210000001419.pdf

STATE OF MICHIGAN

ENTERPRISE PROCUREMENT

MDHHS

CONTRACT CHANGE NOTICE

CONTRACT SUMMARY

Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

September 1, 2021 August 31, 2026 5 - 1 Year August 31, 2026

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

MINIMUM DELIVERY REQUIREMENTS

N/A

P-Card Direct Voucher (PRC) Other Yes No

440 Burroughs St. Suite 200

Detroit MI 48202

Kari Larson

734-730-8884 kari@civilla.com

CV0058129

HUMANS FIRST DETROIT

C O

N

TR

A C

TO

R

517-243-8710

Millerh1@michigan.gov

Adam Ashley

(517) 855-1376

MDHHS

Holly Grandy-Miller DTMB ashleya2@michigan.gov

C ontract

A dm inistrator Program M anagerSTA

TE

N/ANET 45

Change Notice Number 4

Contract Number MA210000001419 to

DESCRIPTION OF CHANGE NOTICE

OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

0 Years

$5,237,280.00 $0.00 $5,237,280.00

DESCRIPTION

Effective July 24, 2025, the attached Schedule A - Statement of Work is hereby added to the Contract for MDHHS. The parties agree to amend Change Notice #2 to clarify that the expectations for the Contractors support services in Redesigning the Policy Navigation Experience applies to the MDHHS KMS business processes and policies only; the Contractor recognizes project success is dependent on and requires collaboration with the DTMB technical team to test, configure and implement software for a single KMS platform or application.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, and DTMB Central Procurement approval.

Schedule A – Statement of Work Redesigning the Policy Navigation Experience Statement of Work: Design, Testing and Implementation

BACKGROUND

MDHHS Economic Stability Administration (ESA) local office staff determine eligibility for five public assistance programs, Food Assistance, Cash Assistance, Medicaid, State Emergency Relief, and Child Day Care, within an integrated system. Currently staff must navigate several webpages to access policy and business processes to locate information for case processing. This can lead to worker frustration, inconsistent application of policy and incorrect eligibility determinations.

MDHHS ESA has partnered with Civilla for the last six months to conduct human-centered research to provide actionable recommendations for a knowledge management system for ESA staff to efficiently access policy, business processes, job aids, and training. Learnings from phase one will guide the next phases of design, testing and implementation.

The end goal is to produce a knowledge management system that integrates user feedback, technology optimization, and a governance process for sustainability, thus improving worker experience and operational efficiency. This work includes the phases of design, testing, and implementation.

SCOPE

ESA wants:

• An ESA knowledge management system prototype designed to meet the needs of front-line staff, created from user feedback and recommendations,

• Redesigned policy manuals that create efficiency for staff,

• User testing and pilot of prototype and redesigned policy manuals

• Technical and design requirements for development of the knowledge management system to be implemented at scale,

• A governance process for sharing and maintaining the system, and

• Training and implementation support launching the knowledge management system.

Upon completion of this project, ESA should have a knowledge management system, template for policy manuals and sustainable governance process that meets the needs of end users.

REQUIREMENTS OF WORK AND DELIVERABLES

1. Design & Testing:

a. Design a knowledge management system prototype that undergoes user testing

b. Redesign frequently used policy manuals that undergo user testing to create worker efficiency

c. Small-scale pilot to test the prototype and redesigned policy manuals

d. Evaluate technical solutions with the ESA technical team

e. Design a governance model to support maintenance of knowledge management system with policy teams and stakeholders

2. Implementation:

a. Partner with ESA technical team to develop knowledge management system providing technical and design requirements.

b. Create a template and guidance to redesign policy manuals over time.

c. Establish a governance model for maintaining the knowledge management system

d. Partner with OWDT to develop a training strategy, materials and support for implementation.

3. Deliverables:

a. Knowledge Management System prototype with technical and design requirements

i. The expectations for the Contractors support services in Redesigning the Policy Navigation Experience applies to the State KMS business processes and policies only; the Contractor recognizes project success is dependent on and requires collaboration with the State technical team to test, configure and implement software for a single KMS platform or application.

b. Policy Manual Updates and templates for continued redesign

c. User Testing and Pilot

d. Core team meetings to provide project updates and design reviews

e. Established a governance model to maintain the knowledge management system

f. Training and communication strategy and materials for implementation.

TIMEFRAME FOR RESEARCH AND RECOMMENDATIONS

15 months

DTMB

320 S Walnut Street Lansing, MI 48933 P.O. Box 30026, Lansing, MI 48909

CONTRACT CHANGE NOTICE

CONTRACT SUMMARY

Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

September 1, 2021 August 31, 2026 5 - 12 Months August 31, 2026

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

MINIMUM DELIVERY REQUIREMENTS

N/A

P-Card Direct Voucher (PRC) Other Yes No

440 Burroughs St. Suite 200

Detroit MI 48202

Kari Larson

734-730-8884 kari@civilla.com

CV0058129

HUMANS FIRST DETROIT

C O

N

TR

A C

TO

R

517-243-8710

Millerh1@michigan.gov

Adam Ashley

(517)855-1376

DTMB

Holly Grandy-Miller DTMB ashleya2@michigan.gov

C ontract

A dm inistrator Program M anagerSTA

TE

N/ANET 45

Change Notice Number 3 to

Contract Number 210000001419

DESCRIPTION OF CHANGE NOTICE

OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$4,260,000.00 $977,280.00 $5,237,280.00

DESCRIPTION

Effective July 15, 2025, the attached Schedule A - Statement of Work and $977,280.00 are hereby added to the Contract for MDOS.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement approval, and State Administrative Board approval on 7/15/2025.

