40DHHS-S3391-VOC Scope of Work.docx

40DHHS-S3391 SCOPE OF WORK

PROJECT PURPOSE, Goals, AND REQUIREMENTS

1. Project Purpose. To provide the State with a Victims of Crime Claim Management software system. The software system is to be used by the Victims of Crime Program to facilitate application, management, storage, processing, and reporting of claims for victim compensation funds and the issuing of associated payments.

2. Project Background. The State has an existing contract for third-party software and personnel services that expires June 30, 2026. The State would like to bring as many services as possible in house.

3. Project Timeline. The ideal project timeline will allow for overlap of the new and current contracts with all testing and training completed and the new system ready for use by, at the latest, January 31, 2026. If necessary, if only the minimum viable product and training on this is completed by this date, that may be acceptable.

4. Ideal Proposals. Ideal proposals will maximize the value of the available funding. Proposals will also:

a. Provide an open-source software system where the State will own the software

b. Demonstrate formal software methodologies and industry accepted methods for developing software

c. Highly integrate UX in approach and design

d. Integrate with existing State software systems, including single sign on and, eventually, State financial systems

e. Provide a system that allows for future modification and customization

f. Features brought on as the project progresses to allow for a minimum viable product (MVP) and subsequent features as quickly as possible

g. Recognize and accommodate victims’ situations, including

1) Access- intermittent or no access to a bank account, mailing address, etc. Victims typically have access to a smart phone

2) Accessibility- considerations for ADA and limited English proficiency, including State language access requirements (NRS 232.0081)

3) HIPPA- confidentiality of medical data

5. Acceptable Alternatives. The State will consider proprietary software or a combination of open source and proprietary software to achieve the goals of the project. Proposals with more open source, State-owned components will be considered more favorably.

6. Required and Desired Features.

a. DCFS Staff Portal. To allow DCFS staff to create victim client files, maintain provider information, organize documents, review claims, update claim statuses, send communications, record notes, manage payment information, search, apply multiple levels of approval for transactions, and run robust dynamic/ad hoc and template data reports. This portal is the minimum viable product but some features within the portal may be brought on in subsequent phases.

b. Victim Portal. To allow victims to apply for claims, provide supporting documents, receive communications, and check the status of their claims.

c. Provider Portal. To allow service providers (hospitals, clinicians, etc.) to submit applications on behalf of victims, provide supporting documents, receive communications, and check the status of claims.

7. Optional Services and Features. The State is seeking best value in this solicitation. Vendors may propose services and features above and beyond the scope of this RFP to enhance the end product. Creativity is encouraged. Desirable services and features may include, but are not limited to,

a. Payment Processing. The ability to process payments to victims and providers.

b. Data Migration. Migrating and scrubbing historical data into the new system

c. Apps. Apps compatible with smart phones for victim, DCFS staff, and/or provider access to portals

d. “Streamlining” Features. Any features that streamline processes for all users for maximum efficiency and positive user experience

8. Presentation. Following proposal scoring, higher scoring vendors will be invited to present to the evaluation committee.

a. Presentations should be 30 minutes or less with 30 minutes reserved for introductions and Q&A for a total meeting time of 60 minutes.

b. The State will provide an Internet connection, laptop, and display screen if vendors elect to present with these tools.

c. Ideal presentations will provide the State with a clear understanding of what the vendor intends to provide, with a focus on the software system’s look, feel, functionality, and features the vendor is capable of providing.

d. Ideal presentations will review the step-by-step process to use the system from application to payment

e. If the vendor is proposing open-source software, ideal presentations should describe functional details of what the State can expect to receive.

f. Presentations may include examples of previous projects the vendor completed to demonstrate the vendor’s capabilities.

DELIVERABLES

1. Phase 1: Project Kickoff

a. A project kickoff meeting shall be held with representatives from the State and the vendor employees assigned to the project within two weeks of contract approval. The vendor will organize and lead the meeting. Items to be covered in the kickoff meeting shall include, but are not limited to:

i. Project goals, to ensure a shared vision between the State and the vendor

ii. Project plan, milestones, and timeline

iii. Outline of roles and responsibilities for key personnel assigned to the project

iv. Proposed schedule for meetings between representatives from the State and the vendor throughout the project

v. Issue resolution process

vi. Confirmation of the next steps in the project

a. Deliverables:

i. A complete meeting with all items covered due within two weeks of contract start

ii. Written high-level Project Plan due within 2 business days of the meeting

2. Phase 2: Information Gathering and Project Plan Revision

a. Lead Discovery Sessions/Requirements Gathering meetings. The purpose of these meetings is to identify, clarify, and further define the needs and proposed solutions. These meetings will include the project team, appropriate subject matter experts, and applicable stakeholders.

