Attachment A - Model Task Order~1.docx

ATTACHMENT A

Model Task Order

Between

The Executive Office of Health and Human Services and

[TBD]

MassHealth Printing, Mailing, Warehousing, and Fulfillment Services Task Order

Pursuant to Statewide Contract OFF48

This Task Order, effective [Month] [Day], [YYYY], is entered into by and between the Massachusetts Executive Office of Health and Human Services (EOHHS) and [Contractor Name] (the Contractor), a corporation with its principal place of business at [Contractor address].

WHEREAS, EOHHS is the single state agency responsible for the administration of the Commonwealth’s Medicaid program and its State Children’s Health Insurance Program (CHIP) (together “MassHealth”) pursuant to Title XIX of the Social Security Act (42 U.S.C. 1396), M.G.L. c. 118E, and other applicable laws and waivers; and

WHEREAS, EOHHS, under the authority of the Statewide Contract OFF48 for Print, Copy & Mail Services and Printed Promotional Products, posted on the Commonwealth of Massachusetts procurement website (www.COMMBUYS.com) a Request for Quotes (RFQ) for printing and mailing services, and EOHHS selected the Contractor based on its response to the RFQ; and

WHEREAS, the Contractor appears qualified and is willing to perform its duties as set forth herein subject to the terms and conditions thereof;

NOW THEREFORE, in consideration of the mutual covenants and agreements contained herein, the Contractor and EOHHS agree as follows:

TABLE OF CONTENTS

ATTACHMENTS

SECTION 1. OVERVIEW

1.1 General Description

Services covered by this task order include printing, mailing, warehousing, and fulfillment services to support the MassHealth program, as further described below:

1. The Contractor must print, mail, warehouse, and fulfill MassHealth orders, including applications, forms, booklets, and other documents needed to operate the MassHealth program in accordance with this Task Order and its Appendix [ ]: Service Level Agreements (SLAs).

2. The Contractor must print and mail notices to members and applicants according to specifications provided by EOHHS.

3. The Contractor must produce braille and large print versions of notices for those members who are flagged on the mail file produced by EOHHS as requiring these accessible alternatives.

4. EOHHS will provide the Contractor with data files, templates, and whole letters. Specifications for notices vary depending on the data source and the requirements of each notice type.

5. Notice data is produced from various systems within MassHealth, including the Health Insurance Exchange (HIX) and MA21, both of which are member eligibility systems. Many notices that are generated by the HIX and MA21 flow through the Common Notice Solution (CNS). In the future, all notices generated by the HIX and MA21 will flow through the CNS. The CNS provides a consistent format across notices. Notices that flow through the CNS will be produced in the top six preferred languages: English, Spanish, Brazilian Portuguese, Simplified Chinese, Haitian Creole, and Vietnamese. Vendor must be able to support additional languages as directed by EOHHS. The CNS also flags notices to certain members and applicants that must be produced by the Contractor in braille or large print.

6. Certain notices are produced by the Massachusetts Medicaid Management System (MMIS). The MMIS is responsible for processing claims, health plan enrollments, provider enrollment, prior authorizations, and other transactions. EOHHS, at its discretion, will work with the Contractor to print and mail certain MMIS notices.

7. Over time, EOHHS intends to update the CNS to produce member notices that are generated by MMIS. Upon completion of these updates, the Contractor will be responsible for printing and mailing member notices that are generated by MMIS.

8. The Contractor must print nonroutine member mailings as directed by EOHHS. Nonroutine mailings may include one-time notices to members or a subset of members, or notices otherwise not generated by the HIX, MA21, MMIS, or CNS.

9. At EOHHS’s discretion, EOHHS may engage the Contractor to print and mail certain MMIS provider notices under this Task Order.

10. The Contractor is responsible for the development of secure web portals (“microsites”) to enable online access to electronic communications. Such portals are needed for the production of 1095-B and 1099-HC tax forms as described in Section 2.2.E.

1.2 Definitions

The following terms shall have the meanings stated unless the context clearly indicates otherwise:

Business Day – any day on which EOHHS employees are expected to report to work (normal business hours for EOHHS are 8:45 a.m. to 5:00 p.m., Monday through Friday, excluding holidays).

Calendar Day – Each day shown on the calendar beginning at 12:00 Midnight and ending at 11:59 PM, including weekends and holidays.

Contractor – any entity that enters into an agreement with EOHHS for the provision of services described in the Task Order. All requirements applicable to the Contractor, herein, shall also be applicable to the Contractor’s employees and subcontractors.

Executive Office of Health and Human Services (EOHHS) – the single state agency that is responsible for the administration of the MassHealth Program, pursuant to Titles XIX and XXI of the Social Security Act, the Section 1115 Medicaid Research and Demonstration Waiver, M.G.L. c. 118E, and other applicable laws and waivers.

MassHealth – the medical assistance and benefit programs administered by the Massachusetts Executive Office of Health and Human Services pursuant to Titles XIX and XXI of the Social Security Act, the Section 1115 Medicaid Research and Demonstration Waiver, M.G.L. c. 118E, and other applicable laws and regulations (Medicaid and CHIP).

Member – any individual determined by EOHHS to be eligible for MassHealth.

