24-RFI-001-CM FINAL PDF DOC.pdf

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.

COM Solicitation No.: 23-RFI-001-CM, Page 1 of 12

DEPARTMENT OF COMMERCE

REQUEST FOR INFORMATION

Information Acknowledgement Form

Page 1 of 113 pages SUBMIT REPLY TO:

Department of Commerce Purchasing Office 107 East Madison Street, B-047 Tallahassee, Florida 32399-4128 Telephone Number: 850-245-7455

AGENCY RELEASE DATE:

September 5, 2023

SOLICITATION TITLE: SOLICITATION NO:

Florida WINS Customer Portal Solutions 24-RFI-001-CM

RESPONSES WILL BE OPENED: October 2, 2023 @ 3:00 P.M.

This is a Request for Information (RFI) as defined by section 287.012(22), Florida Statutes (F.S.). Responses to this RFI are not offers and cannot not be accepted by the Department of Commerce to form a binding contract. §287.012(22), F.S. (2023). 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), F.S. (2023). 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:

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.

COM Solicitation No.: 23-RFI-001-CM, Page 2 of 12

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 TBD

A.2 SOLICITATION TYPE Request for Information (RFI)

A.3 PROGRAM OFFICE Division of Workforce Services

A.4 PURCHASING OFFICE Christopher Melkun

Purchasing Analyst 107 East Madison Street, B-047 Tallahassee, Florida 32399 850-245-7443 Christopher.Melkun@commerce.fl.gov

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 FloridaCommerce 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 1 Date of Issuance and publication on the Florida Vendor

Information Portal (VIP)website at:

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

September 5, 2023

2 Technical Questions Regarding this RFI shall be from prospective Respondents. (NOTE: only email inquiries will be accepted.)

September 14, 2023 by 5:00 p.m.

(Eastern Standard Time)

3 Anticipated posting of FloridaCommerce responses to technical questions to the Florida Vendor Information Portal website (via addendum) at:

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

September 21, 2023 By 5:00 p.m.

(Eastern Standard Time)

4 Responses Due October 2, 2023 By 3:00 p.m.

(Eastern Standard Time)

5 Oral Presentations (if scheduled) October 9-13, 2023 (If applicable)

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 VIP for any updates to this RFI.

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.

COM Solicitation No.: 23-RFI-001-CM, Page 3 of 12

A.6 Questions

Any questions from Respondents concerning this RFI shall be submitted via email identifying the submitter to the Procurement Officer, Christopher Melkun at Christopher.Melkun@commerce.fl.gov by the date and time specified in section A.5, Calendar of Events. All questions and/or changes to the RFI will be posted on the Department of Management Services (DMS) VIP as an addendum. It is the prospective Respondent’s responsibility to periodically check the VIP for any RFI updates. FloridaCommerce bears no responsibility for any delays, or resulting impacts, associated with a prospective Respondent’s failure to obtain the information made available through the VIP. Respondent’s questions should be submitted as an attachment via email in the format included in Attachment A– Technical Questions Submittal Form.

[Remainder of Page Intentionally Left Blank] mailto:Christopher.Melkun@commerce.fl.gov

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.

COM Solicitation No.: 23-RFI-001-CM, Page 4 of 12

SECTION B – INTRODUCTION AND PURPOSE

B.1 INTRODUCTION AND PURPOSE

The State of Florida, Department of Commerce (FloridaCommerce), Division of Workforce Services jointly with the Division of Information Technology, is seeking information related to methods and solutions to discover, recommend, and implement a customer portal and referrals between programs from the experienced vendor community. Requested details include solutions, tools, platforms, and supporting infrastructure needed to deliver a single customer portal (the “Solution”) intended to connect and share data between multiple existing case management and benefits administration systems (the “In-Scope Systems”) housed across multiple state agencies, promoting the interoperability of programs and services provided to Floridians in the “no-wrong-door” strategy.

The RFI process is used to gather information on whether to competitively procure the services sought and if so, to determine which solicitation process to use. FloridaCommerce may use responses to this RFI to prepare one or more competitive solicitations and as the basis for any subsequent demonstrations or vendor meetings.

