A3 Statement of Work - RFP# 250000001016.docx

SCHEDULE A3 – STATEMENT OF WORK

Request for Proposal No. 250000001016 No Wrong Door Time Study Administration

BACKGROUND

The processes for billing Medicaid and leveraging Medicaid Administrative Claiming (MAC) includes time studies of front-line staff to identify what percentage of their time is spent discussing Medicaid or Medicaid funded programs. MDHHS currently utilizes four random moment time study (RMTS) instances. Michigan’s No Wrong Door system is smaller and may require a different methodology.

SCOPE

The Contractor will provide administrative services for the Michigan Department of Health and Human Services (MDHHS) time study for the state’s No Wrong Door (NWD) system and delivery of Person-Centered Options Counseling (PCOC) program. The NWD system will provide counseling for older and disabled Michiganders on Long Term Services and Supports options through the PCOC grant, and unbiased Medicare counseling services via the State Health Insurance Assistance Program (SHIP), and Medicare Improvements for Patients and Providers Act (MIPPA).

The NWD system is managed by MDHHS’s Community Options Supports and Services (COSS) Section. Counseling services are provided by agencies across the state who are referred clients via a Statewide Call Center or via local in-house referrals.

Additional information on the NWD program including the above mentioned grants and grantees can be found via the NWD Grant Funding Opportunity (GFO) included as an attachment.

The Contractor will provide administrative assistance to MDHHS staff in managing MAC time tracking for the NWD program. The Contractor will also provide direct administrative and technical assistance to the implementing agencies (Grantees) in setting-up, reviewing, and managing their MAC time tracking for the NWD program.

1. Requirements General Requirements A. Meet with the COSS staff team and other MDHHS Bureau of Aging, Community Living, and Supports (ACLS Bureau) Division managers and staff as needed to determine and review all processes for the upcoming quarter.

B. Review time studies, time tracking processes, and other processes supporting the NWD program of this onsite or virtually conducted work.

C. Administering the time study includes(*):

1. Updating the participant rosters;

2. Monitoring the response rates;

3. Answering phone calls and e-mails;

4. Editing activity names/adding one or two activities to the existing structure;

5. Creating results reports for MDHHS;

6. Assisting with auditor or cognizant agency questions related to reports and system functionality

7. Other activities as outlined in the table above.

List all exception(s):

Please briefly describe your experience in managing time studies or studies of similar nature for federal, statewide, local, or non-profit agencies:

List all exception(s):

Please concisely describe your agencies proposed approach to managing the Medicaid Administrative Claiming time study for Michigan’s No Wrong Door Program:

D. State and Contractor Responsibilities:

The State is responsible for:

i. Gather Participant Rosters (Note: MDHHS provides office/regional contact information to Contractor so that Contractor can reach out to those individuals to provide updates to participant list)

ii. Support Users on System Use through Dedicated E-mail Address

iii. Calendar and Work Schedule Maintenance

iv. Ongoing NWD Amendments for Changes to Time Study Related Activities (Note: Contractor creates amendment documentation; MDHHS confirms edits and submits to Cost Allocation Services for review and approval)

The Contractor is responsible for:

v. Host and Administer Time Study platform or tool.

vi. Provide MDHHS System and Administrator Support/Address Technical Issues with System.

vii. Gather Participant Rosters (Note: MDHHS provides office/regional contact information to Contractor so that Contractor can reach out to those individuals to provide updates to participant list).

viii. Support Users on System Use through Dedicated E-mail Address.

ix. Support Users on System Use through Dedicated Hotline.

(Note: the hotline will be staffed from 9:00 a.m. to 5:00 p.m. EST, excluding weekends and holidays; a voicemail box will always be available in the event that a live worker is unable to answer immediately).

x. Calendar and Work Schedule Maintenance.

xi. Generate Monthly Response Reports.

xii. Review Subsample Results for Quality Control.

xiii. Ongoing NWD Amendments for Changes to Time Study Related Activities (Note: Contractor creates amendment documentation; MDHHS confirms edits and submits to Cost Allocation Services for review and approval).

xiv. Add Activities to the Decision-Tree in platform if applicable.

xv. Monthly, and or Quarterly Moment Generation.