Provider – an appropriately credentialed and licensed facility, individual, institution, organization or other entity that has entered into a Provider Agreement with EOHHS to provide medical goods and services to MassHealth members.

SECTION 2. CONTRACTOR RESPONSIBILITIES

2.1 General Responsibilities

The Contractor must:

A. Meet or exceed all required criteria detailed in the Statewide Contract OFF48 for Print, Copy & Mail Services, and Printed Promotional Products (OFF48), and in Appendix [ ]: Service Level Agreements (SLAs).

B. Provide to EOHHS, as needed, printing and mailing services with the following specifications:

1. Digital printing on 8.5 x 11 drilled and undrilled 20 lb. copier bond, single or double-sided, black ink, and full color;

2. Three-hole paper;

3. Offset 4 x 6 postcards on 70 lb. cover;

4. Offset brochures, booklets, posters, pamphlets, and other products using black ink, spot color, and full color, according to specification;

5. Pantone-matched inks;

6. Paper stock in a variety of colors, weights, and finishes;

7. Preprinted #10 envelopes;

8. Preprinted 9 x 12 white envelopes;

9. Preprinted rip-proof envelopes;

10. Single and double window envelopes with privacy screens;

11. Custom envelopes;

12. Mail merges and match mailing;

13. Bulk e-mail messaging;

14. Braille translation and embossing for notices in English, Spanish, Brazilian Portuguese, Haitian Creole, Vietnamese, and Simplified Chinese, as needed;

15. Conversion of notices as applicable to large print versions in English, Spanish, Brazilian Portuguese, Haitian Creole, Vietnamese, and Simplified Chinese, as needed;

16. Other printing as needed;

17. Insertion, trimming, perforations, and folding;

18. Use petroleum-based inks on specific jobs as requested;

19. Bindery requirements include:

i. Corner, side staple, and saddle stitching;

ii. Shrink-wrap;

iii. Band;

iv. Saddle-wire; and

v. Wire or plastic spiral bound.

20. Distribution requirements include:

i. Printing and shipping to the EOHHS and other designated sites;

ii. Printing, processing, and bulk mailing;

iii. Printing, storing, and shipping on demand or according to an established schedule. Occasionally immediate supplies are required, and the Contractor will be responsible for prompt delivery; and

iv. Bulk e-mailing and confirmation of delivery/receipt.

21. Inventory Control (management of digital assets); and

22. Digital proofing.

C. Manage and complete each printing, mailing, and fulfillment project from beginning to end.

1. Print and mail multiple jobs per day of up to a combined total of 125,000 pieces of mail per day.

2. Accept daily batch files of notices according to EOHHS standards.

3. Produce notices, as applicable, in regular print in six languages and any additional languages as directed by EOHHS, large print, braille, and digital formats. Notices may be complex and require multiple occurrences of variable data. Notices may come from different sources and in a variety of formats, which may affect the way the notice is generated by EOHHS. In some cases, notice templates are provided along with a data file. In other cases, the notices are generated as a single PDF that requires the Contractor to divide into individual notices. The Contractor must be able to accept files in various formats for processing, including, but not limited to, Microsoft Word, PDF, and XML.

4. Contractor shall have the ability, at the request of EOHHS, to perform special handling of certain notices prior to mailing, based on a list of members provided by EOHHS. This special handling shall include, but not be limited to, specialized translation, formatting, and envelopes. For example, Contractor shall have the ability to accept from EOHHS a list of members whose notices require special formatting, flag all notices being generated for members contained in such list, and implement the required special formatting before mailing the affected notices to members. If EOHHS directs the Contractor to perform special handling as described above, the Contractor shall make good faith efforts to work with EOHHS to determine reasonable costs and timelines associated with the completion of such work.

5. Daily mailings include eligibility reviews, mailed out as 9” x 12” flats in custom blue envelopes procured or produced by the Contractor; monthly mailings include birthday cards to seniors turning 65, estate recovery mailings, approval letters, termination letters, letters requesting additional information, and other eligibility and enrollment mailings as directed by EOHHS. In 2023, MassHealth printed and mailed approximately 8 million notices to members from the CNS, MMIS, MA21, and the HIX. Notice volumes may fluctuate throughout the year. Additionally, MassHealth often prints nonroutine member mailings. Nonroutine mailings may include one-time notices to members or a subset of members, or notices otherwise not generated by the HIX, MA21, MMIS, or CNS. These mailings may include workarounds that will later be added to the CNS but are currently generated as a manual effort. Nonroutine member mailings range from several hundred to more than 1 million pieces of mail. In 2023, MassHealth printed and mailed approximately 5.2 million nonroutine mail pieces.

6. At EOHHS’s option, EOHHS may, and Contractor shall have the ability to, expand the scope of this Task Order to provide all printing, mailing and fulfillment services described within this Task Order for provider letters and notices. Provider letters and notices may include, but may not be limited to, welcome packets, contracts, surveys, and sanction notices. The expanded scope may include building and supporting alternative means of distributing print notices such as email, as may be necessary. MassHealth currently prints approximately 4,400 notices for providers each month. Use of this option is subject to EOHHS’s ability to change the scope of work of other contracts. Consistent with Section 5.21 of this Task Order, EOHHS shall provide the Contractor a minimum of 30 business days’ written notice of any change in the scope of work under this Task Order.