FloridaCommerce is looking for organizations to provide solutions to meet the state’s current and future needs and would appreciate responses to this request.

Pursuant to Rule 60A-1.042, 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

In June 2021, Governor Ron DeSantis signed House Bill 1507 into law, establishing the Reimagining Education and Career Help (REACH) Act. This innovative, system-wide approach to workforce development and education in Florida will create opportunities for meaningful employment and economic freedom for Floridians. FloridaCommerce is coordinating on this important initiative with the Reimagining Education and Career Help (REACH) Office, the Florida Department of Children and Families, the Florida Department of Education, Florida Digital Service, and CareerSource Florida, hereinafter referred to as “Workforce Partners.”

The strategic alignment and coordination of education and workforce initiatives includes an online opportunity portal, allowing access to available state, federal, and local services, and tools. This will provide Floridians with broader access to education and training options, labor market information, career planning tools, workforce training, and education support.

The Workforce System Integration effort, hereinafter referred to as “FL WINS Program,” is currently under way at FloridaCommerce. A feasibility study, completed in November 2021, provided alternatives and recommendations to best establish a consumer-first workforce system1 and improve coordination among Workforce Partners, as envisioned by the REACH Act2. Additionally, the study provided a roadmap for program establishment, technical integration, and enhanced business process integration. These initiatives will take

1 As defined in section 445.011, Florida Statutes and section 445.010, Florida Statutes 2 Section 14.36, Florida Statutes https://www.floridajobs.org/docs/default-source/division-of-workforce-services/workforce-integration/deo-feasibility-study-phase-4-report.pdf?sfvrsn=cba352b0_2

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.

COM Solicitation No.: 23-RFI-001-CM, Page 5 of 12 place over three to five years and set a foundation for enhanced coordination and service delivery for Floridians. FL WINS began in April 2022, and will end no later than December 31, 2026.

The REACH Act and the FL WINS Program seek a no-wrong-door entry strategy through the development and implementation of a customer portal, which will provide Floridians with broader access to education and training options, labor market information, career planning tools, workforce training, and education support, regardless of which “door” in the workforce development system the customer enters.

The FL WINS Program has three active projects supported by two workgroups:

1. The Workforce Integration Management (WIM) project establishes and maintains the project management infrastructure, which includes the Program Management Office, Center of Excellence, Central Repository, and Project Management Information System. The WIM also supports procurement activities necessary to advance the FL WINS Program.

2. The Transformational Change Management project provided the stakeholder analysis, initial readiness assessment, and change management and communication plan. The Transformational Change Management project helped to assess and ready the Workforce Partners for the change associated with a program of this magnitude. With these foundational tasks complete, the project is focusing on implementation and operation of the Transformational Change Management Office.

3. The Business Process Reengineering project included discovery activities, persona and journey development, and other activities. Ultimately, these efforts will deliver the Target Operating Model (TOM) – the conceptual future state of FL WINS.

4. To support the efforts for these projects and the FL WINS Program as a whole, two workgroups were established and are operational.

a. The Legal and Policy workgroup is responsible for considering federal, state, and programmatic legal and policy requirements throughout the implementation of the FL WINS system.

b. The IT Shared Services workgroup is responsible for ensuring that the interoperability of technology solutions recommended and approved are collaborated on and coordinated with all Workforce Partners to ensure that the solution(s) can connect with existing case management systems, allows for multiple types of integration layers, and is scalable for future In-Scope System connections.

B.3 SPECIFICATIONS

The TOM includes information describing the conceptual future state based on discovery completed with the multiple Workforce Partners in this collaborative initiative. The TOM is supported by a Requirements Traceability Matrix (RTM) and Service Blueprints. Using the TOM, RTM, and Service Blueprints as a guide to the conceptual future state, FloridaCommerce is requesting information for the design, creation, and implementation of potential solutions from the vendor community, including information on requirements, tools, and solutions for data exchange(s), integration, and any other aspects required for developing and implementing a future state of seamless interoperability through a customer portal, programmatic referrals, and data integration solutions.

