ESBD_378235_1733872590877_HHS0014612_HHSC Response to Solicitation Questions.pdf

RFO No. HHS0014612 Page 1 of 28

Solicitation Title: Take Charge Texas Support Services

Solicitation Number: HHS0014612

HHSC Response to Solicitation Questions

Question

Reference Vendor Question HHSC Response

1. Solicitation Package Reference: Section 2.1, Description of Services, Question Topic: TCT Platform Architecture

Can you provide more details about the current platform architecture and technology stack used for the Take Charge Texas (TCT) system, including any key frameworks, programming languages, and hosting environments?

Are there any plans for a platform upgrade or migration during the contract period, or should the contractor expect to maintain and enhance the existing system?

Yes, refer to Procurement Library to the Solicitation.

HHSC has no plans for a platform upgrade or migration during the Contract Term.

RFO No. HHS0014612 Page 2 of 28

Question

Reference Vendor Question HHSC Response

2. Solicitation Package Reference: Page 10, Section

2.1 Description of Services

Question Topic: TCT System Architecture

Could you provide a detailed diagram of the current TCT system architecture, including key infrastructure components and their interactions?

Additionally, are there any existing performance benchmarks or monitoring tools currently in place for

TCT?

Yes, refer to Addendum No. 3 to the Solicitation.

HHSC has no existing performance benchmarks or monitoring tools in place for the TCT application.

3. Solicitation Package Reference: Page 11, Section

2.4.4 DSHS SR Ticketing

Process Question Topic: Service Request Management

Can you clarify the typical volume of service requests (SRs) expected on a monthly or quarterly basis, and how are they distributed across the various support levels (1, 2, 3)?

In response to both questions, refer to Procurement Library to the Solicitation.

RFO No. HHS0014612 Page 3 of 28

Reference Vendor Question HHSC Response

4. Solicitation Package Reference: Page 11, Section

2.1 Description of Services

Question Topic: Third- Party Tools

Are there any specific third-party software or tools that must be integrated with TCT, or any third-party providers whose systems the contractor needs to work with for data exchange or reporting?

Yes, HHSC has external system integrations, data exchanges and reporting with third party providers.

5. Solicitation Package Reference: Page 11, Section

2.1 Description of Services

Question Topic: Software Maintenance

How are software patches and security updates currently managed, and what is the contractor's responsibility for keeping the system up-to-date with the latest security vulnerabilities and patches?

HHSC has software patches and security patches which are currently managed through industry standard processes.

Refer to Section 2.1(i) (Description of Services) of the

RFO.

RFO No. HHS0014612 Page 4 of 28

Reference Vendor Question HHSC Response

6. Solicitation Package Reference: Page 11, Section

2.3 Phase I – Transition

Question Topic: Transition Phase Deliverables

Can you provide more details on the expectations for the Transition Phase, specifically the transition of responsibilities from the incumbent contractor and knowledge transfer?

Refer to Section 2.3 (Phase I – Transition) of the RFO.

7. Solicitation Package Reference: Page 13, Section

2.4.1 Scrum Methodology –

Agile-Focused Sprints Question Topic: Sprint Planning and Execution

For the agile Scrum methodology, how frequently do you anticipate changes in sprint goals, and what level of flexibility is expected in adjusting sprint backlogs or scope during the project?

HHSC follows industry standard Agile processes.

During Contract operations the Contractor team and HHSC IT team will discuss and make necessary adjustments during Sprint Planning and Execution. Refer to Section 2.4.1.3(a) (Sprint Planning) of the RFO.

8. Solicitation Package Reference: Page 13, Section

2.3.2 Key Personnel

Question Topic: Key Personnel Qualifications

Are there specific qualifications or certifications required for the Account Manager or other key personnel assigned to this contract?

Refer to Sections 2.3.2.1 (Account Manager) and 2.3.2.2 (Replacement of Key Personnel) of the RFO.

RFO No. HHS0014612 Page 5 of 28

Reference Vendor Question HHSC Response

9. Solicitation Package Reference: Page 13, Section

2.3.3 Disaster Recovery Test

Question Topic: Disaster Recovery Testing Procedures

Could you clarify the disaster recovery testing scenarios you expect to be simulated, and what specific success criteria are used to evaluate the effectiveness of these tests?

Refer to Addendum No. 4 to the Solicitation.

The Disaster Recovery testing scenarios simulate daily operations testing.