CN 3: SCHEDULE A - STATEMENT OF WORK

Michigan Department of State Driver Education Redesign

Background:

The publications that prepare Michigan residents to get a driver’s license are confusing and overwhelming. Combined, the three separate publications are over 150 pages long, lack a consistent format, and are difficult to read.

There are important opportunities to redesign the publications to improve the learning experience for students, parents, and providers. Building on the success of Contractor’s past work on the MDOS (State) renewal mailings and Office of Hearings and Administrative Oversight’s (OHAO) hearing process, MDOS will work with the Contractor to create a more human-centered learning experience for end users.

These improvements will make these publications more accessible to customers, helping them to become better drivers and be more prepared to take licensing tests.

The improvements also will make these publications easier to update in the future, saving staff time and will make them smaller publications, which could save future printing costs.

Scope:

Office of Continuous Improvement and Transformation (OCIT), Office of Communications, and Driver Education and Testing Section will work with the contractor on a redesign of driver education materials for these three State publications:

a. What Every Driver Must Know

b. The Driving Skills Test Study Guide

c. Michigan’s Graduated Driver Licensing: A Guide for Parents

The contractor will use a human centered design methodology to conduct research with end users and develop solutions that best meet their needs. The contractor has established a high-level project plan with two primary phases of work:

• Phase 1 - Research + Recommendations: The Contractor and State will build a strong foundation for the project by developing a comprehensive work plan, onboarding the team, and conducting contextual research. The Contractor will then begin human-centered research to deeply understand the needs of students, parents, and providers. Based on user research, Contractor will work with the State to deliver recommendations on how to redesign the publication for Michigan drivers. The State will review proofs of concept and prioritize which solutions to move into implementation.

• Phase 2 - Design + Testing: Based on recommendations from research, the Contractor and State will work together to design and test an improved learning experience for Michigan drivers. This will include user testing final solutions, conducting legal and policy reviews, and establishing an implementation plan to allow for a smooth rollout.

• Phase 3 - Implementation. If Contractor support for implementation is needed by the State, then the contractor will provide a separate Statement of Work for communications, training, printing, translation, statewide rollout and other deliverables deemed necessary.

General Requirements:

Phase 1 - Planning, Research, and Recommendations The Contractor will do the following:

1. Project Plan + Timeline

Partner with the State to establish clear roles/responsibilities and the sequencing of Contractor’s work.

2. Research Plan

Collaborate with the State to create a Research Plan that ensures user insights are foundational to the redesign of the publications.

3. User Experience Map + Opportunity Area Analysis

Develop a user experience map - identifying how users currently navigate the current publications and driver education experience.

4. Research Findings

Document findings and insights from user research. These insights will guide the redesign, grounding new solutions in the perspectives and needs of end users.

5. Recommendations + Proofs of Concept

Develop a set of recommendations and proofs of concept for changes to the publications that are backed by research findings.

6. Core Team Meetings

Facilitate regular meetings with the Core team to provide project updates, collect input on work streams, follow up on action items, and support the day-to-day execution of the project.

7. Design Reviews

Conduct three Design Reviews (Kickoff, Midpoint, and Final) with the Core + Leadership team from the State to share insights and recommendations that emerge from the work.

Phase 2 - Design and Testing

The Contractor will do the following:

1. User Testing Plan Create a User Testing Plan to guide improvements to the new publication(s).

2. User Testing + Documentation

Conduct user testing with end users to assess and improve the new publication(s) and driver education experience. The Contractor will document design decisions from user testing and decision-making as the project evolves.

3. Redesigned Publication

Deliver a redesigned publication for the States Driver Education. This will go through two rounds of user testing and review with end users and staff.

4. Implementation Strategy

Work with the project’s Core team to deliver a strategy for implementing the new designs statewide.

5. Core Team Meetings

Continue facilitating weekly meetings with the project’s Core team to collect input on work streams, follow up on action items, and support the Implementation Phase.

6. Design Review

Facilitate 2-3 Design Reviews with the State leadership team to present the final product, implementation strategy, and next steps.

SCHEDULE B – PRICING

Payment Schedule:

This project is estimated to span 8 months and cost $977,280.00:

• Phase 1 - Research and Design: $488,640.00 (4 months)

• Phase 2 - Design and Testing: $488,640.00 (4 months)

The State will be billed monthly based on hours in the following rate structure:

Project Team Staffing

• Principal: $400/hr.

• Engagement Manager: 220/hr.

Design Services

• Specialist: $160/hr.

• Associate: $130/hr.

Administration

• Admin Assistant: $45/hr.