7. Contractor shall have the ability to print and mail nonroutine projects for applicants, members, and/or providers as directed by EOHHS.

8. Provide a secure file transfer site for uploading documents with protected health care information, such as spreadsheets and mailing lists.

9. Run National Change of Address (NCOA) checks on mailing lists.

10. Implement and support processes to facilitate data management, such as providing NCOA data and the results of NCOA checks to EOHHS in specified formats, providing electronic copies of notices for archiving, and adding data matrices to certain notices as directed by EOHHS.

11. Produce test files to check data matching on letters.

12. Submit quotes and proofs for sign-off.

13. Perform quality control checks to ensure accuracy.

14. Provide a reliable system of proving delivery times, such as sending mail “seeds.”

15. Be able to advance postage costs. The Contractor provides a quote for postage in advance and funds are approved and released from EOHHS Accounts Payable Department to be paid directly to the Contractor.

16. Have a strong knowledge of USPS postal requirements.

17. Provide creative solutions for postal optimization and support testing of such postal-optimization solutions.

18. Accept mail files in various formats for processing, including, but not limited to, Microsoft Word, PDF, and XML. In some cases, the contractor will need to separate a single PDF containing multiple notices into individual notices for mailing. This separation must be handled in a way that does not compromise personal information.

19. Process complex mail jobs containing variable data and multiple versions of the notice, including braille, large print, and other languages, as applicable. Such versions are necessary to ensure MassHealth members and applicants receive notices with accommodations, if applicable, and in their preferred language.

20. Generate and apply on each member notice a QR code, which contains individual and notice information needed for indexing by EOHHS. The Contractor must also provide EOHHS a PDF file for every member notice containing the QR code for indexing by EOHHS.

21. Apply data matrix codes to envelopes or on letters positioned to be read through an envelope window to assist EOHHS in tracking and processing returned mail.

22. Perform within a maximum turnaround time of ten (10) business days from the date EOHHS submits artwork for printed material to the date the final product is shipped or mailed, with extensions possible subject to EOHHS approval. Note, this turnaround time does not apply to notices with timelines otherwise specified in this Task Order, or subject to timelines specified in Appendix [ ]: Service Level Agreements (SLAs).

23. Use paper for printing jobs under this Task Order that is a minimum of 30 percent post-consumer content (PCC) recycled paper (the use of virgin paper stock is not allowed).

D. Respond to all EOHHS inquiries within one business day and designate:

1. One salesperson for the purpose of conducting meetings with members of EOHHS staff; and

2. One salesperson and one customer service representative for the purpose of handling all correspondence, including telephone and email correspondence, related to print/mail jobs under this Task Order.

E. Allow one or more EOHHS employees to be present on site at startup or during any press run at EOHHS’s discretion.

F. Manage shipping and delivery for each printing, mailing and fulfillment project.

1. Provide shipping and delivery records, as defined by EOHHS, for all items that are shipped to multiple locations;

2. Deliver to EOHHS’s Task Order Officer copies of signed bills of lading within five business days of making a delivery;

3. Provide detailed records of postage expenses for each job, including USPS-provided summaries.

4. Provide creative solutions to save costs on postage.

5. Establish and manage USPS post office boxes on behalf of EOHHS for purposes of securely shredding returned mail for specific mailing jobs as directed by EOHHS. In these situations, the post office box designated for shredding will be listed as the return address on the envelope.

6. Establish and maintain mailing permits on behalf of EOHHS and be prepared to advance postage costs.

7. Submit mail files to the National Change of Address (NCOA) Database to validate addresses.

G. Provide online “shopping cart” style services for approximately 500 different products, as directed by EOHHS, to be held in inventory or printed on demand and fulfilled upon request.

H. Accept into inventory Voter Registration documents produced by the Secretary of the Commonwealth for use as mailing inserts at EOHHS’ direction and for fulfillment to various EOHHS offices.

I. Insert Voter Registration documents produced by the Secretary of the Commonwealth in mailings and fulfillments to various EOHHS offices, as directed by EOHHS.

J. Maintain sufficient climate-controlled warehouse storage space to store EOHHS-related inventory.

K. Pick up and recycle obsolete printed material from various EOHHS offices, the MassHealth Customer Service Center, and Operational Services Division (OSD) when delivering new products. The replaced materials must be disposed of through recycling, and recycling credits must be applied to EOHHS’s account.

L. Participate in testing of new mail processes, including but not limited to new and revised notices as directed by EOHHS, involving output from EOHHS data systems.

M. Build and support alternative means of distributing print notices as may be necessary for applicant and member accommodation purposes, including through email, text, and robocalls.

N. Develop to EOHHS’ specification web-based portals (“microsites”) for EOHHS member and provider access to secure communications. Such portals are needed for production of 1095-B and 1099-HC tax forms as described in Section 2.2.E of this Task Order.

O. Maintain an inventory control system and produce monthly and ad hoc inventory reports.

P. Have storage space sufficient to store EOHHS-related inventory. The warehoused materials must be maintained in an environment that ensures no supply will be lost due to storage conditions.

