23-RFI-003-CS - RA MOD -CX-UX (Draft) (1) (002)V2FINAL.pdf

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DEO Solicitation No.: 23-RFI-003-CS Page 1 of 21

DEPARTMENT OF ECONOMIC OPPORTUNITY

REQUEST FOR INFORMATION

Information Acknowledgement Form

Page 1 of 21 pages SUBMIT REPLY TO: Department of Economic Opportunity Purchasing Office 107 East Madison Street, B-047 Tallahassee, Florida 32399-4128 Telephone Number: 850-245-7455

AGENCY RELEASE DATE:

10/05/2022

SOLICITATION TITLE: SOLICITATION NO:

Reemployment Assistance Modernization – Customer Experience (CX)/User Experience (UX) Mobile-Responsive Software

23-RFI-003-CS

RESPONSES WILL BE OPENED: 10/19/2022

This is a Request for Information (RFI) as defined by section 287.012(22), Florida Statutes (“F.S.” or “Fla. Stat.”). Responses to this RFI are not offers and cannot not be accepted by DEO to form a binding contract. §287.012(22), Fla. Stat. (2022). Information received in response to this RFI, however, may be used to develop future procurements. Respondents to this RFI will not be prohibited from submitting bids to such future procurements based solely on having responded to this RFI.

§287.057(19)(c), Fla. Stat. (2022). Vendors, then, are encouraged to respond with solutions that meet all or part of the specified requirements listed in greater detail in Section B of this RFI.

RESPONDENT NAME:

RESPONDENT MAILING ADDRESS:

CITY – STATE – ZIP:

*Authorized Representative’s Signature

PHONE NUMBER:

TOLL FREE

NUMBER:

FAX NUMBER: *Name and Title of Authorized Representative

EMAIL ADDRESS:

FEID NO.: *This individual must have the authority to provide this Response.

TYPE OF BUSINESS ENTITY (Corporation, LLC, partnership, etc.):

RESPONDENT CONTACTS: Please provide the name, title, address, telephone number and e-mail address of the official contact and an alternate, if available.

PRIMARY CONTACT: SECONDARY CONTACT:

NAME, TITLE: NAME, TITLE:

ADDRESS: ADDRESS:

PHONE NUMBER: PHONE NUMBER:

FAX NUMBER: FAX NUMBER:

EMAIL ADDRESS: EMAIL ADDRESS:

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DEO Solicitation No.: 23-RFI-003-CS Page 2 of 21

SECTION A

SPECIAL INSTRUCTIONS FOR THE PREPARATION AND SUBMISSION OF RESPONSES

The instructions for this RFI have been designed to help ensure all responses are reviewed in a consistent manner, as well as to minimize costs and response time. INFORMATION SUBMITTED IN VARIANCE WITH THESE

INSTRUCTIONS MAY NOT BE REVIEWED.

A.1 SOLICITATION NUMBER 23-RFI-003-CS

A.2 SOLICITATION TYPE Request for Information (RFI)

A.3 PROGRAM OFFICE Division of Workforce Services – Reemployment Assistance

A.4 PURCHASING OFFICE Cheryl Sumner/Vincent McKenzie

Purchasing Analyst/Purchasing Manager 107 East Madison Street, B-047 Tallahassee, Florida 32399

(850) 245-7443/(850) 245-7463 (Office Number) Cheryl.Sumner@deo.myflorida.com Vincent.McKenzie@deo.myflorida.com

A.5 CALENDAR OF EVENTS

Listed below is the calendar of important actions and dates/times by which the actions must be taken or completed. If DEO finds it necessary to change any of these dates/times, it will be accomplished by addendum.

All listed times are local in Tallahassee, Florida.

Estimated Calendar of Events Date and Time

1 Date of Issuance and publication on the Florida Vendor Information Portal (VIP)website at:

https://vendor.myfloridamarketplace.com/search/bids

10/05/2022

2 Responses Due 10/19/2022 by 5:00pm (Eastern Standard Time)

Addenda or clarifications to this RFI Form will be posted on the Florida Vendor Information Portal (VIP). It is the Respondent’s responsibility to monitor the Florida VIP for any updates to this RFI.

A.6 RESERVED

Remainder of Page Intentionally Left Blank https://vendor.myfloridamarketplace.com/search/bids

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DEO Solicitation No.: 23-RFI-003-CS Page 3 of 21

SECTION B – INTRODUCTION AND PURPOSE

B.1 INTRODUCTION AND PURPOSE

The State of Florida, Department of Economic Opportunity (DEO), Division of Workforce Services, is requesting information regarding available software solutions that meet the infrastructure, software, data and analytics, and/or security requirements of the Reemployment Assistance Claims and Benefits Information System (System) and the overarching Reemployment Assistance Modernization Program (Program). The software solution(s) shall support the following project, which is part of the Program:

• Incremental Customer Experience (CX)/User Experience (UX) Mobile-Responsive Software Transformation - Establish an agile and incremental solution to ensure that business process optimization is incorporated into the customer and user experience transformation activities for each of the functional modules within the scope of the CX/UX project.

