72160 - MRC Consumer Tech QA.docx

COMMBUYS BD-22-1071-AO-02021-72160

MRC Technology and Support Services RFR Bidder’s Conference & CommBuys Questions

1. Security for equipment, are programs able to purchase inventory or must they do the eval and purchase equipment?

A: Security should include standard security measures to protect property; including tracked inventory, locked storage with restricted access, monitored alarm systems and recorded video monitoring. Awarded bidders will be required to maintain commercial property insurance with sufficient coverage to insure the stored technology against theft and property damage.

2. Will referrals be coming from VR/CL counselors - is there a Qualtrics form etc. and can referrals come from vendors?

A: Reference p. 10 in the RFR

a. For the VR program, referrals to the provider will come directly from VRCs.

b. For the CL Program, referrals may come from Providers working with CL programs or from CL program staff

3. How will cost reimbursement work – individual authorization or block of money?

A: Cost Reimbursement is billing in which the Commonwealth reimburses providers for costs associated with the provision of the services set forth in this RFR. Cost reimbursement billing is processed through the Commonwealth’s Enterprise Invoice/Service Management (EIM/ESM) billing system within the Virtual Gateway. Providers are required to adhere to the guidelines and training established for Cost Reimbursement contracts in EIM/ESM, including provision of supporting documentation which justifies cost of services rendered. MRC Program staff reviews and approves PRCs (Payment Request for Commodity) in EIM for all Computer Technology and Support Services Contracts. Providers will be required to submit monthly reports documenting Computer Technology Equipment provided and support service provision. Monthly reports should include an inventory report or be available upon request. Report format will be provided by MRC. A Cost Reimbursement Invoice must be submitted electronically in EIM/ESM no later than the 15th of each month for the services rendered or technology purchased in the previous calendar month.

4. Reimbursement for equipment – Can bulk purchase be made – Is reimbursement after delivery to consumer?

A: Equipment can be purchased in bulk so that a provider can have a surplus from which to distribute (see Warehousing section of the RFR P. 14). It is important to note that budgets are reviewed as part of contract negotiations as well as the contract management process to ensure that budgeting and purchasing are consistent with projected need and utilization.

5. Helpdesk – Is there a preference for in-person vs phone/virtual or are both needed ?

A: Providers will offer a “Technical Support Center/Help Desk” that could include both virtual and an actual physical location that can provide consumers timely, professional training and technical support for their computer systems. The Support Center would also offer a specific call-in telephone line (i.e., helpdesk) that consumers could use for designated day and evening hours for technical assistance and equipment malfunction problem solving as well as a dedicated email and ticketing system. Services must have the capacity to be provided where the consumer is: most often in their home or place of employment. (RFR page 9)

6. What are we looking for in the proposal – a narrative or letter of intent?

A: Information on P. 24

· Responses to this RFR should be submitted in 12 point font, no more than 8 pages, excluding Cover Page and all attachments.

· Categories and the evaluation criteria are outlined in the chart beginning on p. 24 in the RFR.

· Bidders should provide a narrative addressing all evaluation criteria areas

7. Requested copy of the slide deck A: This was uploaded to CommBuys following the Bidder’s conference.

8. Will referrals be for individuals we are already working with or will this also be for other consumers with tech equipment needs?

A: Referrals associated to this RFR will be new referrals from either MRC’s VR or CL programs

9. Do both VR and CL consumers have a primary care taker?

A: Each MRC consumer referred for services has a key counselor contact at MRC. CL Consumers have an MRC assigned case manager or program coordinator.

10. How many consumers are there on the VR Side vs CL Side of MRC’s support?

A: VR is currently serving over 15,000 consumers and CL has approximately 10,000 consumers, a percentage of which will be referred to this RFR.

