Awarded vendors
- Contra Costa County
Description
The California Health Benefit Exchange solicited a single county to operate a statewide Service Center that would handle eligibility determination and enrollment for ACA‑related health programs using the CalHEERS system. The selected vendor, Contra Costa County, must staff a minimum of 90 full‑time‑equivalent call‑center agents, along with supervisors, managers, and a site director, and provide facilities, training, and performance management. Reimbursement is on a fixed hourly rate basis for productive time logged in a dedicated call‑queue, with additional fixed‑rate payments for dedicated managerial positions. Key milestones include a pilot operation by July 1 2013 and full go‑live by October 1 2013, with strict service‑level metrics and potential penalties for non‑performance. The contract runs from February 1 2013 through January 31 2015, with the possibility of up to three one‑year extensions.