The System would provide a stand-alone enhanced customer and user experience that supports multi-device platforms and interfaces with existing back-office systems.

Pursuant to Rule 60A-1.042, Florida Administrative Code (“F.A.C.”), an agency may request information by issuing a written RFI. Agencies may use a RFI in circumstances including, but not limited to, determining whether or not to competitively procure particular commodities or contractual services, determining what solicitation process to use for a particular need, or research general, special, and/or technical specifications for a solicitation.

B.2 BACKGROUND

DEO maintains the Reemployment Assistance Claims and Benefits Information System commonly referred to as “CONNECT,” which shall be referred to herein as the “System.” The System serves as the central repository to track, view, and file Reemployment Assistance claims. The System functions as the core benefits administration platform for DEO staff, claimants, employers and TPAs. The System provides online access to apply for benefits, view and track claims, and set up payment information. For employers, the System allows access to respond and protest to inquiries regarding claimants receiving Reemployment Assistance benefits. Additionally, the System allows employers to grant third-party representatives access to perform specific administrative functions.

In response to the impact on the System throughout the COVID-19 pandemic, DEO partnered with a third-party contractor to perform a study to include assessment of the System built in 2013, actions taken to stabilize the performance of the System in 2020, and compare solution options to enable immediate usability improvements and a sustainable continuous modernization path. On February 26, 2021, the Final Report for Improved Delivery of Reemployment Assistance Benefits (“Final Report”) was published and includes a recommended approach and implementation roadmap for future modernization efforts. The Final Report is incorporated herein by reference.

The recommendations divide modernization initiatives into realistic, viable, and achievable projects and include the acquisition of third-party services to support the efforts and initiatives referred to as the Reemployment Assistance Modernization Program.

During the 2021 Legislative Session, the Florida Legislature adopted House Bill 1463, which directed and provided funding for DEO to undertake a sustainable, continuous modernization effort of the System to implement immediate System performance and functional improvement needs while positioning DEO with a secure, scalable, and sustainable System architecture and agile support processes.

http://floridajobs.org/docs/default-source/communicationsfiles/2021-improved-delivery-of-reemployment-assistance-benefits-final-report-and-cost-benefit-analysis.pdf http://floridajobs.org/docs/default-source/communicationsfiles/2021-improved-delivery-of-reemployment-assistance-benefits-final-report-and-cost-benefit-analysis.pdf

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DEO Solicitation No.: 23-RFI-003-CS Page 4 of 21

B.3 SPECIFICATIONS

The list below contains some components necessary for DEO to maintain architectural integrity, information security, and compliance requirements regarding the CX/UX project identified in Section B.1 that the required solution(s) must maintain for successful implementation into the System and deployment of the Program by June 30, 2023.

1. Architectural requirements of the CX/UX Solution shall include, but not be limited to, the following:

A. Aligns with the requirements in Attachment 1: Requirements Traceability Matrix;

B. Is COTS or SaaS-based;

C. Is Cloud Agnostic;

D. Offers opportunity for minimal customization appropriate for the solution;

E. Leverages exportable code products and methods;

F. Leverages API-based solutions;

G. Provides reusability, product innovation, and scalability;

H. Follows recognized and accepted industry methodology;

I. Is compliant with the state’s Enterprise Architecture;

J. Delivers processing accuracy;

K. Supports high-speed processing at very large-scale volumes;

L. Delivers high performance module and external system integration and processing;

M. Includes services versioning, reuse, and rapid deployment;

N. Protects and secures Reemployment Assistance Program data and assets from Information

Security threats;

O. Updates data across all components of the System simultaneously and provide data flows across the components of the Modernization Projects and the System;

P. Integrates workflow for assigning, managing, monitoring, and approving work;

Q. Integrates and interfaces with other systems and applications;

R. Automates data population and cascades data between input screens to improve productivity and reduces data entry errors;

S. Improves secure electronic communication within DEO as well as among DEO’s customers and approved third parties;

T. Provides real time access to information necessary for performance measurement and quality management;

U. Provides immediate access to data for accurate reporting and customizable dashboards to support decision-making;

V. Provides a claims processing system with workflow that interfaces with or is integrated with the existing System, to streamline all Reemployment Assistance claim information and claimant and employer data;

W. Provides a scalable platform with a flexible architecture based on common technical standards to support process improvements and system integration requirements;

X. Meets Florida state and federal requirements and can easily adapt to future changes;

Y. Enables internal and external communications with modern features (e.g., personalized broadcasts and mass mailings);

Z. Leverages one or more industry standard architecture framework(s) (e.g., The Open Group

Architecture Framework (TOGAF), Zachmann, National Institute of Standards and Technology (NIST), etc.);

AA. Be able to be owned, maintained, and enhanced easily by the state;

BB. Maintains a record/audit trail of changes and errors during update processes and accounting for originating source and user;

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DEO Solicitation No.: 23-RFI-003-CS Page 5 of 21

CC. Is capable of rapidly deploying applications, integrate legacy applications, and share data across multiple enterprise components;

DD. Supports connections between systems which enable transformed business process orchestrations across Modernization Projects’ components to verify efficiency with limited technical changes;

EE. Provides effective integration of solutions that can be configured quickly to provide faster delivery of new functionality;

FF. Supports functionality to interface with multiple entities inside and outside of DEO systems for exchange of information; and

GG. Is compliant with the Data Privacy and Cyber Security Requirements outlined in DEO’s security requirements.

