ESBD_382098_1732727313516_Attachment 1 to Addendum 3 - HHS Responses to Vendor Questions.pdf

PCS 134 HHS Responses to Questions

Effective Date 06/26/2015 Version 1.00 Page 1 of 21 Revision Date 09/13/2023

Solicitation Title: HHS0014378

Solicitation Number: Tobacco Cessation Services -Texas Tobacco Quitline

# Reference Question Response

1. 2.1.2.1 Enrollment and Intake

Can DSHS provide a list of anticipated state-specific (i.e., non-MDS) enrollment and intake questions?

The number of questions will vary from year to year with DSHS input.

2.

2.1.2.1 Enrollment

and Intake, b.

Contractor must allow Texas residents ages thirteen (13) and older can enroll in Tobacco Cessation Quit Services.

Enrollment in Tobacco Cessation Quit Services can take place via phone or online.

Youth ages thirteen to seventeen (13-

17) are permitted to participate in TTQL Services, and without parental consent.

(Pages 10 and 11)

Can the state please provide the number of completed phone enrollments in the TTQL for each of the past two fiscal years (i.e., FY23 and FY24)?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply for the contract period rather than by fiscal year.

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# Reference Question Response

3.

2.1.2.1 Enrollment

and Intake, b.

Contractor must allow Texas residents ages thirteen (13) and older can enroll in Tobacco Cessation Quit Services.

Enrollment in Tobacco Cessation Quit Services can take place via phone or online.

Youth ages thirteen to seventeen (13-

17) are permitted to participate in TTQL Services, and without parental consent.

(Pages 10 and 11)

Can the state please provide the number of completed online enrollments in the TTQL for each of the past two fiscal years (i.e., FY23 and FY24)?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period rather than by fiscal year.

4.

2.1.2.1 Enrollment

and Intake, c1.

Ensure the TTQL intake survey includes all lung cancer screening questions from the NAQC MDS (Page 11).

Can the state please provide the number of TTQL participants eligible for lung cancer screening for each of the past two fiscal years (i.e., FY23 and FY24)?

During FY23, there were 3,336 participants eligible for lung cancer screening. During FY24, there were 7,523 participants eligible for lung cancer screening.

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# Reference Question Response

5.

2.1.2.2 NRT

Assessment and Delivery, b. Be responsible for obtaining and delivering U.S.

Food and Drug Administration-approved over the counter NRT medications, including nicotine patches, gum, and lozenges, to TTQL participants ages eighteen (18) and older enrolled in Tobacco Cessation Quit Services (Page 12).

Can the state please provide the number of orders for NRT patches, NRT gum, NRT lozenge and Combination NRT for the past two fiscal years (i.e., FY23 and FY24)?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period.

6.

2.1.2.2 NRT

Assessment and Delivery, c. Offer and deliver up to an eight (8) week supply of NRT to TTQL participants at no-cost (Page 12).

Can the state please clarify if the current NRT provided to TTQL participants is supplied in 2-week shipments up to the 8-week supply or one 8-week shipment?

The current NRT provided to TTQL participants is supplied in two, 4-week shipments up to the 8-week supply.

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# Reference Question Response

7.

2.1.2.2 NRT

Assessment and Delivery, d. Offer and deliver Combination NRT to TTQL participants at no-cost (Page 12).

Can the state please clarify the duration for Combination NRT? Should this be considered as an 8-week supply of NRT?

The 8-week supply of NRT is provided to TTQL participants in two, 4-week shipments. Combination NRT is a 2-week supply and is in addition to the 8-week supply.

Combination NRT is provided to TTQL participants during the first 4-week shipment.

8.

2.1.2.3 Cessation

Coaching, d.

Contractor must offer Coaching Sessions via phone, video, online web chat, and texting (Page 12).

Can the state please provide the number of TTQL participants enrolled in each type of coaching (i.e., phone, video, online chat, and texting) for each of the past two fiscal years(i.e., FY23 and FY24)?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period.

9.

2.1.2.3 Cessation

Coaching, f1.

General Population track (Page 12).

For the General Population Track, can the state please provide the number of Coaching Call 1, and the number of Coaching Call 2+ for each of the past two fiscal years, i.e., FY23 and FY24?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period.

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# Reference Question Response

10.

2.1.2.3 Cessation

Coaching, f2.