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.

COM Solicitation No.: 23-RFI-001-CM, Page 6 of 12

This RFI seeks potential solution(s) capable of connecting data that is not moved around but is accessible through innovative technology methods that can communicate in and with multiple case management environments (within the In-Scope Systems). Please see Attachment B for a list of In-Scope Systems.

Responses should address design and implementation principles, which include but are not limited to:

• Customer Experience

• Information and Business Architecture

• Interaction Design

• Content Strategy

• Visual Design

• Usability

• Cyber Security and Privacy

The solution(s) architecture should be designed in accordance with Florida’s cloud-first initiative, which is further defined in section 282.206, F.S., and Chapter 60GG-4, F.A.C., and the proposed solution should be cloud-based with inbuilt resilience and elasticity. The proposed solution(s) should work independently of and in tandem with the existing In-Scope Systems.

Availability of the potential customer portal view should have minimal to no impact to the existing In-Scope systems and vice versa. Communication between the existing In-Scope Systems and the proposed Solution(s) must be real-time, with the ability of scaling to meet In-Scope System and future requests and responses to adjust the capacity based on the demands with established Application Programming Interface (API) or integration layers.

The potential solution(s) for data integration capabilities should have the ability in the API layer to either host or provide a container for the development of user interfaces in the customer portal solution that would communicate with the existing In-Scope Systems.

The potential solution(s) proposed architecture should consider the technical stack components listed directly below. If applicable, information about any additional products, services, software solutions, or partnerships with other contractors who provide products and/or services that meet the architectural and technical stack component specifications described below, should be considered. The proposed architecture and technical stack components should include, but are not limited to:

• Microservice Based Architecture

• Enterprise Service Bus (ESB)

• Messaging Broker

• Multifactor Authentication (MFA)

• Business Rules Engine (BRE)

• Workflow Management

• Document Management

• Master Data Management and interoperability

The TOM, RTM, and Service Blueprints are Attachments C, D, and E, respectively. Additionally, Customer Portal Project is attached as Attachment F.

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.

COM Solicitation No.: 23-RFI-001-CM, Page 7 of 12

B.4 GOALS

FloridaCommerce’s goal is to gain information on available innovative technology solution(s) to explore software and available comparable solutions to provide insight into software and services to inform future procurement(s) of potential solution(s). The Solution(s) should include all systems or collections of components necessary to achieve capabilities identified in the TOM, RTM, and Service Blueprints.

B.5 OBJECTIVES

To use the results from this RFI to determine whether or not to competitively procure particular commodities or contractual services, determine what solicitation process to use for this particular need, 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 FloridaCommerce subject matter experts 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 may not be accepted by FloridaCommerce to form a binding contract pursuant to section 287.012(22), F.S. 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, in accordance with section 287.057(19)(c), F.S. FloridaCommerce 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, FloridaCommerce 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.

2. Details

Interested Respondents should include the following information in their responses:

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.

COM Solicitation No.: 23-RFI-001-CM, Page 8 of 12

• A description of Respondent’s ability to provide a Solution(s) matching the needs and requirements identified in section B.3, Specifications, the Target Operating Model, Requirements Traceability Matrix, and Service Blueprints. The description should also:

o Identify all required or supporting software, freeware, etc., and its purpose;

o Identify licensing requirements or options;

o Detail information about any additional products, services, software solutions, or partnerships with other contractors who provide products and/or services, including demonstration of a successful implementation with the partner(s);

• Mapping of solution or product functionality to the RTM;

• Respondent’s history with all similar systems, including organizational structure, references, and contact information for each reference including the name, title, phone number, and email address (a minimum of three references is required);

• Respondent’s experience with contemporary technology that can be applied to the FL WINS Program business and technical processes to create a modular, scalable system;

• Maintenance and Operations Plans currently in use to support the solution and/or product;

and

• 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.

FloridaCommerce 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 FloridaCommerce 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 FloridaCommerce elects to solicit bids/proposals in the future.