Department of Technology, Management, and Budget 320 S. Walnut Street 2nd Floor Lansing, MI 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

CONTRACT SUMMARY

Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

September 1, 2021 August 31, 2026 5 - 12 Months August 31, 2026

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

MINIMUM DELIVERY REQUIREMENTS

N/A

P-Card Direct Voucher (PRC) Other Yes No

440 Burroughs St. Suite 200

Detroit MI 48202

Kari Larson

734-730-8884 kari@civilla.com

CV0058129

HUMANS FIRST DETROIT

C O

N

TR

A C

TO

R

517-243-8710

Millerh1@michigan.gov

Adam Ashley

517-855-1376

DTMB

Holly Grandy-Miller DTMB ashleya2@michigan.gov

C ontract

A dm inistrator Program M anagerSTA

TE

N/ANET 45

Change Notice Number 2 to

Contract Number 210000001419

DESCRIPTION OF CHANGE NOTICE

OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$1,260,000.00 $3,000,000.00 $4,260,000.00

DESCRIPTION

Effective April 22, 2025, the attached Schedule A - Statement of Work, Schedule B - Pricing, and $3,000,000 are hereby added to the Contract for MDHHS. The Statement of Work is a continuation of previous work completed on Contract 210000000883.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement approval, and State Administrative Board approval on 4/22/2025.

CN 2: Schedule A – Statement of Work

Redesigning the Policy Navigation Experience

Overview

Currently, Economic Stability Administration (ESA) staff must conduct a slow and difficult search process across more than 6 digital locations to access policy and business process information for case processing. The information may not be up-to-date or relevant to their specific case. This results in worker dissatisfaction, inconsistent processing, and inaccurate determinations.

State and Contractor will partner to design a single source of truth for ESA staff to access critical information to support consistent, efficient, and accurate case processing.

Context

The Michigan Department of Health and Human Services (State) provides access to Michigan’s largest assistance programs, including Healthcare, Food Assistance, Cash Assistance, Child Care, and State Emergency Relief. These programs provide critical support for children, youth, and families across the state.

Over the last eight years, State and Contractor, have partnered to redesign and streamline benefits service delivery at critical interaction points such as the paper application, MI Bridges portal, correspondence, and enrollment process. This success has led to Michigan being viewed nationally as a leader in public benefits delivery.

Behind the scenes, a consistent pain point for ESA staff has been the slow and difficult process of searching for and accessing critical policy and business process information for case processing. Currently, ESA staff must search across 6+ digital locations including:

● Bridges Eligibility Manual (BEM) and Bridges Administrative Manual (BAM)

● ESA Memos

● Job aids

● FAP Accuracy slide decks

● Policy team guidance in emails

● Bridges business process troubleshooting

● Local office resources

The current knowledge management system results in worker dissatisfaction, inconsistent processing, and inaccurate determinations.

To address this challenge, State and Contractor have spent the last 6 months partnering on Phase 1 of a solution. The team conducted extensive research with frontline staff and subject matter experts across the state, including interviews, surveys, and a diary study. Contractor created a user journey map that revealed systemic challenges and pain points in navigating the current knowledge management system (KMS), highlighting how staff prioritize speed over precision, rely on informal knowledge networks, struggle with search inefficiencies, and create their own workarounds.

These insights confirmed the need for a redesigned knowledge management system and will guide the next phases of design, testing, and implementation.

Building on a shared base of knowledge and expertise, State and Contractor will partner to design a single source of truth for ESA staff to access critical information to support consistent, efficient, and accurate case processing.

Expected outcomes include:

● Reduced time spent processing benefits

● Reduced errors and procedural denials

● Reduced time to determination

● Improved user experience

● Improved workforce engagement

Areas of Focus

In order to deliver on this vision, Contractor will design, test, and support the implementation of the following:

● ESA knowledge management system: Creating a single source of truth for

ESA’s policy and business process information to meet the needs of frontline staff.

● Policy manuals: Redesigning a selection of frequently used policy manuals to streamline the content and usability.

● Governance process: Creating a streamlined process for sharing and maintaining policy and business process guidance for ESA staff.

Scope

State will partner with Contractor to use a human-centered design methodology.

Contractor will build on the research and recommendations from Phase 1 with the following work:

● Phase 2 | Design + Testing: Based on recommendations from research, Contractor and State will work together to design and test a redesigned knowledge management experience for ESA staff and stakeholders. The team will conduct a pilot to test the KMS prototype(s) in with State staff with active cases. The team will update its designs based on feedback to prepare them for statewide rollout and ensure they meet user needs as intended.

● Phase 3 | Implementation: Contractor and State will work together to develop an implementation strategy to support statewide rollout. This will include the development of the KMS system, design documentation, governance model, staff training, and communications and stakeholder engagement to ensure successful implementation and governance.

Phase 2: Design + Testing

Project Management Participate in planning sessions with State for Phase 2.

Contractor will meet with State at regularly-scheduled intervals to provide an overview of the project status, lift up critical successes and roadblocks, add and re-prioritize activities based on user needs, and ensure close communication with project stakeholders.

Defining Our Audience Identify the spectrum of people who will need to be engaged in user testing and piloting.

Recruiting Finalize a strategy for selecting, recruiting, and engaging user testing participants.

Contractor will source and recruit participants and coordinate the day-of details. State will provide support for recruiting by providing Contractor with points of contact for relevant stakeholders.

