Attachment A-ESSAM Requirements Definition-UPDATED.xlsx
XLSX spreadsheet 366 KB Posted
- Attached to
- ECONOMIC SVCS SYSTEM APP MODERNIZATION State and local contract opportunity
- Solicitation number
- 5400024945
- Issued by
- Richland County, South Carolina
About this file
This is a Requirements Definition Document (RDD) for the Economic Services System Application Modernization (ESSAM) project issued by the State of South Carolina Department of Social Services (DSS). The document outlines comprehensive functional, implementation, and technical requirements for modernizing the state's SNAP (Supplemental Nutritional Assistance Program) and TANF (Temporary Assistance for Needy Families) case management and eligibility determination systems. The project encompasses development of a complete enterprise system supporting client portals, case management, eligibility processing, benefits issuance, appeals and hearings, and program integrity functions across multiple delivery channels including web, phone, mobile, kiosk, and field offices. The RFP number is 5400024945, with a proposed contract start date of June 17, 2024. Requirements are organized into functional requirements (general operations, case management, eligibility determination, appeals and hearings, and program integrity), implementation requirements (project management, planning, technical environment setup, design and development, data conversion, testing, training, pilot and go-live, warranty support, and maintenance), and technical requirements (system behavior, platform components, and infrastructure preferences).
The document specifies that all deliverables must be submitted per project schedule with approval timelines of 10 business days for initial review and an additional 5 business days for revised deliverables. The State mandates use of specific technologies including Microsoft Azure platforms, SharePoint for intranet portals, Azure Active Directory B2C for identity and access management, and DTO hosting for data center services. The contractor must establish onsite project teams in Columbia, South Carolina, with dedicated personnel available during core work hours (8:30 AM to 5:00 PM Monday through Friday), provide a PMI-certified project manager, and maintain comprehensive project management documentation using Microsoft products and PDF formats. Implementation service-level requirements include 100 percent on-schedule deliverable submission, approval within two review cycles, and 100 percent benefit payment accuracy matching between legacy and new systems. The contractor must provide 12 months of warranty support post-deployment, perform three trial data conversions before user acceptance testing, and maintain compliance with federal security standards including NIST 800-53, IRS Publication 1075, FISMA, HIPAA, and FedRAMP requirements. Data conversion encompasses migration from legacy systems including CHIP, WINS, and SCOSA, with detailed interface requirements specified for 41 external systems and agencies including SSA, USDA, state workforce agencies, and various federal entities.
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Introduction
| State of South Carolina Department of Social Services |
| Economic Services System Application Modernization (ESSAM) Project |
| Requirements Definition Document (RDD) |
| RFP #5400024945 |
| Introduction |
| This document captures the Functional Requirements and Non-Funtional Requirements (Implementation and Technical) for the State of South Carolina Department of Social Service's (DSS's) Economic Services System Application Modernization (ESSAM). |
The Requiremetns Definition Document contains the following sections:
1) Introduction
2) Instructions
3) Funtional Requirements
4) Implementation Requirements
5) Technical Requirements
Within this document, the requirements are categorized by area as detailed below. Each category has its own tab in this workbook.
| ID | ESSAM Functional Requirement Section Titles |
| FR | Functional Requirements |
| FR1 | General Requirements |
| FR2 | SNAP + TANF Case Management |
| FR3 | SNAP + TANF Eligibility |
| FR4 | Appeals & Hearings |
| FR5 | Program Integrity |
| ID | ESSAM Implementation Requirements Section Titles |
| I | Implementation Requirements |
| I1 | Project Management and Monitoring |
| I2 | Project Planning |
| I3 | Technical Environment Setup and Management |
| I4 | Solution Design, Development & Implementation (DDI) |
| I5 | Data Conversion and Migration |
| I6 | Testing |
| I7 | Training and Knowledge Transfer |
| I8 | Pilot, Roll-Out and Go-Live |
| I9 | Warranty Support and Steady State |
| I10 | Implementation Service-Level Requirements |
| I11 | Maintenance and Operations |
| ID | ESSAM Technical Requirements Section Titles |
| G | General System Behavior Requirements |
| G1 | Usability |
| G2 | Audit and Compliance |
| G3 | Performance and Availability |
| G4 | Interface List |
| T | Technology Platform Requirements |
| T1 | Interoperability and Interfaces |
| T2 | Scalability and Extensibility |
| T3 | Regulatory and Security |
| T4 | Solution Management and Administration |
| T5 | Technology Components - Preferences and Mandates |
| T5.1 | Portal |
| T5.2 | Business Rules Management Suite |
| T5.3 | Enterprise Content Services |
| T5.4 | Application Platform |
| T5.5 | Database Management Systems - Transactional Systems and Data Warehousing |
| T5.6 | Business Intelligence Platform |
| T5.7 | Application Integration and Mediation Layer |
| T5.8 | Data Integration, ETL, Data Quality |
| T5.9 | IAM (Identity and Access Management) |
| T6 | Enduser Infrastructure |
| Ver | Changes in Version |
| 0.1 | Initial Document for Review |
| 1.0 | State's Initial Approval of Requirements |
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Respondent Instructions
| State of South Carolina Department of Social Services |
| Economic Services System Application Modernization (ESSAM) Project |
| Requirements Definition Document (RDD) |
| RFP #5400024945 |
| Respondent Instructions |
| This workbook contains Requirements for the ESSAM System . The response codes below should be used by Contractor to indicate the fit of its solution to the State Requirements specified in this workbook. |
This template must be completed and submitted as an MS Excel file as part of the response to this RFP.
