Att G - Q&A (State Responses) (October 14, 2026).xlsx
XLSX spreadsheet 125 KB Posted
- Solicitation number
- RFP 27-87793
- Issued by
- Marion County, Indiana
About this file
This is a Question and Answer document for RFP 27-87793, issued by the Indiana Family and Social Services Administration (FSSA), Office of Medicaid Policy and Planning, providing state responses to 150 bidder inquiries regarding an Enrollment Broker services contract. The RFP solicits proposals for enrollment broker services supporting four Medicaid managed care programs: Hoosier Healthwise (HHW), Healthy Indiana Plan (HIP), Hoosier Care Connect (HCC), and Indiana PathWays for Aging. The enrollment broker must maintain a minimum 45-hour weekly helpline with live-voice access (Monday-Friday, 8:00 AM to 5:00 PM Eastern Time), provide English and Spanish language services, deliver unbiased member education and choice counseling, process managed care organization selections and changes, and maintain a comprehensive enrollment broker database. The contractor must implement an Interactive Voice Response system, conduct quarterly end-of-call satisfaction surveys, respond to written correspondence within five business days at a 98% rate, and submit monthly and daily performance reports with 99% system availability during operating hours. Proposals were due October 28, 2026, with written questions due by October 2, 2026, and responses posted by October 14, 2026. The anticipated contract execution date and operational start date is January 1, 2028, with a four-year initial term and two optional one-year extensions for a potential six-year total. Reference site visits to respondents' support centers may be required.
The cost proposal requires bidders to submit pricing across four service categories: Helpline Services (per-call rates for live inbound and outbound calls), Printing (per-unit costs across eight volume bands), Information Systems (staffing hourly rates for four dedicated full-time positions), and Other Tasks. Pricing must remain firm for a minimum of 180 days from the award date. A 3% Indiana Veteran Owned Small Business (IVOSB) subcontracting goal applies, with IVOSB participation eligible for up to 6 points combined scoring including a potential 1-point bonus, and Buy Indiana Initiative participation available for up to 5 points. Evaluation occurs in three steps: Step 1 applies mandatory pass/fail requirements; Step 2 scores qualified proposals on Management Assessment/Quality (50 points) and Price (30 points) to create a short list; Step 3 applies all criteria to short-listed proposals, with a maximum of 91 total points. The contractor must comply with 42 CFR 438.10 and 438.56, meet WCAG 2.1 Level AA accessibility standards, conform to Indiana's Assistive Technology Standards and information security frameworks, and achieve GovRAMP authorization by the operational start date for cloud-hosted systems. The Q&A document addresses critical implementation details including independence requirements for broker affiliates, transition activities and incumbent asset transfers, MMIS interface responsibilities and costs, staffing residency requirements, performance standard application during open enrollment surge periods, and clarifications on printing and mailing volumes, call recording retention periods, and the scope of services including outbound calling, member correspondence handling, and staff turnover metrics.
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Question & Inquiry Form
| Question and Answer |
| Attachment G |
| RFP 27-87793 |
| Please submit your questions in the form below (blue shaded area) by the date specified in RFP Section 1.23 |
| Click the dropdown in the RFP Document Column to select topic. | ||||||
| ID. | RFP Document | Section Number | Page | Topic | Question | State Response |
| 1 | Attachment K Statement of Work | Section V, Compliance Requirements, Independence | 60 | Independence, former Medicaid provider. | Section V provides that a broker is not independent if it "is an MCO, Primary Care Case Management (PCCM) or other health care provider in the State." Please confirm that a Respondent whose Indiana affiliate previously delivered Medicaid HCBS waiver Case Management, and that delivers no Medicaid-reimbursed service in Indiana as of the proposal due date, satisfies the Independence requirement. | Please see 42 CFR 438.810 for clarification regarding the definition of a health care provider in the state of Indiana. If concern persists regarding satisfaction of requirements, If the Respondent has concerns, it should detail the potential conflict with a description of why the CFR does not apply or how a conflict is mitigated. The State reserves the right to make a final determination. |
2 Attachment K Statement of Work Section V, Compliance Requirements, Independence 60 Independence, non-clinical care coordination agency. Section V uses the term "other health care provider" without defining it. Please confirm that the State applies the term consistent with Section 1903(b)(4)(A) of the Social Security Act, which reaches health care providers "that provide coverage of services," and with the Indiana Code definitions of health care provider (IC 34-18-2-14; IC 16-18-2-163), and that a Respondent whose only Indiana Medicaid enrollment is as a DMHA-authorized Child Mental Health Wraparound (CMHW) Wraparound Facilitation agency under the 1915(i) State Plan benefit, a non-clinical care coordination service that is carved out of managed care, reimbursed fee-for-service, and delivered with no ownership, control or financial relationship with any MCO, PCCM or treatment provider, is considered independent for purposes of Section V. If the State would require additional safeguards (for example, organizational separation, staff exclusion, or an annual independence attestation), please describe them. At this time, “other health care provider.” refers to the plain meaning of the term. Please also see the response to Question #1.