10. Solicitation Package Reference: Page 13, Section

2.4.4.5 Priority Levels, Service Times Question Topic: SR Priority Levels

Could you provide more information on how priority levels (Critical, High, Medium, Low) are assigned to service requests and whether there is flexibility in the deadlines for resolution based on resource availability?

Refer to RFO Section 2.4.4.5 (Priority Levels, Service Times) to the Solicitation. Table 3 (Priority Levels and Service Times) describes resolution time parameters.

Contractor is expected to plan its resources accordingly to meet the resolution time parameters.

RFO No. HHS0014612 Page 6 of 28

Reference Vendor Question HHSC Response

11. Solicitation Package Reference: Page 15, Section

2.4.1.2 Sprint Team

Contractor Roles Question Topic: Sprint Team Composition

Can you confirm the ideal composition of the sprint team and any flexibility in the roles and personnel required based on the size and scope of the sprint products?

Refer to Section 2.4.1.1 (Sprint Team Composition) of the RFO and Procurement Library to the Solicitation.

Contractor is expected to determine the composition of its sprint team.

12. Solicitation Package Reference: Page 22, Section

2.4.5 Security Requirements

Question Topic: Security and Compliance Standards

What specific security standards and frameworks (e.g., HIPAA, FISMA) must the contractor adhere to while maintaining TCT, especially in terms of data encryption, user authentication, and access management?

Refer to Exhibit I (HHS Information Security and Privacy Requirements) and Exhibit D (HHS Data Use Agreement (DUA), Version 8.5), to the Solicitation.

RFO No. HHS0014612 Page 7 of 28

Reference Vendor Question HHSC Response

13. Solicitation Package Reference: Page 22, Section

2.4.5 Security Requirements

Question Topic: Compliance Reporting

What type of compliance reporting and audit documentation will the contractor need to provide for security and privacy measures, especially in relation to HIPAA or other applicable regulations?

Refer to Exhibit I (HHS Information Security and Privacy Requirements) to the Solicitation.

14. Solicitation Package Reference: Page 23, Section

2.4.6 Key Performance

Measures and Associated Remedies Question Topic: Performance Evaluation

Could you provide more details on the specific Key Performance Measures (KPMs) used to evaluate contractor performance, and what constitutes non-compliance for each metric? How are liquidated damages assessed for failure to meet these KPIs?

Refer to Exhibit K (Key Performance Measure and Liquidated Damage) to the Solicitation.

RFO No. HHS0014612 Page 8 of 28

Reference Vendor Question HHSC Response

15. Solicitation Package Reference: Page 24, Section

2.5 Turnover Phase

Question Topic: Turnover Phase Expectations

How will success be measured during the Turnover Phase, and what are the key criteria for a successful handoff to a successor contractor or internal DSHS team?

Refer to Exhibit L (Deliverables), DEL-05 (Turnover Plan), to the Solicitation.

16. Solicitation Package Reference: Page 27, Section

2.8 Hours of Operation

Question Topic: Contractor Availability

Could you confirm the required hours of support for the contractor during business days and whether there are any additional expectations for support during extraordinary events (e.g., legislative sessions, disasters)?

Refer to RFO Section 1.2 (Definitions) for Business Day, and Section 2.8 (Hours of Operation) to the Solicitation.

Contractor is required to plan its resources accordingly.

RFO No. HHS0014612 Page 9 of 28

Reference Vendor Question HHSC Response

17. Solicitation Package Reference: Page 30, Section

3.1 Schedule of Events

Question Topic: Schedule and Timeline

Could you confirm if the anticipated Contract Effective Date of June 2025 is firm, or if there could be any delays in the award process?

Refer to Section 3.1 (Schedule of Events) of the RFO.

18. Solicitation Package Reference: Page 49, Section

7.1 Cost Proposal

Question Topic: Cost Proposal Details

Can you provide any additional guidelines or expectations regarding the cost proposal, especially in terms of how to account for supplemental services or agile sprint-related tasks in the bid?

HHSC guidelines and expectations regarding the Cost Proposal are outlined in Exhibit F of this RFO.

19. General Question

Budget Determination:

Has the DSHS determined a budget for this contract?

If so, could you please share the budget amount?

A disclosure of internal budget details for this procurement will not be provided.

RFO No. HHS0014612 Page 10 of 28

Reference Vendor Question HHSC Response

20. General Question

Place of Performance:

What is the place of performance for this work?

Refer to Addendum No. 4 to the Solicitation.

21. General Question

Remote Work:

Is remote work allowed? Refer to Addendum No. 4 to the Solicitation.