B.9 ORAL PRESENTATION AGENDA

Based upon the completeness of the response, FloridaCommerce, at its sole discretion, may invite Respondents for an oral presentation and product demonstration. Each presentation will be scheduled from one to two hours depending on the response and should include the following:

• A high-level overview of the product highlighting the core agency processes the product addresses, with outcomes achieved;

• A discussion about the Respondent’s experience and competency in the design, development, and support of their solution, training and knowledge transfer activities, operations and maintenance of the proposed solution, and, if applicable, any additional vendors the Respondent partnered with to provide a complete solution;

• A discussion about the approach taken in previous implementations, challenges and risks encountered, and mitigating factors taken into consideration; and

• Opportunities for Questions and Answers.

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.

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.

COM Solicitation No.: 23-RFI-001-CM, Page 9 of 12

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

B.11 DISCLOSURE AND OWNERSHIP OF RESPONSES BY FLORIDACOMMERCE

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 FloridaCommerce, 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 reply, 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.

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

FloridaCommerce 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 FloridaCommerce.

FloridaCommerce 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 FloridaCommerce with a separate Redacted Copy of its response, in hard copy and on USB drive, at the time of reply submission.

This Redacted Copy shall contain FloridaCommerce’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 FloridaCommerce at the same time the Respondent submits its reply to the RFI and must only exclude or obliterate 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 reply 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, FloridaCommerce from any and all claims, demands, liabilities, and suits of any nature arising out of, because of, or due to the failure of, FloridaCommerce releasing information redacted by the Respondent, and to further indemnify FloridaCommerce for any other loss FloridaCommerce incurs due to any claim being made against FloridaCommerce regarding portions of its Redacted Copy being confidential, proprietary, trade secret, or otherwise not subject to disclosure. FloridaCommerce expressly retains all rights, benefits, and immunities of

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.

COM Solicitation No.: 23-RFI-001-CM, Page 10 of 12 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 FloridaCommerce 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 FloridaCommerce except as may otherwise be provided in the contract.

[Remainder of Page 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.

COM Solicitation No.: 23-RFI-001-CM, Page 11 of 12

ATTACHMENT A

TECHNICAL QUESTIONS SUBMITTAL FORM

Respondents shall complete this form based on their questions relating to this RFI. The completed form shall be submitted in accordance with the instructions provided in A.6. The electronic response must be submitted as a Microsoft Word file format. This form may be expanded as needed to facilitate responses to this requirement.

Respondent’s Name: ________________________________________

Respondent Question Number*

RFI Page Number, Section Number, Subsection Reference* Question*

*Add rows as necessary.

**Authorized Representative’s Signature

**Typed Name and Title of Authorized Representative

**This individual must have the authority to provide this Response.

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.

COM Solicitation No.: 23-RFI-001-CM, Page 12 of 12

ATTACHMENT B

IN-SCOPE SYSTEMS

Agency Name System Name Description

FloridaCommerce Reconnect Modernized web-based system; developed in .NET using an Oracle database; based on the Unemployment Framework for Automated Claim and Tax Services (uFACTS) system.

FloridaCommerce WIDb The Workforce Information Database (WIDb) utilizes a modern Microsoft database technology designed to meet state and federal labor market information reporting standards.

FloridaCommerce EmployFL Employ Florida is a vendor-based powerful online tool specifically designed to help connect employers and job seekers.

DCF ACCESS (SSP) In the process of modernization.

DCF HopeFL Current application is in Microsoft Dynamics and will be undergoing a modernization effort.

DOE VR VR – AWARE VR is undergoing a case management modernization currently.

DOE DBS DBS- AWARE DBS AWARE is a modernized system.

DOE DCAE EMOP Employment Meets Opportunity Portal is a modernized web-based system that would be utilized for data and analytics purposes with FL

WINS.

DOE DCAE Apprenticeship N/A at this time.

DOE DCAE General Adult

Education N/A at this time.

