Attachment 04 and 05 Written Inquiry Responses.docx
DOCX document 29 KB Posted
- Attached to
- Master Agreement AZ|CTR060124
- Contract number
- CTR060124
- Issued by
- Arizona
About this file
This document is a collection of written inquiry responses related to a Western States Electronic Alliance (WSEA) WIC (Women, Infants, and Children) Electronic Benefits Transfer (EBT) program contract. The contract involves three states: Alaska (AK), Hawaii (HI), and Idaho (ID), with responses addressing technical, operational, and service-related questions about the WIC program's electronic infrastructure. The document appears to be part of a request for proposal (RFP) process, with clarifications and responses from the WSEA WIC Programs.
The contract focuses on providing an electronic benefit transfer system for the WIC program, including cardholder support services, vendor management, and technical infrastructure. Key details include current device deployments (36 WIC POS devices in Alaska, 9 in Hawaii, 2 in Idaho), call center statistics, and system requirements such as 99.9% monthly uptime. The document indicates no current integrated WIC vendors are bypassing third-party processors, and no mobile apps or wireless POS devices supporting WIC transactions are currently in operation. The contract allows for multiple households to be linked to a single cardholder portal account and provides flexibility for language support services. Specific technical requirements include data warehouse user limits, device replacement protocols, and vendor portal access for retailers.
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RFP Section
| Comment/Clarification/Question |
| Response |
Attachment 4 2.14.32
| What method of upload is currently in place? |
| The WSEA WIC Programs do not currently utilize upload technology. |
Attachment 4 2.15.2
| How many integrated WIC vendors for each state are bypassing the TPPs and connecting directly with the eWIC Processor? |
| Zero at this time. |
Attachment 4 2.15.17
| How many WIC only stand beside POS devices are currently deployed for each State? |
| AK – 36 |
HI – 9
ID – 2
Attachment 4 2.15.21.3 Are there any individual devices currently deployed and supporting WIC redemptions for multiple states?
If so, how many and for which combination of states?
AK – 0
HI – 0
ID – 0
Attachment 4 2.16.1
| Is there a vendor mobile app providing full or limited WIC redemptions currently in operation in any Alliance state? |
| AK – No |
HI – No ID – No
Attachment 4 2.16.5 Are any Alliance states currently supporting CVB and FMNP transactions through the use of a wireless POS device?
If so, which states and how many devices are deployed for each?
AK – No HI – No ID –No
Attachment 4 3.3.9
| Since system uptime of 99.9% measured hourly equates to 3.6 seconds per hour, would the Alliance revise this requirement to the industry standard of measuring uptime on a monthly basis so that it can be managed more effectively with meaning for reporting? |
| WSEA will add “reported monthly” to this requirement. |
| Attachment 4 2.14.23.3 |
| Would the Alliance provide the number of total and concurrent Data Warehouse users? |
| Need information from the states |
AK – max 10 HI – max 7 (read/write) max 30 (read only) ID – max 15
| Attachment 4 2.11.4.15 |
| Can the Alliance please clarify? Is the intent of this requirement to allow multiple cases (households) to be linked to a single cardholder portal account or multiple cardholders on the same case linked to the same cardholder portal account? |
| Yes. The intent of this requirement is to allow multiple households to be linked to a single portal account. |
In the case of foster parents with multiple foster children. The foster parent could create an account with one card and link the other cards to that username.
| Attachment 4, 1.15.1 |
| To properly plan for this requirement, can the Alliance provide the participant call volumes handled by IVR, and by live CSR agent, for the most recent 12 months? |
| See Addendum 1 - Written Inquiries Responses re: WSEA Supplemental Call Center Statistics Tables |
| Attachment 4, 2.12.1 |
| To properly plan for this requirement, can the Alliance provide the retailer call volumes handled by IVR, and by live CSR agent, for the most recent 12 months? |
| See Addendum 1 - Written Inquiries Responses re: WSEA Supplemental Call Center Statistics Tables |
| Attachment 4, 2.7.6 |
| Are any of current Alliance WIC states using the MIS for PIN selection or change? |
If yes, please identify which states and provide the brand and model information of devices currently in use and whether the devices require a software load for operation.