| Responses | Definition |
| Response Code: Y or N -- Will this Functional Requirement be met by your solution? | Indicate whether the requirement, as currently written, will be met by the Respondent's proposal, Yes or No. |
| Response Code: L, T, or D -- How will this Functional Requirement be met by your solution? | Indicate how the requirement will be met by selecting either: |
Leveraged Functionality, Third Party Product, or New Development:
| L = Leveraged Infrastructure - The Client Requirement will be met by leveraging existing software or hardware assets available through Vendor's or Client's previous development efforts and investments. | |
| T = Third Party Product – The Client Requirement will be met by commercially available third-party software or hardware assets and is included in this proposal. Note: In the Vendor Response column, indicate the name of the proposed third-party software vendor and proposed components and indicate its compliance to Client's technology or architecture standards. | |
| D = New Development - The Client Requirement will be met through new software code developed to provide specific business or technical services where there are no leverageable off-the-shelf software assets. | |
| Vendor Proposed Release Date -- By what date will this requirement be met? | Indicate by which date the requirement will be met |
| Note: The State wants to know when a requirement will be met within the System Development Life-Cycle (SDLC). All Requirements must be accomplished prior to completion of the System Integration Test (SIT) phase of the project. If the Offeror has a reason why preferred requirements should be deferred post SIT, please add explanation in Comments. If functionality must be developed, Offerors should include the anticipated date the functionality development will be completed and tested, based on a contract start date of 6/17/24. | |
| Vendor Justification for Not Meeting Requirement, if applicable | If the Vendor Response Code is "N", the Vendor is required to provide an explanation for not meeting the requirement. |
| Comments | Additional comments. (Not Required) |
Instructions
| State of South Carolina Department of Social Services |
| Economic Services System Application Modernization (ESSAM) Project |
| Requirements Definition Document (RDD) |
| RFP #5400024945 |
| Instructions |
| This workbook contains Functional Requirements for the Economic Services System Application Modernization Solution. |
DSS Subject Matter Experts (SMEs) should review the included requirements for completeness and accuracy as they relate to the desired "future state" DSS model of practice.
| Field | Definition / Instructions |
| FR | Functional Requirement Section |
| Req. # | A unique identifier to the requirement; this should be used to refer to requirements |
DO NOT EDIT THIS FIELD.
Requirement The detailed description of the requirement.
DO NOT EDIT THIS FIELD.
Business Capability The associated capability from the Business Capability Model (BCM)
DO NOT EDIT THIS FIELD.
| Use Case # | The associated use case number from the BPA | ||
| DO NOT EDIT THIS FIELD. | Requirement Priority | ||
| Use Case Name | The associated use case name from the BPA | ||
| DO NOT EDIT THIS FIELD. | Required | ||
| Requirement Priority | To be used by DSS reviewers to document the priority level of the specific requirement. | Preferred |
| Field | Definition / Instructions |
| I | Implementation Requirement Section |
| Req. # | A unique identifier to the requirement; this should be used to refer to requirements |
DO NOT EDIT THIS FIELD.
Requirement The detailed description of the requirement.
DO NOT EDIT THIS FIELD.
| Field | Definition / Instructions |
| G, T | Technical Requirement Section |
| Req. # | A unique identifier to the requirement; this should be used to refer to requirements |
DO NOT EDIT THIS FIELD.