FL WINS TARGET OPERATING MODEL

BPR Deliverable #6 – Iteration 1 Draft Submission Date: 8/7/23

Attachment C

Revision History

Date Version Description Author

8/7/2023 002 FLWINS-BPR-6-Target-Operating-Model-Iteration-1-002 BPR Team

Table of Contents

Topic Slide Section 1: Executive Summary and Introduction

• Deliverable Context 6-7

• Executive Summary 8

• Documentation Discovery 9

• Target Operating Model Objective and Approach 10-12

• In-Scope Programs Overview 13

Section 2: Master Service Blueprint

• Service Blueprint Overview 15

• Phase Descriptions 16

• Service Blueprint Applications 17

• Master Service Blueprint 18

• Description of Master Service Blueprint by Phase 19-21

Section 3: External Personas

• Relationship between Service Blueprint and Journeys 23

• Persona Card and Journey Element Descriptions 24-25

• Solution Component, Capability, and Feature Dictionaries 26-29

• Customer Persona Overview 30

Topic Slide Section 3: External Personas (Continued)

• Validated Vince the Vet Persona and To-Be Journey 31-32

• Validated Willie the Welder Persona and To-Be Journey 33-34

• Validated Maryanne the Mother Persona and To-Be Journey 35-36

• Validated Ana the Youth Persona and To-Be Journey 37-38

• Validated Robert the Grand Dad Persona and To-Be Journey 39-40

• Validated Nash the Citrus Worker Persona and To-Be Journey 41-42

• Validated Adrian the Justice Involved Individual Persona and To-Be Journey

43-44

• Validated Cindy the Visually Impaired Persona and To-Be Journey 45-46

Section 4: Internal Personas

• Internal Personas and To-Be Journey Overview 48

• Internal Personas Overview 49

• Validated Deborah the DOE VR Agency Staff Persona, To-Be Journey, and DOE Service Blueprint

50-52

• Validated John the DCF Agency Staff Persona, To-Be Journey, and DCF Service Blueprint

53-55

• Validated Jeremy the LWDB Staff Persona and To-Be Journey 56-58

• Validated Anthony the FloridaCommerce CONNECT Agency Staff Persona, To-Be Journey, and FloridaCommerce Service Blueprint

59-61

Table of Contents (continued)

Topic Slide Section 5: Potential Solution Wireframes

• Solution Wireframe Relationship 63

• Potential Solution Wireframes Overview 64

• Customer Dashboard Feature Wireframe Descriptions 65-67

• Service Wizard Wireframe Descriptions 68-69

• Customer360 Feature Wireframe Descriptions 70-71

Section 6: Requirements Traceability Matrix (RTM)

• Requirements Traceability Matrix Relationship 73

• Requirements Traceability Matrix – Approach 74

• The Evolution of Requirements 75

• Requirement Definition and Overview 76

• Requirements Traceability Matrix Overview 77

• Requirements Traceability Matrix – Data Elements 78

• Requirements Traceability Matrix – Refinement and Prioritization 79

• Requirements Traceability Matrix – Components, Capabilities, and Features

• Solution Components- Customer Portal, Customer 360, Data Hub 81-84

Topic Slide

Section 7: Signature and Acceptance

• Signature and Acceptance Pages 86-87

Section 8: Appendix

• Technical College Survey 89

SECTION 1: EXECUTIVE SUMMARY AND INTRODUCTION

Target Operating Model: Deliverable Context

To accommodate a more agile, iterative approach, the Target Operating Model deliverable has been split into two iterations. This first iteration contains the core activities aligned to the human centered design approach including validated personas, customer and staff to-be journeys, draft process diagrams and service blueprints, and the first iteration of the Requirements Traceability Matrix.

Iteration 1:

• Review current activities and tasks being completed by the Workforce Partners to determine areas in which the activities and tasks could be optimized or eliminated.

• Outline how stakeholder reactions to problems, opportunities, and constraints will be coordinated in the business process reengineering phase across agencies. These activities are captured in the following work products:

• Validated list of personas with accompanying detailed persona cards

• Validated customer to-be journey(s)

• Validated staff to-be journey(s)

• Draft to-be process diagrams

• Draft service blueprints

• Create a requirements traceability matrix (RTM) for the Target Operating Model which incorporates the high-level requirements gathered from BPRS activities. This iteration will provide a hypothesized priority listing based on the understanding at the time of delivery of this report. These requirements will be validated with additional meetings and workshops with key stakeholders and decision makers.

