Attachment A - Requirements.xlsx
XLSX spreadsheet 58 KB Posted
- Attached to
- Unemployment Insurance System Development
- Solicitation number
- S000000036
- Issued by
- Pulaski County, Arkansas
About this file
This document is the Requirements Attachment A for the Unemployment Insurance System Development RFP #S000000036 issued by the Arkansas Department of Workforce Services (ADWS). The RFP seeks the development of a comprehensive unemployment insurance system that will provide functionality for employer registration, account management, contribution and wage reporting, tax rate calculation, field audits, collections, claims intake, claims management, benefit payments, appeals, fraud detection, and federal reporting. The system must interface with various state and federal systems and provide self-service capabilities for claimants, employers, and third-party administrators. Key technical requirements include creating a modern web application using .NET and SQL Server, secure hosting, compliance with 508 accessibility standards, and flexibility for customization and integration with existing systems.
The RFP also includes detailed system requirements across various functional areas such as user experience, data validation, workflow management, security, auditing, and reporting. The system must meet all applicable state and federal compliance requirements, including support for DOL and state audits. Pricing and funding details are not provided, but the RFP indicates the need for a flexible and adaptable solution that can quickly respond to changes and emergency programs.
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Other files
| File | Type | Posted |
|---|---|---|
| Revised MAP RFP-S000000036 ~3.pdf | ||
| S000000036 Revised Official Soliciation Price Sheet.xlsx | XLSX spreadsheet | |
| MAP RFP Response Packet-S000000036.docx | DOCX document | |
| MAP RFP S000000036 Q & A.pdf | ||
| contgrantform~2.pdf | ||
| S000000036 Bidders Conference.pdf |
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Functional Requirements
| Arkansas Department of Workforce Services |
| Unemployment Insurance System Development |
| RFP #: S000000036 |
| Attachment A - Requirements |
Directions: The table below provides the functional requirements for the solution.
High Level Functional Requirements
Function
| No. | General Requirements | |
| Employer Registration | ||
| 1 | System must allow Employers/TPAs to register online (self-service) capture relevant information to establish UI subjectivity, determine contribution rate and view estimated contribution, liability, desired method(s) of contact and designated address’ for correspondence. | |
| 2 | System must be able to identify all accounts as Pending, that were established that have not met liability and update the liability based on DWS business rules | |
| 3 | System must generate and submit notice to employers of claims filed; must include a dashboard to include metrics and notifications; allow for management of claims; distinguish between fraud and improper payments; monitor week after waiting week payments; provide notice of claims filed and easy access to notice of claims filed and all relevant correspondence related to such claims such as employment and wage detail reports, and charge details. | |
| 4 | System must allow for multiple individuals who can access the account, each assigned to different roles, with different access rights, and with unique contact information. | |
| 5 | System must flag exceptions for manual review and Staff corrections (e.g. a first employment date greater than six months old will generate a work assignment.) | |
| 6 | System must include all functionality necessary to identify potential SUTA dumping cases (currently SUTA Dumping Detection Software (SDDS)). The Offeror must describe how the System crossmatches Employer records and quarterly wage data to identify Employers who meet the criteria for potential SUTA dumping as well as how the System tracks and maintains those flagged records through to completion | |
| 7 | System must provide comprehensive, flexible, integrated training, assistance, and help options for employers, such as via videos, suggestions; the same quality level of training, assistance, and help as for claimants. | |
| Manage Employer Accounts | ||
| 8 | System must provide Staff with easily accessible records of current and past correspondence that has been cataloged. Provide a search function to retrieve any relevant correspondence with an employer or their TPA (e.g., employer charge statements, monetary determinations, 940 certifications and other employee specific inquiries and information, rate notices, etc.). | |
| 9 | System must allow staff to establish employer accounts and perform account maintenance including but not limited to registration, determination, suspense, closings, transferring payments, reports, wage items, penalty and interest adjustments, establish predecessor/successor relationships, closing and reactivating account, etc. | |
| 10 | System must allow Staff to reinstate inactive accounts and apply a new rate. | |
| 11 | System must allow Staff and Employers/TPAs (self-service) to update account information based on DWS business rules. | |
| Contribution and Wage Reporting | ||
| 12 | System must include Employer case management functionality, such as to allow Employers/TPAs to upload contribution and wage reports via secure Employer Portal or FTP option (in existing contribution and wage format) and allow for Zero Wage, Supplemental, 515 Wage and Adjusted reports per ADWS business rules. | |