| 3 | Attachment K Statement of Work | Section V, Compliance Requirements, Independence | 60 | Independence, affiliates outside Indiana. | Please confirm that the Independence requirement applies to health care provider activity in the State of Indiana only, and that a Respondent's parent or affiliate operating as a Medicaid Case Management or Assessment provider in other states does not affect the Respondent's independence under Section V. | Please see question #1. |
| 4 | Attachment K Statement of Work | Section III.a.1, Helpline Maintenance and Management | 8 | Historical call volumes. | Please provide monthly inbound calls offered, inbound calls answered, average handle time and outbound calls completed by program (HHW, HIP, HCC and Indiana PathWays for Aging) for the most recent 24 months, including the November and December 2025 MDwise transition period. | Please see Attachment O. Available historical call volume data can be found in the Bidders Library under "INEB Member Services" (2025-2026) |
| 5 | Attachment K Statement of Work | Section III.a.2.d, Member Materials | 18 | Historical mailing volumes. | Please provide annual volumes for the most recent two years for each notice type the Contractor mails (Hoosier Care Connect welcome notices, each Indiana PathWays for Aging notice type, HIP annual health plan selection period postcards or letters), and the share sent electronically. | Please see Attachment O. Available historical mailing volumes can be found in the bidders library under EB Notice Count (PathWays) by type (2024-2026)" and "EB Notice Count By Type (2024-2026)" |
| 6 | Attachment D Cost Proposal Template | Cost Proposal | Cost structure and evaluation volumes. | Please confirm which rate categories the Cost Proposal contains (for example, per-call rate for inbound calls, per-call rate for outbound calls, transition or implementation pricing, printing) and the estimated volumes the State will apply to each rate to compute the Total Cost used in the 30-point cost score. | All rate categories of the Cost Proposal contribute to an estimated total cost based on volume assumptions that will inform cost scoring. Please see the RFP's Main Document Section 3.2 on Evaluation Criteria for information regarding cost scoring. | |
| 7 | Attachment K Statement of Work | Section III.c, Payment Milestones | 49 | Printing and postage. | Section III.c states that postage is billed at the passthrough rate. Please confirm whether printing, paper and fulfillment costs for mailed notices are to be included in the per-call rate, billed as a separate passthrough, or priced as a separate line in the Cost Proposal. | Please see Attachment D, Tab 8. "Printing." Paper, envelopes, stuffing, and fulfillment for mailed notices are priced per unit. They are not part of the per-call rate. Only postage is billed separately as a pass-through at cost. Per the Attachment D instructions, all other printing and mailing costs must be included in the per-unit pricing. |
| 8 | Attachment K Statement of Work | Section III.c, Payment Milestones | 49 | Current contract rates. | Please provide the per-call rates and total annual payments under the current enrollment broker contract for each of the last three State fiscal years. | This information can be found in the existing contracts for these systems, which is located on the IDOA transparency portal (https://secure.in.gov/apps/idoa/contractsearch/). |
| 9 | Attachment K Statement of Work | Section III.a.5, Start Up and Transition Activities | 43 | Contract timeline. | Please provide the anticipated contract execution date, the anticipated Operational Start Date for the successor Contractor, and the end date of the current enrollment broker contract. | Indiana anticipates the contract execution and transition to start late in Q1-2027, with an operational start date of 1/1/28. Please note timelines are subject to change. |
| 10 | Attachment K Statement of Work | Section IV, Key Persons, Staffing Requirements | 54 | Key staff residency timing. | Section IV requires all key staff to reside in the State of Indiana. Please confirm whether key staff must reside in Indiana at the time of proposal submission or by the Operational Start Date, and whether the Contractor may propose named key staff contingent on award. | The required staff should be located within the State of Indiana by the operational start date. Please see the updated Statement of Work Attachment (Addendum #1). Contractors should propose key staff in alignment with the requirements of the Attachment K and directions in Attachment F. Key staff may be required to attend in-person meetings during the transition period in advance of the operational start date. |
| 11 | Attachment O Bidder Library | Bidders Library | Access to Bidders Library. | Attachment O, the Bidders Library, and the IOT Information Security Framework are not included in the posted bid package. Please describe how Respondents obtain access, including the Non-Disclosure Agreement process and the expected turnaround time after request. | Download the .zip file under the Bid Documents link on the current business opportunites page https://www.in.gov/idoa/procurement/current-business-opportunities/ and https://www.in.gov/iot/security/information-security-framework/ | |
| 12 | Attachment M Infrastructure Overview | Infrastructure Overview | Attachment M availability. | Attachment M, Infrastructure Overview, is listed as a mandatory Step 1 submission in RFP Section 3.2 but is not included in the posted bid package. Please post the template or confirm where Respondents obtain it. | Download the .zip file under the Bid Documents link on the currnet business opportunites page https://www.in.gov/idoa/procurement/current-business-opportunities/ | |
| 13 | Attachment K Statement of Work | Section III.a.1.b, Interactive Voice Response | 11 | Transfer of telephony assets. | Please confirm which assets transfer to the successor Contractor at transition: The existing toll-free numbers, IVR recordings and call flow logic, historical call recordings and the Contractor database and CRM history. Please also confirm whether the successor may reuse the existing IVR decision trees approved by the State. | The IVR logic and IVR script may be transferred to the contractor. Other assets, including licensed items or the system itself, generally would not transfer. |
| 14 | Attachment A IVOSB Commitment | 2.0 and 3.0 | IVOSB prime credit for a joint venture | The Respondent is a joint venture approved under the SBA Mentor-Protege Program. Its managing venturer (51 percent owner) is a service-disabled veteran-owned small business certified through SBA VetCert and will perform the largest share of the Helpline work with its own W-2 staff. Under 25 IAC 9-4-1(c), will the State credit the managing venturer's certified workforce toward the 3 percent IVOSB goal when the joint venture is the prime? If so, must the joint venture entity itself appear on the IDOA Certified IVOSB list, or is listing of the managing venturer sufficient? | The Joint venture entity itself must be certified by IDOA in order to appear on the Certified IVOSB list and receive credit as the prime contractor. |
| 15 | Attachment A IVOSB Commitment | 3.0 | IVOSB certification for out-of-state veteran firms | Attachment E Section 13.0 refers to IVOSBs registered only with the federal veteran certification program. Will IDOA list a firm verified by SBA VetCert on the Certified IVOSB list on the strength of that federal certification, and what is IDOA's current processing time for a complete application submitted in early October 2026? | Once the division received a complete application, they have up to ninety days to issue a determination, although current processing times are well below that statutory window. |
| 16 | Attachment K Statement of Work | IV.b.1 Key Staff | Key staff Indiana residency timing | Section IV.b.1 requires all key staff to reside in Indiana. Does this requirement apply at proposal submission, at contract execution, or by the readiness review? May a Respondent propose key staff candidates who will relocate to Indiana, or candidates recruited in Indiana after award, with FSSA retaining its right to interview and approve them? | Please see Questions #10. The State strongly prefers the Respondent to name Key Staff in their response, however, if the Respondent is describing how they will fill the Key Staff roles, the State does retain the right to approve the candidates the Respondent will propose to fill the positions. |
| 17 | Attachment F Technical Proposal Template | Staffing | Key staff resumes and references | If a Respondent intends to recruit Indiana-resident key staff after award, will the State accept position descriptions, qualification commitments, and a recruiting plan in place of named resumes and three professional references for those positions, and how will that be scored? | Technical scoring will occur in alignment with RFP Main Document - Section 3. |
The State has removed the requirement to provide references for key staff. Please see the updated Technical Proposal Attachment (Addendum #1).
