Attachment A-Terms and Conditions RFP 758 27000000097.pdf

Attachment A-Terms and Conditions RFP 758 2700000097 Contact Center as a Service (CCaaS)

ATTACHMENT A

Commonwealth of Kentucky Request for Proposal (RFP)

For CONTACT CENTER AS A SERVICE (CCaaS)

RFP 758 27000000097

Release Date: October 1, 2026 CLOSING DATE AND TIME January 8, 2027, at 3:30pm ET

Issued by

The Finance and Administration Cabinet

Commonwealth Buyer:

Lana Durbin

Statewide Purchasing Agency II

COMMONWEALTH OF KENTUCKY

FINANCE AND ADMINISTRATION CABINET

Office of Procurement Services 200 Mero Street, 5th Floor

Frankfort, KY 40622

(502) 782-5341

Lana.durbin@ky.gov

TABLE OF CONTENTS

Proposal Submission Checklist Section 1 – Summary Section 2 – Introduction Section 3 – Scope of Work Section 4 – Commonwealth Office of Technology Requirements Section 5 – Procurement Requirements and Instructions Section 6 – Proposal Submission Section 7 – Proposal Evaluation Section 8 – Negotiations Section 9 – Contract Requirements Section 10 – Standard Terms and Conditions Section 11 – Attachments mailto:Lana.durbin@ky.gov

PROPOSAL SUBMISSION CHECKLIST

The vendor MUST include the following with the proposal submission.

If the items highlighted below are not submitted with the proposal submission, the Commonwealth MUST deem the proposal non-responsive and SHALL NOT consider for award.

All other items MUST be submitted prior to award.

� *PROPOSED TECHNICAL SOLUTION

� *PROPOSED COST SOLUTION

� MANDATORY REQUIREMENTS CHECKLIST [see Attachment F]

� TRANSMITTAL LETTER [see Section 6.7(A)]

� REVENUE FORM 10A100 KENTUCKY TAX REGISTRATION APPLICATION IF

APPLICABLE (see Section 6.7 (C)], � CERTIFICATE OF AUTHORITY- REGISTRATION WITH SECRETARY OF STATE BY

A FOREIGN ENTITY IF APPLICABLE [see Section 6.7 (D)]

� REQUIRED ANNUAL AFFIDAVIT AND OTHER AFFIDAVIT(S)

https://finance.ky.gov/office-of-the-secretary/FinanceForms/Annual%20Required%20Affidavit%20for%20Bidders%20Offer ors%20and%20Contractors.pdf

*Please see Attachment E - The Protection of Personal Information Security and Breach Investigation Procedures and Practice Act (KRS 61.931), et seq.

effective January 1, 2015.

https://finance.ky.gov/office-of-the-secretary/FinanceForms/Annual%20Required%20Affidavit%20for%20Bidders%20Offerors%20and%20Contractors.pdf https://finance.ky.gov/office-of-the-secretary/FinanceForms/Annual%20Required%20Affidavit%20for%20Bidders%20Offerors%20and%20Contractors.pdf https://finance.ky.gov/office-of-the-secretary/FinanceForms/Annual%20Required%20Affidavit%20for%20Bidders%20Offerors%20and%20Contractors.pdf

SECTION 1 - RFP SUMMARY

1.1 Estimated Schedule of RFP Activities

The following table presents the anticipated schedule for major activities associated with the RFP distribution, proposal submission, proposal evaluation process, and contract award. The Commonwealth reserves the right at its sole discretion to change the Schedule of Activities, including the associated dates and times.

Anticipated Schedule of Activities

Release of RFP

10/01/2026

Vendors’ Written Questions due by 12:00 PM ET

(SUBMIT QUESTIONS ON ATTACHMENT D-VENDORS’ QUESTION

FORM)

10/16/2026

Commonwealth’s Response to Vendors’ Written Questions 11/06/2026

Proposals due by 3:30 PM ET

01/08/2027

1.2 Issuing Office

The Commonwealth of Kentucky, Finance and Administration Cabinet, Office of Procurement Services, is issuing this RFP on behalf of the Cabinet for Health and Family Services (CHFS). The Finance and Administration Cabinet is the only office authorized to change, modify, amend, alter, or clarify the specifications, terms and conditions of this RFP.

A contract, based on this RFP, may or may not be awarded. Any contract award from this RFP is invalid until properly approved and executed by the Finance and Administration Cabinet.

1.3 Agencies to Be Served

This contract shall be for use by the CHFS. No shipments shall be made except upon receipt by vendor of an official delivery order from the using agency.

The Office of Procurement Services reserves the right, with the consent of the vendor, to offer the Master Agreement resulting from this solicitation to other state agencies requiring the product(s) or service(s).

SECTION 2 - INTRODUCTION –

2.1 Purpose

The purpose of this Request for Proposal (RFP) is to solicit proposals for competitive negotiations pursuant to 200 KAR 5:307.

The Commonwealth of Kentucky (Commonwealth), through the Cabinet for Health and Family Services (CHFS), is in search of a vendor to furnish the following services:

A. Contact Center as a Service (CCaaS) System

A comprehensive cloud-based Contact Center as a Service (CCaaS) platform that supports configurable use across Cabinet departments, tailored to each agency’s specific needs through an understanding of existing and future configurations, customizations, and collaborative requirements-gathering.

