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 ...
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