Training The Contractor must provide the following:

a. Training documentation and materials

b. Quarterly Online Trainings for New Hires/Participants

c. Annual Refresher Trainings

List all exception(s):

Bidder must explain its training capabilities and any training that is included in its proposal:

Specific Standards IT Policies, Standards and Procedures (PSP) Contractors are advised that the State has methods, policies, standards and procedures that have been developed over the years. Contractors are expected to provide proposals that conform to State IT policies and standards. All services and products provided as a result of this RFP must comply with all applicable State IT policies and standards. Contractor is required to review all applicable links provided below and state compliance for the publicly available PSPs in their response. Non-public PSPs are available to bidders under NDA.

Public IT Policies, Standards and Procedures (PSP):

DTMB - IT Policies, Standards & Procedures (michigan.gov)

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Acceptable Use Policy To the extent that Contractor has access to the State’s computer system, Contractor must comply with the State’s Acceptable Use Policy, see 1340.00.130.02 Acceptable Use of Information Technology (michigan.gov). All Contractor Personnel will be required, in writing, to agree to the State’s Acceptable Use Policy before accessing the State’s system. The State reserves the right to terminate Contractor’s access to the State’s system if a violation occurs.

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SOM Digital Standards All software items provided by the Contractor must adhere to the State of Michigan Application/Site Standards which can be found at SOM Applications and Site Standards (michigan.gov).

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ADA Compliance The State is required to comply with the Americans with Disabilities Act of 1990 (ADA) and has adopted standards and procedures regarding accessibility requirements for websites and software applications. All websites, applications, software, and associated content and documentation provided by the Contractor as part of the Solution must comply with the Digital Accessibility Standards. See Terms and Conditions Section 12 Accessibility Requirements for additional information. Applicable standards can be found at SOM Applications and Site Standards (michigan.gov) under the SOM Digital Accessibility Guidelines heading.

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Bidder must acknowledge their agreement with this section and provide details for how they will meet the requirements:

User Type and Capacity

Contractor must be able to meet the expected number of concurrent Users listed above.

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Bidder must explain how it will be able to support the expected number of concurrent Users. Bidder must also explain whether the Software can scale up or down without affecting performance:

Bidder must provide details regarding latency response time for (i.e., Generate Page Load, standardized reporting, ad hoc reporting):

The Bidder must identify what network connectivity or equipment will the State be required to have to meet the expected latency response time?

Hosting Contractor must maintain and operate a backup and disaster recovery plan to achieve a Recovery Point Objective (RPO) of 24 hours, and a Recovery Time Objective (RTO) of 24 hours.

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Bidder must review the State’s standard Contractor Hosted Software and Services attached as Schedule D - Service Level Agreement for Hybrid Purchases. Bidder must note any exceptions to the Service Level Agreements (SLA) by redlining Schedule D - Service Level Agreement for Hybrid Purchases.

Bidder must include a copy of its Disaster Recovery Plan either in this response box or identified here as an attachment to this RFP labelled as Disaster Recovery plan.

Bidder’s Disaster Recovery Plan:

Required Functionality Relating to Data Retention, Disposal, and Retrieval The State has legal obligations to retain, dispose, and retrieve State Data along with obligations to manage and secure State Data. To meet these obligations, the Solution must allow the State to:

1) retain all data for the entire length of the Contract.

2) delete its data or request the deletion of its data, even data that may be stored offline or in backups.

3) transfer its data back to the State or to a new vendor or new solution.

4) transfer its data to the Archives of Michigan as may be required by a retention and disposal schedule.

5) retrieve data, even data that may be stored offline or in backups.

Except as otherwise stated in the Contract, Contractor will not dispose of, delete, or destroy State Data without the prior written approval of the State.

List all exceptions:

Bidder must review and explain how the data retention, disposal, and retrieval requirements will be met by the solution and describe its data management capabilities (storage limitations, duration, etc.). If the Solution does not allow the State to perform these activities itself, the bidder must explain how it will support the State’s compliance with these requirements.

Products and Services

In managing its obligation to meet the above milestones and deliverables, the Bidder is required to utilize the applicable State Unified Information Technology Environment (SUITE) methodologies, or an equivalent methodology proposed by the Bidder.