| 18 | Attachment D Cost Proposal Template | 4. Cost Proposal Summary | Contract timeline | Attachment D shows Contract Year 1 beginning January 1, 2028. Please confirm the anticipated contract execution date, the length of the incoming transition period, and the operational start date on which the per-call and other rates begin to apply. | Please see Question #9. | |
| 19 | Attachment M Infrastructure Overview | Cloud-Based Service Offering | Consumption charges in a State-owned tenant | If a Respondent deploys the contact center platform (IVR, ACD, call recording, CRM, and the Enrollment Broker Database) inside a State of Indiana-owned AWS or Azure tenant, the State owns the consumption charges. Should Respondents exclude those consumption charges from Attachment D and state an estimate in the Cost Assumptions document, or include them in the Information Systems tab? | The State is unable to provide this information at the time of this posting. | |
| 20 | Attachment K Statement of Work | III.a.4 Information System Requirements | GovRAMP timing | Section III.a.4 requires cloud-hosted systems to meet GovRAMP requirements. Is GovRAMP authorization required at proposal submission, or is authorization required by the readiness review, with FedRAMP-authorized underlying cloud services accepted in the interim? | The State is unable to provide this information at the time of this posting. | |
| 21 | Attachment K Statement of Work | VI.a.1 Helpline Performance Standards | Open enrollment surge standards | The Bidder's Library shows Helpline calls received of about 19,000 in November 2025 and about 52,700 in December 2025, several times the 12,000-call planning volume. Do the 60-second average speed of answer and 5 percent abandonment standards apply without modification during the annual health plan selection period, and will the State provide a forecast of open enrollment call volume for 2028? | Performance Standards apply in full regardless of volume. The identified months presented a unique situation as an MCO exited the managed care program and all members needed to be reassigned, resulting in atypically high call volumes. The State cannot forecast 2028 call volumes. | |
| 22 | Attachment O Bidder Library | EB Dashboard Reports | Chat channel | The 2025 dashboards report HIP chats. Is a chat channel in scope for the new contract, and if so, is a chat interaction billed at the Helpline per-call rate? | No. Live chat and chat channel are not required. This feature was removed in the current contract. | |
| 23 | Attachment D Cost Proposal Template | 7. Helpline Services | Billable calls | Please confirm that the per-call rate applies to each live inbound call answered by a representative and each outbound call that results in a live conversation, and that calls completed in the IVR without a representative are not billable. | Yes. Please see Attachment K, Section III.c. | |
| 24 | Attachment K Statement of Work | III.a.6 Incoming Transition Activities | Incumbent transition assets | Will the incumbent transfer the existing toll-free numbers, IVR prompts and routing logic, call scripts, member materials source files, and Enrollment Broker Database history to the new Contractor, and what record volume and file formats should Respondents assume for data conversion? | Please see Question #13. The existing statewide toll-free Helpline number will transition to the successor Contractor. Member materials and the data in the enrollment broker database are the property of the State. The State will work with the incumbent to make State-owned data and State-approved materials (e.g., call scripts, notices, IVR prompt content and call flows) available to the successor on the State-approved transition schedule. The incumbent's proprietary systems and software licenses will not transfer; the successor must provide its own telephony/IVR platform, CRM and database. The successor may propose to reuse the current State-approved IVR decision trees, subject to State approval. | |
| 25 | Attachment E Business Proposal Template | 3.0 Company Financial Information | Financials for a newly formed joint venture | For a joint venture formed in 2026 that has not yet completed a fiscal year, will the State accept the member firms' financial statements or Dun and Bradstreet reports, together with the executed joint venture agreement, to satisfy Section 3.0? | Yes | |
| 26 | Attachment K Statement of Work | III.a.3 Member Materials | Print and mail subcontractor location | May the Contractor use a print and mail subcontractor located outside Indiana but within the continental United States, subject to FSSA approval under Section IV.c.2? | Yes. The Contractor may use a print and mail subcontractor located outside Indiana as long as they are within the United States, and subject to FSSA approval under Attachment K, Section IV.c.2. Please see the RFP main document for information related to preference points for Indiana-based subcontracting. | |
| 27 | 1.7 | 9 | Submission | Are there any size limits for the files vendor will submit | Each attached document should not exceed a file size of 10 MB. | |
| 28 | Attachment K Statement of Work | III.a.d | 7 | MMIS | Will the Contractor's staff directly use MMIS? If so, please describe the circumstances the Contractor's staff will use MMIS. | Yes. The Contractor staff will use MMIS to retrieve member eligibility and enrollment information and provider demographics; to enter MCO selections, plan changes, opt-ins/opt-outs and disenrollments; and as the source of truth to verify member addresses and telephone numbers, resolve eligibility questions and validate D-SNP enrollment. |
| 29 | Attachment K Statement of Work | III.a.d | 7 | Systems | Outside of MMIS, are there any other State-provided systems the Contractor's staff will use? If so, please identify the system and the circumstances the staff will use the system. | No, not at this time. |
| 30 | Attachment K Statement of Work | b.1.a | 55 | Key Staff | Would FSSA consider removing the requirement that all key staff must reside in the State of Indiana? | Please see Question #10. |
| 31 | Attachment D Cost Proposal Template | Implementation period | The cost proposal indicates an operational start date of 1/1/28. Approximately when will the new contractor begin implementation and where in the cost proposal should the cost of transition be proposed? | Please see Question #9. | ||