Q. Store supplies provided by other entities as needed to print or mail materials under the Task Order, or to fulfill orders for supplies to MassHealth central and field offices, the MassHealth Business Support Services vendor, and to OSD for EOHHS-related business. Such supplies may include Voter Registration forms, which must be bound with MassHealth applications and review forms and other notices at EOHHS’ direction; and envelopes, which may be purchased in volume by an envelope vendor, as needed for mailings to applicants and members.

R. Provide reports on request to summarize the dates and quantities of each mailing, proof of mailing, the list of specifications for each mailing job, and the breakdown of languages and accommodations for each mailing job, inventory balances, and other reports as later defined or required by EOHHS. Reports and details of each mailing, including the applicable templates and data files, must be kept and made available to EOHHS over the life of the contract.

S. Produce communications in an accessible format as directed by EOHHS. The Contractor must work with EOHHS to ensure communications are provided to applicants and members in accessible formats as new accommodation needs arise.

T. Make good-faith efforts to print—or emboss, if applicable—and mail daily eligibility notices within 24 hours of EOHHS sending the files to the Contractor. All notices must be printed (or embossed, if applicable), mailed, and delivered to the United States Postal Service no later than the end of the third calendar day after EOHHS sends the file to the Contractor (see Appendix [ ]: Service Level Agreements). EOHHS will send Contractor eligibility notice files at a regular cadence. Specifications of any new print job will be established by EOHHS in advance, to ensure thorough testing.

U. Print and mail nonroutine notices within timeframes agreed upon with EOHHS for each notice type, and as outlined in Appendix [ ]: Service Level Agreements. Specifications of any new print job will be established by EOHHS in advance, to ensure thorough testing.

V. Comply with the Social Security Administration (SSA) requirements for securely storing, processing, and transmitting information provided by SSA. Contractor must pass an SSA assessment prior to storing, processing, or transmitting SSA data. Compliance requirements under this provision are detailed in the SSA publication “Technical System Security Requirements (TSSR).” Compliance further includes cooperating with any requests from EOHHS or SSA necessary to obtain and maintain SSA approval. Such cooperation includes an annual self-attestation and triennial audit by the SSA, and an annual controls assessment, based on the TSSR.

W. Cooperate with EOHHS to create the Security Requirement Traceability Matrix (SRTM) for submission to the Social Security Administration.

X. Collaborate with EOHHS and other EOHHS vendors to provide an optimal business process and seamless customer experience that reflects the values of the Commonwealth. EOHHS’ vendors with which the Contractor shall collaborate may include, but are not limited to the preceding printing, mailing, warehousing, and fulfillment vendor.

Y. Collaborate with EOHHS and other EOHHS vendors to provide an optimal transition of operations from EOHHS’s current printing, mailing, warehousing, and fulfillment services vendor to the Contractor. Such cooperation includes developing and adopting required workflows, testing functionality, and addressing any technical hurdles to ensure that there is no gap in service where notices cannot be printed and mailed according to schedule. EOHHS vendors with which the Contractor shall collaborate may include, but are not limited to the preceding printing, mailing, warehousing, and fulfillment vendor.

2.2 Scope of Services

A. Quality of Service

The Contractor must:

1. Provide effective communication and responsive customer service.

2. Perform quality reviews of all document packages before mailing to ensure that the packages contain the latest version of each document and all required components.

a. Preflight all files, check for missing supporting files, links, fonts, and other potential problems prior to entering production process;

b. Ensure that all printed materials are clear, sharp, with 100 percent resolution of ink coverage, and free from filled or broken letters, grayness, or other imperfections;

c. Ensure that documents are free of lint, confetti, or artifacts;

d. Take frequent samples during a production run;

e. Ensure that print is clear and consistent from page to page and side to side;

f. Provide consistent density of screens, bleeds and shading on page or cover;

g. Ensure that documents are precise in size, squareness, and number of pages; and

h. Ensure that binding and joining, if any, is in the appropriate location on the document.

3. Use paper for printing jobs under this Task Order that is a minimum of 30 percent post-consumer content (PCC) for digital printing jobs and a minimum of 20 percent PCC for offset jobs.

B. Pre-Production

The Contractor must:

1. Provide secure File Transfer Protocol (FTP) site access for delivery of digital files.

2. Develop Automated Protocol Integration (API) connections with EOHHS applications as needed to support workflows for printing and mailing services.

3. Be able to accept and use files provided by EOHHS in, at a minimum, the following formats: portable document format (.pdf) and PostScript files, extensible markup language (XML), Microsoft Word, Excel, comma-separated values (CSV), InDesign files, Photoshop, and Illustrator.

4. Meet regularly with EOHHS to review the status of ongoing projects.

5. Meet as needed with EOHHS to discuss and review new or revised ongoing projects, establish timeframes, provide cost estimates, and determine production requirements.

6. Notify EOHHS of any issues that arise in any part of the process.

7. Submit proofs for all jobs to EOHHS for approval pre-production. The Contractor must submit proofs for all notices in six languages, large print, and braille. Additionally, Contractor must submit proofs for existing and ongoing jobs at EOHHS’s request. Proofs of notices must be submitted to EOHHS for review within one Business Day of receipt of the job and subsequently mailed within one Business Day of approval by EOHHS. For more complex jobs, proofs must be submitted to EOHHS within a reasonable time frame as determined by EOHHS.