Requirement The detailed description of the requirement.
DO NOT EDIT THIS FIELD.
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Intro - Functional Req.
| State of South Carolina Department of Social Services |
| Economic Services System Application Modernization (ESSAM) Project |
| Requirements Definition Document (RDD) |
| RFP #5400024945 |
Introduction: Functional Requirements
| RTM Tab | Use Case # | Use Case Name | Use Case Description |
| FR1. General | Use Case 02: | Create Account and Log In + Out of Customer Portal | This use case describes how a DSS Customer Portal user creates an account and logs in and logs out of the Customer Portal |
| Use Case 06: | Upload Files | This Use Case provides the ability for DSS Enterprise Portal user to upload one or more electronic files to the Portal. | |
| Use Case 07: | Process Paper Documentation | This use case describes the process by which DSS receives and processes paper documentation | |
| Use Case 12: | Send + Receive Secure Message | This use case describes how users communicate with other users in the System, in a secure manner. | |
| Use Case 14: | Manage Notices and Alerts + Provide Program Information | This use case depicts the activities required for a designated User (e.g., Eligibility Worker / Supervisor) to manage notices and alerts – such as creating and distributing mass communications to broader User Groups. | |
| Use Case 16: | Process and Authorize Re-certification Eligibility Benefits | This use case describes the process by which a recipient’s eligibility for DSS programs and services will be periodically redetermined / recertified, according to program-specific policies. | |
| Use Case 19: | Manage Caseload + Worker Assignment | This use case describes caseload management and worker asignment, including everything from the submission and processing of an application to the closure of a case in the System | |
| Use Case 20: | Measure Application Performance and Outcomes | This use case describes how system users will have the ability to access reports in the System, based on access rights associated with their user profile | |
| Use Case 21: | Track and Implement Policy and Regulation Change | This Use Case depicts the activities required for DSS Worker to track and implement policy and regulation changes from Federal and State entities. | |
| Use Case 22: | Resolve Applicant + Recipient Queries | This use case describes the process by which DSS Customer Service Workers provide customer service to DSS program Applicants / Recipients. | |
| Use Case 23: | Manage Internal (Help Desk) Queries | This use case describes the process by which DSS Internal Help Desk Workers provide support to DSS workers. | |
| FR2. SNAP +TANF Case Management | Use Case 13: | Report & Process a Change | This use case describes the process for a Recipient to report a change of circumstance by logging onto the DSS Portal (or via a paper Change Form) and submitting a change. |
| Use Case 15: | Submit Recertification Application | This use describes the process by which a recipient submits a recertification application and how the system alerts the Recipient/Authorized Representative, providing notice of the need to recertify the Recipient’s eligibility, with instructions for doing so. | |
| Use Case 24: | Train Eligibility Workers | This use case describes how System tools augment and enhance Eligibility Worker training with modules that address DSS policy, updates to DSS policy, and worker roles and tasks. | |
| FR3. SNAP + TANF Eligibility | Use Case 01: | Eligibility Pre-Screening | This use case describes how Applicant/Recipients complete a short, anonymous, online questionnaire based on primary determinants of DSS program eligibility and receive a preliminary, non-binding feedback on their eligibility. |
| Use Case 03: | Designate an Authorized Representative | This use case describes how a non-household member may be designated as an authorized representative for the application process provided that the person is an adult who is sufficiently aware of relevant household circumstances and the authorized representative designation has been made in writing by the Primary Informant (PI), the spouse, or another responsible member of the household. | |
| Use Case 04: | Submit Eligibility Application via Customer Portal | This use case describes how an Applicant/Recipient will apply for a range of DSS program benefits and services, without the need to apply for each program individually. This use case meets this objective of allowing the Applicant/Recipient to apply, simultaneously or individually, for Economic Assistance programs. | |
| Use Case 05: | Submit Application via Customer Portal with Assistance | This use case outlines how an Authorized Representative (Authorized Representative) submits an Economic Assistance program application on behalf of an Applicant. It provides the ability for an Authorized Representative to electronically complete an application on behalf of an Applicant for one or more DSS Economic Assistance programs via the DSS Enterprise Portal. | |
| Use Case 08: | Process Application | This use case describes the tasks necessary to support the submission of an application by an Applicant/Recipient. | |
| Use Case 09: | Screen + Conduct Eligibility Interview | This use case describes the process for the Eligibility Worker to meet with the Applicant and perform the interview in person or remotely. | |
| Use Case 10: | Determine Eligibility | This use case descibes how the System performs a series of eligibility checks on the application, defined by program-specific rules, to determine the Applicant/Recipient’s eligibility. | |
| Use Case 11: | Issue Client Benefits | This use case captures the process for issuing benefits to a new Applicant/Recipient or change in benefits for an existing Recipient. | |
| Use Case 17: | Issue D-SNAP Benefits | This use case is for an Applicant/Recipient completing a disaster related SNAP (D-SNAP) application and an Eligibility Worker assessing the need for populations and/or individuals to receive D-SNAP benefits due to natural disasters in presidential declared disaster areas. | |
| FR4. Appeals & Hearings | Use Case 18.1 | File Appeal Request | This use case describes the tasks necessary to capture how the System tracks information and actions related to filing an appeal for a fair hearing, and how DSS Appeals and Hearings Staff process the appeal request. |
