DOH23-020 Questions& Answers FINAL .pdf

Mission:

To protect, promote and improve the health of all people in Florida through integrated state, county and community efforts.

Ron DeSantis Governor

Joseph A. Ladapo, MD, PhD

State Surgeon General

Vision: To be the Healthiest State in the Nation

Florida Department of Health Division of Administration • Bureau of General Services 4052 Bald Cypress Way, Bin B-07 • Tallahassee, FL 32399

PHONE: 850-245-4199

FloridaHealth.gov

Accredited Health Department Public Health Accreditation Board

Addendum#3

ITN DOH23-020

DATE: July 16, 2024

TO: Prospective Vendors

FROM: Voncelia Meeks, Procurement Officer

Florida Department of Health Central Purchasing Office

SUBJECT: Addendum #3

The purpose of this addendum is to modify Section 3.3.2 TAB 2 – Technical Response, Attachment A, Scope of Services, and to answer questions received in accordance with Section 2.8, Questions, of the ITN. This addendum serves as notice of the following change(s):

Deletions are indicated by “strikethrough” or reference. Additions, updates or replacements are indicated by highlighting.

A. Modifications: The following modification is made to the ITN:

1. Modified Section 3.3.2.1.2, Executive Overview:

Describe in detail the Respondent’s ability to initiate services within 60 calendar days from date of a contract award and meet the overall requirements in the timeframes as specified in the Scope of Services (Attachment A). The Respondent must provide examples where requested timeframes have been met under prior contracts.

2. Modified Section 3.8 Subcontractor

Respondent may enter into written subcontracts for performance of services under the Contract resulting from this solicitation. Anticipated subcontract agreements known at the time of Reply submission and the amount of the subcontract must be identified in the Reply. If a subcontract has been identified at the time of Reply submission, a copy of the proposed subcontract must be submitted to the Department. No subcontract that Respondent enters into with respect to performance under the Contract will in any way relieve Respondent of any responsibility for performance of its Contract responsibilities with the Department. The Department reserves the right to request and review information in conjunction with its determination regarding a subcontract request and reject any subcontractor proposed by the Respondent in its Reply.

Questions and Answers

Florida Quitline Tobacco Use Cessation Telephone and Internet Based Counseling

The Respondent must complete Attachment I, Subcontractors List Form, in its entirety and submit it with their Reply.

The Department will not authorize the use of subcontractors in the Contract resulting from this solicitation.

3. Attachment A: Delete Section B.2.p, Financial Consequences:

p. Failure to Run Healthline Media Marketing Campaign as specified will result in a $5000 .00 reduction in that quarter’s payment amount.

4. Attachment A: Modified Section D.3., Contract Renewal:

This contract may be renewed on a yearly basis for no more than three five years or the term of the original contract, whichever period is longer, and will be subject to the same terms and conditions as set forth in the original contract. Renewals must be in writing, made by mutual agreement, and will be contingent upon satisfactory fiscal and programmatic performance evaluations as determined by the Department and shall be subject to the availability of funds.

5. Attachment A, Modified Section B.1.a.25)b).

Ensure that youth participants can enroll via Text2Enroll. Ensure youth enrollment includes parent/guardian verification prior to enrollment completion.

B. Responses to Questions received pursuant to Section 2.8, Questions: Please see the Department’s response to questions received by the due date outlined in Section 2.6, Timeline, of the ITN, below:

# Question Answer

1.

Please reconfirm the due date for this procurement by providing it in response to answers to questions. The website lists the due date as "9/12/24" and the document lists the due date as "7/15/24."

Please see Addendum #1, Section 2.6, Timeline, for the due date of vendor Replies, and monitor the Vendor Information Portal for any potential updates.

2.

If there was a previous solicitation for these services, what was its title, number, release date, and due date?

The previous solicitation number is ITN DOH13-021, Florida Tobacco Cessation Interventions, and it was released on February 18, 2014.

3.

Can you please provide the different insurance type requirements?

No additional insurance policies will need to be secured for the ITN beside what is listed in the standard contract.

4.

Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Respondents must provide pricing as specified in Attachment B, Cost Reply.

Pricing may also be a topic of discussion with those Respondents invited to negotiations with the Department.

5.

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

This is not applicable.

6.

Has the current contract gone full term? Yes.

7.

Have all options to extend the current contract been exercised? Yes.

8.

Who is the incumbent, and how long has the incumbent been providing the requested services?

Consumer Wellness Solutions, LLC. has been the incumbent since 2014.

9.

To what extent will the location of the bidder’s proposed location or headquarters Ahave a bearing on any award?

Current contract has provisions for a minimum number of coaches to reside in the state of Florida. The bidder’s proposed location or headquarters do not have to be in the state of Florida as long as the minmiumum number of coaches residing in Florida is met. See Attachment A, Section B.4.a-b.