8. Perform alterations as necessary and upon agreement with EOHHS.

C. Production

The Contractor must:

1. Print and stock all EOHHS-developed and approved provider publications and other MassHealth publications, according to EOHHS specifications.

2. Mail publications and special print jobs within timeframes specified in Appendix [ ]: Service Level Agreements (SLAs), or as otherwise agreed upon with EOHHS for each job.

3. Perform quality reviews of all document packages before mailing to ensure that the packages contain the latest version of each document and all required components.

4. Not use wastepaper generated from printing jobs assigned by EOHHS for the packaging and shipping of printed materials for recipients other than EOHHS.

D. Post-Production

The Contractor must:

1. Not use sketches, copy, dummies, and other preparatory work developed or furnished by EOHHS, or images scanned from such preparatory work, whether by EOHHS or the Contractor, for purposes other than those outlined herein. All sketches, copy, dummies, and other preparatory work developed or furnished by EOHHS, or images scanned from such preparatory work, whether by EOHHS or the Contractor, shall remain the property of EOHHS and shall not be used or exploited in any manner by Contractor, its agents or employees or other individuals under the Contractor’s control.

2. Coordinate the printing and distribution of publications according to the directions and schedule approved by EOHHS for each job.

3. Create daily and weekly reports for all production and inventory to be forwarded to EOHHS upon request. Daily reports shall include daily reconciliation reports for the HIX, MA21, and the CNS.

4. Inspect all products after printing and before packaging.

5. Upon request but no more frequently than monthly, produce a report for EOHHS, including full accounting of charges, recycled content of paper, delivery receipts, inventory reports, and job samples.

6. Provide a per-job summary of the number of e-mails, texts, robocalls, and mailings. For emails, texts, and robocalls, this shall include, but is not limited to, the number issued as well as analytics that show the number opened, deleted without being read, or bounced back due to incorrect or outdated information. EOHHS will work with the Contractor to identify the analytics needed for each job.

E. Secure Web-Based Portals

The Contractor must develop and operate secure web-based portals to disseminate information via user download, or printing and mailing upon request.

1. Enhanced Mailing and Delivery Services for Tax Form 1095-B and 1099-HC for MassHealth Members

The Contractor must provide Form 1095-B and 1099-HC Microsite Solution Services that include the Form 1095-B and 1099-HC Microsite, the Solution and related databases, reporting services, as well as print, mail, and fulfillment services to help facilitate delivery and mailing by the Contractor of Form 1095-B and 1099-HC to MassHealth members, as further described below.

a. User Experience

Following request of a member via a website created specifically for the Commonwealth (the “Form 1095-B and 1099-HC Microsite,” as described below), which facilitates use and access of Contractor’s electronic solution for distribution of Form 1095-B and 1099-HC to a segment of member population (the “Solution” and collectively with the Form 1095-B and 1099-HC Microsite, the “Form 1095-B and 1099-HC Microsite Solution”), Contractor will facilitate delivery of the Form 1095-B and 1099-HC to members after authentication via known-good data elements (such data elements described in more detail below). Using the Form 1095-B and 1099-HC Microsite, members will be able to download or print their PDFs from the Solution, and there will be an Admin Panel that enables the EOHHS team to help members access the Form 1095-B and 1099-HC Microsite Solution.

b. Description of the Form 1095-B and 1099-HC Microsite

The Form 1095-B and 1099-HC Microsite will be a publicly accessible website with a user interface created specifically for EOHHS that hosts PDF versions of member Form 1095-B and 1099-HC. EOHHS will provide Contractor the template for the Form 1095-B and 1099-HC in PDF format as well as a single use pipe-delimited database file of all member recipients and the applicable Tax Year data to be populated for their individual form in a pipe-delimited database file. Recipients (members) will access the Form 1095-B and 1099-HC Microsite by inputting and validating three forms of personal information. The personal information proposed herein may be changed by EOHHS prior to ‘go-live’ of the Form 1095-B and 1099-HC Microsite Solution so long as complete data for all recipients is available.

The Form 1095-B and 1099-HC Microsite will further include:

i. Webpage Composition.

The composition and language of the Form 1095-B and 1099-HC Microsite must be approved by EOHHS before the microsite is published, and after publication, before any subsequent changes are made.

In connection with the Form 1095-B and 1099-HC Microsite, the Contractor will provide a URL customized for EOHHS (“Custom URL”) to enable EOHHS and its users to access and use the Form 1095-B and 1099-HC Microsite Solution. Contractor is responsible for obtaining the Custom URL in the name of EOHHS such that EOHHS will have the exclusive ownership rights to the Custom URL in accordance with Section 2.2.E.1.f of the Task Order. The parties agree that the Custom URL will be: www.masshealthtaxform.com.

ii. Form 1095-B and 1099-HC Microsite – Admin Panel.