Note – DSS policy provides significant appeal rights to the Applicant/Recipient for most case actions. All notices and communications with Applicant/Recipients must contain the policy specifying appeal rights and the process by which to file an appeal. These rights are not individually specified for each action in this document
| Use Case 18.2: | Conduct Hearing | This use case describes the tasks necessary to capture how the System tracks information and actions related to scheduling and conducting a fair hearing or administrative desk review of an appeal. | |
| FR5. Program Integrity | Use Case 25: | Program Integrity | This Use Case describes the process to enable any person to submit a referral for a possible overpayment, program violation, and/or benefit tracking via multiple channels (e.g., phone, hardcopy, e-mail, DSS Enterprise Portal). |
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FR1. General Req.
| State of South Carolina Department of Social Services |
| Economic Services System Application Modernization (ESSAM) Project |
| Requirements Definition Document (RDD) |
| RFP #5400024945 |
General Requirements
| Req # | Business Capability (L0) | Business Capability (L1) | Use Case # | Use Case Name | Requirement Description | Requirement Priority | Vendor Response: Y or N | Vendor Response: L, T or D | Vendor Proposed Release Date | Vendor Justification for Not Meeting Requirement, if applicable | Comments | |
| FR1.1 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The Vendor will migrate all previous existing accounts for existing DSS Applicants/Recipients and Authorized Representatives and will notify them of the change | Required | ||||||
| FR1.2 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will check to ensure if an account is authenticated vs. unauthenticated to determine what options/information can be displayed | Required | ||||||
| FR1.3 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide a user interface that is optimized for a “first time” user (emphasizing ease of use), rather than a “super user” (emphasizing rapid data entry) | Preferred | ||||||
| FR1.4 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide context-sensitive help (e.g., pop-up text when the user positions the mouse over a specific field) | Required | ||||||
| FR1.5 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide DSS support contact information to the user (live chat and other methods of communication) | Preferred | ||||||
| FR1.6 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the ability for users to choose from multiple languages | Required | ||||||
| FR1.7 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | Application information will be written in such a way that these comply with Limited English Proficiency (LEP) requirements | Required | ||||||
| FR1.8 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will make use of dynamic scripting or intelligent information gathering when presenting applicable questions to applicants, based on information provided (e.g., the addition of verification questions) | Preferred | ||||||
| FR1.9 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will offer a print-friendly view of all information presented on the DSS Enterprise Portal | Required | ||||||
| FR1.10 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will offer a print-friendly, Portable Document Format (PDF) version of all applications, forms, official notices and other documents on the DSS Enterprise Portal | Required | ||||||
| FR1.11 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will validate information entered by the user, by appropriate field type (e.g., first name, last name, address, phone number, e-mail, etc) | Required | ||||||
| FR1.12 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System notifies the client that an account has been created on their behalf. For paper applications the DSS Worker will start the account setup then the client will finish at a later time/date. | Required | ||||||
| FR1.13 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the Applicant/Recipient with the option to review the data prior to submission and make any final changes after the Applicant/Recipient has entered information | Required | ||||||
| FR1.14 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will allow the Applicant/Recipient to log into the portal via an existing account | Required | ||||||
| FR1.15 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the ability to the User to create a new DSS account | Required | ||||||
| FR1.16 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will conduct an internal check to determine if the username is available. If the username is not available, the System will display an error message to notify user that another username must be provided – in addition to suggesting a username | Required | ||||||
| FR1.17 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the ability for the User to create and submit a password. System will save the user password upon submission | Required | ||||||
| FR1.18 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will save the unverified username and password for a configurable period of time and ask the user for verification, providing multiple options for verification(e.g. email, text). If the user does not verify it within that period of time, the System will delete the username | Required | ||||||
| FR1.19 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will verify for duplication of accounts using the information provided by the user | Required | ||||||
| FR1.20 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will prompt user to designate communication preferences and will save preferences. Online applications will be available in English and Spanish language. | Required | ||||||
| FR1.21 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide a way for User to recover password | Required | ||||||
| FR1.22 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will create and save the new account for the associated user | Required | ||||||