| 13 | System must be able to flag an Employer who is permitted to submit non-electronic tax payments (electronic hardship) and must automatically provide paper voucher to those Employers. | |
| 14 | System must compare reported Arkansas Total Taxable Wage amount with system calculated amount and require Employers/TPAs to resolve discrepancy or confirm the amount (i.e. multi-state employment, unreported acquisition with predecessor wages, etc.) prior to processing | |
| 15 | System must allow Staff to prevent Employers/TPAs from modifying certain wage data based on ADWS business rules. | |
| 16 | System must allow Employers/TPAs to submit payments via ACH, and credit card processes. | |
| 17 | System must interface with ICON and other state unemployment programs via combined wage documentation to properly generate the reporting of out-of-state wages via interstate responses to populate timely into wage determinations. | |
| Employer Accounting | ||
| 18 | System must provide for all activities required to view and process accounting transactions including but not limited to posting of contribution reports, payments, processing of refunds, ledger and sub ledger posting and bank reconciliations. | |
| 19 | System must provide a full audit trail for accounting adjustments as well as all changes to an Employer’s account (e.g. ownership, status, etc.). | |
| 20 | System must upload and process Wage Record adjustments or allow Staff to process adjustments or transfers manually, one or many, in real-time and calculate taxable wages, taxes, penalties, and interest. | |
| 21 | System must generate Staff assignments, based on ADWS business rules, to review Employer/TPA initiated transactions and notify the Employer/TPA that the transaction will be reviewed. | |
| 22 | System must provide user-friendly payment plans and processing system for Employers, or their TPAs, including, but not limited to, allowing automatic payments established for installment payments on a payment plan, providing the ability for an authorized user to redistribute employer payments including voluntary contributions, and link data in related employer accounts to new employer accounts. | |
| Tax Rate Calculation | ||
| 23 | System must automatically calculate, recalculate, and assign tax rates based on ADWS business rules and statutes. | |
| 24 | System must validate, update, and process all data for experience rating calculation (e.g., benefit charges, delinquencies, contributions, taxes paid, average annual payroll, successorships, group accounts, contribution rate adjustments based on trust fund balance, etc.) based on ADWS business rules and statutes. | |
| 25 | System must process multiple transactions on the same day based on order of precedence. | |
| 26 | System must allow Staff to override shared rate information between predecessor and successor accounts for partial acquisitions and transfer of taxable wages. | |
| 27 | System must process voluntary payments fand apply payments to the Employer account for the purpose of lowering their Base Tax Rate. | |
| 28 | System must allow Employers/TPAs to easily view the Employer’s UI contribution rate notice and request a review. | |
| 29 | System must allow TPAs to extract a rate file for multiple Employer accounts. | |
| 30 | System must generate fund source statement and reimbursable funds statement (listing of all the Claimants) to the appropriate state agencies quarterly and Traditional Reimbursing Employers quarterly for Advance payments and yearly for the Year End Balance based on ADWS business rules. | |
| Field Audit and Misc. Investigations | ||
| 31 | System must include all functionality necessary to randomly select Employer to be audited as well as targeted selection based on employer account characteristics and 515 Investigation results. | |
| 32 | System must track completion status of audit tasks against USDOL audit guidelines. | |
| 33 | System must track audit process, capture history of correspondence, and appropriately update employer account from selection through the appeal process. | |
| 34 | System must provide a comprehensive field audit program to be executed in coordination with central office activities and other unemployment insurance field undertakings to efficiently ensure compliance with State Unemployment Compensation law and timely collection of taxes on an equitable basis. | |
| 35 | System must generate an audit assignment when the 515 Liability letter appeal period has passed. | |
| 36 | System must post outcome of 515 investigations to both the tax and claimant service files. | |
| Delinquent Accounts and Collections | ||
| 37 | System must determine if outstanding reports are delinquent and/or outstanding amounts are due and initiate delinquent and collection processes and generate notices per business rules (e.g. delinquent notices, assessments, subpoenas, billing statements, liens, garnishments, etc.). | |
| 38 | System must allow authorized Staff to hold, override, stop, suspend, or escalate the collection process at any time in the process. | |
| 39 | System must provide the ability to electronically interface with the U.S. Bankruptcy Courts Centralized Electronic Bankruptcy Notifying (EBN) and the Public Access to Case Electronic Records (PACER) systems to identify and receive notification and updates of bankruptcy filings for Arkansas debtors. | |
| 40 | System must update, process bankruptcy data (e.g., bankruptcy type, dates, discharges, dismissals, "freeze" collection activity, etc.) and update accounts based on ADWS business rules. | |