Pregnancy Postpartum track (Page 13).

For the Pregnancy Postpartum Track, can the state please provide the number of Coaching Call 1, and the number of Coaching Call 2+ for each of the past two fiscal years, i.e., FY23 and FY24?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period.

11.

2.1.2.3 Cessation

Coaching, f3.

Behavioral Health Track (Page 13).

For the Behavioral Health Track, can the state please number of Coaching Call 2+ for each of the past two fiscal years, i.e., FY23 and FY24?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number of users, sessions, or NRT supply to align with the contract period.

12.

2.1.2.3 Cessation

Coaching, f4.

Menthol Track (Page 13).

For the Menthol Track, can the state please provide the number of Coaching Call 1, and the number of Coaching Call 2+ for each of the past two fiscal years, i.e., FY23 and FY24?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number

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# Reference Question Response

13.

2.1.2.3 Cessation

Coaching, f5.

Special Population Track (Page 13).

For the Special Population track, can the state please number of Coaching Call 2+ for each of the past two fiscal years, i.e., FY23 and FY24?

The requested information is not available. Refer to Article II. Scope of Work, Section 2.1.2 TTQL requirements which states in subsection 2.1.2.3(f)(5) Cessation Coaching that “Special Population Track:

Upon the request of DSHS, Contractor may provide a track for special populations ages eighteen (18) and older who are disproportionately impacted by Tobacco Products, such as American Indian/Alaska Native, Black/African American, Asian/Pacific Islander, and Veterans. Participants in this track may receive up to five

(5) or seven (7) Coaching Sessions that are tailored specifically for disproportionately impacted groups.”

14.

2.1.2.4 Online

Platform and Text- Based Services, b.

Contractor must provide general texting-based Services to TTQL participants who elect to enroll in texting Services.

Texting Services may be automated and will be in addition to the Coaching Sessions (Page 14).

Can the state please provide the number of participants enrolled in the text program for each of the past two fiscal years (i.e., FY23 and FY24)?

The requested information is not available. Refer to Exhibit H, Cost Proposal Form which outlines each type of Tobacco Cessation Service and its anticipated number

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15. 2.1.2.6 Reporting

Can DSHS describe an example of an ad hoc report?

The requested information will be made available to the Contractor after the Contract Effective Date.

16. 2.1.2.6 Reporting

Can DSHS confirm which filetypes (e.g., PDF) are required to include the "Report prepared for the Texas Department of State Health Services" statement? If data extracts are required to include this statement, can DSHS describe how/where this statement should display in the file?

Yes, DSHS confirms the file type as referenced in Section

2.1.2.6 (g).

The statement shall be displayed at the top of the report.

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17.

2.1.2.8 Technical

Assistance, b.

Contractor must maintain a method for interfacing with electronic medical records/EHR systems using national standards for the secure transfer of protected health information, such as HL7. Contractor will stay current with changing national standards, implementing them in a timely fashion and in a manner that does not disrupt previously established connections with referring Healthcare Professionals and health systems.

(page 17)

Can the state please clarify how many eReferral connections are currently in place for TTQL?

There are 16 HL7V3 and 16 HL7V2 eReferral connections currently in place for TTQL.

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# Reference Question Response

18.

3.1 Schedule of

Events (page 21)

Can the state please clarify the evaluation period for the RFP? Is it December 2024 or December 2025?

Refer to Addenda No. 2, see Section 3.1 Schedule of Events for the Evaluation Period.

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

Refer to Addenda No. 2, see Section 3.1 Schedule of Events for the Deadline for Submission of Solicitation Responses.

20.

3.5.2. Page Limit

and Supporting Documentation

Is the entire proposal expected to not exceed 100 pages, or just the narrative proposal section? (e.g. do our responses to sections to 6.1.2 Company Profile,

6.3 References, 6.6.2 Financial Statements and

Financial Solvency, etc. count toward the 100-page limit?)

Refer to Section 3.5.2 (Page Limit and Supporting Documentation) of the Solicitation, “The narrative proposal should not exceed one hundred (100) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, 12-point font. If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the Solicitation Response, with specific reference made to the file, page, section, and/or paragraph where the supporting information can be found.”

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# Reference Question Response

21.