CHFS agencies currently operate on a contact center platform built on Genesys Cloud CX, integrated with Oracle RightNow CRM (Service Cloud), PureInsights, and NICE Workforce Management (WFM). Genesys Cloud and CRM are integrated with our internal business systems and have been customized to support critical workflows.

The Commonwealth seeks solutions that can effectively meet our business requirements while minimizing operational disruption. Vendors may propose solutions that leverage our existing technology investments (Genesys Cloud CX, RightNow CRM, PureInsights, and NICE WFM) or propose alternative platforms that provide equivalent or superior functionality with a clear migration path.

Vendors are encouraged to:

• Propose solutions that retain or enhance existing technology investments;

• Maintain or replicate existing integrations with internal business systems;

• Provide a plan to preserve business-critical customizations with minimal disruption or rework;

• Outline how their solution can minimize operational disruption, retraining, and reimplementation costs

B. Contact Center Operations

1. Managed Services

Fully outsourced contact center operations, referred to as Managed Services, including staffing, in which the Vendor establishes and manages a Contact Center using an authorized model to efficiently handle incidents and requests for the Agency while maintaining a high level of customer service for all stakeholders.

2. Managed Staffing

Fully vendor-managed staff responsible for delivering specific services or functions (e.g., a contact center or help desk).

The same responsibilities apply as with managed services, but on a smaller scale, and are paid hourly by position rather than by transaction.

3. Augmented Staffing

• Contact center staffing supplied by Vendor, referred to as Augmented Staffing, to support customer service operations managed by the Agency. Augmented Staff will be assigned to contact centers under Agency management, reporting to Commonwealth facilities. Paid hourly by position.

2.2 Goals

The objective is to award a Software as a Service (SaaS) contract to implement a CCaaS solution that would serve as the platform that positions each Contact Center as a central hub for efficiently addressing incidents and requests for assistance for the various programs assigned to the Contact Center.

Success is defined by the implementation and ongoing management of a state-of-the-art CCaaS solution that enhances operational efficiency, improves customer engagement, and delivers personalized service. The proposed contact center solution should ethically and responsibly leverage Artificial Intelligence (AI) and Machine Learning (ML) to deliver personalized customer experiences, expand the use of virtual agents, and enhance employee satisfaction, while addressing staffing challenges by enabling intelligent automation, improving service delivery, and effectively managing fluctuating contact volumes through seamless AI integration throughout the contract term. Please note that the

Vendor’s use of Gen AI should comply with the guidelines in the CHFS Gen AI Policy.

Success will also be measured by the ability to efficiently operate managed services and managed staffing contact centers, ensuring high-quality service delivery and operational efficiency, and providing quality staffing augmentation for state-operated contact centers.

CHFS seeks a vendor with a proven ability to offer innovative solutions, insights, and best practices that contribute to superior customer service, cost-effectiveness, and scalable growth.

NOTE: CHFS uses National Institute of Standards and Technology (NIST) Special Publication 800-145 as a definition for SaaS and NIST Special Publication 500- 291, Version 2, NIST Cloud Computing Standards Roadmap, or current version.

2.3 Note Regarding Solicitation Attachments

Due to the volume and complexity of information to be shared with and collected from the vendor, multiple references to attachments for related content to the overall scope listed throughout the RFP are included. To ensure clarity, references to attachments should be formatted with bold and underlined text.

Example: Attachment B – Cost Proposal Form

References to attachments may not appear in alphabetical order throughout the RFP. A complete listing of the attachments to this solicitation can be found in Section 11 – Attachments at the end of this document.

2.4 Background

The current CCaaS technology platform was implemented on August 15, 2013, to initiate Contact Center operations (CC-OPS) that met certification requirements mandated by the Centers for Medicare and Medicaid Services (CMS) and the Affordable Care Act (ACA). Subsequently, the platform was expanded to include other CHFS departments.

See Attachment L– Current Contact Center Operations Overview regarding current contact center operations.

2.5 Present System Summary

https://www.chfs.ky.gov/agencies/os/oats/polstand/080101AIGen%20AI.pdf https://www.chfs.ky.gov/agencies/os/oats/polstand/080101AIGen%20AI.pdf https://csrc.nist.gov/pubs/sp/800/145/final https://csrc.nist.gov/pubs/sp/800/145/final https://www.nist.gov/publications/nist-sp-500-291-nist-cloud-computing-standards-roadmap https://www.nist.gov/publications/nist-sp-500-291-nist-cloud-computing-standards-roadmap https://www.nist.gov/publications/nist-sp-500-291-nist-cloud-computing-standards-roadmap

In this segment, an overview is presented outlining the components of the CCaaS provided by the current Vendor and the contact resolution tools offered by CHFS.

The information regarding the current system is for reference only. Vendors are expected to prioritize demonstrating how their proposed solution meets the requirements outlined in the RFP rather than analyzing the limitations or challenges of the existing CCaaS system.

2.5.1 CCaaS Components

A. Genesys Cloud

Genesys Cloud is an all-in-one omnichannel customer engagement and contact center platform designed to deliver a unified and seamless customer experience. It has built in features to support omnichannel engagement including voice, email, chat, social media, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), multichannel routing, outbound dialing, workforce optimization, Integration capabilities with CRM and third-party applications, real time monitoring and reporting to track Key Performance Indicators (KPI), and unified desktop interface for agents. CHFS uses the capabilities provided by Genesys Cloud GC1, GC2, and GC3 licenses.