| 32 | Attachment K Statement of Work | 5.b | 44 | Readiness Review and Timeline | What is the anticipated effective date of the contract, how is this different than the go-live date which appears to be 1/1/28, and explain the requirement for readiness at 90 days from contract effective date. | Please see Question #9. |
| 39 | N/A | N/A | Business Associate Agreement | Will the State please provide a copy of its Business Associate Agreement for review? | The State doesn't have a Business Associate Agreement. | |
| 40 | Main RFP 1.3 | 6 | Non-Disclosure Agreement | The RFP, Main Document, states, "Respondents will be required to sign a Non-Disclosure Agreement (NDA) to access the IOT Information Security Framework; Respondent’s should review the IOT Information Security Framework, and ensure their proposed solution meets all standards therein." There does not appear to be an NDA included with the RFP materials. Will the State please provide instructions to Respondents on (1) how to complete and submit the NDA and (2) how to access the IOT Information Security Framework once the NDA has been submitted? | Please see the information located at https://www.in.gov/iot/security/information-security-framework/ for directions regarding how to obtain access to the IOT information Security Framework. Also see: https://www.in.gov/iot/policies-procedures-and-standards/ | |
| 41 | Main RFP 1.16 | 11 | Supplier Portal file size limits | The RFP, Main Document, states, "The State encourages Respondents to break down their proposals into small file sizes and use compressed zip files where possible." Will the State please indicate what the individual file size limits for the Supplier Portal are so Respondents can proactively plan for how large files may be? | Each attached document should not exceed a file size of 10 MB. | |
| 42 | Main RFP 1.14 | 10 | Redacted versions | When confidential information appears in more than one standalone proposal file, will the State please confirm that respondents should provide a separate redacted PDF corresponding to each affected file rather than one consolidated redacted proposal file. | Please provide the redacted files in one consolidated redacted file and indicate which of the other standalone files are confidential with "Confidential" in the file name. | |
| 43 | Main RFP 1.15 | 10 | Redacted versions | Will the State please confirm that Respondents may provide redacted versions of their Cost Narrative and Cost Assumptions, Conditions and Constraints files. | Please provide the redacted files in one consolidated redacted file and indicate which of the other standalone files are confidential with "Confidential" in the file name. | |
| 44 | Main RFP 2.1 | 14 | File formats | The RFP, Main Document, states, "Please submit all attachments in their original format." Will the State please confirm that it is acceptable for Respondents to upload the files originally provided in Word, in a PDF format? A PDF format allows for (1) signatures (signatures are required on the Executive Summary, Attachment A, Letters of Agreement/Commitment, corporate authorization documentation); (2) Attachments with the required documents (e.g. certificate of authority, financial statements, etc.); (3) locking-in format and page numbers to prevent movement; and (4) preventing unforeseen changes due to varying version of MS Word. | Acceptable for Word documents to be sent in a PDF. | |
| 45 | Attachment D Cost Proposal Template | Worksheet 4 | N/A | Contract Start Date | Attachment D begins pricing on January 1, 2028. Will the State please confirm whether January 1, 2028 represents the anticipated Operational Start Date, the contract effective date, or only a pricing normalization date? | Please see Question #9. |
| 46 | Attachment D Cost Proposal Template | Worksheet 5 | N/A | Contract Start Date | If January 1, 2028 does not represent the contract start/effective date, will the State please indicate what the anticipated contract start date is? | Please see Question #9. |
| 47 | Attachment D Cost Proposal Template | Worksheet 4 | N/A | Contract Start Date | Will the State please clarify whether implementation activities occurring prior to January 1, 2028 should be incorporated into proposed pricing? | Implementation costs are the responsibility of the awarded vendor. |
| 48 | Attachment D Cost Proposal Template | 8. Printing | N/A | Printing Volume | Monthly volume for 8.5 in x 11 in Sheet, Double-Sided, B&W is estimated to be 3,550 units, however the calculation appears to be multiplying the proposed rate against the 10,001 - 20,000 unit volume tier. Will the State please provide an updated Attachment D? | Please see the updated Cost Proposal Attachment (Addendum #1). |
| 49 | Attachment D Cost Proposal Template | 8. Printing | N/A | Monthly Postage | Estimated postage passthrough tied to monthly envelope volume is not annualized in the Total Proposed SFY calculation (beginning in cell G12). Would the state please provide an updated Attachment D? | Postage passthrough applied to monthly envelope volume is reflected by “((($G$27*$I$43)+($G$27*$D$33))*12)” in cell G12’s formula where the multiplier of “12” annualizes the envelope quantity multiplied by the applicable tiered per-unit rate. Please see the updated Cost Proposal Attachment in Addendum #1. |
| 50 | Attachment D Cost Proposal Template | 9. Information Systems | N/A | Information Systems Coordinator | The Information Systems instructions indicate that the Information Systems Coordinator role is prepopulated on the cost response form, however no roles have been prepopulated. Will the State please provide an updated Attachment D? | Information Systems Coordinator is pre-populated on Attachment D, Tab 5. "Required Staff." Please see the instructions on Attachment D, Tab 9. "Information Systems" for additional information. |
| 51 | Attachment E Business Proposal Template | N/A | N/A | Table of Contents | Does the State require or desire a Table of Contents for the Attachment E Business Proposal? | Not required. |