2. The CX/UX solution(s) must:

A. As applicable, incorporate system development and data security best practices and standards, with leading sources of guidance being:

i. DEO policies and practices;

ii. Chapter 60GG-2, F.A.C, (Rule Chapter 60GG-2, Florida Administrative Code, “Information Technology Security”);

iii. Chapter 60GG-4 F.A.C. (Rule Chapter 60GG-4, Florida Administrative Code, “Cloud Computing”);

iv. Cybersecurity and Infrastructure Security Agency (CISA) Cloud Security Technical Reference Architecture (TRA);

v. CISA Zero Trust Maturity Model;

vi. NIST Special Publication 800-53;

vii. Center For Internet Security (CIS) Controls Version 8;

viii. Open Web Application Security Project (OWASP) Top 10; and

ix. SANS Securing Web Application Technologies (SWAT) Checklist.

B. Integrate with DEO’s applications and systems that comprise the System, as needed.

C. Support Multi-Factor Authentication as needed.

D. Support multi-device platforms.

E. Provide self-service capabilities to employers, Third-Party Administrators, and claimants.

F. Be available 24/7 and 365 days.

G. Work independent of the back-office system and integrate in real time or near real-time.

H. Provide DEO a responsive user interface application that is cloud-based and offers both vertical and horizontal scalability.

I. Provide the ability to support interfaces with multiple internal and external systems/applications.

J. Integrate fully with third-party identity and access management solution(s) for the centralized, automated management, and auditing of users and entitlements.

K. Have the ability to use third-party data validation and verification.

L. Have the ability to request and track System changes and upgrades for audit purposes.

M. Support the ability to limit access to specific internet protocol (IP) address ranges and domains.

N. Generate user activity and System security audit data.

O. Interact with existing OAUTH 2 and Open ID Connect access management system.

P. Provide audits and alerts for user activity including, but not limited to, changes to records, exports, and printing.

Q. Provide the ability to manage, change, and disable default settings that pose a security risk.

Such settings include, but might not be limited to:

i. Infrastructure and application encryption keys.

ii. Accounts.

https://www.flrules.org/gateway/ChapterHome.asp?Chapter=60GG-2 https://www.flrules.org/gateway/ChapterHome.asp?Chapter=60GG-2 https://www.flrules.org/gateway/ChapterHome.asp?Chapter=60gg-4 https://www.flrules.org/gateway/ChapterHome.asp?Chapter=60gg-4

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DEO Solicitation No.: 23-RFI-003-CS Page 6 of 21

iii. Passwords.

iv. Simple Network Management Protocol (SNMP) community strings.

R. Use strong, unique encryption keys, where applicable, in both the application and underlying infrastructure, and allow them to be fully managed and controlled by DEO.

S. Support integration with DEO’s preferred central log management tool(s) and security information and event management (SIEM) platform.

T. Must comply with section 508 of the Rehabilitation Act, as amended.

U. Be available in English, Spanish, and Haitian Creole.

3. In addition to standard security requirements, cloud (SaaS, PaaS, IaaS, etc.) providers must:

A. When expected to store or process data categorized as “Moderate” impact or higher, possess FedRAMP provisional Authority to Operate (ATO) at the “moderate” or higher impact level.

B. Allow DEO to own and fully manage encryption keys, logically segregating DEO data from the service provider.

C. Produce updated SOC 2 compliance audit reports for DEO review.

D. Be able to meet DEO requirements developed per 60GG-4, F.A.C.

E. Meet any additional compliance requirements relevant to the data being stored.

4. The provider/CX/UX Solution must meet these guidelines:

A. Any software development processes must follow secure best practices, using the NIST Secure Software Development Framework (SSDF) as a baseline, and include, at a minimum, a process for continual vulnerability assessment (to include static code analysis, dynamic code analysis, and web application scanning), as well as best practices for code versioning and automated release management in the cloud environment.

B. DevOps practices must follow NIST DevSecOps guidance.

C. The development supply chain must be managed, including, but not limited to, hardware, software, third-party code and code modules, portable code, and cloud environments.

D. Audit information including, but not limited to, physical access, logical security controls, and system logs, must be available.

