Special Notice / Hearing: None
Vote Required: Majority
To: Honorable Board of Supervisors
From: Colleen Chawla, Chief, San Mateo County Health
Rich Bailey, Chief Information Officer, San Mateo County Health
Subject: Agreement with Ellit Groups LLC to Provide Call Center and Tier 1 Support Services for San Mateo County Health
RECOMMENDATION:
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Adopt a resolution authorizing an agreement with Ellit Groups to provide Call Center and Tier 1 support services to San Mateo County Health staff and MyChart support to end-users of the Electronic Health Record, for the term of October 1, 2025, through September 30, 2030, in an amount not to exceed $4,459,675, and authorizing and directing the Board President to execute the agreement on behalf of the County.
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BACKGROUND:
In December 2022, the Board approved an agreement with Epic Systems Corporation to replace the County’s existing Electronic Health Record (EHR) system. As part of the transition to the new system, San Mateo County Health (SMCH) recognized the need to establish a new Call Center. This Call Center will provide Tier 1 support to County staff for EHR-related procedures, processes, and issues. In addition, the Call Center will also serve as a critical support resource for patients, customers, and clients using the new EHR portal, MyChart.
DISCUSSION:
To support the successful rollout of the new EHR system, it is essential to implement a scalable Call Center and Tier 1 support service capable of handling high volumes of SMCH users as well as the public using MyChart. The support team must have a strong understanding of the new EHR platform and related services.
In March 2025, Health Information Technology issued a Request for Proposals for a Call Center and Tier 1 support solution. Ellit Groups emerged as the recommended vendor based on their demonstrated experience with our EHR system, strong staff preference, and positive client references. Thus, staff recommends that the County enter into an agreement with Ellit Groups for a five-year term of October1, 2025 through September 30, 230 and a maximum fiscal obligation of $4,459,675 (“Agreement”).
The resolution contains the County’s standard provisions, allowing amendment of the County’s fiscal obligations by a maximum of $25,000 (in aggregate).
It is anticipated that, with the Agreement with Ellit Groups, the Call Center will meet key performance targets for Tier 1 EHR and MyChart support inquiries, such as 90% of support inquiries will be resolved during the initial contact without requiring escalation or follow-up, 100% of MyChart-related inquiries will be responded to and resolved within 24 hours of initial contact, and an average Customer Satisfaction (CSAT) Score of 4.0 or above (out of 5.0 total) will be maintained.
The Information Services Department has reviewed and approved the IT components of the Agreement.
The County Attorney has reviewed and approved the resolution and Agreement as to form.
PERFORMANCE MEASURE:
|
Measure |
FY 2025-26
Estimated |
FY 2026-27
Projected |
|
Percentage of support inquiries resolved during the initial contact without requiring escalation or follow-up. |
65% |
90% |
|
Percentage of MyChart-related inquiries that are responded to and resolved within 24 hours of initial contact |
95% |
100%
|
|
Maintain an average Customer Satisfaction (CSAT) Score of 4.0 or above (out of 5.0 total) |
4.5 |
4.7 |
Community Impact:
A Call Center will improve equitable health outcomes of San Mateo County residents by increasing health literacy and offering essential support, ensuring no community member is without guidance when needed. The Call Center will focus on equitable service by handling calls in multiple languages and connecting underserved groups—including low-income, elderly, at-risk, and non-English speakers, to vital healthcare services. Demographically, over the past 18 months, the largest groups of specialty care patients at San Mateo Medical Center (SMMC) (the largest SMCH division using the Call Center) were women (52%), Hispanic or Latino (63%), and predominantly Spanish-speaking (55%). SMMC aims to remove bias in healthcare by providing culturally competent training to its doctors and following up with patients to ensure continued access to specialized care, thereby reducing disparities and building trust in the healthcare system.
FISCAL IMPACT:
The amount of this agreement is not to exceed $4,459,675. Funds in the amount of $630,000 are included in SMCH’s FY 2025-26 Adopted Budget. Future year costs of $840,000 will be included in the FY 2026-27 Recommended Budget. This agreement is funded as part of the EHR budget, which is funded by SMCH reserves, the General Fund, and SMCH divisions.
Attachment - RFP Matrix