Inter-Departmental Correspondence

Human Services Agency



November 12, 2003


December 2, 2003



Honorable Board of Supervisors


Maureen D. Borland, Director, Human Services Agency


Kathryn Ciamarro, Director of Automation


Agreement with InTelegy for Consulting and Automation Integration Services for the Health Insurance TeleCenter (HIT)



Adopt a Resolution authorizing:


A Waiver of the Request for Proposal (RFP) Process; and



The execution of an Agreement with InTelegy in the amount of $188,000. The term of the Agreement is December 2, 2003 to November 30, 2004.



The Human Services Agency has implemented a call center for ongoing Medi-Cal cases in order to reduce long term costs and improve efficiencies. In order to fully realize these goals a number of technologies are needed to help facilitate communication, knowledge sharing, tracking and reporting. These include an Interactive Voice Response system (IVR), redesigned Intranet, Computer Integrated Telephony (CIT) and upgraded hardware and software infrastructure.



A number of automation projects are currently underway within the Agency. These projects, though distinct from one another, must come together to provide Medi-Cal TeleCenter workers with the tools needed to perform their jobs successfully. InTelegy offers considerable expertise in call center implementations at the program level as well as the technical level. InTelegy will provide the resources to oversee the integration of the technical components and ensure that each project and technology amalgamate effectively into a comprehensive support system at the TeleCenter worker's desktop. Additionally, InTelegy will provide consulting services to TeleCenter managers to assist with troubleshooting, quality control, planning and the identification of system enhancements throughout the first year of operations.

InTelegy has been integral in the planning and design of the Health Insurance TeleCenter. They have worked closely with Agency staff in preparing for this large scale change in business practices and are well acquainted with the Agency's business needs as well as the needs of our clients. Additionally, they have been instrumental in the deployment of Child Support Services very successful call center operation. It's for this reason that a Request for Proposal Waiver is in the best interest of the County. County Counsel has approved this Agreement as to form, and Risk Management has approved the evidence of insurance.


Vision Alignment

The Agreement with InTelegy keeps the commitment of: Responsive, effective and collaborative government and goal number 21: County employees understand, support and integrate the County vision and goals into the delivery of services. This Agreement contributes to this commitment and goal since Intelegy will assist the Human Services Agency in implementing and supporting the Health Insurance TeleCenter in a way that takes full advantage of technological solutions to improve service delivery to clients.


Fiscal Impact

The term of this Agreement is December 2, 2003 to November 30, 2004, in the amount of $188,000. For Fiscal Year 2003-04, the amount is $101,300 and for Fiscal Year 2004-05, the amount is $86,700. This cost will be funded with 47.50% state and 50% federal revenue. The Net County Cost is $4,700. Appropriation for this Agreement has been included in the Adopted Budget for FY 2003-04.