| 41 | System must maintain the predecessor(s) debt(s) and relate the predecessor debt(s) to the successor's account(s)per the percentage of account experience that was transferred from predecessor(s) to successor(s). | |
| 42 | System must process and secure all FTI, follow audit requirements and be compliant with all other TOP and IRS Publication 1075 security requirements necessary to allow Arkansas to participate in TOP. | |
| Tax Performance System (TPS) and Data Validation (DV) | ||
| 43 | System must select the universe and samples from the universe based on random numbers provided by DOL and ensure that the data conforms to DOL format as defined in ET Handbook 407. | |
| 44 | System must retrieve source documents and Employer account information for Staff to review and track audit progress. | |
| 45 | System must allow Staff to enter DV search parameters and ensure data conforms to DOL format as defined in ET Handbook 361 and allow staff to verify sample transactions. | |
| 46 | System must create extract files and load into DOL SUN system. | |
| Financial and Trust Fund Management | ||
| 47 | System must provide for all Trust Fund management activities including but not limited to drawdown estimates, transfer of funds from the clearing account to the unemployment trust fund account, unemployment trust fund account to the benefit payment account, transfer between programs, bank tracer numbers to ACH credit payments and interest and penalties to the penalty and interest Accounts. | |
| 48 | System must perform all required reconciliations including but not limited to Clearing Bank Account, Benefit Payment Account, Clearing Account and Trust Fund, Reimbursable Ledger Balances to Billings, etc. | |
| 49 | System must allow Staff to make direct journal entries to general ledger and sub ledger accounts to record transactions that are not part of the normal day-to-day transactions and correct errors. | |
| 50 | System must compare all accounting transactions between Comptroller and System. | |
| LMI/BLS | ||
| 51 | System must extract and compile all data necessary to complete the Quarterly Census of Employment and Wages (QCEW) process. | |
| 52 | System must extract and compile all data necessary to complete the Local area Unemployment Statistics (LAUS) process. | |
| 54 | System must allow staff to run ad hoc Structured Query Language (SQL) queries and other extracts necessary to support LMI/BLS activities. | |
| Benefits Claims Intake | ||
| 55 | System must provide an unemployment benefits claim process that enables claimants to apply for benefits which maximizes data validation and standardization, pre-fills information where feasible and maximizes integrity and identity checks as early in the process as possible. | |
| 56 | System must include an immediate interface with wage reporting database to ensure correct employers identified as base period employers for eligibility and charging purposes and provide estimate of the calculation of potential benefits based on these wages. | |
| 57 | System must seamlessly initiate monetary and nonmonetary eligibility determination(s) and enrollment into re-employment services available to the claimant. | |
| 58 | System must provide confirmation of claim validity against all Federally recommended sources, including fraud detection measures which ensure that the claimant is a legitimate claimant, using automated checks (e.g., NASWA Integrity Data Hub, ICON, SSA, Systematic Alien Verification for Entitlements [SAVE], SIDES, Federal and state incarceration crossmatch, etc.). | |
| 59 | System must provide functionality to use dynamic questioning to determine the appropriate program and claim type (regular UI, federal (UCFE), military (UCX) combined wage claim, (CWC), Interstate Liable (IB-Liable), Interstate Agent, Trade Readjustment Assistance (TRA), Disaster Unemployment Assistance (DUA), Extended Benefits (EB), Workshare, and any other emergency benefits program. | |
| 60 | System must interface with all ICON applications for claims intake/processing, benefit charges/billing, etc. (e.g., SID, IBIQ, IB4, IB5, IB6), the Federal Claim Control Center, and the new FSDES site. | |
| 61 | System must process claims using alternate base period wages. | |
| 62 | System must allow Staff to modify data such as fact finding and last employer information. NOTE system must retain original data provided by the Claimant and/or Employer and allow Staff to add to that information. | |
| 63 | System must create fact-finding patterned after current fact-finding questionnaires. | |
| 64 | System must allow authorized staff to create and maintain all Federal and State UI Programs (e.g., DUA, TRA, Shared Work, EUC, State and Federal EB). NOTE: RTAA/ATAA eligibility determination and case management will continue to be conducted in Arkansas Job Link. | |
| 65 | System must interface with Arkansas Job Link (AJL) to demonstrate how the Claimant met work search requirements. | |
| 66 | System must automatically establish the new (transitional) claim for benefits when the benefit year has ended with the current weekly claim. | |
| 67 | System must provide the ability to file, process, and determine eligibility for UC using the mass claims program based upon business rules. | |
| Manage Claims | ||
| 68 | System must provide authorized Staff with the ability to perform maintenance updates throughout the lifecycle of the claim such as the ability to manually hold and release payments and to manually update and change payment method. | |
