Mississippi Department of Health

Procurement Dorthy Young, -

570 East Woodrow Wilson Drive, Jackson, MS 39216

(855) 767-0170

QUESTION & ANSWER REPORT

IFB No. RFX3160007971/2026-IFB-052 Mississippi Tobacco Quitline Services

RESPONSE DEADLINE: April 24, 2026, at 4:00 pm

Monday, March 30, 2026

Approved, Unanswered Questions

Approved, Answers Provided

1. No subject Mar 24, 2026 9:33 AM

Question: Has the current contract gone full term? Have all options to extend the current contract been exercised?

Mar 24, 2026 9:33 AM

N/A, Currently no contract in place.

Mar 30, 2026 4:27 PM

2. No subject Mar 24, 2026 9:33 AM

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

Mar 24, 2026 9:33 AM

3. No subject Mar 24, 2026 9:33 AM

Invitation For Bid - Mississippi Tobacco Quitline Services

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

Mar 24, 2026 9:33 AM

4. No subject Mar 24, 2026 9:34 AM

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

Mar 24, 2026 9:34 AM

5. No subject

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

Mar 24, 2026 9:34 AM

N/A Currently, there is no contract in place.

6. No subject

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

Mar 24, 2026 9:34 AM

N/A Services or telehealth.

7. No subject

Question: What is the maximum wait time?

Calls are typically answered within 30 seconds.

8. No subject Mar 24, 2026 9:36 AM

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

Mar 24, 2026 9:36 AM

9. No subject

Question: What is the maximum hold time?

Mar 24, 2026 9:34 AM

10. No subject

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

Mar 24, 2026 9:34 AM

This data is not currently tracked or captured.

11. No subject Mar 24, 2026 9:35 AM

Question: What are the call center's hours of operation?

24/7 (Sunday – Saturday)

12. No subject

Question: What are the required language options?

Mar 24, 2026 9:35 AM

English, Spanish, French, Korean, Vietnamese, Russian, Greek, Deaf and Hard of Hearing, and Deaf and Hard of Hearing with video relay.

13. No subject

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

Mar 24, 2026 9:35 AM

The Quitline call center must be readily available for Mississippi callers 24 hours a day, seven days a week.

14. No subject

Question: What is the required degree of dedication for the operators?

Mar 24, 2026 9:35 AM

Ideally, operators must be trained tobacco treatment specialists.

15. No subject

Question: What was your average monthly call volume over the past year?

Mar 24, 2026 9:35 AM

Fiscal year 2025 (July 1, 2024 – June 30, 2026), the Quitline call volume was 5,422.

16. No subject

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

Mar 24, 2026 9:35 AM

The Mississippi State Department of Health does not specify the number of operators assigned to handle calls. The vendor is responsible for ensuring sufficient staffing levels to meet the requirements outlined in the scope of services.

17. No subject

Question: What is the current average wait time for phone calls?

Mar 24, 2026 9:35 AM

The most recent “wait time” data available is for fiscal year 2024 (July 1, 2023 – June 30, 2024). 1919 calls were answered live (live answer call rate). 1705 calls were answered within 30 seconds; 214 calls were answered after more than 30 seconds.

18. No subject

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

Mar 24, 2026 9:35 AM

This data is not currently tracked or captured.

19. No subject

Question: What is the current average after-call work time for operators?

3,963 calls.

20. No subject

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

Mar 24, 2026 9:36 AM

5 calls.

21. No subject

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

Mar 24, 2026 9:36 AM

Peak times for the Quitline vary from month to month. Call volumes typically increase during national and state media campaigns.

22. No subject

Question: Why has this bid been released at this time?

Mar 24, 2026 9:36 AM

The Mississippi State Department of Health is seeking to procure the services of a Quitline vendor.

23. No subject

Question: Does this replace solicitation 2025-REQ-266 that was due 1/30/2026? What happened to that solicitation?

Mar 24, 2026 9:36 AM

Due to the State of Mississippi procurement rules and regulations, the project must be solicited as an Invitation for Bids (IFB).

24. No subject

Question: 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?