| FR1.23 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the user the ability to log in/out of the portal. If the user does not remember their login credentials (i.e., user ID and Password), the System will provide user with the ability to recover username and/or reset password | Required | ||||||
| FR1.24 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | Once logged in, the System will provide the User the DSS Dashboard with a variety of actions – including, but not limited to, the following: | |||||||
| a. | Communicate with DSS | |||||||||||
| b. | Submitting an Application | |||||||||||
| c. | Uploading Files | |||||||||||
| d. | Submitting a Renewal Application | |||||||||||
| e. | Reporting Changes | Required | ||||||||||
| FR1.25 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the Applicant/Recipient with the ability to modify any previously saved information. | Required | ||||||
| FR1.26 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will record the date and time stamp of when the account was created and/or last accessed | Required | ||||||
| FR1.27 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will alert the Applicant/Recipient of Information on next steps in the account creation process | Required | ||||||
| FR1.28 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide Applicant/Recipient options for assistance via Frequently Asked Questions (FAQs) in the portal based on current and/or future FAQs determined in by DSS | Required | ||||||
| FR1.29 | Provide Client Support | Provide Self Service Mechanisms | 2 | Create Account and Log In + Out Customer Portal | The System will provide the Applicant/Recipient other information, such as DSS's privacy practices/policies, per DSS policy | Required | ||||||
| FR1.30 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will allow user to upload files to the System and associate it with the appropriate Applicant/Recipient case file record | Required | ||||||
| FR1.31 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will allow a user to upload files related to appeal request and/or hearings | Required | ||||||
| FR1.32 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will display instructions for uploading files to the DSS Enterprise Portal | Required | ||||||
| FR1.33 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will provide the user with the ability to select one or more files on their local computing device (e.g., laptop/desktop or mobile device) to upload | Required | ||||||
| FR1.34 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will allow the user to save the uploaded files to the Applicant/Recipient’s account | Required | ||||||
| FR1.35 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will display a confirmation that the files have been successfully uploaded and associated with the Eligibility Application | Required | ||||||
| FR1.36 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will allow for an alert to be sent to a DSS Worker when Applicant/Recipient whose files have been uploaded have been associated with the Eligibility application | Required | ||||||
| FR1.37 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System will allow for an alert to be sent to a DSS Worker when Authorized Representative whose files have been uploaded have been associated with the Eligibility application | Required | ||||||
| FR1.38 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | Using business rules based on DSS security and/or program policy requirements, the System checks the selected files to confirm they comply with the requirements | Required | ||||||
| FR1.39 | Issue & Manage Client Benefits/Services | Determine Eligibility | 6 | Upload Files | The System provides the ability for an authorized user to label (or rename) uploaded files | Required | ||||||
| FR1.40 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to look up the Applicant/Recipient to see if the document sender already has an Applicant/Recipient record | Required | ||||||
| FR1.41 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow the Documentation Processing Worker to select the Applicant/Recipient for whom they will be processing documentation if the sender is already in the System | Required | ||||||
| FR1.42 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will issue a receipt to Applicant/Recipient for any paper documentation submitted. The receipt will include a tracking number to allow the Applicant/Recipient to check the application status. | Required | ||||||
| FR1.43 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will issue a receipt to Authorized Representative for any paper documentation submitted. The receipt will include a tracking number to allow the Applicant/Recipient or Authorized Representative to check the application status. | Required | ||||||
| FR1.44 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow a DSS Worker to prepare the documents for scanning to include but not limited to: |
- Date stamping
| - Returning original files/documents to sender | Required | ||||||
| FR1.45 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow a user to upload photos/files of documentation to the portal | Required | |
| FR1.46 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System records receipt of any unscannable/illegible documents and sends notice to Authorized Representative and/or Applicant Recipient to provide scannable/readable documents | Required | |
| FR1.47 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to categorize the documents provided | Preferred | |
| FR1.48 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | If a document returns to the processing center from a specific Applicant/Recipient, the system will automatically attach the scanned document to the corresponding case. | Preferred | |
| FR1.49 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will read the barcode and identify the document type if the document has a DSS bar code | Required | |
| FR1.50 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to indicate the document type if the document does not have a DSS bar code | Required | |
| FR1.51 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to enter additional information or comments in a free text box for each document | Required | |
| FR1.52 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to validate the scanned image against the paper documents to verify the electronic copy is acceptable quality | Required | |