11. What percentage of consumers VR or CL require an onsite evaluation?

A: We will not know until we have multiple year data for VR. CL estimates about 80%

12. What percentage of consumers VR or CL require on onsite installation and training?

A: We will not know until we have multiple year data for VR. CL estimates about 80%

13. Are there any consumers considered high risk that we should meet at a Regional Office vs their home?

A: The awardee should coordinate and consult with the consumer and their MRC counselor/case manager for recommended locations to meet. MRC counselors and case managers will work collaboratively with the successful provider to ensure providers and consumers meet in a safe environment.

14. How is onsite support handled today?

A: Some of the services in this RFR are new to MRC consumers and not all being offered to date.

15. Which consumers qualify and what type of task are required onsite?

A: The Commission will provide technology to consumers in MRC/VR and MRC/CL programs. The nature and extent of the services provided as well as the program consumer eligibility may differ among the 2 programs.

· For the purposes of this RFR, eligible consumers of the MRC/VR program will be approved for technology or services as allowed under the Rehabilitation Act. Services provided to eligible VR consumers will enable the individual to achieve an employment outcome. VR consumers receiving technology and support services will be subject to the eligibility requirements, regulations, and policies of MRC/VR program. (p. 10)

· Eligible consumers under the ARPA project may be approved by MRC/CL programs as allowed under program establishing authority/funding source. ARPA consumers may receive services subject to the eligibility requirements, regulations, and policies of MRC and the corresponding program.

· Providers will provide training and/or technical assistance, when approved, to set up the devices and provide initial training and support to utilize the provided equipment. Providers will offer a “Technical Support Center/Help Desk Support” that could include both virtual and in-person supports that can provide consumers timely, professional training and technical support for their computer systems. (p. 9)

16. Please define as thorough as possible the expectations and task for onsite installations and the correlated training required?

A: Once the technology is deployed, the consumer should be trained to be able to use it. Providers will provide training and/or technical assistance, when approved, to set up the devices and provide initial training and support to utilize the provided equipment. Providers will offer a “Technical Support Center/Help Desk Support” that could include both virtual and in-person supports that can provide consumers timely, professional training and technical support for their computer systems. (p. 9)

17. What percentage of evaluations are done remotely, break out VR vs CL please?

A: We will not know until we have multiple year data

18. Can you explain the evaluation criteria types and scenarios that MRC uses today to place the appropriate technology?

A: Referring counselor will provide information on referral but we are asking bidders are expected to inform MRC to tell us how they will evaluate the technology needs of those we refer.

19. Is a trained medical professional required for the evaluation (occupational therapist???)?

A: The RFR states, “Provide a staffing proposal for the project, demonstrating that staff have the experience, knowledge, and abilities to successfully Computer Technology Ordering, delivery, set up, help desk operations and training for individuals with disabilities.” CL consumers are not assessed by an OT occupational therapist tfor technology service. (p.25)

20. How are we notified what type of disability, mental or intellectual challenge a consumer possesses pre-evaluation?

A: The referral will contain any relevant information that a provider will need to provide the RFR services. The CL program coordinator or case manager will coordinate with the provider.

21. How are we notified of potential language barriers pre-evaluation?

A: The referral will contain any relevant information that a provider will need to provide the RFR services. The CL program coordinator or case manager will coordinate with the provider

22. Is the VR and CL consumers provided technology today? Or is this a new program?

A: This is a new RFR that will work with consumers who do not have the necessary technology to achieve their goals. CL consumer do have access to some technology, this is providing access on a wider scale.

23. What liability coverage does MRC have today and will the selected vendor be covered under / name insured on that policy?

A: MRC will not insure awarded vendors. Vendors are expected to submit proof of adequate insurance coverage with their bid. The insurance coverage requirement for bidders is described on page 21 of the RFR. Comment by Defensor, Sahara (MRC): Answer from Donna's 3/24 email

24. Is there a scenario where MRC has refused onsite service because of fear or safety reasons?

A: The successful vendor will be expected to work with MRC staff to ensure that services can be delivered in a safe environment. If circumstances arise, the vendor will be required to collaborate with MRC staff to identify options for safe service delivery. Comment by Defensor, Sahara (MRC): Answer from Molly's 3/25 email image1.png