10.

How are fees currently being billed by any incumbent(s), by category, and at what rates?

We are currently being billed fixed fee, on a quarterly basis.

11.

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

Contract number is COTGA.

https://facts.fldfs.com/Search/ContractSearch.aspx

12.

Is previous experience with any specific customer information systems, phone systems, or software required?

See Section 3.3.1.1 of the ITN.

13.

What is the minimum required total call capacity? See Attachment A. Section B.1.a.26.

14.

What is the minimum simultaneous inbound call capacity? Simultaneous inbound call capacity is not being tracked.

15.

What is the maximum wait time? Calls are considered abandoned if on hold for more than 30 seconds.

16.

What is the maximum hold time? Calls are considered abandoned if on hold for more than 30 seconds.

17.

What percentage of inbound calls must be answered by a live operator?

It’s the expectation that 100% of call are answered by a live operator.

18.

What percentage of calls must be resolved without a transfer, second call, or a return call?

All calls must be resolved without a transfer, second call or return call.

19.

What is the maximum percentage of calls that can be terminated by the caller without resolution?

It is expected that a minimum of 3 follow-up outbound calls be made to each participant for the purpose of enrollment.

20.

Is there a minimum or maximum number of operators and supervisors?

See Attachment A, Section B.4.a-d.

21.

What is the required degree of dedication for the call center?

(Can the call center awarded this project work on other contracts at the same time as this one)?

The degree of dedication must meet all requirements specified in the ITN and resulting contract deliverables.

22.

What is the required degree of dedication for the operators?

(Can the operators assigned to this contract work on other contracts at the same time as this one)?

See Answer to Question 21.

23.

Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

See Answer to Question 17.

24.

What are the recording and storage requirements for non-phone communications?

See Attachment H, Section 1.f-i.(1)-(4). and Section 2.a Application, Data Security, and Confidentiality, of the ITN.

25.

What was your average monthly call volume over the past year? Approximately 3,520 calls.

26.

What is the current number of seats for operators and supervisors at your existing call center?

See Answer to Question 21.

27.

What is the current average wait time for phone calls? Approximately 9 seconds.

28.

What is the current average handle time for phone calls and other types of communications?

The National Association of Quitline Consortium found the average call is 17.2 minutes. Cessation coaching calls with some populations such as pregnant women and people with behavior health conditions may be longer.

29.

What is the current average after-call work time for operators? This information is not available.

30.

Over the past year, what is the percentage of calls received in English versus non-English?

90% of calls were received through English phone lines, and English speakers made up 92.7% of telephone enrollments.

31.

Over the past year, what percentage of calls received were in Spanish?

10% of calls were received through Spanish phone lines, and Spanish speakers made up 7.2% of telephone enrollments.

32.

What time of day, days of the week, or times of the year do calls typically peak?

The peak months are January and February. Daily peak times are mid afternoon and evening.

33.

Section 1.3 (Solicitation Objective): The section states that the Department intends to make a single award (or no award), but also suggests that more than one contract may be awarded.

Does this mean that multiple statements of work could be part of a single award?

No, there will not be multiple statements of work; however, the Department intends to make single award.

34.

Section 3.8 (Subcontractor): This section states that known subcontract agreements at the time of Reply submission must be identified. Are Respondents required to identify and provide copies of all existing subcontracts, or just new subcontracts resulting from this solicitation?

Anticipated subcontract agreements specific to the provision of services under this ITN known at the time of Reply submission and the amount of the subcontract must be identified in the Reply.

35.

Task 8 in the Scope of Services: This task reads, “Coordinate with the Department’s marketing manager and media Contractors to reach Florida’s priority populations as determined by the Department.” To what extent are Respondents expected to describe their marketing and analytics capabilities?

Respondents are expected to give full transparency of their current marketing and analytics capabilities.

36.

Criteria #2 in the Technical Reply Scoring Rubric: This criterion refers to Respondent's “plans to evaluate the online courses.”

Should evaluation be construed as part of task 25(a) of the Scope of Services, another task, or a combination of tasks?

Yes, it corresponds with services from Task 25(a).

37.

Technical Reply Scoring: In scoring the Technical Reply, will evaluators be required to select one of the listed point values (e.g., 0, 50, or 100), or will they be able to assign any number of points between those values?

The evaluator may only assign one of the designated point values listed for each criteria and may not assign a number between those point values.

38.

Questions Related to Attachment K, Business Associate Agreement:

o Under Section 2(f): Can the restrictions and conditions that apply to this Agreement be the same or substantially similar to those we use with our subcontractors?

o Under Section 3(a): Does this section preclude our ability to use PHI to perform the services and for the proper administration of our business, which are both permissible uses of PHI under HIPAA? Please clarify under what circumstances express written consent would be required in performing and administering our services.

o Under Section 8: Would 5 business days after discovery be an acceptable alternative to 2

First question: Yes

Second question: PHI can be used to carry out the contract tasks with Department approval. Vendor shall not disclose information to any third party without the expressed written consent of the Department.

