Student Engagement Platform

The agency is seeking a student engagement platform that enables communication with students via text message from any device, including Windows computers, Apple or Android phones, and tablets. The system must allow multiple team members to manage a single texting account from a shared inbox. To streamline operations, the chosen solution must interpret incoming texts, respond automatically when the student's intent is known, and notify staff when human intervention is required. The scope of work requires the platform to organize campaigns that report on specific outreach initiatives. The agency requires robust reporting and analytics capabilities, including metrics for reply rates, delivery rates, and sent message totals at the team, user, and individual message levels. Additionally, the system must allow users to export text messages, opt-out changes, and undelivered messages. Bidders must provide detailed information regarding ongoing support for the proposed software, including post-go-live support services. The proposal must outline support turnaround times, resolution times for incidents, escalation procedures, and the upgrade release methodology. Only onshore organizations based in the United States are eligible to bid, and the performance of the work will be conducted offsite. The agency is currently looking for proposals to establish the budget and has not disclosed key dates in the initial solicitation.