22. General Question

Submission Due Date Extension:

Can the DSHS consider extending the submission due date by two weeks?

This extension would allow us to provide a more comprehensive and robust proposal and identify qualified and experienced resources.

Refer to Addendum No. 2 to the Solicitation.

RFO No. HHS0014612 Page 11 of 28

Reference Vendor Question HHSC Response

23. General Question

Incumbent Information:

Is there an incumbent currently performing this work? If so, could you please provide the incumbent's name, current contract number, duration, historical level of effort, and contract value?

The requested information is not necessary to respond to the Solicitation.

24. General Question

Incumbent Eligibility:

Is the incumbent eligible to submit a bid for this project?

This Solicitation is advertised on the Electronic State Business Daily (ESBD) for all vendors to respond.

25. General Question

Section 2.3.2. Key Personnel (Account Manager):

Is the DSHS looking for a resume for only the Account Manager or all the personnel required for this contract? Please clarify.

Refer to Section 5.1.3 (Key Staffing Profile) of the RFO.

RFO No. HHS0014612 Page 12 of 28

Reference Vendor Question HHSC Response

26. General Question

Section 6.3. References:

Respondent shall provide a minimum of three (3) references from similar contracts or projects performed, preferably for state and/or local government, within the last five (5) years.

Is the Offeror allowed to provide Federal clients as references in order to be responsive? Please clarify.

Refer to Section 6.3 (References) of the RFO.

27. General Question

Are there any specific confidentiality or data protection practices that the contractor must adopt while working with sensitive information within TCT?

Refer to Section 2.4.5 (Security Requirements) of the RFO, Exhibit B (Health and Human Services (HHS) Uniform Terms and Conditions – Vendor, Version 3.4), Exhibit D (HHS Data Use Agreement (DUA), Version 8.5), Exhibit D-1 (Attachment 2 to the DUA, SPI Version 2.1), and Exhibit I (HHS Information Security and Privacy Requirements) to the Solicitation.

RFO No. HHS0014612 Page 13 of 28

Reference Vendor Question HHSC Response

28. General Question

What other systems, external or internal, does TCT need to integrate with? Are there any existing integration APIs or connectors that the contractor needs to support?

HHSC has external system integrations, data exchanges and reporting with third party providers.

29. General Question

What tools or platforms do you currently use for SR management (e.g., Jira Software)? Is there an existing SR prioritization framework, and how do you envision it working with the contractor's processes?

The requested information is not necessary to respond to the Solicitation.

RFO No. HHS0014612 Page 14 of 28

30. General Question

Is there an existing disaster recovery plan that the contractor will need to integrate with, or should the contractor develop a new plan in collaboration with DSHS?

Refer to Addendum No. 4 to the Solicitation.

31. General Question

What is the typical scope for development, modernization, and enhancement (DME) services, and how often are these enhancements expected to be implemented?

Refer to Section 2.4.3 (DME Services) of the RFO and Procurement Library to the Solicitation.

RFO No. HHS0014612 Page 15 of 28

32. General Question

Can you provide examples of past enhancements or updates that were critical to TCT, and what specific criteria did DSHS use to evaluate the success of those enhancements?

Refer to Artifact A - TCT System Details in the Procurement Library of this Solicitation.

33. General Question

What is the desired uptime and availability target for TCT (e.g., 99.9% uptime), and are there any key performance indicators (KPIs) for system performance that the contractor should be aware of?

Refer to Section 5.2.1 (System Availability and Capacity) of the RFO. There is no KPM for (e.g., uptime) in the Solicitation.

RFO No. HHS0014612 Page 16 of 28

34. General Question

Are there any specific system performance issues or areas of improvement from past operations that should be prioritized in the new support model?

The requested information is not necessary to respond to

35. General Question

Are there specific requirements or expectations for on-site versus remote support for the maintenance and operations of TCT?

Refer to Addendum No. 4 to the Solicitation.

36. General Question

Can you provide more details on the flexibility of the contractor’s resource allocation, especially during peak demand periods (e.g., legislative sessions, disaster recovery testing)?

HHSC requires Contractor’s staff to properly allocate resources as needed. Refer to Section 5.2.1 (System Availability and Capacity) of the RFO.

RFO No. HHS0014612 Page 17 of 28

37. General Question

Are there any historical challenges with TCT that the contractor should be aware of, particularly in terms of recurring issues or bottlenecks?

The requested information is not necessary to respond to the Solicitation.

38. Reference: Section 2.1 (Description of Services), Clarification on Priorities:

Are there specific functionalities or areas of the TCT system (e.g., client portal, pharmacy portal) that are considered higher priority for initial work?