• Conduct planning activities related to the technical center/colleges survey. This iteration’s activities include identifying a list of respondents, verifying the survey method, drafting the survey, and receiving approval for the survey questions.

Target Operating Model: Deliverable Context

Building off the foundation of Iteration 1, the team will continue validating draft to-be processes and service blueprints with Workforce Partner leadership and front-line staff to further refine our understanding of future state processes and how customers and agency staff will interrelate in the FL WINS’ ecosystem. Leveraging these two foundational artifacts, recommended adjustments will be developed to roles and responsibilities among Workforce Partners’ staffing, outlining a structure that best supports the decision-making process for the remainder of the Program and beyond. These recommendations will be visualized through a time-based roadmap, charting the course for implementing the suggested personnel changes in a sequence that best accommodates FL WINS’ downstream technology implementation and funding ability. To steward technology procurement, implementation and operation, recommendations will also be made related to the structure of an IT shared services workgroup, defining the value the workgroup will add in assisting and managing the service delivery model associated with the To-Be solution.

Additionally, the Requirements Traceability Matrix (RTM) will continue to be refined to incorporate any necessary changes following Iteration 1 delivery and Workforce Partner review. Finally, a full analysis of the Technical Center/College System Survey responses will be included, outlining our understanding of the current state of the technical environment for the respondents.

Following delivery of TOM Iteration 1, the team will continue to utilize a continuous feedback approach to incorporate any insight gained from stakeholder review.

Continuous feedbackUpcoming TasksCompleted Items Current Stage

TOM Iteration 2 End of September

Discovery Roadshow Mid-August

TOM Iteration 1Art of the Possible

The objective of the Target Operating Model (TOM) is to translate the strategic direction of the REACH Act into operational capabilities by defining what Workforce Partner Agencies need to do to achieve the objectives.

Executive Summary

The FL WINS TOM brings together approximately 42 programs across the 3 Workforce Partner Agencies to provide a streamlined experience for customers and provide a ‘no wrong door entry’ point for workforce services across the state of Florida. This future state experience has been designed as a result of over 33 validations sessions, as well as 20 case worker, case manager, and customer sessions. Several consistent themes emerged centering around uncertainty navigating the process when multiple WPAs are involved, self-service options, and limited awareness of additional programs and services potentially available to customers. We received additional feedback from agency staff across several programs that a common view of a customer and which programs they are enrolled in, as well as programmatic way to suggest recommendations and referrals to other programs would be beneficial.

In order to address these pain points and provide the target customer experience, a future state journey has been developed with the following high-level solution themes that will be further elaborated in this report. These can be implemented in a phased approach to get quick wins along the way to the ideal solution.

The Customer 360 is the agency’s unified view into each customer.

• Enables agency staff to see at a glance all programs a customer is enrolled in

• Access all uploaded documents from a single place

• Automated suggestions and referrals for other services suitable for a customer

*note this does not replace existing case management tools or processes

Customer 360 The common profile helps eliminate the need to rekey information and includes a personalized dashboard.

Other features include:

• Portal profile, login credentials, and identity across agencies

• Common intake form that populates downstream case systems

• Notifications, tasks, and referrals

Common Profile Quick hit items that help customers understand and navigate the 42 programs from a single portal. Key features should include:

• Workforce Service Wizard “Help me find what programs are right for me”

• Central Catalog of Programs, Benefits, and

Requirements

• “FAQ Bot” Virtual Assistant

Content and Navigational Aids

Common Data All the above experiences will be powered by a common data set accessible to all agencies. Key attributes include: Profile, Eligibility Data, Uploaded Documents, and Program Status.

During the Discovery phase, the Workforce Partner Agencies and the REACH Office provided the FL WINS team with extensive documentation for review. Though the documentation was extensive, there were gaps in current state understanding that required additional stakeholder input and validation during several additional meetings.

Documentation Discovery

The BPR team continues to meet with the REACH Office and workforce partners for continuous feedback and additional knowledge understanding.