| 69 | System must allow Staff, Employer and Authorized TPA’s to view, update, or delete chargeback address, designated claims address, physical address, or other addresses. | |
| 70 | System must allow Claimant to request payment of waiting week. | |
| 71 | System must allow authorized Staff to create, update, activate/inactivate records and to access and recover an archived claim and claimant account information. | |
| 72 | System must allow authorized Staff to substitute the Claimant’s base period quarters with quarters immediately preceding the period in which the Claimant received workers’ compensation or indemnity insurance benefits. | |
| 73 | System must preserve the integrity of a fraudulent claim while allowing the true identity holder to file a valid claim (called “Pseudo Claims”). | |
| 74 | System must provide the ability for Staff to view benefit estimates based on adjusted eligibility factors (e.g., base period). | |
| Non-Monetary Determinations | ||
| 75 | System must include a comprehensive suite of non-monetary issue creation and resolution and reconsiderations, including conditional fact-finding (that can be completed by staff, Claimants, Employers and TPAs) patterned after current fact-finding questionnaires and supporting two-party fact- finding interviews; prevention of duplicate issues (e.g., same claimant, same issue identifier, same period, same employer, same separation date); decisions issued conforming with ADWS and USDOL established guidelines on what constitutes a “quality nonmonetary decision”. | |
| Weekly Claim Certifications | ||
| 76 | System must allow Claimants to request payments by providing any necessary information and integrating information provided during the certification process with the eligibility, enrollment, and utilization of re-employment services, and work search requirements. | |
| 77 | System must allow for customization of the claim certification questions via online and interactive voice response system for different claimant unemployment statuses and programs such as claimants returning to work within a set period of time, members of a Union, enrolled in approved training (including TAA/TRA trade programs), Extended Benefits, and Disaster Unemployment Assistance. | |
| 78 | System must capture 1099 employer information and create a 515-wage investigation for AR Tax when 1099 or contract labor is reported. | |
| 79 | System must allow self-employed Claimants to enter hours worked without earnings to account for when work is performed and commission is paid. | |
| 80 | System must accommodate English, Spanish, Laotian, Vietnamese and Marshallese and other languages by law or business rules. | |
| 81 | System must allow for a biweekly claiming cycle with exceptions for one-week, late filing, and back dated claim certifications. | |
| Benfit Payments | ||
| 82 | System must ensure eligible, undisputed claims are processed and payments issued within legally mandated time frames via either prepaid debit card or ACH deposits. | |
| 83 | System must provide claimants and Staff with easily accessible records of current and past benefit payments along with a view of the processing status and payment status while the payment is in process along with any tax reporting (e.g., 1099-G, etc.). | |
| 84 | System must process child support stop and adjustment notices received from Office of Child Support Enforcement. | |
| 85 | System must verify funds balance for Tax (not needed for Benefits) and move money if necessary. | |
| 86 | System must create journal vouchers, generate warrants, and interface with Arkansas Administrative Statewide Information System (AASIS) for Benefits overpayment refunds and other programs (TAA vendor payments) with local printing for Benefits warrants. | |
| 87 | System must allow Staff to cancel/pull refunds and reverse all accounting entries. | |
| Benefit Charging | ||
| 88 | System must identify benefit charges, no-charges, and reimbursements for claims, allow Employers to view estimates of charges and/or reimbursements, and have ability to review and protest any benefit charges against their account. | |
| 89 | System must automatically relieve charges on a subsequent claim for any wages earned during the period of employment for which the employer was granted relief from benefit charges and must correctly assess charges when a wage suppression determination has been issued. | |
| 90 | System must accept and process benefit charge and reimbursement protests to in-house adjudication. | |
| 91 | System must allow employer to upload supporting documentation and link to benefit charge or reimbursement protest. | |
| Benefit Inquiries | ||
| 92 | System must allow Claimants to view details regarding their current claim (e.g., effective date, ending date, applied benefit amount, maximum benefit amount, gross weekly benefit amount, balance, payments, claim status). | |
| 93 | System must provide information to Staff in a concise manner, allowing Staff to dive down for additional details and a summary page so Staff can see the entire Claimant record for all program types. | |
| Benefits Performance | ||
| 94 | System must allow Staff to audit UI claims in the Benefits Accuracy Measurement (BAM) Program, to conduct quarterly Benefits Timeliness and Quality Reviews, to perform quarterly Lower Authority Appeals Quality Reviews, to allow USDOL to conduct Federal program audit reviews, and to conduct internal reviews of adjudication evaluation and hot line quarterly audits. | |
| Federal Reporting | ||