5. Services and the CX/UX Solution must follow or facilitate, as appropriate, DEO’s compliance with Florida laws and rules including, but not limited to:

A. Section 282.318, F.S., Cybersecurity [specifically (4)(c-i)], requiring comprehensive risk analysis performed at least every three years, established information security policies and procedures, implemented security controls, periodic internal audits, consideration of security during procurement, employee security awareness efforts, and incident detection and response.

B. Section 501.171, F.S., Security of Confidential Personal Information concerning notice and duties of third-party agents and requirements for disposal of customer records.

C. Florida Cybersecurity Standards (Chapter 60GG-2, F.A.C.).

D. Florida Cloud Computing Standards (Chapter 60GG-4, F.A.C.).

E. DEO Security policies derive guidance and ideology from the NIST 800 Series, NIST Cybersecurity

Framework, and the Center for Internet Security (CIS) Controls (https://www.cisecurity.org/controls/).

F. Section 443.1715, F.S., regarding disclosure and confidentiality of Reemployment Assistance information.

6. Additionally, DEO and its contractors must meet information regulatory and compliance requirements where applicable, which may include:

A. IRS Publication 1075, Safeguards for Protecting Federal Tax Information (Internal Revenue

Service (IRS) Publication 1075 (latest version available here);

https://www.cisecurity.org/controls/ https://www.irs.gov/pub/irs-pdf/p1075.pdf https://www.irs.gov/pub/irs-pdf/p1075.pdf

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DEO Solicitation No.: 23-RFI-003-CS Page 7 of 21

B. Social Security Administration data sharing agreements;

C. FBI Criminal Justice Information Services Policy (Federal Bureau of Investigation (FBI) Criminal

Justice Information Services (CJIS) Security Policy (latest version available here); and D. Unemployment Insurance Program Internal Security requirements.

B.4 GOALS

The goal of the Program is to implement immediate System performance and functional improvement needs while positioning DEO with a secure, scalable, and sustainable System architecture and agile support processes.

The goal of this RFI is to seek information about a solution for the project identified in Section B.1 that meet DEO’s requirements and are available from one or several vendors who may work in partnership with other contractors supporting the Program.

B.5 OBJECTIVES

To use the results from this RFI to determine which particular commodities or contractual services may be procured and to research general, special, and/or technical specifications for a solicitation, per Rule 60A-1.042, F.A.C.

B.6 PROCESS

Responses to this RFI will be reviewed by DEO for informational purposes only and will not result in the award of a contract. This is an RFI as defined by section 287.012(22), F.S. Responses to this RFI are not offers and cannot be accepted by DEO to form a binding contract. §287.012(22), Fla. Stat. (2022). Information received in response to this RFI, however, may be used to develop future procurements. Respondents to this RFI will not be prohibited from submitting bids to such future procurements based solely on having responded to this RFI. §287.057(19)(c), Fla. Stat. (2022). DEO will review responses received from this RFI to determine the feasibility of issuing a competitive solicitation for services or commodities. Any request for cost information is for budget purposes only.

B.7 INSTRUCTIONS TO RESPONDENTS

The instructions for this RFI were designed to help ensure all responses are reviewed in a consistent manner.

The response must include:

1. Information Acknowledgement Form

Respondents are required to complete, sign, and return the “Information Acknowledgment Form” with their submittal. This form must be completed and signed by a representative who is authorized to provide information on behalf of the Respondent.

If a Respondent fails to submit a signed Information Acknowledgment Form with their reply, DEO reserves the right to contact the Respondent by telephone to inform the Respondent to submit this document by email, which is then followed by a submission through the mail. This right may be exercised when the Respondent has met all other requirements of the RFI.

In the event more than one Respondent submits a joint response, each Respondent of the joint response must complete and sign a separate Information Acknowledgement Form.

https://www.fbi.gov/services/cjis/cjis-security-policy-resource-center https://www.fbi.gov/services/cjis/cjis-security-policy-resource-center

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DEO Solicitation No.: 23-RFI-003-CS Page 8 of 21

2. Details

Interested Respondents submitting a response for consideration by DEO should use the information below during development of the response:

A. The submission should be limited to no more than three (3) pages for the solution proposed by the Respondent;

B. Respondents must submit a response for a solution for the project listed in Section B.1;

C. Responses must describe the solution and explain how the solution meets the specifications listed in Section B.3 and the requirements listed in the Requirements Traceability Matrix. The submission needs to reflect how the Respondent’s solution clearly and completely meets the requirements as identified in Section B.3;

D. The submission must reflect Respondent’s experience with applying and implementing the identified solution in a large-scale, multi-component environment; and

E. Any other information that Respondent wishes to supply in response to this RFI.

B.8 RESPONSE

RFI responses are to be submitted electronically via email to the address(s) specified in Section A.4, Purchasing Office. Responses should be prepared in accordance with the instructions provided in this RFI. DEO is not responsible for and will not reimburse any costs incurred in the preparation or submission of information in response to this RFI.

This is strictly an RFI, and in no way does this request bind DEO to solicit bids or proposals in the future. However, in no way does submittal of information pursuant to this RFI give any Respondent any advantage in any solicitation if DEO elects to solicit bids/proposals in the future.