The Form 1095-B and 1099-HC Microsite will include an Admin Panel so that EOHHS team members can view reports (with reporting information further described below) as well as request that a hard copy of the Form 1095-B and 1099-HC be sent to the recipient or member in the mail by the Contractor as on-demand print, mail and fulfillment services. There will be two tiers of EOHHS team member access rights to the Admin Panel: Admins and Users. Admins will have all capabilities available to Users as well as the ability to add, remove or edit User accounts. Users will have two capability options which will be set on a per-user basis: Report and Hard Copy Request. Access to the Admin Panel is granted via an email address and password combination, followed by a two-factor authentication code emailed to the user.

The Admin Panel functionality is as follows:

1. Manage Users (Admins only)

a. List Users

b. Edit Users

c. Add/Delete Users

2. View Reports (Admins and Users)

a. Total Number of Form 1095-B and 1099-HC viewed

b. Total Unique Number of Form 1095-B and 1099-HC viewed

c. Total Number of printed Form 1095-B and 1099-HC ordered

d. Includes the ability to export to CSV files

3. Hard Copy Request of Form 1095-B and 1099-HC (Admins and Users)

a. No authentication / personal information validation of the request

b. Order printed copy by mail on a per-member basis as needed

c. Orders are queued and fulfilled by Contractor every 24-hours

The ad-hoc reporting features outlined in the Admin Panel above are the only reporting services to be provided in connection with the Form 1095-B and 1099-HC Microsite Solution Services. The Form 1095-B and 1099-HC Microsite Solution Services must not include the use of Google Analytics to track and report on industry standard elements such as total pageviews, unique pageviews, conversions, and demographic information. No EOHHS data or information used or provided as part of the services under this Task Order shall be permitted to be used in connection with any offering that includes Google Analytics as an offering component.

c. Databases A relational database, which contains all the elements needed to deliver the Form 1095-B and 1099-HC Microsite Solution, will be managed by the Contractor and used to power the Form 1095-B and 1099-HC Microsite Solution and associated batch processes. There will be a complete change log history maintained for all actions made within the Form 1095-B and 1099-HC Microsite Solution. Upon written request of EOHHS, or periodically as agreed by the parties, the Contractor shall provide to EOHHS such change log history data, as well as any other data generated by the Form 1095-B and 1099-HC Microsite Solution, in a mutually-agreed-upon format.

d. Secure Sockets Layer (SSL) Certificates SSL certificates will be utilized in the networking and computing environment to create an encrypted connection for all users of the Form 1095-B and 1099-HC Microsite Solution.

e. Hosting Services, Privacy and Encryption The Form 1095-B and 1099-HC Microsite Solution will be hosted within the Amazon Web Services (AWS) cloud environment with multiple regions for redundancy. The Form 1095-B and 1099-HC Microsite Solution will have a 99.9% uptime guarantee, with the exception of maintenance periods. However, there are no scheduled maintenance period since, as discussed above, this is a redundant environment which allows for normal maintenance without affect to the Form 1095-B and 1099-HC Microsite Solution. All Form 1095-B and 1099-HC Microsite Solution systems within the cloud environment will be maintained and monitored 24x7x365, ensuring the operating system and service software are regularly updated through automatic updates. For clarity, there are no EOHHS or user standard system requirements relative to its use of the Form 1095-B and 1099-HC Microsite Solution, as there is only file exchange. Ad hoc patching will occur as necessary. Notice of scheduled maintenance will be communicated with at least seven business days’ notice, and critical zero-day threat maintenance will be communicated as soon as practically possible, with the recognition by Contractor that system protection is of paramount importance. The Contractor will provide all notices to the EOHHS Project Lead assigned as outlined below, and such other EOHHS personnel as reasonably requested by the EOHHS Project Lead in writing.

While members cannot contact Contractor for Form 1095-B and 1099-HC Microsite Solution support, but rather will be directed to contact EOHHS, Contractor shall have a support email box in the event EOHHS staff need to contact Contractor for Form 1095-B and 1099-HC Microsite Solution systems support or issues.

The Form 1095-B and 1099-HC Microsite Solution environment is protected by redundant edge firewalls and redundant load balancers that are terminated directly at the server so that traffic is encrypted in transit throughout the full traffic path. Amazon’s system monitoring is also utilized to recognize service degradation before it causes an issue.

All data stored on these systems as part of the Form 1095-B and 1099-HC Microsite Solution will be fully encrypted in transit and at rest with industry standard best practices.

f. Additional Terms for the Form 1095-B and 1099-HC Microsite Solution Services

The following terms shall only apply to the Form 1095-B and 1099-HC Microsite Solution Services:

i. Further to Section 2.2.E of the Task Order, the Form 1095-B and 1099-HC Microsite (including, without limitation the Custom URL) shall be and remain the property of EOHHS. EOHHS, for itself and its users, shall have the rights to use and access the Solution for the duration of the Term.

ii. The Form 1095-B and 1099-HC Microsite Solution is a standalone application and does not connect to or interface with any existing Commonwealth, EOHHS or MassHealth systems.

iii. Contractor represents and warrants that the Form 1095-B and 1099-HC Microsite Solution complies with all applicable state and federal laws for each Tax Year. Contractor also represents and warrants that its provision of the Form 1095-B and 1099-HC Microsite Solution and related enhanced mailing and delivery services complies with the obligations set forth in Attachment F: Data Management and Confidentiality Agreement.

g. Project Schedule

The Form 1095-B and 1099-HC Microsite Solution for the new tax year will be fully operational within the first two weeks of January of each year and shall remain live and accessible with each Tax Year’s information through the life of the contract.