| 95 | System must generate all required Federal reports. | |
| Reporting | ||
| 96 | System must provide automated, integrated report generation capabilities, including ad hoc reporting capabilities manipulable by business/DWS staff users. This includes features such as designing, customizing, testing, saving, maintaining, sharing, scheduling, and distributing reports. This includes as many as two hundred (200) or more existing reports, forms, and letters. | |
| Interfaces and Integrations | ||
| 97 | System must interface with as many as fifty (50) or more related and stakeholder systems, such as third party vendors fraud services, federal agencies, ICON, IDH, SIDES, Arkansas intra agency systems, and other state agencies including workforce systems to provide a comprehensive and integrated experience for employers and individuals from unemployment through re-employment including training options. | |
| Data Sharing | ||
| 98 | System must allow outside entities to have limited access by role-based access control to ADWS data and track usage, such as at least by each entity and user ID, notifying ADWS of any attempts to access data not covered by data sharing agreements. | |
| Appeals | ||
| 99 | System must include a comprehensive Appeals Management system including acceptance of appeals filed by multiple methods (by both Claimants and Employers (Employers for both Benefits and UI Tax Decisions)); scheduling resources; work item creation for Benefits and Tax staff when actions are needed; case management and workflow functionality; routing between appropriate departments; dashboard view for Hearing Officers that includes caseload and timelapse information; metrics/management reporting; functionality to encourage decision consistency; interfacing with current Arkansas Docketing System/CMS (fax manager), Telephone Conferencing system, and functionality to permit hearing participation via video conference. | |
| 100 | System must recognize the electronic identifier (such as barcode) and place all required information in the fields so the images can be processed to the correct claim record. NOTE: if the electronic identifier cannot be read, the system must allow the information to be manually entered. | |
| 101 | System must allow Staff to electronically mark exhibits in the CMS. Standard margins and a 12-pt font are acceptable. This must be compatible with the requirements for the Court of Appeals. This applies to the entire hearing packet. | |
| 102 | System must not allow a UI Tax Assignment to be closed until 30 calendar days after a decision is rendered and all account actions are completed (adjustments, rate changes, etc.). | |
| Benefits Integrity and Fraud Detection | ||
| 103 | System must include a comprehensive suite of program integrity checks compliant with state and federal statutes and best practices including, but not limited to, improper payments. | |
| 104 | System must include a comprehensive suite of fraud detection and identity validations throughout the life cycle of a user’s engagement with the ADWS, including but not limited to validation of identities, financial information (ACH, credit card, debit card), online interaction details (e.g., IP address, time on page), and other program integrity checks and the ability to integrate external vendors of anti-fraud or identity verification services. Including comprehensive performance reporting and configurable as rules, checks, or required integrations may change. Data elements supporting the suite should be easily available for external data analytics and ability to detect high risk activity from internal ADWS staff. | |
| 105 | System must allow for nudges (behavioral economics) at various points in the claims process including just in time information. | |
| 106 | System must perform crossmatches (state and federal incarceration, death, SDNH/NDNH, Wage Benefit, Integrity Data Hub, State employees (including ADWS)). | |
| 107 | For SDNH/NDNH and Wage Benefit crossmatches – system must |
Create non-monetary assignment based on business rules Generate and distribute Earnings Verification letter to Employer and Potential Fraud Claimant Contact Request Allow Employer to submit Earnings Verification response for requested weeks and any subsequent weeks provided by the Employer; and submit earnings by type (regular wages, additional pay, vacation/PTO, etc.).
| Unemployment Benefits Over-Payments and Collections | |
| 108 | System must provide comprehensive over-payment collections suite from original notice of over-payment debt to a payment options (ACH, credit card, payment agreements, etc.) and options to various collections strategies and implementation of legal options such as but not limited to liens, levies, wage garnishments, offset State and Federal tax refunds, IRORA offsets, offset continuing payments, etc., including a rules-based collections prioritization of pay-back in order of precedence. |
| 109 | System must be compliant with all TOP and IRS Publication 1075 security requirements enabling the Agency to recoup eligible debts via TOP. |
| 110 | System must allow staff to waive overpayments, write-off overpayments, offsets, put collection of overpayments on hold, transfer overpayments based on appeal or court ordered (jointly and severally), and issue refunds. |
System Requirements
| Arkansas Department of Workforce Services |
| Unemployment Insurance System Development |
| RFP #: S000000036 |
| Attachment A - Requirements |
Directions: The table below provides the system requirements for the solution.