SUITE’s primary goal is the delivery of on-time, on-budget, quality systems that meet customer expectations. SUITE is based on industry best practices, including those identified in the Project Management Institute’s PMBoK and the Capability Maturity Model Integration for Development. It was designed and implemented to standardize methodologies, processes, procedures, training, and tools for project management and systems development lifecycle management. It offers guidance for efficient, effective improvement across multiple process disciplines in the organization, improvements to best practices incorporated from earlier models, and a common, integrated vision of improvement for all project and system related elements.

While applying the SUITE framework through its methodologies is required, SUITE was not designed to add layers of complexity to project execution. There should be no additional costs from the Bidder, since it is expected that they are already following industry best practices which are at least similar to those that form SUITE’s foundation.

SUITE’s companion templates are used to document project progress or deliverables. In some cases, Bidders may have in place their own set of templates for similar use. Because SUITE can be tailored to fit specific projects, project teams and State Program Managers may decide to use the Contractor’s provided templates, as long as they demonstrate fulfillment of the SUITE methodologies.

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The Bidder is required to review http://www.michigan.gov/suite and demonstrate how each PMM/SEM requirement will be met. Bidders wishing to use their own documents must submit an example of the document that will be substituted. If the Bidder deems a document to be non-applicable, please provide reasons for the determination. The State reserves the right to give final approval of substituted documents and items marked as non-applicable.

Bidder must describe how they will meet the requirements set forth above and note any exceptions for successful implementation and ongoing support of the Software:

Service Requirements Timeframes All Contract Activities must be delivered 30 business days from receipt of order. The receipt of order date is pursuant to the Notices section of the Standard Contract Terms.

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Acceptance Acceptance, Inspection, and Testing The State will use the following criteria to determine acceptance of the Contract Activities: The Contractor must provide a 5% sample to ensure coding accuracy.

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Staffing Contractor Representative The Contractor must appoint one individuals specifically assigned to State of Michigan accounts, who will respond to State inquiries regarding the Contract Activities, answer questions related to ordering and delivery, etc. (the “Contractor Representative”).

The Contractor must notify the Contract Administrator at least 30 calendar days before removing or assigning a new Contractor Representative.

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Bidder must identify its Contractor Representative:

Program Manager The Program Manager for each party will monitor and coordinate the day-to-day activities of the Contract (each a “Program Manager”):

Tammy Lemmer 400 S Pine St Lansing, MI 48933 lemmert1@michigan.gov 517-230-9707 [Name] [Street Address] [City, State, Zip] [Email] [Phone]

Customer Service Number The Contractor must specify its customer service number for the State to contact the Contractor Representative. The Contractor Representative must be available for calls during the hours of 8:00 am to 5:00 pm EST.

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Bidder must identify its Customer Service Toll-Free Number:

Technical Support, Repairs and Maintenance The Contractor must specify its number for the State to contact the Contractor for technical support, repairs and maintenance. The Contractor must be available for calls and service during the hours of 8:00 am to 5:00 pm EST.

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Bidder must identify its toll-free technical support number:

Work Hours The Contractor must provide Contract Activities during the State’s normal working hours Monday – Friday, 7:00 a.m. to 6:00 p.m. EST.

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Key Personnel The Contractor must appoint one individuals who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

The State has the right to recommend and approve in writing the initial assignment, as well as any proposed reassignment or replacement, of any Key Personnel. Before assigning an individual to any Key Personnel position, Contractor will notify the State of the proposed assignment, introduce the individual to the State’s Project Manager, and provide the State with a resume and any other information about the individual reasonably requested by the State. The State reserves the right to interview the individual before granting written approval. In the event the State finds a proposed individual unacceptable, the State will provide a written explanation including reasonable detail outlining the reasons for the rejection. The State may require a 30-calendar day training period for replacement personnel.

Contractor will not remove any Key Personnel from their assigned roles on this Contract without the prior written consent of the State. The Contractor’s removal of Key Personnel without the prior written consent of the State is an unauthorized removal (“Unauthorized Removal”). An Unauthorized Removal does not include replacing Key Personnel for reasons beyond the reasonable control of Contractor, including illness, disability, leave of absence, personal emergency circumstances, resignation, or for cause termination of the Key Personnel’s employment. Any Unauthorized Removal may be considered by the State to be a material breach of this Contract, in respect of which the State may elect to terminate this Contract for cause under the Termination for Cause section of the Standard Contract Terms. It is further acknowledged that an Unauthorized Removal will interfere with the timely and proper completion of this Contract, to the loss and damage of the State, and that it would be impracticable and extremely difficult to fix the actual damage sustained by the State as a result of any Unauthorized Removal. Therefore, Contractor and the State agree that in the case of any Unauthorized Removal in respect of which the State does not elect to exercise its rights under Termination for Cause, Contractor will issue to the State the corresponding credits set forth below (each, an “Unauthorized Removal Credit”):