The Genesys Cloud platform has been customized for CHFS to provide the following features:

1. IVR self-service integrating with CHFS Integrated Eligibility and Enrollment System (IEES) using Representational State Transfer (REST) Application Programming Interface (API)/Webservice to provide SNAP case status information, benefits amount, recertification date, Medicaid MCO information, MCO/SKY enrollment changes, SNAP review forms (FS2), and details on childcare copay and enrollment information.

2. Special messages in IVR and queue-level messaging with alternating music and messaging.

3. Customized callback functionality with the ability to offer in-queue and mandatory callback at the queue level.

4. Integrated with the CHFS system for capturing and storing voice signatures.

5. Provides system integrity by accurately controlling, displaying, and reporting workers’ statuses for all call types.

6. Ability to select and play prerecorded scripts during the call based on individual agency needs.

7. Sophisticated call routing rules using skilling features and support zip code-based routing.

8. Set up and available to support email, chat, SMS, and social media.

Channels are activated based on business partner requirements.

B. Oracle CRM Solution RightNow

Oracle CRM is a cloud-based solution that integrates business processes across customer service channels. CRM allows customer interactions recorded by any Customer Service Representative (CSR) to be appropriately available and accessible to support future interactions with that same consumer. The RightNow application has been customized to provide the following features:

1. Fully integrated with Genesys Cloud to enable screen-pop for an incident within CRM when an agent answers a call.

2. User interface customized to meet individual department business needs.

3. Integrated with the IEES system using a web service interface to document notes captured in CRM.

4. Customized workflows to meet department business needs.

5. Integrated with the email system to automatically respond to incoming emails and create a CRM ticket

C. NICE-IEX Workforce Management

The contact center operations managed by the Vendor use the NICE IEX application to optimize and streamline contact center operations. A summary of its capabilities currently utilized in the contact center is listed below:

1. Forecasting and Scheduling: Use historical data and advanced algorithms to forecast future call volumes and workload, helping to create accurate agent schedules.

2. Intraday Management: Real-time monitoring and adjustment of workforce schedules to address immediate needs, ensuring optimal staffing levels throughout the day.

3. Performance Analytics: Use comprehensive analytics and reporting features to track and analyze key performance indicators (KPIs) related to workforce efficiency, service levels, and customer interactions.

4. Adherence Monitoring: Monitor and manage agent adherence to schedules, ensuring that agents are available and working during their scheduled hours.

5. Integration Capabilities: Integrated with Genesys Cloud to obtain real-time data from the telephony system.

6. Agent Empowerment: Empower agents by providing them with visibility into their schedules, performance feedback, and opportunities for self-improvement.

D. PureInsights

Pure Insights is an AI-driven analytics tool that provides products such as the Configurable Dashboard for Genesys Cloud, which offers real-time updates for quick assessment to enhance customer experience and operational efficiency. It offers customer journey mapping, predictive analytics, sentiment analysis, and performance tracking to optimize workflows and agent productivity. With tools for root cause analysis, compliance monitoring, and workforce optimization, it enables data-driven decision-making. Customizable reports and seamless integration with third-party systems make it a versatile solution for improving service levels and operational outcomes.

2.5.2 Contact Resolution Tools

As a part of the Quality Health Information (QHI) Framework initiative, CHFS has developed Web Portals & Web Interfaces using Microsoft and Salesforce technologies. The portals are broadly categorized as Citizens, Partners, and Workers. The contact center agents are provided with access to these portals with appropriate roles to respond to callers’ inquiries regarding program information, benefits, eligibility, and enrollment for Medicaid and family support programs. In addition, the agents use the KYID Helpdesk application to help Kentucky residents with access and identify management issues. The current vendor provides Multiprotocol Label Switching (MPLS) circuits for accessing the internal CHFS intranet applications used by vendor CSRs.

The CCaaS components—Genesys Cloud and Oracle CRM Solution (RightNow)—are seamlessly integrated with the QHI Technical Services platform.

Azure Integration Services (AIS) facilitates connectivity with the IEES systems through RESTful web services, supporting self-service workflows and voice signature capabilities.

SECTION 3 – SCOPE OF WORK

PROPOSALS THAT DO NOT MEET MANDATORY REQUIREMENTS WILL BE

DEEMED NON-RESPONSIVE AND WILL NOT BE CONSIDERED. REFER TO

ATTACHMENT F– MANDATORY REQUIREMENTS CHECKLIST.

Mandatory Requirement means a condition set out in the specifications or statement of work that must be met without exception.”

The Scope of Work provisions below will be used as the central framework when evaluating the technical proposals. See Section 7.2 Technical Proposal Evaluation for further information.

If the Vendor wishes to propose an alternative to a provision, it should be included in the appropriate section of their proposal to be considered. See Section 6.8 for technical submittal.

3.1 Contact Center as a Service (CCaaS) System

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

Provide a readily available, cloud-hosted, configurable, and HIPAA-compliant CCaaS solution. The proposed solution must comply with all CMS conditions and standards to ensure eligibility for federal funding of Medicaid-related systems.

The CCaaS system is expected to be fully operational within six (6) to eight (8) months after contract execution. The implementation of the CCaaS platform and associated contact center operations occurs concurrently.

A. Own, rent, or lease and maintain and administer all Contact Center platforms required by the Agency to support its programs, including core technologies that include, but are not limited to, an IVR system, a VoIP-enabled telephony system, multi-channel ACD, CTI, RESTful API, Call Recording, Screen Recording, Workforce Management, and a Contact Management system.