High Level System Requirements
Function
| No. | General Requirements |
| System Requirements | |
| 1 | System must be user friendly (such as easy flow through the process, intuitive, plain language, simple to read (8th grade reading level), easy to use, direct questioning, video tutorials/help text/chatbot); for claimants, ADWS employees, other stakeholder users, and, as appropriate, employers. |
| 2 | System must interface with a business intelligence or network traffic monitoring tool and flag claims. |
| 3 | System must allow authorized Staff to print all claims activity and documents. |
| 4 | System must have an inquiry screen that can overlay part of the screen to verify various information (e.g. in current system wages by quarter (IWAGE) over the top of the CREVIEW screen to verify reported wages by claimant). |
| 5 | System must provide Navigation buttons and menu that allows users to within application based on business rules |
| Manage Program Data- Includes but not limited to: | |
| 6 | System must allow authorized staff, (role based as determined by ADWS) to create and maintain Monetary benefit calculations. |
| 7 | System must allow authorized staff to create and maintain Fact finding question sets. |
| 8 | System must allow authorized staff to maintain holiday dates and ACH dates for when the agency is closed and the banks are open, and for when banks are closed, and the agency is open. |
| Data Validation-Includes but not limited to: | |
| 9 | System must validate that data is entered or selected into a field correctly, based on the characteristics and validations for the specific field and type. |
| 10 | System must verify existence of addresses in real-time during address entry to ensure valid addresses are captured. As an address is being typed, suggestions to auto complete the address must be provided immediately. Verify claimant and employer against any data store to which the system has access. |
| 11 | System must accept addresses for domestic and international destinations. |
| 12 | System must provide Clear messaging related to failed validations and failed addresses. |
| Database Queries-Includes but not limited to: | |
| 13 | System must allow authorized staff to run pre-defined and ad hoc queries and reports without denigrating performance in the production environment. |
| 14 | System must run queries and reports on a scheduled or user on-demand, designated basis, and present output in a user defined manner for authorized Staff. |
| 15 | System must allow authorized Staff to execute and export the query results in multiple formats, including but not limited to csv, xls, txt, xml, html, and pdf. |
| Workflow | |
| 16 | System must support integrated workflows for all areas within UI that includes but not limited to the following: |
| Ability for authorized Staff to select, create and/or modify workflows, templates, and processes for business processes as appropriate without programming changes. | |
| System must provide an administrative tool with multiple authorization levels for users to distribute work items and automatically assign/reassign/reopen, to groups, individuals and queues, selected work items based on skill-based routing, balancing workload, and business rules. | |
| System must provide real-time and on demand status updates and reminders (including on-screen and email alerts) and track time at the activity level up to and including the entire workflow. | |
| System must provide visual dashboards and comprehensive standard reports on workflow, as well as ad hoc reporting tools, to manage Staff and measure productivity (metrics). | |
| System must provide the ability to associate objects and metadata with workflow tasks, for example, tagging a claim or tagging uploaded documents to an employer account, audit file or other investigation. | |
| System must allow Staff to access claim and account data in the system directly from the workflow items. | |
| Self-Service-Includes but not limited to: | |
| 17 | System must provide the ability for secure, online self-service access to all required functionality so that users can conduct unemployment business. |
| 18 | System must provide self-service features for Claimants, Employers, TPAs, other users and partners. |
| 19 | System must provide upload capability and confirmation. |
| System Security-Includes but not limited to: | |
| 20 | System must allow authorized Staff to create roles, define role-based access, assign permissions down to the field level, and provide a description of permissions: |
Access includes read only, read and write, full access, at a minimum Role examples include:
Role for Business administrators who can modify workflow Role for Staff who have read only permission
| 21 | System must allow authorized Staff the ability to reset user accounts. |
| 22 | System must allow authorized Staff to immediately revoke user and Staff access. |
| 23 | System must allow authorized Staff to change the access rights for users and groups to take effect at a designated time, as well as real time. |
| 24 | System must allow authorized Staff to generate a report detailing permissions. |
| 25 | System must capture and geolocate (including but not limited to country, region, city, latitude, longitude, zip code, time zone, ISP, domain, net speed, area code, weather, mobile, elevation, port), Internet Protocol (IP) addresses in all versions (including but not limited to IPv4 and IPv6) associated with self-service to assist Staff in detecting fraudulent schemes. |
| 26 | System must capture user’s computer system information. |
| Audit-Includes but not limited to: | |
| 27 | System must have a full audit trail on any access records viewed, fields update and other changes to UI data. |
| 28 | System must allow authorized Staff to search and retrieve audit trail. |