3.5.2 Page Limit

and Supporting Documentation (Page 26)

Can the state please clarify if there is a page limit for supporting documentation?

Refer to Section 3.5.2 (Page Limit and Supporting Documentation) of the Solicitation, “The narrative proposal should not exceed one hundred (100) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, 12-point font. If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the Solicitation Response, with specific reference made to the file, page, section, and/or paragraph where the supporting information can be found.”

22.

5.1.2 - Project Work Plan (Page

36) and Exhibit N

Will the state accept information in the Narrative Proposal (5.1.2 Project Work Plan) for responders to provide information on additional program enhancements not specifically requested in section 2.1 of HHS0014378?

Yes. As stated in Section 5.1.1 (Executive Summary) of the Solicitation, “If the Respondent is providing Goods or Services beyond those specifically requested, those goods or Services must be identified. If the Respondent is offering Goods or Services that do not meet the specific requirements of this RFP, but in the opinion of the Respondent are equivalent or superior to those specifically requested, any such differences must be noted in the executive summary. The Respondent should realize, however, that failure to provide the Goods and Services specifically requested may result in disqualification.”

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# Reference Question Response

23.

5.1.2 - Project Work Plan (Page

36) and Exhibit N

5.1.2 Project Work Plan?

The Project Work Plan is part of the Narrative Proposal, refer to Section 3.5.2 (Page Limit and Supporting Documentation) of the Solicitation, “The narrative proposal should not exceed one hundred (100) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, 12-point font. If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the Solicitation Response, with specific reference made to the file, page, section, and/or paragraph where the supporting information can be found.”

24.

5.1.3 - Key Staffing Profile (Page 36) and Exhibit N

5.1.3 Key Staffing Profile?

The Key Staffing Profile is part of the Narrative Proposal, refer to Section 3.5.2 (Page Limit and Supporting Documentation) of the Solicitation, “The narrative proposal should not exceed one hundred (100) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, 12-point font. If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the Solicitation Response, with specific reference made to the file, page, section, and/or paragraph where the supporting information can be found.”

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# Reference Question Response

25.

Article VI.

Required Respondent Information (Pages 37 - 41)

Article VI? No. There is no page limit for Article VI.

26. 7.1 Cost Proposal

Are respondents permitted to submit a budget narrative in addition to the Cost Proposal?

Section 7.1, Cost Proposal, of the Solicitation states that “the pricing for the required Goods and Services is to be presented only in the format set forth in Exhibit H, Cost Proposal of the RFP.”

27.

Exhibit A, Solicitation Affirmations (Page 9 #44 and #45)

Will there be an opportunity to negotiate or request exceptions to Exhibit A – Solicitation Affirmations, or are all Affirmations non-negotiable?

Each exception regarding Exhibit A must be submitted with the Solicitation Response in accordance with Section

3.5.4 (Exceptions).

If there is an exception regarding Exhibit A, refer to Section 3.5.4 (Exceptions) of the Solicitation.

28.

Exhibit B, Health and Human Services Uniform Terms and Conditions - Vendor (Page 14 and Page 15), Exhibit C, Health and Human Services Additional Provisions Version

1.0 (Page 1)

Can the state please clarify, if the parties terminate the contract for any reason (for cause, mutual agreement, etc.), will the contractor be financially responsible for supporting all transition services incurred by the state as the state selects and on-boards a new Contractor?

Refer to Section 9.4 (“Contractor Responsibility for System Agency’s Termination Costs”) of Exhibit B:

Health and Human Services Uniform Terms and Conditions—Vendor Version 3.4 (Effective November 2023).

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# Reference Question Response

29.

Exhibit B, Health and Human Services Uniform Terms and Conditions - Vendor (Page 14 and Page 15), Exhibit C, Health and Human Services Additional Provisions Version

1.0 (Page 1)

Can the state please clarify, what costs does the state include in transition services?

Transition includes all activities to be completed by the Contractor in connection with the transfer of the existing contract to the Contractor. Transition costs, if any, are to be included in the Respondent’s proposed all-inclusive unit prices.

30.

Exhibit B, Health and Human Services Uniform Terms and Conditions - Vendor (Page 13,

8.2 and 14)

Can the state please clarify, how frequently did the state audit its current TTQL contractor?