B. Ensure all software offered for deployment is in an officially supported release state by the software companies.

3.1.1 Functional Capabilities

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

A. CCaaS Features and Capabilities

1. Support voice, email, chat, Short Message Service (SMS), Telecommunications Device for the Deaf/Teletype (TDD/TTY), and, optionally, social media.

2. Include IVR, voice bot, chatbot, CRM, and analytics to improve customer experience and internal operations.

3. Support the CCaaS features as described in Attachment G - Functionality Matrix - CCaaS.

4. To effectively support both customer-facing and agent-assist use cases, harness emerging advanced AI capabilities, including but not limited to:

a. Enable natural, context-aware interactions across voice and digital channels to enhance customer engagement.

b. Deliver real-time knowledge retrieval, response summarization, and intelligent recommendations to streamline agent workflows.

c. Inform routing and escalation decisions by identifying customer sentiment and emotional cues.

d. Anticipate contact volumes and suggest next-best actions to optimize service delivery and resource allocation.

B. Platform Architecture

1. Use an n-tier architecture separating presentation, application, and data layers.

2. Allow seamless scalability without compromising performance.

Ability to increase or decrease capacity by thirty percent (30%) on demand, and up to one hundred percent (100%) within five (5) business days at CHFS's discretion. Ability to scale back when service is not required, at CHFS's discretion.

3. Support a thin-client, browser-based solution, with preference for browser access, compatible with:

a. Apple Safari, Google Chrome, Microsoft Edge, and Mozilla Firefox

b. iOS and Android devices

C. Security and Access

1. Role-based access controls down to field-level granularity.

2. CHFS authorized user access via Single Sign-On (SSO) using

Kentucky ID (KYID). For more information regarding KYID, visit:

KYID Integration

3. Multi-Factor Authentication (MFA) when accessing outside the Commonwealth network.

D. Reporting and Data Access

1. Provide robust, customizable reporting for standard and ad hoc reporting that does not impact system performance.

2. Provide a system data dictionary and read-only access to the database.

https://www.chfs.ky.gov/agencies/os/oats/Documents/KYID%20Integration%20Version%202.1.9.pdf

3. Assist Agency users with database use for custom reporting.

4. Ensure read-only access is governed by least privileged principles;

log and monitor access attempts.

E. Compliance and Ownership

Comply with and/or adhere to:

1. Section 508 of the Rehabilitation Act (29 U.S.C. § 794d), which is accessibility of all user-facing and administrative components, including web portals, documentation, and training materials, as well as support for special devices such as TTY/TDD.

2. 45 CFR 95.617, which grants all ownership rights in the software or software modifications thereof and associated documentation designed, developed, or installed with federal financial participation to the Commonwealth or must meet the Proprietary software guidelines.

3. CHFS IT Standard 6020, WEB Application User Interface Development Standard.

4. CHFS IT Standard 7430, Interactive Voice Response (IVR) Software Standards.

3.1.2 Hosting and Infrastructure

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

A. Environments

Provide and maintain the following separate environments and integrate with the respective IEES environment and KYID environment for Single Sign-On:

1. Development - A software and web development environment as a workplace for developers to make changes safely, without affecting the live environment.

2. System Test—Kentucky uses system tests to test full and patch-set releases. End-user functional testing is performed to ensure new releases function as expected prior to deployment to production.

3. User Acceptance Test—Used by the Kentucky end user or the client to verify/accept the software system before moving the software application to production.

4. Training - Used by Kentucky for training users on how to use the solution.

5. Production that:

https://www.section508.gov/manage/laws-and-policies/section-508-law/ https://www.ecfr.gov/current/title-45/subtitle-A/subchapter-A/part-95/subpart-F/subject-group-ECFR8ea7e78ba47a262/section-95.617 https://www.chfs.ky.gov/agencies/os/oats/Pages/itstandards.aspx https://www.chfs.ky.gov/agencies/os/oats/Pages/itstandards.aspx

a. Supports the live Solution used by end users; and

b. Provides Agency access to these environments upon request sufficient to perform all tasks required for testing.

6. Performance Testing - Used for carrying out performance testing.

The User Acceptance Test environment can be leveraged.

Ensure access for CHFS and vendor staff for testing and validation.

B. Infrastructure

1. Meet defined non-functional needs for latency (e.g., ≤ 2 seconds for most UI interactions), throughput, and peak load concurrency levels, with thresholds defined and tested during implementation and monitored during operations.

2. Deploy flexible infrastructure for real-time scaling.

3. Support concurrent licensing and provisioning by department.

4. Provide sufficient concurrent telephony line capacity to support inbound calls, outbound calls, and outbound campaigns. Scalable line capacity with thirty (30) calendar days’ notice. Partition telephony line capacity based on agency-specific needs. The current capacity is 3500 lines.

5. Provide integration with Commonwealth applications, including KYID and backend APIs.

6. Maintain current, secure software and firmware (e.g., TLS 1.3+).

7. Use RESTful APIs with JSON/XML and widely accepted security protocols.

8. Supply necessary on-premises communications equipment if requested.

9. Provide high system availability to prevent applications from becoming unavailable due to component failures. Support up time of 99.5%.

10. Deploy the applications and services on a flexible infrastructure in which resource provisioning occurs in real-time to meet spikes in user demand.