B.9 RESERVED

B.10 RESPONSE DATE

RFI responses are due, via email, at the time and date specified in Section A.5, “Calendar of Events” in the Purchasing Office, 107 East Madison Street, Room B-047, Caldwell Building, Tallahassee, Florida 32399.

RFI responses received by DEO are subject to production, disclosure, inspection, and copying, in accordance with Chapter 119, F.S.

B.11 DISCLOSURE AND OWNERSHIP OF RESPONSES BY DEO

A Respondent’s response shall be a public record and subject to production, disclosure, inspection, and copying consistent with the requirements of Chapter 119, F.S.

B.12 RESPONDENT’S DUTIES TO ASSERT EXEMPTION FROM DISCLOSURE AS A PUBLIC RECORD

Any response content submitted to DEO which is asserted to be exempted by law from disclosure as a public record shall be set forth on a page or pages separate from the rest of the response, and clearly marked “exempt,” “confidential,” or “trade secret” (as applicable), with the statutory basis for such claim of exemption specifically identified in writing on each and every such page. Failure to segregate and so identify any such content shall constitute a waiver of any claimed exemption as applied to the portion of the response or other document in which the content is set forth.

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DEO Solicitation No.: 23-RFI-003-CS Page 9 of 21

Any claim of exemption from public disclosure is waived upon submission, unless addressed as set forth above.

DEO will attempt to afford protection from disclosure of any trade secret as defined in section 812.081(1)(c), F.S., or section 688.002, F.S., where identified as such in the response, to the extent permitted under section 815.045, F.S., or section 288.075, F.S., and Chapter 119, F.S. Each Respondent acknowledges that the protection afforded by section 815.045, F.S., is incomplete, and hereby agrees that no remedy for damages may arise from any disclosure by DEO.

DEO takes its public records responsibilities under Chapter 119, F.S., and Article I, Section 24 of the Florida Constitution, very seriously. If a Respondent considers any portion of the documents, data, or record submitted in response to this RFI to be exempted by law from disclosure as a public record, the Respondent must also provide DEO with a separate Redacted Copy of its response at the time of reply to submission.

This Redacted Copy shall contain DEO’s RFI name, number, and the name of the Respondent on the cover, and shall be clearly titled “Redacted Copy.” The Redacted Copy shall be provided to DEO at the same time the Respondent submits its response to the RFI and must only exclude or redact those exact portions which are exempted by law from public disclosure. Each individual portion of the Redacted Copy that Respondent asserts is confidential must contain a citation to the specific law making the content of the redacted portion confidential.

If it is determined the response does not contain any information which is exempted by law from public disclosure, Respondent shall provide as part of the response, a written statement to that effect which is executed by an authorized representative of the Respondent’s company with legal authority to make this determination on behalf of the Respondent.

Respondent shall protect, defend, and indemnify, save and hold harmless, DEO from any and all claims, demands, liabilities, and suits of any nature arising out of, because of, or due to the failure of, DEO releasing information redacted by the Respondent, and to further indemnify DEO for any other loss DEO incurs due to any claim being made against DEO regarding portions of its Redacted Copy being confidential, proprietary, trade secret, or otherwise not subject to disclosure. DEO expressly retains all rights, benefits, and immunities of sovereign immunity in accordance with Section 768.28, F.S., and nothing in this RFI shall be deemed a waiver of sovereign immunity or limits of liability beyond any statutory waiver.

B.13 RIGHTS TO DATA AND COPYRIGHT

Writings, publications, films, videos, technical reports, equipment, computer hardware and software, recordings, computer programs, computerized data bases, data processing programs, pictorial reproductions, maps, drawings, specifications, graphical representations, and works of similar nature (whether copyrighted or not copyrighted), which are submitted with a response or specified to be delivered under a project contract shall be maintained by DEO and may be released as public records. Additionally any writings, publications, films, videos, technical reports, equipment, computer hardware and software, recordings, computer programs, computerized data bases, data processing programs, pictorial reproductions, maps, drawings, specifications, graphical representations, and works of similar nature (whether copyrighted or not copyrighted), which are developed or produced and paid for in whole or in part by contract funds become the property of DEO except as may otherwise be provided in the contract.

The remainder of this document is intentionally left blank.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 10 of 21

ATTACHMENT 1 TO SECTION B.

Requirements Traceability Matrix

Description

The CX/UX Solution must provide an intuitive, user-friendly, cost-effective, cloud-based CX/UX Solution, which provides a full range of Reemployment Assistance services for Florida claimants, employers, and Third-Party Administrators.

The CX/UX Solution must include all functionality necessary to enter and update Solution code tables and business rules.

The CX/UX Solution must include all functionality necessary to allow other state Unemployment Insurance agencies, as identified by DEO, to access and use the CX/UX Solution.

The CX/UX Solution must include all functionality necessary to securely configure access to the applications, interfaces, and any other Solutions identified by DEO.