| FR1.53 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to delete the file and rescan the document if the scanned images are not of acceptable quality | Required | |
| FR1.54 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will delete the image and prompt an authorized DSS Worker to rescan the document if the System recognizes that a blank document has been submitted | Required | |
| FR1.55 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will perform Optical Character Recognition (OCR) on the scanned document (as possible) and store information as possible/appropriate | Required | |
| FR1.56 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will associate all attachments with the Applicant/Recipient record and with the appropriate program-specific application or recertification | Required | |
| FR1.57 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will review the Applicant/Recipient’s case and identify any actions that may result from the submittal of the document. Actions may include, but are not limited to, the following: |
a. Review of application
b. Approval of payment
| c. Recalculation of benefit amount | Required | ||||||
| FR1.58 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will alert the Applicant/Recipient of receipt of the document and next steps the Applicant/Recipient must take, as appropriate | Required | |
| FR1.59 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will alert the Authorized Representative (if applicable) of receipt of the document and next steps the Applicant/Recipient must take, as appropriate | Required | |
| FR1.60 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will flag the application for review by a DSS Worker and indicate the documents have been received if all information has been received for the program specific application or for a change in circumstance submission | Required | |
| FR1.61 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to document the physical location an authorized DSS Worker files the documents | Required | |
| FR1.62 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will begin the timer indicating when the documents should be destroyed, per DSS record retention policy | Required | |
| FR1.63 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to associate the document to a case file by a variety of means, which may include, but are not limited to: |
a. Phonetic searches in the System
| b. Contacting the Sender to obtain more identifying information | Required | ||||||
| FR1.64 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will allow an authorized DSS Worker to enter available identifying information into the System (e.g., document type) if the document cannot be associated to a case file | Preferred | |
| FR1.65 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will time stamp the entry and save the document in the repository of documents that were unable to be associated with a case file | Preferred | |
| FR1.66 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System will associate the documents with a case file if additional identifying information is associated with the document in the future | Preferred | |
| FR1.67 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System generates receipts with extracted client information from any paper documentation and sends the receipt to the Applicant/Recipient based on his/her communication preferences | Required | |
| FR1.68 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | The System generates receipts with extracted client information from any paper documentation and sends the receipt to the Authorized Representative based on his/her communication preferences | Required | |
| FR1.69 | Provide Client Support | Manage Client Changes | 7 | Process Paper Documentation | System will assist DSS Worker in inputting paper application information into portal post Applicant’s/Recipient's portal account creation | Required | |
| FR1.70 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to access the DSS Enterprise Portal and select the option to schedule an appointment | Required | |
| FR1.71 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will document who needs the appointment: |
a. Applicant/Recipient
b. Authorized Representative on behalf of Applicant/Recipient
| c. DSS Worker | Required | |||||
| FR1.72 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will present a list of appointment types and the Applicant/Recipient or an authorized DSS Worker selects an appointment type including but not limited to: |
a. Interviews
b. Medical Incapacity verification appointment
| c. Unspecified reason | Required | ||||||
| FR1.73 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will recommend an appointment setting (e.g., phone/video vs. in-person), based on appointment type | Required | |
| FR1.74 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will display a list of alternatives, based on the Applicant/Recipient, Authorized Representative or an authorized DSS Worker’s address information and the appointment type, per DSS policy, for in-person appointments | Required | |
| FR1.75 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative, or an authorized DSS Worker to confirm the appointment setting. No action is taken if the appointment is not confirmed. The State will still conduct/try to conduct the interview as originally scheduled. | Required | |
| FR1.76 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to confirm the contact phone number on file if the appointment will be held by phone | Required | |
| FR1.77 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to enter their phone number if the phone number is not already in the System | Required | |
| FR1.78 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to select the appointment language required | Required | |
| FR1.79 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will present the available time slots, based on: |
a. Options chosen for the appointment type and setting
b. DSS resource availability
| c. Program/policy timeframes, per DSS policy | Required | ||||||
| FR1.80 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to choose an appointment date and time preference | Required | |