11. Provides the ability to manage concurrent user licensing, per department, across environments.

12. Provide the capability to provision more agents in the CCaaS System than the number of concurrent licenses procured by each department.

13. Support future system upgrades and enhancements, including integration testing as necessary with Commonwealth applications.

14. Maintain normalized, extensible data architecture.

15. Integrate into CHFS architecture (e.g., KYID, AD).

16. Align with Quality Health Information (QHI) White Paper standards

(See QHI White Paper) https://www.chfs.ky.gov/agencies/os/oats/Documents/QHI%20White%20Paper%20Version%203.0.5%20V3.pdf

17. Ensure that no proprietary mechanisms are implemented that would limit the Agency’s ability to transfer system operations to another vendor or solution.

18. Securely deliver calls with quality of service to the Commonwealth’s primary and DR data centers over a redundant MPLS or equivalent network, using industry-standard or equivalent communication protocols, and providing any required premise-based equipment.

See Section 4 - Commonwealth Office of Technology (COT) Requirements for additional Hosting requirements.

3.1.3 User Experience, Reliability, and System Behavior

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

A. System Behavior

1. Employ consistent, user-friendly error handling.

2. Display errors in plain language.

B. Accessibility

1. Support major web browsers and mobile platforms.

2. Provide scaled views for small form factor devices.

3. Be compliant with Section 508 of the Rehabilitation Act (29 U.S.C.

§ 794d)

C. Usability

1. Provides a presentation tier that is not solely dependent upon an application, applet, or plug-in delivered to the user for system functionality. Provide a secure, thin-client, browser-based solution.

2. Provides a system that is accessible using a wide range of web browsers and mobile devices. Provides a presentation layer that provides users with access to the system using a robust, browser-based solution delivered over the Internet.

3. Provides a mobile view with scaled functionality for mobile browsing on small form factor devices and mobile computing platforms.

3.1.4 Design, Development (Configuration), and Implementation

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

A. Development Methodology

Use secure, best-practice approaches tailored to CHFS through requirement sessions.

B. Migration and Setup

1. Allow each agency to independently configure its CCaaS/CRM environment to meet its unique requirements while also supporting inter- and intra-departmental transfers of calls, email, SMS, and chat.

2. Migrate TFNs, DIDs, IVRs, and call flow logic. IVR scripts should be recorded using professional voice talent or Text-to-Speech (TTS) technology and must be available in both English and Spanish.

3. Transfer self-service functionality currently integrated with IEES.

4. Migrate all Outbound Campaigns.

5. Transfer voice signature integration with IEES.

6. Migrate data, including call recordings, screen recordings, call metadata, logs, and historical CRM data.

7. Import the previous 5-year data from the go-live date:

a. Telephony: 3.1 TB DB, 27.5 TB recordings, 1GB Message audio files

b. CRM: 110 GB CRM DB, 600 GB attachments.

8. At a minimum, three (3) years of imported data must be accessible in real time.

9. Configure migrated data to support audit, analytics, and compliance.

10. Stand up new TFNs and IVRs within 48 hours.

11. Ensure URLs conform to chfs.ky.gov branding.

C. Integration

1. Exchange data via CHFS and partner web services and comply with the CMS modularity condition for integration.

2. Integrate with current/future CHFS APIs (per Attachment L–

Current Contact Center Operations Overview).

D. Go-Live Readiness

Ensure system and all staffing models (Managed Services, Managed Staffing, and Augmented) are ready to launch concurrently.

3.1.5 Maintenance and Operational Support

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

After implementation, maintain and support the CCaaS solution to ensure it continues to meet CHFS business needs. This includes issue tracking, enhancements, system upkeep, user support, compliance, and operational continuity. Ensure an appropriate level of Vendor staff resources to reliably operate, maintain, and enhance the proposed solution.

3.1.5.1 System Maintenance

A. Software and Infrastructure Maintenance

1. Maintain all software and hardware to meet

Commonwealth-defined performance standards.

2. Schedule non-emergency maintenance during off-hours:

7:00 PM–7:00 AM EST, Monday–Saturday.

3. Use ITIL-compliant processes to resolve defects and manage updates.

B. Versioning and Upgrades

1. Support future upgrades, enhancements, and integration testing with Commonwealth applications.

2. Provide access to all core products and module improvements as part of routine product updates.

C. Monitoring and Resiliency

1. Monitor system availability, infrastructure, and all components.

2. Use real-time monitoring tools and alerting.

3. Implement performance tuning and ongoing capacity management.

D. Security and Compliance

1. Manage patching, endpoint protection, and vulnerability monitoring.

2. Comply with Attachment K – CHFS Terms and Conditions § B.6 (Confidential Information) and § B.7 (HIPAA Compliance), including all applicable CHFS security standards and federal and state laws governing the protection of Personally Identifiable Information (PII) and Protected Health Information (PHI).See Attachment K – CHFS Terms and Conditions for all obligations for data protection, confidentiality, retention, and breach notification.

3.1.5.2 Operational Support

A. Help Desk Operations

1. Operate toll-free support via phone/email:

a. Mon–Fri: 7:00 AM – 7:00 PM EST

b. Sat: 7:00 AM – 2:30 PM EST

c. After-hours/holidays: urgent calls returned within 15 minutes

2. Provide 24/7/365 system monitoring via Operations or Production Control group.

3. Communicate regularly with all stakeholders at an agreed-upon frequency throughout the duration of any system outage until full resolution is achieved.

