdictions (LHJs) and the State.  Key requirements:  

  1. Strong case management functionality with experience supporting the work of case investigators and contact tracers
  2. Able to provide each local health jurisdiction (LHJ) with its own exclusive operating space (with each LHJ controlling its own user roles, data, scripts, and alerts) and also enable an LHJ to transfer cases to other LHJs and contacts to and from a central “surge capacity” contact tracing operation run by the State
  3. Extremely easy to learn and use (can be used by a newly trained layperson quickly and without extensive training)
  4. Easily configurable scripts and alerts (bonus:  if COVID-19 contact tracing-specific scripts and alerts have already been built into the system)
  5. Strong role management (different users can be given different access/tasks)
  6. Ability to provide web, mobile, and offline interfaces
  7. Ability to scale to the needs of California
  8. Ability to support 3rd party integrationsDescribe your solution's ability to import and export data
  9. Ability to support text messaging-based outreach and automated two-way messaging to support ongoing monitoring with translation and language capabilities
  10. Ability to meet HIPAA-compliance and enter into a Business Associate Agreement (BAA)