Upon completion of the creation of the Form 1095-B and 1099-HC Microsite Solution and prior to ‘go-live’ or use by EOHHS users in a production environment, Contractor will, in writing, notify EOHHS (the EOHHS Project Lead) of completion of the Form 1095-B and 1099-HC Microsite Solution and request acceptance thereof. Within five working days of its receipt of such notice, EOHHS will notify Contractor, in writing, of the acceptance or rejection of the Form 1095-B and 1099-HC Microsite Solution based on its conformance to the criteria specified herein. Any rejection will include a written description of the defects of the Form 1095-B and 1099-HC Microsite. If EOHHS rejects the Form 1095-B and 1099-HC Microsite Solution, Contractor will, upon receipt of such rejection, act diligently to correct the specified defects and deliver an updated version of the Form 1095-B and 1099-HC Microsite Solution to EOHHS at no additional cost to EOHHS. EOHHS will then have an additional five business days from receipt of the updated Form 1095-B and 1099-HC Microsite Solution to notify Contractor, in writing, of the acceptance or rejection of the updated Form 1095-B and 1099-HC Microsite Solution. Any such rejections will include a description of the way in which the updated Form 1095-B and 1099-HC Microsite Solution fails to correct the previously reported deficiency and the process set forth in this paragraph shall be repeated until the Form 1095-B and 1099-HC Microsite Solution is accepted. Following any acceptance of the Form 1095-B and 1099-HC Microsite Solution which requires additional work to be entirely compliant with the pertinent specifications, and until the next delivery, Contractor will use reasonable efforts to provide a prompt correction or workaround.

The daily response with on demand print, mail and fulfillment services to users as described in 2.2.E.1.b.ii will commence in January of each tax year and remain available for the life of the contract.

2. Form 1095-B and 1099-HC Print and Mail Services

The Contractor must provide EOHHS a two-part Print and Mail Service to facilitate the mailing of Form 1095-B and 1099-HC to members, as applicable. Forms 1095-B and 1099-HC must be mailed to all members eligible to receive them. To affect the 1095-B and 1099-HC Print and Mail Services, EOHHS will deliver a secure file to Contractor that contains the member information to facilitate the Form 1095-B and 1099-HC mailing to members by the Contractor.

January 31 Annual Deadline Mailing: Files to be received in preferred format at the predetermined dates for testing, and for final production.

Contractor shall print approximately 1,905,000 1095-B and approximately 300,000 1099-HC variable forms with matching variable cover letter or name and address sheet with babel sheet into a #10 security window envelope, mailed first class.

Forms must be mailed no later than January 31st of each year.

Section 3. EOHHS Responsibilities

EOHHS shall:

A. Make best efforts to provide the Contractor with any information needed to accomplish the activities outlined in this contract and within EOHHS’s control, in a timely manner.

B. Review, request modifications, and approve the Contractor’s reports and deliverables in a timely manner.

C. Review, request modifications, and approve the Contractor’s workplan for each job in a timely manner.

D. Provide the Contractor with artwork for publications.

E. Review, request modifications, and approve the Contractor’s proofs in a timely manner.

F. Provide mail data files in CSV, Excel, XML, or other electronic formats.

G. Provide reasonable notice to the Contractor prior to an unscheduled request for delivery of materials.

H. Solely in connection with the creation of the Form 1095-B and 1099-HC Microsite, EOHHS shall:

1. Designate an EOHHS Project Lead. This person will be the singular authority who will approve (accept) the Form 1095-B and 1099-HC Microsite Solution, as well as request changes to scope or functionality as set forth in this Task Order.

2. Designate a Project Team. This is a group of EOHHS team members who have a business stake in the program. Every effort will be made to include them in presentations and project reviews; however, unlike the EOHHS Project Lead, the presence or approval of these individuals will not be required to move the project forward.

3. Copy assets for all pages of the Form 1095-B and 1099-HC Microsite.

4. Complete database in pipe-delimited format for all members who will access the Form 1095-B and 1099-HC Microsite.

5. Designate two Admin Accounts who will create and deploy other accounts for the Admin Panel as necessary.

6. Provide access to specific administrators identified by EOHHS, as EOHHS will need to work collaboratively with the Contractor to address questions or work through ideas for best deployment or experience, as well as gather feedback during all phases of this engagement.

7. Provide timely feedback during all processes.

8. Pay the Contractor in accordance with Section 4.

Section 4. Billing and Payment Subject to the Contractor’s satisfactory performance and receipt of all necessary state and federal approvals and availability of funds, EOHHS will pay the Contractor in accordance with this Section 4. All payments under this Task Order will be made in accordance with the Commonwealth’s Bill Paying Policy. EOHHS makes no guarantee that any commodities or services will be purchased under this Task Order.