| Search and Lookup-Includes but not limited to: | |
| 29 | System must allow Staff to search content across all functional areas and data repositories. |
| 30 | System must provide search functionality including partial searches, Boolean searches, and multiple criteria; filter results; save searches; based on user permissions. |
| 31 | System must allow Staff to navigate to the selected record within the context of the search. |
| 32 | System must allow authorized Staff to search for ADWS Staff through User ID, Name, Phone Number, General Contact Information, and Current Assigned Workflow Items. |
| 33 | System must allow authorized Staff to execute and export the search results in multiple formats, including but not limited to csv, xls, txt, xml, html, and pdf. |
| 34 | System must provide support for tracking suspicious search activity. |
| 35 | System must allow authorized Staff the ability to search all data within the data retention period. |
| 36 | System must proactively determine if additional search elements are needed. |
| 37 | System must allow authorized Staff to search for reports. |
| 38 | System must ensure that system searches do not degrade system performance. |
| 39 | System must be designed for multiple user types, e.g., internal users and external users (Employers, Claimants, TPAs, other state agency users, etc.). |
| 40 | System must be designed to allow other state UI agencies to use the System. System must ensure that State data is not comingled with the Contractor’s and/or Subcontractor’s other clients’ data, and the data of each of the state is not comingled with the data of other states, through the proper application of compartmentalization security measures |
| Case Notes-Includes but not limited to: | |
| 41 | System must provide all the ability to capture and display notes (e.g., customer service notes) with at a minimum, the following features: |
Display notes in chronological order with most recent first Allow for filtering, sorting, and searching Once notes are captured, they can be added to but not overwritten or deleted. Note: Under rare circumstances a note may need to be deleted per Management approval.
| 42 | System must provide the ability to automatically generate case notes based on system events using configurable templates. |
| 43 | System must provide the ability for staff to enter mass notes related to multiple Claimant accounts. |
| 44 | The system must migrate all existingn notes to new system. |
| Dashboard-Includes but not limited to: | |
| 45 | System must present information such as text, charts, graphs, tables, alerts, workflow status, and metrics clearly. |
| 46 | System must allow users to customize their dashboards. |
| 47 | System must collect and report on data for root cause analysis to answer questions such as: |
Why are we not meeting our timeliness measures?
Filtered by claim types Filtered by Staff who worked the claim Why is a Claims Examiner (CE) closing too few cases?
| 48 | System dashboards must include the following features: Drill down ability, filters, time, comparison, actionable, alerts, export, print, advanced visualizations. |
| Code Table Maintenance-Includes but not limited to: | |
| 49 | System must allow authorized Staff to maintain code tables, examples include NAICS codes from Bureau of Labor Statistics (BLS), program codes, etc. |
| 50 | System must allow authorized business Staff to create and edit code tables, preformatted text segments, and templates to the greatest extent possible. |
| 51 | System must provide code tables that are configurable, parameter-based, and available for selection by Staff. |
| 52 | System must allow authorized business Staff to create and edit business rules to the greatest extent possible. |
| 53 | System must provide business rules that are configurable and parameter based. |
| 54 | System must allow authorized business Staff to enter and designate working/non-working days, mail/no-mail days, and process/no process payment days, into the system. System must factor in working/non-working days as well as mail/no-mail days when calculating due dates such as response times for fact finding. System must be able to recalculate previously issued due dates, which have not yet expired, when changes made to working/non-working days and/or mail/no-mail days after issuance that fall after issuance and before expiration. |
| Case Management-Includes but not limited to: | |
| 55 | System must provide an electronic case management system that at a minimum, prepopulates and allows Staff to manually add and manage case data and notes. |
| 56 | System must capture all updates made to cases, claims, and appeals (e.g., when an interested party fails to attend the appeal hearing) in the CMS. |
| 57 | System must interface with ADWS’s CMS, currently Fax Manager, or include all functionality necessary to store documents, correspondence, and related materials in a CMS. |
| Correspondence and Communications-Includes but not limited to: | |
| 58 | System must allow authorized Staff to create and modify templates and automatically generate both printed and electronic correspondence based on defined events. |
| 59 | System must prepopulate templates with data from the system and keeps a history of all template versions. |
| 60 | System must be able to (re)generate correspondence in English, Spanish, Laotian, Vietnamese and Marshallese and other languages by law or business rules. |
| 61 | System must be able to generate correspondence based on a triggering event, for example: Fact finding, a subpoena being issued once a hearing is scheduled, or tax rate notices. |