| 52 | Attachment E Business Proposal Template | 13 | 6 | Letters of Commitment and Letters of Agreement | Attachment E states, "Per instructions in Attachment J, either a copy of the executed subcontract or a letter of agreement over the official signature of the firms involved must accompany each proposal." Attachment A states, "A signed Subcontractor Letter of Commitment, prepared on the subcontractor’s official letterhead, must accompany this Attachment for each proposed IVOSB firm." Will the State please clarify if the IVOSB subcontractor package require a Letter of Commitment AND a Letter of Agreement or confirm that the Letter of Commitment fulfils this requirement for the IVOSB-certified firms? | The letter of commitment and letter of agreement can be the same letter. |
| 53 | Attachment F Technical Proposal Template | 13 | 6 | Location of subcontractor information | Attachment E states, "For each portion of the proposed products or services to be provided by a subcontractor, the Attestation Form, Attachment J, must include the identification of the functions to be provided by the subcontractor and the subcontractor’s related qualifications and experience." This information is already required to be provided in Attachment E, Business Proposal in 13.0, and there does not appear to be a field in Attachment J to provide this information. Will the State please confirm that attaching the required Letter of Agreement signed by the subcontractor(s) (who are not IVOSB certified) as an Appendix to Attachment J is sufficient to meet this requirement? | Yes, an appendix to Attachment J is acceptable. |
| 54 | Attachment F Technical Proposal Template | Submission Specifications | 1 | Attachment F Format | The Main RFP document, on page 18, states "Attachment F Technical Proposal unaltered and complete with all requested supporting documents." Attachment F states, "The Respondent may respond in the format of their choosing provided their response maintains the order proposed in this template." Will the State please confirm that Respondents may respond "in the format of their choosing" to include: (1) Deleting instruction text and prompt/requirement text as long as their responses follow the order of the Attachment F prompts/requirements; (2) Retain required section headings; and (3) Include both Attachment F and Attachment K section references for each response? | This is an acceptable edit to your response documents. |
| 55 | Attachment F Technical Proposal Template | Submission Specifications | 2 | Technical Proposal Content | Attachment F states that the Technical Proposal should be divided into three sections to include: Executive Summary, Technical Proposal Responses, and Other attachments. (1) Will the State please clarify if the first numbered Technical Proposal Component, #1. Overview is intended to service as the substantive Technical Proposal Executive Summary, or whether the State expects a separate Technical Proposal Executive Summary in addition to the Executive Summary required under RFP (Main Document) Section 2.2? | Please see Section 2.1 "General" of the RFP Main Document and the updated Technical Proposal Attachment (Addendum #1). A second Executive Summary in the Technical Proposal is not required. |
| 56 | Attachment F Technical Proposal Template | N/A | 2 | Technical Proposal Page Count | Attachment F states that Technical Proposals greater than 200 pages are discouraged but permits exhibits and attachments to be provided separately. For purposes of the 200-page guideline, please identify whether the following are included in the page count: cover, table of contents, resumes and professional references, Information Systems Security Policy, sample member materials, sample reports, technical diagrams, and other appendices or exhibits. | As stated in Attachment F, attachments and exhibits may be provided in a separate file and the Technical Proposal must contain an adequate description of their contents. Attachments and exhibits are not subject to the 200 page limit. |
| 57 | Attachment J Attestation Form | 6 | 2 | Location of Corporate Contact Information | Attachment J Section 6.0 states that the Company’s Bidder ID, FEIN, Business Type, and NAICS Code should be included in the Executive Summary. Will the State please confirm that these items are required within the Executive Summary, even though they are not identified in the Executive Summary instructions in RFP Section 2.2? | Please include the requested information stated in Section 2.2; while the information detailed in Attahment J is not required by the instruction in the RFP Main document, it is encouraged to include. |
| 58 | Attachment K Statement of Work | III.a.2.e Correspondence | 22 | Correspondence | Will the State please clarify the source (e.g., email, US mail) of all written provider and recipient correspondence (inquiries)? Will the State also provide volumes for each source of correspondence? | Within Attachment K, Section III.a.2.e, written provider and recipient correspondence has historically been via email and uncommon. Majority of correspondence referenced in this section will be between the vendor and the State. Historical volume data is not available. |
| 59 | Attachment K Statement of Work | 2. Contractor Tasks | 10 | Helpline | This section only refers to live call assistance, there is no reference to chat or chatbot as an option for communicating with members. Will the State please confirm that chat and chatbot are not preferred options? Alternately, if the State is interested in vendors offering chat and chatbot options for member, will the State please provide any limitations on the information that can be shared using these solutions? | Please see Question #22. |
| 60 | Attachment K Statement of Work | Attachment K - Statement of Work 3) Call Recording & Monitoring | 11 | Call Recording and Monitoring | Will the State please confirm the required retention period for all calls being recording for quality purposes? | Please see the State’s Data Classification & Records Retention schedules applicable to the data captured in question. Please see Question #13. |
| 61 | Attachment K Statement of Work | III.a.4 Information System Functionality | 38-39 | GovRAMP requirements | Does the GovRAMP requirement stand even for parts of the solution that either do not hold or transmit PII/PHI? | The State is unable to provide this information at the time of this posting. |
| 62 | Attachment K Statement of Work | III.a.4 Information System Functionality | 38-39 | GovRAMP requirements | Does the GovRAMP requirement stand even for parts of the solution which do not interface with State systems? | The State is unable to provide this information at the time of this posting. |
