Case Management Software for Hidalgo County Community Service Agency

The Hidalgo County Community Service Agency (HCCSA) seeks proposals from qualified vendors to provide, configure, implement, migrate data to, train users on, host, maintain, and support a cloud-based customer management software. The selected solution shall be scalable, secure, user-friendly, and configurable to meet HCCSA’s current and future program requirements without unreasonable dependence on vendor programming.

Hidalgo County (hereinafter referred to as “COUNTY”) is seeking qualified respondents interested in providing services for the "Case Management Software for Hidalgo County Community Service Agency".

The selected vendor shall provide all professional services, software licenses (minimum of 40 users), hosting, configuration, interfaces, documentation, training, testing, migration, project management, and ongoing support necessary to deliver a fully operational solution. The vendor shall identify all assumptions, exclusions, dependencies, third-party products, optional services, and additional costs.

Project Objectives

• Implement a centralized customer management system to securely manage client and household information across authorized HCCSA programs.
• Provide accessible online and staff-assisted application intake in English and Spanish.
• Standardize eligibility, review, approval, service-delivery, referral, and follow-up workflows.
• Reduce duplicate data entry, manual tracking, and fragmented document storage.
• Improve application-status communication and timely resolution of missing information.
• Support program, fiscal, management, grant, audit, and regulatory reporting.
• Protect confidential information through strong security, access, audit, backup, and recovery controls.
• Enable integrations with approved county, communication, reporting, and third-party platforms.

Functional Requirements

• Client portal and application intake
• Client, household, and case records
• Eligibility, benefits, and program administration
• Document and records management
• Client communications and artificial intelligence
• Reporting and analytics

The vendor shall use a documented implementation methodology and assign an experienced project manager. The project plan shall identify tasks, owners, dependencies, decisions, deliverables, milestones, risks, testing activities, training, cutover, and post-launch support.

Respondents have two (2) options for submitting a response. Respondents shall select one only (1) method to respond:

• Submit responses electronically via the PORTAL: https://procurement.opengov.com/portal/co-hidalgo-tx on or before **Friday, November 6, 2026, at 3:00 pm**.
• Submit one (1) hard copy and one (1) USB in original PDF format via personal hand-delivery or delivery service.

Any Proposal received after this deadline will not be accepted and will be returned unopened to the sender.

Questions must be submitted via the PORTAL'S Question and Answer Tab (Q&A) no later than **Thursday, October 29, 2026, at 5:00 pm**. Telephone inquiries will not be accepted.

It is intended that the initial contract term will be for one (1) year commencing on the date approved by Commissioners Court; with the County’s option to renew/extend for an additional two (2) one (1) year term, under the same rates, terms, and conditions.

An Offeror’s submitted response is to remain firm for a minimum of ninety (90) days after opening. No award can be made until approved by Hidalgo County Commissioners Court.