A request for an open records maybe submitted through the HHSC Open Records Policy and Procedure can be found at: Open Records Policy and Procedures | Texas Health and Human Services

Email the request to:

OpenRecordsRequest@hhs.texas.gov

31.

Exhibit B, Health and Human Services Uniform Terms and Conditions -

Can the state please clarify, will the state audit the contract services annually or with more or less frequency?

The requested information is not available.

https://www.hhs.texas.gov/about/contact-us/open-records-policy-procedures

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# Reference Question Response

32.

Exhibit B, Health and Human Services Uniform Terms and Conditions -

Can the state please clarify is there a curative period for contractor to cure findings identified in the agency/State audit?

See, specifically, subsection A. of Section 8.3 (“Response/Compliance with Audit or Inspection Findings”) of Exhibit B: Health and Human Services Uniform Terms and Conditions—Vendor Version 3.4 (Effective November 2023).

33.

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 shall not deviate in any way from the posted Exhibit H, Cost Proposal Form.

34.

Exhibit H, Cost Proposal From

Will the State consider receiving a written cost proposal narrative to more fully describe specific programs and deliverables in addition to Exhibit H, Cost Proposal form?

The requested information pertaining to a written cost narrative proposal is not within scope of the Solicitation.

Respondent's Solicitation Response must be responsive to the requirements specified in the Solicitation.

35.

In exhibit H, the Cost Proposal, will the state accept additional lines to clarify NRT pricing by type of NRT offered? For example, Patch, Gum or Lozenge?

No. Additional lines in Exhibit H, Cost Proposal are not permitted.

36.

additional lines to provide pricing for the special population track? (As described in section 2.1.2.3, F5 on page 13.)

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# Reference Question Response

37.

additional lines to provide pricing for TA, evaluation and reporting separately?

38.

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

Refer to:

https://www.txsmartbuy.gov/esbd/HHS0005437

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

The requested information pertaining to the incumbent and how long the incumbent has been providing requested services is not within the scope of the Solicitation.

Respondent's Solicitation Response must be responsive to the requirements specified in the Solicitation. In addition, a request can be submitted based on HHSC Open Records Policy and Procedure can be found at: Open Records Policy and Procedures | Texas Health and Human Services

Email the request to:

OpenRecordsRequest@hhs.texas.gov

40.

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

The requested information pertaining to current satisfaction is not within the scope of the Solicitation.

41. Has the current contract gone full term?

Refer to contract number HHS0054370001:

HHS000543700001 | Contracts Awarded by HHS https://www.txsmartbuy.gov/esbd/HHS0005437 https://contracts.hhs.texas.gov/contract/hhs000543700001

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# Reference Question Response

42.

Have all options to extend the current contract been exercised?

Refer to HHSC contract number HHS0054370001:

HHS000543700001 | Contracts Awarded by HHS

43.

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

HHSC Open Records Policy and Procedure can be found at: Open Records Policy and Procedures | Texas Health and Human Services

Email the request to:

OpenRecordsRequest@hhs.texas.gov

44.

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

Refer to Article IV. Solicitation Response Evaluation and Award Process and to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4.

45.

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

No, experience with any specific customer information systems, phone systems, or software is not required.

46. What is the minimum required total call capacity?

Refer to Article II. Scope of Work, Section 2.1.2 TTQL Requirements of this solicitation which states in subsection 2.1.2.1(e) Enrollment and Intake “Ensure that at least eighty (80) percent of all phone calls are answered within thirty (30) seconds. In Fiscal Year 2021, there were ten thousand three hundred and fourteen (10,314) enrolled TTQL phone callers. However, numbers may vary from year to year.”

https://contracts.hhs.texas.gov/contract/hhs000543700001

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# Reference Question Response

47.

What is the minimum simultaneous inbound call capacity?

subsection 2.1.2.1(e) Enrollment and Intake “Ensure that at least eighty (80) percent of all phone calls are answered within thirty (30) seconds. In Fiscal Year 2021, there were ten thousand three hundred and fourteen (10,314) enrolled TTQL phone callers. However, numbers may vary from year to year.”

48. What is the maximum hold time?

subsection 2.1.2.1(e) Enrollment and Intake “Ensure that at least eighty (80) percent of all phone calls are answered within thirty (30) seconds. In Fiscal Year 2021, there were ten thousand three hundred and fourteen (10,314) enrolled TTQL phone callers. However, numbers may vary from year to year.”