| 63 | Attachment K Statement of Work | III.a.4 Information System Functionality | 38-39 | GovRAMP requirements | What is the timing requirement for GovRAMP certification of the vendor's technology solution? | The State is unable to provide this information at the time of this posting. |
| 64 | Attachment K Statement of Work | III.a.4 Information System Functionality | 38-40 | GovRAMP requirements | Will the State please confirm that GovRAMP certification may be in process upon award and on Day 1 of operations? | The State is unable to provide this information at the time of this posting. |
| 65 | Attachment K Statement of Work | IV. Key Performance Indicators & Performance Standards | 60 | Also Att N - Performance Standards Exhibit | Will the State please confirm that performance calculations and any related performance remedies will exclude failures attributable to the State, State systems, managed care entities, State contractors, third-party systems, delayed approvals, inaccurate or delayed data, force majeure events, and other circumstances outside the Contractor's reasonable control? | Performance Standards are calculated as written in Attachment K and Attachment N, based on the vendor's performance. |
| 66 | Attachment K Statement of Work | Attachment O - EB Interface File Specs | N/A | EB Interface File Specs | The EB Interface File Specs contains an eligibility file for the Pathways population. Will an eligibility file be sent for other programs (HIP, HHW, and HCC) and populations too? | Yes, the Contractor will receive necessary files for all programs. The State will provide additional information on the eligibility files to the awarded vendor. |
| 67 | Attachment K Statement of Work | V.a. | 60-61 | Independence / Freedom from Conflict of Interest | For purposes of Attachment K, Section V.a., would a standard commercial staffing agreement between a general staffing firm and an Indiana Medicaid MCO constitute a “direct or indirect financial interest” under the Freedom from Conflict of Interest requirement if that same staffing firm also serves as a staffing subcontractor to the Enrollment Broker? The staffing firm’s role with both entities is limited solely to providing staffed resources. The staffing firm has no ownership or control relationship with either entity, has no involvement in or control over either entity’s workflow, operational processes, member enrollment, plan-selection activities, or other business decisions, and does not make the final hiring or selection decisions for the resources provided to either entity | Indiana can not speak to agreements to which it is not party to. Please see the response to question #1. |
| 68 | 1.7 | 9 | Submission | Are there any size limits for the files vendor will submit | Each attached document should not exceed a file size of 10 MB. | |
| 69 | Attachment K Statement of Work | III.a.d | 7 | MMIS | Will the Contractor's staff directly use MMIS? If so, please describe the circumstances the Contractor's staff will use MMIS. | Please see Question #28. |
| 70 | Attachment K Statement of Work | III.a.d | 7 | Systems | Outside of MMIS, are there any other State-provided systems the Contractor's staff will use? If so, please identify the system and the circumstances the staff will use the system. | Please see Question #29. |
| 71 | Attachment K Statement of Work | b.1.a | 55 | Key Staff | Would FSSA consider removing the requirement that all key staff must reside in the State of Indiana? | Please see Question #10. |
| 72 | Attachment D Cost Proposal Template | Implementation period | The cost proposal indicates an operational start date of 1/1/28. Approximately when will the new contractor begin implementation and where in the cost proposal should the cost of transition be proposed? | Please see Question #9. Implementation costs are the responsibility of the awarded vendor. This is not a separate place to provide these in the Cost Proposal. | ||
| 73 | Attachment K Statement of Work | 5.b | 44 | Readiness Review and Timeline | What is the anticipated effective date of the contract, how is this different than the go-live date which appears to be 1/1/28, and explain the requirement for readiness at 90 days from contract effective date. | Please see Question #9. |
| 74 | Attachment K Statement of Work | III.a.5 – Start Up and Transition Activities | 43 | Incumbent / Transition | Please identify the incumbent Enrollment Broker and describe the transition assistance and artifacts the State anticipates will be made available to the incoming Contractor, including available system documentation, interface specifications, data extracts/history, configuration documentation, operational procedures, scripts, correspondence/templates, training materials, reporting specifications, call-routing/IVR configurations, and other transition artifacts. Please identify any incumbent systems, licenses, configurations, or intellectual property that will not transfer and must be replaced by the incoming Contractor. | Please see Questions #13 and #24. |
| 75 | Attachment K Statement of Work | III.a.5 – Start Up and Transition Activities – Readiness Review | 43–45 | 90-Day Readiness | Please provide the State's anticipated Operational Start Date and clarify the complete readiness-review acceptance criteria that must be satisfied within ninety (90) calendar days of Contract effective date. Please identify required test cycles, interface testing, security testing/authorization, staffing and training validation, disaster recovery/business continuity testing, call-center/IVR testing, data conversion validation, and any State or Fiscal Agent dependencies that must be completed before readiness approval. Please also clarify whether delays caused by State, incumbent, Fiscal Agent, MCO, or other third-party dependencies will extend the 90-day readiness period or otherwise be excluded from Contractor responsibility. | Please see Question #9 and Question #13. |
All testing must be successfully completed for Readiness-Review approval ahead of the operational start date. The State will work to mitigate delays however, should delays occur, the state intends to work in a way such that the timeline is maintained.
