Member Communications Engagement Platform

The vendor is required to provide member communications engagement platform to execute omnichannel communications campaigns via text, interactive voice recording and email.
- Responsibilities
•    Delivering, deploying, and maintaining a cloud-based, act compliant, secure, scalable and multilingual member engagement platform that includes omnichannel outreach capabilities. 
•    The platform must have an easy-to-use interface that doesn’t require members to download or install an app.
•    Assisting agency in optimizing the appropriate use of artificial intelligence and machine learning through the platform, including:
o    Using AI and ML technologies to analyze campaign responses and trigger intelligent workflows, with clear controls and override options for human review and intervention.
o    Ensuring AI-generated responses are culturally and linguistically appropriate, and that no decisions impacting member benefits, eligibility or member rights are made solely by AI.
•    Updating agency on ai behavior trends, continuously refining algorithms based on real-world engagement data.
•    Advising agency of relevant regulatory changes, such as new act rules, and assisting agency with modifying its programs as necessary to ensure the organization remains compliant.
•    Attending weekly meetings with agency staff using the platform, attending biweekly cross-department meetings, and scheduling quarterly business reviews to update leaders about platform usage, best practices and campaign metrics.
•    Designating a dedicated account manager and technical staff to handle agency account.
•    Maintaining a documented disaster recovery and business continuity plan, with tested failover capabilities, and provide annual attestation of readiness.
•    Offering guidance on best practices related to message development for a low-literacy audience.
•    Build and launch campaigns in all eight threshold languages, including delivering automated replies to users in corresponding languages and translating user replies into english for agency staff’s understanding and analysis.
•    Provide access to a secure, web-based dashboard displaying real-time delivery status, bounce and failure rates, response rates and opt-out metrics and capable of generating modular user reports.
•    Integrate fully with agency member databases, member portal and other information architecture, so that digital campaign information and results seamlessly transfer to agency internal systems.
•    Provide support during agency business hours and be available for weekly sync meetings and quarterly strategic reviews. 
•    Support includes:
o    Building campaigns in multiple languages from scripts provided by agency 
o    Implementing feedback from agency on campaign workflows and builds
o    Testing campaigns in multiple languages
o    Resolving technical issues.
- Platform requirements
•    Support flexible system architecture options related to member contact data. 
•    The platform must be capable of either:
o    Serving as the primary member contact system of record (i.e., retaining the authoritative dataset for all contact-related campaign activity), or
o    Seamlessly integrating with agency existing or future internal member contact system of record, by transmitting data bidirectionally.
•    Provide one-way and two-way communications in agency eight threshold languages as well as proper formatting for right-to-left languages.
•    Ensure prevention of over-texting members across all business lines and campaigns in adherence to agency internal texting policy and any regulatory guardrails (e.g., through cross-campaign suppress, frequency capping)
•    Capture responses on all communication channels
•    Maintain an up-to-date opt-out registry with real-time synchronization to ensure compliance with telephone consumer protection act (TCPA), policies. 
•    Provide the following two architectural options: 
o    Serve as the central opt-out registry for all member communication channels, accessible via API or flat file to other agency systems
o    Integrate with an internal agency opt-out system of record, ensuring updates are bi-directional and reflect real-time member preferences
•    Identify mobile numbers and landline numbers to distinguish users who can receive text messages.
•    Provide dashboard-style reporting to ensure agency has access to key performance metrics about campaign executions, allowing for modifications to future campaigns if necessary and providing real-time information to be shared with leaders. 
•    Reporting should be flexible for summary or detailed reports, based on the goals of the campaign, so that:
o    Campaign performance can be tracked by language, geography, modality and campaign type.
o    Campaign reports can be generated with delivery rates, bounce and failure rates, and member responses and engagements.
o    An audit trail of all messages sent, and member interactions can be maintained by the contractor.
•    Offer sophisticated security protocols to ensure outreach is performed accurately, without defects and according to federal and state laws, and agency policies. 
•    This includes:
o    Compliance with all state and federal regulations, including act, centers for medicare and Medicaid services, department, and the provisions of act.
o    Provide act-compliant platform and secure encryption texting capability to ensure the safe management of protected health information (phi) and other sensitive data.
•    Retain data records for ten years at minimum.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: November 17, 2025