The requested information is not necessary to respond to the Solicitation.

39. Reference: Section 2.3 (Phase I – Transition), Pages 11–12

Transition Phase Details:

Are there any anticipated challenges during the transition from the incumbent provider that we should prepare for (e.g., access to documentation, incumbent cooperation)?

RFO No. HHS0014612 Page 18 of 28

Reference Vendor Question HHSC Response

40. Reference: Section 2.6 (Supplemental Services), Supplemental Services:

Can you provide more clarity on the frequency and nature of potential supplemental service requests?

Refer to Section 2.6 (Supplemental Services) of the RFO.

Supplemental Services are infrequent.

41. Reference: Section 2.4.1.3 (Sprint Activities), Page 16

Sprint Planning: Are there specific expectations for the structure or outputs of sprint planning sessions (e.g., specific tools or templates required)?

Refer to Section 2.4.1.3 (Sprint Activities) of the RFO.

42. Reference: Section 2.4.1.2 (Sprint Team Contractor Roles), Page 14

Team Composition: Are there any required certifications or qualifications for sprint team members beyond general expertise?

Refer to Sections 2.4.1.1 (Sprint Team Composition) and

2.4.1.2 (Sprint Team Contractor Roles) of the RFO.

RFO No. HHS0014612 Page 19 of 28

Reference Vendor Question HHSC Response

43. Reference: Section 2.4.5 (Security Requirements), Security Standards: Are there additional HHSC-specific security or privacy requirements beyond those outlined (e.g., detailed expectations for audits, reporting on incidents)?

Refer to Section 2.4.5 (Security Requirements) of the RFO, Exhibit D (HHS Data Use Agreement (DUA), Version 8.5), Exhibit D-1 (Attachment 2 to the DUA, SPI Version 2.1), and Exhibit I (HHS Information Security and Privacy Requirements) to the Solicitation.

44. Reference: Section 2.4.5(l) (Security Requirements), Remote Work Guidelines:

Are there specific protocols or tools required for remote work, especially for accessing sensitive data?

Contractor must provide its own protocols or tools for its remote staff. Refer to Section 2.4.5(l) (Security Requirements) of the RFO.

45. Reference: Section 2.4.6 (Key Performance Measures and Associated Remedies), Performance Measures:

How will performance be evaluated during the initial stages of the contract, and are there specific reporting templates we need to follow?

Performance Measures will be monitored by the HHSC IT Contract Manager.

RFO No. HHS0014612 Page 20 of 28

Reference Vendor Question HHSC Response

46. Reference: Section 2.4.4.4 (Service Request Process), Incident Management: Can you clarify the process and tools for handling service requests and incidents, including integration with your ticketing system?

For incident management methodology and processes HHSC uses OpenText Application Lifecycle Management, Jira and BMC Helix IT Service Management.

47. Reference: Section 2.9 (Invoicing), Page 28

Invoicing Details: Are there specific requirements for invoicing (e.g., format, frequency, submission platform) beyond those mentioned in the RFP?

No, please refer to Section 2.9 (Invoicing) of the RFO.

48. Reference: Section 2.3.2.2 (Replacement of Key Personnel), Page 12

Staffing Changes: What is the protocol for replacing key personnel during the contract term if necessary?

Refer to Section 2.3.2.2 (Replacement of Key Personnel) of the RFO.

RFO No. HHS0014612 Page 21 of 28

Reference Vendor Question HHSC Response

49. Reference: Section 2.6 (Supplemental Services), Historical Data: Are there records of past incidents, service requests, or enhancement work that would help us understand the expected volume and nature of work?

Refer to the Procurement Library to the Solicitation.

50. Reference: Section 2.3 (Phase I – Transition), Page

Previous Challenges: Are there specific pain points or lessons learned from the incumbent provider that we should address or avoid?

The requested information is not necessary to respond to the Solicitation.

51. Reference: Section 3.1 (Schedule of Events), Page

Schedule of Events: Are there any anticipated changes to the contract timelines (e.g., start dates, transition deadlines)?

Refer to Addendum No. 2 to the Solicitation.

RFO No. HHS0014612 Page 22 of 28

Reference Vendor Question HHSC Response

52. Reference: Section 2.8 (Hours of Operation), Page

Flexibility: How flexible are the service times for incidents requiring after-hours support?

Refer to Section 2.8 (Hours of Operation) of the RFO.