Design + Iteration (KMS + policy manuals)

Contractor will develop prototype(s) for the KMS based on proofs of concepts from Phase 1. These prototype(s) will be focused on the KMS structure, navigation, policy and business process content, and governance.

Contractor will also partner with State to redesign a selection of frequently used policy manuals and test them prior to pilot.

Contractor will make improvements to the designs based on input from staff and subject matter experts to ensure they meet user needs.

User Testing Contractor will conduct in-depth user testing on the new designs to understand what is working, what is not, and where improvements can be made.

Pilot Contractor will work with State to conduct a small-scale pilot of the new designs.

Contractor will work with State to identify and train staff to participate.

The team will then launch the pilot and conduct qualitative and quantitative data analysis.

Contractor will make updates to the KMS and select policy manual content to incorporate pilot learnings and ensure designs meet user and State needs.

System Evaluation Contractor will onboard State technical team to the project.

Contractor will evaluate technical solutions for the KMS based on user needs and viability criteria. Contractor will partner with State to identify the technical requirements for the implementation of the KMS at scale to enable statewide rollout.

Governance Model Development

Contractor will design and test a governance model to ensure that the KMS designs support access to relevant, up-to-date information for frontline staff.

Contractor will engage policy teams and related stakeholders to co-develop and define shared principles and collaborative frameworks that will guide the KMS governance after implementation.

Governance needs will be incorporated into KMS prototype designs and tested with relevant stakeholders during the pilot to better understand the governance needs in the live stream.

Recommendations + Documentation of KMS requirements

Contractor will develop recommendations and documentation of the KMS’ key features, governance, functionality, and goals for the State team to use in guiding the build of the KMS platform.

Recommendations will focus on opportunities for KMS design and governance that have the greatest impact.

Phase 3: Implementation

Implementation Planning Participate in work sessions with State leadership and other key stakeholders to confirm Contractor’s responsibilities and project methodology for statewide rollout.

KMS Development Contractor will provide system design documentation to guide the development of the KMS in partnership with State.

Contractor will support State subject matter experts as they develop, purchase, and/or customize the new KMS for launch.

Content Development Contractor will partner with State to establish the development timeline and process for adding core content to the KMS, with a phased plan for incorporating additional content after launch.

Training Strategy + Development

Work with the Office of Workforce Development and Training (OWDT) to design a training program for statewide rollout.

Develop a set of training materials and collaborate with OWDT to facilitate training for field staff across the state.

Communication Strategy + Development

Develop a communications plan for statewide rollout.

Develop select materials to enable communication including one-pagers, presentations, talking points, etc.

Provide data and learnings from the pilot to strengthen internal messaging for the new KMS and governance model.

Governance Model Contractor will support State in establishing the roles and business processes needed to maintain effective governance of the KMS.

Project Management Align all work streams, monitor progress, and proactively manage barriers and dependencies through the project’s established governance model.

Leadership + Stakeholder Management

Meet with State leadership and staff at regularly-scheduled intervals to provide an overview of the project status, lift up critical successes and roadblocks, and ensure close communication with project stakeholders.

Documentation Communicate regularly with State to provide updates and maintain clear documentation around decision-making and progress.

Deliverables

Phase 2: Design + Testing

● Project Plan + Timeline Contractor will partner with State to establish clear roles and responsibilities and the sequencing of Contractor’s work.

● User Testing Plan

Contractor will develop a robust user testing plan to gather feedback on the KMS, policy manual, and governance prototype(s) and inform their design before beginning the pilot.

● KMS Designs

Contractor will develop KMS prototypes to test core functionality with frontline staff and subject matter experts. Contractor will iterate on these designs based on user feedback to develop a working KMS prototype that Contractor and State will use during a live stream pilot.

● Policy Manual Updates

Contractor will redesign a selection of frequently used policy manuals to streamline the content and usability. Contractor will work with State to identify the specific sections of the manual to be re-written prior to pilot.

Contractor will iterate on these designs based on user feedback.

● User Testing Findings

Contractor will document findings and insights from user testing. These insights will guide the redesign of the new designs, grounding solutions in the perspectives and needs of ESA staff.

● Pilot Plan + Timeline

Contractor will develop and execute a pilot plan and timeline to test the KMS prototypes and policy manual updates in the live stream at State offices. This pilot will inform future iterations of the designs as well as the strategy for implementation.

● Core Team Meetings

Contractor will facilitate regular meetings with the State Core team to provide project updates, collect input on work streams, follow up on action items, and support the day-to-day execution of the project.

● Design Reviews

Contractor will conduct three design reviews with the leadership team from State to share key learnings and recommendations as well as lift up barriers and receive strategic guidance from the leadership team.

Phase 3: Implementation

● Project Plan + Timeline

Contractor will partner with State to establish clear roles and responsibilities and the sequencing of Contractor’s work. The Project Plan will include an updated high-level work plan along with a detailed work plan for the Implementation phase that demonstrates where all deliverables, milestones, key meetings, and task dependencies fit within the approved timeline.

● Knowledge Management System Documentation

Contractor will develop system design documentation for State to guide the development of the KMS. This documentation will include a system architecture diagram, wireframes illustrating the core pages of the KMS, content strategy, and a workflow diagram.