Third question: No business days in the event of any unauthorized access, use, or disclosure of PHI?

39.

Section 1.3 says that the Department intends to make a single award, but in the final sentence it says “if more than one Contract is awarded.” Will the department consider awarding the contract to multiple organizations?

See Answer to Question 33.

40.

Section 1.4 says "The Department is searching for a Respondent with the capacity to deliver innovative choices and provide the highest quality services possible to Florida’s tobacco users."

However, the cost reply has all costs separated into four buckets. If we propose innovative choices, should we include extra budget categories or roll them into one of the four categories (Telephone, internet, NRT, texting for youth)?

Respondents must provide pricing as specified in Attachment B, Cost Reply.

Pricing may also be a topic of discussion with those Respondents invited to negotiations with the Department.

41.

Section 2.4 Term says, “It is anticipated that the Contract resulting from this ITN will be for a five-year period from January 1, 2025, thru June 30, 2029”, however this is a 4.5 year period.

Can you confirm if the dates are correct?”

The contract will begin on the execution date or January 1, 2025, whichever is later, for a period of five years.

42.

2.6 Timeline, if contract award is delayed can the date that

services need to start also be extended by the same amount of time the award was delayed?

See Answer #41. All services are expected to begin on start date of contract.

43.

Section 3.3.2.1, Executive Overview: mentions “Courses” throughout this section AND in Attachment C, Evaluation Criteria Section 3.3.2.1.3 “Online courses” are mentioned. What are the expectations or criteria of these courses? Are courses meant to be a different service beyond phone, web and text quit counseling services or does this really refer to a variety of services?

Courses are synonymous with Cessation services in a text and or web format.

44.

Can you confirm that the services would start March 1, 2025? Is it possible for them to start April 1, 2025 instead?

No. The contract will begin on the execution date or January 1, 2025, whichever is later, for a period of five years.

45.

Section 3.3.2.1.3 “Describe in detail the respondent’s plan to evaluate the courses as specified in the Scope of Services (Attachment A),” but coordinating with an “Evaluator Contractor” is mentioned in Attachment A, 12 – what is the expectation of

The vendor is expected to have an internal system for self evaluations that monitors and tracks the vendor’s performance throughout the contract term.

evaluating courses or services by the quitline service vendor? Or will all evaluation be conducted by the “Evaluator Contractor”?

The Department’s formal evaluation will be conducted by an independent evaluator, “Evaluator Contractor”, to assess various aspects of the service provisions and outcomes .

46.

Section 3.8, Subcontractor, mentions that respondents may enter into written subcontracts for performance of services under the Contract. Later in the section, it says the Department will not authorize the use of subcontractors in the Contract resulting from this solicitation. Can you confirm that subcontractors are allowed?

Yes. Please see Addendum #3.

47.

Attachment A, 2. Financial Consequences, p. “Failure to Run Healthline Media Marketing Campaign as specified will result in a $5000.00 reduction in that quarter’s payment amount.” What is this item referring to and what responsibilities are expected of the quitline service vendor regarding marketing campaigns?

See modification to Section B.2.p, Financial Consequences, above.

48.

Attachment A, B.1.a.25 Refers to Text2Enroll – Is it acceptable to use a different texting program instead of “Text2Enroll”?

Yes, the Department is open to discussing alternative texting programs with Respondents who are selected for the negotiation phase.

49.

A, 4. Specific Staffing Requirements, says “Provider must employ and maintain a minimum total of 35 Quit Coaches who reside in Florida”. Given that phone counseling is a far smaller service in Florida than it was previously we, could provide phone counseling to Floridians with far fewer coaches than 35. Two questions on this:

a. Is it acceptable to employ fewer coaches – basically, enough needed to handle phone coaching?

b. This ITN is focused on innovation of services.

We would like to recommend additional services, some of which would be based in Florida. Would it be possible to have some services and/or other staff located in Florida instead of the phone counseling coaches?

a) No.

b) The Department is open to discussing innovative service possibilities with

Respondents who are selected for the negotiation phase.

50.

Attachment A, D. 3. Contract Renewal term says 3 years, but above it says 5 years. Can you confirm what the contract renewal term is?

See modification to Section D.3, Special Provisions, above.

51.