| 76 | Attachment K Statement of Work | III.a.4 – Information System Requirements – Information System Functionality | 36 | GovRAMP | The SOW states that cloud-hosted systems, including MMIS interfaces, CRM, IVR, and reporting, must meet GovRAMP requirements at the security level designated by the State. Please identify the required GovRAMP authorization level (e.g., Low, Moderate, High or other applicable designation), whether an existing authorization is required at proposal submission, Contract effective date, or Operational Start Date, and whether the State will accept a documented path-to-authorization during implementation. Please also clarify whether the requirement applies to each underlying SaaS/cloud component individually or to the proposed solution environment as a whole. | The State is unable to provide this information at the time of this posting. |
| 77 | Attachment K Statement of Work | III.a.2 – Contractor Tasks – Enrollment Broker Helpline Services | 8 | Call Volume / Staffing | Please provide, preferably for the most recent 24 months, monthly inbound and outbound call volumes by Medicaid program and call type; answered/live-call volumes; unsuccessful outbound attempts; peak-day and peak-hour volumes; average handle time; average speed of answer; abandonment rates; transfer volumes; language/interpretation volumes; and any known seasonal or program-event-driven fluctuations. Please identify any material changes in volume anticipated during the Contract term. | Available historical call volume data can be found in the bidders library under "INEB Member Services" (2025-2026). Data on peak-day and peak-hour volumes, transfer volumes and language/interpretation volumes are not available. Known seasonal fluctuations include HIP and PathWays OE. While minimal material changes are expected, future changes cannot be fully predicted. |
| 78 | Attachment K Statement of Work | III.c – Payment Milestones | 48 | Pricing / Volumes | For purposes of the per-call pricing model, please provide historical monthly billable live inbound-call volumes and successful live outbound-call volumes for the most recent 24 months, along with total outbound attempts and historical successful-contact rates. Please also provide any projected billable-call volumes or assumptions the State expects respondents to use when developing Attachment D pricing. | Please see Attachment O for historical call volumes. Please see Attachment D for monthly call volume assumptions. Please note this volume information is not a guarantee of future volume. |
| 79 | Attachment K Statement of Work | III.a.4 – Information System Requirements | 36–43 | Existing Technology / Transition | Please identify, by major solution component, whether the incoming Contractor is expected to (1) provide a new component, (2) assume/transition an existing component, or (3) utilize a State/Fiscal Agent-provided capability. Please address at minimum the Enrollment Broker database, CRM, telephony/contact-center platform, IVR, call recording, outbound dialer, reporting/analytics, document generation, correspondence management, interface/file-transfer tooling, MMIS connectivity, SharePoint/project repository, hosting environment, security tooling, and disaster-recovery capabilities. For any reusable existing component, please identify ownership, licensing, transferability, and associated costs. | The respondent should propose solutions to operate the call center and database as required in the Scope of Work. The current vendor IT solutions will not be transitioned to any awarded respondent who is not the incumbent. Please also see Questions #13 and #24. |
| 80 | Attachment K Statement of Work | V.a – Independence / Conflict of Interest | Conflict of Interest / Independence | Attachment K, Section V.a requires the Contractor and its subcontractors to satisfy applicable independence and conflict-of-interest requirements. Please confirm whether a prospective Enrollment Broker subcontractor may participate if that entity currently provides technology or professional services as a subcontractor to the State's Fiscal Agent/CoreMMIS contractor, provided the entity is not an MCO, PCCM, health care provider, or owned or controlled by such an entity, and appropriate organizational, personnel, confidentiality, and data-access safeguards are maintained. If such participation is restricted, please identify the applicable restriction and clarify whether it applies to all Fiscal Agent/CoreMMIS subcontractors or only to entities performing specified functions or having specified access or responsibilities. | Prospective subcontractors are held to the conflict of interest requirements, as stated. | |
| 81 | Attachment K Statement of Work | III.a.4 – Information System Requirements | 36–43 | MMIS Interfaces / Fiscal Agent | Please clarify the respective responsibilities of the Enrollment Broker Contractor, the State, and the Fiscal Agent/CoreMMIS contractor for implementing, testing, certifying, maintaining, and modifying MMIS interfaces and connectivity required under this Contract. Please identify any implementation or recurring fees charged by the Fiscal Agent that should be included in respondents' pricing and clarify who bears the cost of interface modifications resulting from State, Fiscal Agent, or CoreMMIS changes during the Contract term. | The State facilitates coordination among vendors and approves the multi‑party interface approach. Consistent with how the SOW frames vendor responsibilities, the Enrollment Broker is accountable for maintaining, updating, and funding its own systems and its side of any interface work, including design, development, testing, documentation, and certification. The Fiscal Agent/MMIS contractor performs and maintains its own interface components under its separate contract. |
The SOW does not identify any recurring Fiscal Agent fees for these interfaces. If the Fiscal Agent/MMIS modifies an interface specification, the Enrollment Broker is responsible for making corresponding updates to its own systems. This reflects the SOW’s structure, which places the cost for EB-side adjustments on the EB unless the State separately initiates and funds a broader system change through other mechanisms.