7,228 pages

51 diagrams

4,093 rows

88 slides

25+ websites reviewed

280+ artifacts reviewed

105+ documents requested

45 Florida Commerce 58 DCF 177 DOE

Documents Reviewed:

Programs and Services

Validation Sessions

Technical Validation

Sessions

Staff Ride Along

Sessions

Art of the Possible

Workshops

Documents by Agency:

Meetings Conducted:

The approach begins by first gaining a level of understanding of the current state to identify processes to date, strategic objectives, what is working, what is not, and opportunities for the future state model. A summary of these efforts can be found in Deliverable 4 Iterations 1 and 2. Another outcome of this stage was to identify our user base and their individual needs, documented in the 8 external personas (customers) and the 4 internal personas (agency staff).

A TOM identifies better ways of working and better ways to translate strategic intent into operations. A human-centered design approach was leveraged to develop the TOM so that the future state remains customer-focused.

TOM Objective and Approach

Through continued research and interviews, high-level as-is process diagrams and customer journeys were developed;

helping identify key pain points and areas of success. Themes were identified both within the individual Workforce Partners’ processes, as well as across partners to identify pain points in between.

AS-IS PROCESS AS-IS JOURNEY PAIN POINTS

As pain points are analyzed, themes emerge that then identify potential features or capabilities in the solution that would resolve those problem areas while maintaining the areas that are currently successful. A master to-be journey was created to incorporate those solution features and highlight how the user’s experience, and associated thoughts and emotions, improve.

TOM Objective and Approach

In the first Art of the Possible sessions, the personas, current processes and journeys, and associated pain points were refined by key stakeholders in a series of four workshops.

Attendees were then asked to view the master journey through the lens of their assigned persona to highlight additional features that may be needed to accommodate the individual needs specific to that customer persona. For example, if their persona was visually impaired, what additional features may positively impact that customer’s experience.

As themes evolve and desired features are confirmed, these are aligned to solution components that will enable the to-be experience. Solution components are overlaid onto the master journey and to-be process to form the service blueprint. This helps visualize the relationships between the people, the processes, and the supporting systems (whether physical or technology) that are tied to the master journey.

TOM Objective and Approach

Requirements are documented to elaborate the desired outcome in the form of statements outlining what the future state solution “shall” do. Requirements at this stage should encompass the features that must be in the future solution to meet the strategic objectives but be flexible enough for solution vendors to provide the how related to the implementation of that requirement. A potential visual representation of the requirements are found within the solution wireframes. The solution vendor(s) will further elaborate on these requirements, adding the specificity aligning the need to how their solution will meet the requirement, test cases to test the requirements, and traceability down to the developed solution/code.

All of these previous pieces come together to inform the Target Operating Model for FL WINS, outlining the suggested how the future state can be implemented, who will support which aspects going forward, and when the solution(s) and new functions can be rolled out. It takes into consideration the processes that will need to be adjusted, the capabilities and cultures of the organizations to absorb the change, the performance measurement needed to measure expected benefits against results, the infrastructure needed to enable the ideal customer experience, and the governance needed to manage and make decisions in the future.

In-Scope Programs Overview O ut o f Sc op e

In S co pe

Clarified in DiscoveryNamed in Contract

TANF

SNAP

Re-Employment Apprenticeship

Disaster Recovery and Dislocated Worker

Grants

Federal Bonding Program

Migrant and Seasonal Farmworker Services

Military Family Employment

Advocacy Program

State Rapid Response Program

Veterans Employment Program

Wagner-Peyser Welfare Transition

(TANF) – Workforce Requirements

Work Opportunity Tax Credit Program

(EMPLOYER)

Other WIOA Programs

SNAP E&T

HOPE FL VR Services for EmploymentDivision of Blind

Services

Division of Vocational

Rehabilitation

VR Supported Employment

VR Self-Employment Services

VR/DBS Student and Youth Services

VR/DBS Deaf, Hard of Hearing & Deafblind

Services

VR/DBS Employer Training Services

TTW SSA Program DBS Braille & Talking

Book Library

DBS Rahab Center for the Blind and Visually

Impaired

DBS Business Enterprise Program

Medicaid

Other Local Workforce

Development programs*

Adult Worker Program

Title 1 Dislocated Worker Program

Title 1 Youth Program

Trade Adjustment Assistance Program

Senior Employment Program

*For the Other LWDB Programs, there may be instances where individual boards have specialized, local programs that are identified to be out-of-scope of the FL WINS program.

