Arizona Health Care Cost Containment System - AHCCCS AI Call Center Integration IV&V Services - YH27-0048 (2026)
Arizona Health Care Cost Containment System (AHCCCS) | State of ArizonaState · Phoenix, AZ- Due
- Nov 2, 2026
- 4 days left
- Posted
- Oct 2, 2026
- Contract term
- 3 years
- Primary contact
- Patrick Breazeale
The 30-second brief
The Arizona Health Care Cost Containment System (AHCCCS) is seeking Independent Verification and Validation (IV&V) services for the AHCCCS AI Call Center Integration initiative. The project implements an artificial intelligence (AI) powered customer service solution integrating the Genesys Cloud platform with ServiceNow to provide an intelligent omnichannel customer experience supporting voice, chat, and SMS interactions. Services include independent oversight and objective assessment of project management, technical implementation, system integration, UAT testing, operational readiness, security controls, privacy compliance (HIPAA), and deployment activities. Proposals are due by November 2, 2026, at 3:00 PM Arizona Time, with questions due by October 14, 2026, at 3:00 PM Arizona Time. The contract term is 3 years with an anticipated DDI period of 6 to 12 months.
IV&V Work Plan, IV&V Checklist(s), Initial IV&V Report, Quarterly IV&V Status Report, Monthly Status Report, Weekly Status Report, Testing Evidence Review memos, Independent UAT Certification Assessment Memorandum, ORR / Go Live Readiness Assessment Report, Ad Hoc Briefings, Close Out Report
Experience and Capacity, Methodology and Approach, Pricing proposal
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Summary
The Arizona Health Care Cost Containment System (AHCCCS) is seeking Independent Verification and Validation (IV&V) services for the AHCCCS AI Call Center Integration initiative.
The project implements an artificial intelligence (AI) powered customer service solution integrating the Genesys Cloud platform with ServiceNow to provide an intelligent omnichannel customer experience supporting voice, chat, and SMS interactions. Services include independent oversight and objective assessment of project management, technical implementation, system integration, UAT testing, operational readiness, security controls, privacy compliance (HIPAA), and deployment activities. Proposals are due by November 2, 2026, at 3:00 PM Arizona Time, with questions due by October 14, 2026, at 3:00 PM Arizona Time. The contract term is 3 years with an anticipated DDI period of 6 to 12 months.
EVALUATION CRITERIA
3- Experience and Capacity
- Methodology and Approach
- Pricing proposal
REQUIRED DELIVERABLES
11- IV&V Work Plan
- IV&V Checklist(s)
- Initial IV&V Report
- Quarterly IV&V Status Report
- Monthly Status Report
- Weekly Status Report
- Testing Evidence Review memos
- Independent UAT Certification Assessment Memorandum
- ORR / Go Live Readiness Assessment Report
- Ad Hoc Briefings
- Close Out Report
REQUIRED ATTACHMENTS
5- Cover letter
- Name and contact information of person responsible for response
- Experience and Capacity of the Firm and Key Personnel
- Methodology and approach
- Attachment A: Pricing Schedule
REQUIRED STAFFING
7- Submit to
- [email protected]
- Scope location
- Phoenix, AZ
- Reported agency
- Arizona Health Care Cost Containment System
Questions about this BID
How do I respond to this Bid from Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona?
Review the full solicitation document for submission requirements, evaluation criteria, and deadlines. The submission deadline is November 2, 2026. The solicitation specifies required deliverables that must be addressed in your response. Be sure to include all required attachments as outlined in the solicitation. Submissions should be delivered to: [email protected]. For questions, contact Patrick Breazeale.
Can small businesses or minority-owned firms bid on this Bid?
Most government agencies, including Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona in AZ, encourage participation from small businesses, minority-owned, women-owned, and disadvantaged business enterprises (MBE/WBE/DBE). Check the full solicitation for any small business participation goals.
What happens after the Bid submission deadline?
After the deadline, the issuing agency reviews all submissions against the stated evaluation criteria. This typically includes a compliance check, technical evaluation, cost analysis, and may involve oral presentations with shortlisted vendors.
Can I ask questions about this solicitation before submitting?
Yes, most solicitations allow vendors to submit questions during a designated period. The primary contact is Patrick Breazeale. Questions and answers are typically shared with all prospective bidders.
What staffing is required for this project?
This solicitation outlines specific staffing requirements. The required roles include: Project Manager, AI Call Center & Customer Experience Subject Matter Expert (SME), Quality Lead, Technical Subject Matter Acquaintance (SMA), Contact Center Operations SME, Genesys Integration SME, ServiceNow SME. Proposers should demonstrate relevant qualifications and experience for each required role.
What are the key deliverables?
The solicitation specifies the following deliverables: IV&V Work Plan, IV&V Checklist(s), Initial IV&V Report, Quarterly IV&V Status Report, Monthly Status Report, Weekly Status Report, Testing Evidence Review memos, Independent UAT Certification Assessment Memorandum, ORR / Go Live Readiness Assessment Report, Ad Hoc Briefings, Close Out Report. Proposals should clearly address how each deliverable will be met.
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What are the evaluation criteria for this solicitation?
This solicitation includes specific evaluation criteria that will be used to score proposals. The criteria include: "Experience and Capacity, Methodology and Approach, Pricing proposal" Vendors should carefully align their proposals with each criterion to maximize their score.
Where can I find more RFPs from Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona?
All active and historical solicitations from Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona are tracked and searchable. As a state agency, Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona regularly publishes solicitations. Visit the agency profile to see current open bids, past contracts, vendor relationships, and decision-maker contacts.
What is the contract term for this solicitation?
The anticipated contract term is 3 years. Contract terms may include renewal options.
Is this solicitation still open for submissions?
Based on the posted deadline of November 2, 2026, this solicitation appears to still be accepting submissions. Deadlines may change through amendments or addenda, so always verify the current status directly with the issuing agency before preparing your response.
What documents are required to bid on this Bid?
Requirements vary by solicitation, but common documents include a technical proposal, cost/price proposal, proof of insurance, relevant certifications, past performance references, and any forms specified in the solicitation. This solicitation specifically requires the following attachments: Cover letter, Name and contact information of person responsible for response, Experience and Capacity of the Firm and Key Personnel, Methodology and approach, Attachment A: Pricing Schedule. Additionally, proposals should address staffing requirements as outlined in the solicitation. Review the full document from Arizona Health Care Cost Containment System (AHCCCS) | State of Arizona for the complete list.
What is the scope of this project?
This solicitation defines a specific project scope. The scope covers the following locations: Phoenix, AZ. Review the full solicitation for detailed scope requirements.