| 82 | Attachment O Bidder Library | EB Interface File Specifications | Interface Inventory / Scope | Please provide or identify the complete inventory of interfaces expected at implementation, including source and target system, direction, protocol/method, format, frequency, approximate transaction/file volumes, current interface owner, and whether each interface is expected to be reused, modified, or newly developed. Please confirm whether the interface specifications contained in the Bidder's Library represent the complete anticipated interface scope at Contract start. | The State is unable to provide this information at the time of this posting. | |
| 83 | Attachment K Statement of Work | III.a.5 – Start Up and Transition Activities | 43–45 | Data Migration / Conversion | Please identify the historical data the incoming Contractor will be required to migrate into its Enrollment Broker database, CRM, reporting environment, or other systems, including approximate record counts, retention periods, file formats, data quality expectations, and source systems. Please clarify which party will perform extraction, transformation, cleansing, reconciliation, and final migration validation. | Most the relevant information the Contractor will need to do their work is located in CoreMMIS (e.g., current and historical plan selections). The State does not anticipate a significant data migration. The State will determine what historical period (e.g., 6 months) of call notes would be beneficial to the awarded vendor, should a transition occur. |
| 84 | Attachment K Statement of Work | III.a.2 – Contractor Tasks | Transaction Volumes / Forecasting | Please provide historical monthly transaction volumes by Medicaid program for plan selections, plan changes, auto-assignments, disenrollments, correspondence/mailings, returned mail, outbound outreach populations, grievances/referrals, and other major Enrollment Broker transactions for the most recent 24 months, where available. Please identify expected material changes associated with upcoming Medicaid program or MCO procurements. | No further data is available outside of the materials included in Attachment O. While minimal changes are expected, future changes cannot be fully predicted. | |
| 85 | Attachment M Infrastructure Overview | State Cloud / Shared Services | If the Contractor deploys the proposed solution within a State-owned Azure or AWS tenant as preferred in Attachment M, please confirm that cloud infrastructure consumption charges incurred within that tenant will be paid directly by the State and should not be included in the Contractor's Cost Proposal. Please identify any State-provided cloud, security, monitoring, backup, disaster recovery, DevOps, network, licensing, or shared services that respondents should assume will be available. | The State is unable to provide this information at the time of this posting. | ||
| 86 | Attachment K Statement of Work | III.a.4 – Information System Requirements; III.c – Payment Milestones | 36–48 | Third-Party Costs / Pricing | Please clarify whether respondents should include all third-party software and service costs—including CRM, contact center/telephony, IVR, call recording, interpretation/translation, outbound dialing, document generation, electronic communications, reporting/analytics, and security tooling—in the proposed rates, or whether any such services will be State-provided or separately reimbursable. | The State is unable to provide this information at the time of this posting. |
| 87 | Attachment K Statement of Work | III.a.2 – Enrollment Broker Helpline Services; III.c – Payment Milestones | 8; 48 | Outbound Call Pricing | The SOW provides that outbound calls are billable only when answered and resulting in a live conversation. Please confirm that the per-call pricing methodology is intended to incorporate all Contractor costs associated with unsuccessful outbound call attempts, auto-dialer activity, staffing, telephony, and other outreach activities for which no separate billable call occurs. Please provide historical outbound attempt-to-live-contact ratios to support this pricing assumption. | Per Attachment K, outbound calls are billable only when answered and resulting in a live conversation. The SOW does not provide for separate billing of unsuccessful outbound call attempts or related outreach activities. Contractors should propose pricing in accordance with the SOW requirements. |
Please see the new "Outbound Dialer Details (2024-Present)" data in Attachment O. Historical outbound attempt-to-live-contact ratio data is included, but this dataset does not provide a full picture of ongoing outbound call activity, as it reflects activity during a period of dialer suspension for system modifications and ongoing reductions in PathWays outbound call populations.
| 90 | Attachment A IVOSB Commitment | Attachment A Sections 2.0-2.2; Attachment D Printing tab | 2 | IVOSB calculation and eligible scope | Attachment A says the veteran-owned percentage is based on the Total Bid Amount from Attachment D. The Attachment D Printing tab adds estimated postage into that total. | |
| 91 | (a) Should the percentage be calculated with or without pass-through postage? | a) Without postage. | ||||
| 92 | (b) Would a veteran-owned subcontractor doing call center work, or print and mail work, count as a Valuable Scope Contribution under Section 2.2? | b) If call center work, or print and mail services are within the project details it would be considered a valuable scope contribution. | ||||
| 93 | Attachment B Sample Contract | 35 Ownership of Documents and Materials | N/A | Ownership of configurations | Paragraph 35 gives the State ownership of materials developed specifically under this contract, but not items the Contractor developed or licensed before the contract. Please confirm that commercial software, existing tools, and their licenses stay with their owners, and that the State owns its data plus the deliverables, scripts, reports, and configurations built for this contract. Does the State expect any software licenses to transfer at turnover? | At this time, the State does not anticipate any software licenses or software to transfer. The State will provide data and written deliverables owned by the State as appropriate (e.g., member materials, approved scripts, etc.). |
| 94 | Attachment B3 IOT - SaaS | Definitions (Service Level Agreement); Terms 3, 7.c, 16, 18 | N/A | Which IOT terms and SLAs | Attachments B1 to B3 refer to a Service Level Agreement for credits, recovery time, support hours (24/7 unless stated otherwise), and phase-out rates. | A Statement of Work will take precedence in a new contract. Further discussion about attainment of SLAs can be discussed with the awarded vendor. |
| 95 | (a) Is Attachment N that Service Level Agreement, or will a separate one be negotiated? | |||||
| 96 | Attachment D Cost Proposal Template | Tabs 5-6 Required Staff / Other Staff - Instructions | N/A (Excel tab) | Wage, overhead and profit | The Required Staff and Other Staff tabs ask for an hourly wage without benefits, plus an Administrative Overhead percentage. Should the overhead percentage cover benefits, payroll taxes, indirect costs, and profit? If not, where should those costs go? | Please see the instructions on Attachment D, Tab 6. "Other Staff." |
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