Mar 24, 2026 9:36 AM

No. No, bidders must submit proposals in accordance with the outlined pricing table and specified categories.

25. No subject

Question: Please reconfirm the due date for this procurement by providing it in response to answers to questions.

Mar 24, 2026 9:36 AM

April 24, 2026.

26. Submission Mar 24, 2026 11:19 AM

Question: A few question: (1) Is there an implementation grace period as far as making sure these services are available? Or is that day 1? Or will there be enough time between bid approval and the start date to make sure services are avaialble? (2) Is the vendor given access to the quitnow website once the bid has been approved? (3) Is there an existing text a coach/email services platform available or will the vendor need to have its own text and email platform? (4) Will bids be reviewed and evaluated based on meeting the minimum requirements and lowest bid? Or will additional services that are able to be offered be considered in the award process? Thanks. Jonathan Hontzas jhontzas@umc.edu

Mar 24, 2026 11:19 AM

1. The selected vendor must be prepared to begin services immediately upon contract award. 2.Yes, the selected vendor will have access to QuitNow calls. The Office of Adult Health: Tobacco Control will ensure that calls are appropriately routed to the selected vendor. 3. The vendor is expected to have the capacity to provide all services, including text-a-coach, email, digital, and mailto:jhontzas@umc.edu other related support. 4. The Agency provides a detailed scope of services and the minimally acceptable vendor qualifications. The Agency is required to contract with the responsive and responsible vendor(s) who submitted the lowest bid price(s). An IFB requires that the Agency use objective factors to determine whether the vendor is responsive, responsible, and submitted the lowest bid.

27. Previous vendor Mar 26, 2026 9:58 AM

Question: Who is the current or most recent vendor for this work?

Mar 26, 2026 9:58 AM

There is currently no vendor; Consumer Wellness was the previous vendor.

28. Budget Mar 26, 2026 9:59 AM

Question: What is the budget for this project? If you're not able to share the budget, what was the budget for the previous iteration of this contract?

Mar 26, 2026 9:59 AM

N/A.

29. No subject Mar 27, 2026 1:58 PM

Question: Can the State provide the evaluation criteria and/or scoring matrix, including any applicable weighting, that will be used to assess proposals under this IFB?

Mar 27, 2026 1:58 PM

The Agency provides a detailed scope of services and the minimally acceptable vendor qualifications.

The Agency is required to contract with the responsive and responsible vendor(s) who submitted the lowest bid price(s). An IFB requires that the Agency use objective factors to determine whether the vendor is responsive, responsible, and submitted the lowest bid.

30. No subject Mar 27, 2026 1:58 PM

Question: Are vendors permitted to provide a supplemental budget narrative to accompany the IFB’s budget template?

Mar 27, 2026 1:58 PM

As outlined in the IFB: Additional Information: For any additional information requested or required by any of your previously provided answers or as stated within this IFB, please upload the additional documentation here. This includes but is not limited to a redacted copy (if applicable) of the Offeror's submittal, in which all information deemed to be confidential, commercial, and financial and/or trade secrets is redacted in black.

31. No subject Mar 27, 2026 1:59 PM

Question: The RFP specifies that the Quitline vendor will monitor and report the number of enrollments for email services. Can MSDH please clarify whether this requirement refers to: A. Participants who enroll directly via an email-based intake or enrollment pathway, or B. The number of participants who opt in to receive email communications (e.g., educational content, reminders) as part of another service, such as phone or web enrollment?

Mar 27, 2026 1:59 PM

A – This requirement refers to the number of Participants who enroll directly via an email-based intake or enrollment pathway.

32. No subject Mar 27, 2026 1:59 PM

Question: The RFP specifies that the Quitline vendor will submit quarterly reports on tobacco cessation training efforts using the tobacco control program online data reporting system. Can MSDH please clarify the scope of reporting expected for this requirement? Specifically, does this reporting pertain only to online trainings conducted or supported by the vendor, or should it include other training activities?

Mar 27, 2026 1:59 PM

Yes, this refers to online referral training conducted by the vendor. These training requests will typically be made by the MSDH Office of Adult Health: Tobacco Control.