● Policy Manual Templates + Guidance

Contractor will deliver a template and guidance that State policy teams can follow to re-write and improve usability of the remaining policy manual sections over time.

● KMS Governance Model

Contractor will partner with State to establish governance principles, metrics, roles, and business processes for maintaining and updating the KMS after launch. This governance will include a phased approach to developing and releasing high-value content to the KMS to incentivize adoption.

● Training Strategy + Materials

Contractor will partner with OWDT to develop a training strategy and training materials to support the rollout of the new designs. These training materials, which will be based on learnings from the pilot, will include information that will be most valuable to support a successful statewide implementation.

● Communication Strategy + Materials

Contractor will partner with State to develop a communication strategy for the Implementation phase that builds alignment and support for the project. Contractor will design select materials for State leaders, such as one-pagers, presentations, talking points, etc.

● Core Team Meetings

Contractor will facilitate regular meetings with the State Core team to provide project updates, collect input on work streams, follow up on action items, and support the day-to-day execution of the project.

● Design Reviews

Contractor will conduct two or three design reviews with the leadership team from State to share key learnings and recommendations as well as lift up barriers and receive strategic guidance from the leadership team.

Schedule B – Pricing

The project total will span 15 months (April 2025 through June 2026) and cost $3,000,000.

● Phase 2 is estimated to span 9 months (April 2025 through December 2025) and cost $1,750,000.

● Phase 3 is estimated to span 6 months (January 2026 through June 2026 and cost $1,250,000.

● Any costs related to the procurement, licensing, development, or maintenance of KMS software are not included in this scope and will be the sole responsibility of State.

State will be billed monthly based on hours in the following rate structure:

Project Team Staffing Principal: $400/hr Engagement Manager: $220/hr

Design Services Specialist: $160/hr Associate: $130/hr

Administration Admin Assistant: $45/hr contact

Sam Brennan, Design Director sam@civilla.org 440 Burroughs Street Suite 200 Detroit, MI 48202 mailto:sam@civilla.org

Department of Technology, Management, and Budget 320 S. Walnut Street 2nd Floor Lansing, MI 48933

P.O. BOX 30026 LANSING, MICHIGAN 48909

CONTRACT CHANGE NOTICE

CONTRACT SUMMARY

Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE

BEFORE

September 1, 2021 August 31, 2026 5 - 12 Months August 31, 2026

PAYMENT TERMS DELIVERY TIMEFRAME

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

MINIMUM DELIVERY REQUIREMENTS

N/A

P-Card Direct Voucher (PRC) Other Yes No

440 Burroughs St. Suite 200

Detroit MI 48202

Kari Larson

734-730-8884 kari@civilla.com

CV0058129

HUMANS FIRST DETROIT, DBA

CIVILLA

C O

N

TR

A C

TO

R

517-243-8710

Millerh1@michigan.gov

Adam Ashley

517-855-1376

DTMB

Holly Grandy-Miller DTMB ashleya2@michigan.gov

C ontract

A dm inistrator Program M anagerSTA

TE

N/ANET 45

Change Notice Number 1 to

Contract Number MA210000001419

DESCRIPTION OF CHANGE NOTICE

OPTION EXTENSIONLENGTH OF OPTION LENGTH OF EXTENSION REVISED EXP. DATE

CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE

$0.00 $1,260,000.00 $1,260,000.00

DESCRIPTION

Effective December 17, 2024, the attached Schedule A - Statement of Work and $1,260,000 is hereby added to the Contract for MDHHS.

All other terms, conditions, specifications, and pricing remain the same. Per contractor and agency agreement, DTMB Central Procurement approval, and State Administrative Board approval on 12/17/24.

Michigan.gov/MiProcurement

Version 10/24/2023 Page 1 of 7

SCHEDULE A – STATEMENT OF WORK

CONTRACT ACTIVITIES

PROJECT SPECIFIC BACKGROUND

General Background

Michigan Department of Health and Human Services (MDHHS) implemented an online, web-based system called MI Bridges in 2012 to provide online access to Health and Human service benefits information for MI residents. The website has continued to grow and evolve, encompassing a wider range of MDHHS benefit programs while also providing access to an array of community resources and services.

Scope Contractor will research and identify improvement opportunities and recommend solutions for MI Bridges that will improve the user experience of individuals supporting and seeking services from the state of Michigan utilizing the MI Bridges system. These opportunities and solutions would be used for future partnerships, integrations, services, enhancements, and system expansion projects known as “MI Bridges 3.0.”

The scope of this project will include Contractor:

• Identification and documentation of agency & non-agency improvement opportunities for MI Bridges end-user experience.

o Including opportunities for benefits cross-enrollment across State of Michigan departments and programs.

• Communicate and document the gaps between current process and recommended solutions.

Out of scope The contractor will not be responsible for:

• Decision-making on what recommended solution(s) will be selected for future enhancements or inclusion in MI Bridges 3.0.

• Determining the level of effort required for implementation of recommended solution(s) in MI Bridges 3.0.

1. Requirements

1.1. General Requirements

Utilizing HCD best practices and methodology that focuses on Michigan residents and community partners as end users, the Contractor must identify and document recommendations that will expand the current MI Bridges functionality to promote innovation and excellence in service delivery.