| FR1.81 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will schedule the appointment according to the Applicant/Recipient, Authorized Representative or an authorized DSS Worker's preference, and update the availability of DSS resources | Required | |
| FR1.82 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will ensure the requirement is documented if the appointment requires multiple DSS resources | Required | |
| FR1.83 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will alert the Applicant/Recipient, Authorized Representative or an authorized DSS Worker of the appointment. This alert includes, but may not be limited to: |
a. Date
b. Time
| c. Setting (phone/video, location) | Required | ||||||
| FR1.84 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to access the DSS Enterprise Portal and select the option to cancel or reschedule an existing appointment | Required | |
| FR1.85 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will display the appointment(s) for which the Applicant/Recipient, Authorized Representative or an authorized DSS Worker is scheduled | Required | |
| FR1.86 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to select the appointment to be changed | Required | |
| FR1.87 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow the Applicant/Recipient, Authorized Representative or an authorized DSS Worker to indicate if the appointment is to be cancelled or rescheduled | Required | |
| FR1.88 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will remove the appointment if the Applicant/Recipient, Authorized Representative or an authorized DSS Worker is cancelling the appointment | Required | |
| FR1.89 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will confirm availability with Applicant/Recipient or Authorized Representative prior to scheduling interview | Required | |
| FR1.90 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will remove the original appointment if the Applicant/Recipient, Authorized Representative or an authorized DSS Worker is rescheduling the appointment | Required | |
| FR1.91 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will maintain a history of scheduled appointments | Required | |
| FR1.92 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will determine if an appointment needs to be scheduled, per Applicant/Recipient/Authorized Representative case file disposition and DSS policy | Required | |
| FR1.93 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will determine the DSS resources needed, setting and date/time requirements per appointment type | Required | |
| FR1.94 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will reschedule the appointment and update the availability of DSS resources | Required | |
| FR1.95 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will create another notification for rescheudling/cancelling to the Applicant/Recipient/Authorized Representative. The notification includes, but is not limited to the following appointment information: |
a. Date
b. Time
| c. Setting (phone/video, location) | Required | |||||
| FR1.96 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to categorize the nature of the contact, and record the contact in the System when the Applicant/Recipient/ Authorized Representative contacts DSS via one of many available channels. The category include but are not limited to: |
a. Applicant/Recipient inquiry – Members of the public inquiring about program rules and application process
b. Case status – Applicants/Recipients seeking information about an existing case
c. Applicant/Recipient change – Applicants/Recipients contacting DSS to update information on their case file
d. Applicant/Recipient issue/complaint
| e. Fraud & abuse referral (Program Integrity) | Required | |||||
| FR1.97 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to document information regarding the contact, based on the type of contact selected, including but not limited to: |
a. Primary language of the Applicant/Recipient
b. Applicant/Recipient name
| c. Reason for the message (e.g., information requested) | Required | ||||||
| FR1.98 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to respond to the Applicant/Recipient’s inquiry and enter the resolution, if the contact is an inquiry | Required | |
| FR1.99 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to verify the Applicant's/Recipient’s and Authorized Representative's identity (per DSS policy) and respond to the Applicant/Recipient’s and Authorized Representative's inquiry if the contact involves a Applicant/Recipient’s and Authorized Representative's inquiring about the Applicant/Recipient’s case | Required | |
| FR1.100 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to verify the Applicant’s/Recipient's and Authorized Representative identity (per DSS policy) and record the updated information if the contact involves a Applicant’s/Receipient's and/or Authorized Representative seeking to update information | Required | |
| FR1.101 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Message | The System will allow an authorized DSS Worker to document information related to the contact, and recommend appropriate follow-up action if an authorized DSS Worker cannot address the Applicant’s/Receipient's and/or Authorized Representative's issue | Required | |
| FR1.102 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will display a secure message form for the user to enter a secure message | Required | |
| FR1.103 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will pre-populate the information regarding the sender in the “from” area of the secure message | Required | |
| FR1.104 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | For internal DSS Staff, the System will display a list of System user groups, using role based access (e.g., a specific county office’s staff, etc.) or individual System users, to whom the message may be sent, In the “to” area of the secure message, | Required | |
| FR1.105 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow the DSS Staff to filter/search the list for the appropriate group(s) or individual(s), using role based access, to whom they need to send a secure message | Required | |
| FR1.106 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow the DSS Staff, using role based access, to select one, several or all listed recipient groups or individuals | Required | |