| 62 | System must capture and store data from incoming documents (both electronic and paper) such as date received, method received (electronic or paper), date postmarked and submitted, document type, sender information, etc.; scans for viruses; allow manual key entry of document information; read bar codes or similar coding to support the automated processing of the item when returned by the recipient; automatically OCR forms; handle returned mail and bad addresses; allow incoming correspondence to enter System and other workflow processes including intra- and inter-departmental transfers; and interface with CMS, such as Fax Manager, based on business rules. |
| 63 | System must include all functionality necessary to produce all outgoing correspondence and associate it with an electronic identifier. |
| 64 | System must produce both electronic (with verification of read and receipt) and paper correspondence; prefill data; include bar codes or some other identification technology to support the automated processing of the item when returned by the recipient; account for postal holidays and Saturday printing; queue correspondence for batch processing if needed; consolidate mailings to the same address (e.g., Mailstream); and interface with CMS based on business rules. |
| 65 | System must allow Staff to hold or override the generation and distribution of correspondence for a specific electronic identifier, groups, or all correspondence based on business rules. |
| 66 | System must allow Claimants/Employers to choose their preferred method of correspondence (electronic or paper). NOTE: some correspondence may be required to be mailed a physical copy. |
| 67 | System must incorporate secure messaging (email, chat, etc.) functionality. |
| 68 | System must maintain a log of correspondence sent to ALL entities, including information such as template version, variable data, date distributed, and proof of receipt when applicable that is searchable by staff. |
| 69 | System must allow Staff to view outgoing and incoming correspondence attached to the Claimant, Employer, Claim, etc. |
| 70 | System must allow Staff to reissue correspondence. |
| 71 | System must allow authorized business Staff to scan letters and scan and endorse checks. |
| Data Cleansing-Includes but not limited to: | |
| 72 | System must allow appropriately role-based Staff to correct data entered in error, based on business rules. |
| 73 | System must allow Business Staff to place the record back into workflow if necessary, such as: reports, payment processes, and interfaces. |
| DOL AND STATE AUDITS AND COMPLIANCE | |
| 74 | The system must meet DOL and State audits and compliance, particularly for software, security, and the external network. And provide support and assistance for these audits. |
| 75 | The system must be accessible to differently- abled users. |
Technical Requirements
| Arkansas Department of Workforce Services |
| Unemployment Insurance System Development |
| RFP #: S000000036 |
| Attachment A - Requirements |
Directions: The table below provides the technical requirements for the solution.
High Level Technical Requirements
Function
| No. | General Requirements |
| Technical Requirements | |
| 1 | The Contractor shall create a modern web application preferably using the latest version of .NET Framework using C#. |
| 2 | The Contractor shall inspect and enhance existing SQL Server database structure to ensure data security and integrity is maintained using the latest version of SQL Server. |
| 3 | The Contractor shall create a secure web-based environment to host the resulting application on-premise or cloud. |
| 4 | All screens must meet 508 Compliancy https://www.section508.gov/. |
| 5 | The system must have multiple browser compatibility: must support Internet Explorer, Microsoft Edge and non-Internet Explorer web browsers (ie: Mozilla Firefox and Google Chrome). |
| 6 | The System must include all functionality necessary to replicate and improve upon existing interfaces. |
| 7 | The System must implement all relevant modules, programs, applications as defined by the functional and non-functional requirements. The System must include all functionality necessary to onboard/remove new employers and third-party administrators (TPAs), transmit and receive responses, and implement new modules if mandated by DOL. |
| 8 | The System must replace existing system for interfaces to external partners. |
| 9 | The System must provide the ability to exchange rate information with Employers and TPAs. |
| 10 | The Contractor must provide interfaces with their solution as needed and convert legacy business integration software such as MQ Series using industry standards such as the following: Standard Object Access Protocol (SOAP) or Representational State Transfer (REST) web services. These services will be secured for usage based on the logged in user’s security, such as using OpenID or some other compatible token-based open ID system acceptable to both parties and approved by ADWS. Only registered users of the external interfaces will be allowed to access the API methods. |
| 11 | The System must interface with WIT (e.g., for UI Auto-Registrations). |
| 12 | The System must be flexible and adaptable in post-implementation customization to meet ADWS’s needs. This includes the flexibility to bring other programs, services, or tracking online quickly in response to emergency programs (e.g., PUA) or disasters (e.g., tornado that result in disaster declarations). The Offeror must describe their approach to handling customization requests by ADWS; the controls around that process, and how they are priced, in the event the offeror is contracted to maintain the System post-implementation. |
| 13 | The System must support role-based access whether the roles are defined within the solution itself, ADWS’s existing systems, or a third-party tool. ADWS management and Staff will require logons that allow them to act on behalf of either Employers or Claimants. |
File details come from the government source that posted it. Updated .