B. Incident and Problem Management

1. Use integrated issue tracking to record, escalate, and resolve incidents.

2. Log, track, and report incidents to CHFS in Agency-approved format.

C. Disaster Recovery and System Turnover

1. Ensure continuity through disaster protocols.

2. Support data portability and continuity upon termination.

3. Comply with Attachment K – CHFS Terms and

Conditions § B.6 (Confidential Information) and § B.7 (HIPAA Compliance) for all requirements related to data handling, security, retention, and breach notification during disaster recovery or system turnover activities. All obligations for the protection of Commonwealth data and confidential information, including incident response and record disposition, are governed by those sections of Attachment K – CHFS Terms and Conditions.

3.1.5.3 Training Program

A. Training Services

1. Design and deliver role-based training aligned to adult learning and Section 508 of the Rehabilitation Act (29 U.S.C. § 794d) accessibility.

2. Provide onboarding, refresher, and ongoing learning through In-Person or virtual ILT, WBT, CBT, and simulations.

3. Submit all training materials for CHFS review under the 10-5-5 review cycle: ten (10) business days for CHFS review, five (5) business days for vendor corrections, and five (5) business days for CHFS final approval.

B. Maintenance of Materials

1. Maintain editable/printable materials, including guides, FAQs, and simulations.

2. Update materials based on system changes and user feedback.

C. Tracking and Reporting

1. Maintain records of attendance, curriculum delivery, and learning outcomes.

2. Submit annual training summary reports using the 10-5-5 review cycle: ten (10) business days for CHFS review, five (5) business days for vendor corrections, and five (5) business days for CHFS final approval.

3.1.6 Post-Implementation System Change Orders

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

3.1.6.1 Definition of Standard Updates (Included in Monthly M&O Fee)

Standard updates are modifications, configurations, or maintenance activities that:

A. Can be performed using existing CCaaS platform tools, features, or configuration settings without custom development or third-party software.

B. Do not require downtime beyond the agreed maintenance window.

C. Do not materially alter the system architecture, data model, or integrations.

D. Are completed within 40 hours of labor per request.

E. Are performed to:

1. Add, modify, or remove user accounts, queues, or skill assignments

2. Update call routing rules, IVR menus, or business hours

3. Adjust screen pops, reports, dashboards, or KPIs

4. Apply security updates or minor version upgrades provided by the CCaaS vendor

5. Maintain or refresh existing integrations already in scope for M&O

6. Correct configuration errors or system defects

7. Add fields, change labels, or adjust form layouts within existing functionality

These standard updates are covered under the monthly M&O fee and do not require a contract modification, but should be included in the change control log as defined in Attachment H – Contact Center and

Service Deliverables, Section B.3.2. Classify in the change control log as Standard Update (M&O).

3.1.6.2 Definition of Change Request (Require Change Order / Additional

SOW)

Change requests are required for any modifications that:

A. Introduce expansions or updates to systems within the original scope.

B. Require custom code development, middleware, or professional services beyond configuration

C. Involve major version upgrades requiring reimplementation or retesting of integrations

D. Significantly alter the system architecture, database schema, or core workflows

E. Require dedicated project management or testing resources beyond standard release testing

F. Exceed the labor threshold defined for standard changes (e.g., > 40 hours)

G. Expand functionality to include new modules or features not licensed or configured at go-live

H. Require procurement of additional hardware, software, or third-party services

Ensure these changes follow the formal change request process and are documented through a mutually agreed-upon change order or a separate statement of work, which includes the cost, timeline, and scope impact. Classify in the change control log as Change Request or Statement of Work, respectively.

3.1.6.3 Regulatory or Legislative Changes

Changes required to maintain compliance with applicable federal, state, or local laws, regulations, policies, or directives shall be included in standard M&O services when such changes can be implemented using existing system functionality and within the labor threshold defined for standard changes (e.g., 40 labor hours or less).

Due to the evolution of federal and state regulations, changes in requirements that the Vendor supports through normal product maintenance releases, configuration capabilities, or published product roadmaps do not constitute a change request and shall be handled as part of the Vendor’s standard maintenance and operations (M&O) obligations and the cost of doing business.

Regulatory changes that require major system modifications, new integrations, substantial data model changes, or exceed the labor threshold shall be considered non-standard changes and will require a mutually agreed change order or statement of work, including associated costs, schedule, and scope.

Classify in the change control log as Change Request - Law or Statement of Work - Law, respectively.

3.1.6.4 Change Request Process

CHFS reserves the sole right to determine the classification of any changes based on the definitions provided herein. All changes should be tracked using the classifications listed in Sections 3.1.6.1-3.1.6.3 above, as required by the Change Management Plan's tracking mechanism. See Attachment H – Contact Center and Service Deliverables, DDI Milestone 1.6.

Throughout the duration of the resulting contract, inform the Agency of any potential changes to the approved Design Document as soon as possible. This enables discussion, analysis, and documentation of the change's impact within scope, and determination of direction and next steps. Ensure that the assessment of the Change Request includes specific impacts to both schedule and costs. Changes do not necessarily result in additional cost to CHFS. CHFS will work with the Vendor to confirm/reconfirm project scope for subsequent tasks, phases, and/or milestones.