i. For the Unauthorized Removal of any Key Personnel designated in the applicable Statement of Work, the credit amount will be $25,000.00 per individual if Contractor identifies a replacement approved by the State and assigns the replacement to shadow the Key Personnel who is leaving for a period of at least 30-calendar days before the Key Personnel’s removal.

ii. If Contractor fails to assign a replacement to shadow the removed Key Personnel for at least 30-calendar days, in addition to the $25,000.00 credit specified above, Contractor will credit the State $833.33 per calendar day for each day of the 30-calendar day shadow period that the replacement Key Personnel does not shadow the removed Key Personnel, up to $25,000.00 maximum per individual. The total Unauthorized Removal Credits that may be assessed per Unauthorized Removal and failure to provide 30-calendar days of shadowing will not exceed $50,000.00 per individual.

Contractor acknowledges and agrees that each of the Unauthorized Removal Credits assessed above: (i) is a reasonable estimate of and compensation for the anticipated or actual harm to the State that may arise from the Unauthorized Removal, which would be impossible or very difficult to accurately estimate; and (ii) may, at the State’s option, be credited or set off against any fees or other charges payable to Contractor under this Contract.

The Contractor must identify the Key Personnel, indicate where they will be physically located, describe the functions they will perform, and provide current chronological résumés.

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A. The Contractor must identify all Key Personnel that will be assigned to this contract in the table below which includes the following:

1. Name and title of staff that will be designated as Key Personnel.

2. Key Personnel years of experience in the current classification.

3. Identify which of the required key personnel positions they are fulfilling.

4. Key Personnel’s roles and responsibilities, as they relate to this RFP, if the Contractor is successful in being awarded the Contract. Descriptions of roles should be functional and not just by title.

5. Identify if each Key Personnel is a direct, subcontract, or contract employee.

6. Identify if each Key Personnel staff member is employed full-time (FT), part-time (PT) or temporary (T), including consultants used for the purpose of providing information for the proposal.

7. List each Key Personnel staff member’s length of employment or affiliation with the Contractor’s organization.

8. Identify each Key Personnel’s percentage of work time devoted to this Contract.

9. Identify where each Key Personnel staff member will be physically located (city and state) during the Contract performance.

<Add more rows below as needed> 1.

Name 2.

Years of Experience in Current Classification 3.

Role(s) / Responsibilities 4.

Direct / Subcontract/ Contract 5.

% of Work Time 6.

Physical Location

B. The Contractor must provide detailed, chronological resumes of all proposed Key Personnel, including a description of their work experience relevant to their purposed role as it relates to the RFP.

Qualifications will be measured by education and experience with particular reference to experience on projects similar to that described in the RFP.

Bidder must provide the resumes and information as required above – either in this response box or identified here as an attachment to this RFP labelled as “[Company Name] – Resume”.

Organizational Chart The Contractor must provide an overall organizational chart that details staff members, by name and title, and subcontractors.

Bidder must provide detailed information as required above – either in this response box or identified here as an attachment to this RFP labelled as “[Company Name] – Organizational Chart”.

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

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

· The relationship of the subcontractor to the Contractor.

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

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

Project Management Project Plan The Contractor will carry out this project under the direction and control of the Program Manager. Within 30 calendar days of the Effective Date, the Contractor must submit a final project plan to the Program Manager for approval. The plan must include: (a) the Contractor's organizational chart with names and title of personnel assigned to the project, which must align with the staffing stated in accepted proposals; and (b) the project breakdown showing sub-projects, tasks, timeline, and resources required.

List all exception(s):

Bidder must submit its project plan as described above:

Meetings The contractor must attend the following meetings within 30 calendar days of the contract effective date:

· Contract Kick-Off Meeting

· Monthly status meetings with MDHHS staff, or as needed

· Initial meetings with grantees

· Quarterly status meetings with grantees, as needed The State may request other meetings, as it deems appropriate.