33. No subject Mar 30, 2026 9:51 AM

Question: Can MSDH clarify whether the detailed supporting documentation required with each invoice (e.g., payroll registers, receipts, canceled checks) is mandatory for all vendors, or if alternative documentation (e.g., summary financial reports, attestation) would be acceptable?

Mar 30, 2026 9:51 AM

Yes, detailed supporting documentation is required with each invoice.

34. No subject Mar 30, 2026 9:52 AM

Question: Are there thresholds (e.g., dollar amount or cost category) where supporting documentation is required vs. summary reporting is acceptable?

Mar 30, 2026 9:52 AM

No.

35. No subject Mar 30, 2026 9:55 AM

Question: What is the expected contract start date and transition period?

Mar 30, 2026 9:55 AM

The expected start date is July 1, 2026; transition period, N/A.

36. No subject Mar 30, 2026 9:55 AM

Question: Are there any state-specific cybersecurity requirements beyond standard HIPAA compliance?

Mar 30, 2026 9:55 AM

No, vendors are expected to have the necessary security requirements in place to safeguard participants' information.

37. No subject Mar 30, 2026 9:56 AM

Question: What level of customization is expected for reports (e.g., are standard NAQC reports acceptable)?

Mar 30, 2026 9:56 AM

Answered by Sharonda Banks: MONTHLY REPORTS: 1. Total incoming calls 2. Live response rate 3.

Average speed of answer 4. Messages left 5. Number of participants registered for services by type of participant (tobacco user, proxy, and provider) 6. First-time participants vs. Repeat participants 7. Other calls (calls not resulting in registered client): public/info, prank, wrong number, etc. 9. Tobacco users by type of tobacco 10. Use of Marijuana/THC products 11. Pregnancy status (pregnant, post-partum, breastfeeding, planning pregnancy) 12. Tobacco users by race 13. Tobacco users by ethnicity 14.

Tobacco users by gender 15. Tobacco users by age 16. Tobacco users by education 17. Tobacco users by language 18. “How heard about” responses with customization based upon state promotional efforts

19. Participants by health plan 20. Participants by mental and or behavioral health status 21. Participants by Chronic diseases 22. Referrals and services provided 23. Total services provided in the current month (current month’s registrants) 24. Services provided to tobacco users in the current month 25. Services provided to web participants in the current month 26. Services provided to behavioral health participants in the current month 27. Services provided to clients during the month, regardless of registration date • Single call intervention: registered, completed, attempt letter, materials only • Multiple call intervention: registered, completed 1st, 2nd, 3rd, 4th calls, etc. attempt letter, ad-hoc calls)

• Web-based interventions • Text-based interventions • Pharmacology sent out • Materials (aka “quit kits”) sent to registrants (number by type) 28. Services provided to Medicaid beneficiaries in the current month 29. Services provided to behavioral health participants in the current month QUARTERLY REPORTS: 1. Race by county 2. Gender by county 3. Ethnicity by county 4. Participant type by county 5.

Income (utilizing BRFSS (Behavioral Risk Factor Surveillance System income ranges) 6. Insurance status 7.

Health Plan 8. Employment status -Note: employer name must be included in the client database, but not reported in monthly or quarterly reports 9. An export of the 'raw,' patient database as a comma-delimited file validated by MSDH for import into existing SPSS templates. 10. Provide data report to the National Quitline Data Warehouse. 11. Aggregate Data Set by Program Participant (exclusive of any monthly reporting) • Number of counseling sessions by participant during the service period (from the date of intake to the date that the participant stops receiving those services [this would imply an aggregated list by quarter of the participants that finished their corresponding service period]) • Number of NRT orders by participant during the service period • Sociodemographic variables • Insurance type • Referral type • Referral source • Motivation to quit • Number of completed counseling sessions

38. No subject

Question: Can MSDH provide sample report templates or examples of expected deliverables?

Mar 30, 2026 9:56 AM

All deliverable expectations are detailed in the IFB; please refer to the scope of work for specifics.

39. No subject Mar 30, 2026 9:57 AM

Question: For raw data file submissions, are there specific formatting or platform requirements beyond what is listed (e.g., SPSS templates, SFTP specifications)?