53. RFO for Take Charge Texas Support Services, pg. 34

Section 3.5.2 Page Limit and Supporting Documentation

Is it acceptable to use a font size less than 12-point font for text that appears within graphic images?

Yes, less than 12-point font for text that appears with graphic images is acceptable.

54. RFO for Take Charge Texas Support Services, pg. 35

Section 3.5.4 Exceptions

Is it acceptable to submit Exhibit M - Exceptions Form in .pdf format?

Yes, searchable PDF format is acceptable.

55. RFO for Take Charge Texas Support Services, pg. 35

Section 3.5.5 Assumptions

Is it acceptable to submit Exhibit N - Assumptions Form in .pdf format?

Yes, searchable PDF format is acceptable.

56. Microservices or Monolith Is the system built on microservices or a monolithic architecture?

RFO No. HHS0014612 Page 23 of 28

Reference Vendor Question HHSC Response

57. Microservices or Monolith How are inter-service communications and dependencies managed?

The requested information is not necessary to respond to the Solicitation.

58. Current Technology Details What programming languages, frameworks, and tools are used in the system?

The requested information is not necessary to respond to the Solicitation.

59. Current Technology Details Are there any legacy systems involved? If so, what challenges do they present?

The requested information is not necessary to respond to the Solicitation.

60. Current Technology Details Is there a CI/CD system for development? If so, what is the architecture?

The requested information is not necessary to respond to the Solicitation.

61. Reliability and Failures Are there any single points of failure in the system?

RFO No. HHS0014612 Page 24 of 28

Reference Vendor Question HHSC Response

62. Reliability and Failures What is the current uptime percentage of critical services?

The requested information is not necessary to respond to the Solicitation.

63. HIPAA-Specific Practices How are data access and modification logs maintained for HIPAA compliance?

The requested information is not necessary to respond to the Solicitation.

64. Peak Load Management What was the highest load the system handled, and how did it perform?

The requested information is not necessary to respond to the Solicitation.

65. Peak Load Management Are there any known bottlenecks that need immediate attention?

The requested information is not necessary to respond to the Solicitation.

66. Monitoring and Alerts What monitoring tools are in use (e.g., Datadog, Prometheus)?

RFO No. HHS0014612 Page 25 of 28

Reference Vendor Question HHSC Response

67. Monitoring and Alerts How are alerts configured to distinguish between critical and non-critical issues?

The requested information is not necessary to respond to the Solicitation.

68. Capacity Planning What is the growth projection for the system over the next 3 years?

The requested information is not necessary to respond to the Solicitation.

69. Capacity Planning How often is capacity planning revisited?

The requested information is not necessary to respond to the Solicitation.

70. API Security How are API tokens managed, rotated, and revoked?

The requested information is not necessary to respond to the Solicitation.

71. API Security Are there any rate-limiting strategies in place to avoid abuse?

The requested information is not necessary to respond to the Solicitation.

72. System Age and State How old is the current TCT system, and when was it last upgraded?

RFO No. HHS0014612 Page 26 of 28

Reference Vendor Question HHSC Response

73. System Age and State Are there any known limitations, technical debt, or performance issues?

The requested information is not necessary to respond to the Solicitation.

74. Support related How many l1/l2/l3 tickets were received over the past year?

RFO No. HHS0014612 Page 27 of 28

Reference Vendor Question HHSC Response

75. Exhibit D-1, Page 1, Section A Question 1

Question for HHSC - Section A, Question 1 asks "Does the applicant/bidder access, create, disclose, receive, transmit, maintain, or store Texas HHS Confidential Information in electronic systems (e.g., laptop, personal use computer, mobile device, database, server, etc.)? IF

NO, STOP. THE SPI FORM

IS NOT REQUIRED."

Are we supposed to answer this as our current status or as if we have already been awarded the contract?

Currently, we do not store any HHS information in electronic systems so the answer is NO, however, if we are awarded the contract, I believe the answer will be YES.

Respondents should complete the SPI as it would be applicable during the Contract Term.

RFO No. HHS0014612 Page 28 of 28

Reference Vendor Question HHSC Response

76. General This seems to be what we would call a "legacy" project, taking over a system that already exists for maintenance. What is the platform/server environment this is currently operating on?

77. General You mentioned during the training a "Phase I" for bids that included a requirement of 5 years working with a project of this size and scope, but I don't see that on the Schedule of Events.

Seems very logical to pre-qualify respondents with this criteria. When does that Phase I intake occur?

Refer to Section 4.2.2 (Minimum Qualifications) of the

RFO.