The Contractor must:

Version 10/24/2023 Page 2 of 7

1. Collect data, observe, and identify problems the following groups experience when utilizing MI Bridges to seek, or support the obtaining of, services from the state of Michigan:

a. Michigan Residents, including but not limited to:

i. Rural, urban, tribal, and suburban residents;

ii. Individuals with a wide array of comfort with and knowledge of personal computing, internet, and cellphone usage; and

iii. Both experienced MI Bridges users and those who have not sought services through the website.

b. Community Partners, including but not limited to:

i. Representatives of current community partners, which may include but are not limited to the roles of navigators, referral partners, access partners, and lead point of contact;

ii. Agencies who are not currently but may become Community Partners in the future (priority service types will be provided);

iii. Rural, urban, tribal, and suburban-based agencies; and

iv. A variety of agency sizes and structures.

2. Obtain both explicit pain points the users can describe, and analytically look for latent pain points that the users cannot describe or might not know exist.

3. Collect data that will include the end user goals, needs, time spent, reactions and expectations.

4. Collect data that will include most beneficial services offered and not offered by the State.

5. Review raw data/observers and participators in user interviews/demos with the State’s MI Bridges team.

6. Generate, document and recommend multiple solution ideas.

a. Identify and document what characteristics will be used to critique the solution ideas. These must include but are not limited to, desirability, feasibility, and viability.

b. Identify and rate solutions based on characteristics and State defined priority.

7. Prototype a set of the State’s Mi Bridges team prioritized solutions as identified.

a. Develop a preliminary User Experience (UX) prototype utilizing Figma that will be a simple representation of the application screens.

b. Perform usability testing.

c. Demonstrate how recommended solutions would appear and operate to the State.

Version 10/24/2023 Page 3 of 7

8. Define the problems and challenges users are experiencing in a summarized and detailed report.

9. Provide recommendations about how to prioritize and sequence development work for achieving desired results.

1.2. Work and Deliverables

1. Contractor must lead user research sessions and provide documentation outlining methods and results.

2. Contractor must provide:

a. Experience map or another like document with metrics defined;

b. Raw data from user interviews/demos;

c. User insights;

d. Documentation of what systematic inventing thinking (SIT) or brainstorming method were used;

e. Metrics and how to evaluate the impacts of changes and methods for monitoring success in meeting goal;

f. Impact and effort output or another like deliverable;

g. Solution ideation and Prototypes as prioritized;

h. UX Prototypes;

i. Documentation outlining methods, results, and risks; and

j. Summarized and detailed report of findings.

1.3. Training/Knowledge Transfer

The Contractor must enable state employees to learn HCD process through observation, participation, and de-briefing of the facilitation activities done in support of the Mi Bridges 3.0 project. The Contractor must provide mentorship to the OCI/HCD team, State Mi Bridges and leadership teams, and any key personal identified by State leadership. Mentorship may include, but is not limited to, coaching, shadowing and over the shoulder partnership throughout the course of the project with the objective to equip state employees with the knowledge they need to achieve desired outcomes of the project. The goal is to build core members of the State team competency in HCD and ensure the ability to continue best practices in HCD methodology for the ongoing maintenance the implemented solution.

Version 10/24/2023 Page 4 of 7

2. Service Requirements

2.1. Timeframes

All Contract Activities must be delivered within 6-9 months, from receipt of order. The receipt of order date is pursuant to the Notices section of the Standard Contract Terms.

The State retains the option for additional project iterations, or an extended schedule, beyond the initial service timeframe. Any change will be recognized within an amended SOW as supported by DTMB AS and issued by DTMB Financial Services.

2.2. Acceptance, Inspection, and Testing

There are no additional Acceptance criteria for this solicitation.

3. Staffing

3.1. Key Personnel

The Contractor must appoint a Project Manager who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements and HCD methodology, and respond to State inquiries within twenty-four

(24) hours.

3.2. Disclosure of Subcontractors

If the Contractor intends to utilize subcontractors, the Contractor must disclose the following:

a. The legal business name; address; telephone number; a description of subcontractor’s organization and the services it will provide; and information concerning subcontractor’s ability to provide the Contract Activities.

b. The relationship of the subcontractor to the Contractor.

c. Whether the Contractor has a previous working experience with the subcontractor. If yes, provide the details of that previous relationship.

d. A complete description of the Contract Activities that will be performed or provided by the subcontractor.

Bidder must provide detailed information as requested in the above requirement(s).

The legal business name, address, telephone number of the subcontractor(s).

Nava Public Benefit Corporation

1445 New York Ave NW, Suite 300, Washington, DC 20005

240-487-9945 A description of subcontractor’s organization and the services it will provide

Nava PBC is a public benefit corporation on a mission to make government services simple, effective, and accessible to all. Nava delivers reliable and user-friendly

Version 10/24/2023 Page 5 of 7

4. Project Management

4.1. Project Plan

Bidder must provide an outline of proposed Contractor project management plan. The plan must include a high-level summary of project phases/timelines, to include:

Bidder must provide detailed information as requested in the above requirement(s).

and information concerning subcontractor’s ability to provide the Contract Activities.

systems for large-scale, mission-critical government programs. They guide agencies constrained by legacy systems to a future with sharp user experiences built on highly secure, reliable, and fault-tolerant cloud infrastructure. They bring best-in-class human-centered design and agile software development capabilities that have been proven in the most challenging and highest impact government service transformation projects. As a public benefit corporation, they exist solely to positively transform how millions of people experience government by building simple, effective, and accessible digital services.

