The contracting organization requires the provision of eCAMS software to facilitate change requests within their system. Service scope includes defect resolution, technical support, and installation of software patches or upgrades from Health. The contractor must deliver continuous software technical support, ensuring the software product remains operational at all times. Support services are expected to be available 24/7 year-round, with requests for technical support acknowledged within one hour and remediation efforts initiated within 24 hours of request receipt.

Key functional areas covered under this contract include member management and eligibility, benefit administration, provider management, fee schedule and contract management, authorizations and referrals, claims adjudication and processing, customer management, accounts payable, financials, correspondence, reporting, security and audit trails, data exchange services, and the capacity to scale for large claims volumes. The contractor is expected to provide timely email acknowledgments to the designated point of contact and commence resolution procedures efficiently.