The CX/UX Solution must include all functionality necessary to allow employers, claimants, Third Party Administrators, and other external parties to access and use Reemployment Assistance services independent of the involvement of DEO staff.

The CX/UX Solution must include all functionality necessary to allow external agencies, as identified by DEO, to access Reemployment Assistance data.

The CX/UX Solution must be able to be deployed in a teleworking environment while still meeting DEO's mission and operational needs.

The CX/UX Solution must include all functionality to allow customers to use credit/debit cards, online checking, and Electronic Funds Transfers (EFTs) to pay DEO.

The CX/UX Solution must include a CX/UX Solution administration user interface that allows authorized DEO staff to: (1) Update dynamic reference data that business wants to control (e.g., monetary parameters, error messages, etc.) in code tables, reference tables, or rules engine. Additional reference data may be added to this framework in subsequent components; (2) Input and maintain messages and release notes that can be displayed on specifically identified CX/UX Solution pages; and (3) Input and maintain messages to be displayed to individuals or groups for a specified audience during a specified date and time range. For example, CX/UX Solution outage message for a specific geography.

The CX/UX Solution must support electronic signatures.

The CX/UX Solution must allow for moving data between the CX/UX Solution and any databases, interfaces, applications, systems, or solutions identified by DEO (e.g., API, stream).

The CX/UX Solution must include all functionality necessary to make any changes or edits to the CX/UX Solution (text, fact-finding, USDOL updates) without needing massive coding changes.

The CX/UX Solution must include all functionality necessary to allow for a separate claimant and employer/Third Party Administrator CX/UX Solution which integrates with a staff CX/UX Solution to prevent the CX/UX Solution from becoming overloaded/inoperable.

The CX/UX Solution must include all functionality necessary to provide a reactivate link for employers’ account admins when users become inactive.

The CX/UX Solution must include all functionality necessary for compatibility with SIDES modernization.

The CX/UX Solution must include all functionality necessary to modify the work search section on the business information screen with a program type indicator so that in times of disasters, if the work search is waived, the work search indicator is automatically switched to 'no' which would prevent unnecessary claim issues from creating.

The CX/UX Solution must include all functionality necessary to create a pre-monetary calculation and summary based on unique and/or relevant information including, but not limited to, base periods of other states, lag quarters, and other factors. Calculations factors must be customizable by appropriate personnel at runtime.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 11 of 21

The CX/UX Solution must remove all unnecessary subtypes and rationales in the CX/UX Solution. Any missing subtypes/rationales must be added.

The CX/UX Solution must include all functionality to service an employer account.

The CX/UX Solution must include consistent language/verbiage amongst the CX/UX Solution and forms. For example, the employer portal displays as "Action Due Date" and the UCB412 form displays as "Response Due Date."

The CX/UX Solution must follow the DEO Web Application Standards for all controls (such as buttons, menus, etc.).

The CX/UX Solution must use "down and back" modal navigation when users do not need to jump between tasks.

The CX/UX Solution must provide a global link to the application home page on each page of the application.

The CX/UX Solution must provide links or graphics for single-level navigation.

The CX/UX Solution must provide a site map to allow the user to skip directly to lower levels in the hierarchy for pages not dependent on a hierarchical flow.

The CX/UX Solution must provide simple link menus to allow the user to navigate to the landing pages of separate applications within the application website.

The CX/UX Solution must use icon-based navigation only when the icons are universally recognized or an internal user recognizes and frequently uses this feature.

The CX/UX Solution must provide persistent top horizontal navigation menu items within a single row and should not require horizontal scrolling to access all menu items.

The CX/UX Solution must make Home the left-most menu item on persistent top navigation or top link in a left-hand navigation.

The CX/UX Solution must use left-handed navigation lists when the user needs access to large number of options.

The CX/UX Solution must arrange left-handed navigation in groups of no more than 10 to not overwhelm the user or lose links below the fold.

The CX/UX Solution must limit displayed hierarchy to two levels consisting of the category and subcategory.

The CX/UX Solution must use sequential or wizard navigation when a multi step process must be addressed or completed.

The CX/UX Solution must design light weight web pages to maximize performance.

The CX/UX Solution must use relative font sizes (such as ems and not pixels) to allow users to scale up or down based on their browser or mobile device settings.

The CX/UX Solution must use proportional font spacing for easier reading.

The CX/UX Solution must use italics sparingly and only for emphasis.

The CX/UX Solution must use underlining only for text that is clickable such as links, hyperlinks, and URLs.

The CX/UX Solution must differentiate between visited vs. not visited links, hyperlinks, and URLs.

The CX/UX Solution must left-align all text and use ragged-right margin text.

The CX/UX Solution must group common data elements and controls using proximity, color, and/or borders.

The CX/UX Solution must employ consistent capitalization to increase perceived reliability of the information.

The CX/UX Solution must avoid duplicating content.