Attachment A, Section 23 says: “Operate the dial-in telephone-based tobacco cessation and reporting system, 1-877-U-CAN- NOW, 24 hours a day and 7 days a week.” Most quitlines have moved away from receiving calls 24 hours a day / 7 days a week due to the increase in popular digital tools and other vehicles for receiving NRT, and the substantial decrease in the volume of individuals who call quitlines in the late evening and early morning. Would it be acceptable to propose other services that run 24/7 without staffing the call center during these unpopular hours?

No.

52.

Attachment B refers to “ITN Section Reference” Tasks and required Performance Measures that are supposed to be listed in Section B.1.B, however, it is unclear what specific items the tasks and performance measures are referring to and appears the letter/numbering may be inaccurate. Can a list of the tasks and performance measures required be shared for each deliverable? For instance, for Deliverable Description “Telephone-based, tobacco cessation cognitive behavioral counseling services, what does: “Tasks B.1.a.1) thru Task B.1.a.17), B.1.a.23) thru B.1.a.27 and B.1.a.30) AND “See performance measures B.1.c.1).a) thru B.1.c.1).k) and B.1.c.1).p)” refer to?

See Attachment B refers to Scope of Services in Attachment A. References are correctly identified.

53.

Attachment B, Cost reply – there is a table for year five budget.

Since the contract is only for 4.5 years, should this year just reflect two quarters of costs?

The contract will be for five years.

54.

What level of indirect costs are allowable? Indirect is allowed at a max of 7.5% of annual budget

55.

Can you clarify the following - on Page 10, it states to describe in detail the Respondent’s plans to evaluate the “courses”, but on Page 52 states “online courses” . What are you looking for cessation courses or online courses? What is the difference? Is this website referring to materials we will share with clients or for internal training purposes?

The Department is requesting client online courses related to cessation courses.

56.

Does BTTF have an intake form data management system (quitline, web Coach, Chat/text) that can be easily transition too or do we have to develop create or purchase a data management system?

The Respondent must have a date management system as listed in the ITN.

57.

What is the name of quitline data management system currently used for quitline, web coach, texting/chat?

The current system is Rally Health.

58.

Will BTFF be using the existing Quitline database/system to capture data?

The Respondent must have a date management system as listed in the ITN.

59.

Who is the single registration provider API endpoint? The endpoint is Professional Data Analyst (PDA).

60.

Can BTFF please provide volume forecasts by communication channel (inbound call, outbound calls, chats, text), contact arrival patterns and Average Handle Time (AHT) for each communication channel?

Approximate volumes are as follows:

Inbound call range 34,000 to 36,000 per year;

Outbound call range 9,000 to 12,000 per year.

Calls are most active during the 8am to 7pm daily.

61.

What is the % allocation of volume across the channels (Telephone, Internet and Texting) within 24 hours as followed:

Day Shift 7am-3pm; afternoon 3pm-11pm and night shift 11pm- 7am? And weekends?

Telephone calls range from 157 to 200 during the 7am-11:59pm timeframe and 10 to 20 at 12am -6:59am.

The allocation volume of the internet has not been measured.

A current standalone texting service is not available.

62.

Can you clarify the following – on Page 11 you state to develop and maintain “course websites” , but on Page 54 states to develop and maintain “cessation websites”. What are you looking for course website or cessation websites? Please clarify what are you looking for and what is the difference?

Courses are synonymous with cessation services in a text, web, and phone format.

63.

Will the BTFF develop the marketing language for interactive text and chat services to Florida youth and adults or do want us to develop marketing as our plan to promote interactive text and chat as requested in section 3.3.2.1.7 of the technical response?

The awarded Respondent will work jointly with BTFF media to develop marketing materials to promote services.

64.

Will we need to create the self-paced online courses and resources to parents, adults, and school counselors to help them support youth during their journey to quit vaping or will this be created by BTFF? Reference Page 37, paragraph 25) a).

The awarded Respondent will be responsible for developing self-paced online cessation resources for parents, adults and school counselors to help them support youth during their journey to quit vaping..

65.

Does BTFF have a training website for staff and/or a website for continuing education of staff?

No.

66.

On page 55, it states to promote interactive text and Chat for youth and adults, are there any parameters that we need to be aware since the state has a marketing team?

The Department will review and approve all content for the interactive text and chat targeting youth and young adults. The interactive text and chat must have parental permission controls for youth enrollment.

67.

For Budget (Attachment B), do you need any budget details/budget justifications? or just use the budget template (attachment b) and provide total cost? It’s confusing since in the ITN section box it states, “must provide performance measures”.

Can you please clarify?

No. Respondent must include Attachment B, Cost Reply, as specified as part of their submission

68.

Can you explain what the Run Healthline Media Marketing Campaign is (Attachment A- Page 43)?

The Healthline media marking campaign has been removed and ITN has been updated.

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to post the bond or other security required by law within the time allowed for filing a bond shall constitute a waiver of proceedings under Chapter 120, Florida Statutes.