For each Change Request or Scope of Work, submit detailed documentation, in an Agency-approved format, explaining the:

• Specific change(s) needed;

• Justification for the change; and

• An estimated number of billable hours necessary to complete the change, clearly distinguishing time allocated by position type based on the size and complexity of the business’ needs.

Proposed Post-Implementation Change Request rates are ceiling rates inclusive of all costs associated with providing services. When submitting Change Requests, Vendors should propose lower rates when appropriate, based on the level of experience necessary for the specific request.

Utilize the CHFS 3PO project management system to track and maintain an easily accessible log of all historical, active, and pending Change Requests.

When utilizing Post-Implementation Change Request hours, the vendor is responsible for updating any associated deliverables as necessary to ensure they are complete and accurate for real-time operations.

3.2 Contact Center Operations

Unless indicated by a “shall”, “will” or “must” statement, the vendor should:

Assume full responsibility for the overall oversight and operation of Contact Center activities, via Managed Services, Managed Staffing, and Augmented Staffing as needed to ensure service continuity, performance, and scalability.

Lead and coordinate all aspects of contact center operations, including but not limited to workforce management, quality assurance, training, knowledge management, and technology integration. As part of implementation, develop and execute a detailed transition plan to migrate all current contact center operations and workflows from the incumbent structure to the new operating model. Complete full transition no later than the established Go-Live date, with no disruption to service delivery or degradation in customer experience. See Attachment L– Current Contact Center Operations Overview for additional details.

The vendor acknowledges that the Commonwealth’s operational environment may change prior to contract commencement and agrees that all such changes shall be considered within the scope of this agreement. The Commonwealth will not incur any additional costs or change orders for the migration or support of the environment in its “as-is” state at the start of the contract.

3.2.1 General Contact Center Staffing Requirements

Contact Center staffing may be provided through a Managed Services, Managed Staffing, or Augmented Staffing model, based on the Agency's preference. Regardless of the model used, ensure that staffing, supervision, and workforce management meet all service-level and performance requirements defined in this Contract.

Operationally:

A. Manage the recruiting, onboarding, and retention of qualified contact center staff per service level, with specific attention to seasonal fluctuation and attrition.

B. Designate an Account Manager to oversee daily operations and maintain effective engagement with each participating Agency.

C. Recruit and train staff based on the specific needs of the populations served by the Contact Center.

D. Ensure all staff demonstrate the following competencies:

1. Excellent verbal, written, and listening skills;

2. Ability to de-escalate and resolve complex interactions;

3. Technical proficiency with required contact center systems;

4. Cultural and linguistic sensitivity appropriate to CHFS populations.

E. Provide the Agency, at its discretion, with the opportunity to interview or review candidate qualifications prior to assignment.

F. Develop and maintain a Training and Quality Program that includes:

1. Comprehensive onboarding and role-based training prior to production work;

2. Ongoing refresher and policy-update sessions;

3. HIPAA and privacy/confidentiality training;

4. Continuous quality monitoring, coaching, and performance feedback.

G. Provide documentation of all training sessions, certifications, and quality-assurance outcomes upon CHFS’s request.

H. Maintain staffing scalability plans to ensure adequate coverage for volume fluctuations, service expansion, or emergencies.

I. Comply with all labor, employment, and equal-opportunity laws applicable to personnel supporting this Contract.

J. All staff that will have access to CHFS data will be required to sign the Cabinet for Health and Family Services (CHFS) Information Technology (IT) Form prior to their start date:

CHFS-219V Version 2.7

Note: Staffing provisions in Attachment A – Terms and Conditions (CCaaS), Section 3 – Scope of Work are intended to describe staffing expectations specific to the services requested under this RFP. These provisions are supplemental to, and do not replace, modify, or supersede the standard Commonwealth and CHFS requirements set forth in Attachment K – CHFS Standard Terms and Conditions, including but not limited to § B.3 (Subcontractors) and § B.12 (Staffing). In the event of any perceived inconsistency, the requirements of Attachment K – CHFS Standard Terms and Conditions continue to apply.

3.2.1.1 Contact Center Classification Responsibilities and

Qualifications

Role Responsibilities and Qualifications Tier1 Agents

Responsibilities:

Tier 1 Agents handle direct customer and individual contacts. They are responsible for documenting customer issues using contact center tools and determining appropriate steps for https://www.chfs.ky.gov/agencies/os/oats/Documents/CHFS-219V%20Form%20Version%202.7.pdf

Role Responsibilities and Qualifications resolution, including accurately communicating structured information from defined reference sources.

Qualifications and Skills:

• High school diploma or equivalent

• Training in contact center soft skills

• Moderate proficiency in Microsoft Office

Suite

• Strong verbal and written communication

• Ability to follow scripts, policies, and procedures.

• Active listening and empathy skills

• Ability to maintain confidentiality (especially in HIPAA-regulated healthcare/government settings)

Tier2 Agents

Responsibilities:

Tier 2 Agents perform all Tier 1 Agent functions and handle more complex inquiries or escalations.

They are responsible for resolving challenging customer issues and should quickly gain subject matter expertise in the programs or policies associated with their assignment.

Qualifications and Skills:

• All Tier 1 qualifications

• Minimum of six (6) months of experience as a Tier 1 Contact Center Agent

• Demonstrated problem-solving ability

• Aptitude for quickly learning new policies and procedures

Supervisor Responsibilities:

Supervisors oversee the daily activities of contact center agents, coach team members, ensure adherence to policies and procedures, and implement process improvements to enhance performance. They also participate in hiring and termination decisions and provide regular performance feedback.