Payment is based on a fixed per-unit price for a varied amount of copies of each of the items listed in Attachment [ ]: Price List. “Unit” in this context means one copy of a finished publication. The per-unit price is comprehensive and includes all costs associated with printing, binding and finishing, and warehousing. This comprehensive unit cost includes the cost of shipments to MassHealth central and field offices, the MassHealth customer service center, and Executive Office of Technology Services and Security (EOTSS)–currently 10 offices (as specified in the print request). This will be the sole compensation for the services described in this Task Order. No additional charges will be paid except the actual cost of shipments to other locations.

4.1 Payment

EOHHS will pay for services under this Task Order in accordance with this Task Order, the fixed per-unit price for each of the products listed in Attachment [ ]: Price List, and the Print, Copy & Mail Services and Printed Promotional Products Statewide Contract OFF48. Payment for jobs not listed in Attachment [ ]: Price List will be determined by quote.

4.2 Invoicing

The Contractor must invoice at production for services provided in accordance with this Task Order, the Attachment [ ]: Price List, and Statewide Contract OFF48 for Print, Copy & Mail Services and Printed Promotional Products.

1.

A. The Contractor must maintain and provide appropriate back-up documentation in order for invoices to be paid. Depending on the nature of the job, the following documents must support each invoice:

1. Order or print request form;

2. Pricing quote;

3. Signed quote authorizing project;

4. Postage receipt;

5. Proof of delivery; and

6. Samples.

B. The Contractor must invoice EOHHS as follows:

1. All invoices must be in a form, format, and frequency as reasonably specified by EOHHS.

2. EOHHS will review invoices submitted by the Contractor and will approve or request modifications to such invoices as determined appropriate by EOHHS.

3. Any payment made by EOHHS for an approved invoice will be full and final payment for all services included on such invoice.

Section 5. General Terms and Conditions

5.1 Notification of Administrative Change

The Contractor shall notify EOHHS in writing no later than thirty days prior to any change affecting its organization or its performance of Task Order responsibilities. If a change in business structure is contemplated, the Contractor shall provide a minimum of three months’ notice to EOHHS.

5.2 Assignment

The Contractor shall not assign or transfer any right or interest in this Task Order to any successor entity or other entity without the prior written consent of EOHHS and the Operational Services Division (OSD).

5.3 Independent Contractors

The Contractor, its employees, subcontractors, and any other of its agents in the performance of this Task Order, shall act in an independent capacity and not as officers or employees of EOHHS or the Commonwealth of Massachusetts.

5.4 Prohibited Activities and Conflict of Interest

The Contractor represents that no person who is an owner, employee, consultant, or Teaming Partner or Subcontractor of the Contractor, has been debarred by any federal agency, excluded from participation in a program under Titles XVIII, XIX, or XXI of the Social Security Act, or subjected to a civil money penalty under the Social Security Act.

A. The Contractor shall not have any interest that conflicts with the performance of services under the Task Order, or any interest that may otherwise be anticompetitive, as determined by EOHHS, for the duration of the Task Order.

B. The Contractor certifies and agrees that it, its subsidiaries, employees, affiliates, subcontractors, owners, consultants, and those who have a contract with the Contractor shall:

1. Except as otherwise required under the Task Order, at all times during the term of the Contract, including all option periods exercised by EOHHS, not have or represent any interest that may, directly or indirectly, conflict with, interfere with, or be adverse to EOHHS or to the performance of services under the Contract;

2. Except as otherwise required under the Task Order, at all times during the term of the Contract, including all option periods exercised by EOHHS, and thereafter, not use information obtained in the course of its performance of services under this Task Order in a manner that may, directly or indirectly, conflict with, interfere with, or be adverse to EOHHS or to the performance of services under the Contract;

3. When determined appropriate by EOHHS, assist EOHHS in resolving potentially conflicting interests that arise under this Task Order;

4. Not have been excluded from participation in the program under Titles XVIII, XXI or XIX of the Social Security Act or debarred by any federal agency, or subject to a civil money penalty under the Social Security Act; and

Not have any direct or indirect financial interest with entities that may be impacted by the results of the services performed under this Task Order, including without limitation, any participating MassHealth managed care contractor.

5.5 Confidentiality

The Contractor shall comply with the Data Management and Confidentiality Agreement attached as Attachment F.

5.6 Compliance with Laws and Other Terms

A. The Contractor shall comply with all applicable statutes, orders, and regulations promulgated by any federal, state, municipal, or other governmental authority relating to its property or its operations under the terms of this Task Order. EOHHS may unilaterally amend this agreement in order to ensure compliance with such laws and regulations.

B. The Contractor shall promptly execute and comply with any amendment to this Task Order that EOHHS determines is necessary to ensure compliance with all applicable federal and state statutes and regulations and any federal waivers.

5.7 Anti-Boycott Covenant

During the time this Task Order is in effect, neither the Contractor nor any affiliated company, as hereafter defined, shall participate in or cooperate with an international boycott, as defined in Section 999(b)(3) and (4) of the Internal Revenue Code of 1954, as amended, or engage in conduct declared to be unlawful by M.G.L. c. 151E, § 2. Without limiting such other rights as it may have, EOHHS shall be entitled to rescind this Task Order in the event of noncompliance with this section.