Addendum 1 - Q&A Supporting Information.docx

This Addendum 1 document provides supplemental Q&A supporting information for RFP 26-86378, issued by the Indiana Department of Administration (IDOA) on behalf of the Family and Social Services Administration (FSSA), regarding Community Supports IT Systems maintenance and operations. The RFP solicits proposals for ongoing maintenance and operations and enhancement services for eight integrated systems supporting Medicaid waiver and non-waiver programs serving approximately 10,000 to 24,000 active users. The solicitation includes a pre-proposal conference scheduled for July 30, 2026, with written questions due by August 6, 2026, at 3:00 PM Eastern Time, and proposals due September 10, 2026. The contract term is four years with two optional one-year renewals for a potential six-year period, with award targeted for November 2026. The enhancement services scope encompasses an estimated annual pool of 52,200 hours for design, development, and implementation activities.

This addendum specifically addresses two key inquiries from the Q&A section. First, it provides Tier 1 and Tier 2/3 ticket volume projections for in-scope systems for the period July 1, 2025 through June 30, 2026, with Tier 1 help desk tickets projected at 32,954 annually (2,746 monthly, 634 weekly), while the contractor is responsible only for Tier 2/3 tickets at 14,308 annually (1,192 monthly, 275 weekly), with a caveat that prior ticket volumes may not be indicative of future volumes. Second, it details PathWays Incident Processing system specifications, including a front-end web browser interface based on .NET Core 6, SQL Server 2019 database environment, approximately 55-GB shared database size, approximately 150 users, and key interfaces with Gainwell/CoreMMIS and the IFUR website for incident submissions using BDS and BBA funding sources.