Mar 30, 2026 9:57 AM

Please refer to the data management section on the scope of work. Data Management: 1. The Quitline vendor will meet all data submission requirements outlined in this Scope of Work. Failure to meet these requirements may impact the timely payment of reimbursement requests and the opportunity for future funding. Deliverable: Upload data submission to the SFTP or other file share medium monthly, as outlined in the Scope of Work.

40. No subject

Question: Can MSDH provide historical or estimated annual call volume, enrollment, and NRT utilization to inform pricing assumptions?

Mar 30, 2026 9:57 AM

Fiscal year 2025, the Quitline's call volume was 5,422; Quitline Enrollments: 2,205; NRT utilization 3,893.

41. No subject

Question: Can MSDH provide more detail on the existing EHR systems referenced (e.g., UMMC, Coastal Family Health)?

The listed facilities use the Epic EHR system.

42. No subject Mar 30, 2026 9:58 AM

Question: What level of integration is expected (e.g., bidirectional, HL7, simple referral portal)?

Mar 30, 2026 9:58 AM

The vendor is responsible for ensuring that any referral solution, whether a portal or integrated system, is secure and fully compatible with existing EHR platforms (such as Epic EHR). While a specific integration model is not mandated, the solution should be capable of supporting standard healthcare data exchange practices (e.g., HL7) and, where applicable, allow for bidirectional data sharing to facilitate efficient referral management. At a minimum, a secure referral portal is required, but vendors are encouraged to propose more advanced integration approaches that enhance interoperability and streamline workflows.

43. No subject

Question: Are there existing assets (e.g., website, data systems) that will transfer to the awarded vendor?

Mar 30, 2026 9:58 AM

No, there are no existing assets (such as websites, data systems, or platforms) that will transfer to the awarded vendor. The vendor is expected to have, or be prepared to provide, all necessary resources, systems, and operational platforms required to support and carry out the scope of work.

44. No subject Mar 30, 2026 1:36 PM

Question: Can the state clarify the minimum age of a participant to receive any services under this contract?

Mar 30, 2026 1:36 PM

Quitline participants must be 18 years of age or older.

45. No subject

Question: Can the state clarify the intended frequency for delivery of quit rate and satisfaction data?

Mar 30, 2026 1:36 PM

This is a yearly deliverable.

46. No subject

Question: Can the state confirm that the only reimbursable line items are those listed in the bid form (i.e., telephone counseling, contractual services, and nicotine replacement therapy)?

Mar 30, 2026 1:36 PM services must be billed strictly in accordance with the line items specified in the bid form.

47. No subject Mar 30, 2026 9:51 AM

Question: Would MSDH consider a fee-for-service or fixed-price model in lieu of cost-reimbursement with detailed supporting documentation?

Mar 30, 2026 9:51 AM

No

48. No subject Mar 30, 2026 9:54 AM

Question: Can MSDH clarify expectations for indirect cost documentation and whether a federally negotiated indirect rate (NICRA) would be accepted in lieu of detailed allocation support?

Mar 30, 2026 9:54 AM

This is an independent contract; therefore, there is no expectation for indirect cost documentation.

49. No subject

Question: Will the State accept a cost narrative in support of Bid Proposal?

Mar 30, 2026 9:56 AM

There is a required bid form in the solicitation; please use the form included.

50. No subject

Question: Are there budget caps or anticipated funding ranges associated with this procurement?

Mar 30, 2026 9:57 AM

Please provide your best and final offer.

51. No subject

Question: Would MSDH consider modifications to contract terms related to indemnification and liability?

Mar 30, 2026 9:58 AM

These are board-required terms and are non-negotiable.

52. No subject

Question: Are bidders required to submit a Certificate of Insurance at the time of bid submission?

Mar 30, 2026 1:36 PM

Not required, but would be acceptable.

53. No subject

Question: Are bidders permitted to submit a budget narrative? If so, in what format(s) will this be permitted?

Mar 30, 2026 1:36 PM

There is a required bid form in the solicitation; please use the form included.

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