49.

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

Requirements of this solicitation which states that “Tobacco Cessation Quit Services are to be provided in English and Spanish by live, qualified Cessation Coaches for the length of the Contract Term.”

50.

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

Requirements of this solicitation which states that “Tobacco Cessation Quit Services are to be provided in English and Spanish by live, qualified Cessation Coaches for the length of the Contract Term.”

Refer to Article II. Scope of Work, Section 2.1.2 TTQL Requirements of this solicitation which states in subsection 2.1.2.1(f) Enrollment and Intake “Ensure Cessation Coach return missed calls within forty-eight

(48) hours or at a time requested by the caller.”

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# Reference Question Response

51.

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

There is not a maximum percentage of calls that can be terminated by the caller. Refer to Article II. Scope of Work, Section 2.1.2 TTQL Requirements for detailed requirements of this solicitation.

52.

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

No, there’s no minimum or maximum.

53.

What is the required degree of dedication for the call center? (Can the call center assigned to this contract work on others at the same time as this one)?

Requirements which states that “Contractor must ensure TTQL Tobacco Cessation Quit Services are available by phone via a toll-free quitline and online three hundred and sixty-five (365) days a year, twenty-four (24) hours a day, seven (7) days a week (excluding the following holiday closures: Independence Day on July 4th, Thanksgiving Day, Christmas Eve on December 24th, Christmas Day on December 25th, and New Year’s Eve on December 31st).

Tobacco Cessation Quit Services are to be provided in English and Spanish by live, qualified Cessation Coaches for the length of the Contract Term.”

54.

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)?

The requested information pertaining to the required degree of dedication for the operators is not within scope of the Solicitation. The requested information pertaining operators assigned to this contract work on other contracts at the same time as this one is not within scope of the Solicitation.

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# Reference Question Response

55.

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?

Yes, a live operator is required, also refer to Article II.

Scope of Work, Section 2.1.2 TTQL Requirements of this solicitation that states “Tobacco Cessation Quit Services are to be provided in English and Spanish by live, qualified Cessation Coaches for the length of the Contract Term.”

56.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

The requested information pertaining to recording requirements for inbound and outbound calls and how long the recordings are maintained is not within scope of the Solicitation. Respondent's Solicitation Response must be responsive to the requirements specified in the Solicitation.

57.

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

The requested information pertaining to recording and storage requirements for non-phone communication is not within scope of the Solicitation. Respondent's Solicitation Response must be responsive to the requirements specified in the Solicitation.

58.

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

From January 2023 through December 2023, there were an average of 1,572 calls per month.

59.

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

60. What is the current average wait time for phone calls?

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# Reference Question Response

61.

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

62.

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

63.

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

From January 2023 through December 2023, 93.4% of calls were received in English, versus 6.6% of calls received in non-English.

64.

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

From January 2023 through December 2023, 6.6% of calls received were in Spanish.

65.

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

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# Reference Question Response

66.

Are you looking for phone line intervention or do the program require in person treatment as well?

Yes, phone line intervention, also refer to Section 2.1.2 TTQL Requirements,” Contractor will operate the TTQL to provide Tobacco Cessation Quit Services in Texas.

Inclusive to the Services are Cessation Coaching at no charge to Texas residents ages thirteen (13) and older who are wanting to quit Tobacco Products, including e-cigarettes. Contractor must ensure TTQL Tobacco Cessation Quit Services are available by phone via a toll-free quitline and online three hundred and sixty-five (365) days a year, twenty-four (24) hours a day, seven (7) days a week (excluding the following holiday closures:

Independence Day on July 4th, Thanksgiving Day, Christmas Eve on December 24th, Christmas Day on December 25th, and New Year’s Eve on December 31st).

Tobacco Cessation Quit Services are to be provided in English and Spanish by live, qualified Cessation Coaches for the length of the Contract Term.

67.

Article II, Scope of Work, 2.1.2 TTQL Requirements

Would the State be agreeable to telephonic during the workday and digital access in the overnight hours and weekends as acceptable for the 24/7 access requirement?

No. The requested information pertaining to telephonic during the workday and digital access in the overnight hours and weekends is not within scope of the Solicitation. Respondent's Solicitation Response must be responsive to the requirements specified in the Solicitation.