b. Vendor will review relevant state documents and systems

c. Vendor will meet with IT staff to refine measurable success criteria, clear acceptance processes, and details on post-go live and long-term support. Details will also be determined regarding architecture, security, and implementation.

d. Deliverables:

i. Updated Project Plan with fixed deadlines to include, but not be limited to:

1. Project schedule including directly responsible individuals, activities, activity duration, sequencing and dependencies, deliverables, and due dates

2. Risk points and plans to mitigate risk

3. Project milestones

ii. Updated Scope of Work incorporating all identified and clarified system needs and features

iii. An amendment to the contract with the detailed Scope of Work and Project Plan. This amendment will not include an increase in cost beyond the not-to-exceed thresholds established in this RFP and no further amendments are expected.

3. Phase 3: Iterative Development, Testing, and Implementation

a. Vendor will apply formal software methodologies and industry accepted methods to develop, test, and implement the software system. Additionally, the Vendor will,

i. Provide training to select State employees so employees may engage in the process

ii. Work with State employees to test the software system with real or example applications, claims, etc. to ensure the system functions as needed and intended

iii. Meet with State employees to discuss what is working/not working and what needs modification

b. Deliverables:

i. A software system that achieves the goals of the project and meets the parameters of the scope of work and all feedback provided

ii. The software system implemented, all State user accounts activated, and the ability for users to begin using the system

4. Phase 4: Training

a. Vendor will schedule and lead training meetings to teach State staff how to use the system. Training meetings should include,

i. An opportunity for a question/answer period

ii. Associated materials with visual examples of the system

b. Vendor will provide personalized training for users in need of additional training or support during the project period

c. Deliverables:

i. A video recording of comprehensive training in a format compatible with State systems to be used by the State to train future users

ii. A written manual for the software system describing all the features and step-by-step instructions on how to use the system

iii. Any associated presentation materials or handouts (provided in the applicable Microsoft format)

5. Phase 5: Project Closeout and Transfer of Materials

a. Vendor will schedule and lead a project closeout meeting where Vendor will review all completed deliverables, explain everything the State needs to know to ensure continued maintenance and use of the system, and explain how the State can modify any open-source material in the future.

b. The meeting shall be held no later than two weeks prior to the end of the contract

c. Deliverables:

i. Any remaining materials the State needs to continue to use and maintain the system and modify any open-source components

6. General Guidelines for Activities and Deliverables

a. The Vendor shall be responsible for the management of this project to ensure deliverables are provided on schedule, within scope, within budget, and the goals of the project are achieved. Industry accepted standard processes for project management activities regarding deliverable submission, review, acceptance, changes, rejection, and related activities should be followed.

b. All open-source code shall be written using standard language and syntax to ensure the State can easily make or contract for updates and modifications to the system

c. All materials shall be written in a manner understandable by a layman or a State employee in entry-level IT positions

d. Written documents will be provided in Microsoft Word unless otherwise specified

e. Meetings

i. Meetings may be held in person or remotely

ii. Vendor will schedule all meetings and provide a virtual meeting platform

iii. Vendor will provide an agenda in advance of meetings (at minimum, 1 business day prior) and meeting minutes following the meetings (at maximum 2 business days following)

iv. Meetings will be conducted between normal State business hours

v. Vendor will organize and lead all project-related meetings per schedule and as needed. Meetings should be set at reasonable intervals to ensure timely communication on the project. Meetings should include:

1. A walkthrough of each deliverable on or before the time of delivery to the State

2. Status updates that include information on work that has been completed since the prior meeting, whether the project is on schedule or not, challenges/barriers, identified risks and proposed solutions, planned next steps, and related information to ensure the project remains on track and the deliverables will satisfy project goals.

vi. Revisions or feedback provided by the State during meetings should be incorporated into subsequent deliverables

RESPONSE REQUIREMENTS

a. Provide information regarding approach to meeting the project goals

b. Identify what items, if any, in this RFP are not included in the Vendor proposal

c. If subcontractors are anticipated to be used for any of the tasks, indicate what tasks and the percentage of time subcontractor(s) are expected to spend on those tasks

d. Responses should not exceed 25 pages

e. Articulate all licensing fees, if any, as well as if an agreement to commit to a one-year extension of any software license after contract termination to ensure smooth transition for the State is something to which the Vendor is willing to commit. Any costs associated with this license extension must be clearly specified within the Cost Schedule.

f. Articulate recommendations for project management, including measurable success criteria, clear acceptance processes, and details on post-go live and long-term support. Proposals should also include information regarding architecture, security, and implementation.

Cloud Hosting Questionnaire: To be completed and returned with vendor proposal.

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