The relationship of the subcontractor to the Bidder.

Civilla and Nava PBC are separate, mission-driven organizations with similar goals to improve public benefits delivery in Michigan and across the country. We have formed a strategic partnership, combining Nava's advanced technical expertise with Civilla's deep-rooted experience in human-centered design, to deliver transformative public service solutions for MI Bridges 3.0.

Whether the Bidder has a previous working experience with the subcontractor.

If yes, provide the details of that previous relationship.

Civilla has deep trust and a long-standing relationship with members of Nava’s founding team. Nava was established in 2015, shortly before Civilla opened its doors in 2016. The organizations have regularly shared learnings, joined national workshops/conferences/ convenings together and supported each other’s efforts. While this is the first formal partnership between Civilla and Nava, we have explored many opportunities to work together over the last eight years. We are looking forward to bringing the best of both our organizations to serve the State of Michigan through this project.

A complete description of the Contract Activities that will be performed or provided by the subcontractor.

Nava will support Civilla in providing technical assistance in these two areas:

● Emerging technology insights: Conduct an analysis of the role that AI could play in improving service delivery and cross-enrollment through MI Bridges. Lift up opportunity areas and ideas with a range of technical feasibility (ex: near/mid/long-term).

● Technical analysis: Provide guidance on the technical feasibility of select design ideas to strengthen recommendations to the State.

For these two areas of technical assistance, Nava will allocate two experienced Subject Matter Experts who have expertise in conducting analyses of the roles AI can play in benefits delivery, as well as the technical feasibility of design ideas in order to hone and collaborate on valuable recommendations back to the State. Nava will also be able to bring in additional Nava team member support as-needed, ensuring that MI Bridges 3.0 can benefit from Nava’s full capabilities.

Of the total bid, the price of the subcontractor’s work.

$140,000

Version 10/24/2023 Page 6 of 7

a. Dates of key milestones.

b. Desired availability of project staff/leadership.

c. Anticipated decision points; and,

d. Key deliverables/artifacts.

e. Meeting cadence and communication preference (Communication Plan)

The Contractor will carry out this project under the direction and control of the Program Manager. Within 10 calendar days of the Effective Date, the Contractor must submit an initial project plan to the Program Manager for approval.

4.2. Meetings

Under the State Program Manager direction utilizing a hybrid model (either onsite or offsite) the Contractor must facilitate the following meetings:

a. Project Kick Off Meeting - Onsite

b. Weekly Project status meetings - Hybrid

c. Field Testing practices and outcome reviews - Hybrid

d. Final project presentation with design demonstration - Onsite

The State may request other meetings, as it deems appropriate and will be included with in the project management plan.

4.3. Reporting

The Contractor must submit to the Program Managers the following written report:

a. Weekly Status Report

i. Key milestone status and estimated completion date for each key milestone

ii. Summary of activity during the report period

iii. Accomplishments during the report period

iv. Next steps and/or activities that are expected to be completed in the next reporting period.

v. Deliverable status/Summary of findings

vi. Schedule status

vii. Action Item status

viii. Issues/Risks

b. Monthly Summary Report

c. Final project presentation/ final assessment reports

5. Pricing

5.1. Price Term

Pricing is firm fixed for the entire length of the Contract. Bidder to submit specific pricing in this section.

Version 10/24/2023 Page 7 of 7

CN 1: SCHEDULE B – PRICING

For this project, the Contractor will bill monthly based on the rate structure below, with a ‘not-to-exceed’ estimate of $1,260,000. This pricing is firm fixed for the entire length of the contract. If additional work is sought through the Contract, Contractor anticipates using the hourly rates to negotiate a firm-fixed price for new desired activities and deliverables.

Role Hourly Rate ($) Partner $400 Engagement Manager $250 Specialist $180 Associate $150 Administrative Support $45 Nava Specialists $250

Requirement Estimated Cost Phase 1

1.1.1 a+b Interview residents + CPs $200,000

1.1.2 Identify + synthesize pain points $80,000

1.1.3 Collect data on end-user goals $100,000

1.1.4 Identify highest priority needs $80,000

1.1.5 Partner with MI Bridges staff $40,000

Phase 2

1.1.6 a+b Generate multiple solution ideas

$100,000

1.1.7 a,b+c Prototype and test solution ideas

$290,000

Phase 3

1.1.8 Document challenges and research

in report

$185,000

1.1.9 Recommend sequencing for

development

$185,000

Project Total $1,260,000

NOTICE OF CONTRACT

NOTICE OF CONTRACT NO. 210000001419 .