| FR1.107 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | For Applicant/Recipient and Authorized Representative, the System will display the name of the case manager as default, in the “to” area of the secure message | Required | |
| FR1.108 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will provide the option for the DSS Staff to associate the message to one or more Applicant/Recipient records | Required | |
| FR1.109 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow a user to enter text describing the reason for the secure message or select from a list of common secure message reasons and templates, as defined by DSS | Required | |
| FR1.110 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow a user to enter text In the “body” area of the secure message | Required | |
| FR1.111 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow a user to attach electronic files to the secure message | Required | |
| FR1.112 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow a user to send the message | Required | |
| FR1.113 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will notify the recipient(s) of the secure message, and provide a link to the secure message in the System | Required | |
| FR1.114 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow the recipient to access the Enterprise portal and view the message | Required | |
| FR1.115 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will save a timestamp of when the message was sent and viewed | Required | |
| FR1.116 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will display a secure message form for an authorized DSS Worker to enter a secure message if an authorized DSS Worker chooses to reply to the secure message | Required | |
| FR1.117 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will pre-populate the information regarding the sender in the “from” area of the secure message if an authorized DSS Worker chooses to reply to the secure message | Required | |
| FR1.118 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow an authorized DSS Worker to add recipients to the secure message thread and to make changes/additions to the recipient list in a reply, in the “to” area of the secure message | Required | |
| FR1.119 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will document the Applicant's/Recipient's and Authorized Representatives' record(s) the secure message is associated with (field not editable in reply) | Required | |
| FR1.120 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will display the subject (field not editable in reply) in the “subject” area of the secure message | Required | |
| FR1.121 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow the user to access their list of secure messages, or an authorized DSS Worker to access an Applicant’s/Recipient's case record and select the secure messaging option | Required | |
| FR1.122 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System will allow an authorized DSS Worker to enter text that appends the original body text in the “body” area of the secure message | Required | |
| FR1.123 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System translates messages into preferred language for Applicant/Recipient and Authorized Representative | Required | |
| FR1.124 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System allows any unsent messages to be saved as drafts | Required | |
| FR1.125 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System allows the user to upload files to a message and verifies that the files were not previously uploaded | Required | |
| FR1.126 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System notifies the recipients of a secure message and provides a link to access the secure message in the System | Required | |
| FR1.127 | Provide Client Support | Manage Client Changes | 12 | Send + Receive Secure Messages | The System allows users to select paper/mail-based communication as their preference | Required | |
| FR1.128 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will allow the user (DSS Worker or Applicant/Recipient) to log in to the System | Required | |
| FR1.129 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will display alerts based on the user’s profile, access right(s) and case load or queue responsibilities. Alerts/notices may include, but are not limited to: |
a. Applicant/Recipient information changes
b. Appointment notices or reminders
c. Referral notices
d. Renewal notices
e. Appeals notices
f. Benefit recovery notices
g. Informed Consent expiration
h. Redetermination or eligibility notices
i. New secure messages received
| j. Other alerts per DSS policy | Required | |||||
| FR1.130 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will allow the user to sort or filter alerts/notices by the displayed alert fields including, but not limited to: |
a. Urgency/importance/priority
b. Date created
c. Associated queue
d. Assigned worker (if by a supervisor)
| e. Overdue items | Required | ||||||
| FR1.131 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will allow the user to dismiss one or multiple alerts/notices only after the alert/notice is read, if the alert/notice is configured to allow this (and this will be noted in the audit trail) | Required | |
| FR1.132 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will allow the user to select an alert/notice to view | Required | |
| FR1.133 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will display the detailed content of the alert/notice | Required | |
| FR1.134 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will create alert/notice which require additional action by a System User and will provide a short-cut/link to the appropriate task, including the availability of alert / notice templates | Required | |
| FR1.135 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will save a timestamp of when the System User views the alert | Required | |
| FR1.136 | Provide Client Support | Manage Notices and Alerts | 14 | Manage Notices and Alerts + Provide Program Information | The System will allow the user to dismiss the alert/notice if/as appropriate | Required |
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File details come from the government source that posted it. Updated .