No.
| Attachment 5: WIC Required Written Response |
| Can resumes be excluded from the 50-page limit and be attached as an appendix to proposal? |
| Yes. |
Attachment 4: WIC Program Requirements – Section 2.11, Cardholder Support Services Pages 52 - 53
| There is a conflict between requirement 2.11.1.2, which lists the provision of interpretive services for languages other than English and Spanish as “Optional” and requirement 2.11.3.2 which lists the use of a language line for languages other than English and Spanish as “Required.” Would the States clarify whether the provision of a translation service is required or optional for live customer service? |
| Requirement 2.11.3.2 has been updated to optional - Offerors will use Schedule 08 Other: (specify) row to record pricing information. |
Attachment 4: WIC Program Requirements – Section 2.12.2.1, Vendor Portal
| Integrated retailers rely on their TPPs for support as is outlined in the TPP agreement and only Contractor-supported retailers have secure access to the Vendor Portal used by EBT-only retailers. What support specifically do the States wish integrated retailers to obtain from the Contractor’s EBT Vendor Portal? |
| The primary focus of the vendor portal is for stand-beside vendors; however, transaction history or other data may be helpful to small mom and pop integrated stores. |
Attachment 4: WIC Program Requirements – Section 2.15, Vendor Management Would the States change requirement 2.15.26.2 to match the corresponding service level requirement 3.3.33 (in Section 3.3, Service Level Requirements, Table 22), for the replacement of stand-beside POS devices as follows:
If the issue is not resolved within 24 hours, the eWIC Processor shall ship a replacement device to the vendor the next business day to be delivered the following business day.
Requirement 2.15.26.2 has been updated.
| Attachment 5: WIC Written Responses – Section 1.2 Project Staffing |
| Would the States confirm the requirement number referenced in Question 4 should be “See requirement 1.2.8” rather than 1.2.9? |
| Attachment 5 has been corrected. |
| Attachment 5: WIC Written Responses – Section 1.3 Interfaces |
| In Question 1, the requirement referenced is 2.1.2. This does not correspond to a requirement in Attachment 4: WIC Program Requirements, Section 2.2, Interfaces, which is the subject of this section. Would the States please provide the correct requirement reference? |
| Attachment 5 has been corrected. |
| 2.6 |
| Please provide 2020 monthly card statistics by state (e.g., # of replacement cards and # new issuances). |
| WSEA will not provide any additional information or statistics other than what is provided in the RFP and Addendum 1. |
| 2.6.4 |
| Please provide the number of state and local agencies by state. |
| AK - 13 |
HI - 15
ID - 9
| 2.8.4.5 |
| Please provide 2020 historical WIC transaction detail by state (e.g., balance inquiries, # of WIC transactions, WIC void, and reversals). |
| WSEA will not provide any additional information other than what is provided in Addendum 1. |
| 2.11 |
| Please provide 2020 historical monthly CSR call statistics by state (# of calls and duration). |
| See Addendum 1 - Written Inquiries Responses re: WSEA Supplemental Call Center Statistics Tables |
| 2.11.2 |
| Please provide 2020 historical monthly IVR call statistics by state (# of calls and duration). |
| See Addendum 1 - Written Inquiries Responses re: WSEA Supplemental Call Center Statistics Tables |
| 2.11.3.2 |
| Please provide the additional languages the Offeror will be required to support. |
| There are many multiple languages required by all the states, that is the reason for the language line or similar service requirement. |
| 2.14.4.5 |
| Please provide an example of this report. |
| The states are currently notified via email of exceptions when they occur. This is not a current specific report in the system. |
| 2.14.26 |
| Would you provide a list of current canned reports? |
| WSEA will not provide any additional information other than what is provided in Addendum 1. |
| 2.14.31 |
| Do you have statistics on the number of hours provided to each WSEA State in 2020 to assist them in the use of the tool and development of reports? |
| WSEA will not provide any additional information other than what is provided in Addendum 1. |
| 3.3.33 |
| Please change the "one business day" to 2 business days (or 48 hours) in accordance with industry standards. |
| The requirement will remain as is. |
| 3.3.34 |
| Please change the "with-in 24 hours" to 2 business days (or 48 hours) in accordance with industry standards. |
| The requirement will remain as is. |
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