The CX/UX Solution must provide keyboard orientation and shortcuts to minimize device switching.

The CX/UX Solution must provide generous amounts of space (at least 2 mm) around interactive areas and controls.

The CX/UX Solution must make any interactive area a minimum of 1 cm x 1 cm for ease of usage.

The CX/UX Solution must place contextual menus above target area, instead of under, to avoid user's hand blocking information.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 12 of 21

The CX/UX Solution must place core interaction within the "thumb zone" for mobile devices.

The CX/UX Solution must place the focus in the first interactive data field on the page.

The CX/UX Solution must make the textbox larger than the longest anticipated entry in each input group. (refer to the DEO Website Application Standards).

The CX/UX Solution must group multiple related single textboxes together.

The CX/UX Solution must provide formatted and masked textboxes for data that must be entered in a specific format.

The CX/UX Solution must provide open data entry when errors are not likely to happen. Otherwise, provide other selective interactive controls such as checkboxes, dropdown, radio buttons etc.

The CX/UX Solution must provide descriptive labels to inform the user what data to enter.

The CX/UX Solution must indicate required fields on the page using both color and symbol.

The CX/UX Solution must stack labels, data entry fields and other controls vertically when the lengths are long or flexible to prevent horizontal scrolling, (e.g., on mobile devices).

The CX/UX Solution must provide a uniform distance between labels and input fields on right-aligned labels.

The CX/UX Solution must use drag-and-drop and browse functionality to move/copy files or when adding attachments.

The CX/UX Solution must order drop-down list selections alphabetically or numerically, and provide a default selection when appropriate.

The CX/UX Solution must use list checkbox when there are multiple selections that are used frequently. The list should be ordered alphabetically and numerically.

The CX/UX Solution must make action buttons a minimum of 1cm x 1cm to easily select with descriptive text without crowding and use imperative command verbs.

The CX/UX Solution must make action buttons appear clickable and avoid ghost or flat buttons.

The CX/UX Solution must use anchor links to jump to subheadings on very long pages.

The CX/UX Solution must use clear and concise words to describe the link destination.

The CX/UX Solution must use a calendar control or a date picker as an alternate method for selecting or entering a date field.

The CX/UX Solution must provide user ID "auto-fill" options or "Remember Me".

The CX/UX Solution must provide a self-service method for users to easily retrieve forgotten user IDs and passwords.

The CX/UX Solution must use alternate row background shading colors to allow for easy scanning of data.

The CX/UX Solution must provide sortable table columns to allow users to focus on the data type relevant to them.

The CX/UX Solution must provide filters for tables with large amounts of data to allow users to reduce the data interaction.

The CX/UX Solution must use scrolling forms when users expect to fill out the information in one continuous flow.

The CX/UX Solution must implement a graphical user interface.

The CX/UX Solution must give external users the ability to save data as a draft.

The CX/UX Solution must alert external users before their session expires and allow them to extend the session.

The CX/UX Solution must use a business rules engine to process claims and apply functional validation.

The CX/UX Solution must update the claim record and apply the appropriate eligibility rules based on the business rules document.

The CX/UX Solution must allow DEO staff to manually enter information into data fields that can be used to apply the eligibility business rules.

The CX/UX Solution must maintain a transaction log for changes to eligibility information.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 13 of 21

The CX/UX Solution must describe allowable password characteristics.

The CX/UX Solution must display instructions to the external user of the course of action to take, if the user is locked out.

The CX/UX Solution must check the password for allowable characteristics and prompt the external user if password constraints are not followed.

The CX/UX Solution must allow the external user to enter a hint to get a password reminder.

The CX/UX Solution must have the capability to display images, using a service from DMS that opens in a separate window from the RA application, allowing for manual key data entry, by allowing for the user to view the image and the application concurrently.

The CX/UX Solution must allow external user to change password.

The CX/UX Solution must display real-time confirmation that the password has been changed.

The CX/UX Solution must allow an authorized CX/UX Solution Analyst to add, change, and inactivate business rules, without altering the CX/UX Solution's structure.

The CX/UX Solution must allow authorized CX/UX Solution analysts to add, modify, and inactivate lists of values.

The CX/UX Solution must allow high-volume providers to submit their forms directly to the CX/UX Solution using secure file transfer capabilities.

The reporting CX/UX Solution must provide the following reporting capabilities:

- Ability of CX/UX Solution to summarize data;

- Ease-of-use by non-technical staff by using a Windows Graphical User Interface (GUI), using descriptive business names of the data elements, instructions on how to use and generate ad hoc reports, and documentation of all standard reports, instructions on viewing, exporting, and printing reports;

- Inclusion of a self-paced online training module for developing all ad hoc reports;

- Flexibility to change/revise reports data elements and prompts for ad hoc reports, and to configure prompts for standard reports;

- Easily downloadable to Microsoft Excel; and

- Easily reports on different time periods (days, weeks, months, quarters, Fiscal years, Calendar year).