Qualifications and Skills:

• High school diploma required; associate’s degree preferred

• Minimum of two (2) years of contact center experience

• Experience in recruitment, coaching, and employee development

• Ability to handle escalations, interpret, and communicate policies and procedures in healthcare, Medicaid, or other government programs

• Proficiency with Service Level Agreement (SLA) management, workforce tools, reporting dashboards, and Microsoft Office

Quality Analyst

Responsibilities:

Quality Analysts monitor agent performance, evaluate interactions, analyze data, and ensure adherence to quality standards. They provide feedback to agents and trainers, support process improvement efforts, and help maintain compliance with industry regulations and service expectations.

Qualifications and Skills:

• Bachelor’s degree in a relevant field or equivalent work experience

• Strong understanding of customer service principles

• Excellent communication and attention to detail

• Proficiency in call monitoring, data analysis, calibration, and QA tools

• Problem-solving skills and adaptability

• Familiarity with relevant regulations and standards

Manager Responsibilities:

Managers lead overall contact center operations, oversee staffing and service delivery, analyze trends, and implement strategies for continuous improvement. They are responsible for performance management, reporting, and ensuring contract compliance and service quality.

Qualifications and Skills:

• Minimum of four (4) years of experience in a management role

• Proven leadership and team management skills

• Experience in recruitment, coaching, training, and performance improvement

• Proficient in Microsoft Office applications

• Bachelor's Degree or equivalent contact center experience required; Graduate degree preferred

Quality Manager

Responsibilities:

The Quality Manager reviews and approves quality standards for calls, email, and chat. They will design, implement, monitor, and report on Customer Satisfaction Surveys and track Service Level Agreements (SLA) related to quality. This role requires collaboration with the training manager and supervisors to create effective scripts that assist agents with contact resolution.

Additionally, the Quality Manager will conduct calibration sessions with QA analysts, supervisors, and Contact Center Managers to ensure consistency in quality assessments and continuous improvement initiatives.

Qualifications & Skills:

• Bachelor’s degree in a related field

• Substantial experience in quality assurance within a contact center environment

• Strong understanding of contact center processes and quality monitoring tools/methodologies

• Exceptional analytical, problem-solving, and attention-to-detail skills

• Strong leadership and communication skills for guiding the QA team

• Ability to provide constructive feedback and implement improvement initiatives

• Commitment to continuous quality enhancement and customer satisfaction

Trainer Responsibilities:

The Trainer delivers end-user training on technology, customer service policies, and procedures as directed by the Training Manager.

They assist in developing training materials and Knowledge Base articles to support employee learning. The Trainer also ensures that new employees clearly understand CHFS’s programs and can effectively apply training in their daily responsibilities.

Qualifications & Skills:

• Bachelor’s degree in a related field or equivalent experience

• Clear verbal and written communication skills for effective delivery

• Ability to engage and motivate learners in a classroom or virtual setting

• Basic knowledge of contact center systems and customer service principles

• Strong presentation skills and familiarity with training tools

• Flexible and proactive in supporting updates to training content

Training Manager

Responsibilities:

The Training Manager is responsible for end-user training, covering technology, customer service policies, and procedures. They develop training materials and Knowledge Base articles to support staff learning and performance. Additionally, the Training Manager ensures that new employees gain a strong understanding of CHFS’s programs, enabling them to provide effective customer service and support.

Qualifications & Skills:

• Bachelor’s degree in a related field or equivalent experience

• Strong verbal and written communication skills with the ability to engage and motivate learners

• Expertise in contact center processes, systems, and customer service principles

• Strong organizational, presentation, and facilitation skills

• Proficiency in training technologies and learning tools

• Adaptability and a proactive approach to updating training materials regularly

Account Manager

Responsibilities:

The Account Manager serves as the primary business contact between the vendor and the Commonwealth, ensuring strong relationships and alignment with Commonwealth goals. They manage all communications, oversee conflict resolution, and ensure compliance with deliverables and revenue commitments. The role includes ownership of contracts and renewals, approval of change orders and invoices, and responsibility for payment collections. The Account Manager ensures that Commonwealth issues are addressed efficiently while consistently providing excellent customer service.

Qualifications & Skills:

• Bachelor’s degree in a related field or equivalent experience

• Minimum of five (5) years of experience in account management or a similar role

• Strong customer service orientation with proven relationship management skills

• Ability to manage contracts, renewals, and financial transactions effectively

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict resolution abilities

• Organizational skills to manage multiple priorities and ensure timely deliverables

Workforce Manager

Responsibilities:

A workforce manager in a contact center is responsible for forecasting and scheduling staff to meet service levels, monitoring real-time performance and adjusting resources as needed, analyzing workforce data and providing reports, and collaborating with teams to optimize staffing and processes.

Qualifications and Skills:

• Education: Bachelor’s degree in business administration or a related field

• Contact Center Experience: 5+ years of experience in a contact center environment, preferably in a supervisory or managerial role

• Workforce Management: Proven experience in scheduling, forecasting, and real-time monitoring.

• Team Leadership: Strong ability to manage, mentor, and motivate teams

• Technology Proficiency: Experience with workforce management tools, CRM systems, and other relevant software

Additional staffing requirements specific to…