between

THE STATE OF MICHIGAN

and

C O

N

TR

A C

TO

R

Humans First Detroit, DBA Civilla

ST

A

TE

Pr og ra m

M an ag er

Holly Grandy-Miller DTMB

440 Burroughs St. Suite 200 517-243-8710

Detroit, MI 48202 Millerh1@michigan.gov

Kari Larson

C on tra ct

Ad m in is tra to r Sean Regan DTMB

734-730-8884 517-243-8459 kari@civilla.com regans@michigan.gov

CV0058129

CONTRACT SUMMARY

DESCRIPTION: Human Centered Design (HCD) Services – Prequalification Program

INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE

INITIAL AVAILABLE

OPTIONS

EXPIRATION DATE BEFORE

CHANGE(S) NOTED BELOW

9/1/2021 8/31/2026 5, 1 Year

PAYMENT TERMS DELIVERY TIMEFRAME

Net 45

ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING

☐ P-card ☐ Payment Request (PRC) ☐ Other ☒ Yes ☐ No

MINIMUM DELIVERY REQUIREMENTS

MISCELLANEOUS INFORMATION

ESTIMATED CONTRACT VALUE AT TIME OF EXECUTION $0.00

STATE OF MICHIGAN PROCUREMENT

525 W. Allegan, Lansing, MI 48933 P.O. Box 30026 Lansing, MI 48909

CONTRACT NO. 210000001419

FOR THE CONTRACTOR:

Company Name

Authorized Agent Signature

Authorized Agent (Print or Type)

Date

FOR THE STATE:

Signature

Name & Title

Agency

Date

SCHEDULE A

STATEMENT OF WORK

CONTRACT ACTIVITIES

Human Centered Design (HCD) Services – Prequalification Program

Project Request This is a Pre-Qualified Contract to provide consulting services for Human Centered Design (HCD) activities for all State Agencies/Organizational Units. The State is establishing a prequalified Contractor pool through this Contract and will update the pool as deemed necessary by the State. Updates to the pool will be accomplished through the issuance of an

RFP.

1. Prequalified Contractor solution and staffing will be evaluated under a second-tier, competitive selection process. The State may then award a specific HCD solution to the Contractor offering the best overall value.

2. Each Statement of Work (SOW) may contain unique service levels, requirements and general deliverables which may include, but are not limited to, services outlined in this Schedule A, Statement of Work.

3. The State will issue each SOW to all prequalified Contractors. The SOW will identify the deliverables, period of performance, specific response information required, work evaluation and payment criteria, and any additional terms and conditions that may apply to that SOW. The process for the State issuing and the Contractor(s) responding to a SOW follows:

a) State issues a SOW via email to pre-qualified Contractors with a timeline including due dates for questions, due dates for responses, and period of performance.

b) Contractor responses must follow criteria required in each SOW and if hourly pricing is requested by the State, Contractor pricing must not exceed rates provided in Schedule B.

c) State selection will be based on a best value evaluation using the criteria identified in the SOW.

Background The Michigan Department of Technology, Management and Budget (DTMB) Office of Continuous Improvement (OCI) is responsible for the statewide HCD strategy. The HCD strategy focuses on the needs and the desires of stakeholders interfacing with the state for services when developing technology.

1.1 In Scope

In partnership with OCI the Contractor is responsible for using standard HCD methods to create deliverables for improvement projects for state agencies. HCD engagements may include the agency, DTMB, OCI staff, and third-party providers not including the Contractor. Collectively, this solicitation refers to these resources as “project staff.

The Contractor will increase stakeholder engagement to improve state services by deploying specific activities to; garner stakeholder input, define needs, understand issues; facilitate ideation, facilitate prototype creation, set metrics/measures, and recommend a program of change. The Contractor may engage in ongoing feedback with stakeholders through the implementation of recommended change. The Contractor may be asked by OCI to utilize specific methods to maintain consistency in state HCD projects. HCD projects are a means to strategically expand the competency in HCD tools by state employees. The partnership between the Contractor and OCI is pivotal in this strategy for knowledge transfer. The scope and duration of efforts vary by engagement and may include all or a subset of the work and deliverables identified below, or additional deliverables identified in the second tier SOW.

When the SOM establishes a need for services, a specific statement of work will be formalized, and proposals will be solicited from the prequalified Contractors utilizing a second-tier competitive selection process. The specific statement of work will identify, at a minimum, the period of performance, deliverables, specific response information required and any special terms and conditions that are associated with the individual statement of work. Price proposals for each specific statement of work must be provided on a deliverable(s) basis. The second-tier will include a SOW, pricing table and will describe the evaluation criteria that will be used to select the vendor. The State will add the associated statement of work and the necessary funding to the selected Contractor’s primary Contract.

1.2 Work and Deliverables

The Contractor must provide Deliverables/Services and staff, and otherwise do all things necessary for or incidental to the performance of work, as set forth below or defined in the second-tier evaluation process:

a. Methodology and Deliverables for Human Centered Design

A methodology is an approach to doing something with a distinct set of rules, techniques, tests, activities, deliverables, and processes which typically function to solve a specific problem. An effective methodology is well-defined and repeatable.

b. Project Management

Project management is the application of processes, methods, knowledge, skills and experience to achieve project objectives. Effective project management consistently delivers predictable results.

c. Training

d. Metrics

e. Knowledge Transfer

f. Diversity, Equity, and Inclusion (DEI)

1.3 Specific Standards

IT Policies, Standards and Procedures (PSP)…