The CX/UX Solution reports must be developed with parameterized input fields (prompts) to make the report flexible for reporting variations of the same information from different vantage points as defined in report specification documents.

The CX/UX Solution must include all functionality necessary to register a claimant.

The CX/UX Solution must include all functionality necessary to manage a customer's profile.

The CX/UX Solution must include all functionality necessary to file claims.

The CX/UX Solution must include all functionality necessary to request payments.

The CX/UX Solution must include all functionality necessary to receive and process payment requests.

The CX/UX Solution must include all functionality necessary for claimants to manage claims.

The CX/UX Solution must include all functionality necessary to validate entered or selected data to ensure Solution operates on and with clean, correct, and useful data.

The CX/UX Solution must allow that all data entered into the CX/UX Solution is the property of DEO. DEO data may not be released to other parties including, in aggregate form, without the express written permission of DEO.

The CX/UX Solution must capture pre-selected responses in fields where possible, via auto population and dropdown menu lists or a similar approach, to standardize responses. For example, the reason for separation from Employer and the reason for overturning a decision on appeal. The CX/UX Solution must pre-populate data fields where possible and cascade data between input screens to improve productivity and reduce data entry errors.

The CX/UX Solution must use single-line textboxes for short variable data information.

The CX/UX Solution must allow selection from a dropdown list by typing, using the arrow key or mouse selection.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 14 of 21

The CX/UX Solution must auto-suggest the completion for character by character text entry in a dropdown list.

The CX/UX Solution must allow the completion of auto-suggest input in a dropdown list by pressing the Tab or Enter key.

The CX/UX Solution must incorporate a “collect once use many” approach to data entry in order to eliminate redundant data entry.

The CX/UX Solution must provide spell checking in designated fields.

The CX/UX Solution must validate all entered and imported data to the greatest extent possible. The CX/UX Solution must display appropriate and meaningful message(s) to the user when data does not meet the edit/validation requirements.

The CX/UX Solution must ensure database integrity between production database, any replicated reporting databases, and copies made for back-up and recovery.

The CX/UX Solution must capture all data elements including calculated fields, required by USDOL for Reemployment Assistance programs identified by DEO and be able to extract them to the DEO Data Warehouse.

The CX/UX Solution must collect all data elements required to meet Federal, State, and local operational requirements and export the information to the DEO Data Warehouse. Data elements include but are not limited to: (1) Extract of real-time Labor Market and Career Information (LMCI) data (surveys, employer contact data); (2) Customer information and demographics (initial and subsequent updates); (3) Employer "demographics" (such as number of employees; type of business) - both initial and subsequent updates.

The CX/UX Solution must use slider controls with clear value range when settings are defined and contiguous.

The CX/UX Solution must disable non-applicable choices during data entry.

The CX/UX Solution must use auto-suggest to aid data entry when suggestions can be pulled from a manageable set of data or items can be entered in multiple ways.

The CX/UX Solution must provide confirmation of destructive or permanent actions.

The CX/UX Solution must provide field-level and page-level validation of page prior to submitting the information to the database.

The CX/UX Solution must provide form-level validation after the information is submitted to the database.

The CX/UX Solution must detect any errors, inform users of a possible fix, and ask for permission to fix the errors.

The CX/UX Solution must provide useful error messages indicating what was entered, what was wrong, what to do and consequences of actions.

The CX/UX Solution must use precise, specific, familiar language for error messages. The message must not be accusatory or alarming.

The CX/UX Solution must provide help, validation and edits to claimants, employers, voluntary plan employers, voluntary plan third party administrators and medical providers when submitting data electronically to improve the accuracy of data entered into the RA CX/UX Solution.

The CX/UX Solution must implement the defined validations and edits to warn DEO staff when a user action results in an error.

The CX/UX Solution must implement the defined validations and edits for conflicting and incomplete data.

The CX/UX Solution must allow DEO staff to perform spell checks using functionality in the browser or allow DEO staff to use external applications (e.g., Microsoft Word, Outlook) to perform spell checks.

The CX/UX Solution must accept requested information via internet forms or data capture forms.

The CX/UX Solution must provide real time, online validation of addresses entered by external users. The CX/UX Solution must retain both the address provided by the claimant (online or paper copy) and the address as modified by the address validation CX/UX Solution.

The CX/UX Solution must validate identified data on the electronic version of the forms before it is submitted.

The CX/UX Solution must validate a US address using the address validation service.

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by persons using TTY/TDD equipment via the Florida Relay Service at 711.

DEO Solicitation No.: 23-RFI-003-CS Page 15 of 21

The CX/UX Solution must include all functionality necessary to investigate high risk activity and fraud.

The CX/UX Solution must include all functionality necessary to prevent users from entering invalid dates such as “11/11/1111” in any scenario.

The CX/UX Solution must include all functionality necessary to create reports without negatively impacting the production environment.

The CX/UX Solution must include all functionality to generate, display, distribute, and print reports for DEO Executive Leadership, Staff, and…