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Reporting The Contractor must submit to the Program Manager the following written reports on the 15th of the applicable month:

A. All reports referenced in the reports and deliverables section including:

1. Monthly response and results reports.

2. Quarterly training response reports.

B. Annual staff pool list must be provided 15 days following the start of the Fiscal Year.

C. Quarterly 5% random sample report for all grantees.

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Bidder must explain its reporting capabilities and any reporting that is included in its proposal:

Bidder must provide samples of required reports as attachments to this RFP. List file names here.

Pricing Price Term Pricing is firm for the entire length of the Contract.

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Price Changes Adjustments will be based on changes in actual Contractor costs. Any request must be supported by written evidence documenting the change in costs. The State may consider sources, such as the Consumer Price Index; Producer Price Index; other pricing indices as needed; economic and industry data; manufacturer or supplier letters noting the increase in pricing; and any other data the State deems relevant.

Following the presentation of supporting documentation, both parties will have 30 days to review the information and prepare a written response. If the review reveals no need for modifications, pricing will remain unchanged unless mutually agreed to by the parties. If the review reveals that changes are needed, both parties will negotiate such changes, for no longer than 30 days, unless extended by mutual agreement.

The Contractor remains responsible for Contract Activities at the current price for all orders received before the mutual execution of a Change Notice indicating the start date of the new Pricing Period.

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Ordering Authorizing Document The appropriate authorizing document for the Contract will be a DO.

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Invoice and Payment Invoice Requirements All invoices submitted to the State must include: (a) date; (b) purchase order; (c) quantity; (d) description of the Contract Activities; (e) unit price; (f) shipping cost (if any); (g) vendor-generated invoice number and (h) total price. Overtime, holiday pay, and travel expenses will not be paid.

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Payment Methods The State will make payment for Contract Activities via ETF.

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Procedure As a general policy, invoices must be submitted by email to MDHHS Bureau of Accounting at MDHHS-CPU@michigan.gov and the PCOC Grant Manager Suzanne Eman-Jaehnig at Eman-JaehnigS@michigan.gov by the 15th day of the following month.

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Liquidated Damages Late or improper completion of the Contract Activities will cause loss and damage to the State and it would be impracticable and extremely difficult to fix the actual damage sustained by the State. Therefore, if there is late or improper completion of the Contract Activities the State is entitled to collect liquidated damages in the amount of $5,000 and an additional $100 per day for each day Contractor fails to remedy the late or improper completion of the work. The State will collect liquidated damages via ETF.

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Service-Level Agreement (SLA) A. The Contractor will be held accountable to meet the requirements and the service level requirements established in this Contract.

B. The State reserves the right to reconsider or amend SLA amounts for split awards should they occur.

C. Please Note: Should bidders require clarification or have any questions with regard to the SLAs, they should submit them during the Question and Answer Period of this solicitation; please see the Proposal Instructions for the timeline.

Service Level Agreements for this Contract will be as follows:

SLA Metric1. Reporting

2. All reports will be accurate and free of errors. Incomplete or inaccurate reports will be returned to the Contractor.

The acceptable standard is 100% compliance.

Extenuating circumstances will be reviewed by the Program Manager before any Service Credits are assessed.

At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State.

SCHEDULE B - PRICING

Request for Proposal 250000001016 No Wrong Door Time Study Administration

1. The Contractor must provide a pricing schedule for the proposed Contract Activities using this page. The pricing schedule should be submitted in a modifiable format (e.g. Microsoft Word or Excel); however, you may also submit an additional pricing schedule in a non-modifiable format (e.g., PDF). Failure to complete the pricing schedule as requested may result in disqualification of your proposal.

2. Price proposals must include all costs, including but not limited to, any one-time or set-up charges, fees, and potential costs that Contractor may charge the State (e.g., shipping and handling, per piece pricing, and palletizing).

3. The Contractor is encouraged to offer quick payment terms. The number of days must not include processing time for payment to be received by the Contractor's financial institution.

4. Quick payment terms: % discount off invoice if paid within days after receipt of invoice.

By submitting its proposal, the Contractor certifies that the prices were arrived at independently, and without consultation, communication, or agreement with any other Contractor.

MDHHS must make payments to the Contractor based upon the following rates per unit of service delivered as identified below: