Text Messaging Systems

The Vendor is required to provide a Software as a Service (“SaaS”) solution for a WIC Automated text messaging & two-way texting service.
- Messaging shall include appointment reminders, no-show follow up, annual/recall notices, immunization notices, WIC pick-up notices, clinic closures/provider rescheduling notices for WIC participants.
- System Requirements/Capabilities
• The solution must provide automated appointment reminders and missed appointment notifications.
• The solution must provide real time, 2-way conversational text messaging for appointment reminders, and ongoing direct participant engagement.
• The solution must provide closed clinic and emergency messages.
• The solution must support the capability to deliver targeted, real-time messaging to defined groups or sub-groups.
• The solution must provide text and email messages in English and Spanish. Other languages are optional.
• The solution must view real time text and voice responses from the web portal.
• The solution’s chat texting capabilities must not require an App for the participant.
• The solution’s chat texting capabilities must include useful features such as auto translate, clinic out-of-office auto responses, and chat templates.
• The solution must offer chat messages from current, local, and recognizable phone numbers that support sender identification.
• The solution must provide multiple levels of access. Access allows Admins to have a high level of control, while also allowing autonomy for its users at the agency and clinic levels who can send messages and view results only to participants within their areas.
• The solution must be capable of creating its own messages or using our pre-defined scripts when needed.
• The solution must provide automated messaging services that include telephone, text messages, and/or emails.
• Messaging shall include appointment reminders, no-show follow up, annual/recall notices, immunization notices, WIC pick-up notices, clinic closures/provider rescheduling notices for WIC participants.
• The solution must support configurable consent management (optin/opt-out) and maintain records of consent.
• The solution must include automated opt-out handling (e.g., STOP) and opt-in handling (e.g., START).
• The solution must prevent sending messages to opted-out recipients unless re-consent is documented.
• The solution must allow the State to increase or decrease message volume and/or user count.
• The solution must minimize redundant data entry and data manipulation. For example, solution must auto-populate fields with data from related fields where applicable.
• The solution must support password policies that meet State security standards (minimum length, complexity, expiration).