DCF DOE Career Source 13

The following outlines the programs and services that have been determined to be in-scope through the Discovery phase of the project:

Integrated Education and Training (IET)

Adult General Education

Adult Basic Education and Adult High School

High School Equivalency Program

(GED® Testing)

GED® Prep

Academic Skills Building (ASB)

Registered Apprenticeship

Veteran Diploma Program

Farmworker Career Development Program

(FCDP)

Adult English for Speakers of Other Languages (ESOL)

Teenage Parent Program

FCS and Tech College Educational Services

School Readiness Program

Career and Technical Education

Florida Commerce

SECTION 2: MASTER SERVICE BLUEPRINT

Service Blueprint Overview

This section details the service blueprint for the proposed future to-be master journey for Florida customers, including their interactions with agency staff and the technology that supports the journey.

A service blueprint is a diagram that visually maps out the steps in a service process, including the customer’s perspective. It builds upon the customer’s journey by combining the customer’s experience with all the agency staff actions and support processes that may or may not be visible to the customer.

The blueprint is divided up into frontstage and backstage actions. Front stage actions can be “seen” by the customer and include the actions of the customer themselves, agency staff actions, and visible interactions with technology like a portal or application system. The blue boxes on the diagram below represent the frontstage actions. Backstage actions cannot be “seen” by the customer and/or the agency staff but are necessary to allow the customer to take steps along their journey. These include things like data calls from other systems and integration between application systems. The teal boxes represent the backstage actions.

Phases: A summary of each of the journey phases. For more information, please see page 15.

Backstage Actions: Actions by technology or support processes that support the frontstage actions of the customer and/or agency staff.

These may include automatic processes.

Frontstage Actions: The agency staff actions in response or support of the customer actions, including any technology interactions that an agency staff might leverage.

Customer Journey: The step-by-step actions a customer takes with the associated location (Evidence) and time each step will ideally take (Time).

Service Blueprint Overview: Phases

This section details the service blueprint for the proposed future to-be master journey for Florida customers, including their interactions with agency staff and the technology that supports the journey.

The phases of the service blueprint correspond to the phases of the customer to-be journeys and represent the different stages that a customer will move through while interacting with FL WINS to accomplish their goals. These phases contain multiple customer and agency staff journey steps and have time periods associated with them. Each program/service will have their own duration within each of these phases. Due to these unique durations and how customers learn about additional programs at different points throughout, a customer may be in multiple phases simultaneously with respect to different programs.

An explanation of each phase can be found below:

This phase includes activities related to creating a personalized plan for the individual related to the services being provided. This includes if there are sequential programs and/or services that a customer will participate in, with an associated timeline of actions.

This phase is the process of applying, requesting or initiating services, and having eligibility determined. The application process can be initiated via the Common Intake Form, and then completed in collaboration with each agency. This phase is where the customer will work with their assigned agency staff member for each program or service that they have applied to participate in.

This phase encompasses the activities the individual completes as they execute their plan. This could be actions including completing training or a new certification, registering for classes at a local technical college, or utilizing assistance benefits.

This phase symbolizes the individual receiving employment or case closure, depending on the program. This phase also includes customer’s who no longer need assistance due to previous services provided.

This phase is the process of determining what services are available and either receiving a referral for services or applying for the program or service.

Master Service Blueprint Applications

This Master Service Blueprint was developed to alleviate key pain points and current state gaps identified during the Discovery phase of the FL WINS program.

The Master Service Blueprint depicts the ideal future operating state for both customers and agency staff. To develop the ideal state, the BPR team conducted multiple customer validation sessions, ride along sessions with agency staff, technical validation sessions, and…